InMoment XI

NOVEMBER 2, 2022

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. You might also know that customer experience is generally considered to be a more specific subset of user experience ( UX ).

Touchpoint 324

Touchpoint Customer Experience Design Brands Customer Experience 324

Myra Golden

DECEMBER 2, 2021

Many of you know me from my popular LinkedIn Learning courses. I’ve loved flying to Santa Barbara, renting a car, and driving to Carpinteria to film my LinkedIn courses. Working remotely with my producer, director, teleprompter operator, sound tech, and lighting expert, we set up a full studio and recorded two courses!

Course 52

Course Video Engagement Customer Experience Design 52

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Moreover, you should understand the culture where your customers live.

Customer Experience 153

Customer Experience Culture Comparison Airlines 153

Myra Golden

DECEMBER 9, 2019

Have you ever had a conversation with a customer service person, and it went something like that? And it’s hard to create rapport with customers if you sound mechanical. So it makes sense that one of the easiest ways to make your conversations with customers more warm and friendly is to speak in complete sentences.

Course 69

Course How To Tips Advertising 69

Customer Bliss

OCTOBER 24, 2017

Did you know that government agencies are working hard to embed customer experience strategies in their operating plan and mindset? In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

Maz Iqbal

NOVEMBER 13, 2014

What A Delightful Experience. That would have been a good enough experience: got the job done in a couple of minutes. giffgaff, as a matter of course, sends extra SIMs to members. The starting point for customer-centricity is authentic care for one’s customers. What a waste of my, the customer’s, time.

Customer Experience 92

Customer Experience Case Study Banking Customer Philosophy 92

Beyond Philosophy

JUNE 13, 2020

Managing How Your Customers Make Decisions. Understanding the process and the role your Customer Experience design plays in it is essential to providing the platform to encourage customer-driven growth. Strive to make customers buy from you intuitively. Strive to make customers buy from you intuitively.

Management 128

Management Customer Journeys Competitive Advantage Exercises 128

Storyminers

AUGUST 28, 2017

I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. It’s in the form of a dozen interviews with company leaders whose brands are excelling at the customer experience. 116 years, 8 of them with an emphasis on customer experience.

Brands 350

Brands Healthcare Roadmap Exercises 350

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. this impact the customer and his experience?

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Myra Golden

DECEMBER 9, 2019

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. Customer Care. Short video on how to acknowledge a customer’s emotion: 3. Yield to Callers (Don’t interrupt or over talk customers). Open with a lead-in. Good morning. This is Penny.

Customer Experience 52

Customer Experience Call Center Video Training 52

Michelli Experience

NOVEMBER 14, 2017

While I can go on and on about Ed’s visionary leadership, ability to inspire teams to greatness, top-drawer guest experience delivery and his ability to manage in a crisis, I want to talk about Ed Mady’s signed baseballs. As a matter of course, Ed asks many of the people he encounters to sign a baseball for him. or “Sure.”

Brands 113

Brands Hotels Leadership Guest Experience 113

Myra Golden

OCTOBER 11, 2016

Making it hard, rudeness and fighting with customers ruins the customer experience. Using hotels.com as the perfect example, I will walk you through 3 Ways Your Employees Are Killing Your Customer Experience. The hotels.com employees made my experience hard. Customers just want their problems solved.

Hotels 66

Hotels Customer Experience Travel Customers 66

Myra Golden

APRIL 23, 2020

If a remote employee’s next phone call is from an angry, irate customer, can they handle it? 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.

Customer Service 101

Customer Service Course Policies Retail 101

Beyond Philosophy

JULY 6, 2023

The reason why would probably surprise you, but it’s one of those little secrets about why customers buy that they don’t tell you. This experience is an excellent example of the topic I want to cover today: the disproportionate effect that small things can have on a Customer Experience.

Hotels 78

Hotels Fashion Examples Government 78

Beyond Philosophy

MARCH 25, 2019

Your customers are irrational, too. Today we will take a closer look at what irrationality means in a Customer Experience and how it applies to customers’ decision making. Today we will take a closer look at what irrationality means in a Customer Experience and how it applies to customers’ decision making.

CRM 133

CRM B2B B2C Customer Experience Design 133

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

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. Four Strategies for Customer Journey Mapping. I have seen some beautiful customer journey maps in my day.

Customer Journeys 90

Customer Journeys Touchpoint Innovation Customers 90

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

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. The brand lost relevance, customers and ultimately sales.”.

