SurveySparrow

JUNE 30, 2023

Welcome to the captivating world of customer experience design, where we turn mundane interactions into extraordinary adventures. But, we will be unleashing our creativity to design experiences that will have your customers grinning from ear to ear. Now, we won’t be donning capes or fighting villains.

Customer Experience Design 52

Customer Experience Design Customer Experience Net Promoter Score Touchpoint 52

Myra Golden

OCTOBER 6, 2021

Day 3 of Customer Service Week was fun! I shared ten super-energizers that are fantastic for Customer Service Week and beyond! If you missed the live event, no worries. We’ve got you covered with the replay below. Join us at 9am ET tomorrow live!

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Customer Service Events Customers Customer Experience Design 122

Myra Golden

SEPTEMBER 17, 2021

Are you still trying to figure out how to celebrate Customer Service Week? After the year and a half your team has pulled your company through, don’t let National Customer Service Week pass without an epic celebration of your front line! Here are three steps to easy National Customer Service Week planning!

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Customer Service Download Events Innovation 116

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer experience is the sum of each interaction a customer has with your brand, and how they feel about it. The way to leverage this is to understand that intentional, proactive and positive customer experience design leads to real results for your organization AND your customers. Cost of service.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Myra Golden

JUNE 29, 2021

Mark your Calendars for October 4 – 8, 2021, because we’re celebrating National Customer Service Week! This year’s theme is, Celebrating the Heart of Service. And I’m facilitating five online video sessions!!! After the year we’ve had, I’m so ready to celebrate with you, to celebrate with you!

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2021 Customer Service Customers Customer Experience Design 105

Stella Connect

JANUARY 4, 2022

Customer service coaching refers to the practice of ongoing communication between the agent and their manager to hone in on how to improve on specific skills, achieve specific goals, and develop their craft so they can handle even the most difficult customer interactions. Coaching Customer Service Agents for Individual Growth.

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Customer Service Training Customer Service Contact Center Customers 97

Myra Golden

SEPTEMBER 23, 2020

Up your customer service game! Show your boss you’re proactive. Eight classes FREE through March 2021. Opportunity.LinkedInLearning.com.

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Customer Service 2021 Customers Customer Experience Design 111

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. What advice can you give me? Engage with video.

Customer Service 105

Customer Service Contact Center Customer Service Training Call Center 105

Experience Investigators by 360Connext

NOVEMBER 2, 2021

We develop personas for specific activities around customer experience management. They are extremely useful when it comes to: Customer Journey Mapping. Customer Service Blueprinting. Designing customer feedback strategies. Prioritizing improvements along the customer journey. Let me know.

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Customer Journey Mapping Culture Customer Journey B2B 375

Win the Customer

SEPTEMBER 29, 2014

It’s critical to understand customers, customer expectations, and have the right process to ensure that service delivered exceeds service expectations. Customers want more than just words and pretty pictures. Customer Journey mapping is an integral part of customer experience design.

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Customer Journey Mapping Customer Experience Customer Experience Design Customer Journey 134

Myra Golden

APRIL 23, 2020

If you don’t have a LinkedIn Learning subscription, it’s super easy to get started training your team with my 7-course customer service boot camp. Empathy for Customer Service Professionals. Learn about how practicing empathy—building a connection—makes customers feel cared about and creates rapport.

Customer Service 101

Customer Service Retail Interaction Customers 101

BlueOcean

JANUARY 6, 2020

Competitive pressures, customer expectations, and emerging technologies are some of the key factors pushing leaders to elevate and evolve their customer service approach. We often talk about omnichannel as the ultimate goal for any and every customer service solution. An Increase in Channel Switching.

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Omnichannel Customer Care Customer Journey Consumers 177

GetFeedback

JULY 19, 2019

A core question for businesses in this day-and-age is this: Are you listening— really listening—to each and every one of your customers? Harnessing the swell of customer feedback. I’ve interviewed dozens of companies to learn why so few businesses make a strong level of commitment to feedback and customer service.

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Social Media Webinar Feedback Books 262

Lumoa

FEBRUARY 9, 2023

more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g. informing the customer more often about how the repair is proceeding) Only after you have acted on feedback, customer experience processes are developing.

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Definition Net Promoter Score Customer Experience B2C 167

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 Customers Customer Experience Customer Experience Design 105

Myra Golden

OCTOBER 7, 2021

My son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Watch me unbox that surprise here. servicetrailblazers #customerserviceweek [link]. Oh, my gosh! This is amazing! .

Customer Service 105

Customer Service Customers Customer Experience Design Customer Experience 105

Myra Golden

JUNE 25, 2018

Too many hiring managers focus on candidates’ work history when filling customer service roles. They get excited when they read that the candidate has six-plus years working in customer service. But past work in customer service is not a reliable indicator of future success in serving your customers.

Customer Service 94

Customer Service Customers Communication Interaction 94

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.

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Customer Service Webinar Events Customers 84

Michelli Experience

FEBRUARY 7, 2017

I have been slow to accept that, from a service perspective, humans will ever be replaced by computers. I’ve suggested that customers will resist “robots” and I’ve based my thinking in part on the “uncanny valley” hypothesis which postulates that the more robots look like humans the less humans will feel comfortable with them.

