Myra Golden

APRIL 17, 2017

Don’t allow customer service employees to spend more than 80% of their time on the phones. Maybe you train employees to handle social media inquiries and that way they can still do customer service work, just away from the phones. For me, it’s going to the patio with a book and healthy snack.

Customer Service 76

Customer Service Call Center Contact Center Fashion 76

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. Read the rest here. »

Customer Centricity 88

Customer Centricity Culture Customer Journeys Customer Experience Design 88

ShepHyken

DECEMBER 5, 2018

In the past few months leading up to my new book, The Convenience Revolution , I’ve focused on ways to be more convenient for your customers. If a customer is on a website and needs help, there should always be a human fallback. A bad customer experience design: The concept of CX design is a hot topic.

Policies 125

Policies Case Study Advertising Banking 125

ShepHyken

JANUARY 10, 2017

Customer Experience Design. Shep Hyken speaks with Brian Solis, who asserts that all thinking needs to start with the customer experience design. Design what your customers are supposed to feel at all parts of their customer journey. Think beyond the products and services that you sell.

Customer Experience Design 48

Customer Experience Design Customer Journeys Customer Experience Meeting 48

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Myra Golden

DECEMBER 8, 2017

I put the book down that I was reading, picked up my MacBook and I did a quick Google search on “Blurry iPhone Photos.” We’ll use a customer service example. Your customer is upset because their shipment didn’t arrive, though you show that the package was left on the customer’s porch 2 days ago.

Customer Service 63

Customer Service Video Hotels Customers 63

Michelli Experience

SEPTEMBER 5, 2017

Relevance to Customer Experience Design. Implicit biases mean life or death in healthcare and they likely also have a meaningful impact on your customers. As a customer experience designer, I’ve been blessed to work with many Fortune 500 companies who are rich with talented “design thinkers.”

Customer Experience Design 127

Customer Experience Design Hospitality User Experience Healthcare 127

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

Beyond Philosophy

OCTOBER 25, 2018

For proof, I offer the following for customer-centric company you might know, the Walt Disney Company: That’s 95.79 billion reasons Customer-centricity matters. For my second book, Revolutionize Your Customer Experience , we undertook research about customer-centricity. The Journey from Naïve to Natural.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

Michelli Experience

FEBRUARY 27, 2018

Since, according to the Institute of Customer Service (ICS), most customer complaints (62%) aren’t about products per se but rather about the way people treat customers during service interactions, investing time and money to, select, train and develop service talent creates a huge opportunity.

Training 133

Training Social Media Consulting Customer Experience 133

Michelli Experience

NOVEMBER 1, 2017

His daughter Sarah Kaminsky richly shares Adolpho’s story in the book titled A Forger’s Life. Moreover, a single person like Adolpho saved tens of thousands of lives through his actions and a single service professional can elevate the lives of tens of thousands of people across a career – one person at a time.

Customer Experience 173

Customer Experience Hotels Consulting Travel 173

Beyond Philosophy

OCTOBER 14, 2014

Customer Experiences are a catalyst for Customer trust and loyalty. With the introduction of data mining into so many experiences, the issue of data security becomes an important aspect of your Customer Experience design. So be forthright with your Customers about how you will use data.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

Michelli Experience

NOVEMBER 14, 2017

That’s the power of customer experience design resulting in a “signature moment” that enhanced the Dairy Queen Fan Experience. As I worked with Garbanzo’s first CEO Alon Mor and his team in the early days of their brand development, the focus was not on the product handoff but the arrival experience.

Brands 113

Brands Hotels Leadership Guest Experience 113

Michelli Experience

DECEMBER 19, 2017

A lifetime ago, I read a book that helped me take a different view on the Christmas holiday season and center myself on the lasting experiential elements. I was so taken by the messaging in the book that I volunteered to provide talks in keeping with the title of the book, Unplug the Christmas Machine.

Consulting 113

Consulting Connections Customer Experience Company 113

Michelli Experience

MAY 8, 2018

In the book, Human + Machine: Reimagining Work in the Age of AI , Paul Daugherty and James Wilson suggest that automated processes are giving way to a future dominated by “adaptive processes.” If your time is short, I would suggest Bob Morris’ synopsis of the book provided on his site Blogging on Business. But how about today?

Competitive Advantage 100

Competitive Advantage Customers Technology Data 100

Beyond Philosophy

SEPTEMBER 19, 2019

Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 Joanne Causon, CEO of the Institute of Customer Service , joined me on our podcast about this downward trend in Customer Satisfaction. Is the US Next?

Customer Satisfaction 113

Customer Satisfaction Effort Score Customers Trends 113

Michelli Experience

DECEMBER 19, 2017

A lifetime ago, I read a book that helped me take a different view on the Christmas holiday season and center myself on the lasting experiential elements. I was so taken by the messaging in the book that I volunteered to provide talks in keeping with the title of the book, Unplug the Christmas Machine.

Consulting 100

Consulting Connections Customer Experience Company 100

Michelli Experience

APRIL 18, 2017

About 7 years ago, while working on my book The Zappos Experience , I remember talking to the CEO of Zappos, Tony Hsieh, about his company’s culture of customer experience excellence. Tony said if you build a culture committed to, “wowing customers it doesn’t matter what you sell.

