Thinking Ahead.

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}

Save Save Save Save Save Save Save Save

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…

The Age of AI & the Customer

[embed]https://youtu.be/Z-n676ZqfyA[/embed] Redesigning Process Improvement in the Age of AI & the Customer Long ago you could win in business if you had standardized processes and your competition did not . In essence, if you standardized your…

Social Media Influencer Strategy {Infographic}

Social Media Influencers and Your Customer Experience

Once upon a time, brands purchased advertisements which effectively influenced prospective buyers. In those days, consumers were at the mercy of advertising claims made across traditional outlets (e.g., network television, radio, newspapers, and…

Starbucks Stores Closing for Training | Infographic

Starbucks Store Closings for Training: Déjà vu and You

As I was writing my blog last week, the news was shifting quickly on the Starbucks debacle in Philadelphia. In fact, when I put the finishing touches on that post, Starbucks CEO Kevin Johnson had simply issued an apology and made a promise do a…

The Starbucks Experience Infographic | Challenges and Opportunities in Philadelphia

Save Save Save Save

The Starbucks Experience | Challenges and Opportunities in Philadelphia

As you might expect from someone who has worked with and written a couple of books about Starbucks ( The Starbucks Experience and Leading the Starbucks Way) , I have had my share of media asking me to opine on what happened in that Philadelphia…

Email Etiquette {Infographic}

Take Service Communication to the Next Level

What happened to service standards and communication etiquette? At the risk of sounding like my father (as he extolled the virtues of the good old days), I am mystified by the rapid deterioration of responsive communication and service urgency. I…

Transparency and Safety Should Be Built Into Your Value Proposition | Infographic

Save Save Save Save

Value Proposition & Customer-centricity | Explore & Commit

Unless you have gone well beyond the “delete Facebook” movement and literally given up the Internet altogether (which would mean I am writing this to myself), you’ve certainly had a front row seat to the Facebook vs. Apple verbal slugfest. Tim Cook…

The Future of Customer Experience Delivery | Infographic