Customer Service 108

Customer Service Customers Interaction Social Media 108

Myra Golden

JULY 1, 2020

Customer Service Specialist is one of 10 jobs identified as having the most significant number of job openings*, have had steady growth over the past four years, pay a livable wage, and require skills that can be learned online.

Customer Service 105

Customer Service 2020 Interaction Customers 105

Myra Golden

JULY 15, 2021

Download the empathy statements PDF and practice your first five empathy responses to customers. Grab your empathy sheet!

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Download Customer Service Customers Customer Experience Design 122

ShepHyken

JULY 6, 2020

Each week I read a number of customer service and customer experience articles from various resources. The most important customer service qualities in the next normal: Expertise, empathy, and speed by Vala Afshar. Expertise, empathy, and speed are the top three most important customer service qualities.

Article 66

Article 2020 Customer Service Healthcare 66

Myra Golden

APRIL 17, 2017

Don’t allow customer service employees to spend more than 80% of their time on the phones. Maybe you train employees to handle social media inquiries and that way they can still do customer service work, just away from the phones. I created a task force of 4 customer service agents.

Customer Service 76

Customer Service Call Center Contact Center Fashion 76

Myra Golden

APRIL 20, 2020

I read that the average customer service call lasts 2 minutes longer than it needs to. Often, we don’t know how to get an angry customer to back down, or we struggle to move a customer from venting to a solution. Or we don’t want to be rude when trying to wrap things up with a friendly, talkative customer.

Customer Service 76

Customer Service Customers Customer Experience Design Customer Experience 76

Stella Connect

APRIL 17, 2018

If you’re in a call center performance management role, you’ve probably invested a lot of time and energy in your customer service training and coaching programs. You’re determined to build a team of brand experts who can connect with customers, resolve issues, and drive sales with ease. Coach your service team strategically.

Customer Service Training 62

Customer Service Training Customer Service Contact Center Customers 62

BlueOcean

MARCH 13, 2023

The question of the moment is: what role is ChatGPT going to play in delivering a loyalty-building customer experience? We’ve long been proponents of making transactional customer service low effort, for both customer and contact center. Can AI Handle Complex Customer Care? So let’s get into it.

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Contact Center Customer Experience Average Handle Time Customer Care 156

ShepHyken

JANUARY 10, 2017

Customer Experience Design. Shep Hyken speaks with Brian Solis, who asserts that all thinking needs to start with the customer experience design. Design what your customers are supposed to feel at all parts of their customer journey. Think beyond the products and services that you sell.

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Customer Experience Design Books Customer Journey Customer Experience 91

Beyond Philosophy

JULY 11, 2020

From how they form to how they change to how they drive your customer loyalty, customer memories are a crucial aspect of your Customer Experience. Knowing the role your Customer Experience design plays in the formation of customer memories is critical to enabling customer-driven growth.

Management 140

Management Customer Experience Design Customers Connections 140

Myra Golden

APRIL 3, 2020

Book Your Virtual Customer Service Workshop Now! Once we agree on your training content, we set a date for live virtual training that includes breakout rooms, online hand-raising, polling questions, and PDF workbooks. Plus, we record the training and hand it over to you to use as you wish.

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Workshop Customer Service Books Customers 59

Myra Golden

OCTOBER 14, 2020

The De-escalation Technique Executives, Politicians, and Customer Service Leads Use to Stay In Control! (It When you use these steps in your next challenging conversation with a customer, you’ll be more assertive and in control of the interaction. It Worked on My Husband!)

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Customer Service Blog Interaction Customers 96

ShepHyken

DECEMBER 5, 2018

If a customer is on a website and needs help, there should always be a human fallback. A bad customer experience design: The concept of CX design is a hot topic. Companies are assigning executive titles to the person in charge of “design.” This isn’t designing labels and packaging.

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Banking Advertising Customer Service Training Customer Experience Design 127

Myra Golden

FEBRUARY 14, 2022

” My De-escalation Academy for Customer Service will help you bring down the temperature with those mean customers. I’ll show you how to transfer customers out of the emotional right-brain and guide them to the next steps inside the Academy.

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Customer Service Article Customers Management 75

Myra Golden

OCTOBER 1, 2018

Customer Service Week is a fantastic time to celebrate the VIP employees who take care of your customers, and it’s the perfect week to go all out for your customers.

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Customer Service Culture Customers Customer Experience 11

Michelli Experience

FEBRUARY 7, 2017

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Customer Service Customers Social Media Consulting 81

ShepHyken

NOVEMBER 11, 2022

He shares how companies can use QR codes to improve customer service and experience. For instance, QR codes can effectively be implemented in customer service. In this blog post, we will look at some of the most creative ways companies employ QR codes to help customers and provide a matchless customer experience.

Customer Service 66

Customer Service Hotels Social Media Hospitality 66

Myra Golden

MARCH 18, 2020

If you and your customer service employees are stuck at home like most of us, it can be a fantastic time to jump into the professional development training you’ve been putting off. We have some free and low-cost ways to improve the sound, flow, and feel of your customer interactions. YouTube Short Customer Service Videos.

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Customer Service Customer Service Training Customers Interaction 59

Myra Golden

OCTOBER 7, 2021

Today in my session, I focused on helping customer service leaders nurture themselves. And then, in the afternoon, my son brought in an enormous box from Salesforce Service Cloud 360 full of goodies! Here’s the replay from today’s session – again, dedicated to customer service leaders.

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Customer Service Customers Customer Experience Design Customer Experience 52