Michelli Experience
JANUARY 6, 2016
If you want customers to tell their family and friends about you in 2016 …. Focus on making sure you resolve customer issues in ways that don’t just satisfy customers but that also make them “happy.” If you want a competitive advantage driving customer engagement in 2016 …. Which will you choose this year?
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
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.
Strativity
OCTOBER 23, 2017
Quite the contrary, it accepts that consumers are oftentimes irrational and make decision based upon emotion, poor judgment, and various cultural influences. As such, behavioral economics has implications for many different disciplines, including customer experience.
Michelli Experience
MARCH 11, 2016
Modern shoppers are fully engaged with their devices, and they’re preferring brand providers capable of offering text-heavy engagement platforms. Automated SMS platforms, too, are on the rise, boosting the total number of consumers considering text-for-service options superior than other provided offers.
Lumoa
FEBRUARY 9, 2023
According to Temkin Experience Ratings (2017), there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Employee Engagement: Employees are aligned with the goals of the organization. It is trusted by 92% of consumers.
Michelli Experience
MARCH 7, 2017
Further, let’s assume that the customer threatens to give you a scathing rating on social media unless you remove the charge for that particular meal. Let’s even assume, that you know that person wanting the free meal pulled hair from their own head and placed it in their meal after they consumed a sizable portion. What would you do?
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