Managing Customer Value
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 others. Stacks are a new Read More …
Mercedes has the money. They have the luxury automobile. They can create a customer experience. What about us poor folks? Can we do something similar to Mercedes? – I asked that question of Joe Michelli the author of a new book, Driven to Delight, In the book’s first week, it has become a NY Times best-seller. Read More …
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. The culture not only had Read More …
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 workshop presentations, and bestselling books Read More …
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 average service. Shep: Wow, and Read More …
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 bringing you and your organization Read More …