Storyminers

AUGUST 28, 2017

I’m always curious about what makes leaders of customer experience and transformation projects invest in what’s new. It’s in the form of a dozen interviews with company leaders whose brands are excelling at the customer experience. 116 years, 8 of them with an emphasis on customer experience.

Brands 350

Brands Healthcare Roadmap Exercises 350

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. And we are all customers! Do we forget that we’re customers, too? Research your customers.

Customer Experience Design 150

Customer Experience Design Exercises Culture Leadership 150

Maz Iqbal

NOVEMBER 13, 2014

What A Delightful Experience. That would have been a good enough experience: got the job done in a couple of minutes. The starting point for customer-centricity is authentic care for one’s customers. When this is in place then the folks in the organisation will exercise thoughtfulness. giffgaff : Wow!

Customer Experience 92

Customer Experience Case Study Banking Customer Philosophy 92

CX Journey

APRIL 25, 2018

Customers are yearning for better experiences. But what are you doing to design a better experience? How do you know what your customers’ expectations are? Are you listening to customers? Are you mapping their experiences? Why Map Journeys Mapping isn’t just a lame exercise; it’s a learning exercise.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

CX Journey

NOVEMBER 17, 2015

You’ve got buy-in and commitment … all the right people in your company are on board to map your customers’ journeys. They realize the importance of walking in the customer’s shoes in order to understand the experience before they can fix it. about the experience, but it is not the definitive map.

Customer Journeys 104

Customer Journeys Exercises Touchpoint Guidelines 104

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. Simply resting at the two-dimensional representation of the customer journey, however, is tantamount to getting the job only half done. Built-in sticky note packs!

Customer Journeys 147

Customer Journeys Conference Banking Fashion 147

Myra Golden

DECEMBER 13, 2018

You’re either serving customers, or you’re serving someone who serves customers. I want to talk to you about how to fulfill your responsibility of serving, particularly when it comes to your co-workers – your internal customers. I do an exercise in my workshops using a 12-foot pole. Work together.

Exercises 90

Exercises Customers Tips Customer Experience 90

Beyond Philosophy

JULY 29, 2021

Identify your customers’ mindset. ? ” As a brainstorming exercise, that’s OK. You also need to get into the heads of your customers and recreate those decision scenarios. You have to find a different way to get the customers to choose your premium option. Get granular. ? Identify your levers. ?

Customer Experience Design 88

Customer Experience Design Exercises Measurement Tools 88

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. What’s Your Customer’s Panic Question?

Transportation 92

Transportation Hospitality Exercises Tips 92

Storyminers

FEBRUARY 23, 2016

If you’re an experience designer (or want to become one), one of the most important tools you can develop for your work is empathy for others. Empathy creates more value for customers than knowing statistical analysis programs and is often more helpful in design than having NetPromoter® scores.

Exercises 113

Exercises Healthcare Software Analysis 113

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service. I didn’t think I was like that.

Management 78

Management Leadership Conference Examples 78

CSM Magazine

APRIL 23, 2021

Accelerated by the pressures of Covid-19 and enabled by digital, brands are trying to respond to the ongoing challenge of commoditisation by moving from transactional to long-term value driven relationships with customers. In effect, service brands tend to have the raw materials to become experience-driven businesses. in 2010 to $4.1B

Brands 52

Brands How To Exercises Return on Investment 52

CX Journey

DECEMBER 13, 2018

Image courtesy of Pixabay Today I'm pleased to share a guest post by Liliana Petrov of DoingCXRight that is based on her experience hiring CX teams. Although customer experience has been around for a long time, hiring for CX has become a greater priority for executives and funding committees only in the last five years.

Tips 83

Tips Customer Insights Leadership Exercises 83

Myra Golden

AUGUST 6, 2021

Participating in assignments is the number one way we customize my online courses to your specific situations. One of my students typed out the following scenario in an exercise: Situation: The delivery company and the customer feels scammed; they want their money back immediately. Look over my shoulder while I grade work!

Exercises 52

Exercises Course Training Customer Service 52

Myra Golden

OCTOBER 29, 2018

If you find it hard to get customers to accept your word as final and if too many of your customers just go over your head to talk to a supervisor who will tell the customer the exact same thing, you need to read this. These ideas will help you be far more successful in getting customers to accept your word as final.

Hotels 92

Hotels Exercises Tips Call Center 92

CX Journey

MARCH 16, 2017

Image courtesy of Tax Credits No customer experience budget? As a follow-on to my post earlier this week about companies having no budget for customer experience improvements, I thought I'd compile a few ideas on how to move beyond the "no budget" excuse and make improvements that cost little to nothing. No problem!

Exercises 112

Exercises Culture Policies Employee Experience 112

Myra Golden

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team.

Training 53

Training Customer Service Exercises Travel 53

Myra Golden

AUGUST 19, 2019

Pulling back from the hustle and grind to self-develop gives me energy and creativity to come back and own my week, and I promise you, this exercise will help you boss up, too. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations.

Exercises 65

Exercises Tips Course Training 65

Myra Golden

APRIL 26, 2018

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. Within seconds, the group learned that this exercise was anything but simple. We spent the rest of the workshop discussing the exercise.

Exercises 63

Exercises Groups Training Communication 63

Storyminers

NOVEMBER 30, 2016

In this author’s opinion, becoming adaptive is the single most valuable new asset a leadership team can provide its shareholders, employees, and customers. Imagining your organization as an adaptive enterprise is a valuable exercise. You could save (permanently) on shipping, manufacturing, and on customization.

