Storyminers

JANUARY 21, 2015

With the launch of Private Vegas, Patterson isn’t just creating a reading experience for consumers, he’s creating real-world, … Continue reading → Blog Customer Engagement Strategy Experience Design analysis Customer Experience Design james patterson mike wittenstein opinion reader experience social media strategy thrill'

Books 104

Books Social Media Customer Experience Design Blog 104

Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.

2015 65

2015 White Paper Customer Experience Customer Experience Design 65

ShepHyken

JANUARY 10, 2017

Customer Experience Design. Shep Hyken speaks with Brian Solis, who asserts that all thinking needs to start with the customer experience design. Design what your customers are supposed to feel at all parts of their customer journey. Think about the entire customer experience.

Customer Experience Design 91

Customer Experience Design Books Customer Journey Customer Experience 91

Storyminers

JANUARY 26, 2015

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

White Paper 70

White Paper Customer Experience Design Blog Article 70

delighted

JULY 19, 2019

You likely have heard the term “customer experience” or CX for short, and thought, “of course we want to continually improve and offer the best customer experience possible.”. But, what does Customer Experience (CX) actually mean? That’s why we’ve put together this customer experience glossary.

Definition 56

Definition Customer Experience Net Promoter Score Customer Journey Mapping 56

Kustomer

MARCH 23, 2022

In this post, we’ll be looking at how you can take advantage of this by leveraging the brand advocacy potential of your most loyal customers , who we’ll refer to as brand ambassadors throughout. Customer Loyalty and Personalization. To create loyal customers, you need more than just a good product. Source: kantar.turtl.co.

Brands 95

Brands Social Media Reference Loyalty 95

Myra Golden

APRIL 3, 2020

Keep remote employees’ skills sharp with our customized, engaging, live virtual training. Book Your Virtual Customer Service Workshop Now! We start with a video conference to learn about your challenges and goals. Plus, we record the training and hand it over to you to use as you wish.

Workshop 59

Workshop Customer Service Books Customers 59

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… .

Airlines 89

Airlines Travel Customer Experience Design Innovation 89

SAP Customer Experience

JULY 21, 2023

For the purpose of this blog, I would like to provide you with User Experience insights into our recent customer engagement with Visa. However, please note that due to confidentiality agreements and the importance of protecting sensitive information, we will only be sharing partial details and examples of our User.

Engagement 76

Engagement User Experience Blog Customer Engagement 76

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. Trust and the Customer Experience.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

Beyond Philosophy

MAY 18, 2023

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. Having a high EQ is vital to customer service. We let people choose where they went.

Management 78

Management Leadership Events Customer Service Representative 78

Bold360

APRIL 25, 2018

Nearly every company has made enhancements to try to improve their customer experience at one time or another. In fact, 89% of projects are successfully completed at high performing organizations, yet only 20% of projects implemented are considered successful when it comes to customer experience.

Customer Experience 49

Customer Experience Customer Experience Design Customers Technology 49

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?

CEM 166

CEM Customer Centricity Customer Experience Management Customer Retention 166

Strativity

OCTOBER 23, 2017

As such, behavioral economics has implications for many different disciplines, including customer experience. Behavioral economists can provide insight into how customers interact, both rationally and irrationally, with a firm’s touchpoints across their customer journey, a key component of customer experience.

Customer Experience 45

Customer Experience Touchpoint Customer Experience Design Customer Journey 45

Michelli Experience

MAY 9, 2018

As a customer experience designer, the end goal of all process improvement is to do more that will increase customer value and effectiveness. Every process improvement effort should seek to effectively add value to customers. __. is a professional speaker and chief experience officer at The Michelli Experience.

Customer Experience Design 40

Customer Experience Design Consulting Customers Customer Experience 40

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!

2020 132

2020 Customer Experience Magazine Consulting 132

ReviewTrackers

MAY 8, 2017

Customer experience (CX) — defined as “the cumulative impact of all interactions and experiences between your business and the customer, at every touchpoint across the entire customer journey, and viewed entirely from your customer’s perspective” — has become one of today’s most important business benchmarks.

2017 50

2017 Events Customer Experience Customer Journey Mapping 50

Myra Golden

APRIL 29, 2022

How closely are the employee and customer experience related? Happy, engaged employees help create great customer experiences that lead to greater customer engagement, satisfaction, and ongoing loyalty. Today, it’s becoming clear that you can’t have one without another.

