Michelli Experience

APRIL 20, 2016

Nordstrom established almost legendary return policies as a POD. I refer to these brand characteristics as the “SO Factor. ” If a business were to demonstrate an extraordinary willingness to accept returns, for example, someone might say that is SO Nordstrom.

Customer Experience Design 100

Customer Experience Design Policies Brands Tips 100

CX Journey

FEBRUARY 14, 2018

Isn’t all you do in business for the customer? Instead, customers aren’t considered when executives and employees are making decisions, creating new products, designing new policies and processes, developing messaging and communications, etc. When we get to the state of " What the Hell is Customer Experience?

Employee Experience 116

Employee Experience Culture Policies Customer Experience Professionals 116

CX Journey

APRIL 25, 2018

Those are marketing tools and are too high level for customer experience design. Customer experience professionals require a lot more detail at a micro level in order to understand the pain points and to, ultimately, fix them.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

CX Journey

JUNE 12, 2019

This is where the secret sauce comes in: it's time to look inward and create a service blueprint , which outlines the people, policies, tools, and systems that support and facilitate the customer experience, and a process map , which outlines the workflows that do the same, to correspond with the customer journey you’ve mapped.

Customer Journeys 125

Customer Journeys Policies Analysis Tools 125

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.

Customer Experience 117

Customer Experience Insurance Customer Journeys Report 117

Comm100

AUGUST 1, 2018

The article published on Customer Gauge examines ‘closing the loop’ from a new angle and shines the light on why companies should reassess their policies on the process. Do companies have the right policies in place to ensure their feedback loop is closed at all levels? Customer Experience Design Manager and.

Customer Experience 108

Customer Experience Policies Social Media Effort Score 108

Michelli Experience

FEBRUARY 17, 2016

Our policy doesn’t allow me to…. One of my least favorite hiding spots is inside a policy manual. Customers don’t care about policies! Need I say more about this one, other than please find the person whose job it is and make a warm handoff…. They care about solutions and options.

Policies 100

Policies Customer Service Engagement Training 100

Myra Golden

SEPTEMBER 17, 2021

6:41 When face coverings become political 13:32 How do you enforce a mask policy when the immediate community does not have a mandate? 5:12 You have a mask requirement, but I just saw a photo on FaceBook of someone not wearing a mask at your facility! Need more help de-escalating? Check out my De-escalation Academy.

How To 109

How To Policies Training Video 109

Michelli Experience

MARCH 9, 2016

Only macro-businesses like Google could even think of offering perks like: Free breakfast, lunch, and dinner across the more than 12 restaurants on their complex; Generous materinity and paternity leave policies; Innovation budgets; Rich knowledge sharing; Dog friendly policies in office; and yes, even. Death benefits.

Engagement 100

Engagement Insurance Loyalty Employee Engagement 100

Myra Golden

APRIL 23, 2020

Learning Objectives: Communicating clearly Acknowledging the customer’s concerns Being open to additional questions Offering alternatives Reviewing customer service policies Communicating on the phone or via email Interacting with customers in person. Creating Positive Conversations with Challenging customers.

Customer Service 101

Customer Service Course Policies Retail 101

CX Journey

AUGUST 11, 2015

It leads to a number of things, none of which you'll get by making decisions that are not based on what's best for your customers. Because you listen to them, and you understand them and the jobs they are trying to do.

Policies 80

Policies System Touchpoint Feedback 80

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. Correctly scored from the customer’s perspective , the transaction would fail.

Customer Satisfaction 76

Customer Satisfaction Metrics Policies Measurement 76

CX Journey

MARCH 16, 2017

Improve the employee experience Build an employee-centric culture Build a customer-centric , customer-obsessed culture Reward, recognize, and appreciate your employees Adopt outside-in thinking over inside-out thinking Revisit and fix broken or cumbersome processes Take a look at policies and procedures and find and fix inefficiencies I realize that (..)

