ShepHyken

JULY 19, 2019

Brands only have one shot to get the customer experience right. Not to mention a gigantic, continually growing, amount of information, images, videos and reviews for people to be influenced by… Consumers are consequently less patient and less forgiving. There are too many options today. The solution? Let’s dive right in!

Infographics 96

Infographics Brands Customer Experience Customer Experience Design 96

Myra Golden

FEBRUARY 24, 2022

So often that I recorded an answer in a short video. If you suspect you’re dealing with a person with mental illness, my two-minute video may help. The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right.

Video 111

Video Customers Industry Customer Service 111

Myra Golden

JANUARY 12, 2022

I had an inspiring video meeting with a long-term client I started working with in 2018. After we talked, I recorded a YouTube video featuring the powerful “ Ask 3-Closed-ended Questions Back-to-Back” tactic. Learn the tactic that my client raved about in the video I quickly recorded! .

Video 88

Video Training Customers Meeting 88

Myra Golden

APRIL 13, 2017

Now you can get even more ideas for motivating employees, specifically how to motivate employees working in customer service. Join me for my 60-minute webinar, How to Motivate Customer Service Employees. It’s loaded with practical ideas to resist burnout and fire-up customer service employees.

Customer Service 84

Customer Service Video How To Customers 84

Myra Golden

AUGUST 26, 2021

Watch the video. Before you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different things. Today, I’m breaking down what the research says about apologizing, and I’m giving you phrases for expressing “sorry” and empathy. Was This Helpful?

Video 119

Video Customers Customer Service Customer Experience Design 119

Myra Golden

OCTOBER 9, 2020

Getting customers to accept your word as final comes down to two things: A strategic framework and confidence. In this video, I walk you through four steps that put you in confident control and position you to move the conversation to closure. Grab your slides from this video for quick reference to the four tips.

Video 98

Video Tips Customers Management 98

Myra Golden

JUNE 29, 2021

Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! And I’m facilitating five online video sessions!!! This year’s theme is, Celebrating the Heart of Service. After the year we’ve had, I’m so ready to celebrate with you, to celebrate with you!

Customer Service 105

Customer Service Video Customers Customer Experience Design 105

Myra Golden

OCTOBER 1, 2021

Turns out, it’s easy to sound friendly with customers. Seven things are all it takes, and that’s what I’m breaking down in this video. So what makes a person sound friendly over the phone? Watch to learn how speaking in complete sentences, yielding, and using a lead-in will turn things around for you quickly.

Tips 103

Tips Video Feedback Customer Experience Design 103

Myra Golden

JUNE 28, 2021

Is your team dealing with increased irritability from customers? Do your people struggle to get angry customers to back down? If so, have your employees watch this video before they talk to their next angry customer. Disarming demanding customers takes psychology, and I break it down for your team right here.

Video 98

Video Customers Customer Experience Design Customer Experience 98

Myra Golden

OCTOBER 20, 2021

Watch my video to see my complete answer on how to handle customers in distress. You’re not trained to handle people in crisis. I’m not trained to help people in crisis. Err on the side of caution. When in doubt, reach out to your manager. Continue the conversation with me?

Video 98

Video Course Training Interaction 98

Myra Golden

APRIL 28, 2021

Include common questions and answers for new remote agents that address common issues such as problem-solving, collaboration, and difficult customer interactions that are likely to occur in calls, chat, and email communications. . Engage with video. Your customer service agents rely on audio daily as they support customers!

Training 105

Training Customer Service Contact Center How To 105

Myra Golden

NOVEMBER 20, 2020

If a customer gives you pushback, argues, or asks for a supervisor, one of the three things is going on: The customer doesn’t trust you The customer fears something The customer sees you as a threat to getting what they want. Was this helpful? Subscribe and get ideas like this every week.

Video 105

Video Customers Customer Experience Design Customer Experience 105

Myra Golden

JANUARY 20, 2021

Come inside De-escalation Academy for a 2-minute training on Psychological Priming to Get Customers to Accept Your Word As Final. Watch the video now! And share this with your agents. And grab the fillable worksheet so your employee can practice priming.

How To 105

How To Video Training Customers 105

Myra Golden

MAY 18, 2021

I watched the viral video of former child star, Ricky Schroeder confronting a Costco worker, Jason, about the store’s mask mandate. My second thought after watching Jason in Schroeder’s video was of the hundreds of thousands of frontline workers who are in the same position as Jason. My first thought was my daughter, Lauren.

Policies 59

Policies Video Management Customer Experience Design 59

CX Journey

MAY 26, 2016

There are a lot of B2B2C customer experience design examples to support this need, this scenario, but my favorite (and a very powerful one) is the story of how Doug Dietz, the principal designer for GE Healthcare, transformed the MRI experience for patients (the C) and ultimately made their partners (the Bs) successful.

