Myra Golden

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. Designate time to play virtual games to build teamwork and morale.

Training 105

Training Customer Service Contact Center How To 105

Myra Golden

APRIL 23, 2020

If you don’t have a LinkedIn Learning subscription, it’s super easy to get started training your team with my 7-course customer service boot camp. Empathy for Customer Service Professionals. Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport.

Customer Service 101

Customer Service Course Policies Retail 101

ShepHyken

NOVEMBER 11, 2022

He shares how companies can use QR codes to improve customer service and experience. For instance, QR codes can effectively be implemented in customer service. In this blog post, we will look at some of the most creative ways companies employ QR codes to help customers and provide a matchless customer experience.

Customer Service 65

Customer Service Hotels Social Media Hospitality 65

CX Journey

NOVEMBER 24, 2015

Think about the last time you called a company's customer service number. Did you feel like you connected with the rep who answered the phone? I know how painful it can be to call customer service. The following outlines four things that companies need to remember as they design the customer service experience.

Customer Service 80

Customer Service Call Center Case Study Customers 80

BlueOcean

MARCH 13, 2023

The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? We’ve long been proponents of making transactional customer service low effort, for both customer and contact center. Can AI Handle Complex Customer Care? So let’s get into it.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Michelli Experience

DECEMBER 13, 2017

But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today. Customers find comfort in “the familiar.”. Old school service fits with the burgeoning artisanal movement happening now. In fact, I suggested….

Social Media 113

Social Media Customer Service Consulting Study 113

Kayako

JANUARY 17, 2018

These interactions make up part of the customer experience, but not all of it. Customer experience encompasses the entire end-to-end journey a customer takes. That involves a whole lot more than just your customer service or support team. Connect sales quotas with concrete customer experience goals.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

Michelli Experience

DECEMBER 13, 2017

But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today. Customers find comfort in “the familiar.”. Old school service fits with the burgeoning artisanal movement happening now. In fact, I suggested….

Social Media 100

Social Media Customer Service Consulting Study 100

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Give the service agent the floor.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Michelli Experience

MARCH 25, 2016

If a video can’t entertain, then why can’t it inform simultaneously—specifically in the realm of customer service? Videos are very efficient in dispensing valuable information that would help the customer base enjoy and possibly encourage more transactions. So why not publish a video that addresses their needs?

Video 100

Video Entertainment Customer Service Social Media 100

Beyond Philosophy

JULY 11, 2020

From how they form to how they change to how they drive your customer loyalty, customer memories are a crucial aspect of your Customer Experience. Knowing the role your Customer Experience design plays in the formation of customer memories is critical to enabling customer-driven growth.

Management 140

Management Customer Experience Design Customers Connections 140

Experience Investigators by 360Connext

NOVEMBER 2, 2021

We develop personas for specific activities around customer experience management. They are extremely useful when it comes to: Customer Journey Mapping. Customer Service Blueprinting. Designing customer feedback strategies. Prioritizing improvements along the customer journey. Let me know.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. An Increase in Channel Switching.

Omni-Channel 177

Omni-Channel Customer Care Self Service Customer Journeys 177

Myra Golden

JUNE 25, 2018

Too many hiring managers focus on candidates’ work history when filling customer service roles. They get excited when they read that the candidate has six-plus years working in customer service. But past work in customer service is not a reliable indicator of future success in serving your customers.

Customer Service 94

Customer Service Policies Examples Meeting 94

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer experience is the sum of each interaction a customer has with your brand, and how they feel about it. The way to leverage this is to understand that intentional, proactive and positive customer experience design leads to real results for your organization AND your customers. Cost of service.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Myra Golden

MAY 7, 2020

They’re likely seeing a rise in customer frustration. They need to connect with one another. Connect with your team in video meetings, and make the get-together fun. They need contact, connection, and communication – and the break from serving customers. They need to exhale. They need to laugh.

Customer Service 71

Customer Service Tips Meeting Video 71

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease.

Customer Service Training 40

Customer Service Training Training Tips Customer Service 40

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Achieving empathy in the customer experience is a bit like walking a tightrope.

