Client Experience Consulting

Things to Consider About Customer Experience Going Into 2016 {Infographic}

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Awaken the Force: Six Powerful Commitments for 2016

As December comes to a close, many of us will do a “year in review” (and if we don’t, Facebook will do it for us).  A lot of us will also think about how we can succeed in the year to come. I have long stopped doing “New Year’s resolutions” since I’ve repeatedly lost and gained back the same 10 pounds I…

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Awaken the Force: Six Powerful Commitments for 2016 {Infographic}

View Post about Awaken the Force: Six Powerful Commitments for 2016 {Infographic}

So You Want to Deliver Outstanding Customer Experiences…{Infographic} | Driven to Delight

View Post about So You Want to Deliver Outstanding Customer Experiences…{Infographic} | Driven to Delight

The Cost of Serving Well

It was such a thought-provoking question.  In an interview this week, I was asked, “how much does it cost a business owner to deliver memorable service?”  Earlier in the day, I had read about a police officer in Connecticut, Michael Castillo, who was on a call to break-up a fight at a Target store.  After…

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A Lesson Your Business Could Learn from the Ray Rice Video

I will leave it for others to opine about Ray Rice, his wife, and the NFL. But as a customer experience consultant there are two important business lessons to take from this horrific situation. Assume every customer interaction is being videotaped and appreciate the power of viral video. When I was a kid my dad…

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Pregnancy to Birth in 6 seconds – Customer Experience and the Short Attention Span

Ian Padgham one of the creative geniuses at Origiful may be the only person who has shrunk an entire pregnancy and delivery to 6 seconds.  If you haven’t seen it already, check it out Ok so his wife, Claire, actually went through a normal birth and delivery but the rest of us (and literally that…

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Rewarding Complaints – Interview with Gautam Mahtani

Please enjoy this final installment of my interview with Gautam Mahtani, Co-Founder and Managing Partner of Customer Feedback Systems. Joseph: Gautam if someone wants to bring you into their organization to assess their strategies for actionable voice of the customer intelligence how would they get in contact with you? What are the phases of that…

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Customer Feedback Loop – Interview with Gautam Mahtani

Welcome to the second of three installments of my interview with Gautam Mahtani Co-Founder and Managing Partner of Customer Feedback Systems. Joseph: Gautam what is the best practice model you identified for creating a high velocity customer feedback loop? Gautam: The first step is to make solicitation of customer feedback quick and easy and deploy…

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Assessing the Voice of the Customer – Interview with Gautam Mahtani

Today on the blog, I feature the first part of an interview with Gautam Mahtani, Loyalty Strategist and Co-founder of Customer Feedback Systems…. Joseph: Welcome to the Michelli Experience Blog. I’m honored to have as a guest with me Gautam Mahtani who has mastery as it relates to assessing the voice of the customer. Increasingly…

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