Experience Matters

FEBRUARY 8, 2018

It’s hard to keep up with everything that Temkin Group published in 2017, so we put together a couple of infographics to highlight some of the key data insights. The initial infographic examined CX efforts and ROI. In this infographic, we examine 12 factoids on CX ratings, people, and leadership. jpg format, in .pdf

Infographics 205

Infographics Leadership ROI Groups 205

Ecrion

AUGUST 12, 2020

The success of your business relies on your customers. Better customer engagement helps to build a stronger relationship between your business and your customers. But did you know that employee engagement is just as important as customer engagement for creating stellar CX?

Employee Engagement 105

Employee Engagement Infographics Engagement Customer Experience 105

Customers That Stick

OCTOBER 20, 2014

In honor of Customer Experience Day , Temkin Group released its “ The State of Customer Experience” infographic. They reveal, among other things, that customer experience continues to gain more focus and that experience ratings have improved across most industries. Better customer experiences means higher revenues.

Infographics 157

Infographics Customer Experience Employee Engagement Groups 157

Experience Matters

OCTOBER 19, 2016

We regularly help companies create cultures that are more customer-centric. So it seemed like a fun idea to create an infographic on the topic. You may want to see a video we created about customer-centric culture or the report, Employee-Engaging Transformation.

Infographics 120

Infographics Culture Customer Centricity Employee Engagement 120

Experience Matters

OCTOBER 14, 2014

As part of Customer Experience Day , I interviewed Mercedes-Benz USA (MBUSA) CEO Steve Cannon on a CXPA.org webinar called Customer Experience from the C-Suite. Cannon mentioned that CX is a topic in every single town hall and when he visits a facility, he says, “Don’t give me a facility tour, give me a customer experience tour.”

Net Promoter Score 279

Net Promoter Score Employee Engagement Leadership B2B 279

Michelli Experience

APRIL 12, 2017

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Infographics 230

Infographics Employee Engagement Consulting Customer Engagement 230

Michelli Experience

MARCH 16, 2017

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Infographics 269

Infographics Employee Engagement Customer Engagement Engagement 269

Michelli Experience

DECEMBER 28, 2016

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Infographics 214

Infographics Customer Experience Customers Employee Engagement 214

Michelli Experience

JANUARY 5, 2017

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Infographics 235

Infographics Customer Experience Customers Consulting 235

Michelli Experience

APRIL 12, 2017

The post {Infographic} Getting More Referrals appeared first on Joseph Michelli.

Infographics 113

Infographics Employee Engagement Consulting Customer Engagement 113

Michelli Experience

OCTOBER 5, 2016

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Infographics 214

Infographics Employee Engagement Innovation Customer Engagement 214

Michelli Experience

MARCH 22, 2017

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Infographics 214

Infographics Strategy Employee Engagement Customer Engagement 214

Michelli Experience

FEBRUARY 22, 2017

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Infographics 223

Infographics Consulting Employee Engagement Customer Engagement 223

Michelli Experience

FEBRUARY 16, 2017

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Infographics 223

Infographics Video Employee Engagement Customer Experience Design 223

Michelli Experience

AUGUST 23, 2017

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} Big Data to the Rescue of the Passenger Experience? Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience.

Infographics 56

Infographics Data Consulting Customer Experience 56

Michelli Experience

MAY 25, 2017

The post {Infographic} Once Upon a Time People Assisted One Another… appeared first on Joseph Michelli.

Infographics 113

Infographics Employee Engagement Customer Engagement Loyalty 113

Michelli Experience

APRIL 6, 2017

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Infographics 214

Infographics Loyalty Net Promoter Score Employee Engagement 214

Michelli Experience

FEBRUARY 28, 2018

infographic. __. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies. Infographic appeared first on Joseph Michelli. Want more on service excellence and training? Read the blog post that inspired this. Michelli, Ph.D.

Infographics 70

Infographics Training Consulting Customer Experience 70

Michelli Experience

MARCH 22, 2017

The post {Infographic} McMobile – Will McDonald’s Mobile Strategy Kill the Drive-thru? appeared first on Joseph Michelli.