Customer Service 63

Customer Service Customer Service Representative Training Video 63

Myra Golden

MARCH 6, 2017

Your employees can add value to the customer experience by doing 3 things: Making personal connection, Acknowledging concern, and Empathy. Making Personal Connection. In my workshops I tell people to look for something they can comment on, something perhaps that they have in common with the customer.

Customer Service 45

Customer Service Government Connections Customers 45

Customers That Stick

JANUARY 7, 2020

What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership.

Customer Centricity 88

Customer Centricity Culture Customer Journeys Customer Experience Design 88

Michelli Experience

FEBRUARY 7, 2017

I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them.

Customer Service 100

Customer Service Customers Interaction Meeting 100

GetFeedback

JULY 19, 2019

A core question for businesses in this day-and-age is this: Are you listening— really listening—to each and every one of your customers? Harnessing the swell of customer feedback. I’ve interviewed dozens of companies to learn why so few businesses make a strong level of commitment to feedback and customer service.

Data 262

Data How To Social Media Effort Score 262

Myra Golden

AUGUST 25, 2016

Two years ago I was working with a company to help their customer service representatives convey empathy to customers. The intended outcome of the training was for employees to speak to customers with care, concern and compassion. Achieving empathy in the customer experience is a bit like walking a tightrope.

Customer Service 40

Customer Service Customer Service Representative Training Video 40

Beyond Philosophy

MAY 31, 2019

Nobel-Prize Winning Economist and Professor Daniel Kahneman along with Barbara Frederickson theorized that what people remember most about an experience is the moment when they felt the most intense emotion and how they felt at the end. Instead, that idea is pulled up to the surface, along with everything that’s closely connected to it.

Net Promoter Score 153

Net Promoter Score Brands Connections Customers 153

ECXO

MARCH 21, 2023

The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers. In the end, everything is connected.

B2B 98

B2B Customer Experience Roadmap Culture 98

Michelli Experience

FEBRUARY 7, 2017

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Infographics 100

Infographics Customer Service Customers Social Media 100

Myra Golden

JULY 2, 2019

For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. And, it’s the same with customers. Now I didn’t always do this.

Training 93

Training Course Meeting How To 93

Michelli Experience

APRIL 20, 2016

While marketers like to call attention to aspects of a brand that they want to cement as PODS in the minds of prospects and customers, experience designers like me and business leaders like you should be thinking about DELIVERING PODS – behaving in ways that are relevant, different and valued by your customers.

Customer Experience Design 100

Customer Experience Design Policies Brands Tips 100

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

Michelli Experience

MAY 4, 2016

This 79-year-old head of state and head of the Roman Catholic church effectively connected with an audience of teenagers through a message designed for them, not designed for him. So, here are some question for you: Who are your key customer segments? What images, lifestyle elements, and references are relevant to them?

Connections 100

Connections Brands Sales Customer Journeys 100

Micah Solomon

OCTOBER 24, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. For a business to succeed, it needs to maximize the payoff from its customer experience. email, chat, web).

Customer Experience 53

Customer Experience Hospitality How To Consulting 53

Myra Golden

APRIL 11, 2023

This involves ensuring that your agents are well-trained, motivated, and equipped with the right tools to confidently deliver bad news, expertly de-escalate and control conversations, all with empathy and connection. This could involve training on product knowledge, customer service skills, and communication techniques.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

Michelli Experience

APRIL 11, 2017

Many customers want to refer you because they have strong intrinsic connections to their friends and to your brand. They want to connect the people they care about with the brands that care about them. Being a resource and networker of people and experiences is an intrinsic “what’s in it for me.”.

Customer Care 230

Customer Care Brands Net Promoter Score Social Media 230

Myra Golden

NOVEMBER 30, 2018

Want to set yourself up for success each time you interact with a customer? In my newest training course for LinkedIn Learning, I help customer service reps establish a genuine, human connection. Join me and learn how to keep the conversation flowing by yielding to customers and pacing their words and expressions.

Course 84

Course Training Interaction Connections 84

Michelli Experience

FEBRUARY 17, 2016

My job was to “improve customer service by deploying employee scripts.”. Given my naivete, I took to my task by researching the best available customer service programs. Generally speaking customer service scripts are less effective than desired. Patients felt the scripts were robotic.

Policies 100

Policies Customer Service Engagement Training 100