There are leaders, followers, and…well people who just get in the way! Which are you? In business today, it takes leadership to build a business that consistently engages customers. MORE
The World’s Largest CX Transformation firm, Strativity Group, named 36th fastest growing consulting firm by Consulting Magazine — founder Lior Arussy accepts SmartCEO’s Circle of Excellence Award. MORE
Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. MORE
Ok, I admit the issue of employee versus customer primacy falls into the category of unanswerable debates such as which came first the chicken or the egg. That said, many leaders continue to articulate a mantra that either the customer or the employee “comes first.”. MORE
I’ve often said anyone can create a mouse. All you have to do is put a copious quantity of food and cloth scraps on your floor and, over time, a mouse will appear. The same can be said for great service cultures. Leaders are responsible for “creating the right environment” for world-class customer experiences to occur. Take Starbucks as an example. . . MORE
” I started saying that after a particularly challenging consulting exercise. appeared first on Customer Experience Consulting. Blog Culture Customer Experience Featured customer experience consulting CXI employee engagement honest evaluation linkedin loyalty MORE
Our Professional Services and Consulting team provides expert assistance in designing effective Voice of the Customer programs, helping clients significantly impact business performance for more than a decade. MORE
A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. MORE
I will admit it. I am old. I remember a time when people carried pieces of paper in their car to help them get around. We called those documents “maps” and we struggled to fold them back into place when we were finished using them. MORE
A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Great leaders often ask me to help them create “customer value”, while others ask me to help them create “profit.” MORE
If you are old like me, you will remember a time when there wasn’t an express checkout line at grocery stores. If you are somewhat younger, you might remember the days before self-checkout lanes were available. MORE
Astronaut Eugene Cernan once said, “If you begin to think you’re something you’re not, you’re looking in the wrong mirror.”. In my opinion, many industries have been looking in the wrong mirror for a long time! MORE
A new year is here and I need to make a confession. I admit it. I’ve been critical of leaders who make declarations like “ THIS IS THE YEAR OF THE CUSTOMER.” My problem with those types of statements is that I believe every year should be the year of the customer. Why else are we in business? MORE
appeared first on Customer Experience Consulting. Blog Culture Featured communication culture Customer Experience customer experience consulting feedback innivation linkedin team-building MORE
Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. The Power of Identity. MORE
Mobile technology has reached unprecedented levels on innovation. Products like Google Cardboard are revolutionizing virtual reality, and yearly location-based innovations are creating astounding utility. In 2016, mobile marketing will be a must-have by many businesses. MORE
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. MORE
Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. Early in my career I was so excited “to be considered for work” that I didn’t understand the importance of due diligence when connecting your brand with someone else’s business. MORE
Guilty! I admit it I’ve been known to take a complex topic like “customer experience excellence” and make it even more complex. So let’s take a simplified, hopefully not a simplistic, run at how to treat customers in a way that separates you from the competition. MORE
Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement There are many philosophies out there. MORE
In addition to three topics I typically talk and consult about (customer experience, leadership, and culture), in every setting one word kept coming up – Millennials! This past week I traveled to and worked with leaders in five cities across the US and Canada, (Baltimore, Philadelphia, Knoxville, Houston, and Vancouver, B.C). Most leaders and frontline workers are trying to determine what it takes to engage Millenials (the group born somewhere between 1980 and 1996). MORE
Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you. MORE
Which is why, in customer service consulting and among customer experience consultants, we always recommend you first work on getting your framework right, before going forward and attacking the details. Micah Solomon is a customer service consultant, customer experience consultant, speaker and the bestselling author most recently of High-Tech, High-Touch Customer Service. MORE
Outsource Consultants , a leading call center outsourcing advisory firm, hired call center industry veteran Dave LaBatt as the Vice President of Global Sales in March 2017. Outsource Consultants President, Corey Kotlarz says, “We are very excited to have Dave on board. MORE
