Michelli Experience

APRIL 20, 2016

POPS stands for “Points of Parity ” and PODS is an acronym for “Points of Distinction” In simplest terms, Points of Parity (POPS) are qualities that you share with competitive brands deemed to be excellent. These POPS won’t win you business but the absence of points of parity could cause you to see customer churn.

Customer Experience Design 100

Customer Experience Design Policies Brands Tips 100

Michelli Experience

MARCH 23, 2016

In the face of these unpredictability drivers (and so many more that I didn’t dare list), our customers are looking for order through brands that offer predictability in products and services. In fact, much research about the way consumers perceive “brands” hinges on the consistency and predictability of a company’s offerings.

Brands 100

Brands Travel Customer Experience Consumers 100

Michelli Experience

MARCH 16, 2016

Then again, I’m reminded of the Gallup research captured in the book Human Sigma: Managing the Employee-Customer Encounter which suggests that while there is a high correlation between employee engagement and customer engagement that relationship IS NOT CAUSAL. Here’s a short-list of what “People Obsessed” leaders do.

Employee Engagement 100

Employee Engagement Engagement Culture Connections 100

Lumoa

FEBRUARY 9, 2023

If you want to know, how B2C CX is different from B2B CX, check: this insightful article, written by Lynn Hunsaker “ The big difference between B2B customer experience and B2C ” in MarketingMag Brand Experience Brand experience is how you design, see and want your customer experience to be.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Storyminers

MAY 21, 2020

He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement. Interview: Why marketing should be the orchestrator of customer experience design.

Culture 147

Culture Voice of Customer Fashion Strategy 147

Michelli Experience

JULY 27, 2016

I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment.

Leadership 100

Leadership Course Engagement Employee Experience 100

Michelli Experience

SEPTEMBER 30, 2016

In the course of my work as an experience designer and consultant, I have been defining customer experience strategy as a disciplined approach to brand differentiation achieved by elevating the perception of those you serve based on their interactions with you. In the end, we are all in the perception business.

Net Promoter Score 100

Net Promoter Score Effort Score NPS Financial 100

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. EQ Realm #5: Managing Relationships Our recent podcast on customer engagement touches on this topic, too. Click here.

Management 78

Management Leadership Conference Examples 78

Michelli Experience

NOVEMBER 8, 2016

Brand advertising, marketing, and sales efforts are all “promises”. The product and service experiences that follow those promises either fall short, deliver on, or exceed the promises made as customers choose to engage your brand.

Advertising 214

Advertising Brands Examples Meeting 214

Storyminers

JULY 29, 2018

That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein, who caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement.

Culture 113

Culture Voice of Customer Fashion Customer Experience Design 113

Michelli Experience

JULY 25, 2017

In support of my formula, Neil Davey, the managing editor of mycustomer.com recently cited David Ulrich’s research on the value chain of trusting and engaging employees. Every touchpoint in the brand will be examined and refined. Trust, Engagement, and You. What are the trust and engagement levels of your workforce?

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

Michelli Experience

JANUARY 6, 2016

Focus on making sure you resolve customer issues in ways that don’t just satisfy customers but that also make them “happy.” The White House Office of Consumer Affairs reports than when a brand resolves a dispute in ways that leave customers “happy,” those customers typically tell 4 to 6 people about the brand’s service recovery.

Customer Experience 100

Customer Experience Employee Engagement Competitive Advantage Customers 100

Beyond Philosophy

OCTOBER 14, 2014

Home Depot is the latest big brand to suffer a large-scale data breach, affecting over 56 million payment cards. Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company. Trust and the Customer Experience. View our books on Customer Experience here.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

Michelli Experience

OCTOBER 12, 2016

I’ve been doing customer experience design for a long, long time. In the old days, I would have read about some intriguing customer innovation and assumed that the attempted breakthrough was crafted on a firm foundation of customer listening and data analysis.

Airlines 100

Airlines Travel How To Customer Experience Design 100

Michelli Experience

MAY 30, 2017

in March 2017, they sold the Craftsman brand to Stanley Black & Decker) and engaging new creditors all in an effort to stave off continued revenue challenges like the $2.2 We may need to adjust our strategic initiatives depending on our members’ and customers’ reactions to and level of engagement with our initiatives.

Customer Experience 113

Customer Experience Retail Social Media Trends 113

CX Journey

FEBRUARY 21, 2019

Poll your customers and do split testing to see at what point in your sales funnel customers leave your site. Armed with this knowledge, move forward and improve the rest of your conversion funnel on your site with a customer-based approach that turns visitors into fans of your brand.

How To 88

How To Social Media Government Policies 88

Storyminers

JULY 29, 2018

He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement. Interview: Why marketing should be the orchestrator of customer experience design.

Culture 100

Culture Voice of Customer Fashion Strategy 100

Michelli Experience

DECEMBER 2, 2015

In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Such was the case for Mercedes-Benz!

Customer Journeys 140

Customer Journeys Customer Experience How To Leadership 140

Michelli Experience

NOVEMBER 1, 2016

In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand.

Connections 100

Connections Social Media Video Customer Experience Design 100

CX Journey

FEBRUARY 21, 2019

Poll your customers and do split testing to see at what point in your sales funnel customers leave your site. Armed with this knowledge, move forward and improve the rest of your conversion funnel on your site with a customer-based approach that turns visitors into fans of your brand.

How To 80

How To Social Media Government Policies 80

Michelli Experience

MARCH 11, 2016

Everyday mobile users have come to expect higher forms of engagement, and they’re pushing the smartphone’s technological progress in an interesting direction. Modern shoppers are fully engaged with their devices, and they’re preferring brand providers capable of offering text-heavy engagement platforms.

