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Michel Hogan

Brand Counsel

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You are here: Home / Archives for Customer Experience

Customer Experience

In a game of experience happenstance, you lose.

Brand, Communications, Customer Experience, Employee experience, Promises, Subscriber Articles · October 14, 2021

Experience without expectations is unthinkable — literally. What I believe will happen plays a prominent part in how I feel about what does …

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I am not on a journey

Customer Experience, Employee experience, Marketing, Promises · May 24, 2021

These days, it feels like every damn thing I do is called a journey.  I'm not buying a drill. I'm on a home improvement journey. I don't …

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Do you actually follow through on the ‘satisfaction guarantee’ on the front desk?

Customer Experience, Promises · September 2, 2020

The sign on the counter said: ”If you’re not satisfied with your stay, let us know and we’ll make it right.” I’m sure plenty of similar …

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Five signs your company values might be bullshit

Brand, Culture, Customer Experience, Operations, Promises, Values · September 2, 2020

The combination of hubris and aspiration, liberally sprinkled with puffery make many value sets mosh pits of self-delusion. So there’s …

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When communication fails, peoples’ experience is the casualty

Communications, Customer Experience, Promises · March 19, 2019

A friend Sue (not her real name) lives in a rental house that’s up for sale — in our overheated real estate market, it’s a common story. The …

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The myth of wow

Brand, Customer Experience, Promises · March 2, 2019

By Michel Hogan It started with a conversation: Me: “You don’t need to exceed expectations, just do what you say.” Them: “So, …

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The Employee and Customer Experience Loop

Brand, Customer Experience, Org Identity · May 15, 2017

By Michel Hogan The experience employees have becomes the experience customers have, which circles back around to employees in a loop. It …

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Late Autumn colour. So pretty. #autumnleaves Late Autumn colour. So pretty. #autumnleaves
misty magical forest misty magical forest
Early start. #weekend #roadtrip Early start. #weekend #roadtrip
Mood #ngv #artwander Mood #ngv #artwander
Love spending time with Rothko. Always see somethi Love spending time with Rothko. Always see something new… #ngv #artwander #reset
About as close to a selfie as l get 🙃 #ngv wand About as close to a selfie as l get 🙃 #ngv wander #oldmirror
Wintery sky and sea to match. #beachinanyweather # Wintery sky and sea to match. #beachinanyweather #love3305
Just because flowers. Live the soft tones and dece Just because flowers. Live the soft tones and deceptively hardy blooms. #flowers #crysanthemum
Beach ramble reflections, washed up coral and low Beach ramble reflections, washed up coral and low tide rocks. Love the different moods a beach evokes. #beachwalk #torquay #whitesbeach
Whenever l hit the road, l always wonder at the sc Whenever l hit the road, l always wonder at the scale and expanse of land unfolding.
Sunrise action at Bringalbert Lake this morning. W Sunrise action at Bringalbert Lake this morning. Worth the early start! #eastertrippin #sunrisesky #sunrise
Afternoon de-light through the trees. #eastertripp Afternoon de-light through the trees. #eastertrippin #camping #middleofnowhere
harvest moon. Happy Easter. #bringalbertlake (no l harvest moon. Happy Easter. #bringalbertlake (no lake but lovely and away from the hordes)
Jetty Southend SA cool and misty #eastertrippin Jetty Southend SA cool and misty #eastertrippin
last light sunset Southend SA #eastertrippin last light sunset Southend SA  #eastertrippin
Beach for days and maybe a fish… #discoverybay # Beach for days and maybe a fish… #discoverybay #nelson #eastertrippin
artful drifts of bobble seaweed, air soft with ear artful drifts of bobble seaweed, air soft with early light. #happyplace #beachwalk #morningbeach #visitportlandvic
Misty streaky golden morning rays dancing over the Misty streaky golden morning rays dancing over the water at Bridgewater Beach. #visitportlandvic #morningrays
Dreamy gum tree vibe. Gorgeous soft eucalyptus gre Dreamy gum tree vibe. Gorgeous soft eucalyptus green and pale honey bark. Timeless combo. Endlessly restful. #eucalyptus #gumtree #naturecolours
Cactus flower time again. A glorious brief burst - Cactus flower time again. A glorious brief burst - then gone. #cactusflower
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