SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

JULY 27, 2016

Recently, for example, Starbucks has loosened up the employee (referred to as partner) dress code – expanding the acceptable clothing color pallet beyond black, khaki, and white. In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment.

Leadership 100

Leadership Course Engagement Employee Experience 100

Michelli Experience

JANUARY 6, 2016

Hmm… Spending 7 times more to bring customers into your business (some of whom aren’t loyal by nature) or investing far less on the ones who want to be in relationship with you. If you want a competitive advantage driving customer engagement in 2016 …. Measure and drive employee engagement.

Customer Experience 100

Customer Experience Employee Engagement Competitive Advantage Customers 100

Michelli Experience

AUGUST 10, 2016

HOWEVER, service does not mean customers should be given the power to ABUSE those that serve them. 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.

Leadership 100

Leadership Hotels Loyalty Customer Centricity 100

Michelli Experience

JANUARY 27, 2016

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Leadership 100

Leadership Infographics Employee Engagement Consulting 100

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

Employee Engagement Engagement Culture Connections 100

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

ClearAction

APRIL 29, 2020

Customer Experience Management , as it should be managed, is alignment of the company to customers. Accordingly, you may want to re-assess the charter in your company for your top customer experience leadership role. Track record of customer-centric decision-making. Bachelor’s degree.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

CX Journey

DECEMBER 21, 2016

Customer Culture Customer Culture is all about setting the stage for successfully designing and delivering a great customer experience. If you don't have a leadership team who supports and drives a customer-centric culture, forget it; it won't happen.

Company 80

Company Culture Employee Experience Leadership 80

SmartKarrot

APRIL 15, 2022

Present data, findings, results, and recommendations to leadership. Negotiate effectively with customers and partners and ensure that all Limeade contractual obligations and service commitments are met. Challenge the customers on how they operate, share examples of other customers and best practice. Apply here: [link].

Customer Success 19

Customer Success Return on Investment Employee Engagement Leadership 19

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.

How To 100

How To Leadership Consulting Advertising 100

Michelli Experience

MAY 17, 2016

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Infographics 113

Infographics Engagement How To Employee Engagement 113

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 what did leaders at Mercedes-Benz do that might help you with your customer experience elevation?

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

Michelli Experience

NOVEMBER 1, 2017

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.

Customer Experience 173

Customer Experience Hotels Consulting Engagement 173

Michelli Experience

JUNE 15, 2016

I also remember appreciating how leadership and the baristas at his Starbucks took the time to be “NICE” to him – thus providing a respite from the challenges he faced. I come to Starbucks for a coffee during my lunch break BECAUSE THEY ARE NICE TO ME and I feel able to get through the afternoon at work.” .

Leadership 100

Leadership Financial Interaction Employee Engagement 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

Wootric CX Blog

FEBRUARY 14, 2019

She has experience in both helping companies understand their employees and customers and identifying what drives retention, satisfaction, engagement, and the overall experience – so that, together, they can design a better experience for all constituents. Joey Coleman. Melinda Gonzalez.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Michelli Experience

SEPTEMBER 30, 2016

For employees, perception drives emotional engagement, discretionary effort, and retention. Summary metrics like the eNPS (the employee version of the net promoter score) ask staff how likely they are to recommend their employer to a friend or acquaintance? In the end, we are all in the perception business.

Net Promoter Score 100

Net Promoter Score Effort Score NPS Financial 100

Michelli Experience

JANUARY 19, 2016

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. Most importantly, it is time to craft experiences that engage Millennials and earn their loyalty!

Consulting 100

Consulting Advertising Loyalty Engagement 100

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

MARCH 11, 2016

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.

Technology 100

Technology Company Marketing Loyalty Programs 100

Michelli Experience

JANUARY 17, 2017

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. Those 3 areas are: Promotion.

Customer Experience 100

Customer Experience Gamification Banking Sports 100

SmartKarrot

APRIL 4, 2022

The customer success strategy needs to include how the company plans to sustain the competition by keeping customers invested. A well-outlined plan will help stick to patterns of growth and customer interaction. Employee Engagement. Employee engagement is necessary to enhance the quality of customer experience.

Customer Centricity 10

Customer Centricity B2B Tips How To 10

Michelli Experience

NOVEMBER 15, 2016

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?

Sales 100

Sales Automotive Advertising Study 100

Michelli Experience

JULY 20, 2016

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.

Interaction 100

Interaction Technology Social Media 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.

Feedback 100

Feedback Consulting Customers Innovation 100

Michelli Experience

MAY 11, 2016

As such, all of us should be looking for ways to leverage the power of mobile, social, and the internet to gain feedback from our consistuents (our team members and customers). Additionally, we should encourage and engage public discussions of our performance.

Social Media 100

Social Media Feedback Technology Engagement 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? Intuition , unfortunately, doesn’t necessarily pay the bills!

Customer Experience 100

Customer Experience Effort Score Wireless Infographics 100

Michelli Experience

MARCH 2, 2016

That said, high-value and incipient high-value customers should be rewarded for and encouraged to enjoy as many of your products and services as possible. Customers who are engaged with your brand should have their contributions to your proitability rewarded.

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs How To 100

Michelli Experience

FEBRUARY 17, 2016

The word assist is a far more engaging and elevated word. Most customers will be assisted although many don’t want to be helped. Even if you can’t say “yes” to a customer’s request, you don’t have to say “no.” While this sounds benign enough, we don’t need to ask permission to provide service.

Policies 100

Policies Customer Service Engagement Training 100

Michel Falcon Experience

APRIL 11, 2019

Company culture, customer experience, and employee engagement, and how all those three work together to build an admired, profitable company. I called the name of my company Falcon Consulting Group, because preemptively, I thought there was going to be tons of employees and a dope office. I could see why.

Culture 60

Culture Leadership Hospitality Meeting 60

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

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.

Lifetime Customer 214

Lifetime Customer Social Media Video Travel 214

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

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

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