Lumoa

JUNE 9, 2020

Just as with customer experience in every other business segment, eCommerce customer experience is growing increasingly important in our current economic climate. A clear CX strategy will help you stand out from the big crowd and ensure customers don’t churn because of ineffective purchase processes and bad experiences.

Ecommerce 208

Ecommerce Customer Experience Customer Journeys Feedback 208

GetFeedback

JULY 19, 2019

In life, each of us interacts with people who think we’re the greatest thing ever or the least impressive thing they’ve ever seen. In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions. I believe that.

Data 262

Data How To Social Media Effort Score 262

Myra Golden

JUNE 18, 2021

Here’s our week eight video training. I loved every minute of this interactive training project! Download the cheat sheet I talk about in the video. Learn about my customized 30-minute video training for your team, shot from my broadcast studio in Tulsa.

Training 105

Training Management Video Interaction 105

Myra Golden

MAY 1, 2018

I just got off of a productive and inspiring video conference with a new client. I’ll spend this afternoon, and much of this week developing a fully customized training class for this company. When I sit down to create a custom course for my clients, the first question I ask is, “What’s your biggest problem with customer interactions?”

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Interaction Training Conference Video 49

Michelli Experience

JULY 10, 2018

In last week’s blog , I talked about how customer journey mapping has gained widespread acceptance and how to get maximum value out of efforts to depict perceptions of customers across interactions with your brand. When it comes to customer journey mapping, one size certainly doesn’t fit all. .

Customer Journeys 100

Customer Journeys Travel Hotels Customers 100

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

CX Journey

JUNE 6, 2018

Image courtesy of Pixabay Now there's a crazy statement to make during a customer experience design session. Sadly, there is no shortage of stories about customers being treated badly, even inhumanely. And we are all customers! Do we forget that we’re customers, too? Research your customers.

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Customer Experience Design Exercises Culture Leadership 150

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

Kustomer

MARCH 23, 2022

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. A brand ambassador is someone who promotes your product or service in their interactions with other people via relevant communication channels.

Brands 98

Brands Social Media Loyalty Omni-Channel 98

Michelli Experience

NOVEMBER 1, 2016

In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand.

Connections 100

Connections Social Media Video Customer Experience Design 100

Myra Golden

MAY 7, 2021

A participant in a workshop this week asked, “Should I tell the customer to have a good day after I’ve just given them bad news?” While we want the customer to have a good day indeed, and we want to follow the company call framework, we need to be genuine. ” SMART question! Sign-up.

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Video Connections Interaction Customers 75

Myra Golden

AUGUST 21, 2020

COVID-19 is making customers more hostile, and you need a strategy for quickly containing the situation and de-escalating the interaction. The 3R Method is battleground tested and easy to use – ideal for when you have to give bad news, enforce a mask requirement, or get an angry customer to calm down and listen to you.

Tips 105

Tips Video Interaction Strategy 105

Myra Golden

SEPTEMBER 16, 2020

COVID-19 makes customers more demanding. And the pandemic impacts customer service representatives, too! Empathy can help you regain control of interactions and get angry customers to calm down and listen to you. But what level of empathy is appropriate for customer service?

Customer Service Representative 59

Customer Service Representative Video Tips Interaction 59

Myra Golden

JANUARY 13, 2021

” Customers escalate in chat and email interactions intensely! Yes, my tactics for bringing down the temperature in conversations with customers wok in written communications. I answer the question and give three tips for de-escalating in chat and email in the video below. Any advice is appreciated.”

How To 101

How To Tips Video Interaction 101

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

FEBRUARY 7, 2019

Whether you're new to CX or looking to expand your current knowledge, it is important to learn about what, when, and how to develop personas so that you can serve your customers better. Let’s begin by defining: What is a Customer Persona? Customer Personas are Not. customer locations). customer locations).

Customer Journeys 107

Customer Journeys Video Course Touchpoint 107

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. YouTube Short Customer Service Videos.

Customer Service 59

Customer Service Video Customer Service Training Course 59

CX Journey

APRIL 25, 2018

Customers are yearning for better experiences. But what are you doing to design a better experience? How do you know what your customers’ expectations are? Are you listening to customers? Are you mapping their experiences? It appeared in their November 28, 2017, issue. It has been slightly modified.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

Michelli Experience

JANUARY 17, 2017

Over the years, as a customer experience consultant, I’ve increasingly become a student of “game theory” and of the “gaming industry.” As you likely know “game theory” is a branch of mathematics that postulates how people interact with one another to get their respective needs met (either in competitive or non-competitive ways).

Customer Experience 100

Customer Experience Gamification Banking Sports 100

ShepHyken

NOVEMBER 11, 2022

He shares how companies can use QR codes to improve customer service and experience. QR codes are commonly used for payments and advertisements and are effortlessly offering a contactless solution to customers. For instance, QR codes can effectively be implemented in customer service. Continue reading to learn more. .