Did you hear the one about the employee who was about to be recognized for his 20 th year of service, only for his supervisors to find that he hadn’t shown up for work in the last 6 years? If only this was the set-up for a joke and not reality ! Clearly that man’s employer should have created a culture that put “employees first,” right? MORE
She will be supporting all aspects of consultancy and training delivery in the coming months – we are very lucky to have her!! “Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently. MORE
Today’s consumers have high expectations and increasingly expect their sales and service experiences to be personalized, quick and easy across all interaction channels. MORE
The post From Call Center to Consultant: 6 Steps I Followed to Build My Customer Experience Career appeared first on Michel Falcon Customer and Employee Experience Expert If you’re reading this, you most likely have a career in customer experience. MORE
According to Watermark Consulting, customer experience leaders enjoyed a stock increase 77.7%. Follow Watermark Consulting for updates. Over a seven year period, the S&P 500 Index gained 51.5%. MORE
The post {Infographic} Customer Experience Speaker, Consultant, Author, or … A Robot appeared first on Joseph Michelli. MORE
Through its partnership with Talkdesk, OTG Consulting is able to leverage Talkdesk’s partner program benefits, including its expansive product set, competitive residuals and lucrative spiffs, dedicated account teams, ongoing training and priority support. About OTG Consulting. MORE
Customer Experience Speaker, Consultant, Author VS. CASHIERS. As a customer experience consultant , I am constantly working with business leaders to help them “get obsessed with value” and look for ways to provide the right mix of people and technology to deliver it. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. MORE
As someone who consults with companies on how to effectively listen and act on the feedback provided by customers, I thought it might be helpful to share a few best practices (which clearly many brands who attempt to engage me simply don’t utilize): Customer listening should be in the best interest of the customer, not the brand. MORE
Consulting Related Topics CX Journey
NOVEMBER 2, 2016
Image courtesy of cheryl1906 For today’s post, it was my pleasure to collaborate with Ben Motteram to compile some ideas you may not have considered with regards to ways you can measure how well you're delivering your customer experience - without hiring a consultant to do the work with or for you.
Verint
MAY 17, 2017
Today’s consumers have high expectations and increasingly expect their sales and service experiences to be personalized, quick and easy across all interaction channels.
Michelli Experience
DECEMBER 2, 2015
There are leaders, followers, and…well people who just get in the way! Which are you? In business today, it takes leadership to build a business that consistently engages customers.
Michel Falcon Experience
FEBRUARY 19, 2016
The post From Call Center to Consultant: 6 Steps I Followed to Build My Customer Experience Career appeared first on Michel Falcon Customer and Employee Experience Expert If you’re reading this, you most likely have a career in customer experience.
Michelli Experience
AUGUST 17, 2016
Ok, I admit the issue of employee versus customer primacy falls into the category of unanswerable debates such as which came first the chicken or the egg. That said, many leaders continue to articulate a mantra that either the customer or the employee “comes first.”.
Michelli Experience
MARCH 30, 2016
Astronaut Eugene Cernan once said, “If you begin to think you’re something you’re not, you’re looking in the wrong mirror.”. In my opinion, many industries have been looking in the wrong mirror for a long time!
Michelli Experience
MARCH 11, 2016
Mobile technology has reached unprecedented levels on innovation. Products like Google Cardboard are revolutionizing virtual reality, and yearly location-based innovations are creating astounding utility. In 2016, mobile marketing will be a must-have by many businesses.
Michelli Experience
SEPTEMBER 21, 2016
I’ve often said anyone can create a mouse. All you have to do is put a copious quantity of food and cloth scraps on your floor and, over time, a mouse will appear. The same can be said for great service cultures. Leaders are responsible for “creating the right environment” for world-class customer experiences to occur. Take Starbucks as an example. . .
Michelli Experience
JUNE 14, 2017
The post {Infographic} Customer Experience Speaker, Consultant, Author, or … A Robot appeared first on Joseph Michelli.
Michelli Experience
MARCH 16, 2016
Did you hear the one about the employee who was about to be recognized for his 20 th year of service, only for his supervisors to find that he hadn’t shown up for work in the last 6 years? If only this was the set-up for a joke and not reality ! Clearly that man’s employer should have created a culture that put “employees first,” right?
Michelli Experience
JANUARY 26, 2016
Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. Early in my career I was so excited “to be considered for work” that I didn’t understand the importance of due diligence when connecting your brand with someone else’s business.
