CX Workout - Ideas Blog

OCTOBER 3, 2018

The Most Misunderstood Thing About Customer Experience Design from Joe Wheeler on Vimeo. My name is Alexander Doak and I’m the Director of Customer Success at CX Workout. CX Workout is a Boston Based customer experience design firm, and a subsidiary of the Service Profit Chain Institute.

Customer Experience Design 40

Customer Experience Design Customer Experience Return on Investment Customers 40

Michelli Experience

APRIL 18, 2017

Appreciate the impact of customer care. Once you let passengers assume a seat, “oversold” is not a condition that allows you to violate your contract to transport them. As Delta did, beef up the compensation to induce passengers to disrupt their travel voluntarily when circumstances necessitate.

Airlines 230

Airlines Travel Transportation Customer Centricity 230

Beyond Philosophy

SEPTEMBER 12, 2020

It turns out, customers care a lot about how things look, and it influences their buying (and box-keeping) behavior. This episode of The Intuitive Customer explores the research of Claudia Townsend, associate professor of marketing at the University of Miami at the Miami Herbert Business School. So do many of you, I would guess.

Fashion 113

Fashion Comparison Customer Experience Design Consulting 113

Lumoa

JUNE 9, 2020

Craft onboarding experiences, product onboarding videos , blog posts, UI changes and purchasing paths to specifically reflect the things that your customer cares the most about.

Ecommerce 195

Ecommerce Customer Experience Customer Journeys Feedback 195

Interactions

JUNE 18, 2020

Conversational AI can help by taking over these repetitive, rule-based tasks so that agents can handle more stimulating and rewarding customer care inquiries. With the right application design, this solution will not only improve agent experience, but will also allow the call center to handle more calls while eliminating wait times.

Technology 71

Technology Contact Center Virtual Agent Wait Times 71

COPC

AUGUST 16, 2022

Evaluate interactions from the customer’s perspective. Turn your quality assurance program into a trusted source for customer insight. A quality assurance program offers one of the best windows into the customer experience. This survey asks customers detailed questions about their experience.

Customer Satisfaction 76

Customer Satisfaction Metrics Policies Measurement 76

Michelli Experience

APRIL 18, 2017

Appreciate the impact of customer care. Once you let passengers assume a seat, “oversold” is not a condition that allows you to violate your contract to transport them. As Delta did, beef up the compensation to induce passengers to disrupt their travel voluntarily when circumstances necessitate.

Airlines 100

Airlines Travel Transportation Customer Centricity 100

ClearAction

APRIL 29, 2020

Develop recognition for formal and informal collaboration that resolves issues, prevents issues, and creates value for internal and external customers. Organizational adoption of customer experience excellence is the litmus test for sustainable customer experience-led growth. Bachelor’s degree.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

CSM Magazine

AUGUST 22, 2019

“The Customer Service Summit brings high-level leaders together from a variety of industries to learn from each other and network. We all have at least one thing in common – we’re passionate about Customer care. The board includes: EVP, Global Customer Care, Mastercard. SVP, Customer Success Group, McAfee.

Customer Service Strategies 40

Customer Service Strategies Meeting Strategy Customer Service 40

Storyminers

JULY 29, 2016

The most important and effective customer retention strategy is to focus on strong product or service delivery. Customers care about their “bang for their buck”. If you deliver what your end customers expect with the high quality they expect for the price, your customers will return to purchase your products and services.

B2C 124

B2C Customer Retention Brands Strategy 124

Myra Golden

JULY 9, 2017

Thrilled with the results I got in that meeting, I shared the 3 steps with my employees who worked in customer care. I thought the steps could help them pre-empt escalations with our difficult customers, and they did! Using the 3 steps my boss had shared with me, I was able to pre-empt an escalation.

Tips 65

Tips Insurance Hotels Conference 65

Myra Golden

FEBRUARY 14, 2017

De-escalation Training to Help Your Employees Get Angry Customers to Back Down, Pre-empt Escalations to Supervisors and, In General, Handle Difficult Customers with More Ease. And Carlson Hotels Worldwide said, “I really do love your webinars, Myra. They are very well done and extremely beneficial.

