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

NOVEMBER 1, 2017

From my vantage point, Adolpho has a lot to teach us about the impact we can have on our team members and customers. Adolpho’s Lessons for Employee and Customer Engagement. Similarly, a few people can make a great difference when it comes to helping a workplace or customer experience become more engaging.

Customer Experience 173

Customer Experience Hotels Consulting Engagement 173

Kustomer

MARCH 23, 2022

In this post, we’ll be looking at how you can take advantage of this by leveraging the brand advocacy potential of your most loyal customers , who we’ll refer to as brand ambassadors throughout. A brand ambassador is someone who promotes your product or service in their interactions with other people via relevant communication channels.

Brands 98

Brands Social Media Loyalty Omni-Channel 98

Michelli Experience

JULY 25, 2017

I also opined on the critical role of trust in strengthening the social contract between businesses and customers. As such, I suggested business leaders should take the first step by trusting customers out of respect and gratitude for them. I depict this relationship in the formula: High TRUST = Happy Employees = Happy Customers =.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service.

Management 78

Management Leadership Conference Examples 78

Michelli Experience

AUGUST 10, 2016

I love serving customers and helping businesses create loyalty-building customer experiences. HOWEVER, service does not mean customers should be given the power to ABUSE those that serve them. Customers are not always right and when they wrongly mistreat your staff they should become former customers!

Leadership 100

Leadership Hotels Loyalty Customer Centricity 100

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Michelli Experience

OCTOBER 12, 2016

I’ve been doing customer experience design for a long, long time. In the old days, I would have read about some intriguing customer innovation and assumed that the attempted breakthrough was crafted on a firm foundation of customer listening and data analysis. Here is the truth from the trenches… .

Airlines 100

Airlines Travel How To Customer Experience Design 100

Storyminers

MAY 21, 2020

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. The bottom line is they’re doing before design.”. Change by design.

Culture 147

Culture Voice of Customer Fashion Strategy 147

delighted

JULY 19, 2019

You likely have heard the term “customer experience” or CX for short, and thought, “of course we want to continually improve and offer the best customer experience possible.”. But, what does Customer Experience (CX) actually mean? That’s why we’ve put together this customer experience glossary.

Resources 56

Resources Customer Journeys Customer Experience Net Promoter Score 56

Storyminers

JULY 29, 2018

Too many organisations are “doing” before “designing” when it comes to digital and customer transformation, and not going deep enough into insights analysis and cultural change. Wittenstein agreed that with the arrival of more technology at the front end of engagement, marketing and customer experience are aggressively coming together.

Culture 113

Culture Voice of Customer Fashion Customer Experience Design 113

Beyond Philosophy

OCTOBER 14, 2014

Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company. In other words, Customers will share data even though they don’t believe it is protected enough to get a better value from an organization. Trust and the Customer Experience.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

Michelli Experience

MAY 8, 2018

Redesigning Process Improvement in the Age of AI & the Customer. In essence, if you standardized your processes, you maximized efficiencies and drove consistency into your product creation and service delivery. But What About the Customer? Every process improvement effort should seek to effectively add value to customers.

Competitive Advantage 100

Competitive Advantage Customers Technology Data 100

Michelli Experience

DECEMBER 27, 2016

One day, I was asking Horst about a client of mine that was struggling to engage customers. As I presented the challenge to Horst, I explained the efforts the company’s leaders had exerted to, “improve the quality of their customer experience so that most customers had less pain during interactions”.

Customer Experience 223

Customer Experience Hotels Leadership Customers 223

Michelli Experience

JANUARY 6, 2016

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. In support of my position, I offer the following: If you want to keep customers in 2016 …. Why else are we in business?

Customer Experience 100

Customer Experience Employee Engagement Competitive Advantage Customers 100

Michelli Experience

FEBRUARY 20, 2018

The first is customer-centricity, and the other is customer experience. From my vantage point, the latter phrase (customer experience) is a subset of the former (customer-centricity). Customer-centricity is a commitment or a strategy to assure the success of your customer.

Customer Centricity 133

Customer Centricity Customer Experience Advertising Touchpoint 133

ShepHyken

JANUARY 10, 2017

Customer Experience Design. Shep Hyken speaks with Brian Solis, who asserts that all thinking needs to start with the customer experience design. Design what your customers are supposed to feel at all parts of their customer journey. Think beyond the products and services that you sell.

Customer Experience Design 48

Customer Experience Design Customer Journeys Customer Experience Meeting 48

Michelli Experience

FEBRUARY 7, 2017

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Infographics 100

Infographics Customer Service Customers Social Media 100

Myra Golden

DECEMBER 9, 2019

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. Customer Care. Short video on how to acknowledge a customer’s emotion: 3. Yield to Callers (Don’t interrupt or over talk customers). Open with a lead-in. Good morning. This is Penny.

