Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

Success is a Patient, Team Sport – Experiencing Collaboration The Airbnb Way

If you are someone who doesn’t like to wait, writing a book is not for you! This week my book, The Airbnb Way – 5 Leadership Lessons for Igniting Growth through Loyalty, Community and Belonging will be released!
Given that I’ve written nine business books, The Airbnb Way was completed rather swiftly. Several of my prior books took closer to three years from inception to publication! I share all of this to illustrate two points that relate to social trends, collaboration, and project completion.

The Never-ending Journey to Customer Experience Excellence

There are some fairly subtle and under-the-radar changes taking place for a brand about which, I have written two books (The Starbucks Experience and Leading the Starbucks Way). Let’s quickly look at five of them and what each tells us about the adaptive course Starbucks is taking toward continued customer experience excellence.
 

Silos Do More than Hold Grain – They Hold Back Customer Experience Growth

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?

How to make EVERY DAY Customer Experience Day

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.

The Benefits of Examination | How Would You Answer these Customer Experience Questions

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.

How’s your growth mindset? The link between mindset and customer experience

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?

Human Experience in A Technological World

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?

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.

Trusting Your People and Superpowering Your Customer Experience

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

Legendary Brand: What’s Your Story?

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.