Myra Golden

MARCH 19, 2020

How to work remotely with a team is the most trending topic right now. Here’s precisely how you build a team and communicate with your team from anywhere.

Communication 59

Communication How To Trends Customer Experience Design 59

Lumoa

FEBRUARY 9, 2023

Long-term actions are based on the analytics results of customer feedback. Later, communicate the changes and improvements you’ve done based on customer feedback back to your customers. In both cases, follow-up is a necessity, not a choice, if you want to build strong relationships with your customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Beyond Philosophy

JULY 16, 2020

Are you doing things to try to make each experience unique for your return customers so that they will continue to remember it positively? Consider the post-experience. The communication with the consumer tends to be seeking complaints or feedback on how well you did. Remember that endings are essential.

How To 194

How To Training Consulting Feedback 194

Myra Golden

SEPTEMBER 17, 2021

Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning!

Customer Service 116

Customer Service How To Innovation Customers 116

Myra Golden

MARCH 15, 2018

Psychologists talk about what they call the Communication Chain. The Communication Chain says that when a person puts out a verbal message, they expect a response to that message. That first message is a link in the communication chain. – You don’t want your customer to feel any of these emotions. Was This Helpful?

Communication 55

Communication Video Course Examples 55

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

InMoment XI

NOVEMBER 2, 2022

What Is CX Design? The idea of CX design was relatively simple for many years. Basically, when an organization’s leadership decided to engage in customer experience design, they would deploy surveys (sometimes physically) for customers to fill out and hand back. Let’s get into it!

Touchpoint 324

Touchpoint Customer Experience Design Brands Customer Experience 324

Myra Golden

DECEMBER 3, 2017

One of the characteristics is, communicate your understanding. When your customer is upset, or frustrated, you could communicate your understanding this way: “I realize you’re upset. In this short video, taken straight from my Empathy eLearning course, I teach precisely how employees can Communicate Understanding to customers.

Communication 63

Communication Course Insurance Video 63

Myra Golden

JANUARY 13, 2021

” Customers escalate in chat and email interactions intensely! Yes, my tactics for bringing down the temperature in conversations with customers wok in written communications. Any advice is appreciated.” I answer the question and give three tips for de-escalating in chat and email in the video below.

How To 101

How To Tips Video Interaction 101

NICE inContact

JULY 30, 2019

Here are three helpful tips: Don’t limit your voice of customer program to surveys. For example, use speech analytics to uncover feedback in your recorded calls, and use interaction data to tell you what behavior says about customer experience. Design with the end in mind. Get caught being a good listener.

Feedback 138

Feedback Contact Center Tips Survey 138

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.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

One Millimeter Mindset

NOVEMBER 24, 2020

I catalyze talented professionals like you to translate across legacy communication and collaboration disconnects. The post How to tell Purposeful Pandemic Stories in 5 Blog Posts appeared first on Babette Ten Haken. I am a refreshingly extroverted STEM professional and left-brain thinker! is available on Amazon.com. Contact me here.

How To 95

How To Leadership Exercises Innovation 95

CSM Magazine

APRIL 23, 2021

From communication, to content, to transactions. Brands that want to expand their offer should think strategically about their digital ecosystem; is your tech stack fit to deliver truly category-defining experiences? How to add value to your offer by designing meaningful experiences.

Brands 52

Brands How To Exercises Return on Investment 52

Myra Golden

JUNE 2, 2016

Myra, a former global head of customer care, teaches leaders how to achieve harmony with dissatisfied and difficult customers through the use of empathy, conversational aikido and a solid recovery strategy. Explore ways to build stronger emotional connections with customers through Extreme Empathy. Myra Golden.

How To 40

How To Customer Service Training Video Training 40

Myra Golden

JUNE 2, 2016

Myra, a former global head of customer care, teaches leaders how to achieve harmony with dissatisfied and difficult customers through the use of empathy, conversational aikido and a solid recovery strategy. Explore ways to build stronger emotional connections with customers through Extreme Empathy. Myra Golden.

How To 40

How To Customer Service Training Video Training 40

Experience Investigators by 360Connext

JULY 28, 2020

A customer-centric mindset often flies in the face of traditional business education and legacies. They rarely include the word customer beyond discussing how to acquire them. The human customer is literally removed from the equations. Then they need to communicate it throughout the company.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Bill Quiseng

MARCH 1, 2021

But rather than learn from our own personal leadership experiences on how to survive, I recommend Dr. Michelli’s most recent book, Stronger through Adversity. Market value: Communicate the benefits of your solutions to your consumers. . Ever since the beginning of last year, all of us have had to endure this pandemic.

Leadership 148

Leadership Hospitality Consulting Consumers 148

Kustomer

MARCH 23, 2022

A brand ambassador is someone who promotes your product or service in their interactions with other people via relevant communication channels. If customers like your brand, they’re more likely to subscribe to a mailing list. To retain those customers, you don’t just need their contact details — you need to engage them.

Brands 98

Brands Social Media Loyalty Omni-Channel 98

Storyminers

APRIL 11, 2016

Mike Wittenstein leads Storyminers, a pioneering customer experience design firm based in Atlanta. We recently checked in with them to discuss some of the challenges enterprises face in managing customer experience today. Here’s what he had to say: How did you become so passionate about customer experience?

