ShepHyken

FEBRUARY 20, 2024

Whether you take care of the issue yourself or pass it on to someone else, recognize that you play a very important role in the customer’s journey from experiencing a Moment of Misery™ to experiencing a Moment of Magic®. Time Well Spent Last year, I interviewed Aransas Savas on Amazing Business Radio. Connect with Shep on LinkedIn.

Metrics 150

Metrics Customer Service Measurement Customer Service Training 150

Forrester

OCTOBER 14, 2014

It''s a case study on Drop , an iPad-connected kitchen scale and recipe app, which was developed by a small team based in Ireland and is currently in pre-order. The Drop product that emerged out of their iterative design process is a simple, attractive, easy to use product that sets the stage for more connected kitchen products to come.

Connections 78

Connections Innovation Case Study Customer Experience Design 78

InMoment XI

AUGUST 18, 2022

And because we are all about sharing the best practices you need to overcome obstacles, here is a breakdown of those three necessary keys you need to take your experience program to the next level. 3 Keys to Prove the ROI of Customer Experience. Design Transform Realize. Key #1: Design. Action Planning.

ROI 557

ROI Customer Experience Effort Score Financial 557

Storyminers

JUNE 2, 2015

The post Magic Mirror Reflects Major Innovation for the Connected Consumer appeared first on Mike Wittenstein. Eye-popping innovation for top-notch service Ebay’s new retail store (an effort with the until now on-line only Rebecca Minkoff store) didn’t just make me turn my head, it made me look twice. The new flagship store is […].

Innovation 100

Innovation Connections Consumers Retail 100

Myra Golden

DECEMBER 5, 2018

Over the last fortnight, I’ve watched Eli and Kodjovi from Togo, Africa, and Kimberly from Claremore, Oklahoma, all nurse technicians, serve my dad with personal connection and enthusiasm. This team is surprising and delighting me with one of the best customer experiences I’ve ever had. People Over Tasks.

Connections 69

Connections Travel Hospitality Tips 69

Hero Digital

DECEMBER 11, 2018

Customer experience design is all about putting the customer first to build and deliver solutions that are both memorably helpful and enjoyable. But as products and services continue to emphasize customer satisfaction, the future of brand differentiation will be creating emotional brand experiences.

Omni-Channel 42

Omni-Channel Connections Brands Healthcare 42

Kayako

JANUARY 17, 2018

Empower reps with both autonomy and the data they need to effectively serve leads and customers. Connect sales quotas with concrete customer experience goals. Great customer experience is the main goal here, but customer-centric strategy lends itself to more productive and efficient sales reps, too.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

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

BlueOcean

MARCH 13, 2023

It would mean contact center employees will be deployed only in situations where their human-ness, their skills in decision-making and building true connection, are required and valued. AI’s potential to improve automated handling of these transactional interactions with better intuition and nuance could change everything.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Beyond Philosophy

MAY 27, 2023

People bring unique perspectives and expectations to their experience. In this episode, we explore why context is crucial to customer experience design and how you can improve your understanding of your customer’s context. Connect with Colin on LinkedIn HERE. Check it out here.

Customer Experience Design 78

Customer Experience Design Customer Experience Data Connections 78

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

Experience Investigators by 360Connext

NOVEMBER 2, 2021

If it’s the latter, including your customer’s favorite color might not really be that important. Determine what others in your organization need to know to really connect with the person who is your customer. Remember: Personas are Only Representations of Customers. What challenges have you faced when designing personas?

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Beyond Philosophy

APRIL 24, 2021

Verint helps the world’s most iconic brands build enduring customer relationships by connecting work, data, and experiences across the enterprise. He asked us if we had any advice for businesses with a small budget on how to use concepts from the behavioral sciences to improve moments in their Customer Experience.

Customer Experience 89

Customer Experience How To Consulting Conference 89

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

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

Strativity

JANUARY 5, 2018

Customer relevance is a moving target, and as a result, Customer Experience Design has gone through an evolution. The post The Evolution of Customer Experience From Consistency to Purpose appeared first on Strativity.

Customer Experience 40

Customer Experience Customer Experience Design Connections Customers 40

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

ijgolding

DECEMBER 5, 2016

Whilst many companies have successfully created fundamental pieces of the puzzle, they are finding it more and more difficult to figure out how to connect the pieces together – hence never actually realising the vision that the completed puzzle would create. Many business people just do not have the capability to do it.

Customer Experience 120

Customer Experience Customer Journeys Resources Customers 120

ECXO

MARCH 21, 2023

This requires employee preparation–to be knowledgeable and trained to handle customer inquiries and complaints efficiently. In the end, everything is connected. Continuous improvement: Organisations must continuously evaluate and improve their customer experience. Let us know your thoughts and feedback in the comments!

