Michelli Experience

APRIL 20, 2016

POPS stands for “Points of Parity ” and PODS is an acronym for “Points of Distinction” In simplest terms, Points of Parity (POPS) are qualities that you share with competitive brands deemed to be excellent. These POPS won’t win you business but the absence of points of parity could cause you to see customer churn.

Customer Experience Design 100

Customer Experience Design Policies Brands Tips 100

Michelli Experience

JANUARY 6, 2016

Focus on making sure you resolve customer issues in ways that don’t just satisfy customers but that also make them “happy.” The White House Office of Consumer Affairs reports than when a brand resolves a dispute in ways that leave customers “happy,” those customers typically tell 4 to 6 people about the brand’s service recovery.

Customer Experience 100

Customer Experience Employee Engagement Competitive Advantage Customers 100

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.

Employee Engagement 100

Employee Engagement Engagement Culture Connections 100

Michelli Experience

JUNE 29, 2016

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Infographics 113

Infographics Brands Customer Experience Customers 113

Strativity

AUGUST 16, 2017

is the undisputed leader in design and cultural transformation. magazine today ranked leading Customer Experience Design and Cultural Transformation firm, Strativity Group Inc. 15 years of Customer Experience transformations. 200+ projects for global, leading brands. Strativity Group Inc.

Groups 40

Groups Company Customer Experience Design Employee Engagement 40

Strativity

AUGUST 16, 2017

is the undisputed leader in design and cultural transformation. magazine today ranked leading Customer Experience Design and Cultural Transformation firm, Strativity Group Inc. 15 years of Customer Experience transformations. 200+ projects for global, leading brands. Strativity Group Inc.

Groups 40

Groups Company Customer Experience Design Employee Engagement 40

Strativity

FEBRUARY 5, 2018

As an industry innovator, Strativity is at the forefront of unlocking exceptional performance in the areas of customer experience design, employee engagement, culture design, and organizational change management. We also expect expanded opportunities for our employees. www.LRWonline.com.

Consulting 40

Consulting Analytics Culture Innovation 40

CX Journey

FEBRUARY 7, 2019

Understanding a particular customer experience (what went wrong or well) can be useful to inform business decisions, however, it cannot be generalized for an entire group of buyers. Customer needs and interactions with brands are changing as well as their expectations as technology advances. Documented one time.

Customer Journeys 107

Customer Journeys Video Course Touchpoint 107

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 100

Airlines Travel How To Customer Experience Design 100

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 113

Consulting Touchpoint Leadership Employee Engagement 113

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 100

Connections Social Media Video Customer Experience Design 100

SurveySensum

JULY 14, 2020

Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. It is now considered to be the key brand differentiator and a critical factor for your brand’s success and revenue growth. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Michelli Experience

APRIL 18, 2017

Until we are willing to pay for more…it is often difficult for brands to decide which of many customer “wants” they should actually invest in. I am convinced that customer-centric brands with strong service cultures like Southwest, Virgin, and Jet Blue will make incremental progress as industry insiders.

Airlines 230

Airlines Travel Transportation Customer Centricity 230

CX Journey

APRIL 21, 2015

Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D. Company executives say: " We''ll collect feedback from employees later. Let''s start with customers."

Customer Experience 80

Customer Experience Training Roadmap Tools 80

Michelli Experience

MAY 4, 2016

This blog is about relevant messaging throughout the journey your customers have with your brand. Much of a customer’s journey with a brand depends on the words and images that they encounter in marketing, shopping, and post-sale. I’ll leave all that to the theologians. Therein comes Pope Francis!

Connections 100

Connections Brands Sales Customer Journeys 100

Michelli Experience

JUNE 7, 2016

Muhammad Ali was not only a civil rights advocate and exceptionally talented boxer – he was and will be an enduring brand. From an advertising perspective, his equity extended in commercial endorsements of brands like Louis Vuitton, Porsche, Apple, Coke, Gatorade, and Pizza Hut.

Advertising 100

Advertising Brands Training Management 100

Strativity

OCTOBER 23, 2017

Some behavioral economics techniques that have been uncovered that can be utilized in customer experience design include; Optimize Options. When designing customer experiences, structure the choice of options to ensure that it’s easy for a customer to make decisions. Choice Architecture.

Customer Experience 45

Customer Experience Customer Journeys Touchpoint Customer Experience Design 45

Strativity

AUGUST 21, 2017

As a leading global authority on customer experience and transformation, Lior Arussy has guided some. of the world’s best-known brands—including Johnson & Johnson, Mercedes-Benz and MasterCard—in building a customer experi- ence focused on loyalty and recurring sales. Author of Exceptionalize it!

Culture 40

Culture How To Customer Experience Design Loyalty 40

Strativity

AUGUST 21, 2017

As a leading global authority on customer experience and transformation, Lior Arussy has guided some. of the world’s best-known brands—including Johnson & Johnson, Mercedes-Benz and MasterCard—in building a customer experi- ence focused on loyalty and recurring sales. Author of Exceptionalize it!

Culture 40

Culture How To Customer Experience Design Loyalty 40

Michelli Experience

JANUARY 17, 2017

The story, from the perspective of gaming, typically involves character development, dialogue, and ways for gamers to personalize their experience. It also involves giving your customers a positive story to tell about the experience they had purchasing from you.

