Using Service Design Internally?

Reason - Service Design

Co-author of Service Design: From Insight to Implementation and Service Design for Business: A Practical Guide to Optimizing the Customer Experience joins me for tomorrows podcast. An excerpt from the podcast:  Joe:   I’m a firm believer and I’ve mentioned that to you before is that the employee experience mimics the customer experience. Continue reading Using Service Design Internally?

User Experience Stack #UX

Kaizen and PDCA

A collection of User Experience Transcriptions that center on technology or the more traditional UX thinking. Part of a collection of Business901 Podcast Transcriptions, called Stacks (see below) through my Issuu channel: User Experience The User Experience Stack includes Jeff Gothelf, Dave Malouf, Steve Portigal, Jeff Kalbach, Russ Unger, and Continue reading User Experience Stack #UX

Mercedes Journey to Customer Centricity

Michelli - Driven to Delight

Joseph Michelli is my guest this  week and as always, Joe made the podcast…well, a Michelli Experience. We discussed his new book, Driven to Delight, which I recommend. When you reflect for a moment on how a product-centric Mercedes-Benz transformed into a customer-centric organization, well it is very difficult to even imagine. Continue reading Mercedes Journey to Customer Centricity

Mercedes-Benz becoming Customer Centric

Michelli - Mercedes Benz

Leaders often look for a partner to help them educate and inspire their people to deliver memorable and profitable customer experiences. At The Michelli Experience, we help front-line employees, managers, and senior leaders deliver relevant and engaging service experiences. To that end, we provide short-term and extended consulting services, keynote and Continue reading Mercedes-Benz becoming Customer Centric

Are my Service Expectations to high?

I question Shep Hyken in a recent podcast, Hyken on Customer Service, about my own expectations of service. Related Podcast and Transcription: Amazing Customer Service Excerpt from Podcast:  Joe: It all sounds good, but I still pick up the phone and feel like 50% of the time I receive less than Continue reading Are my Service Expectations to high?

Hyken on Customer Service

Shep Hyken is a customer service expert, professional speaker and bestselling author who works with companies and organizations who want to build loyal relationships with their customers and employees and this week’s Business901 Podcast guest. I encourage you to take a look at the Shepard Virtual web-based training solution that focuses on Continue reading Hyken on Customer Service