Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.

Customer Experience 60

Customer Experience eBook Customer Experience Design Employee Experience 60

Michelli Experience

JANUARY 5, 2017

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Infographics 235

Infographics Customer Experience Customers Consulting 235

Michelli Experience

NOVEMBER 1, 2017

From my vantage point, Adolpho has a lot to teach us about the impact we can have on our team members and customers. Adolpho’s Lessons for Employee and Customer Engagement. Similarly, a few people can make a great difference when it comes to helping a workplace or customer experience become more engaging.

Customer Experience 173

Customer Experience Hotels Consulting Travel 173

Michelli Experience

FEBRUARY 20, 2018

The first is customer-centricity, and the other is customer experience. From my vantage point, the latter phrase (customer experience) is a subset of the former (customer-centricity). Customer-centricity is a commitment or a strategy to assure the success of your customer.

Customer Centricity 133

Customer Centricity Customer Experience Advertising Touchpoint 133

Beyond Philosophy

NOVEMBER 24, 2014

I meet many organizations that say they want to exceed Customer expectations at every moment of contact. The first step in exceeding your customer’s expectations is to know those expectations.”. - For most organizations, just meeting their Customer’s expectations would provide a good experience. I tell them they are mad!

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Michelli Experience

MARCH 27, 2018

My crystal ball says winning experiences will deliver. I lay no claim to my prognostic ability, but when it comes to the future of customer experience delivery, I’m willing to venture an educated guess. Currently, companies like Amazon win customers through the selection, price, and ease involved in the shopping process.

Customer Experience 124

Customer Experience Retail Consulting Customers 124

Michelli Experience

JANUARY 6, 2016

I’ve been critical of leaders who make declarations like “ THIS IS THE YEAR OF THE CUSTOMER.” My problem with those types of statements is that I believe every year should be the year of the customer. In support of my position, I offer the following: If you want to keep customers in 2016 …. Why else are we in business?

Customer Experience 100

Customer Experience Employee Engagement Competitive Advantage Customers 100

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Michelli Experience

JUNE 29, 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. The post {Infographic} Customer Experience and Value Add appeared first on Joseph Michelli.

Infographics 34

Infographics Customer Experience Consulting Customers 34

Michelli Experience

NOVEMBER 8, 2017

For example, when a customer enters a retail store and a clerk asks, “How are you today?” Most customers know the question is little more than a universal greeting. Most clerks don’t really want a customer to honestly answer the question. Fortunately, most customers will deflect with a response of, “I’m fine.”

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

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 Customer Experience Design CRM Strategy 100

Beyond Philosophy

APRIL 24, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences to improve moments in their Customer Experience.

Customer Experience 88

Customer Experience How To Consulting Conference 88

Storyminers

JANUARY 21, 2015

With the launch of Private Vegas, Patterson isn’t just creating a reading experience for consumers, he’s creating real-world, … Continue reading → Blog Customer Engagement Strategy Experience Design analysis Customer Experience Design james patterson mike wittenstein opinion reader experience social media strategy thrill'

Social Media 100

Social Media Customer Experience Design Analysis Customer Engagement 100

Michelli Experience

JUNE 13, 2017

Customer Experience Speaker, Consultant, Author VS. CASHIERS. To mitigate against our replaceability, we have to constantly assess what produces value in an ever-changing marketplace of customer wants, needs, and desires. Together my clients and I look for what serves their customers best. Master the Machines.

Consulting 113

Consulting Self Service Customer Experience Customers 113

Michelli Experience

MAY 30, 2017

The progression of the Internet, mobile technology, social networking and social media is fundamentally reshaping the way we interact with our core customers and members. We may need to adjust our strategic initiatives depending on our members’ and customers’ reactions to and level of engagement with our initiatives.

Customer Experience 113

Customer Experience Retail Social Media Trends 113

Michelli Experience

OCTOBER 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 113

Infographics Customer Experience Consulting Customers 113

Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. I contributed an article about Intelligent Experiences: Where CX Meets Tech (page 28).

Customer Experience 100

Customer Experience eBook Customers Meeting 100

Michelli Experience

JUNE 29, 2016

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Infographics 113

Infographics Brands Customer Experience Customers 113

Michelli Experience

JUNE 22, 2017

The post Infographic: Customer Experience Creation: Give ’em a Reason to Hire & Keep You appeared first on Joseph Michelli.

