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

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer experience is the sum of each interaction a customer has with your brand, and how they feel about it. The way to leverage this is to understand that intentional, proactive and positive customer experience design leads to real results for your organization AND your customers.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

SurveySparrow

JUNE 30, 2023

Welcome to the captivating world of customer experience design, where we turn mundane interactions into extraordinary adventures. But, we will be unleashing our creativity to design experiences that will have your customers grinning from ear to ear. Now, we won’t be donning capes or fighting villains.

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

Michelli Experience

MARCH 11, 2016

Mobile technology has reached unprecedented levels on innovation. Everyday mobile users have come to expect higher forms of engagement, and they’re pushing the smartphone’s technological progress in an interesting direction. Two: Mobile Loyalty Programs Work. In 2016, mobile marketing will be a must-have by many businesses.

Technology 100

Technology Company Marketing Loyalty Programs 100

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. Got 15 minutes?

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

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. More importantly, they have people catching Pikachu and Squirtle (along with other characters) in a very social way.

Interaction 100

Interaction Technology Social Media How To 100

Beyond Philosophy

JUNE 28, 2019

Bill Hedgecock, professor at the University of Minnesota in the Carlson School of Management, we explore the power of facial recognition with facial expression analysis software and what it can do to help you improve your Customer Experience. To subscribe to The Intuitive Customer and never miss a podcast, please click here.

Measurement 121

Measurement Analysis Study Customer Experience Design 121

BlueOcean

NOVEMBER 29, 2023

We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients. TX strategy is the ultimate integration of customer experience (CX), employee experience (EX), the multi experience (MX), and user experience (UX).

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

Michelli Experience

AUGUST 30, 2016

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Infographics 113

Infographics Technology Consulting Employee Engagement 113

BlueOcean

MARCH 13, 2023

Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? So let’s get into it. Those first three are what we’d expect.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

transcosmos Information Systems

FEBRUARY 20, 2017

The Center for Client Retention is run by its founder, Richard Shapiro, a leading authority in the area of customer satisfaction and loyalty. The website has customer service articles and other resources on customer satisfaction and retention like videos and studies. Smith+Co is a customer experience design consultancy.

Customer Service 98

Customer Service Self Service e-support Infographics 98

Michelli Experience

AUGUST 25, 2016

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Infographics 100

Infographics Technology Customer Experience Customers 100

eglobalis

DECEMBER 4, 2018

Best Customer Experience Books of 2018 and What to Look Out for in 2019. The post Best Customer Experience Books of 2018 and What to Look Out for in 2019 appeared first on Eglobalis.

Customer Experience 415

Customer Experience Customers Customer Experience Design Customer relationships 415

Michelli Experience

JULY 19, 2016

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Interaction 100

Interaction Infographics Technology How To 100

Experience Investigators by 360Connext

JUNE 25, 2019

So c onsider the customer experience design from Company X’s perspective. Much of B2B experience design is based on traditional business plans and how the organizational chart looks. Design proactive positive moments throughout the customer journey, not just when they become a customer.

B2C 137

B2C B2B Customer Experience Culture 137

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. Gratitude and Business. Personal Benefits.

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 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

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. So what did leaders at Mercedes-Benz do that might help you with your customer experience elevation?

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

Michelli Experience

AUGUST 10, 2016

I love serving customers and helping businesses create loyalty-building customer experiences. HOWEVER, service does not mean customers should be given the power to ABUSE those that serve them.

Leadership 100

Leadership Hotels Loyalty Customer Centricity 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 “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

APRIL 18, 2017

Define the way by which you will address this breakdown through process, people, and technology in the days, weeks, and years ahead. Treat your customers as you would want your family treated! Say you’re sorry for the way things were handled. Make no excuses, assure passengers that this situation will not be tolerated.

Airlines 230

Airlines Travel Transportation Customer Centricity 230

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

Storyminers

FEBRUARY 9, 2016

According to the RIS 13th Annual Store Systems Study [2016], the top two store systems that can achieve these gains in customer experience and bottom-line gains are CRM/Loyalty and Mobile for Associates. Retailers must adapt how they work and think to accommodate new customer needs and the new capabilities technology brings.

Retail 124

Retail Omni-Channel Software Video 124

Beyond Philosophy

MAY 31, 2019

Buying technology during Mercury Retrograde or on Friday the 13 th. Finally, it is essential to know if your Customer Experience is evoking emotions associated with our reaction to risk and uncertainty. Emotions that people feel during your experience influence their behavior. Walking under a ladder.

Customer Experience 127

Customer Experience Social Media Insurance Customers 127

Storyminers

JULY 29, 2016

In order to retain customers and create loyalty, you have to know what drives your particular customers. This means you have to listen to your customers, get to know them and use what engages each particular customer to build relationships and make them feel cared for. It’s all about the customer experience.

B2C 124

B2C Customer Retention Brands Strategy 124

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 Financial 100

Michelli Experience

JULY 3, 2018

Years ago, it was much harder to convince a client to do a customer journey map. In those days, many leaders were willing to map interaction points with customers in order to drive efficiency or reduce waste. I’ll list these four approaches below and discuss two of them this week and the other two in next week’s blog.

Customer Journeys 90

Customer Journeys Touchpoint Innovation Customers 90

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. Leverage technology. Most importantly, it is time to craft experiences that engage Millennials and earn their loyalty! Engage them socially.

Consulting 100

Consulting Advertising Loyalty Engagement 100

Storyminers

MAY 16, 2016

A staggering 71% of consumers stated there is room in the market for better mobile apps so it’s now up to retailers to invest in mobile to improve the shopping experience. And if done well, retailers should also see an increase in sales and loyalty to keep them ahead of the competition.”. What opportunities will they create?

Retail 113

Retail Omni-Channel Ecommerce Multi-Channel 113

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

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

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. CX Technology Stack. Discover the best tools to improve your customer experience. That makes Redshift an easy tool to plug into your CX process if you’re also using technology to collect, analyse and visualise your data. by Sam Frampton.

Technology 40

Technology Customer Experience Consulting Survey 40

Chattermill

AUGUST 29, 2018

The Guide to Building Your Customer Experience Technology Stack. CX Technology Stack. Discover the best tools to improve your customer experience. That makes Redshift an easy tool to plug into your CX process if you’re also using technology to collect, analyse and visualise your data. by Sam Frampton.

Technology 40

Technology Customer Experience Consulting Survey 40

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

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