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!

Customer Service 116

Customer Service How To Customers Innovation 116

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.

Customer Journeys 134

Customer Journeys Customer Experience Customer Experience Design Customer Expectations 134

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

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. This is essential.

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

Kayako

JANUARY 17, 2018

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. That involves a whole lot more than just your customer service or support team. Design with the customer in mind.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

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. He holds an MBA at J.L.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

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.

Data 262

Data How To Social Media Effort Score 262

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 223

Customer Experience Comparison Study Customer Service Training 223

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

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 Contact Center Call Center Fashion 76

Customer Bliss

OCTOBER 24, 2017

Before joining GSA, Anahita led Data Analytics and Budget work at the Department of the Treasury with a mission to use real-time resource management data to improve managerial decision making. In her free time, Anahita enjoys practicing and teaching yoga and spending time with her family.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

Beyond Philosophy

MAY 18, 2023

EQ is also a crucial part of your customer experience design and delivery. Today, we are discussing EQ, what it is, and how it helps your customer strategy and leadership. The same goes for customer service representatives. Having a high EQ is vital to customer service.

Management 78

Management Leadership Conference Examples 78

Comm100

AUGUST 1, 2018

This article highlights that customer service is not reserved for those on the frontline and is only a complete process when all levels take part. Customer service is evolving rapidly, call center agents reading from the same script are no longer the definition of good customer service.

Customer Experience 124

Customer Experience Policies Social Media Effort Score 124

Michelli Experience

MARCH 25, 2016

If a video can’t entertain, then why can’t it inform simultaneously—specifically in the realm of customer service? Videos are very efficient in dispensing valuable information that would help the customer base enjoy and possibly encourage more transactions. So why not publish a video that addresses their needs?

Video 100

Video Entertainment Customer Service Social Media 100

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.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

Myra Golden

FEBRUARY 14, 2022

Is every other customer demanding, “Get me a manager?” ” Do you find your customers more intense ? “The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. Are your employees burning out or quitting?

Customer Service 75

Customer Service Customers Industry Management 75

Michelli Experience

FEBRUARY 7, 2017

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Infographics 100

Infographics Customer Service Customers Social Media 100

Myra Golden

NOVEMBER 6, 2020

I partnered with GetFeedback by SurveyMonkey to help you manage customer service during the COVID-19 Holiday Season. Besides the usual increase in web traffic, call volume, and longer business hours, customer service and support reps will need to be ready for the pandemic’s impact on the customer experience.

Customer Service 45

Customer Service Management How To Video 45

Myra Golden

APRIL 10, 2017

George was a bright, energetic, proactive frontline customer service representative. At 2:30 I have a customer loyalty task force meeting. George jumped at the chance to get out of the call center and sit in on a meeting with managers and directors. In a Quality Circle, managers go to employees for solutions to problems.

Call Center 73

Call Center Management Exercises Meeting 73

Beyond Philosophy

OCTOBER 25, 2018

Enlightened: These companies know you need a holistic view and understand how the emotional aspects of an experience are crucial to include and manage in your Customer Experience design. Putting the customer at the center is intrinsic to every action they take. Natural: These are the ones that get it.

Customer Centricity 245

Customer Centricity Culture Customers Customer Experience 245

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 100

Customer Service Customers Interaction Meeting 100

Vonage

SEPTEMBER 29, 2015

60% of organisations don’t use the programme for customer experience design (such as asking better questions, following-up with customers and knowing when is best to follow up). What people and brands actually need is more hands-o n, practical advice on how to do better every day for their customers.

Customer Experience 120

Customer Experience Strategy Customers Engagement 120

Myra Golden

DECEMBER 9, 2016

A free module from my customer service online training. I began thinking about and conceptualizing this training during a drive home from Arkansas where I had just delivered a presentation to a group of 60 new managers in a corporate mentoring program for the world headquarters of Sam’s Club.

