iQor’s Post

Ep. 81 of the Digitally Irresistible Podcast features bestselling CX Author and Founder and CEO of The Michelli Experience, Dr. Joseph Michelli, Ph.D. 🎙️ Early in life, Joseph was instilled with the idea that personal enrichment lies in making a difference for others. This driving force fueled his pursuit of a Doctorate in Clinical Psychology and helped forge his success as a CX professional. Joseph established The Michelli Experience as a full-service human experience company helping business leaders attract and engage customers through leadership and management consulting, customer journey mapping, and more. Joseph's most recent book is "Stronger Through Adversity: World Class Leaders Share Pandemic-Tested Lessons on Thriving During the Toughest Challenges." His methods emphasize providing a customized approach for brands to boost positive customer engagement, resulting in delighted customers and driving brand success. 📚 Tap the link below to discover how Joseph leverages his LEAD framework to add irresistible value to the customer journey through an optimized combination of empathetic human interactions and efficient digital strategies. 👇 https://lnkd.in/eSQuPRmr #TheMichelliExperience #CX #CustomerEngagement #DigitallyIrresistible #SmileWithiQor

Adrian Swinscoe writes an insightful article emphasizing the significance of comprehending the customer journey rather than professing expertise in others’ experiences. This perspective aligns with my own approach, as I too prioritize customer sentiment. When I ask, “how do you show up?”, I’m emphasizing the value of social listening, understanding the customer journey, and managing a business’s reputation in response to the customer’s voice. These elements, I believe, are crucial in any business strategy.

• Shep Hyken's latest article explores why it is important to challenge what some put forward as customer experience fact. #cx #customerexperience #sales #success

Difference Between Customer Experience Perception and Reality: "This is an important topic that every CEO, business owner, leader, manager, and supervisor must understand. When it comes to customer service and customer experience (CX), there is a difference between perception and reality. First, how we think our customers perceive our customer service and CX is often not the reality. It’s just our perception. Reality isn’t what we think or believe. It’s what our customers say. Often, there is a big difference between our perception and the reality of our customers’ experiences. Some may be saying, “Shep, you’ve covered this before.” Yes, however, it is worth covering again, especially since my friend Steven Van Belleghem released his excellent book, 'A Diamond In the Rough', where he quotes a Bain & Company survey finding that “80% of CEOs think their company is customer-centric, but only 8% of customers agree.” One of my LinkedIn followers, Rajat Chawla, read my Forbes article about Van Belleghem’s book and asked, “What’s your best advice to bridge the gap?” As I always promise, if you reach out to me on any social channel and ask a question, I’ll answer it there or in my newsletter, videos, podcast, or on my TV show, Be Amazing or Go Home. So, here’s my answer:" Continue reading • Shep Hyken's latest guest post for Human-Centered Change & Innovation here: https://lnkd.in/gJrUkZt2 #customerexperience #psychology #marketing #leadership

This episode of the EmpoweredCX Podcast with Mark Slatin, CCXP & Sandra Thompson discussing Improving CX with Emotional Intelligence is gamechanging for leaders and businesses - a must listen. #leadershipdevelopment #customerexperiencemanagement

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. Organizations that prioritize customer experience outperform their competitors and enjoy higher customer loyalty, increased revenue, and improved brand reputation. However, achieving these outcomes requires more than just collecting customer feedback and making reactive changes. It demands proactive leadership that understands the importance of customer experience as a strategic imperative. Proactive customer experience leadership involves intentional strategy, clear communication, employee empowerment, and a commitment to continuous improvement. Organizations can nurture a customer-centric culture by focusing on these ideals and achieving desired business outcomes. The different aspects include: ⭐ Intentional Strategy ⭐ Clear Communication ⭐ Employee Empowerment ⭐ Commitment to Continuous Improvement Be intentional with a proactive approach, and you can create a customer-centric culture that drives sustainable growth and success. You can learn more on this topic at the Experience Investigators Learning Center: https://lnkd.in/g4Jwwacr 🔸 🔸 🔸 🔸 🔸 🎯 Create Fewer Ruined Days For Your Customers™ Ring my 🔔 for notifications ❓ I'd love to hear from you! Ask about customer experience, employee experience, leadership, teamwork... I may answer your question on my Experience Action Podcast. https://lnkd.in/g8dskmeW 🧭 Take the FREE 3-minute CXI® Compass Assessment to point you in the right direction and provide you with expert recommendations on the best areas to focus your CX efforts for real results. https://lnkd.in/gFGdi4Zb ➡️ Find resources like my newest LinkedIn Learning Course, "CX Foundations," the sign-up form for my Weekly Win Newsletter, and more at https://lnkd.in/g4zsiGqe #CX #CustomerExperience

Check out this meeting of #CX minds! We loved listening to this awesome episode 😊

🚀 New epi day for The Juice! And this week Michael Bair of FIGS joins me to deep dive into the world of customer experience (CX) and the evolving landscape of chatbots. 🎙️ In Episode 21, we unpacked the incredible journey from early chatbots on Razor phones and Blackberries to the present-day reliance on customer support technologies. We also took a trip down memory lane, sharing stories from our careers spanning from call centers to executive leadership roles. Here are some key takeaways: 🔹 People-Driven Success: The CX world often exists at the intersection of technology and human empathy. Both Michael and I emphasized the importance of hiring passionate individuals and allowing them to grow beyond us. Witnessing former team members excel is one of the most rewarding aspects of leadership. 🔹Data-Driven Decision Making: We stressed the importance of leveraging accurate data to inform CX strategies. Evaluating customer interactions, repeat purchase rates, and lifetime value (LTV) provides crucial insights that can shape and refine brand experiences. 🔹Elevating CX to Strategic Importance: We passionately advocate for giving CX a seat at the executive table. Companies need leadership that values customer feedback and integrates those insights into the strategic vision, ultimately enhancing overall brand value and customer satisfaction. Whether you’re navigating the challenges of setting up efficient chatbots or aiming to elevate your CX game to an executive level, this episode is packed with insights and real-world experiences. Tune in to get "The Juice" on all things customer journey and brand experience! 🔗 Catch the full episode link in the comments! Feel free to share your thoughts on the episode and let’s keep the conversation going about the future of CX! 💬 #CustomerExperience #CX #Leadership #DataDriven #CustomerJourney #TheJuiceWithJess

I'm sharing my 5-Step Framework to Protect Quality and Experience. Listen now to protect your customer experience. https://lnkd.in/eSXPzvUs #Framework #Quality #5StepsToQuality #TonyTips #CXpert #CustomerExperience #CX #TopPodcast #CustomerServiceAcademy #CustomerService #Marketing

More and more companies are defunding their CX teams and programs. How can you practice resilience? Join Karl Sharicz (CX-PRO, EdM) and me as we tackle this and the other real challenges facing customer and employee experience. Register today! We will see you Tuesday, May 21 at 11am CST! #CX #ContactCenter #CustomerExperience #EmployeeExperience #transformation #questionpro