Customer Experience Design Customer Service Employee Engagement Groups 
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. Here is the truth from the trenches… .
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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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. In essence those who board in the A group have more seat choices than those who board in the B or worse yet — the C group.
Storyminers
DECEMBER 22, 2017
Implementing the insight from research into your Customer Experience strategy and acting accordingly is a different story. Also, plainly stated, you are handing employees less busy work. That will increase engagement as well. Employee engagement and customer obsession across all departments.
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.
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”.
Michelli Experience
APRIL 18, 2017
When I book on Southwest, I know I can’t get in the A boarding group unless I pay for it or unless I am a frequent flyer with them. That said, we as consumer’s, have to realize we can’t have it all unless we are willing to pay a “have it all” price.
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