CX Journey

NOVEMBER 17, 2015

Before you can bring the stakeholders into a room to begin your workshop, there are a few things you’ll need to do. Stakeholder involvement means that we can ensure that each touchpoint has the appropriate individual or departmental ownership assigned to it.

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Workshop Customer Journey Mapping Customer Journey Touchpoint 83

Peter Lavers

MARCH 26, 2015

Another common approach is to design the experience from the inside out, starting with the corporate desired outcomes. Produce a draft high level and outside-in End-to-end Experience Map that sets the context and gives the framework that links individual journeys and internal processes. For each Journey. Master Class.

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Customer Journey Mapping Customer Journey Workshop Definition 95

Myra Golden

FEBRUARY 24, 2022

I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q & A: “I have a question for Ms. Myra Golden. “How would we be able to handle a situation when we know or suspect that members are dealing with mental health?”

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Workshop Article Customers Customer Service 111

Myra Golden

SEPTEMBER 17, 2020

You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. So let’s figure out how to fix that!

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Workshop Call Center Measurement Customers 116

Myra Golden

MAY 7, 2019

In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know? ” And then meeting that need without the customer having to wonder, fret, or even ask.

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Transportation Hospitality Workshop Interaction 92

Storyminers

SEPTEMBER 6, 2014

Something better can happen for the customer, the employee and the business. This is the Triple Bottom Line Design. Build-a-Bear Workshops are a great example of how this works. It also works for B2B experience design. Experience Design Customer Experience Design interviews'

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Workshop Customer Experience Design B2B Customers 69

Heart of the Customer

DECEMBER 4, 2014

” ———— These are all actual quotes from employees we’ve worked with while leading customer experience workshops. Training customers is a losing proposition. Because Good Design = Winning. The post Training Customers = Losing appeared first on Heart of the Customer.

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Customer Journey Mapping Workshop Customer Journey Culture 89

One Millimeter Mindset

NOVEMBER 24, 2020

Let’s move forward with a facilitated pandemic storytelling workshop. And move forward with a facilitated pandemic storytelling workshop. If the thought of co-creating purposeful pandemic stories is overwhelming, think again. Contact me at this link. One millimeter at a time. First, your purposeful pandemic stories already exist.

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Blog Workshop Leadership 2020 73

Myra Golden

APRIL 13, 2020

We’ve suspended our onsite workshops, but if you have a LinkedIn Learning subscription, you can take Myra’s most popular customer service classes online. Head on over to LinkedIn Learning and start training with Myra now!

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Workshop Customer Service Customer Experience Design Customers 80

Myra Golden

DECEMBER 8, 2020

In my De-escalation Academy today, I taught how to politely yet firmly say ‘no’ to a customer. ” I’m sharing with you the very teaching from today’s workshop. I call the method “U S A.” Try out U S A and let me know how it works for you. Practice the U S A Method.

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Workshop Customers Customer Experience Design Customer Experience 105

Myra Golden

JULY 2, 2019

For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. Now I didn’t always do this.

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Workshop Interaction Customers Connections 93

Heart of the Customer

OCTOBER 23, 2014

Choices make or break your customer experience. Design them well and they make life easier on your customers. But leave them to chance and they can drag down your customer experience. I’m teaching a series customer experience workshops for an insurance company.

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Customer Experience Insurance Workshop Banking 117

Myra Golden

MARCH 22, 2021

Many people are surprised when I bring up empathy in my de-escalation workshops. They’re looking for hard-hitting tools and frameworks to help them bring down the temperature in interactions with customers. With customers in intense situations, empathy helps you begin the de-escalation process. But empathy?

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Workshop Insurance Interaction Customer Experience Design 111

Myra Golden

MARCH 19, 2017

I was sitting in my office listening to recorded calls from one of my clients, as I often do ahead of a customer experience workshop. On one call a customer said, “Hi Paul! Customer Service eLearning – 10 courses to improve the way your employees talk to customers over the phone and email. I’m fine.”.

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Workshop Airlines Customer Service Training Customers 86

Myra Golden

OCTOBER 20, 2021

People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation. Understand this.

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Workshop Interaction Customers Management 98

Myra Golden

SEPTEMBER 17, 2021

A workshop I’m facilitating in Tulsa in a few weeks is now online. We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. My son’s school reinstated mask mandates this week.

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Workshop Events Customer Experience Design Customers 109

Myra Golden

JUNE 13, 2017

Have you ever checked out my onsite training workshops? Workshop attendees have said, “ Myra’s positive attitude really makes me feel that one person can completely change another’s state of being ” and “ Each one of us walked away with something new, and all of us feel we could have sat and listened to her for days! . •

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Workshop Seminar Customer Service Engagement 55

Myra Golden

APRIL 15, 2019

I end all of my customer service workshops by asking participants to write down three words. By reflecting on the day and successes, and setting goals, my workshop attendees are more likely to adopt and apply their insights, and this makes my training more effective. Start, Stop, and Continue.

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Seminar Workshop Feedback Communication 75

Myra Golden

SEPTEMBER 28, 2017

In customer service workshops, like the one I delivered Friday in Columbus, I challenge my clients to use the empathy I’ve heard (and felt) to inspire them to come up with their own empathic responses. I’ll tell Siri to capture what I heard, or I’ll just type it out.

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Workshop Customers Interaction Customer Service 94

SuiteCX

FEBRUARY 18, 2021

My design thinking team was soon using it in most of our meetings. Whiteboarding is just one tool in the huge box that is customer experience design. We were able to hold entire weeks’ worth of workshops in a collaborative fashion thanks to the virtual whiteboard space Miro provided. Built-in sticky note packs!

