Beyond Philosophy

OCTOBER 14, 2014

How a customer feels about the company is an integral part of their loyalty to it. So to have trust, then your Customer Experience needs to include ways to build feelings of safety and acceptance to give customers the confidence in your organization that they need to form loyalty to you.

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. Talk about creating loyalty! EQ Realm #5: Managing Relationships Our recent podcast on customer engagement touches on this topic, too.

Management 78

Management Leadership Events Customer Service Representative 78

delighted

JULY 19, 2019

A company’s ability to continually deliver improved customer experiences has a dramatic effect on the entire sales cycle. It can help you increase sales at the beginning of the customer journey and provide better support to build customer loyalty at the end. What is a Customer Experience (CX) program?

Definition 56

Definition Customer Experience Net Promoter Score Customer Journey Mapping 56

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

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

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!

Net Promoter Score 89

Net Promoter Score NPS Financial Consulting 89

Michelli Experience

MARCH 9, 2016

While political candidates have been making headlines challenging one another on the comparative “size of their hands” – a client of mine has demonstrated it really is the size of one’s heart that matters.

Magazine 45

Magazine Engagement Insurance Loyalty 45

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.

Leadership 56

Leadership Hotels Loyalty Customer Centricity 56

Beyond Philosophy

NOVEMBER 4, 2014

The circle of choice, or needing to have many choices available but not too many to create confusion and buyer’s remorse for their Customers, creates a paradox for many organizations in their Customer Experience design.

CEM 113

CEM 2014 2011 2010 113

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

ClearAction

MARCH 24, 2017

We need to be thinking of VoC metrics as a value chain : (1) revenue, market share, and customer perceptions (VoC) are consequences of our business processes — they’re lagging indicators because our stakeholders see them when we see them, (2) what customers receive (e.g. timeliness, responsiveness, quality, accuracy, etc.)

ROI 48

ROI B2B Metrics Culture 48

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). Don’t forget the WIIFM.

Customer Care 92

Customer Care Brands Net Promoter Score Reference 92

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

MARCH 1, 2016

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Loyalty Programs 45

Loyalty Programs Loyalty Customers Social Media 45

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

NOVEMBER 8, 2017

In her Forbes.com article titled How Gratitude Advances Marketing and Business, Cheryl Conner notes that business leaders should: Go for gratitude first, and loyalty will follow. But two-thirds of marketers view loyalty programs as a way for consumers to demonstrate their loyalty to brands. Gratitude and Business.

Customer Experience 45

Customer Experience Loyalty Programs 2003 Loyalty 45

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 56

Technology Marketing Loyalty Programs Multi-Channel 56

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). Don’t forget the WIIFM.

Customer Care 53

Customer Care Brands Net Promoter Score Reference 53

Michelli Experience

JULY 13, 2016

Striving to deliver great customer experiences intuitively seems like smart business, doesn’t it? So should you invest money in programs designed to improve the engagement and loyalty of your customers? That line differentiates between sub-par performance and excellent customer experiences.

Customer Experience 56

Customer Experience Wireless Hotels Financial 56

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

FEBRUARY 28, 2017

Our job as customer experience providers is to listen for the perceptions of our customers and understand the control systems that prompt them to action (e.g. churn, maintain loyalty, or make a referral).

Customer Experience 92

Customer Experience Social Media Loyalty Customers 92

Peter Lavers

NOVEMBER 8, 2017

It’s a massive mistake to assume any of these mindsets in our customer experience design, so I’d like to briefly unpack each mindset and consider how we can help discern which the customer is in. Brand loyalty is a key driver of such assurance, and so is independent pre-research into the available options.

Retail 53

Retail Sales Customer Journey Brands 53

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

Storyminers

JULY 29, 2016

In order to retain customers and create loyalty, you have to know what drives your particular customers. This means you have to listen to your customers, get to know them and use what engages each particular customer to build relationships and make them feel cared for. It’s all about the customer experience.

B2C 49

B2C Customer Retention Brands Social Media 49

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 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

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 19, 2016

Most importantly, it is time to craft experiences that engage Millennials and earn their loyalty! It is time for older generations to stop judging them and instead start listening to their needs while celebrating their fabulous gifts and talents.

Consulting 49

Consulting Advertising Document Books 49

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 Consulting Books 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

JULY 27, 2016

While service speed and emotional engaging service may seem like opposite goals, Starbucks leadership is looking to expedite delivery AND make an authentic personal emotional connection with team members and customers.

2004 45

2004 Leadership Reference Books 45

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 45

Travel Airlines Hospitality Consulting 45

Storyminers

FEBRUARY 9, 2016

According to the RIS 13th Annual Store Systems Study [2016], the top two store systems that can achieve these gains in customer experience and bottom-line gains are CRM/Loyalty and Mobile for Associates. Retailers must adapt how they work and think to accommodate new customer needs and the new capabilities technology brings.

Retail 49

Retail 2016 Omnichannel Loyalty 49

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

JULY 25, 2017

Trust, Engagement, and You. What are the trust and engagement levels of your workforce? I suspect those trust levels are impacting customer engagement and your ROI. Moreover, I believe you can drive trust in your organization through vision creation, commitments, and actions in support of those commitments.

Consulting 45

Consulting Leadership Touchpoint Roadmap 45

Michelli Experience

SEPTEMBER 26, 2017

This keeps customers happy and keeps them evangelizing the brand, resulting in high customer satisfaction numbers. Tesla not only holds strong satisfaction numbers, as referenced by Jameson but more importantly it drives enviable loyalty among its existing customers. The Payoff.

Consulting 45

Consulting Automotive 2016 Retail 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