Experience Investigators by 360Connext

JULY 28, 2020

It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. This led leaders to have quarterly, short-term visions instead of long-term, customer-focused strategies. Then they need to communicate it throughout the company.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Michelli Experience

MARCH 9, 2016

I am honored to say I know and work with a company from Sheboygan, Wisconsin whose leaders care so much about their people and whose people care so much about one another that they have done the virtually unthinkable! After all, they are the perennial winner of Fortune magazines “Best Companies to Work For” List….

Engagement 100

Engagement Insurance Loyalty Employee Engagement 100

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

JULY 25, 2017

Neil cites David’s research noting that it demonstrates, “ For every 10% increase in employee engagement levels, a company’s customer service levels go up by 5%, and profits by 2%.”. By contrast, employee distrust, disengagement, and neglect for development create the environment for most customer complaints.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

Strativity

FEBRUARY 5, 2018

This is LRW’s fourth in a planned series of acquisitions in support of its long-term vision of creating a collaboration of companies that leverage sophisticated data analytics and deep human understanding to deliver business impact for clients. We also expect expanded opportunities for our employees. www.LRWonline.com.

Consulting 40

Consulting Analytics Culture Innovation 40

CX Journey

APRIL 21, 2015

I''ve been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience design efforts, employees are still forgotten. Company executives say: " We''ll collect feedback from employees later.

Customer Experience 80

Customer Experience Training Roadmap Tools 80

Storyminers

DECEMBER 22, 2017

Also, plainly stated, you are handing employees less busy work. That will increase engagement as well. Employee engagement and customer obsession across all departments. Engaged employees are the fundamental building block of great customer experience.

Customer Experience 138

Customer Experience Self Service Multi-Channel Customers 138

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. At the same time, it is also what most companies are missing. How do you take action on customer experience? Listen to your customers. Customer churn is the opposite of retention.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

SmartKarrot

APRIL 15, 2022

Apply here: [link] Role: Director, Customer Success Location: Remote, Los Angeles, CA, US Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention and growth.

Customer Success 19

Customer Success Return on Investment Employee Engagement Leadership 19

Strativity

OCTOBER 23, 2017

Behavioral economists can provide insight into how customers interact, both rationally and irrationally, with a firm’s touchpoints across their customer journey, a key component of customer experience. Customers and individuals in general can become overwhelmed when presented with too many choices.

Customer Experience 45

Customer Experience Customer Journeys Touchpoint Customer Experience Design 45

SmartKarrot

MARCH 3, 2022

Role: Director, Customer Success Location: Remote, Chicago, IL, US Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention, and growth.

Customer Success 19

Customer Success Case Study Customer Satisfaction Employee Engagement 19

Michelli Experience

DECEMBER 27, 2016

I am proud to say that Horst Shultze, the founder of the modern-day Ritz-Carlton Hotel Company, has been a mentor. One day, I was asking Horst about a client of mine that was struggling to engage customers. Let’s assume you serve 100 customers a day and that “excellent” or “world-class” companies satisfy 90% of them.

Customer Experience 223

Customer Experience Hotels Leadership Customers 223

Strativity

AUGUST 21, 2017

At Strativity Group, a customer-experience design and transformation fi m, Arussy has led more than 200 projects worldwide. Arussy recently shared his insights with Crain’s Custom on how to build a culture where employees are empow- ered to do the right thing for customers—and in doing so, strengthen company performance.

Culture 40

Culture How To Customer Experience Design Loyalty 40

Strativity

AUGUST 21, 2017

At Strativity Group, a customer-experience design and transformation fi m, Arussy has led more than 200 projects worldwide. Arussy recently shared his insights with Crain’s Custom on how to build a culture where employees are empow- ered to do the right thing for customers—and. Author of Exceptionalize it!,

Culture 40

Culture How To Customer Experience Design Loyalty 40

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability.

Airlines 230

Airlines Travel Transportation Customer Centricity 230

Michelli Experience

AUGUST 31, 2016

Unbeknownst to many, Domino’s is an amazingly forward looking company. This year through a partnership between Domino’s and Flirtey, a tech company based in Reno. Have you been watching Domino’s global strategy over the recent number of years? If not, I think the pizza giant it worthy of study. Now let’s take DRU aerial!

Technology 189

Technology Travel Innovation Study 189

Michelli Experience

JUNE 28, 2016

As I help business leaders deliver branded customer experiences, I often start with the premise that brands are nothing more than what people say about us when we’re not around. From there, I work with leaders to determine what they want to be known for and what they want to hear their customers say about them.

