Thinking Ahead.

So Many Customer Experience Lessons – So Little Time!

I once wrote that to be joyful we must capture the natural occurring humor of reality. Extrapolating the idea of seizing natural occurring opportunities, I’m a fan of gleaning customer experience lessons from news headlines. Here are three quick…

Optimal Customer Journey Road Map [Infographic]

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From Customer Journey Map to an Optimal Customer Journey Road Map

In last week’s blog, I talked about how customer journey mapping has gained widespread acceptance and how to get maximum value out of efforts to depict perceptions of customers across interactions with your brand. I also noted four elements…

Customer Journey Mapping [Infographic]

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Customer Journey Mapping and the Road Beyond

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. When customer experience designers like…

The Role of Humor in Customer Experience

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No Joke! The Role of Humor in Customer Experience

Isn’t it remarkable how things we learn at one point in our life come back to us as welcome gifts later? Early in my career, I wrote a book about helping children develop humor skills ( Humor, Play and Laughter – Stress-proofing life with your kids…

Abundantly Moving Beyond Business Fear {Infographic}

Abundantly Moving Beyond Business Fear

Long ago I embraced an idea that has had a profound positive effect on my business and, in turn, has helped me be more effective in the way I guide customer experience and leadership efforts on behalf my clients. It is a simple distinction found in…

Howard Schultz: A Leader, A Teacher, and An Inspiration {Infographic}

Howard Schultz: A Leader, A Teacher, and An Inspiration

As best I can remember I first met Howard Schultz in 2005 during work with Starbucks that led to the publication of my first of two books about the company, The Starbucks Experience . I was on one of the many maze-like floors at Starbucks world…

The Heart of the Experience Professional {Infographic}

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The Heart of the Experience Professional

[embed]https://youtu.be/5aAntTMO3WI[/embed] One of the core values at our company The Michelli Experience is otherness. Our team knows that otherness is a seldom used word but we like the sound of it and moreover we like the concept behind it. If…

A Loyalty Program Doesn’t Loyalty Make {Infographic}

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Customer Loyalty is Not the Same as Repeat Business

For clients with whom I have helped create loyalty programs, I am quick to make a somewhat unpopular set of distinctions between repeat business and customer loyalty. Given the confusion that abounds between loyalty and repeat business, I thought I…

5 Things You Must Do to Be Customer-Centric [Infographic]

5 Things You Absolutely Must Do To be Customer-Centric

This is the second in a two-part blog series. If you missed my perspective on 5 Things You Should Not Do in the Name of Customer Experience please check that out here. This week we are flipping our conversation to discuss five things you absolutely…

5 Things You Should NOT Do in the Name of Customer Experience [Infographic]

5 Things You Should Not Do in the Name of Customer Experience

I was asked recently to provide a couple (of what a reader called “See Spot Run”) blogs concerning must-have and must not do elements of a successful customer experience business. In case you aren’t familiar with the Spot referenced by the reader,…

Redesigning Process Improvement in the Age of AI & the Customer {Infographic}

As a customer experience designer, the end goal of all process improvement is to do more that will increase customer value and effectiveness. Every process improvement effort should seek to effectively add value to customers. As a customer…