Consulting, Customer Experience Design and Loyalty

The Key to a Great Customer Experience Design

InMoment XI

MAY 25, 2023

Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction, and improved brand reputation. It’s simple: every company needs customers, but what happens when there are so many brands to choose from? What Is Customer Experience Design?

Customer Experience Design

Customer Experience Design Customer Experience Customer Journeys Competitive Advantage

With customer experience design, functional is good. But don’t stop there – by Beth Richardson

ijgolding

JULY 14, 2017

She will be supporting all aspects of consultancy and training delivery in the coming months – we are very lucky to have her!! The post With customer experience design, functional is good. I am delighted to announce that Beth has joined the CXC family!!

Customer Experience Design

Customer Experience Design Customer Journeys Customer Experience Banking

CX Titans: Samsung & Apple’s Rivalry and Collaboration for Excellence

eglobalis

AUGUST 13, 2024

In this article, we will delve into how Samsung and Apple differentiate in customer experience, focusing on ten key parameters: design, brand loyalty, fan following, creativity, CX, user interface, ecosystem integration, product quality, customer service, and marketing strategies.

e-support

e-support Innovation Customer Centricity Loyalty

Webinars

Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

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What is Customer Experience Design?

ReviewTrackers

JUNE 29, 2017

What is Customer Experience Design? Customer experience design is the big picture of customer experience. With it, companies can focus on managing interactions across the entire customer journey and help solve customer problems. What is the objective of customer experience design?

Customer Experience Design

Customer Experience Design Customer Experience Touchpoint Social Media

Customer Experience Speaker, Consultant, Author OR…A Robot

Michelli Experience

JUNE 13, 2017

Customer Experience Speaker, Consultant, Author VS. CASHIERS. As a customer experience consultant , I am constantly working with business leaders to help them “get obsessed with value” and look for ways to provide the right mix of people and technology to deliver it. Michelli, Ph.D.

Consulting

Consulting Self Service Customer Experience Customers

Three Customer Service and CX Metrics Every Employee Needs to Understand

ShepHyken

FEBRUARY 20, 2024

Whether you take care of the issue yourself or pass it on to someone else, recognize that you play a very important role in the customer’s journey from experiencing a Moment of Misery™ to experiencing a Moment of Magic®. Time Well Spent Last year, I interviewed Aransas Savas on Amazing Business Radio.

Metrics

Metrics Customer Service Measurement NPS

How to Create a Successful Customer Loyalty Program

Michelli Experience

MARCH 2, 2016

Having worked with Starbucks since 2004, as I began my journey to my first of two books about them ( The Starbucks Experience and later Leading the Starbucks Way ), friends and colleagues are quick to contact me whenever Starbucks makes the news. 2) Drive Profitability – Every customer should be treated caringly and with respect.

Loyalty Programs

Loyalty Programs Loyalty Rewards Programs How To

The 3 Trends Customer Experience Professionals Can’t Afford to Ignore

Beyond Philosophy

OCTOBER 2, 2017

Embracing the all-encompassing nature of Customers’ irrationality. Realizing the only way to build Customer loyalty is through Customer memories. Realizing the only way to build customer loyalty is through customer memories. Every Customer Experience professional wants to build customer loyalty.

Customer Experience Professionals

Customer Experience Professionals Trends Customer Experience Rewards Programs

Creating a Frictionless Experience

Beyond Philosophy

MAY 17, 2019

Creating a Frictionless Experience. As a global customer experience consultant for nearly two decades, I have never heard a customer say, “Gee! All customers want their experiences to be easy. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Consulting

Consulting Customer Experience Design Loyalty Customer Experience

The Secret of Measuring Customer Emotions

Beyond Philosophy

OCTOBER 25, 2019

Human feelings influence our actions and drive customer behavior. Therefore, you must design a Customer Experience that makes your customers feel a way that drives value for your organization. In our Customer Experience consultancy, we feel like this general approach is not taking customer emotions far enough.

