BlueOcean

NOVEMBER 29, 2023

Read on for more insight into the total experience strategy. Breaking Down the Total Experience Strategy CX The customer experience is one of the elements we are most passionate about here at Blue Ocean. UX In today’s contact center, the tools we use to connect with customers are more customer-facing than ever before.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

Myra Golden

MARCH 3, 2021

The idea is to insert a personal tone so you can build rapport and even delight customers. You can do four things in chat interactions, starting today, to make them more human. Write, like you talk, focusing on making emotional connections and creating rapport in every message you type.

Interaction 59

Interaction Tips Video Connections 59

Myra Golden

JUNE 23, 2020

If you need help with preempting escalations and de-escalating intense interactions, I can give you free access to my De-escalation and Empathy classes on LinkedIn Learning. Connect with me on LinkedIn and post on YOUR page (making sure to @me, so I see your post), “Myra, I need help escalating intense interactions.”

Interaction 87

Interaction Contact Center Course Customer Experience 87

BlueOcean

MARCH 13, 2023

There’s no question that it can mimic a human, taking on a natural and engaging tone to interact with customers—especially in those more transactional instances. One survey of consumers who frequently interact with customer service bots reveals that 77% believe AI is helpful for simple issues.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Experience Investigators by 360Connext

NOVEMBER 2, 2021

You may want to supplement this existing data with additional research like customer interviews or specifically designed surveys. Define and consider the specific points of interaction between each customer persona and your brand. They will never truly encapsulate the way humans interact or make decisions or feel things.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. Customer-centric product design.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

Myra Golden

DECEMBER 5, 2018

I caught myself staring at the interaction between my dad and Eli with my mouth literally frozen open. 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. Personal Connection is Intentional.

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

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 88

Customer Experience How To Consulting Conference 88

BlueOcean

JANUARY 6, 2020

As long as there’s responsive feedback (more on this below) and eventual resolution, they’re happy no matter which channels they interact with. In fact, a NewVoiceMedia survey revealed that 43% of customers feel more connected to a brand when they are able to contact a company through any channel. Interaction and care.

Omni-Channel 177

Omni-Channel Customer Care Self Service Customer Journeys 177

Experience Investigators by 360Connext

FEBRUARY 9, 2021

You can run a business and sell products without ever uttering the phrase customer experience, and yet it still happens. Customer experience is the sum of each interaction a customer has with your brand, and how they feel about it. And your employees want more, interactive training to support their work.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

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

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

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

Myra Golden

APRIL 23, 2020

Empathy for Customer Service Professionals. 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. Customer service calls can sometimes get out of control. How to Deliver Bad News to Customers.

Customer Service 101

Customer Service Course Policies Retail 101

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

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Use firsthand, specific, timely data. Keep it simple.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

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

GetFeedback

JULY 19, 2019

In life, each of us interacts with people who think we’re the greatest thing ever or the least impressive thing they’ve ever seen. In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions.

Data 262

Data How To Social Media Effort Score 262

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

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

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

Michelli Experience

JANUARY 17, 2017

As you likely know “game theory” is a branch of mathematics that postulates how people interact with one another to get their respective needs met (either in competitive or non-competitive ways). The story, from the perspective of gaming, typically involves character development, dialogue, and ways for gamers to personalize their experience.

Customer Experience 100

Customer Experience Gamification Banking Sports 100

Myra Golden

JULY 2, 2019

But I’ve realized that talking to my audience before the training starts helps me to connect with them before I ask them to trust me by putting their learning in my hands. And, it’s the same with customers. Taking a few seconds to create rapport makes interactions much smoother and more pleasant.

Training 93

Training Course Meeting How To 93

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

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

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. QR codes in hotel check-ins and rooms .

Customer Service 65

Customer Service Hotels Social Media Hospitality 65

Beyond Philosophy

SEPTEMBER 19, 2019

Joanne Causon, CEO of the Institute of Customer Service , joined me on our podcast about this downward trend in Customer Satisfaction. Colson believes that in these times, human interaction and service takes on a renewed value for your Customer Experience. . Timeliness: Is the response rate reasonable?

Customer Satisfaction 113

Customer Satisfaction Effort Score Customers Trends 113

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

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 16, 2016

We can call those who work with us “employees, associates, team members” or any other host of terms just like we can label customers with words like “consumers, users, patients, guests, or clients.” As such, I side-step the “employee” vs. “customer” debate by championing “people obsessed” priorities.

Employee Engagement 100

Employee Engagement Engagement Culture Connections 100

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

Storyminers

NOVEMBER 30, 2016

In October, I attended the SAP Hybris Americas Summit 2016 in Fort Lauderdale, FL, where I got to experience the latest tech, commercial case studies, and omnichannel ideas first-hand. That means that you can connect just about any sensor to the network. Just ask, we can get you connected to the right resources.

Omni-Channel 183

Omni-Channel System Case Study Leadership 183

Myra Golden

JUNE 14, 2019

But it’s possible to give your customer lousy news with empathy and a positive slant. When you have to give a customer bad news, do it using the “Feel, Felt, Found Method.” ” This approach helps you to foster a sense of connection with customers, even when you can’t give them exactly what they want.

Course 85

Course How To Interaction Customers 85

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 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. Make coaching sessions 1:1, always.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

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. Dumbfounded in amazement!

Training 133

Training Social Media Consulting Customer Experience 133