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

ECXO

MARCH 21, 2023

Journey Map Your way to Customer Experience Maturity in Just 8 Steps + 12 with CX and EX Customer experience culture is a set of values, beliefs, and behaviors that a company adopts in order to create a customer-centric culture. Based on the company ‘’mindset’’ and approach. In the end, everything is connected.

B2B 284

B2B Customer Experience Roadmap Net Promoter Score 284

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

ShepHyken

FEBRUARY 20, 2024

Many of you who read my articles or watch my videos may not have jobs related to customer service or CX measurement, but that doesn’t mean you shouldn’t pay attention to what I’m about to share. Here’s why this is important to you, even if you aren’t in a customer-facing role. Does the Customer Come Back?

Metrics 161

Metrics Customer Service Measurement NPS 161

Win the Customer

SEPTEMBER 29, 2014

Creating an exceptional customer experience requires time, effort, and attention to detail. It’s critical to understand customers, customer expectations, and have the right process to ensure that service delivered exceeds service expectations. Customers want more than just words and pretty pictures.

Customer Journeys 134

Customer Journeys Customer Experience Customer Experience Design Customer Expectations 134

The DiJulius Group

FEBRUARY 7, 2024

Unlock the secrets to elevating your business through the power of exceptional customer service with Matt Jensen. On this episode of The Customer Service Revolution, we cover Matt’s journey with Vance Thompson Vision, revealing how an unwavering commitment to customer experience has propelled them to the forefront of vision care.

Customer Experience Design 59

Customer Experience Design Healthcare Customer Experience Exceptional Customer Service 59

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? Can AI Handle Complex Customer Care? So let’s get into it.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Michelli Experience

JANUARY 5, 2017

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Infographics 235

Infographics Customer Experience Customers Consulting 235

Customer Bliss

OCTOBER 24, 2017

Did you know that government agencies are working hard to embed customer experience strategies in their operating plan and mindset? In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

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

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. What is a Customer Persona? What is a Customer Persona? A customer persona is a visualization of a representation of your customer.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

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

transcosmos Information Systems

FEBRUARY 20, 2017

Customer service is the support you offer your customers before, during, and after purchasing your product. It’s what can make—or break—their experience with your business. The Groove HQ blog is a goldmine for customer service reads that are useful and engaging. Customer Experience Matters.

Customer Service 98

Customer Service Self Service e-support Infographics 98

Vonage

SEPTEMBER 29, 2015

If you look at most Voice of the Customer (VoC) programmes typically, they start in the contact centre. The aim of these programmes is to make customers stay longer, spend more and recruit new customers. The most startling of all, 45% of all participants undergoing VoC programmes don’t close the loop for the customer.

Customer Experience 120

Customer Experience Strategy Customers Engagement 120

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

GetFeedback

JULY 19, 2019

Customer feedback (aka Voice of the Customer ) is a gift. Your customers are doing you a huge favor by taking time to alert you to a problem when it occurs with your business or to their happiness when that’s the outcome. Customer experience (CX) remains one of the most profuse opportunities for your business to stand out.

Data 262

Data How To Social Media Effort Score 262

Storyminers

DECEMBER 22, 2017

If we understand our customers, how do we then improve customer experience? More often than not, an organization will analyze customer feedback, pick the most common denominator and seek to fix the problem quickly. First, there are concepts you need to get right internally: Your Customer Experience strategy.

Customer Experience 138

Customer Experience Self Service Multi-Channel Customers 138

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

Myra Golden

SEPTEMBER 17, 2021

Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning!

Customer Service 116

Customer Service How To Customers Innovation 116

Myra Golden

OCTOBER 6, 2021

Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered with the replay below. Join us at 9am ET tomorrow live!

Customer Service 122

Customer Service Customers Customer Experience Design Customer Experience 122

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

Comm100

AUGUST 1, 2018

The picks on this month’s series of best CX Posts cover a wide variety of topics focused mostly on the future of customer experience and the trends that are shaking up the industry. This article highlights that customer service is not reserved for those on the frontline and is only a complete process when all levels take part.

Customer Experience 103

Customer Experience Policies Social Media Effort Score 103

Michelli Experience

DECEMBER 13, 2017

But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today. Customers find comfort in “the familiar.”. Old school service fits with the burgeoning artisanal movement happening now. Tempered Conclusions.

Social Media 113

Social Media Customer Service Consulting Study 113

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. Listen to the audio or read the article.

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

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

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Myra Golden

APRIL 23, 2020

If a remote employee’s next phone call is from an angry, irate customer, can they handle it? If you don’t have a LinkedIn Learning subscription, it’s super easy to get started training your team with my 7-course customer service boot camp. Empathy for Customer Service Professionals.

Customer Service 101

Customer Service Course Policies Retail 101

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

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

Myra Golden

JUNE 29, 2021

Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. And I’m facilitating five online video sessions!!! After the year we’ve had, I’m so ready to celebrate with you, to celebrate with you!

Customer Service 105

Customer Service Video Customers Customer Experience Design 105

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

Myra Golden

SEPTEMBER 23, 2020

Up your customer service game! Show your boss you’re proactive. Eight classes FREE through March 2021. Opportunity.LinkedInLearning.com.

Customer Service 111

Customer Service Customers Customer Experience Design Customer Experience 111

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

Michelli Experience

DECEMBER 13, 2017

But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today. Customers find comfort in “the familiar.”. Old school service fits with the burgeoning artisanal movement happening now. Tempered Conclusions.

Social Media 100

Social Media Customer Service Consulting Study 100

Michelli Experience

JUNE 29, 2016

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Infographics 113

Infographics Brands Customer Experience Customers 113

Myra Golden

JUNE 9, 2021

Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers. GET MORE IDEAS LIKE THIS.

Customer Service 105

Customer Service Tips Customers Customer Experience 105