Customer Experience 109

Customer Experience Hospitality Healthcare B2B 109

Storyminers

AUGUST 28, 2017

Because story and experience are two sides of the same coin, that’s a smart investment! These are a few of the dozen Oracle CX Factor videos. Mazda is reigniting its ‘why’ story and using it to help people get closer to the brand. Soon, we’ll cover the rest.

Brands 350

Brands Healthcare Roadmap Exercises 350

Storyminers

DECEMBER 7, 2016

Here’s the video: Seems amazing, doesn’t it? Check out their video: : Perhaps the original version of the check-out-less shopping concept was the eBusiness commercial by IBM introduced on television in 1999. The video makes the concept understandable and fun at the same time. The video ends with “Check-out lines.

Retail 124

Retail Technology Video Customer Experience 124

Myra Golden

AUGUST 21, 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.

Tips 105

Tips Video Interaction Strategy 105

Myra Golden

SEPTEMBER 17, 2021

” and “What do you do when customers politicize masks?” ” If you’re struggling with face-covering issues with customers, you’re not alone. Video Question Markers Why do you require masks? Watch my short training (below) for answers to your top questions.

How To 109

How To Policies Training Video 109

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

Myra Golden

JANUARY 13, 2021

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. NEED MORE HELP WITH DE-ESCALATION?

How To 101

How To Tips Video Interaction 101

Kustomer

MARCH 23, 2022

Even if they like your product or service, any weaknesses in the overall customer experience will reduce your chances of turning customers into brand ambassadors. Customer experience design starts with marketing and follows the customer journey through sales, distribution, customer service and product support.

Brands 98

Brands Social Media Loyalty Omni-Channel 98

Myra Golden

NOVEMBER 13, 2017

I recorded this video last week for a client. It’s part of a full 16-module customer service training. This video is about giving customers an experience that makes them feel good and maintains their esteem. As a special treat for you, I’m sharing one module from my client’s course.

Customer Service Training 91

Customer Service Training Video Course Training 91

Myra Golden

NOVEMBER 11, 2020

Reframing Statements shift conversations with challenging customers from focusing on the problem to what you can do about it. Here are the five Reframing Statements I share in the video. It’s positively positioning the problem. “Now, let’s see what we can do to fix this.”

Average Handle Time 104

Average Handle Time Tips Contact Center Video 104

Myra Golden

SEPTEMBER 16, 2020

But what level of empathy is appropriate for customer service? Watch this video to learn “customer service empathy” and get great phrases you can personalize and use.

Customer Service Representative 59

Customer Service Representative Video Tips Interaction 59

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. Think Map(s) not Map. Create a Transformational Map to Go Beyond Incremental Improvements.

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. In this article, I’ll share with you the steps, and the expressions, that my team used, and loved. Here’s what I taught my team. Bridge Into Questioning.

How To 120

How To Call Center Video Training 120

Myra Golden

OCTOBER 26, 2020

Give customers bad news using five easy steps based on the way doctors give bad news to patients and their families. Acknowledge Customer Concern video: Give Bad News Like a Doctor video: Was This Helpful? Worksheet to practice giving bad news. I’m asking you because my newsletter offers ideas like this all the time.

Video 52

Video Customers Customer Experience Design Customer Experience 52

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.

Video 75

Video Connections Interaction Customers 75

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. that support the journey and bring it to life. Begin to formulate a plan for next steps.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

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

Myra Golden

MARCH 18, 2020

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. YouTube Short Customer Service Videos. LinkedIn Learning Customer Service Classes. Here’s what we’ve got going on….

Customer Service 59

Customer Service Video Customer Service Training Course 59

Storyminers

JANUARY 12, 2017

Here’s the video. It was his indomitable spirit and the breadth of his impact that attracted us to pay him homage by naming our company after him. We wish Galileo himself could have seen it! Galileo’s Theory Proven_BBC from Mike Wittenstein on Vimeo. Today, Storyminers is continuing with GALILEO’s spirit, if not his name.

Interaction 154

Interaction Travel Video Innovation 154

Myra Golden

JUNE 21, 2019

What Viewers of This Video Are Saying. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

Management 84

Management Tips Video Customers 84

Myra Golden

OCTOBER 5, 2021

If you missed us live this morning, no worries, I have the video below. I hope to see you tomorrow at the official Customer Service Week celebration. . I revealed the number one training request I get directly from frontline employees, and I take you inside my digital classroom for a high-impact workshop.

Customer Service 52

Customer Service Tips Video Training 52

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

Myra Golden

JUNE 24, 2019

I even filmed a short YouTube video offering these four secrets that you can use to train your employees. Show this video to your employees to help them make chat interactions more personal. .” I wrote this article because a workshop attendee wanted to know how to make her chat support more personal. Get More Ideas Like This.

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Video Tips Interaction Training 77