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

Michelli Experience

MARCH 9, 2016

There are few things more important about leadership than developing and growing talent.

Engagement 100

Engagement Insurance Loyalty Employee Engagement 100

Michelli Experience

JULY 27, 2016

In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment. ” Since most of us aren’t running coffee shops, what can we learn from these recent Starbucks moves: In 7 words: Make the Experience Faster and More Personal.

Leadership 100

Leadership Course Engagement Employee Experience 100

Michelli Experience

APRIL 11, 2017

Any time you determine a customer is highly satisfied or strongly emotionally engaged with your brand (e.g. direct feedback from them, a 9 or 10 on the NPS®, or you receive stellar results on a satisfaction inventory), you have an opportunity to let your customer know that your ability to serve them is fueled by their referrals.

Customer Care 230

Customer Care Brands Net Promoter Score Social Media 230

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.

Customer Experience Design 100

Customer Experience Design Policies Brands Tips 100

Michelli Experience

APRIL 11, 2017

Any time you determine a customer is highly satisfied or strongly emotionally engaged with your brand (e.g. direct feedback from them, a 9 or 10 on the NPS®, or you receive stellar results on a satisfaction inventory), you have an opportunity to let your customer know that your ability to serve them is fueled by their referrals.

Customer Care 133

Customer Care Brands Net Promoter Score Social Media 133

Beyond Philosophy

OCTOBER 14, 2014

Warn Customers of the dangers they face and encourage them to keep their data safe through strong passwords. Listen to your customers and engage with them. Superior Customer Experiences require a two-way dialogue with your Customers. Customer Experiences are a catalyst for Customer trust and loyalty.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

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. Which are you? Such was the case for Mercedes-Benz!

Customer Journeys 140

Customer Journeys Customer Experience How To Leadership 140

Michelli Experience

MAY 4, 2016

This 79-year-old head of state and head of the Roman Catholic church effectively connected with an audience of teenagers through a message designed for them, not designed for him. So, here are some question for you: Who are your key customer segments? What images, lifestyle elements, and references are relevant to them?

Connections 100

Connections Brands Sales Customer Journeys 100

ClearAction

MARCH 24, 2017

Value chain thinking is extremely valuable in customer experience management. You can easily see its power in a customer experience journey map: nothing is an island — everything has a sequence and a series of connections that build upon one another.

ROI 48

ROI Effort Score Customer Journeys B2B 48

Storyminers

MAY 16, 2016

For example, encouraging reviews and promptly responding to feedback can aid a positive user experience, whilst also increasing trust between company and customer. Additionally it is useful to track mobile user engagement to gain insights using traffic analysis tools, like Google Analytics. We should have an app….” Benefit.

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

Beyond Philosophy

MARCH 12, 2015

What baffles me, then is why some organizations choose to ignore feelings and how they affect the behavior of their Customers. Right now, I could say, “Raise your hand if you have ever ignored the emotional engagement your organization creates with your Customers” and most organizations would have their hand in the air.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Michelli Experience

FEBRUARY 17, 2016

The word assist is a far more engaging and elevated word. Most customers will be assisted although many don’t want to be helped. Even if you can’t say “yes” to a customer’s request, you don’t have to say “no.” While this sounds benign enough, we don’t need to ask permission to provide service.

Policies 100

Policies Customer Service Engagement Training 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 the most visionary brands, interactions with customers are already a theatre of engagement. Customer engagement is a fast changing plot.

Omni-Channel 40

Omni-Channel Hotels Banking Insurance 40

Michelli Experience

DECEMBER 19, 2017

That person understands, despite the hype, that gift giving is secondary to many other more personally satisfying holiday experiences, such as: Quality time spent with family and friends. Deep spiritual connections. Warm human connections trump material things! Sumptuous food. Time away from the regular work ritual.

Consulting 113

Consulting Connections Customer Experience Company 113

Michelli Experience

DECEMBER 13, 2017

In that article, I focused on four reasons for re-enlivening the “good old days” of human-powered service experiences, namely: Customers crave a connection to simpler times. Customers find comfort in “the familiar.”. Old school service fits with the burgeoning artisanal movement happening now. In fact, I suggested….

Social Media 113

Social Media Customer Service Consulting Study 113

Michelli Experience

MARCH 25, 2016

By explaining a new product through a video, consumer connection and relationship is already being established—which is, by all accounts, the backbone of an excellent tech support in the long haul. Videos can be used to market a product and introduce it to a larger audience. It’s an efficient method of responding to user’s concerns.

