Michelli Experience

APRIL 11, 2017

One of the great things about social media is the ease with which customers can make what I refer to as “passive” referrals through the power of “social shares” or “likes.” A personal thank you note or small unexpected thank you gift goes a long way to sustaining referral behavior. Make it easy to make referrals.

Customer Care 230

Customer Care Brands Net Promoter Score Social Media 230

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.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Michelli Experience

FEBRUARY 27, 2018

As many of you know, Snapchat’s new design has sparked considerable criticism, but a simple tweet by celebrity Kylie Jenner purportedly contributed to a freefall for Snapchat’s stock. Here’s how social media reporter Megan Hills tells it in a Fortune article titled Snapchat’s $1.3

Training 133

Training Social Media Consulting Customer Experience 133

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 20, 2016

2) Pique Interest and Build Anticipation for Your Core Fans – Rather than hyping the app’s release endlessly and in a shotgun manner (commercials, social media saturation, etc). According to Ad Age , “In social media, Niantic tweeted that the game was available in the U.S., Pokémon Co. Australia, and New Zealand.

Interaction 100

Interaction Technology Social Media How To 100

Michelli Experience

AUGUST 15, 2017

It is for that reason that so much time and energy is spent trying to associate product use through celebrity endorsements or partnerships with social media influencers. Many social media posts emphasized that TIKI® did NOT need to issue the statement as people understood they were not supporting the action. TIKI® brand.

Social Media 113

Social Media Consulting Brands Customers 113

Michelli Experience

APRIL 11, 2017

One of the great things about social media is the ease with which customers can make what I refer to as “passive” referrals through the power of “social shares” or “likes.” A personal thank you note or small unexpected thank you gift goes a long way to sustaining referral behavior. Make it easy to make referrals.

Customer Care 133

Customer Care Brands Net Promoter Score Social Media 133

Michelli Experience

MARCH 25, 2016

Living in the information age where there’s YouTube, from which hours are consumed for entertainment, as well as different social media platforms like Facebook and Twitter—everything has evolved to accommodate a more visual and tech-savvy generation.

Video 100

Video Entertainment Customer Service Social Media 100

Storyminers

JULY 29, 2016

The most effective customer retention strategy – use your social media accounts to engage with what your customers are sharing online. Customer retention is most effective when you remain top of mind and valuable to your consumer using data points and e-commerce triggers. Want to read more from Emmelie?

B2C 124

B2C Customer Retention Strategy Brands 124

Michelli Experience

MARCH 11, 2016

Media-centric advertisements, immersive SMS and dynamic social media environments are to be expected. Everyday mobile users have come to expect higher forms of engagement, and they’re pushing the smartphone’s technological progress in an interesting direction.

Technology 100

Technology Company Marketing Loyalty Programs 100

Michelli Experience

DECEMBER 6, 2016

All the while, we must build work cultures where people listen to customers and constantly make improvements in experience delivery – so that consumers can share their perceptions loudly and favorably across their social networks. Given global choice and the power of social media…customer experience elevation is here to stay.

Customer Experience 100

Customer Experience Social Media Mobile Customer Service Consulting 100

Michelli Experience

MAY 2, 2017

Recently during a shareholders meeting, the Starbucks chief technology officer, Gerri Martin-Flickinger, suggested that consumer behavior is changing so rapidly that the days of customers using “one finger and point and click” to order online are waning and that the future will exclusively involve voice ordering.

Trends 113

Trends Fashion Customer Experience Social Media 113

CX Journey

FEBRUARY 21, 2019

Armed with this knowledge, move forward and improve the rest of your conversion funnel on your site with a customer-based approach that turns visitors into fans of your brand. Your landing page headline turns up in search engines, appears on social media posts, and sums up the main topic.

How To 88

How To Social Media Government Policies 88

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.

Customer Experience 113

Customer Experience Retail Social Media Trends 113

Michelli Experience

MAY 11, 2016

Businesses are held accountable on social media. 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).

Social Media 100

Social Media Feedback Technology Engagement 100

CX Journey

FEBRUARY 21, 2019

Armed with this knowledge, move forward and improve the rest of your conversion funnel on your site with a customer-based approach that turns visitors into fans of your brand. Your landing page headline turns up in search engines, appears on social media posts, and sums up the main topic.

How To 80

How To Social Media Government Policies 80

Michelli Experience

FEBRUARY 28, 2017

Customer perceptions also regulate their actions toward a brand. If your experience falls out of range with expectations born from other service providers, your customers are likely to complain, rate you poorly, speak ill of you on social media, and churn.

Customer Experience 100

Customer Experience Exercises Social Media System 100

Michelli Experience

JANUARY 24, 2017

Her category creation is reflected in marketing imagery and the design of the female-centric experience.

Customer Centricity 100

Customer Centricity Automotive How To Social Media 100

Michelli Experience

DECEMBER 30, 2015

It is easy to get swept into “media-fueled” rants or to get disheartened by pithy, anonymous jabs hurled on social media posts. But the adage, “you are what you eat” can be widened to “you are what you consume” in a broader social context. If you focus on the negative, your worldview is shaped accordingly.

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

CCO Council

MARCH 13, 2016

Despite significant efforts to improve the customer experience, many NPS programs have plateaued and customers complain even louder on social media. The value and application of design thinking in the enterprise was described in the September 2015 issue of the Harvard Business Review.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Banking Culture 40

Bold360

NOVEMBER 21, 2016

. “I have learned in 2016 that our customers (aged 18-24 years old or the millennials) spend most of their time…” On their mobile devices. Since our customers are mainly millennials, they communicate more through our social media platforms (Facebook, Instagram, Twitter, etc.) than by email or phone.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

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.

Customer Service 100

Customer Service Customers Interaction Meeting 100

Michelli Experience

MARCH 9, 2016

While political candidates have been making headlines challenging one another on the comparative “size of their hands” – a client of mine has demonstrated it really is the size of one’s heart that matters.

Engagement 100

Engagement Insurance Loyalty Employee Engagement 100

Michelli Experience

MARCH 2, 2016

Having worked with Starbucks since 2004, as I began my journey to my first of two books about them ( The Starbucks Experience and later Leading the Starbucks Way ), friends and colleagues are quick to contact me whenever Starbucks makes the news. That goes for both good and bad news!

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs How To 100

Storyminers

JANUARY 21, 2015

He’s known for thrilling readers with his engaging style. With the launch of Private Vegas, Patterson isn’t just creating a reading experience for consumers, he’s creating real-world, highly engaging experiences for passionate fans. James Patterson has written lots of books. Two in fact.

Engagement 100

Engagement Consumers Social Media Customer Experience Design 100

Michelli Experience

FEBRUARY 7, 2017

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Infographics 100

Infographics Customer Service Customers Social Media 100

Michelli Experience

MARCH 1, 2016

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Loyalty Programs 100

Loyalty Programs Loyalty How To Customers 100

Michelli Experience

JANUARY 20, 2016

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Infographics 100

Infographics Social Media Consulting Employee Engagement 100

delighted

JULY 19, 2019

The goal of a customer experience program is to gather customer experience intelligence, uncover customer insights from that data, and take action to close the loop and improve customer experiences through customer experience design. What is a Customer Experience (CX) program?

Resources 56

Resources Customer Journeys Customer Experience Net Promoter Score 56