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

Strativity

OCTOBER 23, 2017

Behavioral economists can provide insight into how customers interact, both rationally and irrationally, with a firm’s touchpoints across their customer journey, a key component of customer experience. Customers and individuals in general can become overwhelmed when presented with too many choices.

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Customer Experience Customer Journeys Touchpoint Customer Experience Design 45

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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Employee Engagement Engagement Culture Connections 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.

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Conference Omni-Channel Customer Journeys Customer Experience 50

Michelli Experience

DECEMBER 27, 2016

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”. Horst, in his charming yet forceful clarity replied, “That is exactly your shared problem.

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Customer Experience Hotels Leadership Customers 223

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

Myra Golden

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. ” Measure only standards and objectives that help you achieve the sound, flow, and feel in interactions that reflect the soul of your brand. Ditch everything else and get that form to three pages or less.

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Contact Center Meeting Feedback Interaction 51

Storyminers

JULY 29, 2016

By responding to your reviews, you can showcase your excellent customer service, reward your customers for providing feedback and encourage future interactions with your client base. Positive, personal interactions with customers can help increase brand loyalty. Founder/Partner, Storyminers. Adam Lasky.

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B2C Customer Retention Strategy Brands 124

Michelli Experience

DECEMBER 6, 2016

In a study of 2,000 American Consumers, Brodeur Partners found that “shareability of the experience and association (I’m ok if people know I’m associated with a brand) are” twice as important to Gen Y as to Baby Boomers. According to Gartner, 85% of business to customer relationships will not involve human interaction by 2020.

Customer Experience 100

Customer Experience Social Media Mobile Customer Service Consulting 100

Peter Lavers

NOVEMBER 8, 2017

It’s a massive mistake to assume any of these mindsets in our customer experience design, so I’d like to briefly unpack each mindset and consider how we can help discern which the customer is in. In face-to-face and telephonic interactions, this means open questioning and good empathetic skills.

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Omni-Channel Self Service Retail Analytics 53

Martin Hill-Wilson

OCTOBER 6, 2015

I’ve just had the pleasure of chairing a customer engagement conference. Both spoke eloquently about the use of emotion in customer experience design. All that means they are smart at serving customers with the right information while learning from every interaction how to improve their value for the next customer.

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Omni-Channel Hotels Banking Insurance 40

Michelli Experience

FEBRUARY 7, 2017

It involved a drive-thru interaction between a team of Dutch Bros baristas and a customer who was having a difficult day shortly after the loss of her husband. One moment from that interaction was captured on a mobile phone by another customer and the picture went viral.

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Customer Service Customers Interaction Meeting 100

Beyond Philosophy

MARCH 12, 2015

In my SlideShare presentation, “ Customer Are Irrational, Stop Fighting it ,” I define the customer experience as: A Customer Experience is an interaction between and organization and a customer as perceived through a Customer’s conscious and subconscious mind.

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CEM Customer Journeys Conference Customer Centricity 60

Storyminers

JANUARY 26, 2015

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

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Michelli Experience

NOVEMBER 15, 2016

The goal of that texting interaction is to transfer the prospect from their preferred texting modality into the buying stage where the prospect presents for a test drive at the dealership. As the prospect clicks on the link, a texting conversation begins.

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Sales Automotive Advertising Study 100

Michelli Experience

MARCH 23, 2016

If we focus on no other aspect of the customer experience , I recommend the dedicated pursuit of consistency; particularly as it relates to: Product Quality. The Emotional Outcomes Emerging from Every Customer Interaction. Service Speed. Staff Knowledge. Price Transparency.

Brands 100

Brands Travel Customer Experience Consumers 100

Michelli Experience

JANUARY 3, 2018

While working with Steve Cannon, then CEO of Mercedes-Benz USA, I saw the power of declaring a manageable set of transformational leadership objectives – one of which involved being a world-class customer experience provider (not just best in automotive but best across all businesses who interact directly with customers).

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Consulting Automotive Leadership Resources 113

Michelli Experience

DECEMBER 13, 2017

Train your team to deliver warm, genuine, and caring experiences when customers choose to interact with people. Study their journey with you. Make their journey easier where possible with technology. Better, Worse, Differentiating, and Extraordinary.

Social Media 113

Social Media Customer Service Consulting Study 113

Michelli Experience

JUNE 13, 2017

As a customer experience consultant , I am constantly working with business leaders to help them “get obsessed with value” and look for ways to provide the right mix of people and technology to deliver it. Together my clients and I look for what serves their customers best.

Consulting 113

Consulting Self Service Customer Experience Customers 113

Michelli Experience

JUNE 15, 2016

Typically, we don’t know if the next customer has suffered a recent tragedy, is distressed by health or financial difficulties, or feels unaccepted by others. What we do know, is that we have the power in every human interaction to provide service! By that I mean we can offer others: A Warm Welcome. An Eagerness to be of Assistance.