Exercises 112

Exercises Culture Employee Experience Customer Experience Professionals 112

Myra Golden

SEPTEMBER 5, 2017

Acknowledging the customer’s concerns. Reviewing customer service policies. Interacting with customers in person. Delivering Bad News to a Customer on LinkedIn and on Lynda.com. Topics Include: Communicating clearly. Being open to additional questions. Offering alternatives. Duration: 48m 13s.

Course 84

Course Policies Communication Customers 84

Myra Golden

MAY 21, 2020

Yet, our COVID-19 policy requires a mask for entry.” Recognize how the issue impacts the customer. Why: Recognizing the customer’s concern helps you preempt escalation and move the person from the emotional right-brain to a focus on resolving the issue. You may even hear my dog. ” TWo.

Policies 105

Policies Tips Interaction Customers 105

Pretium Solutions

OCTOBER 16, 2012

Is it my bad luck when I choose the wrong line, or is it poor customer experience design? I challenge you to examine all your customer experience touchpoints. Have you created a customer experience infrastructure that builds customer loyalty, or does your customer experience system tear customer loyalty to shreds?

Loyalty 49

Loyalty Customer Experience Customer Service Touchpoint 49

CX Journey

JUNE 12, 2019

This is where the secret sauce comes in: it's time to look inward and create a service blueprint , which outlines the people, policies, tools, and systems that support and facilitate the customer experience, and a process map , which outlines the workflows that do the same, to correspond with the customer journey you’ve mapped.

Customer Journeys 80

Customer Journeys Policies Analysis Tools 80

Myra Golden

JANUARY 3, 2022

When customers can’t get exactly what they want with refunds or returns because of your policy, some may become difficult. Reduce the chance of things escalating by acknowledging how the issue impacts the customer. Next, Explain how the policy benefits the customer. Here’s a simple 2-step process.

Policies 59

Policies Contact Center Retail Course 59

Myra Golden

APRIL 28, 2021

Designate time to play virtual games to build teamwork and morale. Incentivize positive customer interactions, adherence to policy, and collaboration through recognition, bonuses, and gift cards. Happy agents will pass along positive energy to customers and develop the wherewithal to deal with disgruntled ones.

Training 105

Training Customer Service Contact Center How To 105

Myra Golden

OCTOBER 29, 2018

The policy is guests must cancel 72 hours in advance, or they’ll incur a cancellation fee. The employee was smart and responded without overpromising: “I’ve canceled your reservation, and I’ve put a note here stating that weather is the reason for cancellation. But, the hotel can choose to make an exception.

Hotels 92

Hotels Exercises Tips Call Center 92

Myra Golden

JUNE 25, 2018

To consistency deliver the best possible customer interactions, you need to hire for emotional intelligence —hiring people with empathy, friendliness, and connection, and then train those people on your systems and policies. These are the people who will do the best job for you.

Customer Service 94

Customer Service Policies Examples Customers 94

Myra Golden

MAY 18, 2021

Enforcing a mask policy when the face-coverings have been politicized and when the rules and recommendations for masks are confusing has to be hard. With the group’s permission, I put together a 60-second video featuring their comebacks for the customer who cusses. Watch the video to get 7 Comebacks for the Customer Who Cusses At You.

Policies 59

Policies Video Management Customer Experience Design 59

Stella Connect

JANUARY 4, 2022

It is an essential component of creating a Hero-Class® customer experience that is a competitive advantage for your organization.”. Adam Toporek , Customers That Stick. . Confident, enthusiastic agents are trained to take ownership of the service experience. Don’t overdo it. Clarify expectations at all levels.

Customer Service Training 97

Customer Service Training Training Tips Customer Service 97

Myra Golden

DECEMBER 17, 2018

*How to say ‘no’ to a customer, and make your ‘no’ final. How to handle specific situations, like policy conflicts or impossible requests. How to deliver bad news over the phone, email, or chat. Sample this course or go right ahead and take the full 48-minute class right here.

Course 85

Course Policies How To Customers 85

Myra Golden

FEBRUARY 14, 2019

” The policy is the same. Customers are still upset. Muttering “because,” giving a reason, and then topping the explanation with a sense of urgency gets customers to agree by a double-digit percentage increase.

