Michelli Experience

AUGUST 10, 2016

I love serving customers and helping businesses create loyalty-building customer experiences. HOWEVER, service does not mean customers should be given the power to ABUSE those that serve them. 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

CX Journey

MAY 10, 2017

Not everyone is motivated in the same way, so you need to be prepared to use different tools and approaches; you need to personalize or customize the experience to the individual. We talk a lot about that when we describe customer experience design. Consider the following ideas when you want to move your employees.

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Leadership Employee Experience Feedback Customer Experience Design 145

Michelli Experience

JANUARY 27, 2016

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Leadership 100

Leadership Infographics Employee Engagement Consulting 100

SmartKarrot

APRIL 15, 2022

Role: Vice President of Customer Success Location: Phoenix, AZ, US (Hybrid) Organization: Chime Technologies Inc. As a Vice President of Customer Success, you will drive customer success outcomes by influencing product adoption, customer satisfaction, and overall customer success.

Customer Success 19

Customer Success Return on Investment Employee Engagement Leadership 19

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… .

Airlines 100

Airlines Travel How To Customer Experience Design 100

Michelli Experience

JULY 27, 2016

During my more than a decade relationship with the brand, I’ve never ceased to be amazed by the commitment of Starbucks leaders when it comes to continuous improvement for both the customer and employee experience. From a process perspective, Starbucks continues to explore ways to increase the speed of service.

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Leadership Course Engagement Employee Experience 100

CX Journey

DECEMBER 21, 2016

There are (at least) five categories in which companies continue to fall down when it comes to the customer experience. Customer Culture Customer Culture is all about setting the stage for successfully designing and delivering a great customer experience.

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Company Culture Employee Experience Leadership 80

Michelli Experience

DECEMBER 23, 2015

According to Forrester Research, 93% of corporate leadership teams place customer experience improvement on their list of strategic priorities and 23% businesses have it in the number 1 position. So how do you not only satisfy your customers, but actually delight them? Well, not exactly. Actually, not at all.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

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.

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Customer Experience Comparison Study Customer Service Training 223

Michelli Experience

MARCH 18, 2016

Erin is a joy to lead, but she presents you with a big leadership challenge. 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. Her talent means she could move on to bigger roles.

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Michelli Experience

MARCH 7, 2017

In 1909 Harry Gordon Selfridge, the founder of Selfridge’s department store, is credited with saying, “The customer is always right”. Through the years, a number of my colleagues and I have emphasized that the customer is not always right but they are always the customer. Your reputation matters. What would you do?

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Lifetime Customer Social Media Video Travel 214

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

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Michelli Experience

APRIL 20, 2016

More than a decade ago marketing professors Kevin Keller and Alice Tybout advanced two concepts that not only changed the way people market their businesses but also SHOULD have changed the way we think about delivering customer experiences. In essence, they are the things you and your customers call your own.

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Customer Experience Design Policies Brands Tips 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. Such things as….

Airlines 230

Airlines Travel Transportation Customer Centricity 230

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Michelli Experience

JUNE 15, 2016

Typically, we don’t know if the next customer has suffered a recent tragedy, is distressed by health or financial difficulties, or feels unaccepted by others. During the wake of this most recent tragedy, I reflected back to a Starbucks customer I spoke to while writing my second book about the company ( Leading the Starbucks Way ).

Leadership 100

Leadership Financial Interaction Employee Engagement 100

Michelli Experience

NOVEMBER 1, 2017

From my vantage point, Adolpho has a lot to teach us about the impact we can have on our team members and customers. Adolpho’s Lessons for Employee and Customer Engagement. Similarly, a few people can make a great difference when it comes to helping a workplace or customer experience become more engaging.

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Customer Experience Hotels Consulting Engagement 173

Michelli Experience

NOVEMBER 8, 2017

For example, when a customer enters a retail store and a clerk asks, “How are you today?” Most customers know the question is little more than a universal greeting. Most clerks don’t really want a customer to honestly answer the question. Fortunately, most customers will deflect with a response of, “I’m fine.”

