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). Recently, for example, Starbucks has loosened up the employee (referred to as partner) dress code – expanding the acceptable clothing color pallet beyond black, khaki, and white.

Leadership 100

Leadership Course Engagement Employee Experience 100

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

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

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.

Employee Engagement 100

Employee Engagement Engagement Culture Connections 100

ClearAction

APRIL 29, 2020

This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. The intent of this position may be growth, churn reduction, lifetime value, brand differentiation, and/or similar aspirations. Customer Experience Management , as it should be managed, is alignment of the company to customers.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Michelli Experience

JUNE 29, 2016

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Infographics 113

Infographics Brands Customer Experience Customers 113

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

DECEMBER 23, 2015

According to Forrester Research, 93% of corporate leadership teams place customer experience improvement on their list of strategic priorities and 23% businesses have it in the number 1 position. However, the dealership experience in the United States (how do I put this delicately) ….was

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

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

Michelli Experience

APRIL 18, 2017

Until we are willing to pay for more…it is often difficult for brands to decide which of many customer “wants” they should actually invest in. I am convinced that customer-centric brands with strong service cultures like Southwest, Virgin, and Jet Blue will make incremental progress as industry insiders.

Airlines 230

Airlines Travel Transportation Customer Centricity 230

Michelli Experience

JUNE 15, 2016

I also remember appreciating how leadership and the baristas at his Starbucks took the time to be “NICE” to him – thus providing a respite from the challenges he faced. I come to Starbucks for a coffee during my lunch break BECAUSE THEY ARE NICE TO ME and I feel able to get through the afternoon at work.” .

Leadership 100

Leadership Financial Interaction Employee Engagement 100

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

Michelli Experience

FEBRUARY 27, 2018

While it’s hard to imagine a single tweet by a massive brand influencer could signal traders to sell shares in a stock, Megan makes a compelling case that Snapchat’s market tumble is in fact, a sign of the times. A professional that would inspire me to attempt to inspire you to enhance service talent on behalf of your brand.

Training 133

Training Social Media Consulting Customer Experience 133

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

Michelli Experience

AUGUST 31, 2016

While other brands like Polaroid or Blockbuster have run into a bit of a complacency trap (thinking that what brought them success would also assure them sustainability), Domino’s restlessly agitates their industry by rethinking their product and their delivery platform. If not, I think the pizza giant it worthy of study.

Technology 189

Technology Travel Innovation Study 189

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

JANUARY 17, 2017

The story, from the perspective of gaming, typically involves character development, dialogue, and ways for gamers to personalize their experience. It also involves giving your customers a positive story to tell about the experience they had purchasing from you.

Customer Experience 100

Customer Experience Gamification Banking Sports 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

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Clare: She’s a digital nomad, keynote speaker, Founder of CMXperience , and shares her personal thoughts and experiences on The CX Nomad. Why we love David : He’s VP of Customer Insights at Ancestry.com. Why we love Sarang: Sarang’s head of Customer Success at Wootric. Melinda Gonzalez. Sarang Bhatt.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

SmartKarrot

APRIL 4, 2022

Customer-centric DNA means the person needs to have the qualities or features that fundamentally keep the customer at the center of every action. A customer-centric DNA is when the focus of your company is customer success. Top brands like Ikea, Amazon, and Google take customer success seriously.

Customer Centricity 10

Customer Centricity B2B Tips How To 10

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

Michelli Experience

MARCH 11, 2016

Modern shoppers are fully engaged with their devices, and they’re preferring brand providers capable of offering text-heavy engagement platforms. Every day, more consumers enter long-term brand programs with friends and family. Check out Cafe Rouge Express running a mobile loyalty campaign: Image credit: rippll.co.

Technology 100

Technology Company Marketing Loyalty Programs 100

Michelli Experience

AUGUST 22, 2017

The success of these initiatives will likely be proven through traveler perceptions, the absence of viral United customer trauma videos, and improved brand reputation. Data Plus People.

Airlines 113

Airlines Data Travel Consulting 113

Michelli Experience

APRIL 18, 2017

Until we are willing to pay for more…it is often difficult for brands to decide which of many customer “wants” they should actually invest in. I am convinced that customer-centric brands with strong service cultures like Southwest, Virgin, and Jet Blue will make incremental progress as industry insiders.

