Not Hand Size – Heart Size: The Art of Engagement and Loyalty
Michelli Experience
MARCH 9, 2016
There are few things more important about leadership than developing and growing talent.
Customer Engagement Customer Experience Design Employee Engagement Engagement 
Renewed Year Customer Experience Focus
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.
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Which Should Come First?
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.
High Trust = Happy Employees = Happy Customer = Happy Shareholders = Happy Leaders
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. Trust, Engagement, and You. What are the trust and engagement levels of your workforce?
Consulting 
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You Want Engaged Employees? Ignite Mastery
Michelli Experience
SEPTEMBER 15, 2016
Thought leaders like Daniel Pink have provided insightful analysis of research showing three key drivers of human behavior: Purpose. Autonomy, and.
Engagement 100
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How are your POPS and PODS doing?
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.
Make the Experience Faster and More Personal
Michelli Experience
JULY 27, 2016
Recently, for example, Starbucks has loosened up the employee (referred to as partner) dress code – expanding the acceptable clothing color pallet beyond black, khaki, and white. In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment.
Leadership 100
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A to Z Guide to Customer Experience Definitions and Terms (Updated)
Lumoa
FEBRUARY 9, 2023
It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty.
We Are All In The Perception Business!
Michelli Experience
SEPTEMBER 30, 2016
For employees, perception drives emotional engagement, discretionary effort, and retention. Summary metrics like the eNPS (the employee version of the net promoter score) ask staff how likely they are to recommend their employer to a friend or acquaintance? In the end, we are all in the perception business.
Customers Aren’t Always Right: Courageous Leaders Need to Be
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
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Customer Resolution 2017 – Perfect Experiences
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 Conferences and Events to Attend in 2017
ReviewTrackers
MAY 8, 2017
20:20 Customer Experience Summit by Marketforce gathers 250+ senior CX professionals from across a huge variety of industries, including retail, transport, financial services, media, telecoms, utilities, and more. Session topics include marketing technology strategy, customer experience design, and data and analytics.
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Will it Fly? How to Leverage Quantitative and Qualitative Customer Listening
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
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Using Behavioral Economics to turn Irrational Decision-Making into Exceptional Customer Experiences
Strativity
OCTOBER 23, 2017
Some behavioral economics techniques that have been uncovered that can be utilized in customer experience design include; Optimize Options. When designing customer experiences, structure the choice of options to ensure that it’s easy for a customer to make decisions.
Connecting With The Need To Connect: Watching People Eat Online
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.
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The SDI’s of Millennials
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!
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Why Companies Need to Bring Mobile Technology to the Marketing Table {Guest Post}
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. Modern shoppers are fully engaged with their devices, and they’re preferring brand providers capable of offering text-heavy engagement platforms.
Technology 100
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From Online Search to Conversation and Then From Conversation to Sale: The Importance of Channel Relevance
Michelli Experience
NOVEMBER 15, 2016
You’ve likely invested quite a bit to get the attention of your prospective customers. Have you equally invested in shifting interest into a buying conversation by engaging those prospects from the outset on their preferred platform?
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Soliciting and Using Customer Feedback: Learning Without Annoying
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.
Feedback 100
100 Noble Associations, Transparency, and Accountability EQUALS Success
Michelli Experience
MAY 11, 2016
As such, all of us should be looking for ways to leverage the power of mobile, social, and the internet to gain feedback from our consistuents (our team members and customers). Additionally, we should encourage and engage public discussions of our performance.
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How to Create a Successful Customer Loyalty Program
Michelli Experience
MARCH 2, 2016
That said, high-value and incipient high-value customers should be rewarded for and encouraged to enjoy as many of your products and services as possible. Customers who are engaged with your brand should have their contributions to your proitability rewarded.
Loyalty Programs 100
100 Service Professionalism – Neither Scripts Nor These 5 Gems
Michelli Experience
FEBRUARY 17, 2016
The word assist is a far more engaging and elevated word. Most customers will be assisted although many don’t want to be helped. Even if you can’t say “yes” to a customer’s request, you don’t have to say “no.” While this sounds benign enough, we don’t need to ask permission to provide service.
Policies 100
100 Customer Experience Excellence – The Science and the Craft
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.
So You Want to Deliver Outstanding Customer Experiences… | Driven to Delight
Michelli Experience
DECEMBER 23, 2015
Power SSI and was either the leader or had made substantial progress on internal and external metrics of customer satisfaction, loyalty and engagement. So what did leaders at Mercedes-Benz do that might help you with your customer experience elevation? By 2014, Mercedes-Benz USA had risen to the top of the J D.
Send in the Drones: Elevating Service in A Technology-Driven World
Michelli Experience
AUGUST 31, 2016
Have you been watching Domino’s global strategy over the recent number of years? If not, I think the pizza giant it worthy of study. Unbeknownst to many, Domino’s is an amazingly forward looking company.
