Managing Customer Value
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 …
The greatest growth opportunities are on the edges of the use of our product/services. Or, on the edges of the 5Rs of Growth. We must make a concentrated effort to identify and participate in relevant knowledge flows on the edges of these 5Rs. When we envision tomorrow’s best product or service being used in our Read More …
Dave Brock (Partners in Excellence) is recognized as a thought leader, sales and marketing, new product introductions, and strategic partnering. Dave helps organizations develop and execute high impact strategies and programs in these areas. Not only a leading thinker and strategist, Dave further distinguishes himself by supporting his clients in the implementation and execution of strategies Read More …
If there’s positive buzz AND we offer hope AND an enabling environment AND a sticky solution AND expanded comfort zones AND the right inviter This is the shorthand version of a change effort that Les Robinson depicts in the book, Changeology: How to Enable Groups, Communities, and Societies to Do Things They’ve Never Done Before. In the Read More …
When @addartis on Twitter yesterday posted that the Reflection A3 (CAP-Do) looked a lot like a Lean version of the Six Sigma process of DMAIC (Define -Measure-Analyze-Improve-Control), I had to admit they were eerily similar. I pulled up from my archives or more specifically the eBook, Marketing with A3 (More Info), and rolled out an A3 on 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 …