Video 77

Video Hotels Training Interaction 77

Myra Golden

JUNE 2, 2016

In this keynote Myra Golden reveals that extremely difficult customers are determined to force corporations—via the customer service professional—to give in to the consumer demands—reasonable or not. This means the customer service professional must develop a response plan. Myra Golden. Myra Golden Media. Phone: 918-398-9368.

How To 40

How To Customer Service Training Video Training 40

Myra Golden

JUNE 2, 2016

In this keynote Myra Golden reveals that extremely difficult customers are determined to force corporations—via the customer service professional—to give in to the consumer demands—reasonable or not. This means the customer service professional must develop a response plan. Myra Golden. Myra Golden Media. Phone: 918-398-9368.

How To 40

How To Customer Service Training Video Training 40

Myra Golden

JULY 31, 2019

Ligea Adsit, Former Supervisor, Customer Care, Thrifty Rent-A-Car System, Inc. Single License for How to Handle Difficult Customers (with a focus on de-escalation) – $50 for a Limited Time! Purchase single license for How to Handle Difficult Customers . Her warmth and soft style have kept me glued to her every word.

Social Media 55

Social Media Course Training Customer Care 55

Myra Golden

JANUARY 10, 2017

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.” Learning Designer, Customer Care, Walmart eCommerce. Betty Doyle, Sr. Learn more or try for free.

Training 40

Training Customer Service Ecommerce Customer Care 40

Myra Golden

JANUARY 10, 2017

“When I needed soft skills and call controls eLearning modules for our Walmart.com customer care agents, it quickly became apparent that Myra’s materials were the gold standard.” Learning Designer, Customer Care, Walmart eCommerce. Betty Doyle, Sr.

Training 40

Training Customer Service Ecommerce Customer Care 40

Myra Golden

DECEMBER 9, 2019

Customer Care. Steps 2-6 are how to handle the body of the call in a friendly and warm way. The final step, end with a fond farewell , ensures you end calls positively. Open with a lead-in. Good morning. This is Penny. How may I help you today?” with a in your voice). Convey empathy and/or acknowledge emotions when appropriate. “I

Customer Experience 52

Customer Experience Call Center Video Training 52

ClearAction

MARCH 24, 2017

Like any other essential investment, (4) we need to be strategic and bold in what we expect from VoC : The model below shows the value chain that leads from VoC: (1) VoC data is combined from all sources for a 360-degree view of customers, and analyzed for pattern discovery and prioritization (Intelligence & Customer Lifetime Value), which (2) (..)

ROI 48

ROI Effort Score B2B Customer Journeys 48

Wootric CX Blog

FEBRUARY 14, 2019

Why we love Maxie: She’s a keynote speaker, author, Principal Analyst at Forrester , and has a PhD in Business Management on Customer Care. Lisa also contributes to social good movements throughout the Bay Area. Maxie Schmidt. Melinda Gonzalez.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

Myra Golden

MARCH 18, 2020

Ligea Adsit, Former Supervisor, Customer Care, Thrifty Rent-A-Car System, Inc. Single License for How to Handle Difficult Customers (with a focus on de-escalation) – $50 for a Limited Time! Her warmth and soft style have kept me glued to her every word. Start looking for her name on the seminars you are offered and sign up.

e-support 52

e-support Course Social Media Call Center 52

Stella Connect

JUNE 5, 2017

Suzanne will explain how to use social media and online ratings and reviews, along with traditional methods of connecting with customers, to better understand your brand. An Outside in Customer Experience Strategy for a Brave New World (Closing Keynote). VP Customer Experience Design, AARP. Celika Caldwell.

Call Center 40

Call Center Contact Center Conference CRM 40

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Bold360

DECEMBER 1, 2016

He’s also the CEO of Boomē, a management consulting firm that specializes in customer experience design and author of a new book, What Customers Cravve , which will be in bookstores worldwide this October. “Organizations make many mistakes when selecting a customer relationship management solution.

Software 40

Software Customer Experience Company CRM 40

Bold360

NOVEMBER 21, 2016

. “Our company now has over 20,000 customers in seven different states and as we grow and enter 2017 we are realizing…” That we have to figure out ways to deliver personalized customer care at large scale. These days, customers expect contextual personal care no matter what their unique situation is.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40