Storyminers

JULY 21, 2015

Jeffery Sears, CEO of PIRCH, interviewed by Mike Wittenstein of Storyminers I went to visit the new Atlanta PIRCH store in Buckhead, near Lenox Square just a few weeks ago and I was blown away by the experience. With 20 years of customer experience under my belt, it takes a lot to impress me. PIRCH […].

Leadership 89

Leadership Marketing Customer Experience Customer Experience Design 89

Bill Quiseng

MARCH 1, 2021

Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary. Ever since the beginning of last year, all of us have had to endure this pandemic.

Books 148

Books Leadership Hospitality Consulting 148

InMoment XI

NOVEMBER 2, 2022

Many brands consider merely “managing” experiences to be the finish line of CX design, but there’s a lot more that organizations can accomplish, including genuine Experience Improvement (XI). What Is CX Design? The idea of CX design was relatively simple for many years. Let’s get into it!

Touchpoint 243

Touchpoint Customer Experience Design Reference Brands 243

Customer Bliss

FEBRUARY 15, 2016

The reason for this answer is because Customer experience is a shift in how a company will and will not grow. It affects leadership, operations, how people are hired, and how the company goes to market. Executive Leadership. Customer Experience Design. In other words, can the CMO also be the CCO?

Leadership 141

Leadership Customer Experience Design Culture Customer Journey 141

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

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

Customer Bliss

MAY 19, 2016

Customer Experience Competencies: Customers As Assets. This is about a new language set for the leadership team, and a new definition of success — namely, customers as assets. Senior leadership teams are very often in meetings, and those meetings typically have a regular cadence to them relative to each team.

Customer Experience 171

Customer Experience Social Media Leadership Books 171

Customer Bliss

JUNE 28, 2016

Lesley Mottla was part of the senior leadership team that helped build Zipcar, a disruptive force in its industry. Now she has a customer experience leadership role at M.Gemi , where she’s trying to help disrupt the luxury shoe market. Customer experience lessons: The start-up playbook.

Customer Experience 111

Customer Experience Leadership Feedback Customers 111

Beyond Philosophy

NOVEMBER 24, 2014

This budget is earmarked to exceed Customer Expectations. These resources enable the team to take action in cases where it is needed to surprise and delight Customers. The Only Expectations That Matter in Customer Experience Design. How to Make or Break Your Customer Experience.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Experience Investigators by 360Connext

JULY 28, 2020

The higher up in the organization, the further away from dealing with customers directly. It’s easy to believe your brand is thinking of customers when in reality the leadership simply isn’t ever asked to do so. Creating a Customer Experience Habit means knowing what success looks like.

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer experience is the sum of each interaction a customer has with your brand, and how they feel about it. The way to leverage this is to understand that intentional, proactive and positive customer experience design leads to real results for your organization AND your customers.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Beyond Philosophy

JULY 29, 2021

Many grand behavioral science theories and findings exist that are impossible for you to implement in your Customer Experience design or marketing strategy. For example, you own your website design, packaging, where you put your inventory on store shelves, or what happens in the customer journey in your experience.

Customer Experience Design 88

Customer Experience Design Measurement Presentation Advertising 88

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

Lumoa

FEBRUARY 9, 2023

According to Temkin Experience Ratings (2017), there are four key competencies businesses must sustain to achieve long-lasting customer experience success. Purposeful Leadership: Leaders operate consistently with a clear set of values. Compelling Brand Values: Brand promises drive how the organization treats customers.

Definition 167

Definition Net Promoter Score Customer Experience B2C 167

Beyond Philosophy

MARCH 23, 2016

Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO). The CCO would: Oversee the overall Customer Experience. Maintain authority and responsibility for customer measures. Define the customer strategy. Manage the Customer Experience design.

Chief Customer Officer 113

Chief Customer Officer Call Center Leadership Consulting 113

One Millimeter Mindset

NOVEMBER 24, 2020

Now is the best time to upskill and reskill for professional innovation and cross-functional team leadership. I specialize in professional innovation, cross-functional leadership and client retention. Contact me at this link. Let’s set up a time to discuss your thoughts. One millimeter at a time.