Employee Experience 52

Employee Experience Loyalty Customer Engagement Engagement 52

Myra Golden

DECEMBER 9, 2019

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. Customer Care. Short video on how to acknowledge a customer’s emotion: 3. Yield to Callers (Don’t interrupt or over talk customers). Open with a lead-in. Good morning. This is Penny.

Customer Experience 52

Customer Experience Workshop Call Center Customer Service Training 52

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. When you find that Goldilocks sweet spot, however, it is Customer Experience gold.

CEM 121

CEM 2004 Books Retail 121

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!

Leadership 56

Leadership Hotels Loyalty Customer Centricity 56

Michelli Experience

NOVEMBER 1, 2017

From my vantage point, Adolpho has a lot to teach us about the impact we can have on our team members and customers. 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 69

Customer Experience Hotels Books Consulting 69

Myra Golden

MARCH 19, 2017

Every interaction your employees have with customers is an opportunity to make the customer experience easy, helpful and friendly. The wrong words can cause dis-ease in customers, or leave customers thinking you don’t care. Customers, especially if they happen to be angry, need options. I’m fine.”.

Workshop 86

Workshop Airlines Customer Service Training Customers 86

Myra Golden

JULY 1, 2019

A lot of people are curious about self-service options in public libraries and in retail, but many customers will avoid trying self-service if it seems complicated. A great way to get customers to try self-service is for you to just mention the option. In that way, you’ll be empowering your customer. It’s quick and easy.

Workshop 55

Workshop Retail Books Customers 55

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?

Customer Experience 45

Customer Experience 2016 Competitive Advantage Definition 45

Beyond Philosophy

NOVEMBER 4, 2014

That post-purchase anxiety about a decision is a common affliction for Customers. Reducing choices isn’t the answer though, as customers are attracted by large assortments; i.e. they like the feeling of having an abundance of choice. Wine stores play music to put their customers in a happy and relaxed mood.

CEM 113

CEM 2014 2011 2010 113

CCO Council

MARCH 13, 2016

Making customers provide the same information all over again creates friction. But like many processes, they neglect the customer. Despite significant efforts to improve the customer experience, many NPS programs have plateaued and customers complain even louder on social media. But this only takes you so far.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Banking Culture 40

Michelli Experience

MAY 8, 2018

Redesigning Process Improvement in the Age of AI & the Customer. But What About the Customer? For me (as a customer experience designer) the end goal of all process improvement (whether that improvement is driven by standardization, automation, or adaptivity) is to do more that will increase efficiency.

2002 40

2002 Competitive Advantage Books Customers 40

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”.

2017 89

2017 Hotels Leadership Customers 89

Myra Golden

JULY 11, 2019

In this article, I’m going to show you how to spot when it’s time for you to step up, and help a customer use self-service, much like the airport employee did for me. Self-service at the library must be a smooth and quick experience. This means it has to be easy for customers, and customers have to “like” using self-service tools.

Airlines 53

Airlines Workshop Customers Article 53

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

Michelli Experience

FEBRUARY 20, 2018

The first is customer-centricity, and the other is customer experience. From my vantage point, the latter phrase (customer experience) is a subset of the former (customer-centricity). Customer-centricity is a commitment or a strategy to assure the success of your customer.

Customer Centricity 53

Customer Centricity Customer Experience Advertising Touchpoint 53

Storyminers

MAY 21, 2020

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. The bottom line is they’re doing before design.”. Change by design.

Culture 59

Culture Voice of Customer Fashion 2017 59

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 =.

Consulting 45

Consulting Touchpoint Leadership Roadmap 45

Myra Golden

JULY 25, 2017

If your customer is raising his voice, cutting you off, or is clearly upset, he is stuck in the right side of the brain. To help this customer calm down, you’re going to have to move him to the left side of the brain. What you want is for your customer to operate in the left side of their brain, or their logical side.

Workshop 56

Workshop Customer Service Training Communication Customers 56

ClearAction

MARCH 24, 2017

Voice-of-the-customer (VoC) ROI can be elusive unless you’re adamantly driving customer experience transformation. Value chain thinking is extremely valuable in customer experience management. Value Chain Solution to VoC ROI Lynn Hunsaker. What is a value chain? That is mutual value creation. ” .

ROI 48

ROI B2B Metrics Culture 48

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.

Customer Experience Design 53

Customer Experience Design Brands Reference Books 53