Customer Loyalty

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.

In this week's episode, Dr. Michelli discusses four key elements needed to succeed irrespective of business size.

In this week's episode, Dr. Michelli discusses truths that emerged from time spent at an informal settlement in South Africa.

In this week's episode, Dr. Michelli discusses lessons learned while on a photo safari in the South African bush.

In this week's episode, Dr. Michelli discusses how we can remain passionate about our views while extending compassion to those who share them and those that do not.