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February 27, 2020 @ 8:05 am

Isn’t It Time for Ecosystem Mapping? | The Changing World of Customer Experience

I’m convinced the pre-Socratic philosopher, Heraclitus happened upon an enduring truth when he said, “you can’t step into the same river twice.” I heard that quote when I was a freshman in college and it was the same year I’d read the classic book by M. Scott Peck titled The Road Less Traveled. In this book, Peck suggested above all else people fear change.

That made me wonder if we also fear that things won’t change. In other words, we get bored when things become stagnant and become overwhelmed when change exceeds our ability to cope.

For me, the world of human experience elevation is a perfect mix of dynamic change.

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February 20, 2020 @ 8:00 am

Are Customers Getting Smarter than Business Leaders? Hard Truths About Customer Experience!

I’m a fan of both business leaders and customers. However, of the two groups, it seems that customers are winning when it comes to embracing change.

While customer expectations are increasing at a lightning pace, the fundamentals of customer experience delivery have remained relatively constant across the past decade.

Smart customers realize that they have the power to choose brands that care about them and exceed their expectations.

Less smart leaders believe that customers make decisions predominantly based on the benefits, attributes, quality, and price of their products.

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February 13, 2020 @ 8:00 am

The Art and Heart of Successful Human Experience Training | A Path Infrequently Traveled

Quite frequently, my team and I are asked to develop customized frontline and leadership training materials in support of an enhanced team member or customer experience. Having reviewed a lot of generic service training materials available in the market today, I find myself cringing when the curriculum proceeds down any number of over-traveled paths like these...

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February 6, 2020 @ 8:00 am

Being Surprisingly Kind | Starting a Movement for Customer Experience and Beyond

We believe kindness is a choice that is demonstrated through action. Rather than practicing “random acts of kindness” we believe kindness must be intentional. We also believe that it is not enough to be kind only when it’s expected. We want to surprise others with kindness!

Finally, we believe stories of surprising kindness serve to inspire others, so we hope you will share stories of leaders, managers, team members, colleagues, friends, family, acquaintances, and even strangers who have been surprisingly kind.

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The Michelli Experience
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