Storyminers

DECEMBER 22, 2017

Implementing the insight from research into your Customer Experience strategy and acting accordingly is a different story. And those organizations that do, often manage the process of getting staff to manage customer related issues manually. Also, plainly stated, you are handing employees less busy work.

Customer Experience 138

Customer Experience Self Service Multi-Channel Customers 138

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

Customer Experience 223

Customer Experience Comparison Study Customer Service Training 223

Lumoa

FEBRUARY 9, 2023

Actionability is also, as we believe, one of the essential aspects of customer experience management. How do you take action on customer experience? Listen to your customers. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Michelli Experience

MARCH 7, 2017

I’ve come to believe that in order to be truly successful deploying a customer-experience strategy, you fundamentally have to believe: In general, customers are honest and fair. Lifetime customer value is more important than any single transaction. Lifetime customer value is more important than any single transaction.

Lifetime Customer 214

Lifetime Customer Social Media Video Travel 214

Michelli Experience

FEBRUARY 7, 2017

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Infographics 100

Infographics Customer Service Customers Social Media 100

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

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

Michelli Experience

AUGUST 10, 2016

It is one thing to be customer-centric (striving to build customer loyalty by helping your people, processes, and technology deliver customer engagement) and quite another thing to let your people become customer doormats. Service professionals certainly need skills to manage angry customers.

Leadership 100

Leadership Hotels Loyalty Customer Centricity 100

Michelli Experience

NOVEMBER 1, 2017

” So the moral of the story, thanks to Joshie and Adolpho, is inspire and drive the power of individual and small group acts for the betterment of humankind and customer experience excellence.

Customer Experience 173

Customer Experience Hotels Consulting Engagement 173

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

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.

Training 133

Training Social Media Consulting Customer Experience 133

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

FEBRUARY 2, 2016

While far less harsh, the world of customer experience performance management has certainly taken a turn in the direction of increased accountability! Offer development tools for those who can improve their experience delivery. It also has a morbid Darwinian flair whereby only the best architects survived.

Net Promoter Score 100

Net Promoter Score Healthcare Effort Score Feedback 100

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

SEPTEMBER 30, 2016

These two NPS metrics are highly correlated – meaning when staff members “perceive” their company as worthy of being referred customers share that perception. So, why is it that some companies don’t focus on “perception” management in the pursuit of business success?

Net Promoter Score 100

Net Promoter Score Effort Score NPS Financial 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

AUGUST 31, 2016

DRU the drone has been testing pizza deliveries in New Zealand – a country with legislation favoring commercial drone deliveries.

Technology 189

Technology Travel Innovation Study 189

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

JULY 4, 2017

The company goes through the process of photographing, identifying, categorizing and adding each item to an inventory that can be managed in a mobile app. When you store your stuff with Omni, it doesn’t just sit in a box or crate collecting dust in a warehouse somewhere.

Insurance 113

Insurance Consulting Customers Resources 113

Michelli Experience

JUNE 7, 2016

Great leaders like Muhammad Ali inspire us with the grace by which they manage their adversity. He viewed success as an obligation to do good in the world. 5) Remain Positive in the Face of Adversity: All of us, to one degree or another, suffer Shakespeare’s “slings and arrows of outrageous fortune.”

Advertising 100

Advertising Brands Training Management 100

Michelli Experience

JANUARY 19, 2016

They have had to learn to manage options, information overload and make quick decisions on where they will dedicate their energy and attention. Millennials are native to the “new media” where events are documented in real time by people like themselves who offer eyewitness accounts on Twitter. Millennials are DISCERNING.

Consulting 100

Consulting Advertising Loyalty Engagement 100

Michelli Experience

MARCH 18, 2016

He’s the managing director of thought LEADERS , LLC – a leadership development training firm. Mike Figliuolo is the co-author of Lead Inside the Box: How Smart Leaders Guide Their Teams to Exceptional Results and the author of One Piece of Paper: The Simple Approach to Powerful, Personal Leadership. Army as a combat arms officer.

How To 100

How To Leadership Consulting Advertising 100

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

Michelli Experience

DECEMBER 23, 2015

So what did leaders at Mercedes-Benz do that might help you with your customer experience elevation? Think Multi-year – As Henry Hynekamp, general manager, Customer Experience, at Mercedes-Benz USA, notes, “Customer experience transformation is hard and it doesn’t spontaneously combust in an organization.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

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

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

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

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

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 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

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

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

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