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November 14, 2019 @ 8:00 am

Catching What’s Right | The Art of Service Storytelling

From my perspective, when it comes to customer experience excellence, what gets rewarded gets done and what gets talked about also gets done. After 25 years of consulting in what used to be called customer service and now is called customer experience, I have seen the power of well-designed customer experience reward and recognition programs as well as the effectiveness of leaders who tell stories of optimal customer experience delivery.

My favorite example of leadership storytelling involves David Feinberg, M.D. and the way he used stories to (in David’s words) “lead a revolution to put care back into healthcare.”

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November 7, 2019 @ 8:00 am

Convenience over Privacy? Paying Attention to Consumer Trends

Let me give you a sense of how far customers are willing to be tracked in the name of personalization and convenience. Granted, my example comes from Sweden, but I sense it is a harbinger of things to come on a global basis.

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October 31, 2019 @ 8:00 am

Inspiring Growth: Not Demanding It!

I am convinced that most people want to make the lives of those they serve better. When they fall short, those individuals often need help to develop a specific skill or the confidence to believe they will find better options if they persist. Customer experience excellence is a core competency, not an instantly attainable destination. Great leaders help develop that competency in their team members by navigating the nuances and complexities of human experience delivery.

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October 24, 2019 @ 8:00 am

Customer Experience Excellence Requires Shared Communication Platforms

Smartsheet (a solution provider that helps organizations streamline information sharing both internally and externally) announced their Achieve as One Alliance and I'm honored to be a founding member of that alliance along with others like Keith Grossman, President of TIME, and Nick Sinai, former US Deputy CTO and Adjunct Faculty Member at the Harvard Kennedy School.

The alliance’s charter is “to explore how organizations can bridge the gap between people and technology to drive greater organizational effectiveness and achievement.” In keeping with that objective, Smartsheet recently asked Engine Research to look at the relationship between communication flow, organizational effectiveness, and customer impact. Here are a few findings from that study...

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October 17, 2019 @ 9:41 am

Success is a Patient, Team Sport – Experiencing Collaboration The Airbnb Way

If you are someone who doesn’t like to wait, writing a book is not for you! This week my book, The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community and Belonging will be released!

Given that I’ve written nine business books, The Airbnb Way was completed rather swiftly. Several of my prior books took closer to three years from inception to publication! I share all of this to illustrate two points that relate to social trends, collaboration, and project completion.

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October 10, 2019 @ 8:30 am

The Never-ending Journey to Customer Experience Excellence

There are some fairly subtle and under-the-radar changes taking place for a brand about which, I have written two books (The Starbucks Experience and Leading the Starbucks Way). Let’s quickly look at five of them and what each tells us about the adaptive course Starbucks is taking toward continued customer experience excellence.

 

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October 3, 2019 @ 8:00 am

Silos Do More than Hold Grain – They Hold Back Customer Experience Growth

I am convinced that NO leader sets out to create a siloed organization; however, organizational silos are highly present, naturally occurring, and self-perpetuating.

I recently wrote an article for Forbes, which outlines key factors that collaborative teams should consider when they seek to innovate and drive customer value. Leveraging Airbnb as an example, I highlight convenience, personalization, and personal care as prime targets.

What efforts have you taken to breakdown silos in your organization? What's your approach to creating collaborative innovation directed toward customer convenience, personalization, and personal care?

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September 26, 2019 @ 9:07 am

How to make EVERY DAY Customer Experience Day

October 1st is Customer Experience (CX) Day!

Quite frankly, I think every day should be CX day – meaning that each day we should strive to deliver the best possible experience for our internal (team members) and our external (paying) customers.

I’d love to talk with you about how you can make EVERY DAY CX DAY – simply reach out to me here.

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September 19, 2019 @ 10:40 am

The Benefits of Examination | How Would You Answer these Customer Experience Questions

I am on a media tour in the pre-launch phase of my new book The Airbnb Way(you can get a special pre-order offer on that book by using the code THANKS here). During this process, I’ve collected some of my favorite questions being asked by bloggers, podcasters, and journalists. I’ll share a couple of those queries here since they relate to customer experience enhancement.

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September 12, 2019 @ 8:00 am

How’s your growth mindset? The link between mindset and customer experience

Ample studies have shown that business leaders frequently overestimate the quality of experiences they provide their customers when compared to the actual perception of those customers. As for growth mindset, if you become content in the belief you have one, you are likely on the way to losing it. How's your growth mindset?

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