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. Andrea’s comment made me put down my cup of tea – “I am struggling.

Interaction 87

Interaction Contact Center Course Customer Experience 87

BlueOcean

MARCH 13, 2023

The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? We’ve long been proponents of making transactional customer service low effort, for both customer and contact center. Can AI Handle Complex Customer Care? So let’s get into it.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

CX Journey

NOVEMBER 24, 2015

Think about the last time you called a company's customer service number. I know how painful it can be to call customer service. The following outlines four things that companies need to remember as they design the customer service experience. Did your personalities mesh or clash?

Customer Service 80

Customer Service Call Center Case Study Customers 80

ShepHyken

NOVEMBER 11, 2022

He shares how companies can use QR codes to improve customer service and experience. For instance, QR codes can effectively be implemented in customer service. In this blog post, we will look at some of the most creative ways companies employ QR codes to help customers and provide a matchless customer experience.

Customer Service 64

Customer Service Hotels Social Media Hospitality 64

Kayako

JANUARY 17, 2018

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 experience encompasses the entire end-to-end journey a customer takes.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

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.

Customer Service Representative 59

Customer Service Representative Training Customer Service Course 59

Myra Golden

JULY 1, 2020

Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings*, have had steady growth over the past four years, pay a livable wage, and require skills that can be learned online. Number of job openings posted globally on LinkedIn in 2020.

Customer Service 105

Customer Service Interaction Customers Customer Experience Design 105

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

APRIL 7, 2020

Use Partnering Language to Create Calm and De-escalate Intense Interactions (Especially now, when customers are panicked). When a customer reaches out to you about a problem, they usually don’t think things will be easy. To customers, it’s them against you. There’s a brick wall between you and your customer. “I

Interaction 59

Interaction Tips Resources Customers 59

Myra Golden

OCTOBER 14, 2020

The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction. It Worked on My Husband!)

Customer Service 96

Customer Service Tips Video Interaction 96

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. Train your team to deliver warm, genuine, and caring experiences when customers choose to interact with people.

Social Media 113

Social Media Customer Service Consulting Study 113

Myra Golden

MARCH 18, 2020

If you and your customer service employees are stuck at home like most of us, it can be a fantastic time to jump into the professional development training you’ve been putting off. We have some free and low-cost ways to improve the sound, flow, and feel of your customer interactions. Customer Service, SCORM 1.2-Compliant

Customer Service 59

Customer Service Video Customer Service Training Course 59

Myra Golden

APRIL 8, 2020

Customer Service eLearning to Help Your Employees Speak and Write with Friendliness and Empathy, and to Handle Difficult Customers with More Ease – with Interactive Scenarios, Progress Reports, Knowledge Checks, and SCORM option. Read outlines and sample now.

Customer Service Training 52

Customer Service Training Training Customer Service Report 52

Myra Golden

SEPTEMBER 8, 2018

That’s why today I am giving you two things you (or your employees) can do to make chat interactions flow like friendly face-to-face conversations. Write the way you’d talk if you were on the phone with your customer. On the phone, you’d probably speak in short sentences, and you’d pause to let the customer respond.

Interaction 61

Interaction Tips Communication Customer Experience 61

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. Train your team to deliver warm, genuine, and caring experiences when customers choose to interact with people.

Social Media 100

Social Media Customer Service Consulting Study 100

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. Proactive, positive customer experiences can prevent customer service issues.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Myra Golden

JUNE 25, 2018

Too many hiring managers focus on candidates’ work history when filling customer service roles. They get excited when they read that the candidate has six-plus years working in customer service. But past work in customer service is not a reliable indicator of future success in serving your customers.

Customer Service 94

Customer Service Policies Examples Meeting 94

CSM Magazine

FEBRUARY 20, 2018

Here are five ways AI harnesses the power to revolutionize the customer experience: Delivers proactive customer experiences. As organizations accumulate more data on customers, predictive accuracy will increase and deliver proactive customer service that anticipates and acts prior to an issue arising.

Customer Service 40

Customer Service Contact Center Training Call Center 40

Storyminers

JANUARY 26, 2015

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

Meeting 100

Meeting Customer Experience Design CRM Strategy 100

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.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Michelli Experience

FEBRUARY 7, 2017

It involved a drive-thru interaction between a team of Dutch Bros baristas and a customer who was having a difficult day shortly after the loss of her husband. One moment from that interaction was captured on a mobile phone by another customer and the picture went viral.

Customer Service 100

Customer Service Customers Interaction Meeting 100

Myra Golden

JULY 29, 2019

Listen to some calls from your customer service team and choose the best two or three, and play a portion of these extraordinary calls in your next employee meeting. You could also pick some of the best chat or email interactions to share.) Look for ways to bring your team together outside of work. Highlight What They Do Well.

Customer Service 61

Customer Service Call Center Tips Meeting 61

Michelli Experience

SEPTEMBER 5, 2017

Relevance to Customer Experience Design. Implicit biases mean life or death in healthcare and they likely also have a meaningful impact on your customers. As a customer experience designer, I’ve been blessed to work with many Fortune 500 companies who are rich with talented “design thinkers.”

Customer Experience Design 127

Customer Experience Design Hospitality User Experience Healthcare 127

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. Our training is interactive. We show our three best features in this short video.

Customer Service Training 45

Customer Service Training Training Customer Service Video 45

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers? Giving Customers a Sense of Control.

Self Service 91

Self Service Guidelines Customers Knowledge Base 91

Myra Golden

MARCH 6, 2017

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? For example, a customer service agent could say, “I ordered that exact same duffle for my daughter.

Customer Service 45

Customer Service Government Connections Customers 45

Myra Golden

JULY 10, 2019

All of my customer service workshops begin with what I call a Discovery Discussion – a video conference where I discover the problem my client needs me to solve. For my utility client, the discussion showed the most pressing issue was that Representatives didn’t know how to keep interactions focused and productive.

Tips 68

Tips Customer Service Industry Conference 68

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

Remarkable Tools for CX Research Methods for CX Research Tips to Effectively Do a Successful CX Research Final Thoughts What is Customer Experience Research? If the business world were a stage, customer experience research would be the director. Assesses the overall customer-company relationship.

Customer Experience 52

Customer Experience Net Promoter Score Effort Score Loyalty 52

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.

Customer Service 49

Customer Service Social Media Culture Feedback 49

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

Beyond Philosophy

SEPTEMBER 19, 2019

Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 Joanne Causon, CEO of the Institute of Customer Service , joined me on our podcast about this downward trend in Customer Satisfaction. It’s a Cultural Thing. .

Customer Satisfaction 113

Customer Satisfaction Effort Score Customers Trends 113

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

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

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.

Brands 113

Brands Hotels Leadership Guest Experience 113

Myra Golden

MAY 5, 2021

The most comprehensive training for bringing down the temperature in interactions, redirecting conversations, and getting angry customers to back down.

Training 59

Training Interaction Customers Customer Service 59

Myra Golden

JULY 2, 2019

For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. 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