Storyminers

JANUARY 12, 2017

Strategies, experiences, and stories to help them chart their own new paths, rewrite their future stories—and give their clients amazing experiences. The post Galileo: A True Interactive Visionary appeared first on Storyminers.

Interaction 100

Interaction Travel Video Innovation 100

Myra Golden

JANUARY 27, 2021

Here are four things you can do to move your chat interactions along faster. Don’t assume you understand what the customer is saying. Just ask the customer what they mean. Check for understanding early on and as often as it takes.

Interaction 105

Interaction Customer Experience Design Customers Customer Experience 105

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to.

Metrics 150

Metrics Customer Service Measurement Customer Service Training 150

InMoment XI

NOVEMBER 2, 2022

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. You might also know that customer experience is generally considered to be a more specific subset of user experience ( UX ).

Touchpoint 324

Touchpoint Customer Experience Design Brands Customer Experience 324

Myra Golden

MARCH 3, 2021

The idea is to insert a personal tone so you can build rapport and even delight customers. You can do four things in chat interactions, starting today, to make them more human. Chat support is not supposed to be rote like an ATM transaction.

Interaction 59

Interaction Tips Video Connections 59

Myra Golden

JUNE 23, 2020

If you need help with preempting escalations and de-escalating intense interactions, I can give you free access to my De-escalation and Empathy classes on LinkedIn Learning. Connect with me on LinkedIn and post on YOUR page (making sure to @me, so I see your post), “Myra, I need help escalating intense interactions.”

Interaction 87

Interaction Contact Center Course Customer Experience 87

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

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.

Interaction 59

Interaction Tips Resources Customers 59

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. 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-centric product design.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

Myra Golden

OCTOBER 15, 2018

Her tone was upbeat and conversational throughout our short interaction. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. She had me at, “I’m happy to hear that you’re well, Myra.”

Interaction 66

Interaction Tips Customers Survey 66

Truthlab

DECEMBER 14, 2017

The post 5 Interactive Data Visualizations from 2017 to Get You Inspired appeared first on truthlab. The end of the year is often inundated with numbers, numbers, numbers to assess value gained over the course of a year. So, let’s take a little time to get inspired by […].

Interaction 54

Interaction Data Course Customer Experience Design 54

BlueOcean

MARCH 13, 2023

There’s no question that it can mimic a human, taking on a natural and engaging tone to interact with customers—especially in those more transactional instances. One survey of consumers who frequently interact with customer service bots reveals that 77% believe AI is helpful for simple issues.

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Experience Investigators by 360Connext

NOVEMBER 2, 2021

You may want to supplement this existing data with additional research like customer interviews or specifically designed surveys. Define and consider the specific points of interaction between each customer persona and your brand. They will never truly encapsulate the way humans interact or make decisions or feel things.

Customer Journeys 375

Customer Journeys Culture B2B B2C 375

NICE inContact

JULY 30, 2019

Here are three helpful tips: Don’t limit your voice of customer program to surveys. For example, use speech analytics to uncover feedback in your recorded calls, and use interaction data to tell you what behavior says about customer experience. Design with the end in mind. Be very specific.

Feedback 138

Feedback Contact Center Tips Survey 138

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

Beyond Philosophy

FEBRUARY 6, 2021

Both scientists have been charged with applying what they know about the behavioral sciences to guide both internal decision making, and external customer decision making. Key Ideas to Improve your Customer Experience. Experience Health Check: You already have an experience, even if you weren’t deliberate about it.

Financial 193

Financial Social Media Consulting Customer Experience Design 193

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

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. Ensure their best interests are at heart - with every interaction. Imagine for a second that you're a human.

Customer Experience Design 150

Customer Experience Design Culture Exercises Leadership 150

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. And your employees want more, interactive training to support their work.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Beyond Philosophy

MARCH 27, 2021

However, these examples also represent critical areas for your Customer Experience design. In this episode, we speak with sound and smell design expert Simon Faure-Field , CEO of Equal Strategy. Experience Health Check: You already have an experience, even if you weren’t deliberate about it.

