Top of Heart Not Top of Mind? Sparking Delight Across Every Customer Experience
As you probably know, TOMA (Top of Mind Awareness) is a key marketing metric. It is calculated by asking consumers to share which brand comes to mind first for a particular sector or niche (e.g., automotive or coffee). I advocate for an alternative metric which I refer to as TOHE (Top of Heart Engagement). I…
Stop Your Customers From Leaving – 5 Things You Urgently Need to Fix
The late Steve Jobs once said, “ideas are worth nothing unless executed. They are just a multiplier. Execution is worth millions.” Last week, we focused on executing fixes in response to customer complaints. This week let’s talk about driving operational excellence, so customers don’t need to complain – especially in areas that bother them most.…
Stronger Through Adversity | Set Safety Supreme
Thank you for joining me for this series titled Stronger Through Adversity. The book by the same name is based on conversations I’ve had with more than 140 global leaders as they navigate through COVID-19. In Stronger Through Adversity, I wrote, “The more things change, the more they stay the same or so it would seem from…
Better Than Normal | The Empathic New Days
This is the fourth installment in a series titled “Better Than Normal – Designing Transformative Experiences,” which will provide tools to help you position your employee and customer experience for relevance in a COVID-19 and post-COVID-19 world. Before I dive into this week’s post, I’ll take a moment to explain my word choice for the title…
It’s Emotional – Flip the Feeling
This is the fourth installment of the series “It’s Emotional – Creating an Unprecedented Team and Customer Experience.” I have an unusual perspective when it comes to the emotional impact of this pandemic. My view is shaped by working as a licensed clinical psychologist early in my career and helping people deal with anxiety, depression, loneliness,…
Are Customers Getting Smarter than Business Leaders? [Infographic]
I’m a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change. As you look at your business’s ability to understand your customers and their journey with you, I welcome the opportunity to understand you and your needs: particularly, as you…
The Robots are Here and There is Fear
I thought I would conjure up the spirit of the US patriot Paul Revere who (during my school years) was credited as shouting, “The British are coming! The British are coming!” With solid scholarship, it appears Paul Revere likely never shouted those words at all. In fact, the words he did say – apparently something more…
Customer Experience Lessons from Television Advertising’s Biggest Day In America
First, notice the title of this blog! You will see that I didn’t mention the name by which people typically refer to the season-ending major sporting event where commercials play a central role. Therein is my first lesson: Trademarks matter. Virtually every phrase used to describe that event has been trademarked and the equity created around it…
Supercharge Your Business by Letting Go
During the last several months, The Michelli Experience added a new division – Business Supercharged (consulting/coaching services for an exclusive group of entrepreneurs and mid-sized business leaders). Previously, I worked almost entirely with senior leaders in Fortune 500 companies. As I embarked on this new set of products, I spoke with many small and mid-sized…
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