Experience Investigators by 360Connext

FEBRUARY 9, 2021

You can run a business and sell products without ever uttering the phrase customer experience, and yet it still happens. Customer experience is the sum of each interaction a customer has with your brand, and how they feel about it. Proactive, positive customer experiences can prevent customer service issues.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

Kayako

JANUARY 17, 2018

We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. Customer experience encompasses the entire end-to-end journey a customer takes.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

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.

Training 105

Training Customer Service Contact Center How To 105

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 Course Policies Retail 101

CX Journey

NOVEMBER 24, 2015

Think about the last time you called a company's customer service number. I know how painful it can be to call customer service. The following outlines four things that companies need to remember as they design the customer service experience. Did your personalities mesh or clash?

Customer Service 80

Customer Service Call Center Case Study Customers 80

Michelli Experience

JULY 20, 2016

3) Leverage technology and interactivity – While much has been promised from augmented-reality technology, Niantic delivered an emotionally engaging experience. More importantly, they have people catching Pikachu and Squirtle (along with other characters) in a very social way.

Interaction 100

Interaction Technology Social Media How To 100

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. Coach your service team strategically.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

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.

Omni-Channel 177

Omni-Channel Customer Care Self Service Wait Times 177

GetFeedback

JULY 19, 2019

In life, each of us interacts with people who think we’re the greatest thing ever or the least impressive thing they’ve ever seen. In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions.

Data 262

Data How To Social Media Effort Score 262

ECXO

MARCH 21, 2023

The pillars of a customer experience culture are: Customer-focused leadership: The leadership of the organisation sets the tone for customer experience culture. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers. (And

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

Michelli Experience

DECEMBER 13, 2017

But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today. Train your team to deliver warm, genuine, and caring experiences when customers choose to interact with people.

Social Media 113

Social Media Customer Service Consulting Study 113

Myra Golden

JUNE 23, 2020

” Like many customer service professionals, Andrea is experiencing what I now call the “COVID-19 Effect.” ” Customers are on edge about their money, whether to wear a mask or not, and from cabin fever. Andrea’s comment made me put down my cup of tea – “I am struggling.

Interaction 87

Interaction Contact Center Course Customer Experience 87

Michelli Experience

JULY 19, 2016

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Interaction 100

Interaction Infographics Technology How To 100

Storyminers

JANUARY 26, 2015

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

Meeting 100

Meeting Customer Experience Design CRM Strategy 100

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. Number of job openings posted globally on LinkedIn in 2020.

Customer Service 105

Customer Service Interaction Customers Customer Experience Design 105

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 Self Service Chatbots 156

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 Policies Examples Customers 94

Michelli Experience

DECEMBER 13, 2017

But when it comes to customer service experiences, I am uncertain as to which is better – the service of a decade or two ago or the experiences today. Train your team to deliver warm, genuine, and caring experiences when customers choose to interact with people.

Social Media 100

Social Media Customer Service Consulting Study 100

Michelli Experience

FEBRUARY 7, 2017

It involved a drive-thru interaction between a team of Dutch Bros baristas and a customer who was having a difficult day shortly after the loss of her husband. One moment from that interaction was captured on a mobile phone by another customer and the picture went viral.

Customer Service 100

Customer Service Customers Interaction Meeting 100

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!)

Customer Service 96

Customer Service Video Tips Interaction 96

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 Training Tips Customer Service 62

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. Ask your employees what tasks/interactions/situations drain them.

Customer Service 76

Customer Service Contact Center Call Center Fashion 76

Myra Golden

MARCH 3, 2021

The idea is to insert a personal tone so you can build rapport and even delight customers. You can do four things in chat interactions, starting today, to make them more human. Drop these four tips in your chat, and you’ll have human tone chats; they leave customers impressed. Learn more about my master class here.

Interaction 59

Interaction Video Tips Connections 59

Myra Golden

SEPTEMBER 8, 2018

That’s why today I am giving you two things you (or your employees) can do to make chat interactions flow like friendly face-to-face conversations. Write the way you’d talk if you were on the phone with your customer. On the phone, you’d probably speak in short sentences, and you’d pause to let the customer respond.

Interaction 61

Interaction Tips Communication Customer Experience 61

Michelli Experience

DECEMBER 27, 2016

As I presented the challenge to Horst, I explained the efforts the company’s leaders had exerted to, “improve the quality of their customer experience so that most customers had less pain during interactions”. Horst, in his charming yet forceful clarity replied, “That is exactly your shared problem.

Customer Experience 223

Customer Experience Hotels Leadership Customers 223

Myra Golden

OCTOBER 5, 2020

I’m so excited to kick off Customer Service Week with a free soft skills training course! I’ve partnered with Genesys to position Customer Service Representatives to deliver the best possible customer experience and redirect interactions with challenging customers.

Customer Service Representative 59

Customer Service Representative Training Customer Service Course 59

Myra Golden

APRIL 7, 2020

Use Partnering Language to Create Calm and De-escalate Intense Interactions (Especially now, when customers are panicked). When a customer reaches out to you about a problem, they usually don’t think things will be easy. To customers, it’s them against you. There’s a brick wall between you and your customer. “I

Interaction 59

Interaction Tips Customers Resources 59

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. Customer Service, SCORM 1.2-Compliant

Customer Service 59

Customer Service Video Course Customer Service Training 59

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 100

Customer Experience Design Policies Brands Tips 100

Michelli Experience

NOVEMBER 14, 2017

That’s the power of customer experience design resulting in a “signature moment” that enhanced the Dairy Queen Fan Experience. As I worked with Garbanzo’s first CEO Alon Mor and his team in the early days of their brand development, the focus was not on the product handoff but the arrival experience.

Brands 113

Brands Hotels Leadership Guest Experience 113

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. It’s a Cultural Thing. .

Customer Satisfaction 113

Customer Satisfaction Effort Score Customers Trends 113

Myra Golden

JULY 29, 2019

Listen to some calls from your customer service team and choose the best two or three, and play a portion of these extraordinary calls in your next employee meeting. You could also pick some of the best chat or email interactions to share.) Look for ways to bring your team together outside of work. Highlight What They Do Well.

Customer Service 61

Customer Service Call Center Tips Meeting 61

Myra Golden

APRIL 8, 2020

Customer Service eLearning to Help Your Employees Speak and Write with Friendliness and Empathy, and to Handle Difficult Customers with More Ease – with Interactive Scenarios, Progress Reports, Knowledge Checks, and SCORM option. Read outlines and sample now.

Customer Service Training 52

Customer Service Training Training Customer Service Report 52

Storyminers

JULY 29, 2016

As that can be a tall order, we have created a proprietary model called “Customer Loyalty 3.0” Utilizing ratings and reviews as a B2C brand is a valuable business and marketing solution and is also an incredibly important means of boosting customer satisfaction. Begin with a journey map of your customer’s experience with your brand.

B2C 124

B2C Customer Retention Brands Strategy 124

Michelli Experience

FEBRUARY 27, 2018

Since, according to the Institute of Customer Service (ICS), most customer complaints (62%) aren’t about products per se but rather about the way people treat customers during service interactions, investing time and money to, select, train and develop service talent creates a huge opportunity.

Training 133

Training Social Media Consulting Customer Experience 133

CSM Magazine

FEBRUARY 20, 2018

Here are five ways AI harnesses the power to revolutionize the customer experience: Delivers proactive customer experiences. As organizations accumulate more data on customers, predictive accuracy will increase and deliver proactive customer service that anticipates and acts prior to an issue arising.

Customer Service 40

Customer Service Contact Center Call Center Training 40