NICE inContact

JULY 30, 2019

Collecting quality customer feedback is great, but how can you ensure that it’s actionable for your business? If you’re sincere about understanding your customers’ experience in your contact center, stop asking so many questions. Short survey’s respect your customer’s time. Design with the end in mind.

Feedback 138

Feedback Contact Center Tips Survey 138

CX Journey

MAY 26, 2016

When you think about the multichannel and the omnichannel customer experience where partners are involved (they aren't always), it's even more critical to ensure partners are lined up for success. From a customer experience perspective. Don’t be so far-removed from the end customer. From a brand perspective.

Customer Experience 109

Customer Experience Hospitality Healthcare B2B 109

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

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

MAY 4, 2020

When a customer reaches out to you about a problem, they usually don’t think things will be easy. To customers, it’s them against you. In this short clip, learn how to use partnering language to show customers you’re on their side, and quickly create calm and regain control of the interaction. GET MORE IDEAS LIKE THIS.

Tips 59

Tips Customers Interaction Customer Experience 59

Comm100

AUGUST 1, 2018

The picks on this month’s series of best CX Posts cover a wide variety of topics focused mostly on the future of customer experience and the trends that are shaking up the industry. This article highlights that customer service is not reserved for those on the frontline and is only a complete process when all levels take part.

Customer Experience 101

Customer Experience Policies Social Media Effort Score 101

Lumoa

FEBRUARY 9, 2023

The focus on enhancing customer experience has gained traction in recent years. As businesses recognize its value, the shift from a product-centered approach to a customer-centric one continues. Actionability is also, as we believe, one of the essential aspects of customer experience management.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Storyminers

MAY 31, 2017

Customer Experience is making great inroads into business, both in the US and in Europe. The 2017 KPMG Nunwood Customer Experience Excellence Analysis benchmarks CX efforts on both sides of the Atlantic. This CX Resource also brings crystal clear insights useful to any serious customer experience design practitioner.

Resources 194

Resources Hotels Guidelines Customer Experience Design 194

Myra Golden

APRIL 2, 2020

It’s fantastic that we can all support customers remotely. In my discussions with clients these days, I’m warning them to watch out for three things as they swiftly move into remote customer service. 3 Quick Tips for the Things That Will Go Wrong with Remote Workers. Is Your Customer Experience Consistent?

Tips 59

Tips e-support Call Center Interaction 59

Myra Golden

JUNE 9, 2021

Now you can give your employees 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. GET MORE IDEAS LIKE THIS.

Customer Service 105

Customer Service Tips Customers Customer Experience 105

Doing CX Right

OCTOBER 29, 2020

Customer Experience Management (CXM) is not just a hot topic in small to big size companies but also at universities too. I shared practical customer experience takeaways and how to’s. It’s a sure way to win and keep employees and customers happy who also recommend your brand.

Employee Engagement 52

Employee Engagement Customer Experience Design Customer Experience Management Tips 52

Myra Golden

NOVEMBER 2, 2016

Convey Empathy to Customers. One of the skills we practice in my onsite customer service workshops is Empathy. Here are some of the exact phrases I share in my training sessions for use in our role-plays – and in real life with customers: Now you can get even more tips for the very best telephone customer experience.

Tips 40

Tips Training Video Strategy 40

Michelli Experience

APRIL 20, 2016

More than a decade ago marketing professors Kevin Keller and Alice Tybout advanced two concepts that not only changed the way people market their businesses but also SHOULD have changed the way we think about delivering customer experiences. In essence, they are the things you and your customers call your own.

Customer Experience Design 100

Customer Experience Design Policies Brands Tips 100

Myra Golden

MAY 18, 2020

One of the top reasons calls get beyond employees’ control is they struggle to get a rambling or upset customer to cut to the point at the beginning of the conversation. So, here’s a tip to help your team control conversations politely. So, here’s a tip to help your team control conversations politely. GET MORE IDEAS LIKE THIS.

Tips 111

Tips Customer Experience Customer Experience Design Customers 111

Myra Golden

JUNE 12, 2018

One of the easiest ways to make your conversations with customers more conversational, and friendly, is to speak in complete sentences. It’s undoubtedly efficient to ask customers questions in this manner. When you have to ask your customer questions, I want you to do two things: Always ask in complete sentences. First name?

Tips 71

Tips Course Training Connections 71

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. Focus questions help you, help your customer to focus on why they’ve called you. Ask Questions That Are Easy For Your Customers to Answer.

Tips 68

Tips Customer Service Industry Conference 68

Myra Golden

NOVEMBER 11, 2020

You can move customers out of venting, rambling, and storytelling using Reframing Statements. Reframing Statements shift conversations with challenging customers from focusing on the problem to what you can do about it. I say “an answer” because I’ll be sharing more solutions in the coming weeks.