Technology 100

Technology Company Marketing Loyalty Programs 100

Strativity

OCTOBER 23, 2017

Some behavioral economics techniques that have been uncovered that can be utilized in customer experience design include; Optimize Options. When designing customer experiences, structure the choice of options to ensure that it’s easy for a customer to make decisions. Choice Architecture.

Customer Experience 45

Customer Experience Customer Journeys Touchpoint Customer Experience Design 45

Michelli Experience

MARCH 2, 2016

In those days of yore, leaders were concerned about decreasing product value by giving away a 13 th drink to customers who had purchased 12. There is nothing like a recession for brands to embrace the need to reward customers for loyal behavior.

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs How To 100

Michelli Experience

FEBRUARY 10, 2016

I carry that evaluation process through every touch point with a brand including if/how they solicit feedback from me about their service delivery. Ask questions that show the customer you want to serve them better not that you are asking them to help you build a business that will make you more profitable.

Feedback 100

Feedback Consulting Customers Innovation 100

Martin Hill-Wilson

OCTOBER 6, 2015

I’ve just had the pleasure of chairing a customer engagement conference. Both spoke eloquently about the use of emotion in customer experience design. For instance being an app only interface, and therefore 100% digital, Atom is laying claim to being the first telepathic financial services brand!

Omni-Channel 40

Omni-Channel Hotels Banking Insurance 40

Michelli Experience

OCTOBER 4, 2016

They all seek to leverage their respective competitive advantages while also enhancing customer ease and speed of purchase/product delivery. From a virtual perspective, brands like Amazon are constantly innovating. For example, earlier this year Amazon began experimenting with ways to provide “on demand” delivery services.

Competitive Advantage 214

Competitive Advantage Ecommerce Retail Leadership 214

Myra Golden

JULY 1, 2019

Teaching in this way gives your customers the confidence they’ll need to try self-service again. Engage Customers By Having Them Select Prompts. As you’re teaching your customers, signal the prompts “they” are to use, and have them actually select the prompts. This step goes hand in hand with talking through each step.

Self Service 55

Self Service Retail Training Tips 55

Michelli Experience

AUGUST 15, 2017

Today, however, I understand the power of associations – not only in the context of one’s personal brand but for corporate brand health as well. Your Customer Experience Defined. TIKI® brand. Take TIKI® brand torches for example. All of which brings together positive lifestyle brand synergy.

Social Media 113

Social Media Consulting Brands Customers 113

Michelli Experience

DECEMBER 23, 2015

Here’s an example from Mercedes-Benz USA (MBUSA) – the focus of my recent book Driven to Delight: Delivering World-Class Customer Experience the Mercedes-Benz Way. However, the dealership experience in the United States (how do I put this delicately) ….was Each area offers different benefits to customers.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. Strategy for CTA buttons is all well and good for the online experience, but what about retail experience and the CTAs that help consumers make decisions there? The Consequence of Choice. They don’t.

CEM 60

CEM Retail Consulting Conference 60

Michelli Experience

MAY 4, 2016

This blog is about relevant messaging throughout the journey your customers have with your brand. Much of a customer’s journey with a brand depends on the words and images that they encounter in marketing, shopping, and post-sale. I’ll leave all that to the theologians. Therein comes Pope Francis!

Connections 100

Connections Brands Sales Customer Journeys 100

Michelli Experience

JUNE 7, 2016

Muhammad Ali was not only a civil rights advocate and exceptionally talented boxer – he was and will be an enduring brand. From an advertising perspective, his equity extended in commercial endorsements of brands like Louis Vuitton, Porsche, Apple, Coke, Gatorade, and Pizza Hut.

Advertising 100

Advertising Brands Training Management 100

ReviewTrackers

MAY 8, 2017

20:20 Customer Experience Summit by Marketforce gathers 250+ senior CX professionals from across a huge variety of industries, including retail, transport, financial services, media, telecoms, utilities, and more. Customer Experience World. Where: London, UK. When: May 23 to 24, 2017. Where: London, UK.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Peter Lavers

NOVEMBER 8, 2017

It’s a massive mistake to assume any of these mindsets in our customer experience design, so I’d like to briefly unpack each mindset and consider how we can help discern which the customer is in. Brand loyalty is a key driver of such assurance, and so is independent pre-research into the available options.

Omni-Channel 53

Omni-Channel Self Service Retail Analytics 53

Michelli Experience

SEPTEMBER 26, 2017

This keeps customers happy and keeps them evangelizing the brand, resulting in high customer satisfaction numbers. Tesla not only holds strong satisfaction numbers, as referenced by Jameson but more importantly it drives enviable loyalty among its existing customers. The Payoff. Here are the results for the top 6: Rank.

Consulting 113

Consulting Automotive Retail Software 113

Michelli Experience

AUGUST 3, 2016

However, there is a community of very successful artisan donut shops thriving and skyrocketing in the shadow of the omnipresent Dunkin Donuts brand. In the United States the GIANT in the world of DONUTS is…drum roll,please…. You guessed it Dunkin Donuts. For the sake of brevity, I will feature just one of those shops: The Salty Donut.

Trends 100

Trends Brands Customer Experience Consumers 100

Storyminers

MAY 16, 2016

In particular, a sleek, high-speed design is crucial when developing websites to fit mobile devices; in order to ensure the user has the best possible experience. Major retail and ecommerce brands such as Tesco, EBay and Amazon are all prime examples of app optimisation and provide stellar user experience. Benefit.

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113