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

InMoment XI

NOVEMBER 2, 2022

Today’s discussion breaks down the wider universe of CX design, but we’re also going to talk about the best ways for organizations to leverage this discipline. What Is CX Design? The idea of CX design was relatively simple for many years. Realizing Experience Improvement Through CX Design. Let’s get into it!

Touchpoint 324

Touchpoint Customer Experience Design Brands Customer Experience 324

Storyminers

SEPTEMBER 11, 2020

Mike Wittenstein is the founder of StoryMiners, one of the world’s first customer experience design consultancies. The company is renowned for its ability to hone into the core values of a company and translate them into captivating experiences, enabling their clients to reach their full potential. Enter Nimble.

Case Study 147

Case Study CRM Study Customer Experience 147

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. Reducing refunds.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Kayako

JANUARY 17, 2018

Marketing’s role in boosting customer experience is simple. Cut out as much irrelevant communication as possible. The ubiquity of social media and its role in customer support calls for seamless integration of social and support teams. They should be empowered to help customers in whichever venue they choose.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

Beyond Philosophy

MAY 16, 2024

Loyalty is tied to how you remember something, whether that is a person, an organization, or a Customer Experience. Therefore, the formation of memories is essential to your customer experience design. Managing these externalities is impossible. Memory is a key part of driving customer loyalty.

How To 78

How To Hotels Conference Connections 78

ECXO

MARCH 21, 2023

Leaders must provide services, excellent customer service, delivery and engagement and must communicate their commitment to providing an exceptional customer experience. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers. Think of it like a project plan.

B2B 98

B2B Customer Experience Roadmap Culture 98

Experience Investigators by 360Connext

JULY 28, 2020

A customer-centric mindset often flies in the face of traditional business education and legacies. Business plans include sections on Products and Services, Sales, Marketing, Management and Finances. They rarely include the word customer beyond discussing how to acquire them. It was a well-communicated, aspirational goal.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Bill Quiseng

MARCH 1, 2021

In it, he provides invaluable wisdom and lessons from senior business executives on how to lead through and beyond COVID-19, including crisis management, keeping employees and customers safe, maintaining a culture of engagement, rapidly innovating, and more. Michelli’s most recent book, Stronger through Adversity.

Leadership 148

Leadership Hospitality Consulting Consumers 148

CX Journey

MAY 10, 2017

What are the things that your manager and your executives do that encourage you to work hard for them every day? Not everyone is motivated in the same way, so you need to be prepared to use different tools and approaches; you need to personalize or customize the experience to the individual. What motivates your staff?

Leadership 145

Leadership Employee Experience Feedback Customer Experience Design 145

CSM Magazine

SEPTEMBER 13, 2021

Montego Bay has a solid reputation as a hub for BPO operations in Jamaica due to the availability of good contact centre space, great staff, a solid and stable communications and technology infrastructure and let’s not forget, great beaches. It is also a highly experienced BPO destination already servicing global brands. About Ventrica.

Transportation 52

Transportation Fashion Ecommerce Hospitality 52

GetFeedback

JULY 19, 2019

If your Voice of the Customer (VoC) program relies on understanding the customer experience mostly or entirely offline, you have a novel challenge to manage: Less than 0.5% of customers follow through on leaving feedback once they’ve left your store. Be thankful for the 5% that do. Respond to the negativity.

Data 262

Data How To Social Media Effort Score 262

Experience Investigators by 360Connext

JUNE 25, 2019

There might be a deployment team, an onboarding specialist, an account manager, a customer success team and a compliance officer thrown in for good measure. So c onsider the customer experience design from Company X’s perspective. Communicate proactively more than you do today. Click To Tweet.

B2C 137

B2C B2B Customer Experience Culture 137

Myra Golden

APRIL 28, 2021

Customers want the sense that call center agents are knowledgeable enough to offer the support they need without excessive hold times. Ensure you have a supportive, real-time line of communication with supervisors and remote agents to help prevent time lost when employees search for answers themselves. Engage with video.

Training 105

Training Customer Service Contact Center How To 105

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

CX Journey

OCTOBER 21, 2014

Involve employees in customer experience design and improvement rather than imposing or forcing it on them. Here’s a post I wrote about Kotter’s change management model that might give you some additional ideas: 8 Steps for Customer Experience Change Management.

Customer Journeys 160

Customer Journeys Employee Experience Customer Centricity Tools 160

Storyminers

MARCH 26, 2018

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). True to StoryMiners’ form, we wrote a new story, set in the future, and centered on our current clients’ experiences. How We Reinvented Our Own CX.

Social Media 100

Social Media CRM Customer Experience Design Communication 100

Beyond Philosophy

JUNE 25, 2021

This super failure of the Super League demonstrates the critical nature of understanding your customers. The Super League failed because the league management and team owners did not understand their fans. The owners and league managers misread the popularity of the big clubs as the real draw to the soccer matches.

