Michelli Experience

JANUARY 17, 2017

Over the years, as a customer experience consultant, I’ve increasingly become a student of “game theory” and of the “gaming industry.” billion customers. In his article Mark identifies three key ways that designers in the video and mobile gaming industry create “gamer engagement”, loyalty, and spend.

Customer Experience 100

Customer Experience Gamification Banking Sports 100

Michelli Experience

MARCH 7, 2017

In 1909 Harry Gordon Selfridge, the founder of Selfridge’s department store, is credited with saying, “The customer is always right”. Through the years, a number of my colleagues and I have emphasized that the customer is not always right but they are always the customer. Your reputation matters. What would you do?

Lifetime Customer 214

Lifetime Customer Social Media Video Travel 214

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Truthlab

APRIL 8, 2019

Escalade Sports’ wanted to know how the updates to their e-commerce website impacted customer’s experience. To ensure their e-commerce site was a pleasure for their customers to use, they partnered with the UPCI to conduct biometric research capturing data at a unique level to assess how the client felt while shopping on their website.

Customer Experience 63

Customer Experience Sports Study Video 63

GetFeedback

JULY 19, 2019

Customer feedback (aka Voice of the Customer ) is a gift. Your customers are doing you a huge favor by taking time to alert you to a problem when it occurs with your business or to their happiness when that’s the outcome. Customer experience (CX) remains one of the most profuse opportunities for your business to stand out.

Data 262

Data How To Social Media Effort Score 262

Experience Matters

OCTOBER 15, 2015

Are Customer Emotions & Behaviors the Future of Customer Experience? ” Customer experience is all about people (human beings!) Customer experience efforts must do a much better job of dealing with this reality, with both customers and employees. Customer Experience Matters (video).

eBook 120

eBook Video Employee Engagement Customer Experience Design 120

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. Customer Loyalty and Personalization. To create loyal customers, you need more than just a good product. Source: kantar.turtl.co.

Brands 98

Brands Social Media Loyalty Omni-Channel 98

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? The post Vlog Series Part 1: Digital Transformation & The Customer Experience appeared first on truthlab.

Customer Experience 54

Customer Experience Video Customers Interaction 54

Myra Golden

DECEMBER 9, 2019

This is the 7-point call strategy I use when my work is to improve the telephone customer experience in a call center. Customer Care. Short video on how to acknowledge a customer’s emotion: 3. Yield to Callers (Don’t interrupt or over talk customers). Open with a lead-in. Good morning.

Customer Experience 52

Customer Experience Call Center Video Training 52

Myra Golden

SEPTEMBER 8, 2017

Let upset customers vent for a few seconds. And while customers vent, offer simple reassurances, like “Um hmm” or “I see.”. Use “dead air” space on calls to explain to customers what you’re doing or to make small talk. Never say anything to a customer that you wouldn’t say to your mother. Seek out customer contact.

Customer Experience 83

Customer Experience Social Media Video Customers 83

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

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

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. When it comes to customer journey mapping, one size certainly doesn’t fit all. .

Customer Journeys 100

Customer Journeys Travel Hotels Customers 100

Myra Golden

AUGUST 26, 2021

It might surprise you to know I don’t want customer service specialists to apologize to customers. Watch the video. Before you respond to that, let me say that I see apologizing and saying “I’m sorry” as two different things. Was This Helpful? If you’re not yet subscribed, sign up here.

Video 119

Video Customers Customer Service Customer Experience Design 119

transcosmos Information Systems

FEBRUARY 20, 2017

Customer service is the support you offer your customers before, during, and after purchasing your product. It’s what can make—or break—their experience with your business. The Groove HQ blog is a goldmine for customer service reads that are useful and engaging. Customer Experience Matters. Adrian Swinscoe.

Customer Service 98

Customer Service Self Service e-support Infographics 98

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. Enroll anytime. .

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

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C).

Customer Experience 53

Customer Experience Video Sales ROI 53

CX Journey

FEBRUARY 7, 2019

Whether you're new to CX or looking to expand your current knowledge, it is important to learn about what, when, and how to develop personas so that you can serve your customers better. Let’s begin by defining: What is a Customer Persona? Customer Personas are Not. customer locations). customer locations).

Customer Journeys 107

Customer Journeys Video Course Touchpoint 107

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

ERDM

JANUARY 22, 2019

By using customer insights and authentic self-defined preferences, however, it is possible to achieve a fivefold increase in response and engagement rates, as demonstrated in the case study in this paper. Traditionally, marketers put customers into one of two buckets: business-to-business (B2B) or business-to-consumer (B2C).

Customer Experience 49

Customer Experience Video Sales ROI 49

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

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 27, 2017

Questions are a double-edged sword for customer service professionals. You have to ask questions to get to the root of the problem, log issues, and in general, to help customers. Years ago, when I managed a small call center, I realized that my team had to ask our customers seven questions. Our customers liked them too.

How To 120

How To Call Center Video Training 120

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

Truthlab

APRIL 26, 2018

The post How to Present User Test Findings Strategically With Video Highlights appeared first on truthlab.

Video 63

Video How To Course Customer Experience Design 63

Myra Golden

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. Engage with video. What advice can you give me? Provide incentives.

Training 105

Training Customer Service Contact Center How To 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

ShepHyken

NOVEMBER 11, 2022

He shares how companies can use QR codes to improve customer service and experience. QR codes are commonly used for payments and advertisements and are effortlessly offering a contactless solution to customers. For instance, QR codes can effectively be implemented in customer service. Continue reading to learn more. .

Customer Service 64

Customer Service Hotels Social Media Hospitality 64

Michelli Experience

FEBRUARY 16, 2017

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Infographics 223

Infographics Video Employee Engagement Customer Experience Design 223

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

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

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? Design experiences. Implement and activate new experiences.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

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

JANUARY 20, 2021

I taught college psych several years before jumping into the customer service space. In last week’s super-fantastic 4-day De-escalation Academy , I taught my students how to use psychology to get angry customers to back down and accept their word as final. Watch the video now! And share this with your agents.

How To 105

How To Video Training Customers 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?

Video 105

Video Customers Customer Experience Design Customer Experience 105

Myra Golden

APRIL 30, 2020

It’s hard enough for customers to accept bad news. But, if a customer thinks you don’t care about their problem, they tend to talk more, become more difficult, and escalation is likely. Sign up for my email list and learn specific tips, approaches, and phrases to help your employees help your customers.

Tips 59

Tips Video Customers Customer Experience 59