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Workshop Banking 2020 2014 59

Myra Golden

NOVEMBER 2, 2016

One of the skills we practice in my onsite customer service workshops is Empathy. Here are some of the exact phrases that I share in my training sessions for use in our role-plays – and in real life with customers.

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Workshop Customers Customer Service Customer Experience Design 67

Myra Golden

NOVEMBER 2, 2016

Convey Empathy to Customers. One of the skills we practice in my onsite customer service workshops is Empathy. Here are some of the exact phrases I share in my training sessions for use in our role-plays – and in real life with customers: Now you can get even more tips for the very best telephone customer experience.

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Workshop Webinar Customer Experience Customer Service 67

Myra Golden

MAY 7, 2020

Here are some engagement ideas I’m hearing from people in my virtual workshops. They need to connect with one another. They need to laugh. Connect with your team in video meetings, and make the get-together fun.

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Workshop Customer Service Connections Customers 71

Myra Golden

MARCH 22, 2023

After three years, I’m back on set with my team at LinkedIn Learning to record two courses! My mornings start in the chair with celebrity makeup artist/makeup artistry career educator Tania Russell, who makes me feel like a queen!

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Workshop Customer Experience Design Customer Experience Customers 52

Strativity

NOVEMBER 20, 2019

We typically recommend organizations start with an internal workshop that engages two dozen mid-level, cross-functional employees in the process of defining key aspects of the customer experience — including the myriad of touchpoints, success drivers, emotions, etc. Dive into the qual and quant of customer experience research.

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Consulting Workshop Customer Journey Mapping Touchpoint 53

Myra Golden

NOVEMBER 15, 2018

The most common way organizations employ me is to facilitate customized workshops that give a proven skillset and transform behavior so that employees are fully prepared and inspired to express the soul of the brand. Your employees leave our workshops fully prepared and inspired to express the soul of your brand with every customer.

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Workshop Customer Service Training Communication Brands 58

Myra Golden

DECEMBER 13, 2018

I do an exercise in my workshops using a 12-foot pole. Meaning, you make that call, do the research, or whatever, and you close the loop by letting your colleague know you’ve followed through. It’s Bigger Than You. I instruct attendees to lower the pole to the ground.

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Workshop Customers Events Customer Service 90

Myra Golden

NOVEMBER 15, 2016

After watching a Steven Segal movie with my husband on a Friday night, Under Siege , where Segal practices Aikido, my husband suggested that I put together a training workshop where I would teach my employees how to handle difficult customers using the martial art Aikido. My first Verbal Aikido workshop was in 1999.

Call Center 76

Call Center Workshop Customers Insurance 76

Myra Golden

NOVEMBER 15, 2016

After watching a Steven Segal movie with my husband on a Friday night, Under Siege , where Segal practices Aikido, my husband suggested that I put together a training workshop where I would teach my employees how to handle difficult customers using the martial art Aikido. My first Verbal Aikido workshop was in 1999.

Call Center 76

Call Center Workshop Customers Insurance 76

Myra Golden

SEPTEMBER 24, 2018

His assumption led to me having a very poor customer experience. In my customer service workshops, I teach your employees how not to make assumptions, and I explain this concept in an unforgettable way. His assumptions led to me being frustrated , and I had to make a second trip into the store.

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Workshop Customer Experience Interaction Engagement 68

Storyminers

SEPTEMBER 11, 2020

Mike Wittenstein is the founder of StoryMiners, one of the world’s first customer experience design consultancies. The company is renowned for its ability to hone into the core values of a company and translate them into captivating experiences, enabling their clients to reach their full potential.

Customer Experience 59

Customer Experience Workshop Consulting Social Media 59

Myra Golden

AUGUST 27, 2018

For all of my customer service workshops, I like to arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. But I’ve found that talking to workshop participants before the training starts helps me to connect with my audience before I speak my first word.

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Workshop Customers Connections Interaction 51

Myra Golden

NOVEMBER 23, 2018

Consider three of my recent experiences with companies. Minutes before a workshop, I was seated stage-right as my client gave me an impressive introduction to the audience. But Starbucks isn’t the only company with issues with insensitivity. It’s Not Okay to Crop My Afro Out of Your Corporate Images.

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Workshop Engagement Customer Experience Design Customer Experience 85

Myra Golden

DECEMBER 17, 2018

You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. Here are Three Simple (But Important) Things To Remember About Giving Bad News To Customers. It’s time to figure out how to fix that!

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Workshop Customers Customer Service Management 85

Myra Golden

APRIL 15, 2017

I went and delivered that training and a few days after that work, my client sent me the following reaction via email: Myra delivered two full-day workshops for us, and we could not be more pleased. Our attendees had this to say about Myra: • Myra held everyone’s attention.

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Seminar Workshop Interaction Connections 58

Myra Golden

FEBRUARY 14, 2019

Using the “because” tactic, you can increase the chances of a customer accepting your word as final. I teach and role-play this strategy in my de-escalation workshops. ” Pleading with urgency, even with a ludicrous need, upped the success rate to 94%. Say the word “because” Create a sense of urgency.

Insurance 82

Insurance Workshop Webinar Customers 82

Myra Golden

DECEMBER 10, 2018

The most common way organizations employ me is to facilitate customized workshops that give a proven skillset and transform behavior so that employees are fully prepared and inspired to express the soul of the brand. Your employees leave our workshops fully prepared and inspired to express the soul of your brand with every customer.

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Workshop Wireless Customer Experience Interaction 49