Myra Golden

FEBRUARY 16, 2018

Your interactions with customers who have experienced a problem need to be structured in such a way that you restore the customer’s confidence in your company, and you regain their goodwill. You can do this in just three steps, whether you’re talking to your customer over email, chat, text or social media.

Social Media 61

Social Media Airlines Software Interaction 61

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. Customer Loyalty and Personalization. To create loyal customers, you need more than just a good product. Source: kantar.turtl.co.

Brands 98

Brands Social Media Loyalty Omni-Channel 98

Storyminers

SEPTEMBER 11, 2020

Mike Wittenstein is the founder of StoryMiners, one of the world’s first customer experience design consultancies. The company is renowned for its ability to hone into the core values of a company and translate them into captivating experiences, enabling their clients to reach their full potential.

Case Study 147

Case Study CRM Study Customer Experience 147

Beyond Philosophy

FEBRUARY 6, 2021

Behavioral science and the scientists that use it will tell you that understanding the “why” of what customers do has become table stakes in some industries today. got her doctorate at Stanford University, and after a stint at the University of Hawaii and then Apple, she now works in Silicon Valley at a social media giant.

Financial 193

Financial Social Media Consulting Customer Experience Design 193

Customer Bliss

MAY 19, 2016

because of CX Week , where I had the pleasure of speaking with Mark Ramsey of Audi about their customer experience transformation. I did want to create a quick blog post about customer experience competencies, however. Here’s the essential overview: Customer experience work is often tremendously reactionary.

Customer Experience 171

Customer Experience Social Media Leadership Feedback 171

Storyminers

JANUARY 21, 2015

With the launch of Private Vegas, Patterson isn’t just creating a reading experience for consumers, he’s creating real-world, … Continue reading → Blog Customer Engagement Strategy Experience Design analysis Customer Experience Design james patterson mike wittenstein opinion reader experience social media strategy thrill'

Social Media 100

Social Media Customer Experience Design Analysis Customer Engagement 100

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

Michelli Experience

JUNE 28, 2016

As I help business leaders deliver branded customer experiences, I often start with the premise that brands are nothing more than what people say about us when we’re not around. From there, I work with leaders to determine what they want to be known for and what they want to hear their customers say about them.

Brands 185

Brands Social Media Financial Analysis 185

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

Beyond Philosophy

MAY 31, 2019

Uncertainty influences a lot of our customer behavior. We discussed some of the psychological theories behind our need to placate uncertainty as customers in a recent podcast. One of the most worthwhile for us to talk about is Prospect Theory and its implications for customer behavior. The second part is Probability Estimation.

Customer Experience 127

Customer Experience Social Media Insurance Customers 127

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

SurveySparrow

JULY 24, 2023

It often boils down to one thing: understanding the customer’s experience. The heart of CX is about making your customers’ lives easier and growing your business much faster. In that spirit, let’s dive deep into the world of customer experience research, a field that’s reshaping the future of business.

Customer Experience 52

Customer Experience Net Promoter Score Effort Score Loyalty 52

Michelli Experience

AUGUST 15, 2017

Your Customer Experience Defined. From my perspective, your customer experience is the sum of perceptions consumers have about your brand based on their interactions with you. Many social media posts emphasized that TIKI® did NOT need to issue the statement as people understood they were not supporting the action.

Social Media 113

Social Media Consulting Brands Customers 113

Comm100

AUGUST 1, 2018

The picks on this month’s series of best CX Posts cover a wide variety of topics focused mostly on the future of customer experience and the trends that are shaking up the industry. This article highlights that customer service is not reserved for those on the frontline and is only a complete process when all levels take part.

Customer Experience 102

Customer Experience Policies Social Media Effort Score 102

Storyminers

JULY 29, 2016

There always seems to be a new product, service, or experience within reach of a brand’s current customer. And as we all know, replacing an existing customer costs 7 times more than retaining them. So how do you ensure your brand is retaining its precious customer base? VP of Customer Experience, Compellon.

B2C 124

B2C Customer Retention Strategy Brands 124

Michelli Experience

MARCH 20, 2018

As such, seeing the store near my home emblazoned with “Store Closing” and “Everything Must Go” signage gave me pause to realize that the lifecycle of Toys “R” Us is a cautionary tale for the importance of customer experience relevance. The brand lost relevance, customers and ultimately sales.”. Brand Growth Factors.

Social Media 100

Social Media Retail Analysis Consulting 100

Michelli Experience

DECEMBER 6, 2016

I’ll admit it, as a customer experience consultant I have a tendency to see improving customer experience as a cure for all business ills. Clearly, a bevy of mounting research does indicate your company’s’ future is linked to the consistent delivery of a differentiated customer experience.

Customer Experience 100

Customer Experience Social Media Mobile Customer Service Consulting 100

Michelli Experience

MARCH 25, 2016

Living in the information age where there’s YouTube, from which hours are consumed for entertainment, as well as different social media platforms like Facebook and Twitter—everything has evolved to accommodate a more visual and tech-savvy generation. It helps potential customers warm up to a product.

