CX Workout - Ideas Blog

OCTOBER 3, 2018

Three Ways to Turn Data Into Experiences – Story Miners & CX Workout. Thank you so much for joining us for today’s webinar. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. Full transcript below: Hello everyone!

Data 40

Data Customer Journeys Consulting Course 40

CX Workout - Ideas Blog

OCTOBER 3, 2018

Three Ways to Turn Data Into Experiences – Story Miners & CX Workout from Mike Wittenstein on Vimeo. Thank you so much for joining us for today’s webinar. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. Full transcript below: Hello everyone!

Data 40

Data Customer Journeys Consulting Course 40

CX Workout - Ideas Blog

AUGUST 3, 2018

Transcript: Introduction to Digital Leadership Webinar. Okay, welcome everyone, thank you so much for joining us for today’s webinar. My name is Alexander Doak and I’m the director of customer success at CX Workout. As those of you know who have attended previous webinars, our goal is a simple one.

Leadership 40

Leadership Course Case Study Social Media 40

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

Experience Matters

OCTOBER 15, 2015

Are Customer Emotions & Behaviors the Future of Customer Experience? That’s a question that Colin Shaw and I recently discussed/debated during a joint webinar. ” Customer experience is all about people (human beings!) Behavioral Guide to Customer Experience Design (report).

eBook 120

eBook Video Employee Engagement Customer Experience Design 120

Myra Golden

JULY 12, 2019

Read the webinar outline and signup!

Customer Experience Design 45

Customer Experience Design Customer Experience Customers 45

CX Workout - Ideas Blog

MARCH 29, 2018

The most misunderstood thing in customer experience design is that it is NEVER just about the customer. To ensure you invest in things that create the right balance, focus on four things: Map Both the Customer and the Employee Experience: This is important because it determines the lens you see things through.

Customer Experience 40

Customer Experience Customer Experience Design Innovation Employee Experience 40

CX Workout - Ideas Blog

MARCH 29, 2018

The most misunderstood thing in customer experience design is that it is NEVER just about the customer. To ensure you invest in things that create the right balance, focus on four things: Map Both the Customer and the Employee Experience: This is important because it determines the lens you see things through.

Customer Experience 40

Customer Experience Customer Experience Design Innovation Employee Experience 40

CX Workout - Ideas Blog

MARCH 29, 2018

The most misunderstood thing in customer experience design is that it is NEVER just about the customer. To ensure you invest in things that create the right balance, focus on four things: Map Both the Customer and the Employee Experience: This is important because it determines the lens you see things through.

Customer Experience 40

Customer Experience Customer Experience Design Innovation Employee Experience 40

Myra Golden

AUGUST 5, 2019

When I work with customer service and marketing teams to improve customer interactions, I always ask some form of these questions: “It’s six months from today. What does our customer experience feel/look/sound like?” On August 9th I am hosting a webinar, Quality Form Development & Coaching.

Customer Experience 45

Customer Experience Customers Meeting Interaction 45

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers? Psychological Priming.

Self Service 91

Self Service Guidelines Customers Knowledge Base 91

CX Journey

MAY 3, 2016

The Customer Experience Professionals Association (CXPA) was established in 2011 to support and to advance the customer experience profession, to set standards for the profession, and to increase the visibility of these long-unsung heroes. this impact the customer and his experience?

Customer Experience 80

Customer Experience Customer Experience Professionals ROI Metrics 80

Myra Golden

APRIL 11, 2023

With customer expectations rising and budgets tightening, contact centers are under pressure to deliver excellent service while reducing costs. By optimizing your workforce, using technology, and fostering a culture of continuous improvement, you can deliver an exceptional customer experience while improving efficiency and reducing costs.

Strategy 52

Strategy Contact Center Average Handle Time First Call Resolution 52

Beyond Philosophy

MAY 1, 2017

Most organizations realize Customer Experience is vital to their competitive differentiation. My co-author Professor Ryan Hamilton and I shared seven imperatives for taking customer experience to the next level in The Intuitive Customer. However, few include this consideration in their design, 2.4

Effort Score 134

Effort Score Customers Loyalty Customer Experience 134

CX Journey

JULY 25, 2017

And it's important to understand what makes one a CX Winner versus a CX Loser, which is why I tackled this topic in a recent webinar with CallidusCloud|CX. It's a company that doesn’t understand its customers and doesn’t take the customer into account in all that it does; the customer is not a priority.

Customer Experience Professionals 97

Customer Experience Professionals Culture Leadership Customer Experience 97

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. In my Guided Webinar , I’m walking you through precisely how to execute each of these four steps.

Exercises 66

Exercises Contact Center Video Meeting 66

Myra Golden

APRIL 2, 2019

You can’t lead your company in delivering exceptional customer experiences if you don’t get first the people management down. Here are 4 things you can expect to experience during the first phase of your transition from peer to supervisor. Your biggest challenge is going to be managing friends and close associates.

Leadership 79

Leadership Feedback Training Management 79

Myra Golden

JANUARY 23, 2017

I may not have the bubbly tone like Tammy, but I’m good with customers.” On January 26 th I am hosting a webinar, Quality Monitoring & Coaching.” If you want to get Quality Monitoring Right, join me for this special webinar. Here are the details on this webinar. My webinars are famous for actionable take-aways.

How To 55

How To Comparison Contact Center Call Center 55

Myra Golden

JULY 16, 2019

After I deliver a customized, engaging customer service workshop, I help my clients reinforce the main ideas. We’re just trying to measure the customer experience. I remember sitting down with Ava, a customer service supervisor, to discuss her Quality Form. Yes, I’m serious. Monitoring Sans Coaching.

