Michelli Experience

MARCH 9, 2016

billion in revenue through 1,000 plus independent agencies, managing over $3.5 Acuity Insurance is approximately the 62nd largest insurer in the US, operating in approximately 25 states, and generating over $1.2 billion in assets, and employing over 1,200 people. ACUITY is rated A+ (Superior) by A.M.

Engagement 100

Engagement Insurance Loyalty Employee Engagement 100

Michelli Experience

MARCH 16, 2016

Clearly that man’s employer should have created a culture that put “employees first,” right? This means that there are situations where employees are highly engaged and customers are not (think of a workplace where employees feel like they are on a cruise but they forget to invite the customers along for the fun journey).

Employee Engagement 100

Employee Engagement Engagement Culture Employee Experience 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

CX Journey

MAY 10, 2017

What are the things that your manager and your executives do that encourage you to work hard for them every day? 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. What motivates your staff?

Leadership 145

Leadership Employee Experience Feedback Customer Experience Design 145

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. David Ulrich is a professor of business at the Ross School of Business at Michigan.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

Storyminers

DECEMBER 22, 2017

And those organizations that do, often manage the process of getting staff to manage customer related issues manually. 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.

Customer Experience 138

Customer Experience Self Service Multi-Channel Customers 138

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Michelli Experience

AUGUST 31, 2016

DRU the drone has been testing pizza deliveries in New Zealand – a country with legislation favoring commercial drone deliveries.

Technology 189

Technology Travel Innovation Study 189

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

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

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

FEBRUARY 7, 2019

A business executive, for example, relies on different sources of information for learning about brands and has different buying criteria than a technical IT Manager. Drive internal employee alignment. Including cross teams in the persona development process is an effective way to create a more customer-centric organization.

Customer Journeys 107

Customer Journeys Video Course Touchpoint 107

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

Doing CX Right

OCTOBER 29, 2020

Customer Experience Management (CXM) is not just a hot topic in small to big size companies but also at universities too. I shared practical customer experience takeaways and how to’s. Hosted by CXM@MSU, which is dedicated to advancing the field of customer experience management (CXM).

Employee Engagement 52

Employee Engagement Customer Experience Design Customer Experience Management Tips 52

Michelli Experience

NOVEMBER 1, 2017

” So the moral of the story, thanks to Joshie and Adolpho, is inspire and drive the power of individual and small group acts for the betterment of humankind and customer experience excellence.

Customer Experience 173

Customer Experience Hotels Consulting Travel 173

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

Michelli Experience

SEPTEMBER 30, 2016

These two NPS metrics are highly correlated – meaning when staff members “perceive” their company as worthy of being referred customers share that perception. So, why is it that some companies don’t focus on “perception” management in the pursuit of business success?

Net Promoter Score 100

Net Promoter Score Effort Score NPS Financial 100

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

AUGUST 10, 2016

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. Service professionals certainly need skills to manage angry customers.

Leadership 100

Leadership Hotels Customer Centricity Loyalty 100

Michelli Experience

FEBRUARY 27, 2018

In that article, Matt Carey discussed Home Depot’s substantial long-term investment designed to “transform the customer experience across all its channels, whether it’s in stores, in a person’s home, online or on a customer’s mobile device.”.

Training 133

Training Social Media Consulting Customer Experience 133

ClearAction

APRIL 29, 2020

CEOs are committing to this modern standard: “purpose of business is to benefit customers, employees, suppliers, communities, and shareholders”. This stakeholder capitalism approach to management requires a deeper look at the ideal targets for customer experience leaders. job-to-be-done)].

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Michelli Experience

JANUARY 19, 2016

They have had to learn to manage options, information overload and make quick decisions on where they will dedicate their energy and attention. Millennials are native to the “new media” where events are documented in real time by people like themselves who offer eyewitness accounts on Twitter. Millennials are DISCERNING.

Consulting 100

Consulting Advertising Loyalty Engagement 100

Michelli Experience

JULY 4, 2017

The company goes through the process of photographing, identifying, categorizing and adding each item to an inventory that can be managed in a mobile app. When you store your stuff with Omni, it doesn’t just sit in a box or crate collecting dust in a warehouse somewhere.

Insurance 113

Insurance Consulting Customers Resources 113

Michelli Experience

JUNE 7, 2016

Great leaders like Muhammad Ali inspire us with the grace by which they manage their adversity. He viewed success as an obligation to do good in the world. 5) Remain Positive in the Face of Adversity: All of us, to one degree or another, suffer Shakespeare’s “slings and arrows of outrageous fortune.”

Advertising 100

Advertising Brands Training Management 100

Michelli Experience

MARCH 18, 2016

He’s the managing director of thought LEADERS , LLC – a leadership development training firm. Mike Figliuolo is the co-author of Lead Inside the Box: How Smart Leaders Guide Their Teams to Exceptional Results and the author of One Piece of Paper: The Simple Approach to Powerful, Personal Leadership. Army as a combat arms officer.

How To 100

How To Leadership Consulting Advertising 100

ReviewTrackers

MAY 8, 2017

This is why more and more businesses are investing in customer experience, learning and applying industry best practices, and developing strategies in customer experience management. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”. Forrester CXNYC.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

Michelli Experience

DECEMBER 23, 2015

So what did leaders at Mercedes-Benz do that might help you with your customer experience elevation? Think Multi-year – As Henry Hynekamp, general manager, Customer Experience, at Mercedes-Benz USA, notes, “Customer experience transformation is hard and it doesn’t spontaneously combust in an organization.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

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. Arussy previously held executive positions at Nice and Hewlett Packard.

Consulting 40

Consulting Analytics Culture Innovation 40

Michelli Experience

FEBRUARY 2, 2016

While far less harsh, the world of customer experience performance management has certainly taken a turn in the direction of increased accountability! It also has a morbid Darwinian flair whereby only the best architects survived.

Net Promoter Score 100

Net Promoter Score Healthcare Effort Score Feedback 100

Wootric CX Blog

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Michelli Experience

MAY 17, 2016

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Infographics 113

Infographics Engagement How To Employee Engagement 113

Customer Enthusiast

JULY 19, 2021

I heard a story on the Manager Tools podcast that stuck with me. In the late ‘70s the chairman of Sony Corp., Akio Morita, noticed a lot of young people walking around carrying a boom box on their shoulder during a visit to New York City.

Innovation 73

Innovation Tools Management Employee Engagement 73

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

FEBRUARY 7, 2017

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Infographics 100

Infographics Customer Service Customers Social Media 100

Michelli Experience

FEBRUARY 1, 2017

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Infographics 100

Infographics Employee Engagement Consulting Customer Experience Design 100

Michelli Experience

JANUARY 10, 2017

As customers, we’ve encountered a service provider who unfortunately chose to attend to something of interest to them instead of attending to our needs. We’ve all had it happen.

Culture 100

Culture Study Examples Training 100