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Leadership Financial Interaction Employee Engagement 100

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.

Social Media 113

Social Media Consulting Brands Customers 113

Myra Golden

MARCH 19, 2017

Every interaction your employees have with customers is an opportunity to make the customer experience easy, helpful and friendly. 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.

Airlines 86

Airlines Customer Service Training Customers Training 86

Michelli Experience

MAY 30, 2017

The progression of the Internet, mobile technology, social networking and social media is fundamentally reshaping the way we interact with our core customers and members. The filing also suggested, to no one’s surprise, that: “ The retail industry is changing rapidly. As a result, we are transitioning to a member-centric company.”.

Customer Experience 113

Customer Experience Retail Social Media Trends 113

Michelli Experience

JANUARY 10, 2017

Look for the behaviors you desire in prospects while you’re hiring them (during formal interviews and informal interactions). Let prospects know what you expect for service before you hire them. Remind people of your service expectations during orientation and onboarding. Consistently demonstrate the service behaviors yourself.

Culture 100

Culture Study Examples Training 100

Michelli Experience

JANUARY 3, 2018

While working with Steve Cannon, then CEO of Mercedes-Benz USA, I saw the power of declaring a manageable set of transformational leadership objectives – one of which involved being a world-class customer experience provider (not just best in automotive but best across all businesses who interact directly with customers).

Consulting 100

Consulting Automotive Leadership Resources 100

Michelli Experience

DECEMBER 13, 2017

Train your team to deliver warm, genuine, and caring experiences when customers choose to interact with people. Study their journey with you. Make their journey easier where possible with technology. Better, Worse, Differentiating, and Extraordinary.

Social Media 100

Social Media Customer Service Consulting Study 100

Michelli Experience

OCTOBER 19, 2016

Accordingly, they produce interactions with customers that are frequently caustic and tension-filled. They “rule” as opposed to “lead” and advance their own agenda irrespective of the impact they have on others. They produce fear-based cultures where team members cower at the prospect of being chastised.

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Government Travel Leadership Marketing 100

Michelli Experience

JANUARY 24, 2017

Not only does the company transform the traditional “male mechanic/female customer” interaction but they also design “female-centric” experiences into other areas of the customer journey such as the service lounge (which at GAC is embellished with a team that provides manicures, pedicures, and blowouts).

Customer Centricity 100

Customer Centricity Automotive How To Social Media 100

CCO Council

MARCH 13, 2016

But like many processes, they neglect the customer. You’re predisposing someone to be irritated with you before you even begin the human interaction. Despite significant efforts to improve the customer experience, many NPS programs have plateaued and customers complain even louder on social media.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Banking Culture 40

Michelli Experience

DECEMBER 30, 2015

Here are my 6 commitments for 2016, I will be asking you to share your targets at the end of this post: Show-up : Surely, you have run across people who perpetually make excuses or you’ve had interactions with those who seem to be in a constant state of “trying.”

Social Media 100

Social Media Government System Consumers 100

Myra Golden

MARCH 17, 2017

When you do, you’ll be remembered for perfectly handling one of the most embarrassing customer interactions. 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. Was This Helpful?

How To 58

How To Banking Hotels Travel 58

Michelli Experience

JULY 20, 2016

3) Leverage technology and interactivity – While much has been promised from augmented-reality technology, Niantic delivered an emotionally engaging experience. More importantly, they have people catching Pikachu and Squirtle (along with other characters) in a very social way.

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Interaction Technology Social Media How To 100

Storyminers

MAY 16, 2016

Transforming paper-based operational task lists into intelligent app-based checklists, turning disparate communications mechanisms into transparent 2-way interactions, Mobaro enables retailers to really step up and meet the demands of their consumers for a consistent brand experience across all stores.

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

Think Customers

MAY 10, 2016

These days, it seems as if all customers have heightened expectations for receiving consistent customer experiences. I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M.

Customer Experience 40

Customer Experience Hotels Guest Experience Conference 40

delighted

JULY 19, 2019

Customer Experience is loosely defined as the overall perception of your brand in the eyes of your customer — built on the accumulated interactions they have with your business across various platforms. It’s how they feel about their entire experience with your brand, both offline and online. (And

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Resources Customer Journeys Customer Experience Net Promoter Score 56

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

FEBRUARY 27, 2018

Since, according to the Institute of Customer Service (ICS), most customer complaints (62%) aren’t about products per se but rather about the way people treat customers during service interactions, investing time and money to, select, train and develop service talent creates a huge opportunity. Dumbfounded in amazement!

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Training Social Media Consulting Customer Experience 133