Airlines 230

Airlines Travel Transportation Customer Centricity 230

Michelli Experience

AUGUST 1, 2017

One of my favorite examples of the aforementioned service recovery process in action was captured in my book The Zappos Experience: 5 Principles to Inspire, Engage, and Wow and it came in the form of a blog posted on the company’s website after a pricing error occurred: Hey everyone – As many of you may know (and I’m sure a lot of you do.

Leadership 113

Leadership Hotels Brands Consulting 113

Michelli Experience

FEBRUARY 2, 2016

So let’s assume you want to drive increased customer accountability in your business. Offer development tools for those who can improve their experience delivery. Encourage team members to explore other career opportunities or other employers if they consistently “don’t or won’t” delight your customers. Where do you start?

Net Promoter Score 100

Net Promoter Score Healthcare Effort Score Feedback 100

Beyond Philosophy

MARCH 4, 2019

From a practical perspective, you can see the effect of your Customer Experience design, the effects of the customer service training you engaged or whatever else you want to measure that relates to how the customer feels. Follow Colin Shaw on Twitter @ColinShaw_CX.

Measurement 102

Measurement Consulting Technology Customer Experience Professionals 102

Beyond Philosophy

OCTOBER 15, 2020

The key, it seems, is in the clues we leave for customers in our Customer Experience design. In Carbone’s Book, Clued In How to Keep Customers Coming Back Again and Again , Carbone emphasizes the significance of clues and signals for our unconscious mental processes.

Hotels 131

Hotels Customer Experience Management Customer Experience Consulting 131

Michelli Experience

JULY 25, 2017

Neil cites David’s research noting that it demonstrates, “ For every 10% increase in employee engagement levels, a company’s customer service levels go up by 5%, and profits by 2%.”. By contrast, employee distrust, disengagement, and neglect for development create the environment for most customer complaints.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

Michelli Experience

DECEMBER 2, 2015

However, calling US dealerships’ “best or nothing” when it came to customer experience would have been a stretch. For approximately 3 years I’ve worked with Mercedes-Benz USA (MBUSA) executives as they transformed their organization into a verifiable customer experience leader.

Customer Journeys 140

Customer Journeys Customer Experience How To Leadership 140

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.

B2B 98

B2B Customer Experience Roadmap Culture 98

Strativity

JANUARY 18, 2018

Academy and Principal consultant of Bentley Williams Consulting, Williams is the author of two books, “Wow!” and is highly sought after for his insights and influence into quality customer experiences. and “ How to Wow!” About Strativity Group Inc. Passion, Expertise and Execution. Strativity Group, Inc.

Groups 40

Groups Culture Marketing Consulting 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. Customer loyalty is a function of customers’ memories.

Net Promoter Score 153

Net Promoter Score Brands Connections Customers 153

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 30, 2017

Here it is – Amazon is tactically opening brick and mortar stores – be it Amazon Books (now in California, Illinois, Massachusetts, New York and Oregon) or other retail concepts like Amazon Go (1,800 square feet of retail space showcasing breakthrough “Grab & Go” technology).

Customer Experience 113

Customer Experience Retail Social Media Trends 113

Myra Golden

OCTOBER 11, 2016

I wondered if it was because I had literally just booked the reservation 45 minutes prior, just as I got into my rental car at the airport. I told the hotel employee that perhaps my very recent booking was the problem. He called hotels.com, the company I used for booking, not once, but two times, about my reservation.

Hotels 66

Hotels Customer Experience Travel Customers 66

Michelli Experience

JULY 4, 2017

In his book, The Personal MBA , Josh outlines 12 standard forms of value delivery: Product. product, service, loan, or insurance) but other value platforms require some unpacking. Fortunately, Josh generously offers detailed descriptions both in his book and on his website. Josh has one of those brains that I envy.

Insurance 113

Insurance Consulting Customers Resources 113

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Colin: He’s a keynote speaker, best-selling author of several books such as The Intuitive Customer: 7 Imperatives For Moving Your Customer Experience to the Next Level , the CEO of Beyond Philosophy , and Co-Host of The Intuitive Customer Podcast. Colin Shaw. Melinda Gonzalez. Steven Van Belleghem.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Michelli Experience

DECEMBER 30, 2015

The first four were included in a parenting book I wrote in 1998 (long before I first sought to lose those 10 pounds). Serve Well : A number of years ago I read an insightful book titled The Rise of Selfishness in America written by James Lincoln Collier. If you focus on the negative, your worldview is shaped accordingly.

Social Media 100

Social Media Government System Consumers 100

Stella Connect

JUNE 5, 2017

Suzanne will explain how to use social media and online ratings and reviews, along with traditional methods of connecting with customers, to better understand your brand. An Outside in Customer Experience Strategy for a Brave New World (Closing Keynote). VP Customer Experience Design, AARP. Celika Caldwell.

Call Center 40

Call Center Contact Center Conference CRM 40

Michelli Experience

JULY 27, 2016

I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience).

Leadership 100

Leadership Course Engagement Employee Experience 100

Michelli Experience

MAY 2, 2017

Recently during a shareholders meeting, the Starbucks chief technology officer, Gerri Martin-Flickinger, suggested that consumer behavior is changing so rapidly that the days of customers using “one finger and point and click” to order online are waning and that the future will exclusively involve voice ordering.

Trends 113

Trends Fashion Customer Experience Social Media 113