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.

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

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

Customer Service 105

Customer Service Contact Center Customer Service Training Call Center 105

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.

Social Media 262

Social Media Webinar Feedback Books 262

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.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

Michelli Experience

SEPTEMBER 15, 2016

Thought leaders like Daniel Pink have provided insightful analysis of research showing three key drivers of human behavior: Purpose. Autonomy, and.

Engagement 92

Engagement 2013 Entertainment 2016 92

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.

Customer Experience Design 91

Customer Experience Design Books Customer Journey Customer Experience 91

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

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

Storyminers

JANUARY 26, 2015

They used the then-new tech to operate more efficiently and … Continue reading → Blog Customer Engagement Strategy Customer Experience Customer Experience Design Customer Experience Strategy Experience Design Instructions Service Design Strategy articles business strategy customer experience customer service Experience Designer service (..)

White Paper 70

White Paper Customer Experience Design Blog Article 70

Myra Golden

APRIL 3, 2020

Keep remote employees’ skills sharp with our customized, engaging, live virtual training. Book Your Virtual Customer Service Workshop Now! We start with a video conference to learn about your challenges and goals. Plus, we record the training and hand it over to you to use as you wish.

Workshop 59

Workshop Customer Service Books Customers 59

Beyond Philosophy

OCTOBER 25, 2018

Our clients will also talk about putting customers first, but when push comes to shove, and we start to talk about customer-centricity, we discover that they don’t really. Customer-centricity Is Easy to Say and Hard to Do. These critical aspects are how the customer feels during the experience.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

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.

Customer Service 59

Customer Service Customer Service Training Customers Interaction 59

Beyond Philosophy

OCTOBER 14, 2014

Warn Customers of the dangers they face and encourage them to keep their data safe through strong passwords. Listen to your customers and engage with them. Superior Customer Experiences require a two-way dialogue with your Customers. Customer Experiences are a catalyst for Customer trust and loyalty.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

Michelli Experience

FEBRUARY 7, 2017

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Customer Service 81

Customer Service Customers Social Media Consulting 81

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Beyond Philosophy

MAY 31, 2019

Nobel-Prize Winning Economist and Professor Daniel Kahneman along with Barbara Frederickson theorized that what people remember most about an experience is the moment when they felt the most intense emotion and how they felt at the end. Customer loyalty is a function of customers’ memories. What emotions are you trying to evoke?

Net Promoter Score 153

Net Promoter Score Customers Connections Brands 153

Myra Golden

MAY 7, 2020

Here are some engagement ideas I’m hearing from people in my virtual workshops. Get creative to make virtual meetings engaging and fun. They need contact, connection, and communication – and the break from serving customers. Make sure you get employees off the phones and chat dashboards at least once weekly. They need to exhale.

Workshop 71

Workshop Customer Service Connections Customers 71

Kustomer

MARCH 23, 2022

This will allow you to see what your most valued customers are browsing for and offer relevant products and offers. Retaining and Engaging Customers. If customers like your brand, they’re more likely to subscribe to a mailing list. As most marketing now happens digitally, a good place to begin is web design.

Brands 95

Brands Social Media Reference Loyalty 95

Myra Golden

JANUARY 10, 2017

Learning Designer, Customer Care, Walmart eCommerce. Watch this short overview video to learn more Myra’s customer service eLearning. Walmart called Myra’s eLearning the “ the gold standard ” and John Hancock said , “ The first thing that struck us was how engaging each module was….you .” .

2017 45

2017 Customer Service Workshop Customer Care 45

Myra Golden

JANUARY 8, 2018

Here’s what our current customers tell us are the three most fantastic things about our customer service eLearning. Custom website and branding. John Hancock said, “The thing that struck me about Myra Golden’s eLearning modules was how engaging they were. We show our three best features in this short video.

Customer Service Training 45

Customer Service Training Customer Service Customers Engagement 45

CX Journey

APRIL 21, 2015

Image courtesy of xianrendujia What do your employees know about customer experience? I''ve been talking about the importance of employees to the customer experience since my days at J.D. Power and Associates 20 years ago; sadly, in the heat of customer experience design efforts, employees are still forgotten.

Customer Experience 81

Customer Experience Roadmap Employee Experience Customers 81

Myra Golden

MAY 27, 2021

Yesterday I held a live Q & A on YouTube, and it was engaging, educational, and energizing! 50:20: German standards are very different from US standards, and my challenge is to wow customers, but quality points are wearing the agents down. Full Call Control Course (Inside Customer Service Master Class).