Call Center 147

Call Center Transportation Consulting Customer Experience Design 147

Beyond Philosophy

APRIL 24, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. Our Experience Health Check can help you understand what you have today.

Customer Experience 89

Customer Experience How To Consulting Conference 89

CX Journey

APRIL 25, 2018

Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them. Done right, maps help companies in many ways, including to… Understand experiences.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

CX Journey

MARCH 15, 2016

Last year, I wrote about moments of truth , defining them as: that make or break moment in the customer journey, that moment when, if all goes well, the customer will continue the journey and complete the task or interaction; he will do (or continue to do) business with you. In it, he devotes a chapter to moments of truth.

Customer Journeys 80

Customer Journeys Customer Experience Design Advertising Customer Experience Professionals 80

Bill Quiseng

MARCH 1, 2021

How are you ensuring that your customers receive the value every time they interact with you – no excuses (service skill tools and customer experience design)? Have you tested pricing options to guarantee you are maximizing profitability to fuel your sustainability (pricing optimization)?

Leadership 148

Leadership Hospitality Consulting Consumers 148

Michelli Experience

AUGUST 15, 2018

Experience design keys for the future. My work in customer experience design has spanned decades, industries, and continents. Over the years I’ve seen a number of definitions for experience design, and I have cobbled together my own from the best definitions I’ve encountered.

Automotive 100

Automotive Hospitality Customer Experience Design Loyalty 100

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

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

Michelli Experience

JULY 3, 2018

Years ago, it was much harder to convince a client to do a customer journey map. In those days, many leaders were willing to map interaction points with customers in order to drive efficiency or reduce waste. If you have invested in mapping the customer journey, have you validated your map by seeking feedback from customers?

Customer Journeys 90

Customer Journeys Touchpoint Innovation Customers 90

SuiteCX

FEBRUARY 18, 2021

My design thinking team was soon using it in most of our meetings. Whiteboarding is just one tool in the huge box that is customer experience design. Built-in sticky note packs! Templates galore! Whiteboarding is great first step for jotting ideas and bringing lots of input from various stakeholders into one space.

Customer Journeys 147

Customer Journeys Conference Banking Fashion 147

Beyond Philosophy

MAY 24, 2019

The Peak-End Rule says that what people remember about an experience is how they felt at the moment when emotion was the strongest and how they felt when the experience was over. These emotions can make or break your chances for customers to form Customer Loyalty.

Loyalty 101

Loyalty Customer Experience Design Consulting Customer Experience 101

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

Beyond Philosophy

JUNE 19, 2021

However, implementing experience improvements using the theories you enjoyed learning about can be less fun and even a little frustrating if you aren’t getting the results you wanted. Experience Health Check: You already have an experience, even if you weren’t deliberate about it.

Consulting 89

Consulting Customer Experience Design Measurement Financial 89

ijgolding

DECEMBER 5, 2016

It is not rocket science – but then not a great deal of the theory behind Customer Experience actually is. As a self-confessed process geek, the simple fact that companies are failing to fix the major issues in their customer journeys is one of the most frustrating and annoying things about the way organisations work today.

Customer Experience 120

Customer Experience Customer Journeys Resources Customers 120

Lumoa

JUNE 9, 2020

Craft onboarding experiences, product onboarding videos , blog posts, UI changes and purchasing paths to specifically reflect the things that your customer cares the most about. Another option would be to ask for customer feedback after a customer has interacted with your customer support.

Ecommerce 208

Ecommerce Customer Experience Customer Journeys Feedback 208

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. Activate the Map. Transformational Maps. As is often the case, any strength can also manifest as a weakness.

Customer Journeys 100

Customer Journeys Travel Hotels Consulting 100

Strativity

OCTOBER 23, 2017

Behavioral economists can provide insight into how customers interact, both rationally and irrationally, with a firm’s touchpoints across their customer journey, a key component of customer experience. Customers and individuals in general can become overwhelmed when presented with too many choices.

Customer Experience 45

Customer Experience Customer Journeys Touchpoint Customer Experience Design 45

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