Archive for August 2019

Customer segments or customer need states? The answer is … both!

It’s an important distinction in which I work with my clients to understand and leverage. It is the difference between creating experiences based on customer segmentation versus customer need states.

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In this week's episode, Dr. Michelli discusses five steps needed for you to craft trust-building service recovery for your customers.

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In this week's episode, Dr. Michelli discusses how legendary brands consistently deliver elevated human experiences to all stakeholders and share compelling brand stories that become part of the company’s mystique or lore.

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In this week's episode, Dr. Michelli discusses customer experience advancements in Singapore and ways to add value by improving service relationships via a blend of people and technology.

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In this week's episode, Dr. Michelli discusses how to use customer journey maps as a way to envision the optimal future customer experience.

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