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.

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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.

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Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

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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Michelli Experience

MARCH 9, 2016

There are few things more important about leadership than developing and growing talent. As for the innovative, vital, and soulful culture at Acuity, I will let you read Fortune magazine to learn more about that and how Acuity was chosen the 2nd best workplace in the nation.

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Beyond Philosophy

MAY 18, 2023

Emotional intelligence (EQ) is critical to leadership. EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives.

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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.

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Michelli Experience

NOVEMBER 14, 2017

In keeping with that message, I am excited to be blogging about one of my favorite leadership brands – Ed Mady and to use Ed as an example of the importance of creating signature moments that frame those “out of earshot” conversations. Branded Customer Experience. Here are just a few examples of Ed’s recent tweets.

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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!

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Beyond Philosophy

NOVEMBER 24, 2014

I meet many organizations that say they want to exceed Customer expectations at every moment of contact. The first step in exceeding your customer’s expectations is to know those expectations.”. - For most organizations, just meeting their Customer’s expectations would provide a good experience. I tell them they are mad!

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Michelli Experience

JUNE 13, 2017

Customer Experience Speaker, Consultant, Author VS. CASHIERS. To mitigate against our replaceability, we have to constantly assess what produces value in an ever-changing marketplace of customer wants, needs, and desires. Together my clients and I look for what serves their customers best. Master the Machines.

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Michelli Experience

OCTOBER 4, 2017

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

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Michelli Experience

MAY 30, 2017

The progression of the Internet, mobile technology, social networking and social media is fundamentally reshaping the way we interact with our core customers and members. We may need to adjust our strategic initiatives depending on our members’ and customers’ reactions to and level of engagement with our initiatives.

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Michelli Experience

MARCH 7, 2018

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. The post Strategic Positioning Infographic | Is Your Customer Experience Agile Enough?

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Michelli Experience

JANUARY 6, 2016

I’ve been critical of leaders who make declarations like “ THIS IS THE YEAR OF THE CUSTOMER.” My problem with those types of statements is that I believe every year should be the year of the customer. In support of my position, I offer the following: If you want to keep customers in 2016 …. Why else are we in business?

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eglobalis

DECEMBER 4, 2018

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

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Michelli Experience

NOVEMBER 2, 2017

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

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Beyond Philosophy

OCTOBER 14, 2014

Consumers also believe that in spite of this concern about safety they must share data to have a better experience with a company. In other words, Customers will share data even though they don’t believe it is protected enough to get a better value from an organization. Listen to your customers and engage with them.

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Michelli Experience

OCTOBER 4, 2016

Online retailers like Amazon have made shopping easier (24-hours a day, purchasing from the comfort of our home, with no lines at checkout) but they make customers wait for delivery (typically relying on UPS). For example, earlier this year Amazon began experimenting with ways to provide “on demand” delivery services.

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Michelli Experience

JUNE 22, 2017

The post Infographic: Customer Experience Creation: Give ’em a Reason to Hire & Keep You appeared first on Joseph Michelli.

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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.

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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). In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment.

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Michelli Experience

JULY 25, 2017

I also opined on the critical role of trust in strengthening the social contract between businesses and customers. As such, I suggested business leaders should take the first step by trusting customers out of respect and gratitude for them. I depict this relationship in the formula: High TRUST = Happy Employees = Happy Customers =.

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SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

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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… .

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Michelli Experience

JANUARY 22, 2018

Customer Experience Design Strategies. For me, my “go to” strategies for product development or experience innovation involve components from my “empathic design” toolkit. In that article, Dorothy Leonard details many empathic design strategies including: User-designer. User-designer.

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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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Michelli Experience

JANUARY 22, 2018

Customer Experience Design Strategies. For me, my “go to” strategies for product development or experience innovation involve components from my “empathetic design” toolkit. In that article, Dorothy Leonard details many “empathetic design” strategies including: User-designer. Ethnographic research.

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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. Image credit: mojonetworks.com.

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Myra Golden

APRIL 10, 2017

And I still needed to sit down with Jim to talk about issues with his recent tone with a customer. The second meeting was a task force to look for ways to increase customer loyalty. George was a bright, energetic, proactive frontline customer service representative. At 2:30 I have a customer loyalty task force meeting.

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Michelli Experience

MARCH 1, 2016

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Michelli Experience

SEPTEMBER 30, 2016

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. Let’s assume you open a brick and mortar retail business.

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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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Beyond Philosophy

MARCH 12, 2015

I love watching what people, and Customers do. When I am reviewing an organization’s experience I am on the look out for this type of irrational behavior as this will give me many clues on how to make it much better. Your Customers would raise their hands during this TED talk also. What do I mean by irrational behavior?

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CEM Customer Journeys Conference Customer Centricity 60

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. All channels for your Customers make up your Customer Experience, including websites. Of course, these examples are about the subconscious experience as none of these things make sense.

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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.

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Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Michelli Experience

OCTOBER 19, 2016

They also expect their people to treat one another accordingly and to extend that treatment to the customers they serve. Accordingly, they produce interactions with customers that are frequently caustic and tension-filled. However, he had not worked his way out of anger, resentment, bitterness or a “controlling” leadership style.

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One Millimeter Mindset

NOVEMBER 24, 2020

Instead, this internal customer discovery exercise allows you all to uncover what external clients really value. Retaining Clients leverages Innovative Customer Retention Strategies. Now is the best time to upskill and reskill for professional innovation and cross-functional team leadership. Contact me at this link.

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