Michelli Experience

NOVEMBER 14, 2017

That’s the power of customer experience design resulting in a “signature moment” that enhanced the Dairy Queen Fan Experience. As I worked with Garbanzo’s first CEO Alon Mor and his team in the early days of their brand development, the focus was not on the product handoff but the arrival experience.

Brands 113

Brands Hotels Leadership Guest Experience 113

Michelli Experience

SEPTEMBER 5, 2017

Relevance to Customer Experience Design. Implicit biases mean life or death in healthcare and they likely also have a meaningful impact on your customers. As a customer experience designer, I’ve been blessed to work with many Fortune 500 companies who are rich with talented “design thinkers.”

Customer Experience Design 127

Customer Experience Design Hospitality User Experience Healthcare 127

Michelli Experience

MARCH 25, 2016

If a video can’t entertain, then why can’t it inform simultaneously—specifically in the realm of customer service? Videos are very efficient in dispensing valuable information that would help the customer base enjoy and possibly encourage more transactions. So why not publish a video that addresses their needs?

Video 100

Video Entertainment Customer Service Social Media 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. Michelli, Ph.D.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

Michelli Experience

JANUARY 22, 2018

Customer Experience Design Strategies. For me, my “go to” strategies for product development or experience innovation involve components from my “empathic design” toolkit. is a professional speaker and chief experience officer at The Michelli Experience. Michelli, Ph.D.

Culture 145

Culture Consulting Tools Customer Experience Design 145

Michelli Experience

FEBRUARY 7, 2017

I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. 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.

Customer Service 100

Customer Service Customers Interaction Meeting 100

Michelli Experience

AUGUST 22, 2017

United, however, has become emblematic of an industry viewed as operationally challenged, uncaring, and not customer-centric. Given the time I spend on planes traveling to speak and consult, I have a fairly positive view of the airline industry. is a professional speaker and chief experience officer at The Michelli Experience.

Airlines 113

Airlines Data Travel Consulting 113

Michelli Experience

JANUARY 22, 2018

Customer Experience Design Strategies. For me, my “go to” strategies for product development or experience innovation involve components from my “empathetic design” toolkit. is a professional speaker and chief experience officer at The Michelli Experience. Michelli, Ph.D.

Culture 138

Culture Consulting Tools Customer Experience Design 138

Michelli Experience

JANUARY 24, 2018

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 {Infographic} Empathetic Design appeared first on Joseph Michelli.

Infographics 113

Infographics Consulting Customer Experience Company 113

Michelli Experience

DECEMBER 6, 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 Customer Experience Company 113

Michelli Experience

JANUARY 17, 2018

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 Customer Experience Company 113

Michelli Experience

NOVEMBER 2, 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 Customer Experience Consulting Customers 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

JUNE 22, 2018

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. + Joseph A. Michelli, Ph.D.

Infographics 100

Infographics Consulting Customer Experience Company 100

Michelli Experience

MARCH 7, 2018

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 Strategic Positioning Infographic | Is Your Customer Experience Agile Enough?

Infographics 100

Infographics Customer Experience Consulting Customers 100

Michelli Experience

SEPTEMBER 14, 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 Customer Experience Company 113

Michelli Experience

JANUARY 24, 2018

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 {Infographic} Empathic Design appeared first on Joseph Michelli. Michelli, Ph.D.

Infographics 100

Infographics Consulting Customer Experience Company 100

Beyond Philosophy

OCTOBER 25, 2018

We only said we put customers first because it made us feel better about the fact that we always put the company first. Even twenty years later, we still see organizations using this strategy about Customer Experience in our global customer experience consultancy. Natural: These are the ones that get it.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

Michelli Experience

DECEMBER 6, 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 100

Infographics Consulting Customer Experience Company 100

Michelli Experience

FEBRUARY 14, 2018

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 100

Infographics Consulting Customer Experience Company 100

Michelli Experience

SEPTEMBER 26, 2017

As a customer experience consultant, I find myself working with leaders across the globe and across business sectors on some very familiar themes; needs fulfillment, customer effort reduction, surprise and delight, etc. One of those bedrock issues in daily consulting includes “responsiveness.” Responsiveness.

Consulting 113

Consulting Automotive Retail Software 113

Michelli Experience

DECEMBER 20, 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 Customer Experience Company 113

Michelli Experience

OCTOBER 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 Customer Experience Consulting Customers 113

Michelli Experience

DECEMBER 6, 2016

I’ll admit it, as a customer experience consultant I have a tendency to see improving customer experience as a cure for all business ills. Forrester found that 71% of consumers say that valuing their time is the most important thing a company can do to provide them with good service. .

Customer Experience 100

Customer Experience Social Media Mobile Customer Service Consulting 100

Michelli Experience

SEPTEMBER 6, 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 {Infographic} It’s Time for Design Thinking appeared first on Joseph Michelli.

Infographics 113

Infographics Consulting Customer Experience Company 113

Michelli Experience

DECEMBER 20, 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 100

Infographics Consulting Customer Experience Company 100

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. I’m really not complaining. I merely mention this as a set-up to a story shared with me by my son.

Travel 100

Travel Airlines Hospitality Groups 100

Beyond Philosophy

MARCH 4, 2019

We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. Our guest, Zhecho Dobrev is a senior consultant at Beyond Philosophy and he shared some of the latest developments in the field. Why Customers Make Strange Decisions.

Measurement 102

Measurement Consulting Technology Customer Experience Professionals 102

Strativity

JANUARY 18, 2018

The world’s premier Experience and Culture Design consultancy, Strativity Group, Inc., The world’s premier Experience and Culture Design firm, announces the addition of Steven Walden and Bentley Williams and the opening of two new offices. He is the author of Customer Experience Management Rebooted, 2017.

Groups 40

Groups Culture Marketing Consulting 40

Michelli Experience

AUGUST 15, 2017

As a customer experience consultant, I disagree. 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.

Social Media 113

Social Media Consulting Brands Customers 113

Myra Golden

JULY 9, 2020

Yesterday I sat down with author, consultant, and trainer, Jeff Toister, to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control. Jeff recorded our discussion, and you can view it here to discover a surprising reason why your calls are taking so long.

Contact Center 52

Contact Center Consulting Course Customer Service 52

Beyond Philosophy

SEPTEMBER 19, 2019

Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 Joanne Causon, CEO of the Institute of Customer Service , joined me on our podcast about this downward trend in Customer Satisfaction.

Customer Satisfaction 113

Customer Satisfaction Effort Score Customers Trends 113

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

Customer Experience 223

Customer Experience Comparison Study Customer Service Training 223

Michelli Experience

JANUARY 19, 2016

In addition to my S, D and I view of Millennials, research shows they are EXPERIENCE SEEKERS. According to the Boston Consulting Group, 72% of Millennials report that they prefer EXPERIENCES over products.

Consulting 100

Consulting Advertising Loyalty Engagement 100

Michelli Experience

AUGUST 2, 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 Customer Experience Company 113

Beyond Philosophy

OCTOBER 15, 2020

The key, it seems, is in the clues we leave for customers in our Customer Experience design. In Carbone’s Book, Clued In How to Keep Customers Coming Back Again and Again , Carbone emphasizes the significance of clues and signals for our unconscious mental processes.

Hotels 131

Hotels Customer Experience Management Customer Experience Consulting 131

Myra Golden

AUGUST 8, 2018

I read that the average customer service call lasts two minutes longer than it needs to. And from personal experience in my own business and my years of customer service work, I believe this. I learned the technique from a consultant I hired to work with my employees in a call center in Tulsa.

Call Center 75

Call Center Consulting Video Training 75