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

Myra Golden

MARCH 22, 2023

After three years, I’m back on set with my team at LinkedIn Learning to record two courses! Learn more about my LinkedIn Learning courses here. If you already have a LinkedIn Learning subscription, you and your team can take my courses at no additional cost!! Learn about my LinkedIn Learning Courses!

Course 52

Course Customer Experience Design Customer Experience Customers 52

Beyond Philosophy

JUNE 13, 2020

Understanding the process and the role your Customer Experience design plays in it is essential to providing the platform to encourage customer-driven growth. Embrace the fact that customers don’t always make rational choices. What Are The Five Rules?

Management 128

Management Customer Journeys Competitive Advantage Exercises 128

Myra Golden

MAY 27, 2021

50:20: German standards are very different from US standards, and my challenge is to wow customers, but quality points are wearing the agents down. MORE CALL CONTROL HELP: Call Control Mini-Course. Full Call Control Course (Inside Customer Service Master Class). And lots, and lots on quality assurance!

Course 111

Course Customers Engagement Customer Service 111

Experience Investigators by 360Connext

JULY 28, 2020

This led leaders to have quarterly, short-term visions instead of long-term, customer-focused strategies. After 30+ years, it would have been easy for them to stay the course, using one of the oldest objections to new CX initiatives in the book: “It’s always been done this way.” Start with your company’s goals.

Strategy 225

Strategy Customer Journeys Customer Experience Net Promoter Score 225

Myra Golden

SEPTEMBER 17, 2020

For more than 20 years, through my workshops, I’ve worked with customer service professionals like you who struggle with saying things to customers that they don’t want to hear. In my LinkedIn Learning course, How to Deliver Bad News, I share four keys for delivering bad news, whether over the phone, chat or in person.

How To 116

How To Call Center Course Measurement 116

Michelli Experience

NOVEMBER 14, 2017

As a matter of course, Ed asks many of the people he encounters to sign a baseball for him. That’s the power of customer experience design resulting in a “signature moment” that enhanced the Dairy Queen Fan Experience. Of all things for which Ed is known, “signature baseballs” is a substantial element of his brand.

Brands 113

Brands Hotels Leadership Guest Experience 113

Myra Golden

APRIL 23, 2020

If you don’t have a LinkedIn Learning subscription, it’s super easy to get started training your team with my 7-course customer service boot camp. Here are the 7 courses in my Linkedin Learning Bootcamp. Empathy for Customer Service Professionals. How to Deliver Bad News to Customers.

Customer Service 101

Customer Service Course Policies Retail 101

Myra Golden

MARCH 29, 2022

I started offering my courses through LinkedIn Learning six years ago. I’m writing today to tell you how you can take one of my courses at no cost on LinkedIn! My course Empathy for Customer Service Professionals is featured and just one of many that can help you Learn the customer support skills to advance in your career.

Course 52

Course Customer Service Customer Experience Design Customers 52

Myra Golden

OCTOBER 20, 2021

Watch my video to see my complete answer on how to handle customers in distress. I have a free De-escalation Mini-Course to help you and your team navigate challenging interactions. When in doubt, reach out to your manager. Continue the conversation with me? Learn more. .

Video 98

Video Course Training Interaction 98

Myra Golden

MAY 24, 2021

For example, we answer the phone with our typical greeting, and then for the next 5+ minutes, the customer barely takes a breath. More Call Control Help: Cal Control Mini Course. Full Call Control Course (Inside Customer Service Master Class).

How To 72

How To Course Customers Examples 72

Storyminers

AUGUST 28, 2017

His company emphasizes sales, of course, but more, they truly focus on the ownership experience so that ride after ride, and year after year, the experience stays fresh in customers’ minds. Mazda is doing things differently. Russell Wager’s approach is to create advocates (at events, in their vehicles, etc.)

Brands 350

Brands Healthcare Roadmap Exercises 350

Myra Golden

DECEMBER 3, 2017

There are four attributes of empathy, and I teach each of these characteristics in my Empathy eLearning course. When your customer is upset, or frustrated, you could communicate your understanding this way: “I realize you’re upset. If you like this video , take a closer look at my Customer Service eLearning courses.

Communication 63

Communication Course Insurance Video 63

Myra Golden

OCTOBER 5, 2020

I’m so excited to kick off Customer Service Week with a free soft skills training course! I’ve partnered with Genesys to position Customer Service Representatives to deliver the best possible customer experience and redirect interactions with challenging customers. Take the free training here!

Customer Service Representative 59

Customer Service Representative Training Customer Service Course 59

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

Myra Golden

APRIL 20, 2020

The problem with longer calls is the impact it has on customers who are on hold waiting for help. In this course, we’re looking at how you can quickly move calls to closure using techniques that are effective, but polite. I’ve helped thousands of customer service professionals just like you control conversations.

Customer Service 76

Customer Service Strategy Course Customers 76

Myra Golden

JUNE 8, 2018

The outcome of this training is employees who possess the soft skills to make customers feel heard and understood, politely lead conversations and assertively bring calls to closure. Take this course now for free. Here’s a 60-second introduction to the free course.

Training 93

Training Course Customer Service Training Study 93

Beyond Philosophy

MARCH 25, 2019

Today we will take a closer look at what irrationality means in a Customer Experience and how it applies to customers’ decision making. Moreover, and perhaps most importantly, we will address what you can do about customer irrationality in your Customer Experience design. Quite the opposite.

CRM 133

CRM B2B B2C Customer Experience Design 133

Myra Golden

AUGUST 6, 2021

Participating in assignments is the number one way we customize my online courses to your specific situations. One of my students typed out the following scenario in an exercise: Situation: The delivery company and the customer feels scammed; they want their money back immediately. Look over my shoulder while I grade work!

