Myra Golden

APRIL 29, 2022

How closely are the employee and customer experience related? Happy, engaged employees help create great customer experiences that lead to greater customer engagement, satisfaction, and ongoing loyalty. Today, it’s becoming clear that you can’t have one without another.

Employee Experience 52

Employee Experience Loyalty Customer Engagement Engagement 52

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.

Leadership 100

Leadership Hotels Loyalty Customer Centricity 100

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

Engagement Entertainment Conference Analysis 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

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. Talk about creating loyalty! EQ Realm #5: Managing Relationships Our recent podcast on customer engagement touches on this topic, too.

Management 78

Management Leadership Conference Examples 78

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). Remind them you operate from referrals. Don’t forget the WIIFM.

Customer Care 133

Customer Care Brands Net Promoter Score Social Media 133

Beyond Philosophy

OCTOBER 14, 2014

How a customer feels about the company is an integral part of their loyalty to it. So to have trust, then your Customer Experience needs to include ways to build feelings of safety and acceptance to give customers the confidence in your organization that they need to form loyalty to you.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

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

Technology Company Marketing Loyalty Programs 100

Michelli Experience

NOVEMBER 1, 2017

Adolpho’s Lessons for Employee and Customer Engagement. So as not to postpone the connection between Adolpho Kamisky and the engagement of your team members and customers any further, I was moved by a statement made by Sarah Kamisky concerning the impact of the actions taken by her father and other members of the French resistance.

Customer Experience 173

Customer Experience Hotels Consulting Engagement 173

delighted

JULY 19, 2019

A company’s ability to continually deliver improved customer experiences has a dramatic effect on the entire sales cycle. It can help you increase sales at the beginning of the customer journey and provide better support to build customer loyalty at the end. What is a Customer Experience (CX) program?

Resources 56

Resources Customer Journeys Customer Experience Net Promoter Score 56

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 13, 2016

Striving to deliver great customer experiences intuitively seems like smart business, doesn’t it? So should you invest money in programs designed to improve the engagement and loyalty of your customers? That line differentiates between sub-par performance and excellent customer experiences.

Customer Experience 100

Customer Experience Effort Score Wireless Infographics 100

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

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 113

Consulting Touchpoint Leadership Employee Engagement 113

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. It’s all about the customer experience.

B2C 124

B2C Customer Retention Strategy Brands 124

Michelli Experience

JULY 27, 2016

In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment. ” Since most of us aren’t running coffee shops, what can we learn from these recent Starbucks moves: In 7 words: Make the Experience Faster and More Personal.

Leadership 100

Leadership Course Engagement Employee Experience 100

Michelli Experience

NOVEMBER 8, 2017

In her Forbes.com article titled How Gratitude Advances Marketing and Business, Cheryl Conner notes that business leaders should: Go for gratitude first, and loyalty will follow. But two-thirds of marketers view loyalty programs as a way for consumers to demonstrate their loyalty to brands. Gratitude and Business.

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

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

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

MARCH 1, 2016

(..)

Loyalty Programs 100

Loyalty Programs Loyalty How To Customers 100

Michelli Experience

MAY 17, 2016

(..)

Infographics 113

Infographics Engagement How To Employee Engagement 113

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

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].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Michelli Experience

DECEMBER 23, 2015

According to Forrester Research, 93% of corporate leadership teams place customer experience improvement on their list of strategic priorities and 23% businesses have it in the number 1 position. So what did leaders at Mercedes-Benz do that might help you with your customer experience elevation?

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

ClearAction

MARCH 24, 2017

We need to be thinking of VoC metrics as a value chain : (1) revenue, market share, and customer perceptions (VoC) are consequences of our business processes — they’re lagging indicators because our stakeholders see them when we see them, (2) what customers receive (e.g. timeliness, responsiveness, quality, accuracy, etc.)

ROI 48

ROI Effort Score Customer Journeys B2B 48

Beyond Philosophy

NOVEMBER 4, 2014

The circle of choice, or needing to have many choices available but not too many to create confusion and buyer’s remorse for their Customers, creates a paradox for many organizations in their Customer Experience design.

CEM 113

CEM Conference Customer Centricity Consumers 113

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

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. Strategy for CTA buttons is all well and good for the online experience, but what about retail experience and the CTAs that help consumers make decisions there? The Consequence of Choice. They don’t.

CEM 60

CEM Retail Consulting Conference 60

Beyond Philosophy

MARCH 12, 2015

What baffles me, then is why some organizations choose to ignore feelings and how they affect the behavior of their Customers. Right now, I could say, “Raise your hand if you have ever ignored the emotional engagement your organization creates with your Customers” and most organizations would have their hand in the air.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

Michelli Experience

FEBRUARY 28, 2017

Finally, there are certain things if done to a customer (an alarming error) that can cause them to squeal their siren; thus going from being passively engaged with you to being boisterous as they leave you. churn, maintain loyalty, or make a referral).

Customer Experience 100

Customer Experience Exercises Social Media System 100

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

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

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

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

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