CX Journey

APRIL 21, 2015

Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D. Company executives say: " We''ll collect feedback from employees later. Let''s start with customers."

Customer Experience 80

Customer Experience Training Roadmap Tools 80

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

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

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Storyminers

DECEMBER 22, 2017

Implementing the insight from research into your Customer Experience strategy and acting accordingly is a different story. By creating a condition alert, fast, tactical follow-up actions can be achieved and target-setting encourages employees to become more engaged and in turn, increase productivity.

Customer Experience 138

Customer Experience Self Service Multi-Channel Customers 138

ReviewTrackers

MAY 8, 2017

This is why more and more businesses are investing in customer experience, learning and applying industry best practices, and developing strategies in customer experience management. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

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

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. alone that “switching” behavior means poor service costs brands over 1.6 In the U.S. trillion dollars.

Advertising 100

Advertising Poor Customer Service Culture Study 100

Michelli Experience

FEBRUARY 17, 2016

My job was to “improve customer service by deploying employee scripts.”. Given my naivete, I took to my task by researching the best available customer service programs. Generally speaking customer service scripts are less effective than desired. Patients felt the scripts were robotic.

Policies 100

Policies Customer Service Engagement Training 100

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.

Travel 100

Travel Airlines Hospitality Groups 100

Michelli Experience

AUGUST 22, 2017

A study by the Institute of Customer Service (ICS) showed that staff attitude is among the most “annoying or frustrating” components of experience delivery and accounts for 62% of customer complaints.

Airlines 113

Airlines Data Travel Consulting 113

Michelli Experience

JANUARY 10, 2017

After you’ve exerted considerable coaching effort, let team members go when they are not coachable or can’t perform consistently with expectations (it is for their good – they need to find something they are better suited for – and it is for the good of your service culture). It is the way things get done every day in every action.

Culture 100

Culture Study Examples Training 100

Michelli Experience

AUGUST 10, 2016

Having been mentored by the father of the modern-day Ritz-Carlton Hotel company, Horst Schulze, I learned long ago that service professionalism and servitude should not be confused. Customers are not always right and when they wrongly mistreat your staff they should become former customers!

Leadership 100

Leadership Hotels Loyalty Customer Centricity 100

Michelli Experience

FEBRUARY 2, 2016

Offer development tools for those who can improve their experience delivery. Encourage team members to explore other career opportunities or other employers if they consistently “don’t or won’t” delight your customers.

Net Promoter Score 100

Net Promoter Score Healthcare Effort Score Feedback 100

Wootric CX Blog

FEBRUARY 14, 2019

She helps clients achieve smart profit growth through product and price optimization based on deep customer insights and has managed engagements and projects in a wide range of industries like telecommunication, retail, software, transportation, and high-tech. Why we love Sarang: Sarang’s head of Customer Success at Wootric.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability.

Airlines 230

Airlines Travel Transportation Customer Centricity 230

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

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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.

Brands 185

Brands Social Media Financial Analysis 185

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

Technology Travel Innovation Study 189

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?

Insurance 113

Insurance Consulting Customers Resources 113

Customer Enthusiast

JULY 19, 2021

I heard a story on the Manager Tools podcast that stuck with me. In the late ‘70s the chairman of Sony Corp., Akio Morita, noticed a lot of young people walking around carrying a boom box on their shoulder during a visit to New York City.

Innovation 73

Innovation Tools Management Employee Engagement 73

Michelli Experience

MAY 11, 2016

It’s that time of year when we remember and honor our mothers, so allow me to harken back to a “momism” that was frequently uttered in my childhood home. Marie Michelli was quick to say, “tell me who you run around with and I’ll tell you what you are.”.

Social Media 100

Social Media Feedback Technology Engagement 100

Michelli Experience

JULY 27, 2016

I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience).

Leadership 100

Leadership Course Engagement Employee Experience 100

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

Leadership Financial Interaction Employee Engagement 100

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

Brands Travel Customer Experience Consumers 100

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

How To Leadership Consulting Advertising 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

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.

Net Promoter Score 100

Net Promoter Score Effort Score NPS Financial 100

Michelli Experience

FEBRUARY 10, 2016

Maybe it is an occupational hazard, but every time I receive service I make two rather important decisions: Does this company know how to “care for” my presenting need? I carry that evaluation process through every touch point with a brand including if/how they solicit feedback from me about their service delivery.

Feedback 100

Feedback Consulting Customers Innovation 100

Michelli Experience

JANUARY 19, 2016

In the 1950’s, a number of ministers and politicians railed against the “evils of rock and roll” and implied that the youth of the day were adversely affected by the insidious nature of the music. Despite that music, most of us who lived through the 1950’s and 60’s did so without too much lasting damage.

Consulting 100

Consulting Advertising Loyalty Engagement 100

Michelli Experience

MARCH 11, 2016

Mobile technology has reached unprecedented levels on innovation. Products like Google Cardboard are revolutionizing virtual reality, and yearly location-based innovations are creating astounding utility. In 2016, mobile marketing will be a must-have by many businesses.

Technology 100

Technology Company Marketing Loyalty Programs 100

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.

Social Media 100

Social Media Government System Consumers 100

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability.

Airlines 100

Airlines Travel Transportation 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

JANUARY 17, 2017

Over the years, as a customer experience consultant, I’ve increasingly become a student of “game theory” and of the “gaming industry.” I sense I am not the only one. For example, Thomas J. Watson the founder of IBM is quoted as once saying that “business is a game.”.

Customer Experience 100

Customer Experience Gamification Banking Sports 100

Michelli Experience

MAY 4, 2016

This blog is about relevant messaging throughout the journey your customers have with your brand. Much of a customer’s journey with a brand depends on the words and images that they encounter in marketing, shopping, and post-sale. I’ll leave all that to the theologians.

Connections 100

Connections Brands Sales Customer Journeys 100