Storyminers

MAY 21, 2020

He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement. So what can you do to become digital and customer-led by design? Related Content.

Voice of Customer 147

Voice of Customer Culture Fashion Strategy 147

Michelli Experience

JULY 19, 2016

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Interaction 100

Interaction Infographics Technology How To 100

Storyminers

JULY 29, 2018

That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein, who caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement.

Voice of Customer 113

Voice of Customer Culture Fashion Customer Experience Design 113

Michelli Experience

OCTOBER 4, 2016

With CVS Express, customers can pick up products ordered using the CVS App from outside the stores about an hour after placing their orders. Thanks to Curbside’s arrival detection technology, customers never even have to leave their cars.

Competitive Advantage 214

Competitive Advantage Ecommerce Retail Leadership 214

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. A wide variety of tools exist to cull for the cognitive artifacts of consumers so we can design around their cognitive organizing principles.

Culture 145

Culture Consulting Customer Experience Design Tools 145

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 138

Culture Consulting Customer Experience Design Tools 138

Michelli Experience

JULY 27, 2016

In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment. When it comes to technology, Starbucks is elevating its mobile app to better fit a customer’s past purchase behavior.

Leadership 100

Leadership Course Engagement Employee Experience 100

Storyminers

JULY 29, 2018

He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement. So what can you do to become digital and customer-led by design? Related Content.

Voice of Customer 100

Voice of Customer Culture Fashion Strategy 100

Michelli Experience

AUGUST 10, 2016

HOWEVER, service does not mean customers should be given the power to ABUSE those that serve them. It is one thing to be customer-centric (striving to build customer loyalty by helping your people, processes, and technology deliver customer engagement) and quite another thing to let your people become customer doormats.

Leadership 100

Leadership Hotels Customer Centricity Loyalty 100

Michelli Experience

MAY 8, 2018

Many analysts suggest that in the 1970’s – with advances in information technologies (IT) and business process reengineering (BPR) – a tectonic shift occurred in the direction of automation. But What About the Customer? Data: “Building a data ‘supply chain’ to fuel intelligent systems.”.

Competitive Advantage 100

Competitive Advantage Customers Technology Customer Experience Design 100

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 Consulting 100

Storyminers

MARCH 29, 2017

Have you used voice search in your business to improve your customer’s experience yet? The technology it takes so support voice search is readily available. The answer is probably yes if you’ve got an Amazon Echo or a smart phone. The answer is probably no, but it shouldn’t be. It’s not expensive either.

Entertainment 133

Entertainment Course Groups Technology 133

Forrester's Customer Insights

JANUARY 14, 2025

Leading banks are leveraging mature and emerging technologies, customer insights, and data to enhance customer experience, increase customer engagement, and drive business growth.

Banking 26

Banking Technology Customer Insights Customer Engagement 26

Michelli Experience

JUNE 13, 2017

As a customer experience speaker who delivers keynotes and workshops, I’ve had to adapt to be the “master” over mobile technology. In that part of my business, I need to leverage and create greater value than what consumers can find through technology. Together my clients and I look for what serves their customers best.

Consulting 113

Consulting Self Service Customer Experience Customers 113

Michelli Experience

MAY 2, 2017

Here are three trends you may wish to consider as you explore technology, service, and product development: 1. Conversational Commerce – Increasingly customers are ordering products using voice commands through an interface like Amazon Echo. Alternatively, are they worthy of your consideration?

Trends 113

Trends Fashion Customer Experience Social Media 113

Michelli Experience

AUGUST 22, 2017

My view is also colored by the work I’ve done with very dedicated customer experience professionals within the airline industry. Overbooking and United’s Technology Initiatives. The biggest thing we do from technology is help run the airline better [in those situations]. Data Plus People.

Airlines 113

Airlines Data Travel Consulting 113

Storyminers

MAY 16, 2016

In recent years, other technologies, click and collect for example, have become increasingly popular as a convenience tool. How can offline retailers use technology/mobile to improve sales or engagement with their customers? How can the app experience be improved for customers currently in the brick and mortar stores?

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

ShepHyken

JANUARY 10, 2017

Customer Experience Design. Shep Hyken speaks with Brian Solis, who asserts that all thinking needs to start with the customer experience design. Design what your customers are supposed to feel at all parts of their customer journey. Brian Solis Discusses the Role of.

Customer Experience Design 48

Customer Experience Design Customer Journeys Customer Experience Meeting 48

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. Chick-fil-A [private], now America’s favorite chain restaurant, is proof.

Sales 100

Sales Analytics Technology Brands 100

Michelli Experience

DECEMBER 15, 2016

Recently, I was impressed with “scan and go” technology I experienced during a visit to a nearby Sam’s Club store. I knew Sam’s Club was building on technology that I had enjoyed, in various iterations, for years at the Apple Store but the “ease” of the Sam’s Club App surprised me. How preposterous!!!

