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

Lumoa

FEBRUARY 9, 2023

including an improved camera in the next generation of the smartphone) Training and new incentives to personnel to adjust their behavior (e.g. more friendly behavior in customer service) Marketing to take the info into account in better targeting (e.g. upselling to the most loyal customers) Process changes (e.g.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

InMoment XI

AUGUST 18, 2022

Create and implement dynamic actions plans, trainings, and policies that facilitate organizational change and promote revenue-generating activities. Evaluate and demonstrate results of experience initiatives including organizational change, improved metrics, and financial impact while determining appropriate next steps. Key #1: Design.

ROI 418

ROI Customer Experience Effort Score Financial 418

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service 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 97

Customer Service Training Training Tips Customer Service 97

Myra Golden

JUNE 18, 2021

For Jack Cooper University , I produced a ten week conflict resolution training. Here’s our week eight video training. I loved every minute of this interactive training project! Learn about my customized 30-minute video training for your team, shot from my broadcast studio in Tulsa.

Training 105

Training Management Video Interaction 105

Myra Golden

APRIL 28, 2021

When we moved to Q & A, Sherry asked a question about training and supporting remote agents: Our contact center agents will work remotely for the foreseeable future. I’m concerned about training my agents and supporting them. I’m a contact center supervisor who trains, yet I don’t have a training background.

Training 105

Training Customer Service Contact Center How To 105

Myra Golden

JUNE 8, 2018

The outcome of this training is employees who possess the soft skills to make customers feel heard and understood, politely lead conversations and assertively bring calls to closure. 4 ways to politely bring the call to closure after you have met all of the customer’s needs. Take this course now for free.

Training 93

Training Course Customer Service Training Study 93

SurveySparrow

JUNE 30, 2023

Welcome to the captivating world of customer experience design, where we turn mundane interactions into extraordinary adventures. But, we will be unleashing our creativity to design experiences that will have your customers grinning from ear to ear. Now, we won’t be donning capes or fighting villains.

Customer Experience Design 52

Customer Experience Design Customer Experience Effort Score Customer Journeys 52

Myra Golden

MARCH 6, 2019

This training is about never having your customers hang up with negative feelings about how you talked to them. Here are 10 Takeaways Your Employees Get From My Telephone Skills Training. This training includes Knowledge Checks. Handling calls in such a way that the customer hangs up feeling good is easy for you.

Training 94

Training Exercises Course Groups 94

Kayako

JANUARY 17, 2018

It looks like empowered , well-trained sales reps. Empower reps with both autonomy and the data they need to effectively serve leads and customers. The ubiquity of social media and its role in customer support calls for seamless integration of social and support teams. Design with the customer in mind.

Customer Experience 448

Customer Experience Net Promoter Score NPS Touchpoint 448

Strativity

NOVEMBER 21, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. How should each touchpoint make your customers feel ?

Customer Experience Design 52

Customer Experience Design Consulting Customer Experience Touchpoint 52

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Customer experience is the sum of each interaction a customer has with your brand, and how they feel about it. The way to leverage this is to understand that intentional, proactive and positive customer experience design leads to real results for your organization AND your customers.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

ECXO

MARCH 21, 2023

Leaders must provide services, excellent customer service, delivery and engagement and must communicate their commitment to providing an exceptional customer experience. Empowered employees: Employees must be empowered to make decisions that will benefit partners and customers. Think of it like a project plan.

B2B 295

B2B Customer Experience Roadmap Net Promoter Score 295

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. I]f you care about customer experience.

Customer Service Training 62

Customer Service Training Training Tips Customer Service 62

CX Journey

OCTOBER 21, 2014

Use one of the most powerful customer experience training tools at your disposal : the customer journey map. In this post, I share details about Your Most Important #CX Training Tool. Involve employees in customer experience design and improvement rather than imposing or forcing it on them.

Customer Journeys 160

Customer Journeys Employee Experience Customer Centricity Tools 160

Myra Golden

NOVEMBER 14, 2017

And that’s precisely what I’ve done with this new program: My All-New Telephone Skills Training eLearning Course

. In this online training, I teach your employees absolutely everything they need to know to deliver a warm and friendly customer experience, to control calls and pre-empt escalations.

Training 61

Training Course Customer Experience Customer Experience Design 61

Beyond Philosophy

JULY 16, 2020

You do not want to manipulate customers into thinking an experience was better than it was. Part of a deliberate strategy is training your team in the soft skills needed to enhance customers’ memories. The post How to Enhance Your Customer’s Memory of Their Experience appeared first on CX Consulting.

How To 194

How To Training Consulting Feedback 194

ShepHyken

FEBRUARY 20, 2024

Whether you take care of the issue yourself or pass it on to someone else, recognize that you play a very important role in the customer’s journey from experiencing a Moment of Misery™ to experiencing a Moment of Magic®. Time Well Spent Last year, I interviewed Aransas Savas on Amazing Business Radio. Connect with Shep on LinkedIn.

Metrics 157

Metrics Customer Service Measurement NPS 157

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. Take the free training here!

Customer Service Representative 59

Customer Service Representative Training Customer Service Course 59

Myra Golden

DECEMBER 13, 2017

Let me give your people the tactics, skills, and inspiration they need so they can deliver experiences that make you feel proud. I try to make my training easy – for you, your employees, and even for me, by offering it online. I still do onsite training, of course, but online training saves time and money.

