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 Exercises Culture Leadership 150

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

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

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

Myra Golden

OCTOBER 14, 2020

When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction. If you find you need more help, spend some time looking around my blog , where I have dozens of tips, videos, and phrases to help you get angry customers to back down.

Customer Service 96

Customer Service Tips Video Interaction 96

Storyminers

AUGUST 28, 2017

They aren’t just doing ‘low-hanging fruit’ exercises, they’re very focused on creating enterprise and customer value at the same time. At Clorox , Doug Milliken shares that their focus is on extending the product experience beyond the walls of the store and beyond interactions with the product itself.

Brands 350

Brands Healthcare Roadmap Exercises 350

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

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! GET MORE ADVICE LIKE THIS. Sign-up.

Video 75

Video Connections Interaction Customers 75

Myra Golden

SEPTEMBER 16, 2020

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

Lumoa

JUNE 9, 2020

Take as much work out of your customers’ hands to get where they need to go, and your experience and product will feel effortless and easy. 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.

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.

Customer Journeys 100

Customer Journeys Travel Hotels Customers 100

Myra Golden

NOVEMBER 27, 2017

Our customers liked them too. In this 2-minute video, I show your employees how to close a call quickly and efficiently. Share this video with your team. Improve your overall customer experience by bridging to questioning, and by using please and thank you. Here’s what I taught my team. Bridge Into Questioning.

How To 120

How To Call Center Video Training 120

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.

Video 77

Video Tips Interaction Training 77

Myra Golden

MARCH 18, 2020

We have some free and low-cost ways to improve the sound, flow, and feel of your customer interactions. Our remote training options ensure your employees go back to work fully prepared and inspired to express the soul of your brand, and assured in their ability to handle challenging customers.

Customer Service 59

Customer Service Video Customer Service Training Course 59

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

Myra Golden

SEPTEMBER 24, 2018

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.”. If your people struggle at all with making assumptions, use the Cookie Thief video as a teaching tool. And it’s easy using this short video.

Video 68

Video How To Tips Customer Experience 68

Michelli Experience

JANUARY 17, 2017

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). billion customers. It should also be noted that all three of these design elements are applicable beyond the gaming industry.

Customer Experience 100

Customer Experience Gamification Banking Sports 100

Myra Golden

JANUARY 23, 2018

” Here are the seven comebacks placed in a one-minute video that you can share. These seven comebacks are from my How to Handle Difficult Customers eLearning course. This course focuses on de-escalation and putting you in control of the interaction. . “I realize this is frustrating for you.”

Course 84

Course Video How To Customers 84

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?

Customer Experience 54

Customer Experience Video Customers Interaction 54

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. Adapt phrases like these to reframe your interactions. “We

Video 63

Video Interaction Training Customer Confidence 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

Myra Golden

MARCH 12, 2018

That added to the personal feeling and made the entire interaction feel genuine. I liked the QVC chat so much that I used this example in my brand new Chat Customer Service eLearning course that we’re releasing on March 19th. P.S. We’re also launching a brand new course on Text Interactions.

Course 65

Course Video Brands Interaction 65

Myra Golden

AUGUST 3, 2018

My hope is that my takeaways might help my customer as they prepare to go live with chat in just a few weeks. And then I thought, why not share my chat experience with you, too. In this post, I have my exact chat interaction because it’s important for you to see the key points. Click here for larger image.

Video 53

Video Training Examples How To 53

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

Lumoa

FEBRUARY 9, 2023

Artificial Intelligence Artificial Intelligence (AI) is still the same old good AI, but now it’s brought to the customer experience field. According to Finance Digest , 95% of customer interactions will be managed with AI by 2025. Now at least 80% of B2B buyers now expect the same buying experience as B2C customers.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Myra Golden

FEBRUARY 14, 2017

In this week’s professional development event, my De-escalation webinar , I’m going to open with a video clip from Jack Nicholson’s Five Easy Pieces. The clip shows Jack Nicholson’s character trying to customize a sandwich from the menu. I share several proven de-escalation strategies that will de-escalate volatile customers.

Video 77

Video Hotels Training Interaction 77

ShepHyken

NOVEMBER 11, 2022

QR codes are used in the hospitality industry, especially by hotel chains, to interact with customers. Customers can find out about places to visit in the city, the in-room dining menu, and other important information needed by scanning the QR code. QR codes for customer feedback .

Customer Service 64

Customer Service Hotels Social Media Hospitality 64

Kustomer

APRIL 21, 2022

This also includes keeping that empathetic, human element in each part of the experience. The first step is personalization to create a unique experience for every individual that interacts with your company. Gabe explains: “It could start as soon as potential customers land on your website. Gabe Larsen: (08:55).

Social Media 98

Social Media Brands Loyalty Marketing 98

Myra Golden

AUGUST 27, 2018

Just as taking the time to build rapport before my workshops makes a big difference, when you establish rapport with customers, the perception of the interaction is so much more positive. 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

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.

Video 71

Video Communication Training Customers 71

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.

Customer Service Training 45

Customer Service Training Training Customer Service Video 45

Myra Golden

JANUARY 16, 2019

In my new Coaching Webinar , I’m giving you a 3-step method for how to talk to your employees about a problem, be that problem attitude, attendance, the way they interact with customers, anything. Bonus Takeaway: 9-Steps for Coaching Customer Service Employees In Contact Centers. Putting An End To Unacceptable Performance.

Exercises 66

Exercises Contact Center Video Meeting 66

Myra Golden

SEPTEMBER 7, 2016

Me, the Customer Service Queen didn’t even notice. Because rote interactions like this are so common that this felt like the norm. . Let’s talk about the fact that no matter how amazing your French fries are, people remember most their interaction with your people.”. You know why I didn’t notice? But she was right.

Call Flow 56

Call Flow Video Training Interaction 56

ERDM

JANUARY 22, 2019

Based on these insights, new messaging, language, imagery and videos were developed to align with these human data segments, thus making each communication much more credible. SEVEN CRITICAL POINTS FOR ENGAGEMENT Consumers often experience frustration when interacting with brands. For some, it’s a radical change in mindset.

Customer Experience 53

Customer Experience Video Sales ROI 53

ERDM

JANUARY 22, 2019

Based on these insights, new messaging, language, imagery and videos were developed to align with these human data segments, thus making each communication much more credible. SEVEN CRITICAL POINTS FOR ENGAGEMENT Consumers often experience frustration when interacting with brands. For some, it’s a radical change in mindset.

Customer Experience 49

Customer Experience Video Sales ROI 49

Storyminers

JULY 11, 2016

Making decisions that create value for customers and for the business at the same time require a whole new way of processing and thinking. To deliver more customer value, business and experience designers must learn how customers want to interact with the brand, which preferences to capture, and how to track situations customers face.

Self Service 100

Self Service B2C CRM Technology 100

Myra Golden

SEPTEMBER 7, 2016

Me, the Customer Service Queen didn’t even notice. Because rote interactions like this are so common that this felt like the norm. . Let’s talk about the fact that no matter how amazing your French fries are, people remember most their interaction with your people.”. You know why I didn’t notice? But she was right.

Call Flow 40

Call Flow Video Training Interaction 40