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? In the end, we are all in the perception business.

Net Promoter Score 100

Net Promoter Score Effort Score NPS Financial 100

Michelli Experience

JULY 25, 2017

In support of my formula, Neil Davey, the managing editor of mycustomer.com recently cited David Ulrich’s research on the value chain of trusting and engaging employees. David Ulrich is a professor of business at the Ross School of Business at Michigan.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

ReviewTrackers

MAY 8, 2017

CX is also a great competitive differentiator, helping companies respond to and exceed customer expectations, improve satisfaction, drive loyalty, reduce churn, and increase revenue. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”. 20:20 Customer Experience Summit.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

SmartKarrot

MARCH 3, 2022

Role: Director, Customer Success Location: Remote, Chicago, IL, US Organization: Limeade As a Director of Customer Success, you will lead and manage a team of remote SAEs focused on enterprise customers while maintaining high levels of employee engagement, customer satisfaction, revenue retention, and growth.

Customer Success 19

Customer Success Case Study Customer Satisfaction Employee Engagement 19

Michelli Experience

MARCH 11, 2016

Two: Mobile Loyalty Programs Work. An astounding 90 percent of smartphone users enrolled in mobile loyalty clubs have found them beneficial. Modern consumers are actively agreeing upon loyalty program participation, and companies able to host such programs are experiencing immense growth.

Technology 100

Technology Company Marketing Loyalty Programs 100

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

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

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

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. Most importantly, it is time to craft experiences that engage Millennials and earn their loyalty! They look to reviews of peers, not to hype from marketers.

Consulting 100

Consulting Advertising Loyalty Engagement 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

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

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

BlueOcean

NOVEMBER 29, 2023

When your customer first interacts with our customer care team, we want them to fall in love with your brand or remember why they loved your brand in the first place. We want to deliver an experience that makes them feel heard, deliver the resolution they need, and inspire long-term brand loyalty. (If

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

Michelli Experience

JANUARY 12, 2016

This actually is a positive customer experience story AND it offers some important lessons for all of us seeking to drive customer loyalty. Before I get too far into my son’s story I have to offer a spoiler alert. Back to the story….

Travel 100

Travel Airlines Hospitality Groups 100

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

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

SmartKarrot

APRIL 4, 2022

These insights will help manage and measure customer success efforts. Customer insights will help chalk the perfect customer success strategy. It is important to establish customer success at all levels of the organization. This alone will allow them to look from a customer-specific focus.

Customer Centricity 10

Customer Centricity B2B Tips How To 10

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

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

FEBRUARY 27, 2018

In that article, Matt Carey discussed Home Depot’s substantial long-term investment designed to “transform the customer experience across all its channels, whether it’s in stores, in a person’s home, online or on a customer’s mobile device.”.

Training 133

Training Social Media Consulting Customer Experience 133

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

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

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! 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

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

AUGUST 22, 2017

It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. Here’s a walk down that pothole-riddled memory lane: January 22 nd all domestic flights were grounded for 2.5 hours due to a problem with a computer system that provides technical information to pilots.

Airlines 113

Airlines Data Travel Consulting 113

Michelli Experience

JANUARY 10, 2017

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. We’ve all had it happen.

Culture 100

Culture Study Examples Training 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

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. Once upon a time…in a land far, far away…I was a young organizational development specialist employed by a sizable health care system.

Policies 100

Policies Customer Service Engagement Training 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

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

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

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. I have been slow to accept that, from a service perspective, humans will ever be replaced by computers.

Customer Service 100

Customer Service Customers Interaction Meeting 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? Does this company “care about” meeting those needs?

Feedback 100

Feedback Consulting Customers Innovation 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

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

NOVEMBER 22, 2016

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.”. Author Melody Beattie once noted that: “Gratitude unlocks the fullness of life. It turns what we have into enough, and more.

Meeting 100

Meeting Consumers Communication Customer Experience 100