Michelli Experience

JANUARY 6, 2016

Hmm… Spending 7 times more to bring customers into your business (some of whom aren’t loyal by nature) or investing far less on the ones who want to be in relationship with you. If you want a competitive advantage driving customer engagement in 2016 …. Measure and drive employee engagement.

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 Employee Experience 100

Michelli Experience

APRIL 20, 2016

While marketers like to call attention to aspects of a brand that they want to cement as PODS in the minds of prospects and customers, experience designers like me and business leaders like you should be thinking about DELIVERING PODS – behaving in ways that are relevant, different and valued by your customers.

Customer Experience Design 100

Customer Experience Design Policies Brands Tips 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

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

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. That sounds familiar.

Leadership 145

Leadership Employee Experience Feedback Customer Experience Design 145

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

Customer Experience 223

Customer Experience Comparison Study Customer Service Training 223

Storyminers

DECEMBER 22, 2017

By creating a condition alert, fast, tactical follow-up actions can be achieved and target-setting encourages employees to become more engaged and in turn, increase productivity. Also, plainly stated, you are handing employees less busy work. That will increase engagement as well.

Customer Experience 138

Customer Experience Self Service Multi-Channel Customers 138

Michelli Experience

JANUARY 5, 2017

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Infographics 235

Infographics Customer Experience Customers Consulting 235

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

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. Then I started seeing an “abundance of critics” rushing out of the woodworks – some of whom clearly have never tried to help a company strike a balance between customer needs and profitability.

Airlines 230

Airlines Travel Transportation Customer Centricity 230

Michelli Experience

FEBRUARY 16, 2017

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Infographics 223

Infographics Video Employee Engagement Customer Experience Design 223

Michelli Experience

DECEMBER 27, 2016

One day, I was asking Horst about a client of mine that was struggling to engage customers. 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”.

Customer Experience 223

Customer Experience Hotels Leadership Customers 223

CX Journey

FEBRUARY 7, 2019

Link to video Stacy Sherman is Head of Customer Experience and Employee Engagement for Schindler Elevator. I especially like this one by Gregg Bernstein, as he visually shows what persona development is all about in a simple, creative way. Learn more about Stacy here.

Customer Journeys 107

Customer Journeys Video Course Touchpoint 107

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 Video Social Media Customer Experience Design 100

Doing CX Right

OCTOBER 29, 2020

I’m interested to hear your thoughts. . Which CX tips and best practices resonate most, and why?

Employee Engagement 52

Employee Engagement Customer Experience Design Customer Experience Management Tips 52

Michelli Experience

NOVEMBER 9, 2016

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Infographics 203

Infographics Consulting Employee Engagement Customer Experience Design 203

CX Journey

DECEMBER 21, 2016

The customer's needs and perspectives do not play a part in this type of thinking. You don't make the employee experience a priority : employee engagement is down, turnover is up, and you still question why you should focus on delivering a great employee experience.

Company 80

Company Culture Employee Experience Leadership 80

Michelli Experience

AUGUST 31, 2016

Have you been watching Domino’s global strategy over the recent number of years? If not, I think the pizza giant it worthy of study. Unbeknownst to many, Domino’s is an amazingly forward looking company.

Technology 189

Technology Travel Innovation Study 189

Michelli Experience

JUNE 28, 2016

As I help business leaders deliver branded customer experiences, I often start with the premise that brands are nothing more than what people say about us when we’re not around. From there, I work with leaders to determine what they want to be known for and what they want to hear their customers say about them.

Brands 185

Brands Social Media Financial Analysis 185

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. 600M+ enhanced customer relationships. 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. 600M+ enhanced customer relationships. Strativity Group Inc.

Groups 40

Groups Company Customer Experience Design Employee Engagement 40

SurveySensum

JULY 14, 2020

Head of Customer Experience for UL EHS, Co-Founder of CX Accelerator, and CEO of Officium Labs, Nate Brown is an ICMI Top 50 Thought Leader. He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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. His name is Adolpho Kamisky and though he is not someone I’d heard about in history classes, he truly is a larger than life hero of World War II. Beyond the Stereotype.

Customer Experience 173

Customer Experience Hotels Consulting Travel 173

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.

Consulting 40

Consulting Analytics Culture Innovation 40

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. Session topics include marketing technology strategy, customer experience design, and data and analytics.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Michelli Experience

FEBRUARY 27, 2018

As many of you know, Snapchat’s new design has sparked considerable criticism, but a simple tweet by celebrity Kylie Jenner purportedly contributed to a freefall for Snapchat’s stock. Here’s how social media reporter Megan Hills tells it in a Fortune article titled Snapchat’s $1.3

Training 133

Training Social Media Consulting Customer Experience 133

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.

Customer Experience 45

Customer Experience Customer Journeys Touchpoint Customer Experience Design 45

Michelli Experience

MAY 17, 2016

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Infographics 113

Infographics Engagement How To Employee Engagement 113

ClearAction

APRIL 29, 2020

Develop and deploy systematic actioning on customer experience insights by cross-functional representatives, to prevent recurrence of issues and to create new mutual value associated with key drivers of customer lifetime value. Track record of customer-centric decision-making. Bachelor’s degree.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Michelli Experience

NOVEMBER 8, 2017

If you are a parent of young children, you probably reminded them of the importance of saying this on Halloween as they went off trick-or-treating. I also suspect your parents taught you that these are two of the three magic words. Yes, I am talking about saying, “Thank you.” ” Beyond Social Skills – Words Matter.

Customer Experience 113

Customer Experience Loyalty Programs Consulting Loyalty 113

Michelli Experience

AUGUST 22, 2017

It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. Here’s a walk down that pothole-riddled memory lane: January 22 nd all domestic flights were grounded for 2.5 hours due to a problem with a computer system that provides technical information to pilots.

Airlines 113

Airlines Data Travel Consulting 113

Michelli Experience

JULY 4, 2017

Great leaders often ask me to help them create “customer value”, while others ask me to help them create “profit.” For me, the only way to generate sustainable profit is by developing a core competency for customer value creation. You have a customer solution, now what?

Insurance 113

Insurance Consulting Customers Resources 113

Michelli Experience

AUGUST 30, 2016

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Infographics 113

Infographics Technology Consulting Employee Engagement 113

Michelli Experience

JUNE 29, 2016

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Infographics 113

Infographics Brands Customer Experience Customers 113

Michelli Experience

JUNE 22, 2016

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Infographics 113

Infographics Innovation Consulting Employee Engagement 113

Michelli Experience

FEBRUARY 7, 2017

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Infographics 100

Infographics Customer Service Customers Social Media 100