Measurement

Measurement Consulting Customer Experience Design Customers

13 More Customer Service Blogs You Should Bookmark

transcosmos Information Systems

FEBRUARY 20, 2017

The Center for Client Retention is run by its founder, Richard Shapiro, a leading authority in the area of customer satisfaction and loyalty. The website has customer service articles and other resources on customer satisfaction and retention like videos and studies. Customer Experience Matters. Jackie Huba.

Customer Service

Customer Service Self Service e-support Infographics

The Massive Importance of Memory in a Customer’s Experience

Beyond Philosophy

MAY 24, 2019

The Massive Importance of Memory in a Customer’s Experience. Customer loyalty is a function of customers’ memories. That is to say, customers don’t choose your experience over another; customers choose the memory of your experience over another.

Loyalty

Loyalty Customer Experience Design Consulting Customer Experience

How Can We Measure Customer Emotions in Our Digital World

Beyond Philosophy

JUNE 28, 2019

His psychology-based research shows us the wealth of knowledge available to us when we measure customer emotions in real time. So much is revealed from our facial expression in the moment, and it can be essential to your Customer Experience design strategy.

Measurement

Measurement Analysis Study Customer Experience Design

Are You Managing This Key Driver of Poor Experience?

Beyond Philosophy

MAY 10, 2019

This episode of The Intuitive Customer explores why that is at a psychological level and what you can do about it in your Customer Experience Design. Managing uncertain moments in your Customer Experience design is essential. People need to know what is coming next and predict the future.

Management

Management Customer Experience Design Insurance Government

Gratitude is a Customer Experience Differentiator

Michelli Experience

NOVEMBER 8, 2017

In fact, I work with consulting clients to look at the authenticity and impact of word choices across all aspects of their sales or service delivery. 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.

Customer Experience

Customer Experience Loyalty Programs Loyalty Consulting

Shedding Your Implicit Bias: It’s Time for Design Thinking

Michelli Experience

SEPTEMBER 5, 2017

Relevance to Customer Experience Design. Implicit biases mean life or death in healthcare and they likely also have a meaningful impact on your customers. As a customer experience designer, I’ve been blessed to work with many Fortune 500 companies who are rich with talented “design thinkers.”

Customer Experience Design

Customer Experience Design Hospitality User Experience Healthcare

The 5 Rules for Making and Managing Customer Memories

Beyond Philosophy

JULY 11, 2020

I love the subject of customer memories. From how they form to how they change to how they drive your customer loyalty, customer memories are a crucial aspect of your Customer Experience. Define what you want a customer to remember. First, choose what you want the customer to remember.

Management

Management Customer Experience Design Customers Connections

Your Keys to Outstanding Experience Design

Michelli Experience

AUGUST 15, 2018

Experience design keys for the future. My work in customer experience design has spanned decades, industries, and continents. Experience Design Defined. If you would like to discuss your experience design opportunities and processes, I would love to set aside time to chat. . + Joseph A.

Automotive

Automotive Hospitality Customer Experience Design Loyalty

How to Enhance Your Customer’s Memory of Their Experience

Beyond Philosophy

JULY 16, 2020

We wrote about memory in our latest book, The Intuitive Customer , as one of the seven imperatives. Customer loyalty is a function of memory. Also, memories of Customers Experiences are the result of the Peak-End Rule, introduced by Nobel-Prize winning economist Professor Daniel Kahneman.

How To

How To Training Consulting Feedback

4 Actions to Exceed Customer Expectations

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

Customer Expectations Net Promoter Score Customer Centricity CEM

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience

Customer Experience Consulting Multi-Channel Leadership

Not Hand Size – Heart Size: The Art of Engagement and Loyalty

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.

