{Guest Post} How Employee Engagement Impacts Your Company’s Performance and Results

Michelli Experience

Guest post by Zorian Rotenberg: As more and more hard evidence surfaces indicating the impact of employee engagement on company performance, it’s clear that organizations actively addressing this concern will outperform their competitors. Yet, as engagement is historically considered a “softer” area of focus in organizations, other business leaders still wonder: how much of an impact does it really have on performance and results? Defining Employee Engagement.

CX Consulting 101 – Top Principles of Customer Experience Design

Strativity

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. How purposeful customer experience design will elevate your organization’s performance. Think about a great customer experience you’ve had.

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Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors

Michelli Experience

As customers, we’ve encountered a service provider who unfortunately chose to attend to something of interest to them instead of attending to our needs. If you run a business involving human service delivery, you certainly want to set service expectations that help your people focus on the customer’s needs– every customer, every time. Similarly, employees are asked to agree to pay $1.00 each time they don’t say hello or goodbye to a customer.

Customer Experience Excellence – The Science and the Craft

Michelli Experience

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. Let’s take two of the most commonly accepted tenants of good customer service – eye contact and being physically present.

You Want Engaged Employees? Ignite Mastery

Michelli Experience

Thought leaders like Daniel Pink have provided insightful analysis of research showing three key drivers of human behavior: Purpose. Autonomy, and. Mastery. In essence, ample research shows that people will give maximal effort when they believe their effort will make a purposeful difference when they are given some level of control over the task or timeline for completing a project, and when they are provided the chance to grow and master new skills.

We Are All In The Perception Business!

Michelli Experience

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. For employees, perception drives emotional engagement, discretionary effort, and retention. It is perceptions that drive employee retention, customer engagement, loyalty, and even brand advocacy!

The Future of Customer Service: Human Intelligence (HI) or Artificial Intelligence (AI)

Michelli Experience

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. According to the press release “Select customers can now order coffee ‘on command’ using My Starbucks® barista as part of an initial feature rollout integrated seamlessly into the Starbucks mobile app for iOS.

5 Things a Service Professional Should ALWAYS Say…

Michelli Experience

Will it Fly? How to Leverage Quantitative and Qualitative Customer Listening

Michelli Experience

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. Often I walk into well-intention design efforts (like IndiGo’s) that have little more than an assumption underpinning the design. .

Trembling: Being Accountable to the Customer

Michelli Experience

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? While far less harsh, the world of customer experience performance management has certainly taken a turn in the direction of increased accountability! So let’s assume you want to drive increased customer accountability in your business.

It’s Not Easy Enough: Simplifying the Experience

Michelli Experience

No sooner had I begun to celebrate the Sam’s Club Scan & Go app, when I read an article about, “Amazon’s real world shopping experiment”, authored by David Katzmaier for CNET. When finished shopping, customers leave the store and their Amazon account is charged. ‘No If you are old like me, you will remember a time when there wasn’t an express checkout line at grocery stores. If you are somewhat younger, you might remember the days before self-checkout lanes were available.

From Online Search to Conversation and Then From Conversation to Sale: The Importance of Channel Relevance

Michelli Experience

You’ve likely invested quite a bit to get the attention of your prospective customers. Have you equally invested in shifting interest into a buying conversation by engaging those prospects from the outset on their preferred platform? Writing in Automotive News , Vince Bond Jr asks a question that is mission critical for many businesses today, “How do you quickly turn an Internet search into a conversation and turn that conversation into a sale?”.

Sales 176

Customer Resolution 2017 – Perfect Experiences

Michelli Experience

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”. Let’s assume you serve 100 customers a day and that “excellent” or “world-class” companies satisfy 90% of them.

When The Customer Is Wrong – Should The Business Be Right?

Michelli Experience

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. 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.

A Contrarian View on the United Airlines Customer Nightmare (We all have a role to play)

Michelli Experience

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. Tony said if you build a culture committed to, “wowing customers it doesn’t matter what you sell. Treat your customers as you would want your family treated!

Is Business a Game? Customer Experience Lessons from Gaming

Michelli Experience

Over the years, as a customer experience consultant, I’ve increasingly become a student of “game theory” and of the “gaming industry.” Clearly, game theory has its greatest application within the “gaming industry” According to an article by Mark de Bruijn titled Level-up your customer experience: Lessons from the gaming industry , gaming has become a 100 billion dollar industry serving 1.5 billion customers.

Sports 176

Thanksgiving & Your Business Year-Round

Michelli Experience

I’ve taken the liberty of extending Melody’s quote by suggesting in the context of business, “Gratitude turns shoppers into future buyers, and first-time buyers into repeat customers.”. In my company, The Michelli Experience “gratitude” has been a core value since our inception. Maybe, just maybe, it will inspire us to express our gratitude authentically in words and actions toward one another, our teams, and our customers.

