Myra Golden

MAY 24, 2021

Myra, What if the Customer doesn’t want to hear sorry because they already heard those words multiple times? Question Two 3:38: I would like to know the best ways to reduce call handling time, stop callers talking over me, and to not have to repeat what I’ve told them. Watch for ideas to get your AHT down quickly!

How To 72

How To Course Customers Examples 72

Heart of the Customer

SEPTEMBER 6, 2018

I was talking with a prospective customer last week, and I walked through our customer journey mapping process – first you collect companies’ hypothesis and existing data, then go out to their customers to interview them in their places of work (they’re a B2B company), and finally bring that voice of the customer back to […].

Customer Journeys 87

Customer Journeys B2B Customers Data 87

CX Ahead

JULY 26, 2021

In the contact centre, it’s pretty apparent who your team is talking to – they are talking to a customer or to a prospect. Let’s turn this around for a second and think from the customer’s perspective. Who are your customers talking to? Are they acting as themselves when they talk to your customers?

Study 52

Study Interaction Customers Report 52

Blake Morgan

FEBRUARY 7, 2023

As the name implies, customers get to build their own bear or fuzzy friend from start to finish, even filling it with stuffing, adding a heart, and giving it a name. Build-A-Bear Workshop CEO Sharon Price John says customer experience is woven into the brand’s DNA. Does it serve customers? Is it backed by data?

Customer Experience 52

Customer Experience Strategy Customer Centricity Brands 52

CSM Magazine

MAY 21, 2021

Although the skills needed to create engaging and valuable experiences are the same, the reasons why people contact customer service have changed a lot in recent years. About a decade ago, brand sustainability was a topic that only a few eco-aware customers enquired about and that barely occupied a paragraph on the company’s website.

Training 52

Training Customer Service How To Customer Service Representative 52

Customer Bliss

AUGUST 27, 2015

“Customer Culture” is talked about by many leaders but misunderstood by most organizations. That is because it is spoken of as a concept, rather than attached to the deliberate behavior and consideration of customers’ lives. Prove customer commitment with deliberate actions. Unite the leadership team.

Culture 100

Culture Leadership Customers Customer Experience 100

InMoment XI

APRIL 1, 2014

In recent months, I have had several conversations with organisations about fieldwork and specifically these conversations have been around telephone based surveys (CATI).

Survey 200

Survey Marketing Customers 200

InMoment XI

APRIL 1, 2014

In recent months, I have had several conversations with organisations about fieldwork and specifically these conversations have been around telephone based surveys (CATI).

Survey 200

Survey Marketing Customers 200

InMoment XI

APRIL 1, 2014

In recent months, I have had several conversations with organisations about fieldwork and specifically these conversations have been around telephone based surveys (CATI).

Survey 200

Survey Marketing Customers 200

Adrian Swinscoe

JULY 9, 2021

Last month I was asked to appear on a BBC local radio show to talk about customer service and why often it can be so hard […]. The post We need to talk about the messy middle of customer experience first appeared on Adrian Swinscoe.

Customer Experience 52

Customer Experience Customers Customer Service 52

Experience Investigators by 360Connext

FEBRUARY 9, 2015

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1.

Customer Centricity 110

Customer Centricity Social Media Consulting Strategy 110

My Customer

SEPTEMBER 26, 2023

Neglecting existing customers in pursuit of new ones is a common mistake which is why it’s an issue that lies at the heart of most. 26th Sep 2023 By Nicole Holt Head of Research

Customer Retention 52

Customer Retention Customers 52

Amity

MARCH 22, 2017

Who doesn't love a good TED Talk? Customer Success isn't just about Customer Success, it's about skills, learning, growth, people, and much more. On the list of Customer Success Manager must-haves, empathy figures among the most highly regarded and badly required skills. Learning Empathy as a Skill.

Customer Success 94

Customer Success Customers Analysis Tips 94

Ann Michaels and Associates

JUNE 26, 2020

When I think about how brands “talk” to their customers effectively, I always think of Target. This goes back a few years now, but Target was a brand that listened in social media and used social media to learn not only what customers where saying about them, but also how they talked about them.

Examples 52

Examples Social Media How To Retail 52

Heart of the Customer

SEPTEMBER 6, 2018

The post “Now, why exactly do you need to talk to customers?” ” appeared first on Heart of the Customer.

Customer Journeys 60

Customer Journeys B2B Customers Data 60

Omnicus

FEBRUARY 20, 2017

Customer service is a skill. Learning how to speak to your customers and how to be nice to your customers is vital. Following the above commitments will lead to superior customer service. Following the above commitments will lead to superior customer service.

