Michelli Experience

JULY 25, 2017

In support of my formula, Neil Davey, the managing editor of mycustomer.com recently cited David Ulrich’s research on the value chain of trusting and engaging employees. By contrast, employee distrust, disengagement, and neglect for development create the environment for most customer complaints. Trust, Engagement, and You.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

Storyminers

MAY 21, 2020

He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement. Interview: Why marketing should be the orchestrator of customer experience design.

Culture 147

Culture Voice of Customer Fashion Strategy 147

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

Kustomer

MARCH 23, 2022

This will allow you to see what your most valued customers are browsing for and offer relevant products and offers. Retaining and Engaging Customers. If customers like your brand, they’re more likely to subscribe to a mailing list. As most marketing now happens digitally, a good place to begin is web design.

Brands 98

Brands Social Media Loyalty Omni-Channel 98

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

Storyminers

JULY 29, 2018

That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein, who caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement.

Culture 113

Culture Voice of Customer Fashion Customer Experience Design 113

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 10, 2016

HOWEVER, service does not mean customers should be given the power to ABUSE those that serve them. It is one thing to be customer-centric (striving to build customer loyalty by helping your people, processes, and technology deliver customer engagement) and quite another thing to let your people become customer doormats.

Leadership 100

Leadership Hotels Loyalty Customer Centricity 100

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

JULY 27, 2016

In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment. From a process perspective, Starbucks continues to explore ways to increase the speed of service. .”

Leadership 100

Leadership Course Engagement Employee Experience 100

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

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

JANUARY 6, 2016

Hmm… Spending 7 times more to bring customers into your business (some of whom aren’t loyal by nature) or investing far less on the ones who want to be in relationship with you. If you want a competitive advantage driving customer engagement in 2016 …. Measure and drive employee engagement.

Customer Experience 100

Customer Experience Employee Engagement Competitive Advantage Customers 100

Michelli Experience

SEPTEMBER 30, 2016

For employees, perception drives emotional engagement, discretionary effort, and retention. It also involves a disciplined approach to seeking feedback and utilizes what you learn to further improve the experience – perceptions if you will – for those you serve. In the end, we are all in the perception business.

Net Promoter Score 100

Net Promoter Score Effort Score NPS Financial 100

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

Storyminers

JULY 29, 2018

He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement. Interview: Why marketing should be the orchestrator of customer experience design.

Culture 100

Culture Voice of Customer Fashion Strategy 100

Michelli Experience

FEBRUARY 17, 2016

My job was to “improve customer service by deploying employee scripts.”. Given my naivete, I took to my task by researching the best available customer service programs. Generally speaking customer service scripts are less effective than desired. The word assist is a far more engaging and elevated word.

Policies 100

Policies Customer Service Engagement Training 100

Myra Golden

DECEMBER 9, 2019

For more help in how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team. Customer Service eLearning – 10 courses to improve the way your employees talk to customers over the phone and email.

Customer Experience 52

Customer Experience Call Center Video Training 52

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.

Airlines 100

Airlines Travel How To Customer Experience Design 100

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

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

Myra Golden

JULY 1, 2019

Teaching in this way gives your customers the confidence they’ll need to try self-service again. Engage Customers By Having Them Select Prompts. As you’re teaching your customers, signal the prompts “they” are to use, and have them actually select the prompts.

Self Service 55

Self Service Retail Training Tips 55

Michelli Experience

NOVEMBER 8, 2016

The product and service experiences that follow those promises either fall short, deliver on, or exceed the promises made as customers choose to engage your brand. In a world where many make distorted claims, people are inspired by experiences and stories of those who meet or exceed the expectations they create.

Advertising 214

Advertising Brands Examples Meeting 214

Myra Golden

MARCH 19, 2017

For more help in how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team. Customer Service eLearning – 10 courses to improve the way your employees talk to customers over the phone and email.

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. Customer Service Speaker and Author.

B2C 124

B2C Customer Retention Strategy Brands 124

ReviewTrackers

MAY 8, 2017

This is why more and more businesses are investing in customer experience, learning and applying industry best practices, and developing strategies in customer experience management. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Michelli Experience

MAY 30, 2017

in March 2017, they sold the Craftsman brand to Stanley Black & Decker) and engaging new creditors all in an effort to stave off continued revenue challenges like the $2.2 We may need to adjust our strategic initiatives depending on our members’ and customers’ reactions to and level of engagement with our initiatives.

Customer Experience 113

Customer Experience Retail Social Media Trends 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. Do you have a “go to” song you sing when you are at a karaoke bar?

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. Do you have a “go to” song you sing when you are at a karaoke bar?

Culture 138

Culture Consulting Tools Customer Experience Design 138

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

Myra Golden

JULY 25, 2017

For more help with how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully customized, engaging, fun customer service training for your team. Customer Service eLearning – 10 courses to improve the way your employees talk to customers over the phone and email.

Customer Service Training 56

Customer Service Training Communication Training Video 56

Michelli Experience

NOVEMBER 1, 2016

In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand.

Connections 100

Connections Social Media Video Customer Experience Design 100

Myra Golden

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. We’re just trying to measure the customer experience. I remember sitting down with Ava, a customer service supervisor, to discuss her Quality Form. Needlessly Long Quality Form.

Contact Center 51

Contact Center Meeting Feedback Interaction 51

Michelli Experience

JANUARY 19, 2016

Since I’ve dedicated my career to researching, writing, consulting, and doing PRESENTATIONS about creating engaging experiences, lets list off the types of experiences Millennials desire. Engage them socially. Most importantly, it is time to craft experiences that engage Millennials and earn their loyalty!

Consulting 100

Consulting Advertising Loyalty Engagement 100

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

OCTOBER 19, 2018

It’s rare that I don’t write to you about customer service issues. But I want to talk about balance, not just because it’s so important to me, but because I know achieving peace and balance will help you be a better manager, leader, or customer service professional.

Travel 53

Travel Hotels Conference Customer Service 53

Michelli Experience

MARCH 11, 2016

Everyday mobile users have come to expect higher forms of engagement, and they’re pushing the smartphone’s technological progress in an interesting direction. About 79 percent of mobile users currently rely on SMS opt-in services to make purchasing decisions. Companies are urged to adopt mobile strategies, and for many reasons.

Technology 100

Technology Company Marketing Loyalty Programs 100