Customer Bliss

OCTOBER 24, 2017

Anahita is a certified Lean Six Sigma (LSS) green belt and Project Management Professional (PMP) with prior experience consulting for both public and private-sector organizations. Use Human-Centered Design to Transform Your Customer Experience Methodology.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

Michelli Experience

FEBRUARY 7, 2017

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

Customer Service 108

Customer Service Customers Interaction Social Media 108

Michelli Experience

JUNE 13, 2017

Customer Experience Speaker, Consultant, Author VS. CASHIERS. On the other hand, when we are the consumer who wants self-service we are likely to complain if that self-service option is not available. Together my clients and I look for what serves their customers best. Michelli, Ph.D.

Consulting 45

Consulting Customer Experience Workshop Customers 45

Beyond Philosophy

OCTOBER 25, 2018

We only said we put customers first because it made us feel better about the fact that we always put the company first. Even twenty years later, we still see organizations using this strategy about Customer Experience in our global customer experience consultancy. Natural: These are the ones that get it.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Coach your service team strategically.

Customer Service Training 62

Customer Service Training Customer Service Contact Center Customers 62

Beyond Philosophy

OCTOBER 14, 2014

Customer Experiences are a catalyst for Customer trust and loyalty. With the introduction of data mining into so many experiences, the issue of data security becomes an important aspect of your Customer Experience design. So be forthright with your Customers about how you will use data.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

Michelli Experience

FEBRUARY 7, 2017

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Customer Service 81

Customer Service Customers Social Media Consulting 81

Beyond Philosophy

MAY 31, 2019

Nobel-Prize Winning Economist and Professor Daniel Kahneman along with Barbara Frederickson theorized that what people remember most about an experience is the moment when they felt the most intense emotion and how they felt at the end. Customer loyalty is a function of customers’ memories.

Net Promoter Score 153

Net Promoter Score Customers Connections Brands 153

Beyond Philosophy

MARCH 4, 2019

We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. Our guest, Zhecho Dobrev is a senior consultant at Beyond Philosophy and he shared some of the latest developments in the field. Why Customers Make Strange Decisions.

2005 102

2005 Measurement Consulting Technology 102

Beyond Philosophy

SEPTEMBER 19, 2019

Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 Joanne Causon, CEO of the Institute of Customer Service , joined me on our podcast about this downward trend in Customer Satisfaction.

Customer Satisfaction 113

Customer Satisfaction 2002 Customers Books 113

Michelli Experience

DECEMBER 6, 2016

I’ll admit it, as a customer experience consultant I have a tendency to see improving customer experience as a cure for all business ills. Forrester found that 71% of consumers say that valuing their time is the most important thing a company can do to provide them with good service. .

Customer Experience 85

Customer Experience Social Media Mobile Customer Service Consulting 85

Beyond Philosophy

OCTOBER 15, 2020

The key, it seems, is in the clues we leave for customers in our Customer Experience design. In Carbone’s Book, Clued In How to Keep Customers Coming Back Again and Again , Carbone emphasizes the significance of clues and signals for our unconscious mental processes.

Hotels 131

Hotels Customer Experience Management Books Consulting 131

CX Journey

APRIL 21, 2015

Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience design efforts, employees are still forgotten.

Customer Experience 81

Customer Experience Roadmap Employee Experience Customer Experience Design 81

Michelli Experience

DECEMBER 13, 2017

But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today. is a professional speaker and chief experience officer at The Michelli Experience. The post Is Customer Service Getting Better or Worse?

Social Media 45

Social Media Customer Service Consulting Article 45

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

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 89

Airlines Travel Customer Experience Design Innovation 89

Micah Solomon

OCTOBER 24, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. For a business to succeed, it needs to maximize the payoff from its customer experience.

Customer Experience 53

Customer Experience Hospitality Consulting Hotels 53

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.

Net Promoter Score 89

Net Promoter Score NPS Financial Consulting 89

Myra Golden

AUGUST 8, 2018

I read that the average customer service call lasts two minutes longer than it needs to. And from personal experience in my own business and my years of customer service work, I believe this. I learned the technique from a consultant I hired to work with my employees in a call center in Tulsa.

