Connections Consulting Customer Experience Design Employee Engagement 
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.
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.
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Michelli Experience
JANUARY 17, 2017
Over the years, as a customer experience consultant, I’ve increasingly become a student of “game theory” and of the “gaming industry.” The efforts are reflected in the design of sights, sounds, smells, and possibly tastes during brick and mortar interactions or through the visual layout of an online company.
Wootric CX Blog
FEBRUARY 14, 2019
Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”
Michelli Experience
JANUARY 12, 2016
It’s an occupational hazard of keynoting, consulting, and writing about customer service that my friends and family feel compelled to share all of their customer service nightmare stories. Positive experiences and fun drive strong emotional connections. I’m really not complaining.
Michelli Experience
APRIL 20, 2016
While marketers like to call attention to aspects of a brand that they want to cement as PODS in the minds of prospects and customers, experience designers like me and business leaders like you should be thinking about DELIVERING PODS – behaving in ways that are relevant, different and valued by your customers.
Michelli Experience
MARCH 9, 2016
There are few things more important about leadership than developing and growing talent.
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