Video 100

Video Entertainment Customer Service Social Media 100

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

Michelli Experience

MAY 30, 2017

The progression of the Internet, mobile technology, social networking and social media is fundamentally reshaping the way we interact with our core customers and members. Like most choices in business and in life, sales decisions for the future won’t be whether to engage customers online vs. offline.

Customer Experience 113

Customer Experience Retail Social Media Trends 113

Michelli Experience

MAY 2, 2017

Great customer experience brands are constantly tracking macro-changes in consumer behavior and trying to determine if an emerging trend is simply a fad (hot for the short run but soon to fizzle) or a meaningful pattern worthy of infrastructure investment. Are these customer experience fads? So what do you think?

Trends 113

Trends Fashion Customer Experience Social Media 113

Storyminers

MARCH 26, 2018

Since our founding as a customer experience design consultancy in 2002, StoryMiners has helped over 500 clients on 700+ projects in over 20 countries (and in 4 languages). The customer satisfaction needles are changing direction. How We Reinvented Our Own CX. So, we opened up a project file and got to work! Is it working?

Social Media 100

Social Media CRM Customer Experience Design Communication 100

Grade.us

MAY 23, 2018

Customers are likely to spend 31% more on a business with “excellent” reviews. The #SmallThanks initiative makes it possible for Google-listed businesses to create social media images, videos, and other offline marketing materials featuring customer reviews. Encouraging reviews is an ongoing process.

Marketing 48

Marketing Social Media How To Tools 48

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. Social Presence. Hiring for motivational fit. Motivational Fit.

Customer Service 49

Customer Service Social Media Culture Feedback 49

Michelli Experience

MARCH 11, 2016

Media-centric advertisements, immersive SMS and dynamic social media environments are to be expected. Now, text requests, mobile voting systems, augmented reality, social media chat and in-store pick-up options are mainstream mobile features. In 2016, mobile marketing will be a must-have by many businesses.

Technology 100

Technology Company Marketing Loyalty Programs 100

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

How To 40

How To Customer Service Training Video Training 40

Myra Golden

OCTOBER 26, 2016

Thanks to the Internet and social media, customers are more savvy now than ever before. Although this sounds like a good thing, the net result is an increase in stress for customer service professionals. To be clear, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

How To 88

How To Social Media Customer Service Representative Contact Center 88

Michelli Experience

JANUARY 24, 2017

Often entrepreneurs reach out to me to discuss “customer-centricity” and the likely viability of their innovative products or services. According to their mission, GAC is designed to “cater to our #1 customer: women.” Her category creation is reflected in marketing imagery and the design of the female-centric experience.

Customer Centricity 100

Customer Centricity Automotive How To Social Media 100

Michelli Experience

MAY 11, 2016

Businesses are held accountable on social media. As such, all of us should be looking for ways to leverage the power of mobile, social, and the internet to gain feedback from our consistuents (our team members and customers). How effectiely are you using technology to inquire of your customers and report your performance?

Social Media 100

Social Media Feedback Technology Engagement 100

Myra Golden

AUGUST 27, 2016

Thanks to the Internet and social media, customers are more savvy now than ever before. Although this sounds like a good thing, the net result is an increase in stress for customer service professionals. To be clear, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

Social Media 69

Social Media Customer Service Representative Contact Center Customers 69

CCO Council

MARCH 13, 2016

Making customers provide the same information all over again creates friction. But like many processes, they neglect the customer. Despite significant efforts to improve the customer experience, many NPS programs have plateaued and customers complain even louder on social media.

Chief Customer Officer 40

Chief Customer Officer Customer Experience Banking Culture 40

CX Journey

FEBRUARY 21, 2019

You spend a lot of time and money driving traffic to your website and reaching out to new potential customers. Once they land on your site, it needs to finish the work you started and convert a high number of visitors into customers. It is one of the first things you should do before working on your customer experience.

How To 88

How To Social Media Government Policies 88

CX Journey

FEBRUARY 21, 2019

You spend a lot of time and money driving traffic to your website and reaching out to new potential customers. Once they land on your site, it needs to finish the work you started and convert a high number of visitors into customers. It is one of the first things you should do before working on your customer experience.

How To 80

How To Social Media Government Policies 80

Myra Golden

JULY 18, 2017

It was at Kmart that I learned that customers could be difficult. Customers could get so upset they’d cuss, make threats, and demand to speak to a manger. It was at Kmart that I learned how not to handle a difficult customer. We saw one of our notoriously difficult customers. The customer was Nancy. No, she didn’t!

Social Media 45

Social Media Customers Training Video 45

Michelli Experience

MARCH 2, 2016

In those days of yore, leaders were concerned about decreasing product value by giving away a 13 th drink to customers who had purchased 12. There is nothing like a recession for brands to embrace the need to reward customers for loyal behavior. 2) Drive Profitability – Every customer should be treated caringly and with respect.

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs How To 100

Michelli Experience

DECEMBER 30, 2015

It is easy to get swept into “media-fueled” rants or to get disheartened by pithy, anonymous jabs hurled on social media posts. But the adage, “you are what you eat” can be widened to “you are what you consume” in a broader social context. If you focus on the negative, your worldview is shaped accordingly.

Social Media 100

Social Media Government System Consumers 100