B2B 98

B2B Customer Experience Roadmap Culture 98

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

Storyminers

AUGUST 28, 2017

At Clorox , Doug Milliken shares that their focus is on extending the product experience beyond the walls of the store and beyond interactions with the product itself. Digital engagement ideas and tools allow Clorox to connect with customers in fresh and personalized ways.

Brands 350

Brands Healthcare Roadmap Exercises 350

ERDM

SEPTEMBER 6, 2018

Article by Ernan Roman Featured on CMO.com During a recent conversation with Ruth Crowley, vice president of customer experience design at Lowe’s, I was struck by her statement that “to the customer, it is not an omnichannel experience. It is their experience.” Read on for our conversation.

Customer Journeys 40

Customer Journeys Retail Omni-Channel Entertainment 40

ERDM

SEPTEMBER 6, 2018

Article by Ernan Roman Featured on CMO.com During a recent conversation with Ruth Crowley, vice president of customer experience design at Lowe’s, I was struck by her statement that “to the customer, it is not an omnichannel experience. It is their experience.” Read on for our conversation.

Customer Journeys 40

Customer Journeys Retail Omni-Channel Entertainment 40

CX Journey

NOVEMBER 24, 2015

Placing a call to customer support just got a little nicer and a little easier. 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? Happy employees are more likely to yield happy customers. Did your personalities mesh or clash?

Customer Service 80

Customer Service Call Center Case Study Customers 80

Beyond Philosophy

APRIL 2, 2021

Faure-Field is an expert in sound and smell as part of the Customer Experience. Equal Strategy helps organizations use their Customer Experiences’ sounds and smells strategically. He shared with us why many Customer Experience design projects overlook sound and smell.

Hotels 117

Hotels Consulting Study Brands 117

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

Myra Golden

APRIL 28, 2021

The power of reinforcement helps keep new remote agents connected to personal and company success. Designate time to play virtual games to build teamwork and morale. Incentivize positive customer interactions, adherence to policy, and collaboration through recognition, bonuses, and gift cards. Provide incentives. Sign-up.

Training 105

Training Customer Service Contact Center How To 105

Myra Golden

MAY 8, 2020

We’ll post quick tips to help you deliver the best customer experience. We’d love to connect with you on Instagram — Instagram.com/myragoldenseminars.

Tips 80

Tips Connections Customer Experience Customer Experience Design 80

Customer Guru

FEBRUARY 23, 2018

Kuvor is the Group Head of Customer Experience and Marketing at Zoona Transactions International, a financial services organization based in Africa. Across Africa, the quality of network connectivity is poor. Thus, we educate our agents to have multiple access points to be able to connect back to us.

Groups 112

Groups Marketing Customer Experience Financial 112

Myra Golden

MAY 7, 2021

I give you ideas to help you go from feeling overwhelmed with escalations, and frustrated about the lack of empathy and connection in interactions, to feeling amazed when you hear friendliness and empathy, and you realize your employees are politely controlling calls and preempting escalations. Sign-up.

Video 75

Video Connections Interaction Customers 75

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

Michelli Experience

JANUARY 17, 2017

From the perspective of “graphics/sound,” companies not involved in the gaming industry address these issues through visual and sensory elements that drive pleasure and positive emotional connections.

Customer Experience 100

Customer Experience Gamification Banking Sports 100

ShepHyken

NOVEMBER 11, 2022

You can easily use QR codes to drive customers to customer assistance sections on your website, social media channels, and other platforms. . Ensuring that every time a consumer contacts your customer service, they receive timely, useful information they require is critical here. To sum it up.

Customer Service 64

Customer Service Hotels Social Media Hospitality 64

Myra Golden

APRIL 23, 2020

Customer service professionals may answer questions accurately and resolve problems swiftly, but the interaction can still end badly if a customer doesn’t feel positive. Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport. Building Rapport with Customers.

Customer Service 101

Customer Service Course Policies Retail 101

Michelli Experience

JANUARY 19, 2018

The Society for Human Resource Management ( SHRM ) states that employee engagement is “the connection and commitment employees exhibit toward an organization, leading to higher levels of productive work behaviors.” In doing so, they’ll give employees a way to connect their own contributions with overall company success.

Employee Engagement 127

Employee Engagement Engagement Effort Score Measurement 127

Michelli Experience

DECEMBER 13, 2017

In that article, I focused on four reasons for re-enlivening the “good old days” of human-powered service experiences, namely: Customers crave a connection to simpler times. 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

Michelli Experience

MARCH 25, 2016

By explaining a new product through a video, consumer connection and relationship is already being established—which is, by all accounts, the backbone of an excellent tech support in the long haul. Videos can be used to market a product and introduce it to a larger audience. It’s an efficient method of responding to user’s concerns.

Video 100

Video Entertainment Customer Service Social Media 100