Engagement

Engagement Insurance Loyalty Employee Engagement

Not Just Fast: Understanding a Responsive Experience

Michelli Experience

SEPTEMBER 26, 2017

As a customer experience consultant, I find myself working with leaders across the globe and across business sectors on some very familiar themes; needs fulfillment, customer effort reduction, surprise and delight, etc. One of those bedrock issues in daily consulting includes “responsiveness.” Responsiveness.

Consulting

Consulting Automotive Retail Software

The SDI’s of Millennials

Michelli Experience

JANUARY 19, 2016

In addition to my S, D and I view of Millennials, research shows they are EXPERIENCE SEEKERS. According to the Boston Consulting Group, 72% of Millennials report that they prefer EXPERIENCES over products. Most importantly, it is time to craft experiences that engage Millennials and earn their loyalty!

Consulting

Consulting Advertising Loyalty Engagement

4 Ways to Gain Customers’ Trust in Data Security

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.

Data

Data CEM Loyalty Consulting

Is Business a Game? Customer Experience Lessons from Gaming

Michelli Experience

JANUARY 17, 2017

Over the years, as a customer experience consultant, I’ve increasingly become a student of “game theory” and of the “gaming industry.” billion customers. In his article Mark identifies three key ways that designers in the video and mobile gaming industry create “gamer engagement”, loyalty, and spend.

Customer Experience

Customer Experience Gamification Banking Sports

What’s Your Signature? The Importance of Defining Brand Moments

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

Brands Hotels Leadership Guest Experience

Empathic Design – As Close to the Holy Grail as You Can Get

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. is a professional speaker and chief experience officer at The Michelli Experience. Michelli, Ph.D.

Culture

Culture Consulting Customer Experience Design Tools

We Are All In The Perception Business!

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

Net Promoter Score Effort Score NPS Financial

Empathetic Design – As Close to the Holy Grail as You Can Get

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. is a professional speaker and chief experience officer at The Michelli Experience. Michelli, Ph.D.

Culture

Culture Consulting Customer Experience Design Tools

So You Want to Deliver Outstanding Customer Experiences… | Driven to Delight

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

Customer Experience Customer Satisfaction Consulting Loyalty

New Research Reveals Lack Of Customer Understanding

Beyond Philosophy

MAY 1, 2017

While organizations are starting to accept that customers buy emotionally, 3.2 Many organizations have not defined the particular feeling that they wish to evoke with their customer experience (a huge mistake), 2.8 Imperative 2: Embrace the all-encompassing nature of customers’ irrationality. out of five. out of five.

Effort Score

Effort Score Customers Loyalty Customer Experience

{Infographic} Empathetic Design

Michelli Experience

JANUARY 24, 2018

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. The post {Infographic} Empathetic Design appeared first on Joseph Michelli.

Infographics

Infographics Consulting Customer Experience Company

{Infographic} Make It Easy or Turn Out the Lights

Michelli Experience

JANUARY 17, 2018

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Infographics

Infographics Consulting Customer Experience Company

Why Uncertainty Can Destroy Your Customer Experience

Beyond Philosophy

MAY 31, 2019

In other words, how customers feel can either make them do what you want (buy things, form loyalty, recommend you to their friends and family) or things you don’t (not buy anything, leave and never return, and pan you on social media). Why Customers Make Strange Decisions. We call this driving or destroying value.

Customer Experience

Customer Experience Social Media Insurance Customers

{Infographic} Complexly Simple | Success Can Breed Mediocracy

Michelli Experience

DECEMBER 6, 2017

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Infographics

Infographics Consulting Customer Experience Company

{Infographic} Small is the new Big: Customer Experience Excellence One Opportunity at a Time

Michelli Experience

NOVEMBER 2, 2017

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Infographics

Infographics Customer Experience Consulting Customers

{Infographic} When It Matters Most

Michelli Experience

SEPTEMBER 14, 2017

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Infographics

Infographics Consulting Customer Experience Company

Abundantly Moving Beyond Business Fear {Infographic}

Michelli Experience

JUNE 22, 2018

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. + Joseph A. Michelli, Ph.D.

