Customer Experience

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?

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.

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.

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?

My momma used to say, “If you can’t say something nice – don’t say anything at all.” That guidance has typically proven to be invaluable.
Today, however, I am going to skate on the edge of mom’s wisdom. I will not name the villains in the story I am about to share, but I also will not keep my less than nice comments to myself. I’m justifying my actions in the name of helping you elevate your customer experience. Here goes…

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.

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

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.

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.

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