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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. Lead the charge on customer experience design.

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To Master Customer Experience Strategy, Master CX Mindset

Experience Investigators by 360Connext

The higher up in the organization, the further away from dealing with customers directly. It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. Creating a Customer Experience Habit means knowing what success looks like.

Strategy 225
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High Trust = Happy Employees = Happy Customer = Happy Shareholders = Happy Leaders

Michelli Experience

Neil cites David’s research noting that it demonstrates, “ For every 10% increase in employee engagement levels, a company’s customer service levels go up by 5%, and profits by 2%.”. By contrast, employee distrust, disengagement, and neglect for development create the environment for most customer complaints.

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Not Hand Size – Heart Size: The Art of Engagement and Loyalty

Michelli Experience

There are few things more important about leadership than developing and growing talent.

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What Motivates Employees?

CX Journey

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. Leadership is motivating. That sounds familiar.

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Customer Resolution 2017 – Perfect Experiences

Michelli Experience

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”. Who in the world wants to follow you or that leadership team if your aspiration is so timid.

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Customers Aren’t Always Right: Courageous Leaders Need to Be

Michelli Experience

Leadership must intervene when customers seek to: Manipulate. Leadership requires difficult choices and while it might have seemed to the restaurant manager in the situation that I observed that he was doing the right thing to not confront the customer… he was wrong. Intimidate. Persistently Swear. Personalize comments.