Omni-Channel 183

Omni-Channel System Case Study Leadership 183

Myra Golden

MARCH 6, 2019

This training is about never having your customers hang up with negative feelings about how you talked to them. The art of yielding, so you don’t accidentally over-talk your customers. Learn approaches to making customers feel smart or good, and why should. But, people will never forget how you made them feel.”

Training 94

Training Exercises Course Groups 94

CX Journey

DECEMBER 7, 2016

The initial stages of the project involved speaking with customers, researching the competition, and performing the math necessary to hone in on the correct pricing. Then we built packages around the pricing, which was a way of bundling features and products together at an aggregated price to meet customer needs.

Company 80

Company Customer Journeys Exercises Customer Centricity 80

Myra Golden

APRIL 15, 2019

I end all of my customer service workshops by asking participants to write down three words. My Start, Stop, Continue activity is a goal setting and reflection exercise in one. Now you can give your representatives even more great skills for delivering the best customer experience and for handling difficult customer situations.

Exercises 75

Exercises Policies Training Feedback 75

CX Journey

JUNE 30, 2015

Image courtesy of AnnaRachel1 What is a customer experience strategy? Let's start by defining "customer experience strategy." A customer experience strategy helps you define, design, and, ultimately, deliver the desired customer experience (desired, of course, by your customers).

Strategy 80

Strategy Customer Journeys Customer Experience Professionals Exercises 80

Myra Golden

JANUARY 16, 2019

One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience. A 2-minute Exercise to Help You Feel Confident and Powerful Before Having Tough Talks. Join Me for This Webinar!

Exercises 66

Exercises Contact Center Video Meeting 66

Myra Golden

AUGUST 15, 2017

Why wouldn’t a restaurant catering to (and advertising to) hotel customers assume that people would need napkins and utensils? Meeting the needs of the customer is the foundation of a good customer experience. When delivery is to a hotel, they don’t wait for the customer to ask for paper goods.

Hotels 45

Hotels Company Exercises Travel 45

Myra Golden

MARCH 29, 2017

What if the biggest problem with your customer experience was the way your employees spoke with customers? If you called up your own company, mystery shopping as a customer, would you cringe just a little bit at what you heard? If your customer interactions are less than ideal, how would you change them?

How To 40

How To Exercises Customers Training 40

Peter Lavers

MARCH 26, 2015

Customer Experience Management is a hot topic in many companies, who have realised that they are no longer ‘in control’ of all the channels, media or messages that their customers utilise to engage with their brand. In our experience “inside out” is also a mistake. End-to-end Experience.

Customer Journeys 40

Customer Journeys Exercises Customer Experience Design Customers 40

Myra Golden

APRIL 10, 2017

And I still needed to sit down with Jim to talk about issues with his recent tone with a customer. The second meeting was a task force to look for ways to increase customer loyalty. George was a bright, energetic, proactive frontline customer service representative. At 2:30 I have a customer loyalty task force meeting.

Call Center 73

Call Center Management Exercises Meeting 73

Myra Golden

JANUARY 28, 2019

For this self-improvement exercise, I’ve attended a webinar, read a book, watched a Ted Talk, or sat with a mentor over coffee. Labeling a customer’s emotions ( “It sounds like you’ve had a frustrating experience.” Every week I silo for three uninterrupted hours to invest in myself.

Entertainment 55

Entertainment Exercises How To Communication 55

Myra Golden

NOVEMBER 15, 2018

One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this. See how we do it.

Exercises 58

Exercises Customer Service Training Groups Training 58

One Millimeter Mindset

NOVEMBER 24, 2020

Instead, this internal customer discovery exercise allows you all to uncover what external clients really value. Retaining Clients leverages Innovative Customer Retention Strategies. However, putting them on the table in all their glorious imperfection moves your team past creativity and innovation blocks.

How To 95

How To Leadership Exercises Innovation 95

Myra Golden

DECEMBER 29, 2016

I want to give you the tools and methods to position your employees to deliver a welcoming, warm and refreshing customer experience. 10-person pass to Myra’s Customer Service eLearning Suite of 10 courses (a $999 value!). How to Handle Difficult Customers. Friendliness, Empathy and Connection. ” James Stuart.

Exercises 45

Exercises Training Hotels Course 45

Myra Golden

JANUARY 1, 2019

When I facilitate customer service training, I’ve been working on content and exercises for a least 60 days. I’ve held discovery discussions, mystery shopped or listened to a random sample of calls between employees and customers, and I’ve prayed over the event. Together, let’s transform your approach to customers.”.

Exercises 65

Exercises Meeting Customer Service Training Training 65

Myra Golden

DECEMBER 17, 2019

One of the small group exercises I facilitate in my customer service workshops is “What else?” I guide small groups to consider what else they might offer customers to make the experience refreshingly different – a lot like Starbucks did with me. This is line of advice I give all of my retail clients.

Customer Experience 10

Customer Experience Retail Tips Exercises 10

Myra Golden

APRIL 5, 2023

It’s a crucial skill for anyone who frequently takes calls, such as customer service representatives, salespeople, or receptionists. By providing clear guidance and keeping the conversation focused, you can move the caller toward the desired result, whether a sale, a resolution to a problem, or simply a satisfied customer.

Self Service 52

Self Service Call Center Tips Training 52

Myra Golden

OCTOBER 4, 2016

I do this exercise from time to time, whenever my mood needs lifting. When you are speaking with your employees about their customer service approach, be sure to not just focus on what they are doing wrong. You had a tough customer there with Ms. It’s cloudy and there’s a light breeze. I had to focus on what is right, right now.

How To 40

How To Call Flow Exercises Feedback 40