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. We were able to hold entire weeks’ worth of workshops in a collaborative fashion thanks to the virtual whiteboard space Miro provided. Built-in sticky note packs!

Customer Journeys 147

Customer Journeys Conference Banking Fashion 147

Storyminers

SEPTEMBER 6, 2014

Something better can happen for the customer, the employee and the business. This is the Triple Bottom Line Design. Build-a-Bear Workshops are a great example of how this works. It also works for B2B experience design. Experience Design Customer Experience Design interviews'

Customer Experience 174

Customer Experience Customer Experience Design B2B Customers 174

Myra Golden

APRIL 26, 2018

Last week I facilitated a team building workshop for one of my favorite clients. Typically, I only deliver training on customer service, but my client had a special request. So I designed a unique Team-building Customer Service event built around a 12-foot pole. We spent the rest of the workshop discussing the exercise.

Exercises 63

Exercises Groups Training Communication 63

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

Myra Golden

FEBRUARY 24, 2022

I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q & A: “I have a question for Ms. Myra Golden. “How would we be able to handle a situation when we know or suspect that members are dealing with mental health?”

Video 111

Video Customers Industry Customer Service 111

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). Story Workout will be the first public workshop from StoryMiners. How We Reinvented Our Own CX. It’s set to launch this summer.

Social Media 100

Social Media CRM Customer Experience Design Communication 100

CX Journey

NOVEMBER 21, 2018

Nope, it's not just a tool; it's not just a workshop: it's a process. Journey mapping is a creative and collaborative process that allows you to understand – and then to redesign – the customer experience. You must view it as the process that it is, otherwise there's no point in mapping.

Customer Journeys 105

Customer Journeys Guidelines Tools Analysis 105

Myra Golden

OCTOBER 20, 2021

People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation. Understand this.

Video 98

Video Course Training Interaction 98

Myra Golden

DECEMBER 8, 2020

In my De-escalation Academy today, I taught how to politely yet firmly say ‘no’ to a customer. ” I’m sharing with you the very teaching from today’s workshop. I call the method “U S A.” Try out U S A and let me know how it works for you. Practice the U S A Method.

Customers 105

Customers How To Customer Experience Design Customer Experience 105

Myra Golden

DECEMBER 15, 2020

How will you customize scenarios and make the training relevant to my employees? Much like my live digital workshops, I’ll ask my students to apply real situations they struggle with to the frameworks I guide them through. I’m facilitating an average of 4 digital workshops a week – my max!).

Training 59

Training Video Customer Experience Design Customers 59

Myra Golden

SEPTEMBER 17, 2021

A workshop I’m facilitating in Tulsa in a few weeks is now online. We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. My son’s school reinstated mask mandates this week.

How To 109

How To Policies Training Video 109

Myra Golden

MARCH 22, 2023

I followed up my voicemail explaining, “Here’s what we know, here’s what we’ve done, and here’s what’s next,” the framework I teach in my de-escalation workshops. I wrote my client an official apology letter using the frameworks I teach in my workshops.

How To 52

How To Customers System Customer Service 52

Myra Golden

MARCH 22, 2021

Many people are surprised when I bring up empathy in my de-escalation workshops. They’re looking for hard-hitting tools and frameworks to help them bring down the temperature in interactions with customers. With customers in intense situations, empathy helps you begin the de-escalation process. But empathy?

Tools 111

Tools Insurance Interaction Customer Experience Design 111

One Millimeter Mindset

NOVEMBER 24, 2020

Let’s move forward with a facilitated pandemic storytelling workshop. And move forward with a facilitated pandemic storytelling workshop. If the thought of co-creating purposeful pandemic stories is overwhelming, think again. Contact me at this link. One millimeter at a time. First, your purposeful pandemic stories already exist.

How To 95

How To Leadership Exercises Innovation 95

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. Similarly, ensure that they are committed to act on what they learn.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

Myra Golden

APRIL 13, 2020

We’ve suspended our onsite workshops, but if you have a LinkedIn Learning subscription, you can take Myra’s most popular customer service classes online. Head on over to LinkedIn Learning and start training with Myra now!

Training 80

Training Customer Service Customer Experience Design Customers 80

Myra Golden

SEPTEMBER 17, 2020

You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. So let’s figure out how to fix that!

How To 116

How To Call Center Course Measurement 116

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!

Video 75

Video Connections Interaction Customers 75

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer experience is the sum of each interaction a customer has with your brand, and how they feel about it. The way to leverage this is to understand that intentional, proactive and positive customer experience design leads to real results for your organization AND your customers.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Strativity

NOVEMBER 20, 2019

We typically recommend organizations start with an internal workshop that engages two dozen mid-level, cross-functional employees in the process of defining key aspects of the customer experience — including the myriad of touchpoints, success drivers, emotions, etc. Dive into the qual and quant of customer experience research.

Consulting 53

Consulting Customer Journeys Touchpoint Policies 53

Myra Golden

OCTOBER 5, 2021

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. I hope to see you tomorrow at the official Customer Service Week celebration. . Today we focused on employee retention and training.

