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November 28, 2019 @ 8:00 am

Create a Hostile Environment for the Ungrateful

I often consult with leaders who are trying to develop human-centric cultures. In the context of that work, I have shared my view that it's essential to make it easy for compassionate and caring people to stay with your business and also to make it easy for ungrateful and scarcity-minded people to find employment elsewhere. Unfortunately, I have seen many examples where talented and positive people churn because the culture does not suit them. Wouldn’t it be great if your company was actually too optimistic and positive such that it drove the miserable away?

In this Thanksgiving week (where we formally take pause to give thanks), I thought it would be worthwhile to remind ourselves of the importance of driving a year-round culture of optimism and gratitude.

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November 21, 2019 @ 8:00 am

The Formula for Experience Success: Artificial + Human Intelligence

Wherever you get your news, you are likely to read or hear something about the role sales-enhancing technology will play this holiday season. There's much at stake for this year’s retailers with spending projected to break a record and possibly top the 1 trillion-dollar mark.

Whether it's the way Target will be using augmented reality to help families visualize the Christmas trees they will be choosing for their homes, how Walmart will be enabling shoppers to scan the toy catalog using their mobile devices to rapidly locate items, or Best Buy’s use of push messaging to give shoppers real-time discount alerts – technology will be a shopping enabler this holiday season.

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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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The Michelli Experience
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