Social Media 100

Social Media Retail Analysis Consulting 100

Myra Golden

APRIL 21, 2021

How a chat agent impressed me, and how your agents can do the same with your customers. I have a complete Chat Support Training course in my Customer Service Class. Take a look at the course outline, and let me help your chat agents. Last week I had an inspiring chat discussion with my new auto insurance company.

Insurance 59

Insurance Chatbots Course Report 59

Myra Golden

MAY 27, 2021

7:40: How do we push the human factor and the psychological side of dealing with the customer, but still looking at the KPIs of the company? 14:31: How do we move the call to closure when we can’t give the customer what they’re asking? MORE CALL CONTROL HELP: Call Control Mini-Course.

Course 111

Course Customers Engagement Customer Service 111

ShepHyken

JULY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. Expertise, empathy, and speed are the top three most important customer service qualities.

Customer Service 65

Customer Service Healthcare Customer Journeys Feedback 65

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.

Customer Service Training 91

Customer Service Training Video Course Training 91

Michelli Experience

JULY 25, 2017

I also opined on the critical role of trust in strengthening the social contract between businesses and customers. As such, I suggested business leaders should take the first step by trusting customers out of respect and gratitude for them. I depict this relationship in the formula: High TRUST = Happy Employees = Happy Customers =.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

CX Journey

DECEMBER 13, 2018

Image courtesy of Pixabay Today I'm pleased to share a guest post by Liliana Petrov of DoingCXRight that is based on her experience hiring CX teams. 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.

Tips 83

Tips Customer Insights Leadership Exercises 83

Storyminers

MARCH 29, 2017

Have you used voice search in your business to improve your customer’s experience yet? It might not seem like much today, but the infrastructure both companies are installing to make this one feature practical for their shared customers will become a capability both can use to create added value in many other situations.

Entertainment 133

Entertainment Course Groups Technology 133

Myra Golden

OCTOBER 11, 2016

Making it hard, rudeness and fighting with customers ruins the customer experience. Using hotels.com as the perfect example, I will walk you through 3 Ways Your Employees Are Killing Your Customer Experience. The hotels.com employees made my experience hard. Customers just want their problems solved.

Hotels 40

Hotels Customer Experience Travel Customers 40

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

Myra Golden

SEPTEMBER 17, 2020

We have to give customers a lot of bad news these days. As a result, we are no longer supporting customers over chat.” ” No one likes to deliver bad news to customers, but providing terrible news is a regular part of business for a lot of us. .” ” (True story). So let’s figure out how to fix that!

How To 116

How To Call Center Course Measurement 116

Beyond Philosophy

AUGUST 8, 2018

These two concepts can help you present your goods or services to customers in ways that influence them to respond the way that you want and drive more value ($$$$) for your organization. Maybe it’s a discount on the product or an extra service for subscription customers. Menu Design Matters to Your Customers’ Choices.

Groups 111

Groups Customers Examples Advertising 111

Myra Golden

JUNE 23, 2020

. ” Like many customer service professionals, Andrea is experiencing what I now call the “COVID-19 Effect.” ” Customers are on edge about their money, whether to wear a mask or not, and from cabin fever. Employees serving customers have pandemic pressures on all sides.

Interaction 87

Interaction Contact Center Course Customer Experience 87

Myra Golden

OCTOBER 20, 2021

People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation. Understand this.

Video 98

Video Course Training Interaction 98

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

Michelli Experience

JULY 27, 2016

I have been involved with Starbucks since 2004, beginning with initial research I conducted for my first of two books about them (The Starbucks Experience). In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment.

Leadership 100

Leadership Course Engagement Employee Experience 100

Myra Golden

NOVEMBER 27, 2017

Questions are a double-edged sword for customer service professionals. You have to ask questions to get to the root of the problem, log issues, and in general, to help customers. Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions. Our customers liked them too.

How To 120

How To Call Center Video Training 120

Myra Golden

MAY 24, 2021

Myra, What if the Customer doesn’t want to hear sorry because they already heard those words multiple times? Question Three 10:24: I do have one question for you – the one main follow-up I received was regarding how to politely interrupt if the customer truly just doesn’t stop speaking. Questions One 1:48: Hi!

How To 72

How To Course Customers Examples 72

Storyminers

MARCH 29, 2017

Have you used voice search in your business to improve your customer’s experience yet? It might not seem like much today, but the infrastructure both companies are installing to make this one feature practical for their shared customers will become a capability both can use to create added value in many other situations.

Entertainment 100

Entertainment Course Groups Technology 100