Airlines 100

Airlines Travel Transportation Customer Centricity 100

Michelli Experience

JANUARY 24, 2017

Her category creation is reflected in marketing imagery and the design of the female-centric experience. Essentially blue ocean strategy centers around creating your own unique business category (like Cirque Du Soleil or Yellowtail Wine) which in turn makes traditional competition irrelevant. Patrice did just that in creating GAC.

Customer Centricity 100

Customer Centricity Automotive How To Social Media 100

Michelli Experience

NOVEMBER 8, 2017

Cheryl also cites research on how customers want loyalty programs to reflect a brand’s gratitude: A study by Kitewheel shows three-quarters of consumers believe loyalty programs are ways for brands to show their loyalty to consumers. Personal Benefits. Authentic gratitude also has great benefits for the people who work for us.

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

Michelli Experience

JUNE 1, 2016

According to a recent comprehensive international study conducted by Accenture , 52% of customers reported that poor customer service caused them to switch from one brand to another in the past year. alone that “switching” behavior means poor service costs brands over 1.6 In the U.S. trillion dollars.

Advertising 100

Advertising Poor Customer Service Culture Study 100

Michelli Experience

MARCH 25, 2016

Responsible for maintaining Infinit-O , Infinit Contact , Infinit Healthcare , Infinit Datum and Infinit Accounting online brand and content. Alleli Aspili is a Senior Specialist for Business Development in Infinit Outsourcing, Inc.

Video 100

Video Entertainment Customer Service Social Media 100

Michelli Experience

FEBRUARY 2, 2016

Ask your customers about their satisfaction with how your team served them at those important contact points. Also inquire about your customers’ perception of their relationship with your people and brand (e.g. net promoter score, customer effort assessment, and likelihood to repurchase).

Net Promoter Score 100

Net Promoter Score Healthcare Effort Score Feedback 100

Michel Falcon Experience

APRIL 11, 2019

Which, if none of you are familiar with the brand 1-800-GOT-JUNK, I think they’re very successful. Jason: Multiple brands, and Brian is just crushing it. Michel Falcon: Working for such a great brand. Servant leadership, and benevolent leadership.

Culture 60

Culture Leadership Hospitality Meeting 60

Michelli Experience

JULY 20, 2016

produced an announcement trailer about 8 months prior to release which prompted brand fans to wait and wonder. 3) Leverage technology and interactivity – While much has been promised from augmented-reality technology, Niantic delivered an emotionally engaging experience. Pokémon Co. Australia, and New Zealand.

Interaction 100

Interaction Technology Social Media How To 100

Michelli Experience

JULY 13, 2016

By asking loyalty questions and researching the financial performance of those above and below the green line of goodness, Forrester finds that: The higher the Customer Experience Index score, the more likely a customer will consider another purchase or recommend a friend or family member to a business.

Customer Experience 100

Customer Experience Effort Score Wireless Infographics 100

Michelli Experience

NOVEMBER 22, 2016

With increased automation (self-serve kiosks and online transactions struggle to communicate gratitude) there is a ripe opportunity to create differentiation as the “grateful” brand. In my company, The Michelli Experience “gratitude” has been a core value since our inception.

Meeting 100

Meeting Consumers Communication Customer Experience 100

Michelli Experience

APRIL 27, 2016

Let’s assume a customer asks for something that can’t be provided at the Ritz-Carlton, service professionals (the ladies and gentlemen of the Ritz-Carlton) are discouraged from saying NO, while instead identifying what can be provided. In extraordinary service brands, YES AND becomes the default mindset!

Hotels 100

Hotels Consulting Employee Experience Innovation 100

Michelli Experience

JULY 4, 2017

Great leaders often ask me to help them create “customer value”, while others ask me to help them create “profit.” For me, the only way to generate sustainable profit is by developing a core competency for customer value creation. You have a customer solution, now what?

Insurance 113

Insurance Consulting Customers Resources 113

Michelli Experience

FEBRUARY 7, 2017

I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them. I have been slow to accept that, from a service perspective, humans will ever be replaced by computers.

Customer Service 100

Customer Service Customers Interaction Meeting 100