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

Experience Investigators by 360Connext

JULY 30, 2018

Is that happening with your organization’s customer experience design for service delivery? Lately, I’m seeing a lot of good intentions gone awry with customer experience. And a lot of leaders and followers defending the INTENTIONS of the design, instead of dealing with the reality of the situation.

Customer Experience Design 110

Customer Experience Design Customer Experience How To Banking 110

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

Experience Investigators by 360Connext

JULY 28, 2020

Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. There is a lack of understanding around what customer experience really is, and perhaps more importantly, what it takes to deliver it.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Customer Bliss

MAY 19, 2016

because of CX Week , where I had the pleasure of speaking with Mark Ramsey of Audi about their customer experience transformation. I did want to create a quick blog post about customer experience competencies, however. Here’s the essential overview: Customer experience work is often tremendously reactionary.

Customer Experience 171

Customer Experience Social Media Leadership Feedback 171

Customer Guru

APRIL 5, 2018

At Customer Guru, we believe that Customer Experience (CX) should be the number one priority for all the Indian businesses so that they become more sustainable and successful globally. Thus, we are on a mission to spread this awareness, inspiring and guiding professionals to adopt and inculcate a customer-centric approach.

Customer Experience Design 92

Customer Experience Design Customer Experience Customer Journeys Customer Centricity 92

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

JANUARY 5, 2017

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Infographics 235

Infographics Customer Experience Customers Consulting 235

Customer Bliss

JUNE 28, 2016

Lesley Mottla was part of the senior leadership team that helped build Zipcar, a disruptive force in its industry. Now she has a customer experience leadership role at M.Gemi , where she’s trying to help disrupt the luxury shoe market. How do you launch an experience? About Lesley. How to hire for your team.

Customer Experience 111

Customer Experience Leadership Case Study Feedback 111

Storyminers

JULY 21, 2015

Jeffery Sears, CEO of PIRCH, interviewed by Mike Wittenstein of Storyminers I went to visit the new Atlanta PIRCH store in Buckhead, near Lenox Square just a few weeks ago and I was blown away by the experience. With 20 years of customer experience under my belt, it takes a lot to impress me. PIRCH […].

Leadership 100

Leadership Marketing Customer Experience Customer Experience Design 100

InMoment XI

NOVEMBER 2, 2022

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. You might also know that customer experience is generally considered to be a more specific subset of user experience ( UX ).

Touchpoint 243

Touchpoint Customer Experience Design Brands Customer Experience 243

Beyond Philosophy

NOVEMBER 24, 2014

I meet many organizations that say they want to exceed Customer expectations at every moment of contact. The first step in exceeding your customer’s expectations is to know those expectations.”. - For most organizations, just meeting their Customer’s expectations would provide a good experience. I tell them they are mad!

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

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

Strativity

NOVEMBER 21, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Think about a great customer experience you’ve had.

Customer Experience Design 52

Customer Experience Design Consulting Customer Experience Touchpoint 52

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

Michelli Experience

OCTOBER 4, 2016

Online retailers like Amazon have made shopping easier (24-hours a day, purchasing from the comfort of our home, with no lines at checkout) but they make customers wait for delivery (typically relying on UPS). For example, earlier this year Amazon began experimenting with ways to provide “on demand” delivery services.

Competitive Advantage 214

Competitive Advantage Ecommerce Retail Leadership 214

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

CX Journey

JUNE 6, 2018

Image courtesy of Pixabay Now there's a crazy statement to make during a customer experience design session. Sadly, there is no shortage of stories about customers being treated badly, even inhumanely. And we are all customers! Do we forget that we’re customers, too? Research your customers.

Exercises 150

Exercises Customer Experience Design Culture Leadership 150

ijgolding

DECEMBER 5, 2016

So what (I hear you think to yourselves) has a child’s cartoon got to do with the subject of Customer Experience? The more companies seem to talk about Customer Experience and Customer Centricity, the more random our experiences as customers become. Allow me to explain… Bob and friends!

Customer Experience 120

Customer Experience Customer Journeys Resources Customers 120

Bill Quiseng

MARCH 1, 2021

Joseph Michelli, I have learned so much about delivering the World’s Best Customer Experience through his insight starting with his book, The Starbucks Experience: 5 Principles for Turning Ordinary Into Extraordinary. Ironically, prioritizing profits can actually lead to business decisions that drive customers away.

Leadership 148

Leadership Hospitality Consulting Consumers 148

Michelli Experience

DECEMBER 2, 2015

In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Which are you? Such was the case for Mercedes-Benz!

Customer Journeys 140

Customer Journeys Customer Experience How To Leadership 140

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

Michelli Experience

NOVEMBER 14, 2017

In keeping with that message, I am excited to be blogging about one of my favorite leadership brands – Ed Mady and to use Ed as an example of the importance of creating signature moments that frame those “out of earshot” conversations. Branded Customer Experience. Here are just a few examples of Ed’s recent tweets.

Brands 113

Brands Hotels Leadership Guest Experience 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. What's in it for the customer? Leadership is motivating.

Leadership 145

Leadership Employee Experience Feedback Customer Experience Design 145

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 how do you not only satisfy your customers, but actually delight them? Well, not exactly. Actually, not at all.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

Michelli Experience

JANUARY 27, 2016

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Leadership 100

Leadership Infographics Employee Engagement Consulting 100

Michelli Experience

NOVEMBER 8, 2017

For example, when a customer enters a retail store and a clerk asks, “How are you today?” Most customers know the question is little more than a universal greeting. Most clerks don’t really want a customer to honestly answer the question. Fortunately, most customers will deflect with a response of, “I’m fine.”

Customer Experience 113

Customer Experience Loyalty Programs Loyalty Consulting 113

Storyminers

JULY 1, 2020

Listen to Mike tell his story of how he discovered a way to improve the customer experience by using the fine art of acting in a whole new way. Mike’s entrepreneurial skills served him well as IBM’s eVisionary for Global Services where he started three consulting practices, the last one in customer experience design.

Travel 162

Travel Banking Customer Experience Design Measurement 162

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

iCiDIGITAL

MAY 18, 2018

Executives who once viewed digital strategy and customer experience as tangential to their core business now view these areas as critical to company success and possibly to survival. How Does This Impact Customer Experience Design Projects? Enter the HIPPO. Get The HIPPO One on One.

Customer Experience Design 45

Customer Experience Design Customer Experience How To User Experience 45

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

JANUARY 6, 2016

I’ve been critical of leaders who make declarations like “ THIS IS THE YEAR OF THE CUSTOMER.” My problem with those types of statements is that I believe every year should be the year of the customer. In support of my position, I offer the following: If you want to keep customers in 2016 …. Why else are we in business?

Customer Experience 100

Customer Experience Employee Engagement Competitive Advantage Customers 100

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

Customer Bliss

FEBRUARY 15, 2016

Customer experience is a priority to all. The question we discussed was; could the discipline and competencies required to lead a company through a customer experience transformation be led from marketing, by the CMO? It affects leadership, operations, how people are hired, and how the company goes to market.

Leadership 100

Leadership Conference Customer Experience Design Culture 100

Michelli Experience

JUNE 29, 2016

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Infographics 113

Infographics Brands Customer Experience Customers 113

ClearAction

APRIL 29, 2020

VP Customer Experience Role for Growth Lynn Hunsaker. The VP Customer Experience role is evolving as companies shift to embrace the “purpose of business” proclaimed by Business Roundtable. This position may also be known as Chief Customer Officer or VP of Customer [fill-in-the-blank] (e.g.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Michelli Experience

NOVEMBER 2, 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