Michelli Experience
DECEMBER 9, 2015
Guilty! I admit it I’ve been known to take a complex topic like “customer experience excellence” and make it even more complex. So let’s take a simplified, hopefully not a simplistic, run at how to treat customers in a way that separates you from the competition.
Michelli Experience
DECEMBER 16, 2015
I will admit it. I am old. I remember a time when people carried pieces of paper in their car to help them get around. We called those documents “maps” and we struggled to fold them back into place when we were finished using them.
Michelli Experience
JUNE 13, 2017
Customer Experience Speaker, Consultant, Author VS. CASHIERS. As a customer experience consultant , I am constantly working with business leaders to help them “get obsessed with value” and look for ways to provide the right mix of people and technology to deliver it. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Michelli Experience
JANUARY 13, 2016
Michelli Experience
JANUARY 6, 2016
A new year is here and I need to make a confession. I admit it. I’ve been critical of leaders who make declarations like “ THIS IS THE YEAR OF THE CUSTOMER.” My problem with those types of statements is that I believe every year should be the year of the customer. Why else are we in business?
ijgolding
JULY 14, 2017
She will be supporting all aspects of consultancy and training delivery in the coming months – we are very lucky to have her!! “Focus on the whole journey, not just the transaction” In the world of Customer Experience (CX) you will hear this phrase frequently.
Michelli Experience
FEBRUARY 10, 2016
As someone who consults with companies on how to effectively listen and act on the feedback provided by customers, I thought it might be helpful to share a few best practices (which clearly many brands who attempt to engage me simply don’t utilize): Customer listening should be in the best interest of the customer, not the brand.
360Connext
MAY 20, 2015
Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.
360Connext
JANUARY 27, 2017
appeared first on Customer Experience Consulting. Blog Culture Featured communication culture Customer Experience customer experience consulting feedback innivation linkedin team-building
Michelli Experience
FEBRUARY 9, 2016
360Connext
NOVEMBER 12, 2014
Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. The Power of Identity.
CSM Magazine
APRIL 5, 2017
Outsource Consultants , a leading call center outsourcing advisory firm, hired call center industry veteran Dave LaBatt as the Vice President of Global Sales in March 2017. Outsource Consultants President, Corey Kotlarz says, “We are very excited to have Dave on board.
360Connext
JANUARY 5, 2015
” I started saying that after a particularly challenging consulting exercise. appeared first on Customer Experience Consulting. Blog Culture Customer Experience Featured customer experience consulting CXI employee engagement honest evaluation linkedin loyalty
Confirmit
MARCH 6, 2017
Our Professional Services and Consulting team provides expert assistance in designing effective Voice of the Customer programs, helping clients significantly impact business performance for more than a decade.
Michelli Experience
DECEMBER 15, 2016
If you are old like me, you will remember a time when there wasn’t an express checkout line at grocery stores. If you are somewhat younger, you might remember the days before self-checkout lanes were available.
Brad Cleveland
JULY 16, 2015
According to Watermark Consulting, customer experience leaders enjoyed a stock increase 77.7%. Follow Watermark Consulting for updates. Over a seven year period, the S&P 500 Index gained 51.5%.
Michelli Experience
MAY 18, 2016
In addition to three topics I typically talk and consult about (customer experience, leadership, and culture), in every setting one word kept coming up – Millennials! This past week I traveled to and worked with leaders in five cities across the US and Canada, (Baltimore, Philadelphia, Knoxville, Houston, and Vancouver, B.C). Most leaders and frontline workers are trying to determine what it takes to engage Millenials (the group born somewhere between 1980 and 1996).
Beyond Philosophy
JANUARY 12, 2015
Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour Customer Behaviour Customer experience customer experience industry customer experience management employee engagement There are many philosophies out there.
Talkdesk
SEPTEMBER 5, 2017
Through its partnership with Talkdesk, OTG Consulting is able to leverage Talkdesk’s partner program benefits, including its expansive product set, competitive residuals and lucrative spiffs, dedicated account teams, ongoing training and priority support. About OTG Consulting.
Michelli Experience
JULY 4, 2017
A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience.
Michelli Experience
FEBRUARY 7, 2017
Michelli Experience
JULY 4, 2017
A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Great leaders often ask me to help them create “customer value”, while others ask me to help them create “profit.”
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