Michelli Experience

SEPTEMBER 30, 2016

In the course of my work as an experience designer and consultant, I have been defining customer experience strategy as a disciplined approach to brand differentiation achieved by elevating the perception of those you serve based on their interactions with you. In the end, we are all in the perception business.

Net Promoter Score 100

Net Promoter Score Effort Score NPS Financial 100

Michelli Experience

OCTOBER 19, 2016

Accordingly, they produce interactions with customers that are frequently caustic and tension-filled. However, he had not worked his way out of anger, resentment, bitterness or a “controlling” leadership style. They “rule” as opposed to “lead” and advance their own agenda irrespective of the impact they have on others.

Government 100

Government Travel Leadership Marketing 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

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

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.

CEM 60

CEM Customer Journeys Conference Customer Centricity 60

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.

Omni-Channel 40

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.

Customer Service 100

Customer Service Customers Interaction Meeting 100

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.

Sales 100

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

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

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

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

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 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

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

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

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

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.

Interaction 100

Interaction Technology Social Media How To 100

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!

Training 133

Training Social Media Consulting Customer Experience 133

Michelli Experience

JULY 19, 2016

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Interaction 100

Interaction Infographics Technology How To 100

Michelli Experience

FEBRUARY 20, 2018

Customer-centricity is a commitment or a strategy to assure the success of your customer. Whereas, customer experience is a set of customer perceptions forged across all their interactions with your brand.

Customer Centricity 133

Customer Centricity Customer Experience Advertising Touchpoint 133

Bold360

DECEMBER 1, 2016

He’s also the CEO of Boomē, a management consulting firm that specializes in customer experience design and author of a new book, What Customers Cravve , which will be in bookstores worldwide this October. “Organizations make many mistakes when selecting a customer relationship management solution.

Software 40

Software Customer Experience Company CRM 40

Bold360

NOVEMBER 21, 2016

“The impact of social media on customer experience continues to intrigue in 2016, and I’ve personally experienced some remarkable interactions this year…” The big winner for me was once again Hyatt Regency Hotels. Plans for 2017: Devote more resources to getting better real-time customer insight.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40