Training 51

Training Customer Service Training Course Connections 51

ShepHyken

DECEMBER 5, 2018

Inconsistent information: When a customer gets two or more different answers to the same question, what pain do you cause their brain? Poorly trained employees: It can tie into inconsistent information, but it’s more than that. Employees that demonstrate a lack of knowledge or competency frustrates customers. Then don’t be late!

Policies 127

Policies Case Study Advertising Banking 127

CX Journey

MAY 10, 2017

Not everyone is motivated in the same way, so you need to be prepared to use different tools and approaches; you need to personalize or customize the experience to the individual. We talk a lot about that when we describe customer experience design. How does my action or inaction impact the customer?

Leadership 145

Leadership Employee Experience Feedback Customer Experience Design 145

Myra Golden

SEPTEMBER 28, 2017

I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. If you’d like an excellent training activity that helps employees convey empathy , print off this exercise and facilitate a short discussion with your team.

Training 53

Training Customer Service Exercises Travel 53

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 13, 2017

Yesterday I delivered a full-day of soft skills training to a new client in Denver. I love the feeling I get after a day of soft skills training. Have you ever checked out my onsite training workshops? Training is customized to your needs. Amy Spence, Training Service Manager, West Education Group.

Training 55

Training Groups Meeting Engagement 55

Myra Golden

JANUARY 8, 2018

Custom website and branding. When your employees log in to their training, it feels like they are taking the training within your company because we give you a unique URL and upload your logo. Our training is interactive. Operations Manager, Shared Services Training & Development. Kristin Augusta | Sr.

Customer Service Training 45

Customer Service Training Training Customer Service Video 45

Beyond Philosophy

MAY 1, 2017

While organizations are starting to accept that customers buy emotionally, 3.2 Many organizations have not defined the particular feeling that they wish to evoke with their customer experience (a huge mistake), 2.8 Imperative 2: Embrace the all-encompassing nature of customers’ irrationality. out of five. out of five.

Effort Score 133

Effort Score Customers Loyalty Customer Experience 133

Michelli Experience

JANUARY 22, 2018

Customer Experience Design Strategies. For me, my “go to” strategies for product development or experience innovation involve components from my “empathic design” toolkit. Customer Culture Immersion. Do you have a “go to” song you sing when you are at a karaoke bar?

Culture 145

Culture Consulting Customer Experience Design Tools 145

BlueOcean

MARCH 13, 2023

It’s obvious that the biggest bang from ChatGPT-style AI tools will be improving both the quality and efficiency of transactional customer support, but what about the realm of sophisticated customer care we’ve historically reserved for more highly trained human agents? “I Let me transfer you to an agent.”

Contact Center 156

Contact Center Customer Experience Self Service Chatbots 156

Beyond Philosophy

MAY 31, 2019

Nobel-Prize Winning Economist and Professor Daniel Kahneman along with Barbara Frederickson theorized that what people remember most about an experience is the moment when they felt the most intense emotion and how they felt at the end. Customer loyalty is a function of customers’ memories.

Net Promoter Score 153

Net Promoter Score Customers Brands Connections 153

Beyond Philosophy

MARCH 25, 2019

Moreover, and perhaps most importantly, we will address what you can do about customer irrationality in your Customer Experience design. Customers Do Not Intend to be Irrational. You can include these ideas in your Customer Experience design and educate your friends and colleagues on why you do it that way.

CRM 133

CRM B2B B2C Customer Experience Design 133

Bill Quiseng

MARCH 1, 2021

What benefits, attributes or experiential elements of your product/service are you emphasizing during your sales process (sales tool development and training)? How are you ensuring that your customers receive the value every time they interact with you – no excuses (service skill tools and customer experience design)?

Leadership 148

Leadership Hospitality Consulting Consumers 148

Stella Connect

APRIL 17, 2018

If you’re in a contact center performance management role, you’ve probably invested a lot of time and energy in your customer service training and customer service 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 40

Customer Service Training Training Tips Customer Service 40

Michelli Experience

JANUARY 22, 2018

Customer Experience Design Strategies. For me, my “go to” strategies for product development or experience innovation involve components from my “empathetic design” toolkit. Customer Culture Immersion. Do you have a “go to” song you sing when you are at a karaoke bar?

Culture 138

Culture Consulting Customer Experience Design Tools 138

Beyond Philosophy

OCTOBER 2, 2017

Embracing the all-encompassing nature of Customers’ irrationality. Realizing the only way to build Customer loyalty is through Customer memories. In fact, most memories boil down to two moments in the experience, the highest emotion they felt (the peak) and how the experience ended up (the end).

Customer Experience Professionals 229

Customer Experience Professionals Trends Customer Experience Rewards Programs 229

Customers That Stick

JANUARY 7, 2020

What better way to start off the new year and new decade — a decade that I hope will be marked by incredible improvements in customer experience design, thinking, and execution — than by taking a look at one of the most essential ingredients of customer experience: leadership.

Customer Centricity 88

Customer Centricity Culture Customer Journeys Customer Experience Design 88

Michelli Experience

APRIL 14, 2017

It uses algorithms trained on thousands of hand-tagged posts on a social site, the Experience Project. Here is one of their visualizations that shows people’s emotions towards US election candidates this year: Machine Learning: Kanjoya detects several dozens specific emotions using Machine Learning.

Analysis 223

Analysis Feedback Effort Score NPS 223