Blog 95

Blog Workshop Leadership 2020 95

Michelli Experience

JANUARY 27, 2016

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Leadership 45

Leadership Consulting Customer Experience Design Engagement 45

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

Interactions

JUNE 18, 2020

Reducing effort on the agent side makes their job more efficient and can often prevent them from having to ask customers to repeat information that they have already given. Integrated with customer experience design in mind, Conversational AI applications will actually improve agents’ jobs, not replace them.

Technology 71

Technology Contact Center Virtual Agent Call Center 71

Beyond Philosophy

MARCH 12, 2015

What we need now is more action to address irrationality in Customer Experience design to include how it makes our Customers feel. For more Customer Experience concepts, register for our Advanced Customer Experience Management (CEM) Certification Course beginning on April 20th.

CEM 166

CEM Customer Centricity Customer Experience Management Customer Retention 166

Beyond Philosophy

FEBRUARY 10, 2015

Body language is an important part of these white coat moments, particularly for your Customer Experience. Little things from eye contact to posture can convey signals to the Customer. Blogs Employee Experience Thought Leadership' Two organizations that understand this are Apple and Disney.

Reference 135

Reference Books Blog Leadership 135

SurveySensum

JULY 14, 2020

She held a number of CX leadership roles in FTSE 100 organizations and later founded her own customer experience design based consultancy firm, CMXperience. She has carved a successful career in both customer service and CX leadership across Financial Services and Telcos. LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

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.

CEM 131

CEM Loyalty Blog Books 131

CX Journey

JUNE 6, 2018

Image courtesy of Pixabay Now there's a crazy statement to make during a customer experience design session. Sadly, there is no shortage of stories about customers being treated badly, even inhumanely. Imagine for a second that you're a human. Unfortunately, more companies need to start thinking this way!

Customer Experience Design 60

Customer Experience Design Culture Leadership Customer Experience 60

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

CX Journey

MAY 10, 2017

Not everyone is motivated in the same way, so you need to be prepared to use different tools and approaches; you need to personalize or customize the experience to the individual. We talk a lot about that when we describe customer experience design. Leadership is motivating. That sounds familiar.

Leadership 58

Leadership Employee Experience Feedback Definition 58

Michelli Experience

AUGUST 10, 2016

Leadership must intervene when customers seek to: Manipulate. Leadership requires difficult choices and while it might have seemed to the restaurant manager in the situation that I observed that he was doing the right thing to not confront the customer… he was wrong. Intimidate. Persistently Swear. Personalize comments.

Leadership 56

Leadership Hotels Loyalty Customer Centricity 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

Storyminers

JULY 1, 2020

Mike’s entrepreneurial skills served him well as IBM’s eVisionary for Global Services where he started three consulting practices, the last one in customer experience design. Next, Mike founded Storyminers in 2002 to continue mastering the art and science of customer experience and to build the business.

2002 64

2002 Travel Banking Customer Experience Design 64

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

SmartKarrot

APRIL 15, 2022

Lead and continue to evolve a world-class Customer Success team by developing leaders, empower the team with playbooks, etc., Be the voice of the customer and advocate to product team. Present data, findings, results, and recommendations to leadership. foster collaboration and encourage continuous learning.

Customer Success 19

Customer Success Return on Investment Webinar Leadership 19

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

In addition, there should be an overall deepening of customer understanding and what customer need, independent to what is being built by the company, Wittenstein said. The other player that has to be in there is leadership,” he said. “A Interview: Why marketing should be the orchestrator of customer experience design.

Culture 59

Culture Voice of Customer Fashion 2017 59

Strativity

NOVEMBER 20, 2019

In focus groups or short surveys, we’ll literally ask what’s holding them back in different areas, from tools and technology to leadership and management. With our next post in this lessons from CX consulting series, we’ll breakdown the top principles of customer experience design as you look to develop your ideal future state and strategy.

Consulting 53

Consulting Workshop Customer Journey Mapping Touchpoint 53

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