Contact Center 51

Contact Center Meeting Feedback Interaction 51

Myra Golden

JANUARY 25, 2017

This is such an important training because it addresses head-on the 4 biggest challenges supervisors and managers face with monitoring and coaching customer service employee: How to design the most effective monitoring form. Here are the details on this webinar. My webinars are famous for actionable take-aways.

Training 45

Training Feedback Measurement Tips 45

Beyond Philosophy

MARCH 4, 2019

The latest developments in this field are changing the way we can measure authentic customer emotions in real time. We discussed how technology and facial recognition are changing how to measure authentic customer emotions in real time on our latest podcast. Customer emotions drive customer behavior.

Measurement 102

Measurement Consulting Technology Customer Experience Professionals 102

Myra Golden

JANUARY 17, 2017

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers. Get Some Ideas and Plans.

Contact Center 45

Contact Center Video Measurement Feedback 45

Myra Golden

JULY 12, 2019

I may not have a bubbly tone like Tammy, but I’m good with customers.” On August 9 th I am hosting a webinar, Quality Form Development & Coaching. If you want to get Quality Monitoring Right, join me for this special webinar. Here are the details of this webinar. Even if you can’t attend, get the recording.

Comparison 79

Comparison How To Contact Center Call Center 79

Myra Golden

MAY 13, 2019

Imagine your newest and most timid employee’s next call is from an irate customer. The customer is ranting so loudly that the person across from her can hear his voice. She’s leaning in toward her computer and listening to the customer. See the webinar outline. But your employee is calm and confident.

How To 78

How To Call Center Training Customers 78

Myra Golden

JANUARY 25, 2017

This is such an important training because it addresses head-on the 4 biggest challenges supervisors and managers face with monitoring and coaching customer service employee: How to design the most effective monitoring form. Here are the details on this webinar. My webinars are famous for actionable take-aways.

Training 40

Training Feedback Measurement Tips 40

Myra Golden

JANUARY 17, 2017

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers. Get Some Ideas and Plans.

Contact Center 40

Contact Center Video Measurement Feedback 40

Myra Golden

JANUARY 23, 2017

I may not have the bubbly tone like Tammy, but I’m good with customers.” On January 26 th I am hosting a webinar, Quality Monitoring & Coaching.” If you want to get Quality Monitoring Right, join me for this special webinar. Here are the details on this webinar. My webinars are famous for actionable take-aways.

How To 40

How To Comparison Contact Center Call Center 40

Myra Golden

JULY 12, 2019

The goal was to motivate customer service employees to deliver a better customer experience by monitoring calls and giving feedback on calls. Each dimension on the score sheet was rated on a 5-point scale after supervisors listened to a random sample of calls between employees and customers.

Contact Center 45

Contact Center Meeting Feedback Video 45

Myra Golden

OCTOBER 11, 2016

My Fitbit chat experience got me thinking about something I do all of the time. Companies ask me all of the time for help with their chat experience. Then, I custom create a chat flow and pre-scripted phrases that reflect the brand’s voice. A one-hour webinar with Myra Golden. Take a look at my full webinar outline.

Connections 45

Connections Customer Experience Examples Strategy 45

Myra Golden

DECEMBER 17, 2015

You know your customer service is not where it needs to be. You know your agents aren’t delivering the level of service your customers expect and deserve. There are 2 reasons why your agents are failing at the customer experience. They aren’t establishing rapport with customers. Customer: “Hi Bill.

Call Center 40

Call Center Customer Experience Contact Center Meeting 40

Myra Golden

JANUARY 15, 2019

One of the things I’m working on for 2019 is giving you tools to help you coach your employees and hold them accountable so that they are positioned to deliver the best possible customer experience. Let’s say you’re going to talk to an employee about her tone or attitude with customers. Use what I call KFD.

Meeting 73

Meeting Course Feedback Customer Experience 73

Myra Golden

AUGUST 19, 2019

–Attend a webinar. 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.

Exercises 65

Exercises Tips Course Training 65

Myra Golden

JULY 15, 2019

Develop Standards and Objectives for Customer Experience. Design Coaching Strategy. Equip employees to create positive conversations with challenging customers? Describe for me in detail what you hear in calls, read in chat/email/text, and what feedback are you getting from customers? Develop Calibration Strategy.

Exercises 51

Exercises Strategy Report Meeting 51

Myra Golden

OCTOBER 11, 2016

My Fitbit chat experience got me thinking about something I do all of the time. Companies ask me all of the time for help with their chat experience. Then, I custom create a chat flow and pre-scripted phrases that reflect the brand’s voice. A one-hour webinar with Myra Golden. Take a look at my full webinar outline.

Customer Experience 40

Customer Experience Connections Examples Strategy 40

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

MAY 13, 2019

Dismissing fits of anger can be a healthy response in some situations – unless the infuriated person is your customer. You don’t want an upset customer to operate from the right emotional brain. You want your customer coming to you from their logical, rational, and calm left brain. See the webinar outline.

Communication 68

Communication Training Customers Interaction 68

Myra Golden

FEBRUARY 14, 2017

In this week’s professional development event, my De-escalation webinar , I’m going to open with a video clip from Jack Nicholson’s Five Easy Pieces. The clip shows Jack Nicholson’s character trying to customize a sandwich from the menu. I’m sharing this clip to set the tone for the de-escalation webinar. Limited choices.

Video 77

Video Hotels Training Interaction 77