Customer Experience 100

Customer Experience Gamification Banking Sports 100

ReviewTrackers

MAY 8, 2017

20:20 Customer Experience Summit by Marketforce gathers 250+ senior CX professionals from across a huge variety of industries, including retail, transport, financial services, media, telecoms, utilities, and more. Customer Experience World. Where: London, UK. When: May 23 to 24, 2017. Where: London, UK.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Michelli Experience

FEBRUARY 27, 2018

While it’s hard to imagine a single tweet by a massive brand influencer could signal traders to sell shares in a stock, Megan makes a compelling case that Snapchat’s market tumble is in fact, a sign of the times. A professional that would inspire me to attempt to inspire you to enhance service talent on behalf of your brand.

Training 133

Training Social Media Consulting Customer Experience 133

Michelli Experience

AUGUST 3, 2016

However, there is a community of very successful artisan donut shops thriving and skyrocketing in the shadow of the omnipresent Dunkin Donuts brand. In the United States the GIANT in the world of DONUTS is…drum roll,please…. You guessed it Dunkin Donuts. For the sake of brevity, I will feature just one of those shops: The Salty Donut.

Trends 100

Trends Brands Customer Experience Consumers 100

Michelli Experience

MARCH 2, 2016

In those days of yore, leaders were concerned about decreasing product value by giving away a 13 th drink to customers who had purchased 12. There is nothing like a recession for brands to embrace the need to reward customers for loyal behavior.

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs How To 100

ClearAction

APRIL 29, 2020

This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g. The intent of this position may be growth, churn reduction, lifetime value, brand differentiation, and/or similar aspirations. Track record of customer-centric decision-making. job-to-be-done)]. 3) Facilitate CX Adoption.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Michelli Experience

SEPTEMBER 30, 2016

In the course of my work as an experience designer and consultant, I have been defining customer experience strategy as a disciplined approach to brand differentiation achieved by elevating the perception of those you serve based on their interactions with you. In the end, we are all in the perception business.

Net Promoter Score 100

Net Promoter Score Effort Score NPS Financial 100

Michelli Experience

AUGUST 31, 2016

While other brands like Polaroid or Blockbuster have run into a bit of a complacency trap (thinking that what brought them success would also assure them sustainability), Domino’s restlessly agitates their industry by rethinking their product and their delivery platform. If not, I think the pizza giant it worthy of study.

Technology 189

Technology Travel Innovation Study 189

Qualtrics

OCTOBER 10, 2019

Increasingly, online and offline customer experiences form part of a merged ecosystem where shoppers move freely between multiple channels. To provide the levels of ease and personalization customers now expect, brands must engage their audiences seamlessly across all touchpoints. In-store moments that matter.

Retail 34

Retail Travel Multi-Channel Fashion 34

Michelli Experience

FEBRUARY 10, 2016

I carry that evaluation process through every touch point with a brand including if/how they solicit feedback from me about their service delivery. Ask questions that show the customer you want to serve them better not that you are asking them to help you build a business that will make you more profitable.

Feedback 100

Feedback Consulting Customers Innovation 100

Michelli Experience

JULY 27, 2016

I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). Recently, for example, Starbucks has loosened up the employee (referred to as partner) dress code – expanding the acceptable clothing color pallet beyond black, khaki, and white.

Leadership 100

Leadership Course Engagement Employee Experience 100

Michelli Experience

MARCH 11, 2016

Modern shoppers are fully engaged with their devices, and they’re preferring brand providers capable of offering text-heavy engagement platforms. Every day, more consumers enter long-term brand programs with friends and family. Check out Cafe Rouge Express running a mobile loyalty campaign: Image credit: rippll.co.

Technology 100

Technology Company Marketing Loyalty Programs 100

Michelli Experience

APRIL 18, 2017

Until we are willing to pay for more…it is often difficult for brands to decide which of many customer “wants” they should actually invest in. I am convinced that customer-centric brands with strong service cultures like Southwest, Virgin, and Jet Blue will make incremental progress as industry insiders.

Airlines 100

Airlines Travel Transportation Customer Centricity 100

Michelli Experience

AUGUST 22, 2017

The success of these initiatives will likely be proven through traveler perceptions, the absence of viral United customer trauma videos, and improved brand reputation. Data Plus People.

Airlines 113

Airlines Data Travel Consulting 113

Michelli Experience

JANUARY 24, 2017

Her category creation is reflected in marketing imagery and the design of the female-centric experience. Essentially blue ocean strategy centers around creating your own unique business category (like Cirque Du Soleil or Yellowtail Wine) which in turn makes traditional competition irrelevant. Patrice did just that in creating GAC.

Customer Centricity 100

Customer Centricity Automotive How To Social Media 100

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 100

Advertising Poor Customer Service Culture Study 100

Michelli Experience

NOVEMBER 8, 2017

Cheryl also cites research on how customers want loyalty programs to reflect a brand’s gratitude: A study by Kitewheel shows three-quarters of consumers believe loyalty programs are ways for brands to show their loyalty to consumers. Personal Benefits. Authentic gratitude also has great benefits for the people who work for us.

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

Michelli Experience

MARCH 25, 2016

Responsible for maintaining Infinit-O , Infinit Contact , Infinit Healthcare , Infinit Datum and Infinit Accounting online brand and content. Alleli Aspili is a Senior Specialist for Business Development in Infinit Outsourcing, Inc.

Video 100

Video Entertainment Customer Service Social Media 100