Events 111

Events Customers Engagement Customer Service 111

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

Stella Connect

APRIL 17, 2018

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

Customer Service Training 40

Customer Service Training Customer Service Contact Center Customers 40

Myra Golden

MARCH 6, 2017

led to rapport-building conversation and such a friendly and unique experience for me. He made me feel completely comfortable with my many customizations. And he gave me an engaging and genuine interaction. Are your people adding value to your company through their interactions with customers? The man was friendly.

Customer Service 45

Customer Service Workshop Government Connections 45

Michelli Experience

OCTOBER 12, 2016

I’ve been doing customer experience design for a long, long time. In the old days, I would have read about some intriguing customer innovation and assumed that the attempted breakthrough was crafted on a firm foundation of customer listening and data analysis.

Airlines 89

Airlines Travel Customer Experience Design Innovation 89

Myra Golden

MAY 30, 2018

One of the most significant challenges facing companies today is attracting and retaining right-fit front line customer service professionals. When I work with companies on finding, hiring, and retaining the best customer service employees, I focus on three things. Millennials now make up about 50% of the workforce.

Customer Service 49

Customer Service Social Media Culture Feedback 49

Myra Golden

JANUARY 10, 2017

Learning Designer, Customer Care, Walmart eCommerce. Watch this short overview video to learn more about Myra’s customer service eLearning. Walmart called Myra’s eLearning the “ the gold standard ” and John Hancock said , “ The first thing that struck us was how engaging each module was….you

2017 40

2017 Customer Service Workshop Customer Care 40

Beyond Philosophy

SEPTEMBER 19, 2019

Unfortunately, the recent UK Customer Satisfaction survey echoes those findings, indicating that it has fallen over the past couple of years, from 78.2 Joanne Causon, CEO of the Institute of Customer Service , joined me on our podcast about this downward trend in Customer Satisfaction. Is the US Next?

Customer Satisfaction 113

Customer Satisfaction 2002 Customers Books 113

Michelli Experience

MARCH 9, 2016

There are few things more important about leadership than developing and growing talent.

Magazine 45

Magazine Engagement Insurance Loyalty 45

Beyond Philosophy

MARCH 4, 2019

You can also identify how the customer is feeling during that interaction with the employee and how they felt when they leave. In a digital experience, you can record a customer having the existing experience, like booking an appointment online or buying a product to see how they feel throughout.

2005 102

2005 Measurement Consulting Technology 102

Beyond Philosophy

OCTOBER 15, 2020

The key, it seems, is in the clues we leave for customers in our Customer Experience design. In Carbone’s Book, Clued In How to Keep Customers Coming Back Again and Again , Carbone emphasizes the significance of clues and signals for our unconscious mental processes.

Hotels 131

Hotels Customer Experience Management Books Consulting 131

Kustomer

APRIL 21, 2022

It’s widely known that some of the best growth comes from word of mouth marketing, which naturally occurs when customers suggest your products to others in their close circles. In this episode of the Customer Service Secrets Podcast, Gabe Larsen divulges the secrets to turning customers into brand ambassadors for optimal growth.

Social Media 86

Social Media Brands Loyalty Marketing 86

Michelli Experience

MAY 17, 2016

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Engagement 45

Engagement Consulting Customer Experience Design Leadership 45

Myra Golden

MARCH 19, 2017

For more help in how to talk to customers, check out: Customer Service Onsite Training Workshops – Fully Customized, Engaging, Fun Customer Service Training for your team. Customer Service eLearning – 10 courses to improve the way your employees talk to customers over the phone and email.

Workshop 86

Workshop Airlines Customer Service Training Customers 86

Michelli Experience

JANUARY 4, 2017

Every time I develop a customized customer service training tool for a client of mine, I caution that the tool is a “guidebook” for customer service behavior and that no tool can fit every application. As such, a customer service toolkit is only as good as the judgment and skill of the person using it.

Customer Experience 89

Customer Experience Customer Service Training Customers Customer Service 89

Michelli Experience

APRIL 20, 2016

While marketers like to call attention to aspects of a brand that they want to cement as PODS in the minds of prospects and customers, experience designers like me and business leaders like you should be thinking about DELIVERING PODS – behaving in ways that are relevant, different and valued by your customers.

Customer Experience Design 53

Customer Experience Design Brands Reference Books 53