Average Handle Time 104

Average Handle Time Tips Contact Center Video 104

Myra Golden

APRIL 1, 2019

Tolerating unacceptable behavior drains morale, frustrates management and can negatively impact the customer experience. This supervisory training program was designed by Myra Golden to position supervisors and managers to assertively nip unacceptable performance in the bud using field-tested and proven intervention techniques.

Tips 92

Tips Hotels Course Training 92

Myra Golden

MAY 7, 2020

When you convey empathy to customers, you reframe the issue from “problem” to what you can do to help. Before offering a solution or asking the customer for details, like claim number or email address, provide a statement for empathy. You’ll find you create calm and maintain control when you lead with empathy.

Tips 97

Tips Customers Customer Experience Customer Experience Design 97

Myra Golden

APRIL 9, 2015

Kd’s looks like an unpretentious café in a new development, but it’s actually a fine restaurant flawlessly delivering southern cuisine, ambiance and a jaw-dropping customer experience. So here’s my experience at Kd’s. The service experience was the big wow for me. Success is in the details.

Customer Experience 40

Customer Experience Customer Experience Design Customers Culture 40

Myra Golden

MAY 8, 2020

We’ll post quick tips to help you deliver the best customer experience. We’d love to connect with you on Instagram — Instagram.com/myragoldenseminars.

Tips 80

Tips Connections Customer Experience Customer Experience Design 80

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

Myra Golden

JULY 2, 2018

Most of your customers are reading the emails you send on their phones or tablets. Like you, your customers are busy. You can make it easy for customers to quickly read and understand your message by doing just a few key things. You do this to be certain that you’ve answered every question in the customer’s email.

Tips 40

Tips Video Customers Customer Service 40

Myra Golden

MAY 7, 2020

Tip: Try this at your next virtual meeting and make it more exciting by offering a prize, like a virtual Amazon gift card!). They’re likely seeing a rise in customer frustration. They need contact, connection, and communication – and the break from serving customers. GET MORE IDEAS LIKE THIS.

Customer Service 71

Customer Service Tips Meeting Video 71

Myra Golden

JUNE 21, 2019

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

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

SmartKarrot

APRIL 4, 2022

Customer-centricity is important for any organization’s culture. Customer-centric DNA means the person needs to have the qualities or features that fundamentally keep the customer at the center of every action. A customer-centric DNA is when the focus of your company is customer success. Have a plan in place.

Customer Centricity 10

Customer Centricity B2B Tips How To 10

Myra Golden

JANUARY 5, 2021

This tip is from my De-escalation Academy. In De-escalation Academy, your employees go from feeling overwhelmed and powerless when they have to give customers bad news, to feeling confident, firm, and in-control as they bring down the temperature in interactions and guide customers to next steps.

Tips 111

Tips Training Interaction Customers 111

Myra Golden

OCTOBER 1, 2021

Turns out, it’s easy to sound friendly with customers. Grab your telephone tip guide here. So what makes a person sound friendly over the phone? Seven things are all it takes, and that’s what I’m breaking down in this video.

Tips 103

Tips Video Feedback Customer Experience Design 103

Myra Golden

MAY 11, 2020

Now you can give your employees 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. GET MORE IDEAS LIKE THIS.

Tips 64

Tips Video Customer Experience Customer Experience Design 64

SmartKarrot

JANUARY 4, 2021

As a customer success leader, you likely feel strong ownership of the “customer experience” and its outcomes. That’s why it’s so painful when you do everything in your power to help customers thrive only to see disappointing results in sentiment or retention. customer interactions independent of channels or functions.

Customer Experience 19

Customer Experience Customer Success Interaction Customers 19

Myra Golden

MAY 21, 2020

They fear to be in intense interactions with frustrated customers. These are the top concerns I’m hearing from clients about re-opening: Front-facing employees worry about potential fallout when they tell customers masks are required for entry. ” Stressed frontline employees are becoming short and defensive with customers.

Policies 105

Policies Tips Interaction Customers 105

Myra Golden

DECEMBER 9, 2019

Have you ever had a conversation with a customer service person, and it went something like that? And it’s hard to create rapport with customers if you sound mechanical. So it makes sense that one of the easiest ways to make your conversations with customers more warm and friendly is to speak in complete sentences.

Course 69

Course How To Tips Advertising 69

Myra Golden

OCTOBER 9, 2020

Getting customers to accept your word as final comes down to two things: A strategic framework and confidence. Grab your slides from this video for quick reference to the four tips. Grab your slides from this video for quick reference to the four tips.

Video 98

Video Tips Customers Management 98

Myra Golden

APRIL 5, 2023

It’s a crucial skill for anyone who frequently takes calls, such as customer service representatives, salespeople, or receptionists. In this guide, we’ll explore the benefits of signposting, provide examples of effective signposting phrases, and offer tips on incorporating signposting into your phone calls.

Self Service 52

Self Service Call Center Tips 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. What’s Your Customer’s Panic Question?

Transportation 92

Transportation Hospitality Exercises Tips 92

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