Customer Experience 52

Customer Experience Call Center Video Training 52

Michelli Experience

JUNE 1, 2016

According to a recent comprehensive international study conducted by Accenture , 52% of customers reported that poor customer service caused them to switch from one brand to another in the past year. alone that “switching” behavior means poor service costs brands over 1.6 In the U.S. trillion dollars.

Advertising 100

Advertising Poor Customer Service Culture Study 100

Myra Golden

MARCH 19, 2017

Every interaction your employees have with customers is an opportunity to make the customer experience easy, helpful and friendly. The wrong words can cause dis-ease in customers, or leave customers thinking you don’t care. Customers, especially if they happen to be angry, need options. I’m fine.”.

Airlines 86

Airlines Customer Service Training Customers Training 86

Michelli Experience

MARCH 7, 2017

In 1909 Harry Gordon Selfridge, the founder of Selfridge’s department store, is credited with saying, “The customer is always right”. Through the years, a number of my colleagues and I have emphasized that the customer is not always right but they are always the customer. Your reputation matters. What would you do?

Lifetime Customer 214

Lifetime Customer Social Media Video Travel 214

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. Clearly, a bevy of mounting research does indicate your company’s’ future is linked to the consistent delivery of a differentiated customer experience.

Customer Experience 100

Customer Experience Social Media Mobile Customer Service Consulting 100

Michelli Experience

FEBRUARY 2, 2016

Would you be willing to be held to a standard (which I refer to as the “tremble effect”) when it comes to the quality and consistency of experiences you and your team provide to your customers? So let’s assume you want to drive increased customer accountability in your business. Where do you start?

Net Promoter Score 100

Net Promoter Score Healthcare Effort Score Feedback 100

Michelli Experience

NOVEMBER 14, 2017

Branded Customer Experience. That’s the power of customer experience design resulting in a “signature moment” that enhanced the Dairy Queen Fan Experience. Normally customers expect to step in line at a quick service restaurant (QSR) like Garbanzo and begin looking up at the menu board.

Brands 113

Brands Hotels Leadership Guest Experience 113

Michelli Experience

APRIL 11, 2017

I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about advocacy (referrals). wanting not to have their favorite places overrun with new customers).

Customer Care 230

Customer Care Brands Net Promoter Score Social Media 230

Storyminers

JULY 29, 2016

There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them. So how do you ensure your brand is retaining its precious customer base? VP of Customer Experience, Compellon.

B2C 124

B2C Customer Retention Strategy Brands 124

Michelli Experience

MARCH 27, 2018

I lay no claim to my prognostic ability, but when it comes to the future of customer experience delivery, I’m willing to venture an educated guess. Currently, companies like Amazon win customers through the selection, price, and ease involved in the shopping process. They lose them when customers want items now.

Customer Experience 124

Customer Experience Retail Consulting Customers 124

Michelli Experience

APRIL 20, 2016

More than a decade ago marketing professors Kevin Keller and Alice Tybout advanced two concepts that not only changed the way people market their businesses but also SHOULD have changed the way we think about delivering customer experiences. In essence, they are the things you and your customers call your own.

Customer Experience Design 100

Customer Experience Design Policies Brands Tips 100

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Storyminers

JULY 29, 2018

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. The bottom line is they’re doing before design.”. Change by design.

Culture 100

Culture Voice of Customer Fashion Strategy 100

Myra Golden

JULY 25, 2017

If your customer is raising his voice, cutting you off, or is clearly upset, he is stuck in the right side of the brain. To help this customer calm down, you’re going to have to move him to the left side of the brain. What you want is for your customer to operate in the left side of their brain, or their logical side.

Customer Service Training 56

Customer Service Training Communication Training Video 56

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. In that article, Dorothy Leonard details many empathic design strategies including: User-designer. Ethnographic research.

Culture 145

Culture Consulting Tools Customer Experience Design 145

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. In that article, Dorothy Leonard details many “empathetic design” strategies including: User-designer. Ethnographic research.

Culture 138

Culture Consulting Tools Customer Experience Design 138

Myra Golden

JULY 1, 2019

A lot of people are curious about self-service options in public libraries and in retail, but many customers will avoid trying self-service if it seems complicated. Here are 6 keys to guiding you through exactly how to teach first-time users to master self-service in your library branch or retail store. Let me show you.”.

Self Service 55

Self Service Retail Training Tips 55

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

AUGUST 15, 2017

Your Customer Experience Defined. From my perspective, your customer experience is the sum of perceptions consumers have about your brand based on their interactions with you. As a customer experience consultant, I disagree. Associations that Affect Customer Perception appeared first on Joseph Michelli.

Social Media 113

Social Media Consulting Brands Customers 113