Predictability in an Unpredictable World: Consistency and the Power of Brand

Michelli Experience

So think about the world today and the chaos which envelops you and your customers. In the face of these unpredictability drivers (and so many more that I didn’t dare list), our customers are looking for order through brands that offer predictability in products and services. If we focus on no other aspect of the customer experience , I recommend the dedicated pursuit of consistency; particularly as it relates to: Product Quality.

Which Should Come First?

Michelli Experience

Did you hear the one about the employee who was about to be recognized for his 20 th year of service, only for his supervisors to find that he hadn’t shown up for work in the last 6 years? Clearly that man’s employer should have created a culture that put “employees first,” right? All of this begs the question which should come first from the perspective of strategic priorities – the employee experience or the customer experience?

How are your POPS and PODS doing?

Michelli Experience

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. These POPS won’t win you business but the absence of points of parity could cause you to see customer churn. In essence, they are the things you and your customers call your own.

Do’s and Don’ts for a Human and Humane Holiday Experience {Infographic}

Michelli Experience

Business Client Experience Keynote Customer Engagement Customer Experience Customer Experience Keynote customer loyalty Customer Service Customer Value Employee Engagement General Human Performance Joseph Michelli Leadership Keynote Patient Experience Keynote Customer Experience Design Customer Service Consultant Differentiation Employee engagement Leadership Leadership Development Service-Centric Strategic Planning Talent Selection The Michelli Experience

{Infographic} Fine-tuning Your Service Expectations and Your Consistent Delivery of Service Behaviors

Michelli Experience

Small is the New Big: Customer Experience Excellence One Opportunity at a Time

Michelli Experience

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. So as not to postpone the connection between Adolpho Kamisky and the engagement of your team members and customers any further, I was moved by a statement made by Sarah Kamisky concerning the impact of the actions taken by her father and other members of the French resistance.

Send in the Drones: Elevating Service in A Technology-Driven World

Michelli Experience

All of this disruption is designed to create an enriched customer experience! Domino’s describes DRU as “cheeky and endearing”, while also noting that, “he is a four-wheeled vehicle with compartments built to keep the customer’s order piping hot and drinks icy cold whilst traveling on the footpath at a safe speed from the store to the customer’s door. How are you disrupting your service platform to create an expedited customer experience?

Service Professionalism – Neither Scripts Nor These 5 Gems

Michelli Experience

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. There were only 3 problems: Leaders throughout the organization said they wanted employee scripts but in no way wanted to monitor or reward performance based on them. Employees hated the scripts and didn’t understand why we were supposed to use them. Customers don’t care about policies!

Why You Should Be A “Yes and” Leader In A “No but” World

Michelli Experience

Soliciting and Using Customer Feedback: Learning Without Annoying

Michelli Experience

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. When customers take a portion of their precious time to offer their input, that time should be honored.

Why Companies Need to Bring Mobile Technology to the Marketing Table {Guest Post}

Michelli Experience

Everyday mobile users have come to expect higher forms of engagement, and they’re pushing the smartphone’s technological progress in an interesting direction. Modern shoppers are fully engaged with their devices, and they’re preferring brand providers capable of offering text-heavy engagement platforms. If your company has a responsive design, it can capitalize on the consumer’s inherent need of information.

How to Create A Successful Customer Loyalty Program

Michelli Experience

Personal Brand Vetting – THEY are Listening

Michelli Experience

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. For years companies have been trolling social media to see what customers post about brand experiences. Listening to customer is always a great idea.

Brands 157

If you aren’t accountable to your customer…

Michelli Experience

Pokémon Go: How to Launch Experiences that Maximize Technology and Social Interaction

Michelli Experience

Let me guess, you’d like your prospective customers to learn about your products or services WITHOUT you having to invest a bundle of money in marketing! 3) Leverage technology and interactivity – While much has been promised from augmented-reality technology, Niantic delivered an emotionally engaging experience. They are activating people to move and experience other gamers as well as the physical world around them.

Things to Consider About Customer Experience Going Into 2016

Michelli Experience

Make the Experience Faster and More Personal

Michelli Experience

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). 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.

The Muhammad Ali Experience: 5 Lessons to Win By

Michelli Experience

So what can every business leader learn from the brand experience consistently delivered by Muhammad Ali? Muhammad Ali was a man, a boxer, a hero for many, and a legendary brand that delivered hope, courage and transformation to those fortunate enough to encounter “The Greatest” experience. Muhammad Ali was not only a civil rights advocate and exceptionally talented boxer – he was and will be an enduring brand.

The SDI’s of Millennials

Michelli Experience

In addition to my S, D and I view of Millennials, research shows they are EXPERIENCE SEEKERS. According to the Boston Consulting Group, 72% of Millennials report that they prefer EXPERIENCES over products. Since I’ve dedicated my career to researching, writing, consulting, and doing PRESENTATIONS about creating engaging experiences, lets list off the types of experiences Millennials desire. Engage them socially.

Countering Terror with a Service Heart

Michelli Experience

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 ). Yet again the world is rocked by a terrible and senseless mass shooting.