Storyminers

JANUARY 26, 2015

They used the then-new tech to operate more efficiently and … Continue reading → Blog Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Experience Design Instructions Service Design Strategy articles business strategy customer experience customer service Experience Designer service (..)

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Meeting Customer Experience Design CRM Strategy 100

Michelli Experience

DECEMBER 13, 2017

But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

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CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.

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Customer Service Strategies Meeting Strategy Customer Service 40

Michelli Experience

DECEMBER 13, 2017

But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

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Social Media Customer Service Consulting Study 100

Michelli Experience

SEPTEMBER 15, 2016

Thought leaders like Daniel Pink have provided insightful analysis of research showing three key drivers of human behavior: Purpose. Autonomy, and.

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Engagement Entertainment Conference Analysis 100

Michelli Experience

MARCH 9, 2016

There are few things more important about leadership than developing and growing talent.

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Myra Golden

JANUARY 8, 2018

Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. Custom website and branding. John Hancock said, “The thing that struck me about Myra Golden’s eLearning modules was how engaging they were. We show our three best features in this short video.

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Myra Golden

MAY 7, 2020

Here are some engagement ideas I’m hearing from people in my virtual workshops. Get creative to make virtual meetings engaging and fun. They need contact, connection, and communication – and the break from serving customers. Make sure you get employees off the phones and chat dashboards at least once weekly. They need to exhale.

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Customer Service Tips Meeting Video 71

Vonage

SEPTEMBER 29, 2015

60% of organisations don’t use the programme for customer experience design (such as asking better questions, following-up with customers and knowing when is best to follow up). Two thirds of all VoC programmes don’t have an engaged front-line, meaning they stay at the top level. It’s nothing more, nothing less.

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Customer Experience Strategy Engagement Customers 120

Kustomer

MARCH 23, 2022

This will allow you to see what your most valued customers are browsing for and offer relevant products and offers. Retaining and Engaging Customers. If customers like your brand, they’re more likely to subscribe to a mailing list. As most marketing now happens digitally, a good place to begin is web design.

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Brands Social Media Loyalty Omni-Channel 98

Michelli Experience

MARCH 25, 2016

If a video can’t entertain, then why can’t it inform simultaneously—specifically in the realm of customer service? Videos are very efficient in dispensing valuable information that would help the customer base enjoy and possibly encourage more transactions. So why not publish a video that addresses their needs?

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Video Entertainment Customer Service Social Media 100

Myra Golden

JANUARY 10, 2017

Learning Designer, Customer Care, Walmart eCommerce. Watch this short overview video to learn more Myra’s customer service eLearning. Walmart called Myra’s eLearning the “ the gold standard ” and John Hancock said , “ The first thing that struck us was how engaging each module was….you .” .

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Training Customer Service Ecommerce Customer Care 40

Myra Golden

JANUARY 10, 2017

Learning Designer, Customer Care, Walmart eCommerce. Watch this short overview video to learn more about Myra’s customer service eLearning. Walmart called Myra’s eLearning the “ the gold standard ” and John Hancock said , “ The first thing that struck us was how engaging each module was….you

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Training Customer Service Ecommerce Customer Care 40

Michelli Experience

FEBRUARY 7, 2017

I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them.

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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.

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Myra Golden

MARCH 6, 2017

led to rapport-building conversation and such a friendly and unique experience for me. He made me feel completely comfortable with my many customizations. And he gave me an engaging and genuine interaction. Are your people adding value to your company through their interactions with customers? The man was friendly.

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Customer Service Government Connections Customers 45

Myra Golden

MAY 30, 2018

One of the most significant challenges facing companies today is attracting and retaining right-fit front line customer service professionals. When I work with companies on finding, hiring, and retaining the best customer service employees, I focus on three things. Millennials now make up about 50% of the workforce.

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Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

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Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service.

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Management Leadership Conference Examples 78

Storyminers

MAY 21, 2020

He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement. Interview: Why marketing should be the orchestrator of customer experience design.