Customer Experience Management 140

Customer Experience Management Customer Experience Management B2B 140

Myra Golden

MARCH 29, 2017

How they say ‘no’ when no truly is the only option, the way they explain something the customer doesn’t want to hear, tone, empathy, knowing what to say to the customer who just wants to speak to a supervisor – These are delicate interactions that can make or break your customer experience. I’ll Help Them.

How To 40

How To Exercises Customers Training 40

Myra Golden

SEPTEMBER 21, 2016

Personal pronouns – I, we, you – instantly make written communication sound more warm and personal. In my email eLearning course, I share with your employees what made the Blue Apron email great and I walk them through the 3 Elements of a Great Email Experience. I picked up sincere concern and regret in her words.

How To 40

How To Travel Feedback Examples 40

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers?

Self Service 91

Self Service Guidelines Customers Knowledge Base 91

Storyminers

MARCH 26, 2018

How We Reinvented Our Own CX. Since our founding as a customer experience design consultancy in 2002, StoryMiners has helped over 500 clients on 700+ projects in over 20 countries (and in 4 languages). To see the future more clearly—and how to get there. So, we opened up a project file and got to work!

Social Media 100

Social Media CRM Customer Experience Design Communication 100

Myra Golden

SEPTEMBER 5, 2017

My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! If you struggle with how to deliver bad news to customers, you’ll want to take this class. Topics Include: Communicating clearly. Acknowledging the customer’s concerns. Offering alternatives.

Course 84

Course Policies Communication Customers 84

CX Journey

APRIL 25, 2018

Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them. Implement and activate new experiences. Communicate and share experiences.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

Myra Golden

AUGUST 29, 2019

Acknowledge how your customer feels by linking the communication chain. I smiled, knowing exactly what happened –the Communication Chain. The Communication Chain is this. That first message is a link in the communication chain. So, why is breaking the communication chain terrible, you wonder.

Video 71

Video Communication Training Customers 71

Michelli Experience

APRIL 11, 2017

Also in last week’s blog , I indicated that customers have a variety of reasons why they don’t recommend brands even though they are otherwise loyal (e.g. wanting not to have their favorite places overrun with new customers). Finally, I promised this week I would offer tips on how to convert loyal customers into referral sources.

Customer Care 230

Customer Care Brands Net Promoter Score Social Media 230

Beyond Philosophy

MAY 31, 2019

You have probably seen the meme on social media or heard John Mulaney’s joke about the surprising non-issue quicksand presents in adulthood: How to Design for Uncertainty in Your CX. So, what does that mean for your Customer Experience? Communicating these things is paramount for your Customer Experience. .

Customer Experience 127

Customer Experience Social Media Insurance Customers 127

Myra Golden

APRIL 23, 2020

Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport. In this class, I share three keys to empathy in customer service and reveals how to use empathy to put customers at ease and reduce callbacks. How to Deliver Bad News to Customers.

Customer Service 101

Customer Service Course Policies Retail 101

Kustomer

APRIL 21, 2022

Next is to be available for your customers on their desired channels. Live chat is growing in popularity and customers, especially those of younger generations, are loving this communication option. That means communication must go both ways. Through sales and customer service, product support.

Social Media 98

Social Media Brands Loyalty Marketing 98

CX Journey

DECEMBER 13, 2018

Although customer experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last five years. How to Build a CX Team Within the CX Team, the Customer Experience Director (or Customer Insights Director) leads the charge.

Tips 83

Tips Customer Insights Leadership Exercises 83

Myra Golden

JUNE 2, 2016

Three Unique Professional Development Events for Customer Service Professionals. How to Handle Difficult Customers Using Verbal Aikido. 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers. Creating calm with difficult customers is not a matter of using aggressive tactics.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

Three Unique Professional Development Events for Customer Service Professionals. How to Handle Difficult Customers Using Verbal Aikido. 5 Aikido Principles for Creating Calm, Defusing Anger and Moving to Closure with Difficult Customers. Creating calm with difficult customers is not a matter of using aggressive tactics.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment.

Groups 162

Groups Customers Consulting Examples 162

Myra Golden

JANUARY 28, 2019

Two weeks ago I sipped Syrah and read one of the best communication books I’ve ever read. (It The book is chock-full of examples that genuinely teach strategies for not just negotiating better, but communicating better — with a focus on listening, empathy and making a call to action. It was 5 o’clock somewhere.).

Entertainment 55

Entertainment Exercises How To Communication 55

Beyond Philosophy

JUNE 25, 2021

It’s hard to give much advice on how to handle vaccine passports other than it’s best to figure out what your best customers want and go with that option. By managing customers’ expectations and excellent communication, you can show your customers you are trustworthy.

Customer Experience 153

Customer Experience Culture Comparison Airlines 153

Myra Golden

MARCH 12, 2018

The agent used my name , which made the communication more personal. I liked the QVC chat so much that I used this example in my brand new Chat Customer Service eLearning course that we’re releasing on March 19th. The return processing time can take up to 17 days from the date an order is returned to QVC.

Course 65

Course Video Brands Interaction 65