Infographics 113

Infographics Customer Experience Customers Customer Experience Design 113

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 113

Infographics Customer Experience Consulting Customers 113

Michelli Experience

DECEMBER 6, 2016

I’ll admit it, as a customer experience consultant I have a tendency to see improving customer experience as a cure for all business ills. Clearly, a bevy of mounting research does indicate your company’s’ future is linked to the consistent delivery of a differentiated customer experience.

Customer Experience 100

Customer Experience Social Media Mobile Customer Service Consulting 100

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 100

Infographics Customer Experience Consulting Customers 100

Michelli Experience

JULY 13, 2016

Striving to deliver great customer experiences intuitively seems like smart business, doesn’t it? So should you invest money in programs designed to improve the engagement and loyalty of your customers? Forrester has developed an annual benchmarking survey which they call the Forrester Customer Experience Index.

Customer Experience 100

Customer Experience Effort Score Wireless Infographics 100

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. In fact, the American Customer Satisfaction Index (ACSI) is reporting customer satisfaction levels that are hovering just above 9 year lows.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

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 Journeys 140

Customer Journeys Customer Experience How To Leadership 140

Michelli Experience

SEPTEMBER 13, 2017

In the days before and after Irma, I’ve been privileged to experience individuals, business leaders, and government employees who have demonstrated immense compassion and care for those they serve. The difference between “average” and “great” in customer experience delivery can be the difference between panic and calm for those you serve.

Customer Experience 100

Customer Experience Government Insurance Consulting 100

Michelli Experience

FEBRUARY 28, 2017

One organizing concept has proven to have a considerable amount of value when it comes to thinking about and constructing outstanding customer experiences. For our purposes, here’s how it relates to the relationships we have with our customers. Customer perceptions also regulate their actions toward a brand.

Customer Experience 100

Customer Experience Exercises Social Media System 100

Michelli Experience

MAY 2, 2017

Great customer experience brands are constantly tracking macro-changes in consumer behavior and trying to determine if an emerging trend is simply a fad (hot for the short run but soon to fizzle) or a meaningful pattern worthy of infrastructure investment. Are these customer experience fads? So what do you think?

Trends 113

Trends Fashion Customer Experience Social Media 113

Michelli Experience

APRIL 11, 2017

I also suggested that from my vantage point the Net Promoter Score® (which is calculated using a single question about likelihood to recommend) has greater predictive value for customer loyalty (return business and future spend) than it does about advocacy (referrals). wanting not to have their favorite places overrun with new customers).

Customer Care 230

Customer Care Brands Net Promoter Score Social Media 230

Storyminers

MAY 21, 2020

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. The bottom line is they’re doing before design.”. Change by design.

Culture 147

Culture Voice of Customer Fashion Strategy 147

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. In that article, Dorothy Leonard details many empathic design strategies including: User-designer. User-designer.

Culture 145

Culture Consulting Customer Experience Design Tools 145

Michelli Experience

OCTOBER 4, 2016

Online retailers like Amazon have made shopping easier (24-hours a day, purchasing from the comfort of our home, with no lines at checkout) but they make customers wait for delivery (typically relying on UPS). For example, earlier this year Amazon began experimenting with ways to provide “on demand” delivery services.

Competitive Advantage 214

Competitive Advantage Ecommerce Retail Leadership 214

delighted

JULY 19, 2019

You likely have heard the term “customer experience” or CX for short, and thought, “of course we want to continually improve and offer the best customer experience possible.”. But, what does Customer Experience (CX) actually mean? That’s why we’ve put together this customer experience glossary.

Resources 56

Resources Customer Journeys Customer Experience Net Promoter Score 56

Michelli Experience

MARCH 29, 2016

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Infographics 100

Infographics Customer Experience Customers Employee Engagement 100

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. In that article, Dorothy Leonard details many “empathetic design” strategies including: User-designer. Ethnographic research.

Culture 138

Culture Consulting Customer Experience Design Tools 138

Michelli Experience

NOVEMBER 8, 2016

The product and service experiences that follow those promises either fall short, deliver on, or exceed the promises made as customers choose to engage your brand. In a world where many make distorted claims, people are inspired by experiences and stories of those who meet or exceed the expectations they create.

Advertising 214

Advertising Brands Examples Meeting 214

Michelli Experience

APRIL 12, 2016

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Infographics 100

Infographics Customer Experience Customers Employee Engagement 100