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Culture Voice of Customer Fashion Strategy 147

Beyond Philosophy

OCTOBER 25, 2018

Our clients will also talk about putting customers first, but when push comes to shove, and we start to talk about customer-centricity, we discover that they don’t really. Customer-centricity Is Easy to Say and Hard to Do. These critical aspects are how the customer feels during the experience.

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Customer Centricity Culture Customers Customer Experience 245

Kustomer

APRIL 21, 2022

It’s widely known that some of the best growth comes from word of mouth marketing, which naturally occurs when customers suggest your products to others in their close circles. In this episode of the Customer Service Secrets Podcast, Gabe Larsen divulges the secrets to turning customers into brand ambassadors for optimal growth.

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Storyminers

JULY 29, 2018

That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein, who caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement.

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Culture Voice of Customer Fashion Customer Experience Design 113

Michelli Experience

JULY 25, 2017

In support of my formula, Neil Davey, the managing editor of mycustomer.com recently cited David Ulrich’s research on the value chain of trusting and engaging employees. By contrast, employee distrust, disengagement, and neglect for development create the environment for most customer complaints. Trust, Engagement, and You.

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ECXO

MARCH 21, 2023

The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers.

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B2B Customer Experience Roadmap Culture 98

Myra Golden

MAY 27, 2021

Yesterday I held a live Q & A on YouTube, and it was engaging, educational, and energizing! 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. Full Call Control Course (Inside Customer Service Master Class).

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Course Customers Engagement Customer Service 111

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

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Customer Experience Comparison Study Customer Service Training 223

Storyminers

DECEMBER 22, 2017

Implementing the insight from research into your Customer Experience strategy and acting accordingly is a different story. By creating a condition alert, fast, tactical follow-up actions can be achieved and target-setting encourages employees to become more engaged and in turn, increase productivity.

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Michelli Experience

FEBRUARY 17, 2016

My job was to “improve customer service by deploying employee scripts.”. Given my naivete, I took to my task by researching the best available customer service programs. Generally speaking customer service scripts are less effective than desired. The word assist is a far more engaging and elevated word.

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Policies Customer Service Engagement Training 100

Myra Golden

AUGUST 6, 2021

Take a look inside my Customer Service Class and see how I engage learners and customize training to your precise situations. Did you know that students in my Customer Service Master Class have to submit assignments and that I grade them? Take a look at my Customer Service Master Class.

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Michelli Experience

OCTOBER 12, 2016

I’ve been doing customer experience design for a long, long time. In the old days, I would have read about some intriguing customer innovation and assumed that the attempted breakthrough was crafted on a firm foundation of customer listening and data analysis.

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Airlines Travel How To Customer Experience Design 100

Beyond Philosophy

OCTOBER 14, 2014

Warn Customers of the dangers they face and encourage them to keep their data safe through strong passwords. Listen to your customers and engage with them. Superior Customer Experiences require a two-way dialogue with your Customers. Customer Experiences are a catalyst for Customer trust and loyalty.

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Net Promoter Score Data CEM Customer Retention 102

Michelli Experience

AUGUST 10, 2016

HOWEVER, service does not mean customers should be given the power to ABUSE those that serve them. It is one thing to be customer-centric (striving to build customer loyalty by helping your people, processes, and technology deliver customer engagement) and quite another thing to let your people become customer doormats.

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Leadership Hotels Loyalty Customer Centricity 100

Storyminers

JULY 29, 2018

He recently caught up with CMO to discuss the ongoing challenges many marketing leaders and their brands are facing when coping with the rapid organisational change presented by digital disruption and next-generation customer engagement. Interview: Why marketing should be the orchestrator of customer experience design.

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Culture Voice of Customer Fashion Strategy 100

CX Journey

APRIL 21, 2015

Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience design efforts, employees are still forgotten.

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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. Customer loyalty is a function of customers’ memories. What emotions are you trying to evoke?

Net Promoter Score 153

Net Promoter Score Brands Connections Customers 153

Michelli Experience

NOVEMBER 14, 2017

That’s the power of customer experience design resulting in a “signature moment” that enhanced the Dairy Queen Fan Experience. As I worked with Garbanzo’s first CEO Alon Mor and his team in the early days of their brand development, the focus was not on the product handoff but the arrival experience.

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