Myra Golden

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. Instructions: Read the following silently and once everyone in your group has read the Blue Apron response, discuss the questions at the bottom of this page.

Training 53

Training Customer Service Exercises Travel 53

Experience Investigators by 360Connext

NOVEMBER 2, 2021

We develop personas for specific activities around customer experience management. They are extremely useful when it comes to: Customer Journey Mapping. Customer Service Blueprinting. Designing customer feedback strategies. Prioritizing improvements along the customer journey. Let me know.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club.

Customer Service 40

Customer Service How To Customer Service Training Training 40

Myra Golden

DECEMBER 19, 2017

Last week I delivered a customer service training session where part of our focus was moving employees out of an attitude of personalization to an emphasis on finding a win-win solutions for problems. One of the ways I tackled this issue was through small group discussion. The small group brainstorm was powerful.

Customer Service Representative 45

Customer Service Representative Customer Service Customer Service Training Groups 45

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. Here is the truth from the trenches… .

Airlines 100

Airlines Travel How To Customer Experience Design 100

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.

Social Media 98

Social Media Brands Loyalty Marketing 98

Kustomer

MARCH 23, 2022

Recent research carried out by Kantar found friends and family to be the most trusted source of recommendations in all age groups. In this post, we’ll be looking at how you can take advantage of this by leveraging the brand advocacy potential of your most loyal customers , who we’ll refer to as brand ambassadors throughout.

Brands 98

Brands Social Media Loyalty Omni-Channel 98

Beyond Philosophy

OCTOBER 25, 2018

It could also be because they don’t care. ? Transactional: These organizations treat customers like transactions, something to process. Enlightened: These companies know you need a holistic view and understand how the emotional aspects of an experience are crucial to include and manage in your Customer Experience design.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

Michelli Experience

JANUARY 12, 2016

It’s an occupational hazard of keynoting, consulting, and writing about customer service that my friends and family feel compelled to share all of their customer service nightmare stories. In essence those who board in the A group have more seat choices than those who board in the B or worse yet — the C group.

Travel 100

Travel Airlines Hospitality Groups 100

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.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

SurveySparrow

JULY 24, 2023

Many studies show that 58% of American consumers would switch companies after a negative customer service experience. A positive customer experience, on the other hand, fosters brand loyalty and increases the likelihood of repeat business. Focus Groups : These allow a deep dive into customer thoughts and feelings.

Customer Experience 52

Customer Experience Net Promoter Score Effort Score Loyalty 52

Myra Golden

APRIL 11, 2023

This could involve training on product knowledge, customer service skills, and communication techniques. My Customer Service Master Class might be a good fit for training on soft skills. Learn more about Customer Service Master Class.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

Myra Golden

APRIL 26, 2018

Typically, I only deliver training on customer service, but my client had a special request. So I designed a unique Team-building Customer Service event built around a 12-foot pole. And I told my group of 13 people that their task was to merely lower the stick to the floor. It sounds simple.

Exercises 63

Exercises Groups Training Communication 63

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.

B2B 98

B2B Customer Experience Roadmap Culture 98

ReviewTrackers

MAY 8, 2017

This is why more and more businesses are investing in customer experience, learning and applying industry best practices, and developing strategies in customer experience management. For more on CX: “ Customer Experience Definition — and How CX Differs from Customer Service”.

Conference 50

Conference Omni-Channel Customer Journeys Customer Experience 50

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. Coaching Customer Service Agents for Individual Growth.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Storyminers

JULY 29, 2016

As that can be a tall order, we have created a proprietary model called “Customer Loyalty 3.0” Utilizing ratings and reviews as a B2C brand is a valuable business and marketing solution and is also an incredibly important means of boosting customer satisfaction. Customer Service Speaker and Author. Adam Toporek.

B2C 124

B2C Customer Retention Strategy Brands 124

Myra Golden

JUNE 13, 2017

She took the time to listen to our needs and created workshops that combined her expert knowledge with the specific customer-service ethos we want ingrained in our employees. . Her personal stories and experiences were insightful and valuable. • Amy Spence, Training Service Manager, West Education Group.

Training 55

Training Groups Meeting Engagement 55

Michelli Experience

AUGUST 31, 2016

DRU the drone has been testing pizza deliveries in New Zealand – a country with legislation favoring commercial drone deliveries.

Technology 189

Technology Travel Innovation Study 189

Customer Bliss

OCTOBER 24, 2017

One of the biggest themes of this episode is the importance of using Human-Centered Design methods to transform the customer experience for internal and external stakeholders. Of course, with therapy, there’s a lot of analysis and breaking down of data in order to make improvements through gradual steps.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

Michelli Experience

APRIL 14, 2017

The technologists tell brands: We can detect if your customers are experiencing Joy, Sadness, and Fear. Unfortunately, neither group provides the answer to the fundamental question: Which actions lead to a positive emotional experience? These emotions lead to loyalty, advocacy, and love. As you can see, there is a disconnect!