Infographics 100

Infographics Strategy Employee Engagement Customer Engagement 100

Michelli Experience

NOVEMBER 9, 2016

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Infographics 203

Infographics Consulting Employee Engagement Customer Experience Design 203

Experience Matters

FEBRUARY 23, 2015

We’re often asked to help people who have recently taken on new responsibilities in customer experience (which is commonly abbreviated as CX). This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. How Do You Build A Customer-Centric Culture?

Customer Connectedness 120

Customer Connectedness Infographics Customer Experience Video 120

Michelli Experience

MARCH 29, 2017

The post {Infographic} Back with an Apology: Rare Rewards of Service Professionalism appeared first on Joseph Michelli.

Infographics 100

Infographics Social Media Employee Engagement Customer Engagement 100

Michelli Experience

APRIL 6, 2017

The post {Infographic} Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy appeared first on Joseph Michelli.

Infographics 100

Infographics Loyalty Net Promoter Score Employee Engagement 100

Beyond Philosophy

DECEMBER 22, 2014

But when it comes to Customer Experience, Cooties are a real thing and they are affecting the decisions that your Customer’s make. So how are cooties affecting your customer experience? The Power of Our Mind to Shape Our Customer Experiences. We all have magical thinking at work in our customer experiences.

Customer Experience 161

Customer Experience Infographics Employee Engagement Customer Centricity 161

Michelli Experience

JUNE 29, 2016

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Infographics 113

Infographics Brands Customer Experience Customers 113

ProProfs Chat

JULY 19, 2019

The importance of customer experience is something that cannot be stated enough. If you make customers unhappy on the internet, they can each tell 6000 friends.”. Read on to learn about the importance of customer experience in retail and tips on how to improve it. The Importance of Customer Experience.

Infographics 93

Infographics Customer Experience Omni-Channel Poor Customer Service 93

InMoment XI

APRIL 13, 2022

Customer experience (CX) metrics are a CX program’s bread and butter. NPS, CSAT , and CES have historically been the main tools every program utilizes to have a systematic way of establishing a voice of customer (VoC) source and leveraging those findings to improve customer experiences. Check out this infographic!

Metrics 195

Metrics NPS Infographics Effort Score 195

Provide Support

JULY 5, 2016

Highly engaged employees make the customer experience. Disengaged employees break it. Are your employees passionate about their jobs and committed to contribute to your company’s goals? In fact, employee disengagement is a bigger problem than most employers realize.

Employee Engagement 48

Employee Engagement Infographics Engagement Study 48

CX Accelerator

MARCH 28, 2018

" Whether or not you've reached zombie apocalypse levels of engagement, all customer service leaders must be intentional to win the hearts and minds of our staff. PLAY - There are many wonderful employee engagement techniques, but one rises above the rest. The best game designs will leverage both in tandem.

Gamification 140

Gamification Contact Center Self Service Employee Engagement 140

Michelli Experience

JULY 6, 2016

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Infographics 113

Infographics Brands Consulting Employee Engagement 113

Win the Customer

DECEMBER 17, 2015

Research from Forrester has found that 80% of companies want to use customer service to differentiate themselves from the competition. So if every organization wants their customer service to be the best it can be, how do those who really stand out from the competition actually do it? What’s the #1 Way to Improve Customer Service?

Infographics 52

Infographics Customer Service Employee Engagement Employee Experience 52

Michelli Experience

MARCH 29, 2016

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Infographics 100

Infographics Customer Experience Customers Employee Engagement 100

Michelli Experience

JANUARY 20, 2016

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Infographics 100

Infographics Social Media Consulting Employee Engagement 100

Michelli Experience

MAY 17, 2016

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Infographics 113

Infographics Engagement How To Employee Engagement 113

Michelli Experience

FEBRUARY 9, 2016

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Infographics 100

Infographics Customers Consulting Employee Engagement 100

Michelli Experience

JANUARY 27, 2016

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Leadership 100

Leadership Infographics Employee Engagement Consulting 100

Michelli Experience

MARCH 15, 2016

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Infographics 100

Infographics Employee Engagement Consulting Customer Experience Design 100