Brands 185

Brands Social Media Financial Analysis 185

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Amy: She’s head of Customer Advocacy at MindTouch. She was tapped to look after the customer experience as a whole as company growth accelerated. Why we love Ellie: She’s a speaker, writer, and Senior Director of Customer Success at SAP Concur. Amy Etheridge. Annette Franz. Plus, his Twitter feed!

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

BlueOcean

NOVEMBER 29, 2023

TX strategy is the ultimate integration of customer experience (CX), employee experience (EX), the multi experience (MX), and user experience (UX). Read on for more insight into the total experience strategy. This is how you create brand advocates and reduce customer churn and employee turnover.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

Michelli Experience

JULY 4, 2017

Let me give you an example of a company that is doing that very thing. Omni’s core customer has too many items in their living area and is ostensibly in need of “leasing” storage space. Users can choose to take items out of storage at any time, so long as they give the company at least two hours notice. They are called Omni.

Insurance 113

Insurance Consulting Customers Resources 113

Michelli Experience

FEBRUARY 10, 2016

Maybe it is an occupational hazard, but every time I receive service I make two rather important decisions: Does this company know how to “care for” my presenting need? Does this company “care about” meeting those needs?

Feedback 100

Feedback Consulting Customers Innovation 100

Michelli Experience

SEPTEMBER 30, 2016

Similarly, the customer NPS asks how likely customers are to recommend your business to their friends or acquaintances? These two NPS metrics are highly correlated – meaning when staff members “perceive” their company as worthy of being referred customers share that perception.

Net Promoter Score 100

Net Promoter Score Effort Score NPS Financial 100

Michelli Experience

JANUARY 24, 2017

To give you a sense of some of the key filters I use to evaluate the probable success of various ideas presented to me, let me offer an example of a small business that I think does a brilliant job of innovative customer-centric design. So, what is Girls Auto Clinic? What makes it so special?

Customer Centricity 100

Customer Centricity Automotive How To Social Media 100

Michelli Experience

MARCH 25, 2016

Companies, together with their tech support divisions should consider incorporating videos in their operation, as it has become a channel where people absorb tons of complex information nowadays. One thing’s for sure, it’s a tool that modern companies should be taking advantage. _.

Video 100

Video Entertainment Customer Service Social Media 100

Michelli Experience

APRIL 27, 2016

For example, I am often asked if a client’s company should first improve their employee experience or their customer experience. YES AND is a powerful response to so many business situations where you might wish to inspire innovation or side-step false choices.

Hotels 100

Hotels Consulting Employee Experience Innovation 100

Michelli Experience

JANUARY 17, 2017

From the perspective of “graphics/sound,” companies not involved in the gaming industry address these issues through visual and sensory elements that drive pleasure and positive emotional connections.

Customer Experience 100

Customer Experience Gamification Banking Sports 100

Michelli Experience

MARCH 23, 2016

The Emotional Outcomes Emerging from Every Customer Interaction. Brands lose value when customers can’t predict the quality of the products and experiences they will receive.

Brands 100

Brands Travel Customer Experience Consumers 100

Michelli Experience

JUNE 15, 2016

During the wake of this most recent tragedy, I reflected back to a Starbucks customer I spoke to while writing my second book about the company ( Leading the Starbucks Way ).

Leadership 100

Leadership Financial Interaction Employee Engagement 100

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability.

Airlines 100

Airlines Travel Transportation Customer Centricity 100

Michelli Experience

AUGUST 22, 2017

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. The post United Airlines: Big Data to the Rescue of the Passenger Experience?

Airlines 113

Airlines Data Travel Consulting 113

Michelli Experience

AUGUST 10, 2016

Recently, I watched a skilled and respectful waiter get repeatedly verbally abused by a customer during dinner without a manager coming to his aid or buffering the barrage. Customers are not always right and when they wrongly mistreat your staff they should become former customers!

Leadership 100

Leadership Hotels Loyalty Customer Centricity 100

Michelli Experience

NOVEMBER 8, 2017

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. The post Gratitude is a Customer Experience Differentiator appeared first on Joseph Michelli.

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

Michelli Experience

NOVEMBER 22, 2016

In my company, The Michelli Experience “gratitude” has been a core value since our inception. 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.

Meeting 100

Meeting Consumers Communication Customer Experience 100

Michelli Experience

FEBRUARY 7, 2017

According to the press release “Select customers can now order coffee ‘on command’ using My Starbucks® barista as part of an initial feature rollout integrated seamlessly into the Starbucks mobile app for iOS. At the same time, the company is launching a Starbucks Reorder Skill on the popular Amazon Alexa platform.

Customer Service 100

Customer Service Customers Interaction Meeting 100

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