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 simply need an outside party with expertise in driving customer engagement and creating relevant and unique customer experiences to evaluate their existing service offerings and provide 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 provide "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 in a manner consistent with customer input.
LEADERSHIP/BUSINESS DEVELOPMENT COACHING
Joseph 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-to-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 with a plan to achieve 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 will help make 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 to chart a course for world-class customer experiences, create a sustainable service culture, and/or increase 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 from the company's outside brand firm. The company's values had not been particularly well defined; in fact, the words for its existing values had been selected from an on-line 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 the values into the culture of franchisees and for on-boarding 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.
A wealth management division of one of Canada's largest banks had customer data that showed one of every three of their existing clients rated them as "excellent." Their internal research also suggested that client determinations of excellence 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 across all locations in Canada. The session was structured to provide 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. A formal tool kit and action plan was incorporated into the participants' performance goals.
One year after the implementation of 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 journey
- Creation of client experience training tools for employees
- Strategies for increasing employee engagement
- Metrics and processes of measurement to capture and utilize 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 flagship hospital's service culture and standards were present across all facilities with the new brand logo affixed.
The organization was looking for 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 the creation of a set of service behaviors that were consistent with the healthcare system's brand essence. Subsequently, leaders have incorporated the service template into 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 had been a dominant player in its food category but had also experienced stagnation in franchise growth. The owner of the franchise company sought to reclaim brand identity, drive operational consistency, drive customer loyalty, and 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. Based on the results of the retreat, the franchise company contracted for a two-year scope of work where we provided deliverables that included:
• A comprehensive baseline assessment of the guest experience 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.