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

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

Customers That Stick

JANUARY 7, 2020

What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership.

Customer Centricity 88

Customer Centricity Culture 2019 Customer Experience Design 88

Michelli Experience

FEBRUARY 7, 2017

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Customer Service 81

Customer Service Customers Social Media Consulting 81

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.

Management 78

Management Leadership Events Customer Service Representative 78

Michelli Experience

JANUARY 27, 2016

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Leadership 45

Leadership Consulting Customer Experience Design Engagement 45

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. What if , I wondered , I could give all of my employees a similar experience?

Call Center 73

Call Center Management Leadership Customer Service Representative 73

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

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

AUGUST 10, 2016

Having been mentored by the father of the modern-day Ritz-Carlton Hotel company, Horst Schulze, I learned long ago that service professionalism and servitude should not be confused. Customers are not always right and when they wrongly mistreat your staff they should become former customers! Intimidate. Persistently Swear.

Leadership 56

Leadership Hotels Loyalty Customer Centricity 56

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

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

ClearAction

APRIL 29, 2020

Customer Experience Management , as it should be managed, is alignment of the company to customers. Accordingly, you may want to re-assess the charter in your company for your top customer experience leadership role. Track record of customer-centric decision-making. Bachelor’s degree.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

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

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 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. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

Social Media 45

Social Media Customer Service Consulting Article 45

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

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

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. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

Social Media 40

Social Media Customer Service Consulting Article 40

Michelli Experience

JULY 25, 2017

Neil cites David’s research noting that it demonstrates, “ For every 10% increase in employee engagement levels, a company’s customer service levels go up by 5%, and profits by 2%.”. By contrast, employee distrust, disengagement, and neglect for development create the environment for most customer complaints.

Consulting 45

Consulting Leadership Touchpoint 2016 45

Michelli Experience

AUGUST 1, 2017

Whether it is leadership miscalculations or service breakdowns, employees and customers often doubt that leaders and businesses will fulfill promises; particularly if something goes wrong during an interaction. is a professional speaker and chief experience officer at The Michelli Experience. Fertile Ground.

Magazine 45

Magazine Leadership 2015 Hotels 45

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

Storyminers

MAY 21, 2020

Certainly in Australia, there have been growing examples of CMOs actively partnering with their customer service, operational and people and culture counterparts to make that happen. Extensive investment is being made into reskilling marketing teams to meet the new demands of being more holistically customer focused.

Culture 59

Culture Voice of Customer Fashion 2017 59

Michelli Experience

JANUARY 10, 2017

After you’ve exerted considerable coaching effort, let team members go when they are not coachable or can’t perform consistently with expectations (it is for their good – they need to find something they are better suited for – and it is for the good of your service culture). It is the way things get done every day in every action.

Culture 89

Culture Customer Service Interaction Information 89

Michelli Experience

JULY 27, 2016

In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment. From a process perspective, Starbucks continues to explore ways to increase the speed of service. .”

2004 45

2004 Leadership Reference Books 45

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

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

Certainly in Australia, there have been growing examples of CMOs actively partnering with their customer service, operational and people and culture counterparts to make that happen, and extensive investment is being made into reskilling marketing teams to meet the new demands of being more holistically customer focused.

Culture 45

Culture Voice of Customer Fashion Customer Experience Design 45

Wootric

FEBRUARY 14, 2019

Why we love Clare: She’s a digital nomad, keynote speaker, Founder of CMXperience , and shares her personal thoughts and experiences on The CX Nomad. Melinda Gonzalez. She spent a decade at Salesforce and is now part of the incredible team at WeWork , bringing the Powered by We vision to life. Shep Hyken.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Michelli Experience

FEBRUARY 2, 2016

Offer development tools for those who can improve their experience delivery. Encourage team members to explore other career opportunities or other employers if they consistently “don’t or won’t” delight your customers.

Net Promoter Score 75

Net Promoter Score Healthcare Books Feedback 75

Stella Connect

JUNE 5, 2017

A customer-centric culture radiates outward, and endears brands to their customers. Suzanne will explain how to use social media and online ratings and reviews, along with traditional methods of connecting with customers, to better understand your brand. VP Customer Experience Design, AARP. Celika Caldwell.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 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. When the world becomes harsh, violent, and angry – shouldn’t we INCREASE our commitment to service?

Leadership 45

Leadership Financial Books Interaction 45

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

FEBRUARY 17, 2016

My job was to “improve customer service by deploying employee scripts.”. Given my naivete, I took to my task by researching the best available customer service programs. Generally speaking customer service scripts are less effective than desired. Patients felt the scripts were robotic.

Customer Service 53

Customer Service Engagement Connections Communication 53

Michelli Experience

JUNE 1, 2016

According to a recent comprehensive international study conducted by Accenture , 52% of customers reported that poor customer service caused them to switch from one brand to another in the past year. alone that “switching” behavior means poor service costs brands over 1.6 In the U.S. trillion dollars.

Advertising 49

Advertising Poor Customer Service Culture Customer Service 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.

Customer Experience 45

Customer Experience 2012 2014 Customer Satisfaction 45