What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes

C3Centricity

It is what your customers think it is; its brand image, personality and its value to them. They need to be clear and [.]. The post What Every Marketer Needs to Know about Brand Image, Equity, Personality & Archetypes appeared first on C3Centricity.

4 Pain Points of Coaching Employees and How to Handle Them

Myra Golden

As I sit down to write this, I have an unsightly burn on my right hand. Before my keynote tomorrow morning, I’ll have to find the nearest drugstore and buy a discrete looking Band-Aid to cover the sore. Feedback to employees should follow the Hot Stove Rule. Go to: [link].

How to Write Better Emails to Customers Who Send Complaints

Myra Golden

You get recipes and perfectly proportioned ingredients sent to you and all you have to do is whip up gourmet meals in your kitchen. I just don’t have time to grocery shop with my busy kids and my travel schedule. I have successfully refunded the charge to you.

The Ultimate Cheat Sheet on How to Write Complaint Response Letters to Customers

Myra Golden

Making an apology to customers after things go wrong is positively related to satisfaction with the recovery. When a service employee apologizes to a customer, she conveys politeness, courtesy, concern, effort, and empathy. Click image to enlarge. Click image to enlarge.

7 Steps to Elevate Your Customers' Experience

Learn how to walk through your customer's journey in order to improve their satisfaction and engagement

How to Build and Maintain Digital Customer Relationships

Provide Support

How to Build and Maintain Digital Customer Relationships. But many companies have considerable ground to cover on their path to becoming digital enterprises.”. Website is your business card for online visitors, that’s why it is important to keep it neat and clean.

How to Create the Perfect Customer Satisfaction Survey: Questions, Tips & Templates

Comm100

Running a successful business requires more than just a great product — it also means that you need to please your customers and ensure their satisfaction. That is why you need to consider ways of getting feedback from your customers through effective customer satisfaction surveys.

How To Grow

Promoter.io

The post How To Grow appeared first on Promoter.io

Customer Effort: How to Make Things Difficult for Customers, by Premier Inn

ijgolding

On that occasion, Vauxhall provided the case study to bring Customer Experience ‘theory’ to life. In 2017, it gives me absolutely no pleasure to have to bring the subject to life once more, with an example that may be a surprise to many – especially in the UK.

Customer Experience Strategy: How to Measure the Immeasurable

Take a second to reflect on the brands you love. How do you go about creating an awesome customer experience strategy that works for your own customers

How to Manage Like a Great Movie Director

Steve DiGioia

Now children, we are going to have free time. Each of you will be able to do whatever you want until class is over” said the teacher. Adaptability is rampant to suit the client’s wishes/needs. And the bosses want to be a “friend” to their subordinates.

How to Respond to a Negative Review

ReviewTrackers

“No business is immune to a negative online review.”. How to Respond to a Negative Review: Apologize. Ask them to come back. That’s why it’s so important that you respond to negative reviews. It allows you to protect your reputation in today’s Yelp age.

Customer Experience Mapping: How to Create Smoother, More Effortless Journeys

Comm100

Let’s be honest, companies do not send out newsletters promoting massive “wins” and provide huge commission checks when an internal team manages to “save” a customer. First, let’s go through what a journey map is and how to complete one. Tools to Create Your Journey.

How to Improve Customer Experience with Marketing

ReviewTrackers

At that time, customers were just beginning to experience the option to return items, for example. Today, customers still want an experience that exceeds their expectations, but the experience itself has transformed to become more complicated and complex than ever before.

How to Use Continuous Improvement Strategies for Customer Experience Improvement

Comm100

In this day and age, all companies who want to get an edge over the competition must embrace customer experience continuous improvement as a strategy to ensure their customers receive great customer experiences. Act to improve the change further.

How to Build a Seamless Customer Experience

Customer Bliss

A journey framework, even in its simplest form, when used with consistency provides a structure to understand the priorities in customers’ lives. This moves the work from trying to drive improvement on all the touchpoints to focusing on those that matter most in the lives of customers.

How to Be a Happy Customer

Provide Support

What it takes to be a happy customer. There are many talks around what companies should do to create happy customers. To a great extent it is in our power to have positive customer experience wherever we go and whatever we purchase. Was there anyone to blame?

This Is What You Say When a Customer Cusses At You

Myra Golden

But never have I dared to cuss at a person in a customer service role. And I get rather upset about lousy customer service and still manage to talk nicely to people about any issues I encounter. It isn’t possible for me to help while listening to that language.

Developer Roundtable: How to Get App Reviews

ReviewTrackers

Regardless of whether they’re choosing a new restaurant, a hotel, a car dealership, an insurance provider, or even a company to work for , people rely more than ever on the opinions of others — such as those voiced in online reviews. How to Get App Reviews and User Feedback.

Here’s How to Respond to the Customer Who Asks to Speak to Your Supervisor

Myra Golden

Thanks to the Internet and social media, customers are more savvy now than ever before. According to Newsweek magazine, the stress level of customer service representatives is comparable to that of air-traffic controllers and police officers. How does that sound?”.

17 tools to help you write the perfect email to just about anyone

Kayako

L et’s talk about how writing emails is so anxiety-inducing for some people that it caused at least one person to go invent an algorithm to figure out how to write an email based on 64 personality types. (I’m That should make it easier to put a face to your reader.