How To 140

How To Sales Customer Service Industry 140

Beyond Philosophy

FEBRUARY 23, 2018

How Do We Get Our Customers to Talk? The post How Do We Get Our Customers To Talk? appeared first on.

Customers 60

Customers 60

Myra Golden

AUGUST 29, 2019

You already know it’s best to not say words like “Unfortunately,” or a hard “no,” and you probably even know that you need to let angry customers vent for at least a few seconds, but there are some other things you should know before trying to get customers to accept your word as final, especially when you have to give customers bad news.

Video 71

Video Communication Training Customers 71

Education Services Group

APRIL 18, 2019

If you’re not on the same page as your customers, you’ll just be talking past them and you won’t accomplish anything. In the business world, that means understanding what clients and customers are saying and responding to them in a way that shows them you’re listening. Talk Like A Human Being. Here’s an example.

How To 45

How To Course Customers Customer Success 45

Ann Michaels and Associates

FEBRUARY 28, 2019

In these instances, customers were seeking help but what they received was a negative interaction brought about by tone and wording. Although the problem could still be resolved, the customers received a negative customer experience, and unfortunately that’s what they’ll remember. Heard any of these before? Use the Right Tone.

How To 40

How To Social Media Communication Customers 40

Maru/HUB

FEBRUARY 2, 2018

This week we’ve been focused on customer service in the wake of new experiences in the way we shop, interact and provide feedback. An interesting study conducted by Aspect in 2017 revealed that amongst the 1,000 American consumers surveyed, nearly a third would rather clean a toilet than talk to customer service.

Omni-Channel 80

Omni-Channel Consumers Self Service Effort Score 80

Myra Golden

OCTOBER 4, 2016

When you are speaking with your employees about their customer service approach, be sure to not just focus on what they are doing wrong. Talk to your employees about what they’re doing right. You had a tough customer there with Ms. I appreciate the way you allowed her to vent, offering simple reassurances while she talked.

How To 40

How To Call Flow Exercises Feedback 40

Myra Golden

OCTOBER 4, 2016

When you are speaking with your employees about their customer service approach, be sure to not just focus on what they are doing wrong. Talk to your employees about what they’re doing right. You had a tough customer there with Ms. I appreciate the way you allowed her to vent, offering simple reassurances while she talked.

How To 40

How To Call Flow Exercises Feedback 40

InMoment XI

DECEMBER 14, 2022

In the first episode of the XI Café Podcast we’re talking to legalsuper ’s CX Insights and Service Design Lead, Eslam Afifi. Welcome to the XI Café Podcast! Where to Find the XI Café Podcast. More of a visual person? No worries. You can also find the video recordings off the XI Café Podcast on our YouTube channel!

Tourism 493

Tourism Data Government Financial 493

ShepHyken

SEPTEMBER 27, 2019

This week we feature an article by Jessica Wise who shares a story to illustrate how you can develop a lifelong relationship with your customers by creating a customer experience they will never forget. The chance to shock and awe your customers will arise when they present you with a problem that needs solving. Enter problem.

Customer Experience 113

Customer Experience Loyalty Engagement Customers 113

CSM Magazine

SEPTEMBER 28, 2019

You already know it’s best to not say words like “unfortunately,” or a hard “no,” and you probably even know that you need to let angry customers vent for at least a few seconds, but there are some other things you should know before trying to get customers to accept your word as final, especially when you have to give customers bad news.

Communication 45

Communication Customers Conference Call Center 45

Lumoa

FEBRUARY 7, 2023

Nowhere is this more true than with customer relationships. Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. Customers don’t always take the time to express their feelings. In This Article: What is the Voice of the Customer (VoC)?

Analysis 423

Analysis Data How To Customer Centricity 423

Experience Investigators by 360Connext

MAY 7, 2024

Discover the future of customer experience as we tap into the wisdom of industry leaders who are redefining the landscape. We’re peeling back the layers of integrated strategies and customer-first culture, offering you unique perspectives that could very well shape your next move in the world of customer experience.

Healthcare 143

Healthcare Culture Customer Voice Connections 143

Wootric

AUGUST 29, 2018

It sounds simple — but it’s not easy: talking with your customers through every stage of the customer lifecycle. There’s been a lot said about the value of talking to your customers before you build the product to ensure market fit, but very little said about continuing the conversation past marketing and past the sale.

Net Promoter Score 65

Net Promoter Score Effort Score NPS Survey 65

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? I’ll Help Them.

How To 40

How To Exercises Customers Training 40