Michelli Experience

AUGUST 10, 2016

HOWEVER, service does not mean customers should be given the power to ABUSE those that serve them. It is one thing to be customer-centric (striving to build customer loyalty by helping your people, processes, and technology deliver customer engagement) and quite another thing to let your people become customer doormats.

Leadership 56

Leadership Hotels Loyalty Customer Centricity 56

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.

Brands 45

Brands Hotels Magazine Leadership 45

Beyond Philosophy

FEBRUARY 3, 2015

Helping your Customers make a decision is an important element in your Customer Experience design. Sometimes, however, decisions take a lot of thinking, after which we may have our doubts about whether we made the right one. The Consequence of Choice. Choices have consequences both good and bad.

CEM 121

CEM 2004 Books Retail 121

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Michelli Experience

JULY 27, 2016

In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment. ” Since most of us aren’t running coffee shops, what can we learn from these recent Starbucks moves: In 7 words: Make the Experience Faster and More Personal.

2004 45

2004 Leadership Reference Books 45

Michelli Experience

JANUARY 27, 2016

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Leadership 45

Leadership Consulting Customer Experience Design Engagement 45

Michelli Experience

DECEMBER 2, 2015

In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Which are you? Such was the case for Mercedes-Benz!

Customer Experience 101

Customer Experience Customer Journey Mapping Leadership Hotels 101

Storyminers

MAY 21, 2020

He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement. The other player that has to be in there is leadership,” he said. “A Related Content.

Culture 59

Culture Voice of Customer Fashion 2017 59

Michelli Experience

JULY 25, 2017

Neil notes, “ A recent survey of 3,000 consumers by the Institute of Customer Service (ICS) reveals that staff attitude and staff incompetence are rated the ‘most annoying or frustrating’ service problem, while ‘people-related issues’ account for a whopping 62% of all complaints.”. Key Leadership Behaviors. Trust, Engagement, and You.

Consulting 45

Consulting Touchpoint Leadership Roadmap 45

Martin Hill-Wilson

OCTOBER 6, 2015

I’ve just had the pleasure of chairing a customer engagement conference. Both spoke eloquently about the use of emotion in customer experience design. Over the course of the master classes I’ve been running with Capita this summer, we have covered no end of opportunity to advance customer engagement.

Hotels 63

Hotels 2012 Banking Insurance 63

Storyminers

JULY 29, 2018

That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein, who caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement.

Culture 45

Culture Voice of Customer Fashion Customer Experience Design 45

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

Michelli Experience

OCTOBER 19, 2016

However, he had not worked his way out of anger, resentment, bitterness or a “controlling” leadership style. After their release from internment, Johnny worked his way out of government housing projects and purchased the Pike Place Fish Market.

Government 105

Government Travel Leadership Books 105

Michelli Experience

DECEMBER 27, 2016

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.

2017 89

2017 Hotels Leadership Customers 89

Michelli Experience

OCTOBER 4, 2016

In addition, Starbucks leadership is currently conducting a trial deploying curbside delivery. At Starbucks, speed of delivery has been enhanced by drive-thru lanes and “mobile order and pay” (where you can use your app to order and pay for your drink in advance so your beverage is waiting for you when you arrive).

Competitive Advantage 85

Competitive Advantage Retail Leadership Innovation 85

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.

Leadership 45

Leadership Consulting Advertising Books 45

Michelli Experience

MARCH 9, 2016

There are few things more important about leadership than developing and growing talent. Congratulations Ben, Wally, Laura, Shane and all that contribute to the amazing work environment at Acuity.

Magazine 45

Magazine Engagement Insurance Loyalty 45

Storyminers

JULY 29, 2018

He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement. The other player that has to be in there is leadership,” he said. “A Related Content.

Culture 40

Culture Voice of Customer Fashion 2017 40

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

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 53

Customer Experience Design Brands Reference Books 53

Michelli Experience

SEPTEMBER 30, 2016

It also involves a disciplined approach to seeking feedback and utilizes what you learn to further improve the experience – perceptions if you will – for those you serve. It is perceptions that drive employee retention, customer engagement, loyalty, and even brand advocacy! In the end, we are all in the perception business.

Net Promoter Score 89

Net Promoter Score NPS Financial Consulting 89

Michelli Experience

MAY 8, 2018

Leadership: “Making a commitment to the responsible use of AI from the start.”. 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

JUNE 15, 2016

I also remember appreciating how leadership and the baristas at his Starbucks took the time to be “NICE” to him – thus providing a respite from the challenges he faced. I come to Starbucks for a coffee during my lunch break BECAUSE THEY ARE NICE TO ME and I feel able to get through the afternoon at work.” .

Leadership 45

Leadership Financial Books Interaction 45

Michelli Experience

JANUARY 3, 2018

However, my experience with CEOs at companies like Mercedes-Benz demonstrates the importance of not only looking for what you wish to “add” in 2018 but also what you will “subtract” to make those additions possible. Sharing the Vision.

2018 45

2018 Consulting Automotive 2017 45

Michelli Experience

JANUARY 3, 2018

However, my experience with CEOs at companies like Mercedes-Benz demonstrates the importance of not only looking for what you wish to “add” in 2018 but also what you will “subtract” to make those additions possible. Sharing the Vision.

2018 40

2018 Consulting Automotive 2017 40

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.

Customer Experience 45

Customer Experience 2012 2014 Customer Satisfaction 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. Do you have a “go to” song you sing when you are at a karaoke bar?

Culture 58

Culture Consulting Customer Experience Design Article 58

Michelli Experience

NOVEMBER 1, 2017

Adolpho’s Lessons for Employee and Customer Engagement. So as not to postpone the connection between Adolpho Kamisky and the engagement of your team members and customers any further, I was moved by a statement made by Sarah Kamisky concerning the impact of the actions taken by her father and other members of the French resistance.

Customer Experience 69

Customer Experience Hotels Books Consulting 69

Michelli Experience

MARCH 16, 2016

Then again, I’m reminded of the Gallup research captured in the book Human Sigma: Managing the Employee-Customer Encounter which suggests that while there is a high correlation between employee engagement and customer engagement that relationship IS NOT CAUSAL.

Engagement 56

Engagement Books Culture Connections 56

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. Do you have a “go to” song you sing when you are at a karaoke bar?

Culture 55

Culture Consulting Customer Experience Design Article 55

Michelli Experience

JANUARY 6, 2016

Hmm… Spending 7 times more to bring customers into your business (some of whom aren’t loyal by nature) or investing far less on the ones who want to be in relationship with you. If you want a competitive advantage driving customer engagement in 2016 …. Measure and drive employee engagement.

Customer Experience 45

Customer Experience 2016 Competitive Advantage Definition 45

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 108

Customer Service Customers Interaction Social Media 108

Michelli Experience

JANUARY 24, 2017

Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services.

2005 111

2005 Customer Centricity Automotive Social Media 111

Michelli Experience

APRIL 11, 2017

I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about advocacy (referrals).

Customer Care 92

Customer Care Brands Net Promoter Score Reference 92

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 89

Culture Customer Service Interaction Information 89

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

DECEMBER 15, 2016

If you are old like me, you will remember a time when there wasn’t an express checkout line at grocery stores. If you are somewhat younger, you might remember the days before self-checkout lanes were available.

Download 85

Download Article Technology Consulting 85