Analysis 223

Analysis Feedback Effort Score NPS 223

Myra Golden

APRIL 15, 2017

She took the time to listen to our needs and created workshops that combined her expert knowledge with the specific customer-service ethos we want ingrained in our employees. . Her personal stories and experiences were insightful and valuable. • Amy Spence, Training Service Manager, West Education Group.

Training 58

Training Groups Meeting Interaction 58

Storyminers

DECEMBER 22, 2017

Implementing the insight from research into your Customer Experience strategy and acting accordingly is a different story. Employee engagement and customer obsession across all departments. Engaged employees are the fundamental building block of great customer experience. That will increase engagement as well.

Customer Experience 138

Customer Experience Self Service Multi-Channel Customers 138

Myra Golden

APRIL 10, 2017

The second meeting was a task force to look for ways to increase customer loyalty. George was a bright, energetic, proactive frontline customer service representative. At 2:30 I have a customer loyalty task force meeting. I had a small group of 15 and our large call center could handle calls while we had meetings.)

Call Center 73

Call Center Management Exercises Meeting 73

Michelli Experience

APRIL 18, 2017

When I book on Southwest, I know I can’t get in the A boarding group unless I pay for it or unless I am a frequent flyer with them. That said, we as consumer’s, have to realize we can’t have it all unless we are willing to pay a “have it all” price.

Airlines 230

Airlines Travel Transportation Customer Centricity 230

Myra Golden

SEPTEMBER 13, 2016

At times I felt like the customer was made to feel stupid. It was like the customer was asking dumb questions. This customer service group doesn’t need anything from Zappos. Is Your Company In Need of a Customer Service Intervention? . Check out my Customer Service eLearning.

Culture 56

Culture Hotels Training Contact Center 56

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.” In the end, one term captures all of these groups – they are PEOPLE!

Employee Engagement 100

Employee Engagement Engagement Culture Connections 100

Myra Golden

AUGUST 29, 2019

Acknowledge how your customer feels by linking the communication chain. I’m in a family group text, and last week someone in my family text targeted me with spicey words about a situation that was based on an assumption. Taken from my Customer Service eLearning ). I broke it. The Communication Chain is this.

Video 71

Video Communication Training Customers 71

Michelli Experience

FEBRUARY 10, 2016

A few good questions which provide actionable quantitative and qualitative data are a springboard for immediately responding to the needs of individual customers, improving broken processes (which will improve the experiences for large groups of customers), and innovating breakthrough products and services.

Feedback 100

Feedback Consulting Customers Innovation 100

Michelli Experience

JANUARY 19, 2016

In addition to my S, D and I view of Millennials, research shows they are EXPERIENCE SEEKERS. According to the Boston Consulting Group, 72% of Millennials report that they prefer EXPERIENCES over products. Today, knowledge lives at the tips of our fingers.

Consulting 100

Consulting Advertising Loyalty Engagement 100

Michelli Experience

MARCH 2, 2016

1) Know What Target Customers Value – Like most aspects of business, success in loyalty program creation begins with listening. You have to know what your target customer groups want in order to set-up an effective reward structure. 2) Drive Profitability – Every customer should be treated caringly and with respect.

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs How To 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. Coach your service team strategically.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Myra Golden

SEPTEMBER 13, 2016

At times I felt like the customer was made to feel stupid. It was like the customer was asking dumb questions. This customer service group doesn’t need anything from Zappos. Is Your Company In Need of a Customer Service Intervention? . Check out my Customer Service eLearning.

Culture 40

Culture Hotels Training Contact Center 40

Myra Golden

NOVEMBER 7, 2016

Years ago I asked participants in one of my Verbal Aikido workshops (aka handling difficult customers) to share the best responses they had successfully used in response to a customer who was yelling or cursing. This video reveals the top 7 responses from this bright group of customer service professionals.

Sports 45

Sports Hotels Video Banking 45

Michelli Experience

MARCH 11, 2016

Find out how group texting is assisting the shift to mobile-based loyalty programs. Modern consumers are actively agreeing upon loyalty program participation, and companies able to host such programs are experiencing immense growth. Check out Cafe Rouge Express running a mobile loyalty campaign: Image credit: rippll.co.

Technology 100

Technology Company Marketing Loyalty Programs 100

Michelli Experience

APRIL 14, 2017

The technologists tell brands: We can detect if your customers are experiencing Joy, Sadness, and Fear. Unfortunately, neither group provides the answer to the fundamental question: Which actions lead to a positive emotional experience? These emotions lead to loyalty, advocacy, and love. As you can see, there is a disconnect!

Analysis 100

Analysis Feedback Effort Score NPS 100

Myra Golden

NOVEMBER 15, 2016

N o matter what your product or service is or what business you’re in, your employees will have to deal with difficult customers. So that’s why I’m sharing these tactics… to show you a fast and easy new way your employees can create calm and regain control with difficult customers. I was on to something and I knew it.

Call Center 76

Call Center Training Video How To 76