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January 30, 2020 @ 8:00 am

Everything Matters When It Comes to First Impressions | Mastering Your Customer’s Arrival Experience

Given limited resources, I spend a lot of time helping my clients look for ways to deliver excellence at the highest value moments across the journey of their core customer segments.

While each customer group will differ on the moments-that-matter most to them, certain customer interaction points play a fairly universal role when it comes to customer engagement or customer churn.

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January 23, 2020 @ 8:00 am

Leveraging Trends to Drive Business Success through Customer Experience

Let’s look at some data reported by Adobe and Econsultancy in a report titled Experience Index 2020 Digital Trends. That study reflects the input of more than 13,000 marketers, IT professionals, and creatives from across the globe.

Let’s take a look at a couple of these findings and what they can mean for your business.

 

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January 16, 2020 @ 10:53 am

2020 and Beyond | How to Deliver Memorable Customer Experiences in a World Without Walls

You probably know I’m a fan of customer experience research conducted by PwC. For example, in my recent book The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community, and Belonging, PwC kindly gave me permission to use their global research on consumer expectations for human care and technology deployment.

Today, I’ll share some of PwC’s findings from their 2020 Retail Marketplacestudy, which has broad implications beyond the retail sector. In that research, PwC identifies a number of key drivers affecting customer expectations today...

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January 9, 2020 @ 8:00 am

Looking Back, Letting Go, and Moving Forward

I am increasingly convinced that the proliferation of choice (for consumers and business leaders) makes prioritization one of the most important elements of personal and business success.

Many of us will begin 2020 with a long list of new strategic priorities. We’ll identify six, seven, or more new projects to add to business objectives that carried over from 2019. All these new initiatives may be relevant to future success, but few will likely garner widespread buy-in and effective execution.

From my vantage point, the art of business success is to identify key business objectives and execute against them flawlessly. All too often, companies drift in what I call shiny ball syndrome...

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January 2, 2020 @ 8:00 am

Imagine it is 2025 – How’s Your Customer Experience?

What will customers expect and encounter when they interact with you and your business in 2025?

I know that the question is asking about a distant horizon line, but it wasn’t long ago that 2020 seemed like it was forever far away.

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The Michelli Experience
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