Your business needs are specific and unique to you. To achieve your objectives, someone must first listen to understand your challenges and craft targeted, cost-effective solutions that will help you achieve your objectives. Just as your staff and customers require customized and personalized options to address their needs, so too should your consultant help you execute strategies to assure you realize your goals.
Often, leaders and business owners need an outside party with expertise in driving customer engagement, creating relevant and unique customer experiences to evaluate their existing service offerings, and providing actionable guidance. Frequently, The Michelli Experience can jumpstart measurable customer experience improvements in as little as a half or full day.
The Michelli Experience offers extended guidance and support to a select group of clients who possess a true commitment to providing world-class customer experiences. Dr. Michelli and his team can provide strategic planning, the assessment of customer needs and loyalty drivers, streamlining customer-focused business processes, and guiding innovation consistent with customer input.
LEADERSHIP/BUSINESS DEVELOPMENT COACHING
Dr. Michelli offers an exclusive opportunity to a limited number of individuals seeking his guidance in areas of leadership, value creation, marketing, and branded customer experience delivery. These one-on-one sessions are tailored to the goals and desired outcomes of participants.
To accommodate organizations and businesses who might not be able to have Joseph present in person, he offers customized content through digital platforms.
Schedule a free 15-minute consultation with a member of The Michelli Experience team to assess how we can best serve you.
This fully customized, intensive full or half-day suite of services starts with a planning meeting with leaders and owners. From that meeting, Dr. Michelli helps you plan your actionable customer service objectives. While each situation is different, Dr. Michelli typically either visits your workplace to assess your overall service culture and existing experiential opportunities or facilitates strategic and tactical workshops with leadership teams. Usually, leaders seek help from Dr. Michelli in one of four areas.
COMMON AREAS OF FOCUS FOR SHORT-TERM CONSULTING:
- Creation of a unique service value proposition that aligns staff around a common and consistent customer experience objective - your "Way We Serve Statement™"
- Creation or revision of your mission, vision, and values to drive a credible, relevant, unique and durable branded customer experience
- An on-site diagnostic with recommendations for immediate, mid-range and long-term interventions to improve the client journey, strengthen interdepartmental linkage across the journey and/or drive consistency of the experience. Additionally, Dr. Michelli makes recommendations maximizing operational execution and elevating emotional engagement with staff and customers, as well as effectively measuring the voice of the customer
- Strategic planning sessions for charting a course for world-class customer experiences, creating a sustainable service culture, and/or increasing the engagement of staff and customers
Examples of Dr. Michelli's Sessions
QUICK SERVICE RESTAURANT:
A small Colorado-based restaurant chain was on the cusp of franchising its stores. Leaders were concerned that brand extension through franchising could produce a diluted service experience unless the brand's service culture was well defined.
Dr. Michelli facilitated a one-day retreat with the company's senior leaders and representatives. The company's values were not well-defined; in fact, the words for its existing values had been selected from an online search to satisfy a lender. The day-long retreat produced a set of brand guardrails and durable values. Additionally, Dr. Michelli helped leaders develop a communication strategy for embedding these values into the franchisees' culture and onboarding new hires.
The client received sizable investment capital from a private equity firm that specializes in middle market businesses with revenue between $10 million and $50 million. The newly-formed franchise company opened approximately 10 locations in its first year.
According to customer data from one of Canada's largest banks, one of every three of their existing clients rated the business as "excellent." The wealth management division's research suggested that favorable client reviews were strongly linked to perceptions of their overall service experience. Clients who viewed the brand as "excellent" (as opposed to "very good") had more assets under management, were easier to retain, and provided more new client referrals. As such, leadership targeted a multi-year goal of having two-of-three clients rate them as excellent - targeting a 33% increase in top box ratings over a five-year period.
Dr. Michelli facilitated a one-day working session with 120 branch managers from various locations in Canada. The session provided an overview of cutting-edge strategies for securing the emotional engagement, loyalty, and advocacy of clients. During the meeting, participants identified high net-worth clients, examined what was known about the occupational, recreational, and family-based interests of those clients, and crafted plans for securing more actionable information. The session also included a formal tool kit and an action plan to help achieve the participants' performance goals.
One year after implementing the client information and personal contact strategy presented at the work session, the wealth management division experienced a 17% improvement in "excellent" ratings with attendant desired and projected increases in assets under management, client loyalty, and client referrals.
As a result of Dr. Michelli's high-profile work with top-flight customer experience companies, he is often approached to participate in extensive and long-term customer experience projects. Due to the time-intensive nature of this work, Dr. Michelli evaluates each opportunity and selects an occasional project based on his ability to be effective and based on the authentic passion for service demonstrated by the requesting business' leadership. In these special situations, Joseph's solution is personalized to the needs of those leaders.
COMMON AREAS OF FOCUS FOR TRANSFORMATIONAL PARTNERING:
- Design or elevation of the customer experience across the client's journey
- Creation of client experience training tools for employees
- Strategies for increasing employee engagement
- Metrics and processes for measuring and utilizing the voice of the client
- Creation of business-to-business, value-added service products to increase the success of the company's clients
Examples of Dr. Michelli's Services
A well-regarded hospital in Southern California received guidance from its board of directors to become a full-service regional healthcare system. This transformation involved purchasing other hospitals, expanding outpatient services, and repositioning the brand beyond its single hospital offerings. The system's administrators saw an opportunity to assure the hospital's service culture and standards were present across all facilities with the new brand logo affixed.
The organization needed a partner to develop a service template that could guide all interactions with patients and their family members. Dr. Michelli and members of our team reviewed patient, staff, and physician data, including satisfaction/engagement metrics, loyalty drivers, brand perceptions, and existing secret shopper information. Additionally, The Michelli Experience conducted a series of on-site focus groups involving service providers at all levels. This data collection culminated in formal recommendations for a service template that was warmly approved by the hospital's executive committee. Further, Dr. Michelli introduced these healthcare officials to senior leaders at UCLA Health System who had implemented a similar service template.
Our team helped the client merge its service legacy with lasting and relevant aspects of its growing brand presentation. We also guided system leaders in creating a set of service behaviors that were consistent with the healthcare system's brand essence. Subsequently, leaders incorporated the service template into the selection, on-boarding, performance review, and contracts with service delivery professionals, and incorporated it into patient feedback across all system facilities.
CASUAL DINING RESTAURANT:
A restaurant franchise chain with over 130 operating units was a dominant player in its food category but had experienced stagnation in franchise growth. The owner of the franchise company sought to reclaim brand identity, drive operational consistency, and customer loyalty. Furthermore, he needed to build the brand infrastructure to assure an aligned and relevant experience that would help the brand attract a broader set of customer demographics and franchisees.
The franchisor hired Dr. Michelli to do a one-day, facilitated retreat. Over two years, we provided deliverables that included:
• A comprehensive baseline assessment of guest experiences across all franchisee locations
• Tools to assist franchisees in their selection, training, and delivery of a branded customer experience
• The creation of an e-learning training platform for culture, service, and operational content
• Finalization, enculturation, and on-boarding of franchisee-accepted values and a branded "Way We Serve Statement™"
• Improved consistency and efficacy of customer listening
Results include best-practice and service standards shared across the brand landscape, significant buy-in from franchisees on a finalized "Way We Serve Statement™," development of culture training tools, a partnership with a restaurant e-learning solution provider, and increased use of a web-based customer feedback tool.