Customer Experience 153

Customer Experience Culture Comparison Airlines 153

COPC

AUGUST 16, 2022

Evaluate interactions from the customer’s perspective. Turn your quality assurance program into a trusted source for customer insight. A quality assurance program offers one of the best windows into the customer experience. However, quality scores and CSAT results often tell different stories.

Customer Satisfaction 76

Customer Satisfaction Metrics Policies Measurement 76

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

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

Beyond Philosophy

MAY 31, 2019

Communicating these things is paramount for your Customer Experience. . Covering uncertainty is a significant area for Customer Experience. One essential takeaway should be that in situations where you are communicating with your customer, you should inject certainty into that experience.

Customer Experience 127

Customer Experience Social Media Insurance Customers 127

Myra Golden

SEPTEMBER 17, 2021

1) Have a plan: use these themes for each day of the week to create your schedule: MONDAY, October 4 – Service Team Appreciation & Celebration Let everyone know it’s National Customer Service Week! Have management, customers, and representatives show their appreciation first hand.

Customer Service 116

Customer Service How To Innovation Customers 116

Customer Bliss

FEBRUARY 15, 2016

Change Management. Customer Experience Design. Company Communication and Engagement. Uniting Company Accountability to Improving Customer’s Lives. The expansion of the CMO and their teams needs to expand to include: CMO to CCO Skills Expansion Required. Executive Leadership. Team Alignment.

Leadership 100

Leadership Conference Customer Experience Design Culture 100

CX Journey

DECEMBER 13, 2018

If you only have funding for one hire, hire a customer insights expert to learn what is not working well for your customers and what measures you need to take to improve the customer journeys. Hire a manager-level professional with a strong analytical background who is not afraid of doing the grunt work in the beginning.

Tips 83

Tips Customer Insights Leadership Exercises 83

ClearAction

APRIL 29, 2020

CEOs are committing to this modern standard: “purpose of business is to benefit customers, employees, suppliers, communities, and shareholders”. This stakeholder capitalism approach to management requires a deeper look at the ideal targets for customer experience leaders. job-to-be-done)].

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Myra Golden

DECEMBER 17, 2020

When customers are venting, they’re stuck in the right side of the brain. We’ve talked about the right emotional brain and the Communication Chain. Ask your customer three closed-ended questions back-to-back. You’ll need to ask questions that require your customer to use analytical thinking, recall, or look up something.

Call Center 116

Call Center Analytics Communication Industry 116

Storyminers

MAY 8, 2017

However, change is happening so fast (tech, customer desires, partners, organizational structures, etc.) that ‘just doing better’ doesn’t always make the customers happier or the business healthier. This pillar surfaces a deep and detailed understanding of the ideal future state.

Customer Journeys 190

Customer Journeys Innovation ROI Customer Experience Professionals 190

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

Beyond Philosophy

MAY 31, 2019

Therefore, it’s not necessarily the case that a good experience translates into an equally good memory or vice versa. If you don’t, you may be managing the wrong metrics in your Customer Experience. Also, you should ensure customers feel at these moments the emotion that delivers value for your organization.

Net Promoter Score 153

Net Promoter Score Brands Connections Customers 153

Myra Golden

APRIL 22, 2021

This free (and highly detailed) cheat sheet will give you everything you need to know to prepare your employees to redirect intensity when the customer asks for a manager, cusses, wants them to bend the rules, when they need a graceful exit, and more. Get Started with Confident Communication!

Training 59

Training Customer Service Communication Customers 59

Michelli Experience

JANUARY 19, 2018

Many forward-thinking enterprises are employing ongoing performance management tactics like Objectives and Key Results (OKRs) and continuous feedback loops to help teams a sense of purpose in their roles. Here are effective strategies managers can use to keep employees engaged: Develop Ongoing Feedback Loops.

Employee Engagement 127

Employee Engagement Engagement Effort Score Measurement 127

Myra Golden

APRIL 23, 2020

Join customer service trainer Myra Golden as she explains the reasons customer calls get out of hand, and introduces simple strategies to get you back in control. How to Deliver Bad News to Customers. Learning Objectives: Recognize examples of pushing when dealing with a customer.

Customer Service 101

Customer Service Course Policies Retail 101

Myra Golden

APRIL 5, 2023

When managing phone calls, signposting can make all the difference between a smooth and efficient conversation and a frustrating and confusing one. It’s a crucial skill for anyone who frequently takes calls, such as customer service representatives, salespeople, or receptionists.

Self Service 52

Self Service Call Center Tips Training 52

Comm100

AUGUST 1, 2018

It is important to first define the responsibilities assigned to different levels starting with the frontline team, then management up to the executive. Managers are responsible not only for understanding how the customers are being served, but also how best to lead and motivate their teams to provide improved services.

Customer Experience 102

Customer Experience Policies Social Media Effort Score 102

Myra Golden

APRIL 2, 2019

Your communication ability, leadership strengths, ambition, and people skills got you this promotion. Now comes the hard part – dealing with conflict, giving feedback, toxic employees, and managing your time. Here are 4 things you can expect to experience during the first phase of your transition from peer to supervisor.

Leadership 79

Leadership Feedback Training Management 79