Customer Service 53

Customer Service How To Customer Service Training Training 53

ShepHyken

NOVEMBER 11, 2022

This week, we feature an article by Claron Kinny, SEO Outreach Specialist at Beaconstac , a company that creates and manages QR codes for brands for an immersive offline and online CX. He shares how companies can use QR codes to improve customer service and experience. QR codes in customer service: How effective is it?

Customer Service 66

Customer Service Hotels Social Media Hospitality 66

Storyminers

MAY 21, 2020

Too many organisations are “doing” before “designing” when it comes to digital transformation and customer experience. That’s the view of managing principal of Storyminers and experience design expert, Mike Wittenstein. People management and ways of working need to be overhauled, Wittenstein said.

Culture 147

Culture Voice of Customer Fashion Strategy 147

Myra Golden

JULY 29, 2019

If you’re a supervisor or manager and you see signs of work exhaustion in your people, you need to act fast, or you might lose your people to burnout, or another job. I know these ideas work because I’ve used them in call centers I’ve managed, and right here at Myra Golden Seminars. Plan a Team Building Outing.

Customer Service 61

Customer Service Call Center Tips Meeting 61

Beyond Philosophy

MAY 31, 2019

Therefore, it’s not necessarily the case that a good experience translates into an equally good memory or vice versa. If you don’t, you may be managing the wrong metrics in your Customer Experience. Also, you should ensure customers feel at these moments the emotion that delivers value for your organization.

Net Promoter Score 153

Net Promoter Score Customers Brands Connections 153

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].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 29, 2018

Too many organisations are “doing” before “designing” when it comes to digital and customer transformation, and not going deep enough into insights analysis and cultural change. With that is growing realisation that people management and ways of working need to be overhauled, Wittenstein said. Related Content.

Culture 113

Culture Voice of Customer Fashion Customer Experience Design 113

Beyond Philosophy

OCTOBER 14, 2014

Customer Experiences are a catalyst for Customer trust and loyalty. With the introduction of data mining into so many experiences, the issue of data security becomes an important aspect of your Customer Experience design. So be forthright with your Customers about how you will use data.

Net Promoter Score 102

Net Promoter Score Data CEM Customer Retention 102

Michelli Experience

NOVEMBER 1, 2017

” So the moral of the story, thanks to Joshie and Adolpho, is inspire and drive the power of individual and small group acts for the betterment of humankind and customer experience excellence.

Customer Experience 173

Customer Experience Hotels Consulting Travel 173

Michelli Experience

NOVEMBER 14, 2017

While I can go on and on about Ed’s visionary leadership, ability to inspire teams to greatness, top-drawer guest experience delivery and his ability to manage in a crisis, I want to talk about Ed Mady’s signed baseballs. Ok, where is this going?

Brands 113

Brands Hotels Leadership Guest Experience 113

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

Beyond Philosophy

OCTOBER 15, 2020

As we prepare for the next generation and level of putting the customer at the center of everything we do for a Post Pandemic world, we should remember that the critical part to achieving what we want (aka, customer-driven growth) is getting inside the customer’s mind. It happens at a primitive and emotional level.

Hotels 131

Hotels Customer Experience Management Customer Experience Consulting 131

Myra Golden

NOVEMBER 1, 2016

When I managed a call center, I would regularly pick up donuts or pastries. I was getting coffee and breakfast for my team because they’ve worked so hard to complete a project that I am over the moon excited about: My newly upgraded Customer Service eLearning suite. I don’t do this often enough. If so, how often do you do it?

Customer Service 56

Customer Service Call Center Training Customer Service Training 56

Myra Golden

MAY 7, 2020

The manager posted a list of ten items on the team’s GroupMe app. My walking buddy told me about how a department lead kicked off a virtual staff meeting for her organization. He had a scavenger hunt. Employees rushed around their homes to find everyday items: toothbrush, paperback novel, tv remote, candle, Airpods, olive oil, and so on.

Customer Service 71

Customer Service Tips Meeting Video 71