Insurance 82

Insurance Policies Customers Strategy 82

Pretium Solutions

OCTOBER 16, 2012

Is it my bad luck when I choose the wrong line, or is it poor customer experience design? I challenge you to examine all your customer experience touchpoints. Have you created a customer experience infrastructure that builds customer loyalty, or does your customer experience system tear customer loyalty to shreds?

Loyalty 40

Loyalty Customer Experience Customer Service Touchpoint 40

Pretium Solutions

OCTOBER 16, 2012

Is it my bad luck when I choose the wrong line, or is it poor customer experience design? I challenge you to examine all your customer experience touchpoints. Have you created a customer experience infrastructure that builds customer loyalty, or does your customer experience system tear customer loyalty to shreds?

Loyalty 40

Loyalty Customer Experience Customer Service Touchpoint 40

Myra Golden

APRIL 15, 2019

Some of the replies made my heart thump nervously, “Myra should STOP saying she has an open door policy because I always sense an annoyed interrupted vibe when I walk in her office.” What’s one thing Myra should STOP doing? What’s one thing Myra should CONTINUE to do?

Exercises 75

Exercises Policies Training Feedback 75

CX Journey

FEBRUARY 21, 2019

Explain your return policies clearly, for example. Consumers also look at how professional your design is and how easy your site is to use. A recent survey shows that people's trust in business , government, NGOs, and media is in a sharp decline. Gaining the confidence of site visitors is more difficult than ever before.

How To 88

How To Social Media Government Policies 88

Stella Connect

APRIL 17, 2018

It is an essential component of creating a Hero-Class® customer experience that is a competitive advantage for your organization.”. Adam Toporek , Customers That Stick. If you over rely on customer service training, you’re not spending enough time spent coaching agents individually to help them progress toward their goals.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

CX Journey

FEBRUARY 21, 2019

Explain your return policies clearly, for example. Consumers also look at how professional your design is and how easy your site is to use. A recent survey shows that people's trust in business , government, NGOs, and media is in a sharp decline. Gaining the confidence of site visitors is more difficult than ever before.

How To 80

How To Social Media Government Policies 80

Strativity

NOVEMBER 20, 2019

Trace experience gaps back to their internal root causes. Bad external experiences typically have internal causes. To find out why employees aren’t creating exceptional experiences you need to dig into the strategies, processes, policies, and tools in place behind the major experience gaps you identified through 360 research.

Consulting 53

Consulting Customer Journeys Touchpoint Policies 53

Myra Golden

JUNE 5, 2018

Make it easy for your customers to accept the lousy news by being direct, empathetic, and by offering any next steps. We have a responsibility to the company to uphold the integrity of your warranty.

Video 69

Video Conference Policies Brands 69

Myra Golden

MARCH 29, 2016

QVC customers have 30 days to return or exchange any item. The return policy is no questions asked. The easy, no-questions-asked return policy allows customers to shop with complete confidence and complete ease. QVC has mastered easy, particularly when it comes to returns. All orders arrive with a pre-paid shipping label.

Customer Experience 40

Customer Experience Policies Social Media Customer Service Representative 40

ClearAction

MARCH 24, 2017

When you are managing VoC toward the 4 applications listed above you are aligning the company to customers’ needs, and that is customer experience transformation.

ROI 48

ROI Effort Score B2B Customer Journeys 48

Myra Golden

SEPTEMBER 20, 2016

I am working with a client to gain adherence to the attendance policy in a call center. The attendance policy was already quite clear. The thing that makes removing my daughter’s phone privileges easy, and it happens regularly, is that she knew upfront what the consequences would be.

Policies 40

Policies Tips Call Center How To 40

Myra Golden

SEPTEMBER 20, 2016

I am working with a client to gain adherence to the attendance policy in a call center. The attendance policy was already quite clear. The thing that makes removing my daughter’s phone privileges easy, and it happens regularly, is that she knew upfront what the consequences would be.

Policies 40

Policies Tips Call Center How To 40