Customer Service 64

Customer Service Hotels Social Media Hospitality 64

CSM Magazine

SEPTEMBER 13, 2021

Ventrica the fast-growth multilingual customer service specialist is expanding into Jamaica with the launch of its new operation in Montego Bay. The new site opened this week is designed to support Ventrica clients in the US, UK and European markets requiring lower cost but high-quality English language customer service support.

Transportation 52

Transportation Fashion Ecommerce Hospitality 52

Myra Golden

JANUARY 23, 2018

But never have I dared to cuss at a person in a customer service role. And I get rather upset about lousy customer service and still manage to talk nicely to people about any issues I encounter. Some people cuss, and yell and make threats when they are angry about customer service. This is not okay. “I’m sorry.

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Course Video How To Customers 84

Myra Golden

JUNE 24, 2019

The idea is to insert a personal tone so you can build rapport and even delight customers. I have my clients do four things in chat interactions to make them more human. Acknowledge customer concern, meaning speak to your customer’s pain point, “I realize this has been frustrating for you.” ” 3.

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Video Tips Interaction Training 77

Truthlab

APRIL 8, 2019

The User Perception, Cognition & Interaction (UPCI) lab at the University of Southern Indiana (USI) is known for its unique approach to research and their latest project or Escalade Sports’ e-commerce website is no exception. Escalade Sports’ wanted to know how the updates to their e-commerce website impacted customer’s experience.

Customer Experience 63

Customer Experience Sports Study Video 63

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

Truthlab

FEBRUARY 28, 2018

Reading Time: 2 minutes Watch our Video on Digital Transformation & The Customer Experience or Read below for the full Transcript of the interview: Chris: What does customer experience mean to you? The post Vlog Series Part 1: Digital Transformation & The Customer Experience appeared first on truthlab.

Customer Experience 54

Customer Experience Video Customers Interaction 54

Myra Golden

DECEMBER 8, 2019

And second, I want zero customer frustration. That means, customers shouldn’t have to escalate to get help, they shouldn’t have to move to a call or email, and delays should be minimal. Here are four things I insist upon when I implement a chat support channel with my customers. customers love quick screen recordings.

Contact Center 92

Contact Center Banking Training Consulting 92

Myra Golden

SEPTEMBER 8, 2017

Let upset customers vent for a few seconds. And while customers vent, offer simple reassurances, like “Um hmm” or “I see.”. Use “dead air” space on calls to explain to customers what you’re doing or to make small talk. Never say anything to a customer that you wouldn’t say to your mother. Seek out customer contact.

Customer Experience 83

Customer Experience Social Media Video Customers 83

Myra Golden

MARCH 24, 2020

This week I’ve been working remotely to help my clients redirect intense interactions, regain control, and restore customer confidence in these uncertain times. Today I’m sharing with you the guidance I’m giving my clients right now, in these intense times with customers. Acknowledge How Hard Things Are For Your Customer.

Video 63

Video Interaction Training Customer Confidence 63

Myra Golden

SEPTEMBER 24, 2018

His assumption led to me having a very poor customer experience. In my customer service workshops, I teach your employees how not to make assumptions, and I explain this concept in an unforgettable way. I show this short video called “The Cookie Thief.”. And it’s easy using this short video.

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Video How To Tips Customer Experience 68

Myra Golden

JUNE 5, 2018

Before I wrap things up in my office today and prepare for tomorrow’s early flight, I’m sharing with you three things you can do to pre-empt an escalation with a customer. A point of upset for a lot of their customers is when customers discover that the damage to their furniture is not covered under warranty. Don’t Push.

Video 69

Video Conference Policies Brands 69

Myra Golden

AUGUST 29, 2019

You already know it’s best to not say words like “Unfortunately,” or a hard “no,” and you probably even know that you need to let angry customers vent for at least a few seconds, but there are some other things you should know before trying to get customers to accept your word as final, especially when you have to give customers bad news.

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Video Communication Training Customers 71

Myra Golden

AUGUST 27, 2018

For all of my customer service workshops, I like to 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. We have a short video in my customer service eLearning suite that shows you how to use two super-easy techniques to build rapport over the phone.

Tips 51

Tips Video Training Meeting 51

Myra Golden

JANUARY 8, 2018

Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. We show our three best features in this short video. Custom website and branding. Our training is interactive.

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Customer Service Training Training Customer Service Video 45

Storyminers

FEBRUARY 9, 2016

Most vendors I spoke with at this year’s show justified the existence of their product(s) with claims about how it improved the customer experience, saved money, and made business more efficient and/or more profitable. Retailers are acting on the notion that customers’ needs are different from their own. The winners?

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Retail Omni-Channel Software Video 124

Kustomer

APRIL 21, 2022

Listen and subscribe to our podcast: Have you ever considered the importance of turning customers into forever fans, a.k.a 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. brand ambassadors?

Social Media 98

Social Media Brands Loyalty Marketing 98

Myra Golden

AUGUST 3, 2018

Last week I worked with a fantastic new client in Cleveland on the chat customer experience. My hope is that my takeaways might help my customer as they prepare to go live with chat in just a few weeks. My hope is that my takeaways might help my customer as they prepare to go live with chat in just a few weeks.

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Video Training Examples How To 53