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

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 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? You have a customer solution, now what?

Insurance 113

Insurance Consulting Customers Resources 113

Michelli Experience

FEBRUARY 2, 2016

Would you be willing to be held to a standard (which I refer to as the “tremble effect”) when it comes to the quality and consistency of experiences you and your team provide to your customers? So let’s assume you want to drive increased customer accountability in your business. Where do you start?

Net Promoter Score 100

Net Promoter Score Healthcare Effort Score Feedback 100

SmartKarrot

APRIL 4, 2022

Customer-centricity is important for any organization’s culture. Customer-centric DNA means the person needs to have the qualities or features that fundamentally keep the customer at the center of every action. A customer-centric DNA is when the focus of your company is customer success. Have a plan in place.

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Customer Centricity B2B Tips How To 10

Michelli Experience

MARCH 2, 2016

In those days of yore, leaders were concerned about decreasing product value by giving away a 13 th drink to customers who had purchased 12. There is nothing like a recession for brands to embrace the need to reward customers for loyal behavior. 2) Drive Profitability – Every customer should be treated caringly and with respect.

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Loyalty Programs Loyalty Rewards Programs How To 100

Michelli Experience

FEBRUARY 10, 2016

As someone who consults with companies on how to effectively listen and act on the feedback provided by customers, I thought it might be helpful to share a few best practices (which clearly many brands who attempt to engage me simply don’t utilize): Customer listening should be in the best interest of the customer, not the brand.

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Feedback Consulting Customers Innovation 100

Michelli Experience

MARCH 30, 2016

Based on these observations Krim, and leaders at other companies like Casper, sought to remove customer experience pain points and eliminate “bad profit.” Here are some of the specifics in the transformation of the mattress sales experience, which should be applicable to any business.

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Ecommerce Advertising Sales Innovation 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.” billion customers. In his article Mark identifies three key ways that designers in the video and mobile gaming industry create “gamer engagement”, loyalty, and spend.

Customer Experience 100

Customer Experience Gamification Banking Sports 100

Michelli Experience

JULY 13, 2016

Striving to deliver great customer experiences intuitively seems like smart business, doesn’t it? So should you invest money in programs designed to improve the engagement and loyalty of your customers? Forrester has developed an annual benchmarking survey which they call the Forrester Customer Experience Index.

Customer Experience 100

Customer Experience Effort Score Wireless Infographics 100

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. Both features allow customers to order from Starbucks simply by using their voice….Previously

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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. trillion dollar US customer churn problem and save money through retention strategies as opposed to advertising and marketing spend.

Advertising 100

Advertising Poor Customer Service Culture Study 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. Such things as….

Airlines 100

Airlines Travel Transportation Customer Centricity 100

Michelli Experience

MARCH 25, 2016

If a video can’t entertain, then why can’t it inform simultaneously—specifically in the realm of customer service? Videos are very efficient in dispensing valuable information that would help the customer base enjoy and possibly encourage more transactions. It helps potential customers warm up to a product.

Video 100

Video Entertainment Customer Service Social Media 100

Michelli Experience

JANUARY 5, 2017

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Infographics 235

Infographics Customer Experience Customers Consulting 235

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. Angus Yang. Why we love Augie: He’s the Sr. Blake Morgan.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Michelli Experience

AUGUST 31, 2016

All of this disruption is designed to create an enriched customer experience! How are you disrupting your service platform to create an expedited customer experience? For the purpose of this blog let’s just focus on two elements of the Domino’s pizza delivery innovation. Oh, it’s DRU.

Technology 189

Technology Travel Innovation Study 189

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.

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Brands Social Media Financial Analysis 185

Michel Falcon Experience

APRIL 11, 2019

Learning about my Employee Advisory Board and how it’s helped us create a great workplace. ? My approach to customer experience strategies to grow a business. Company culture, customer experience, and employee engagement, and how all those three work together to build an admired, profitable company.

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Culture Leadership Hospitality Meeting 60

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. I WORK FOR YOU!”. Michelli, Ph.D.

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Training Social Media Consulting Customer Experience 133