Video 100

Video Entertainment Customer Service Social Media 100

Michelli Experience

DECEMBER 19, 2017

That person understands, despite the hype, that gift giving is secondary to many other more personally satisfying holiday experiences, such as: Quality time spent with family and friends. Deep spiritual connections. Warm human connections trump material things! Sumptuous food. Time away from the regular work ritual.

Consulting 100

Consulting Connections Customer Experience Company 100

Michelli Experience

DECEMBER 13, 2017

In that article, I focused on four reasons for re-enlivening the “good old days” of human-powered service experiences, namely: Customers crave a connection to simpler times. Customers find comfort in “the familiar.”. Old school service fits with the burgeoning artisanal movement happening now. In fact, I suggested….

Social Media 100

Social Media Customer Service Consulting Study 100

Myra Golden

MARCH 19, 2017

It sounds defensive and most certainly, it makes the customer more intent on speaking with a supervisor. Maybe try, “I can certainly connect you with a supervisor. If the customer insists on speaking to a supervisor, go ahead and transfer with a good attitude. Still, you don’t want to say this outright.

Airlines 86

Airlines Customer Service Training Customers Training 86

Storyminers

JULY 29, 2016

In order to retain customers and create loyalty, you have to know what drives your particular customers. This means you have to listen to your customers, get to know them and use what engages each particular customer to build relationships and make them feel cared for. Principal, Spencer X Smith Consulting.

B2C 124

B2C Customer Retention Strategy Brands 124

Michelli Experience

MAY 11, 2016

As such, all of us should be looking for ways to leverage the power of mobile, social, and the internet to gain feedback from our consistuents (our team members and customers). Additionally, we should encourage and engage public discussions of our performance.

Social Media 100

Social Media Feedback Technology Engagement 100

Michelli Experience

MARCH 2, 2016

That said, high-value and incipient high-value customers should be rewarded for and encouraged to enjoy as many of your products and services as possible. Customers who are engaged with your brand should have their contributions to your proitability rewarded.

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs How To 100

Michelli Experience

FEBRUARY 27, 2018

Are you and your people connecting with your customers the way George did with me? If you are looking for tools to make sure your service is favorably amplified on your customers’ platforms, I would be glad to schedule a 15-minute call to discuss it with you ?

Training 133

Training Social Media Consulting Customer Experience 133

Michelli Experience

AUGUST 15, 2017

As brand stewards, we are responsible for strengthening those connections when beneficial and severing them when they are detrimental! __. is a professional speaker and chief experience officer at The Michelli Experience. Namely, associations do matter whether those associations are strategic or inadvertent. Michelli, Ph.D.

Social Media 113

Social Media Consulting Brands Customers 113

Michelli Experience

JANUARY 12, 2016

Positive experiences and fun drive strong emotional connections. Every customer deserves to be treated like a “king” or “queen” whether those people can spend like one or not! (When my son posted this story on his Facebook page he had as many likes for the story as he did for their wedding pictures.).

Travel 100

Travel Airlines Hospitality Groups 100

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

Storyminers

FEBRUARY 9, 2016

This is done with the customer’s permission, of course, and is usually part of being a loyalty club member. Cognitec’s software (connected to store communications and the order management system) can alert a staff member to: • head to the back room to pick up the order (to save Mrs. Smith some time). show a picture of Mrs.

Retail 124

Retail Omni-Channel Software Video 124

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

JULY 4, 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. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Infographics 113

Infographics Consulting Customers Customer Experience 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

Michelli Experience

JUNE 15, 2016

Yet again the world is rocked by a terrible and senseless mass shooting. In a community not far from me in Central Florida, innocent men and women entered a business not expecting to run out in horror, be carried out in pain, or not walk out at all. The media will spotlight the human suffering and try to understand the psychology of the shooter.

Leadership 100

Leadership Financial Interaction Employee Engagement 100

Michelli Experience

JUNE 7, 2016

So what can every business leader learn from the brand experience consistently delivered by Muhammad Ali? Muhammad Ali was not only a civil rights advocate and exceptionally talented boxer – he was and will be an enduring brand.

Advertising 100

Advertising Brands Training Management 100

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? The second thing is that customers now prefer writing to talking. .

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Michelli Experience

FEBRUARY 7, 2017

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Infographics 100

Infographics Customer Service Customers Social Media 100

Michelli Experience

APRIL 12, 2016

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Infographics 100

Infographics Customer Experience Customers Employee Engagement 100