Tools 78

A Guide to Perfect Customer Service, or How to Reach a Customer Service Nirvana

Provide Support

A guide to customer service nirvana. How to reach this bountiful state? Whether we are talking about customer service or any other aspect of life, the first step in that direction is to recognize the fact the some things are out of balance now. Are you ready to go?

3 Ideas to Help Customer Service Employees Work Through Burnout

Myra Golden

Guilt was my first response to burnout. How dare I feel bored, dis-interested and un-creative. So many people would be happy to be where I am; I should be grateful. Don’t allow customer service employees to spend more than 80% of their time on the phones.

How to Solve the Biggest Problems with Coaching Employees

Myra Golden

We’re calling it: “How to Solve the Biggest Problems with Coaching Employees.”. If you’re a Member of my Full Access program or you registered for this event, your handouts were sent to you last night, so be sure to check your email for the packet.

The Best CX Leaders ROCK at These 3 Things

360Connext

Now leaders worldwide are resolving to improve CX. Those of us who know what works and what doesn’t need to share their knowledge. You see, most leaders want to show customers they care, but many aren’t sure how to do that.

Get Your Horses Going in the Same Direction (How to Get More Done)

Myra Golden

How, then, does a businessperson focus and get all of her horses running in the same direction? Glenda was overwhelmed trying to tackle several aspects of her contact center. And yet, Glenda’s project list probably looks a lot like yours in terms how much she’s juggling.

How to engage millennials for customer insight and marketing

Vision Critical

Brands of all sizes around the globe are trying to engage Millennials and understand what motivates them and drives their attitudes and behaviors. As Millennials enter adulthood and their preferences impact the economy, marketers and researchers need to develop a deeper understanding of them.

How to Embed a Customer Experience Framework 

ijgolding

In my exclusive column for CustomerThink in October 2016, I shared my ‘top tips’ for creating the right culture to enable an organisation to become genuinely customer centric. In my last column of 2016, I explored tip number 2 – how to embed a Customer Experience Framework.

4 Things Every Supervisor Should Be Doing to Address Unacceptable Employee Performance

Myra Golden

I want to talk to you about how to most effectively handle unacceptable employee performance. But before I get to that, let me tell you about a situation with my daughter. I had to take my daughter’s phone from her yesterday. It’s up to you.

The Exceptionally Easy & Profitable Uses of Customer Co-creation

C3Centricity

Since working more closely with customers is the best way to understand, satisfy and delight them, I am impressed that she is taking co-creation even further.

How to improve listening skills for customer growth

Customer Bliss

Research indicates that, if you want people to listen to you, you typically need four elements taking place: That’s: Authority, or your knowledge and expertise in an area. Empathy, or your ability to connect with others. Wait for the speaker to pause to ask questions.

This Is How to Talk To An Employee About a Problem {3 Steps}

Myra Golden

One of the things I’m working on this year 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. I want her to know how she comes across to customers, which is rude.

Say Goodbye to Marketing & Brand Building, Say Hello to Consumer Centricity

C3Centricity

If you’d like to see more about its complete history, then I highly recommend this Hubspot infographic. With the advent of digital marketing in the early 80’s, many companies began to take a serious look at their marketing. Marketing is an old profession.

How to Write a Compelling Customer Support Email

Kayako

But that doesn’t mean it has to be boring. Practice makes perfect and setting yourself the challenge to improve keeps you interested. Do you have a way to do this already that I’m missing, or is it really just not available? Is there a way to favorite things?

7 Guaranteed Ways to Lose a Customer

Steve DiGioia

You worked hard for years to build a loyal customer base and now look at you. Employee morale is low and coming to work is no longer fun. How did you get into this position? 7 Guaranteed Ways to Lose a Customer. Speak to me like a person.

Ditch the Script: How to Personalize Real-Time Customer Service

Provide Support

Ditch the Script: How to Personalize Real-Time Customer Service. Today we are pleased to share a guest posting by Stephan Delbos , a social customer service expert from Brand Embassy. Luckily there’s usually a director waiting in the wings to whisper your line to you.

Here’s How to Respond to the Customer Who Asks to Speak to Your Supervisor

Myra Golden

Thanks to the Internet and social media, customers are more savvy now than ever before. According to Newsweek magazine, the stress level of customer service representatives is comparable to that of air-traffic controllers and police officers. How does that sound?”.

We Need to Talk About How You Coach Your Employees

Myra Golden

“My job is not to be easy on people. My job is to take these great people we have and to push them and make them even better.”. Most managers don’t give employees the constructive feedback they need in order to develop and grow. Rights to download and save webinar video.

How to Apologize to Customers Effectively

Comm100

Just repeating the phrase over and over again will come off as insincere—which can be difficult, because it’s hard to be genuine when you don’t always feel sorry. But there are so many instances in which you have to apologize to a customer. Sometimes you have to deny a request.

What Aikido Masters Know About Handling Difficult People That You Don’t

Myra Golden

The workshop was: “What Aikido Master Know About Handling Difficult People That You Don’t” As you know, much of what I teach is focused on how to most effectively deal with difficult customers.