Call Center 75

Call Center Consulting Customers Customer Service 75

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Customer Service Contact Center Customers 40

Michelli Experience

DECEMBER 13, 2017

But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today. is a professional speaker and chief experience officer at The Michelli Experience. The post Is Customer Service Getting Better or Worse?

Social Media 40

Social Media Customer Service Consulting Article 40

Myra Golden

DECEMBER 8, 2019

I’ve designed start-up chat support for banks, libraries, consulting companies, medical practices, and contact centers. First, I want to deliver a fast and complete support experience. Meaning, I want to answer the customer’s questions and solve any issues. And second, I want zero customer frustration.

Contact Center 92

Contact Center Banking Consulting Interaction 92

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.” I sense I am not the only one. For example, Thomas J. Watson the founder of IBM is quoted as once saying that “business is a game.”.

Customer Experience 85

Customer Experience Banking Sports Loyalty 85

Wootric

FEBRUARY 14, 2019

Why we love Jeannie: She’s a TEDx speaker , CEO and Chief Customer Experience Investigator at 360 Connext , trainer, workshop leader, consultant, and podcaster. A CX Consulting. Why we love Sandra: She’s the Customer Experience Director and thought leader for Strong-Bridge Envision Consulting.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

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 89

Customer Experience Customer Service Training Customers Customer Service 89

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 85

Connections Social Media Customer Experience Design Reference 85

Strativity

JANUARY 18, 2018

The world’s premier Experience and Culture Design consultancy, Strativity Group, Inc., The world’s premier Experience and Culture Design firm, announces the addition of Steven Walden and Bentley Williams and the opening of two new offices. He is the author of Customer Experience Management Rebooted, 2017.

Culture 40

Culture Marketing Consulting 2017 40

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. is a professional speaker and chief experience officer at The Michelli Experience. Michelli, Ph.D.

Customer Experience 69

Customer Experience Hotels Books Consulting 69

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

Michelli Experience

MARCH 25, 2016

If a video can’t entertain, then why can’t it inform simultaneously—specifically in the realm of customer service? Videos are very efficient in dispensing valuable information that would help the customer base enjoy and possibly encourage more transactions. So why not publish a video that addresses their needs?

Entertainment 45

Entertainment Customer Service Social Media Healthcare 45

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. is a professional speaker and chief experience officer at The Michelli Experience. Michelli, Ph.D.

Culture 58

Culture Consulting Customer Experience Design Article 58

Michelli Experience

SEPTEMBER 5, 2017

Relevance to Customer Experience Design. Implicit biases mean life or death in healthcare and they likely also have a meaningful impact on your customers. As a customer experience designer, I’ve been blessed to work with many Fortune 500 companies who are rich with talented “design thinkers.”

Customer Experience Design 51

Customer Experience Design Reference Hospitality Article 51

Myra Golden

APRIL 10, 2017

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. This disconnect led to widespread customer dis-satisfaction and it literally kept me up at night.

Call Center 73

Call Center Management Leadership Customer Service Representative 73

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. is a professional speaker and chief experience officer at The Michelli Experience. Michelli, Ph.D.

Culture 55

Culture Consulting Customer Experience Design Article 55

Myra Golden

JULY 9, 2020

Yesterday I sat down with author, consultant, and trainer, Jeff Toister, to discuss a familiar problem customer service professionals grapple with in contact centers – conversation control. Jeff recorded our discussion, and you can view it here to discover a surprising reason why your calls are taking so long.

Contact Center 52

Contact Center 2021 Consulting Customer Service 52

Michelli Experience

NOVEMBER 14, 2017

That’s the power of customer experience design resulting in a “signature moment” that enhanced the Dairy Queen Fan Experience. As I worked with Garbanzo’s first CEO Alon Mor and his team in the early days of their brand development, the focus was not on the product handoff but the arrival experience.

Brands 45

Brands Hotels Magazine Leadership 45