Exercises 52

Exercises Course Training Customer Service 52

Lumoa

JUNE 9, 2020

Craft onboarding experiences, product onboarding videos , blog posts, UI changes and purchasing paths to specifically reflect the things that your customer cares the most about. Act on Customer feedback According to Microsoft, brands are viewed more favorably by 77% of consumers if they proactively invite and accept customer feedback.

Ecommerce 208

Ecommerce Customer Experience Customer Journeys Feedback 208

Myra Golden

APRIL 21, 2021

My Agent spoke with friendliness and didn’t leave me frustrated in dead-air space – the same practices that make for a delightful telephone customer experience—mastering the chat support experience is easy when you approach the interaction like you would a phone call. Does your chat support need work?

Insurance 59

Insurance Chatbots Course Report 59

Myra Golden

JUNE 14, 2019

.” So, the purpose of “Feel, Felt, Found” here is to convey empathy and to offer a useful solution for delivering less than ideal news to a customer. I discuss building rapport with customers in everyday interactions and with challenging situations in my LinkedIn Learning course, “Building Rapport with Customers.”

Course 85

Course How To Interaction Customers 85

Myra Golden

JANUARY 23, 2018

These seven comebacks are from my How to Handle Difficult Customers eLearning course. This course focuses on de-escalation and putting you in control of the interaction. If you could use some help with dealing with challenging customers, consider this course offered in my online training suite.

Course 84

Course Video How To Customers 84

ShepHyken

JULY 6, 2020

My Comment: Vala Afshar, the Chief Digital Evangelist for Salesforce has summarized some very important stats and facts around what customers want and expect. Salesforce surveyed over 3500 consumers around the world to understand how to give the best customer service in the midst of the COVID-19 pandemic.

Customer Service 65

Customer Service Healthcare Customer Journeys Feedback 65

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. This course outlines a simple four-step approach that can be used in a variety of customer service settings.

Course 84

Course Policies Communication Customers 84

Michelli Experience

JULY 3, 2018

Years ago, it was much harder to convince a client to do a customer journey map. In those days, many leaders were willing to map interaction points with customers in order to drive efficiency or reduce waste. I have seen some beautiful customer journey maps in my day. Activate the Map.

Customer Journeys 90

Customer Journeys Touchpoint Innovation Customers 90

Michelli Experience

MARCH 20, 2018

The name was our way of capturing the experience we had when we joined throngs of shoppers at Christmas looking for that understocked “must have” toy. Of course, there were those other experiences when the store served as a wonderland of possibilities. Goodbye Toys “R” Us and Hello Your Sustainability.

Social Media 100

Social Media Retail Analysis Consulting 100

Beyond Philosophy

JUNE 25, 2021

So, if it were my roofing business, I would likely take the same course as mine, rationing over price-gouging. By managing customers’ expectations and excellent communication, you can show your customers you are trustworthy. Each of these stories shows us a different essential aspect of Customer Experience design and management.

Customer Experience 153

Customer Experience Culture Comparison Airlines 153

Beyond Philosophy

JULY 6, 2023

Therefore, the government had shops charge customers for giving them plastic bags for their purchases. Nevertheless, the “taxing” of plastic bags reduced customers’ use by 85 percent. Of course, there was probably a combination of things happening here, too. It was a nominal fee of £0.05, around $0.08.

Hotels 78

Hotels Fashion Examples Government 78

Myra Golden

NOVEMBER 13, 2017

It’s part of a full 16-module customer service training. As a special treat for you, I’m sharing one module from my client’s course. This video is about giving customers an experience that makes them feel good and maintains their esteem. I recorded this video last week for a client.

Customer Service Training 91

Customer Service Training Video Course Training 91

Myra Golden

MARCH 18, 2020

Seven of my customer service classes are available on LinkedIn Learning. If your company already has a LinkedIn Learning subscription, my courses are no additional cost to you. SCORM COURSES FOR YOUR LMS. Customer Service, SCORM 1.2-Compliant Keep honing your team’s customer service skillset, (and wash your hands).

Customer Service 59

Customer Service Video Customer Service Training Course 59

Maz Iqbal

NOVEMBER 13, 2014

giffgaff, as a matter of course, sends extra SIMs to members. Case Studies Customer Experience Customer Loyalty Customer Philosophy Digital / Ecommerce authentic customer-centricity customer experience customer experience design delightful customer experience digital customer experience GiffGaff RAC Sainsburys Bank understanding customers'

Customer Experience 92

Customer Experience Case Study Banking Customer Philosophy 92

Myra Golden

MARCH 12, 2018

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. If you’d like a sneak peek into one module of my brand new Chat course , learn my 4 Keys for Using the Right Language to Build Rapport in Chat in the video below.

Course 65

Course Video Brands Interaction 65

Myra Golden

MARCH 27, 2018

I just finished recording a fully customized 14-module video course for a new client. My client’s biggest challenge was how to navigate through complex calls, like situations with ramblers and challenging customers. Our custom courses get your employees to take some action every 4-5 minutes.

Course 63

Course Training Video Contact Center 63

Myra Golden

JULY 16, 2020

Read course outlines or talk to me about a digital workshop for your company. Digital workshops are super fun and include engaging learning activities, scenarios based on issues you bring, guided small group discussions in virtual breakout rooms, polling questions, and PDF workbooks.

Course 52

Course Groups Engagement Company 52

Myra Golden

MARCH 19, 2020

Learn how to make your virtual meetings productive and engaging in this short course. With Covid-19, most meetings will be virtual.

Meeting 59

Meeting Course Engagement How To 59

Myra Golden

APRIL 20, 2020

You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. I created my Delivering Bad News course with LinkedIn Learning to take the fear out of giving bad news to customers. Let’s get started!

How To 59

How To Course Customers Customer Experience Design 59