Social Media
How to Create Experiences through Personalization, Sharing, and Social Platforms
I am sure it is not news to you that Coca Cola has been facing declining sales numbers for a considerable stretch thanks to consumers who are less inclined to want sugar based carbonated drinks. That trend notwithstanding, Coke’s global presence and marketing strength have allowed it to offset many of the company’s revenue losses…
Forging a Digital Connection of Trust and Relevance
Many business leaders have a love/hate relationship with technology. On the one hand, technological advances offer great business opportunities. On the other hand, the infrastructure costs associated with technology shifts and the rapid pace of technological change pose strategic and operational challenges. Although some business leaders fall in love with technology for technology’s sake leaders…
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…
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…
How to Grow Your Customer Connection Through Technology
In a Time magazine survey, people were forced to choose one item to take to work: their wallet, their lunch, or their mobile device. The result: 66 percent chose their mobile device over their lunch, and 44 percent chose their mobile device over their wallet. In the same study, 68 percent of adults report that…
How to Create Sustainable Customer Excellence: The Power of an Acknowledging Leader
We have talked about the power of being seen, truly seen, as one hallmark of an exemplary customer experience. But to see, listen to, understand, and serve your customers may not be your role day-in and day-out. Perhaps you have a team that more directly interacts with customers or a front-life staff whose job it…
A Case Study for 2014 – Learning from Legendary Leaders
In the spirit of being lifelong learners this new year, and every year for that matter, let me share a new word I learned recently: holacracy. I am assuming you may have see this word buzzing around the Web lately. My connection to the word comes through Tony Hsieh CEO of Zappos. As you know…
Customer Experience Musts – Telling us what they want
Customers have a huge desire to tell us what they want but alas many entrepreneurs and business leaders are more interested in telling or selling than taking the time needed to really hear their customer. Hold on now, am I saying that customers actually know what they want and are willing to tell us? MIT…
How to Create Seasonally Relevant Customer Experiences
For many, the most magical time of the year is fast approaching. One indicator that we are on the cusp of the holidays is the presence of Starbucks’ seasonal red cups. The next several weeks are so often a whirlwind of activity with good intentions to stop and connect…but sometimes few opportunities to actually do…
Customer Experience – Is it Care or Speed?
Recently, I shared a failed service experience I had at a sandwich shop and as a result several people contacted me and offered up what I can best describe as “service horror stories.” Rather than miring us down in those negative interactions, I thought I would simply do a series of quick blogs on what…
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