BlueOcean

NOVEMBER 29, 2023

They’re also better positioned to empathetically connect with the customer, responding more successfully to subtle emotional cues as they work toward resolution. And when customers express their gratitude for this level of service, agents can feel good about the impact they’re making.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

Michelli Experience

SEPTEMBER 15, 2016

Thought leaders like Daniel Pink have provided insightful analysis of research showing three key drivers of human behavior: Purpose. Autonomy, and.

Engagement 100

Engagement Entertainment Conference Analysis 100

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

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

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

Experience Investigators by 360Connext

JULY 28, 2020

Your customer experience strategy should aim to tie the customer experience design, measurement, insights and improvements with the desired organizational business outcomes. Creating a Customer Experience Habit means knowing what success looks like. Start with your company’s goals.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Michelli Experience

JULY 25, 2017

In support of my formula, Neil Davey, the managing editor of mycustomer.com recently cited David Ulrich’s research on the value chain of trusting and engaging employees. Trust, Engagement, and You. What are the trust and engagement levels of your workforce?

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

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. Tell the stories in your data.

Leadership 145

Leadership Employee Experience Feedback Customer Experience Design 145

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

NOVEMBER 1, 2017

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

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

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. It''s real, and your employees matter!

Customer Experience 80

Customer Experience Training Roadmap Tools 80

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

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

JANUARY 5, 2017

(..)

Infographics 235

Infographics Customer Experience Customers Consulting 235

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

FEBRUARY 16, 2017

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Infographics 223

Infographics Video Employee Engagement Customer Experience Design 223

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

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

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

(..)

Infographics 203

Infographics Consulting Employee Engagement Customer Experience Design 203

Michelli Experience

JULY 27, 2016

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. In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment.

Leadership 100

Leadership Course Engagement Employee Experience 100

Michelli Experience

JANUARY 19, 2016

Since I’ve dedicated my career to researching, writing, consulting, and doing PRESENTATIONS about creating engaging experiences, lets list off the types of experiences Millennials desire. Engage them socially. Most importantly, it is time to craft experiences that engage Millennials and earn their loyalty!

Consulting 100

Consulting Advertising Loyalty Engagement 100

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

SEPTEMBER 30, 2016

For employees, perception drives emotional engagement, discretionary effort, and retention. Summary metrics like the eNPS (the employee version of the net promoter score) ask staff how likely they are to recommend their employer to a friend or acquaintance? 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

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

MARCH 11, 2016

Everyday mobile users have come to expect higher forms of engagement, and they’re pushing the smartphone’s technological progress in an interesting direction. Modern shoppers are fully engaged with their devices, and they’re preferring brand providers capable of offering text-heavy engagement platforms.

Technology 100

Technology Company Marketing Loyalty Programs 100

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

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

Michelli Experience

JANUARY 17, 2017

Clearly, game theory has its greatest application within the “gaming industry” According to an article by Mark de Bruijn titled Level-up your customer experience: Lessons from the gaming industry , gaming has become a 100 billion dollar industry serving 1.5 billion customers. Those 3 areas are: Promotion.

Customer Experience 100

Customer Experience Gamification Banking Sports 100

Michelli Experience

FEBRUARY 10, 2016

As someone who consults with companies on how to effectively listen and act on the feedback provided by customers, I thought it might be helpful to share a few best practices (which clearly many brands who attempt to engage me simply don’t utilize): Customer listening should be in the best interest of the customer, not the brand.

Feedback 100

Feedback Consulting Customers Innovation 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 Loyalty Customer Centricity 100

Michelli Experience

JULY 20, 2016

3) Leverage technology and interactivity – While much has been promised from augmented-reality technology, Niantic delivered an emotionally engaging experience. They are activating people to move and experience other gamers as well as the physical world around them.

Interaction 100

Interaction Technology Social Media How To 100

Michelli Experience

MAY 11, 2016

As such, all of us should be looking for ways to leverage the power of mobile, social, and the internet to gain feedback from our consistuents (our team members and customers). Additionally, we should encourage and engage public discussions of our performance.

Social Media 100

Social Media Feedback Technology Engagement 100

Michelli Experience

MARCH 2, 2016

That said, high-value and incipient high-value customers should be rewarded for and encouraged to enjoy as many of your products and services as possible. Customers who are engaged with your brand should have their contributions to your proitability rewarded.

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs How To 100