Customer Service 52

Customer Service Tips Video Training 52

Myra Golden

MAY 7, 2019

In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know? ” And then meeting that need without the customer having to wonder, fret, or even ask.

Transportation 92

Transportation Hospitality Exercises Tips 92

Myra Golden

DECEMBER 2, 2021

First, my husband and I had to clear out my entire studio – the one we built during the pandemic for my engaging, fun, live digital workshops. Next, we have to set up my original studio because I will facilitate four live digital workshops for clients next week. It took a whole lot of work to film two courses this week!

Course 52

Course Video Engagement Customer Experience Design 52

Heart of the Customer

DECEMBER 4, 2014

” ———— These are all actual quotes from employees we’ve worked with while leading customer experience workshops. Training customers is a losing proposition. Because Good Design = Winning. The post Training Customers = Losing appeared first on Heart of the Customer.

Training 89

Training Customer Journeys Culture Contact Center 89

Myra Golden

DECEMBER 8, 2020

My Content Designers, Advisors, and I carefully designed De-escalation Academy to fully prepare your employees to confidently get customers to accept their word as final, preempt escalations, and control conversations assertively. De-escalation Academy is a comprehensive training program.

Training 45

Training Customer Experience Design Customers Customer Experience 45

Storyminers

SEPTEMBER 6, 2014

Something better can happen for the customer, the employee and the business. This is the Triple Bottom Line Design. Build-a-Bear Workshops are a great example of how this works. It also works for B2B experience design. Learn more.

Customer Experience 100

Customer Experience B2B Customers Examples 100

Myra Golden

JULY 2, 2019

For all of my onsite customer service workshops and keynotes, I 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. Now I didn’t always do this.

Training 93

Training Course Meeting How To 93

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. But I’ve found that talking to workshop participants before the training starts helps me to connect with my audience before I speak my first word.

Tips 51

Tips Video Training Meeting 51

Myra Golden

JUNE 13, 2017

Have you ever checked out my onsite training workshops? Workshop attendees have said, “ Myra’s positive attitude really makes me feel that one person can completely change another’s state of being ” and “ Each one of us walked away with something new, and all of us feel we could have sat and listened to her for days! . •

Training 55

Training Groups Meeting Engagement 55

Myra Golden

MAY 18, 2021

In one of my de-escalation workshops, I asked my students to create a list of their best responses to customers who went too far with language. With the group’s permission, I put together a 60-second video featuring their comebacks for the customer who cusses. Jason from Costco was calm, confident, and composed. I know I am.

Policies 59

Policies Video Management Customer Experience Design 59

Strativity

AUGUST 15, 2018

Leading Customer Experience and Design firm Strativity Group recognized on Inc. magazine today ranked leading Customer Experience Design and Cultural Transformation firm, Strativity Group, LLC on its 37 th annual Inc. 5000 Honor Roll for the second consecutive year. NEW JERSEY, August 15 th , 2018 — Inc.

Groups 40

Groups Company Conference Customer Experience Design 40

Myra Golden

APRIL 15, 2019

I end all of my customer service workshops by asking participants to write down three words. By reflecting on the day and successes, and setting goals, my workshop attendees are more likely to adopt and apply their insights, and this makes my training more effective. Start, Stop, and Continue.

Exercises 75

Exercises Policies Training Feedback 75

Myra Golden

MAY 7, 2020

Here are some engagement ideas I’m hearing from people in my virtual workshops. They need to connect with one another. They need to laugh. Connect with your team in video meetings, and make the get-together fun.

Customer Service 71

Customer Service Tips Meeting Video 71

Beyond Philosophy

JULY 6, 2023

Just some old-fashioned Customer Experience design and excellent experience delivery of the small stuff by the staff. What enchantments could the small moments in your experience deliver? Colin has conducted numerous educational workshops to inspire and motivate your team. So, there you have it.

Hotels 78

Hotels Fashion Examples Government 78

Myra Golden

DECEMBER 10, 2018

The most common way organizations employ me is to facilitate customized workshops that give a proven skillset and transform behavior so that employees are fully prepared and inspired to express the soul of the brand. Your employees leave our workshops fully prepared and inspired to express the soul of your brand with every customer.

Wireless 49

Wireless Customer Experience Interaction Customers 49

Myra Golden

JUNE 24, 2019

” I wrote this article because a workshop attendee wanted to know how to make her chat support more personal. A QVC Chat Agent ended a chat with me positively, like Chick-Fil-A employees always finalize order taking in the first drive-thru window, “You’re certainly welcome, my pleasure! We’re always glad to help.”

Video 77

Video Tips Interaction Training 77

Myra Golden

JUNE 2, 2016

Videos discussing key points from Myra’s Verbal Aikido training workshop . This video is about How to Preempt an Escalation to a Supervisor or Manager using Myra’s Verbal Aikido techniques participants learn in Myra’s Verbal Aikido workshop. Customer Experience Designer & Professional Speaker.

How To 40

How To Customer Service Training Video Training 40