Infographics

Infographics Consulting Customer Experience Company

{Infographic} Customer Value – Expanding across the 12 Standard Forms of Value

Michelli Experience

JULY 4, 2017

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Infographics

Infographics Consulting Customers Customer Experience

Strategic Positioning Infographic | Is Your Customer Experience Agile Enough?

Michelli Experience

MARCH 7, 2018

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. The post Strategic Positioning Infographic | Is Your Customer Experience Agile Enough?

Infographics

Infographics Customer Experience Consulting Customers

{Infographic} Empathic Design

Michelli Experience

JANUARY 24, 2018

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. The post {Infographic} Empathic Design appeared first on Joseph Michelli. Michelli, Ph.D.

Infographics

Infographics Consulting Customer Experience Company

{Infographic} Going Beyond the Presents for the Christmas Season

Michelli Experience

DECEMBER 20, 2017

is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Infographics

Infographics Consulting Customer Experience Company

Memorable WOW Experience Held Together by Coffee Stir Sticks

Michelli Experience

JANUARY 12, 2016

It’s an occupational hazard of keynoting, consulting, and writing about customer service that my friends and family feel compelled to share all of their customer service nightmare stories. This actually is a positive customer experience story AND it offers some important lessons for all of us seeking to drive customer loyalty.

Travel

Travel Airlines Hospitality Consulting

The Key to a Great Customer Experience Design

With customer experience design, functional is good. But don’t stop there – by Beth Richardson

Webinars

Trending Sources

CX Titans: Samsung & Apple’s Rivalry and Collaboration for Excellence

Webinars

What is Customer Experience Design?

Customer Experience Speaker, Consultant, Author OR…A Robot

Three Customer Service and CX Metrics Every Employee Needs to Understand

How to Create a Successful Customer Loyalty Program

The 3 Trends Customer Experience Professionals Can’t Afford to Ignore

Creating a Frictionless Experience

The Secret of Measuring Customer Emotions

13 More Customer Service Blogs You Should Bookmark

The Massive Importance of Memory in a Customer’s Experience

How Can We Measure Customer Emotions in Our Digital World

Are You Managing This Key Driver of Poor Experience?

Gratitude is a Customer Experience Differentiator

Shedding Your Implicit Bias: It’s Time for Design Thinking

The 5 Rules for Making and Managing Customer Memories

Your Keys to Outstanding Experience Design

How to Enhance Your Customer’s Memory of Their Experience

4 Actions to Exceed Customer Expectations

Top 150 Global Customer Experience Thought Leaders and Influencers of 2020

Not Hand Size – Heart Size: The Art of Engagement and Loyalty

Not Just Fast: Understanding a Responsive Experience

The SDI’s of Millennials

4 Ways to Gain Customers’ Trust in Data Security

Is Business a Game? Customer Experience Lessons from Gaming

What’s Your Signature? The Importance of Defining Brand Moments

Empathic Design – As Close to the Holy Grail as You Can Get

We Are All In The Perception Business!

Empathetic Design – As Close to the Holy Grail as You Can Get

So You Want to Deliver Outstanding Customer Experiences… | Driven to Delight

New Research Reveals Lack Of Customer Understanding

{Infographic} Empathetic Design

{Infographic} Make It Easy or Turn Out the Lights

Why Uncertainty Can Destroy Your Customer Experience

{Infographic} Complexly Simple | Success Can Breed Mediocracy

{Infographic} Small is the new Big: Customer Experience Excellence One Opportunity at a Time

{Infographic} When It Matters Most

Abundantly Moving Beyond Business Fear {Infographic}

{Infographic} Customer Value – Expanding across the 12 Standard Forms of Value

Strategic Positioning Infographic | Is Your Customer Experience Agile Enough?

{Infographic} Empathic Design

{Infographic} Going Beyond the Presents for the Christmas Season

Memorable WOW Experience Held Together by Coffee Stir Sticks

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