Technology 100

Technology Customer Experience Consulting Employee Engagement 100

Storyminers

FEBRUARY 2, 2016

Last week’s post predicted that customers won’t stand for technology that constantly sells to them. It predicted 2016 as the year predictive analytics and other ‘sensing’ technologies will be used to serve customers first. Chick-fil-A [private], now America’s favorite chain restaurant , is proof.

Sales 113

Sales Hospitality Guest Experience Culture 113

Michelli Experience

MAY 11, 2016

His latest project is a classic example and (in addition to demonstrating activism) it offers two very important lessons for leaders who are attempting to integrate technology solutions to make their businesses more responsive and accountable to those they serve. Mobile technology is pervasive. Would they say the same about you?

Social Media 100

Social Media Feedback Technology Engagement 100

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].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Michelli Experience

DECEMBER 13, 2017

The successful organizations are the ones that…figure out how to integrate technology but still truly connect to the customer face to face or on the phone. Team members learn to make sure customers know that they matter — that they are always heard and appreciated. The keys for greatness today are to: Study your customer.

Social Media 113

Social Media Customer Service Consulting Study 113

Michelli Experience

MAY 30, 2017

in March 2017, they sold the Craftsman brand to Stanley Black & Decker) and engaging new creditors all in an effort to stave off continued revenue challenges like the $2.2 In a recent SEC filing the Sears Holding Company noted that it is selling property (e.g. billion they lost last year alone.

Customer Experience 113

Customer Experience Retail Social Media Trends 113

Michelli Experience

DECEMBER 23, 2015

Those projects fall into three categories: people, process, and technology. Each area offers different benefits to customers. Mobilizing your people creates the warmth and compassion of your brand experience. Process improvement removes pain points and technology often makes the customer journey easier.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

Storyminers

JANUARY 26, 2015

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

Meeting 100

Meeting CRM System Technology 100

Storyminers

MARCH 29, 2017

Have you used voice search in your business to improve your customer’s experience yet? The technology it takes so support voice search is readily available. The answer is probably yes if you’ve got an Amazon Echo or a smart phone. The answer is probably no, but it shouldn’t be. It’s not expensive either.

Entertainment 100

Entertainment Course Groups Technology 100

Storyminers

FEBRUARY 9, 2016

Retailers must adapt how they work and think to accommodate new customer needs and the new capabilities technology brings. But just purchasing and installing these products won’t automatically make things better. Compared to my last few visits to NRF, I picked up on two themes in all the trade show noise that may help.

Retail 124

Retail Omni-Channel Software Video 124

Bold360

APRIL 25, 2018

In fact, 89% of projects are successfully completed at high performing organizations, yet only 20% of projects implemented are considered successful when it comes to customer experience. Many are turning to Design Thinking to help create better customer experiences.

Customer Experience 49

Customer Experience Self Service Customer Experience Design Customers 49

Michelli Experience

DECEMBER 13, 2017

The successful organizations are the ones that…figure out how to integrate technology but still truly connect to the customer face to face or on the phone. Team members learn to make sure customers know that they matter — that they are always heard and appreciated. The keys for greatness today are to: Study your customer.

Social Media 100

Social Media Customer Service Consulting Study 100

Michelli Experience

MARCH 23, 2016

Runaway Technology. In the face of these unpredictability drivers (and so many more that I didn’t dare list), our customers are looking for order through brands that offer predictability in products and services. Information Overload.

Brands 100

Brands Travel Customer Experience Consumers 100

Michelli Experience

DECEMBER 6, 2016

Ok, enough of the statistics, the picture that emerges from all this disparate data is that the perceptions of your customers matter greatly and those perceptions will increasingly matter in changing ways.

Customer Experience 100

Customer Experience Social Media Mobile Customer Service Consulting 100

Michelli Experience

MAY 4, 2016

In a sermon that contrasted the power of technology with the power of religion, he noted: “Your happiness has no price. When speaking to an audience of 70,000 at a “teens only” event, Pope Francis made a statement that was both startling and brilliantly crafted. It cannot be bought or sold.

Connections 100

Connections Brands Sales Customer Journeys 100

Michelli Experience

JANUARY 19, 2016

In future blogs, I will dive deeper into the specifics of optimal experiences but at a high level, Millennials want experiences that: Honor their time. Engage them socially. Leverage technology. Increase their knowledge. Demonstrate transparency. Give them a story to tell .

Consulting 100

Consulting Advertising Loyalty Engagement 100

Michelli Experience

NOVEMBER 8, 2017

Difficult customers, the ease by which customers can access us through technology, and ever-increasing service demands can render anyone a bit frayed and negative at times. My experience, however, is that leaders set the tone for an appreciative workplace.

Customer Experience 113

Customer Experience Loyalty Programs Consulting Loyalty 113

ReviewTrackers

MAY 8, 2017

Interactive Customer Experience (ICX) Summit. The ICX Summit is for B2C businesses who are interested in utilizing interactive technologies to enhance the customer experience. Session topics include marketing technology strategy, customer experience design, and data and analytics.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50