Technology 189
189 Personal Brand Vetting – THEY are Listening
Michelli Experience
JUNE 28, 2016
As I help business leaders deliver branded customer experiences, I often start with the premise that brands are nothing more than what people say about us when we’re not around. From there, I work with leaders to determine what they want to be known for and what they want to hear their customers say about them.
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Gratitude is a Customer Experience Differentiator
Michelli Experience
NOVEMBER 8, 2017
If you are a parent of young children, you probably reminded them of the importance of saying this on Halloween as they went off trick-or-treating. I also suspect your parents taught you that these are two of the three magic words. Yes, I am talking about saying, “Thank you.” ” Beyond Social Skills – Words Matter.
Top 150 Global Customer Experience Thought Leaders and Influencers of 2020
SurveySensum
JULY 14, 2020
Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].
United Airlines: Big Data to the Rescue of the Passenger Experience?
Michelli Experience
AUGUST 22, 2017
It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. Here’s a walk down that pothole-riddled memory lane: January 22 nd all domestic flights were grounded for 2.5 hours due to a problem with a computer system that provides technical information to pilots.
Airlines 113
113 Customer Value – Expanding across the 12 Standard Forms of Value
Michelli Experience
JULY 4, 2017
Great leaders often ask me to help them create “customer value”, while others ask me to help them create “profit.” For me, the only way to generate sustainable profit is by developing a core competency for customer value creation. You have a customer solution, now what?
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Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors
Michelli Experience
JANUARY 10, 2017
As customers, we’ve encountered a service provider who unfortunately chose to attend to something of interest to them instead of attending to our needs. We’ve all had it happen.
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Countering Terror with a Service Heart
Michelli Experience
JUNE 15, 2016
Yet again the world is rocked by a terrible and senseless mass shooting. In a community not far from me in Central Florida, innocent men and women entered a business not expecting to run out in horror, be carried out in pain, or not walk out at all. The media will spotlight the human suffering and try to understand the psychology of the shooter.
Leadership 100
100 Predictability in an Unpredictable World: Consistency and the Power of Brand
Michelli Experience
MARCH 23, 2016
So think about the world today and the chaos which envelops you and your customers. Based on the opinion of many people far smarter than me, it appears that humans have been on a journey to bring order to chaos from the beginning of time. In fact, the great graphic artist M.
Brands 100
100 How to Lead a Rising Star {Guest Post by Mike Figliuolo}
Michelli Experience
MARCH 18, 2016
Today’s guest post is by Mike Figliuolo, co-author of Lead Inside the Box: How Smart Leaders Guide Their Teams to Exceptional Results (you can get your copy by clicking here ). You can learn more about Mike and the book at the end of the post. Here’s Mike: Erin joined your team about a year ago.
How To 100
100 The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)
Michelli Experience
FEBRUARY 7, 2017
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. I have been slow to accept that, from a service perspective, humans will ever be replaced by computers.
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Trembling: Being Accountable to the Customer
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? There’s accountability and there’s ACCOUNTABILITY. Try this one on for size….
Memorable WOW Experience Held Together by Coffee Stir Sticks
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.
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Awaken the Force: Six Powerful Commitments for 2016
Michelli Experience
DECEMBER 30, 2015
As December comes to a close, many of us will do a “year in review” (and if we don’t, Facebook will do it for us). A lot of us will also think about how we can succeed in the year to come. I have long stopped doing “New Year’s resolutions” since I’ve repeatedly lost and gained back the same 10 pounds I have been resolving to lose since 2001.
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It’s Not Easy Enough: Simplifying the Experience
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.
Technology 100
100 Thanksgiving & Your Business Year-Round
Michelli Experience
NOVEMBER 22, 2016
I’ve taken the liberty of extending Melody’s quote by suggesting in the context of business, “Gratitude turns shoppers into future buyers, and first-time buyers into repeat customers.”. Author Melody Beattie once noted that: “Gratitude unlocks the fullness of life. It turns what we have into enough, and more.
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Beating the Giant: It’s as Simple as Artisanship
Michelli Experience
AUGUST 3, 2016
I suspect you’ve heard the phrase, “dollars to donuts.” From my research, its earliest reference occurred in 1876 and typically implies a wager where you are so certain of a bet that you are willing to gamble losing dollars (something of higher value) for the prospect of winning donuts (something of lower value).
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Mar 11 – Customer Success Jobs
SmartKarrot
MARCH 11, 2022
Role: Director of Customer Success Location: Remote, Washington, United States Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention, and growth.
The Muhammad Ali Experience: 5 Lessons to Win By
Michelli Experience
JUNE 7, 2016
So what can every business leader learn from the brand experience consistently delivered by Muhammad Ali? Muhammad Ali was not only a civil rights advocate and exceptionally talented boxer – he was and will be an enduring brand.
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To Switch or Not To Switch – 4 Ways to Stop Customer Churn
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. In the U.S. alone that “switching” behavior means poor service costs brands over 1.6 trillion dollars.
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