Storyminers

SEPTEMBER 11, 2020

Mike Wittenstein is the founder of StoryMiners, one of the world’s first customer experience design consultancies. The company is renowned for its ability to hone into the core values of a company and translate them into captivating experiences, enabling their clients to reach their full potential.

Case Study 147

Case Study CRM Study Customer Experience 147

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

Myra Golden

JULY 16, 2020

Digital workshops are super fun and include engaging learning activities, scenarios based on issues you bring, guided small group discussions in virtual breakout rooms, polling questions, and PDF workbooks. I’m facilitating digital workshops on de-escalation, call control, empathy, telephone skills, and more.

Course 52

Course Groups Engagement Company 52

Myra Golden

APRIL 26, 2018

Last week I facilitated a team building workshop for one of my favorite clients. Typically, I only deliver training on customer service, but my client had a special request. So I designed a unique Team-building Customer Service event built around a 12-foot pole. We spent the rest of the workshop discussing the exercise.

Exercises 63

Exercises Groups Training Communication 63

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. Similarly, ensure that they are committed to act on what they learn.

Customer Journeys 146

Customer Journeys Exercises Touchpoint Culture 146

CX Journey

NOVEMBER 21, 2018

Nope, it's not just a tool; it's not just a workshop: it's a process. Journey mapping is a creative and collaborative process that allows you to understand – and then to redesign – the customer experience. You must view it as the process that it is, otherwise there's no point in mapping.

Customer Journeys 105

Customer Journeys Guidelines Tools Analysis 105

Storyminers

MARCH 26, 2018

Since our founding as a customer experience design consultancy in 2002, StoryMiners has helped over 500 clients on 700+ projects in over 20 countries (and in 4 languages). Story Workout will be the first public workshop from StoryMiners. How We Reinvented Our Own CX. It’s set to launch this summer.

Social Media 100

Social Media CRM Customer Experience Design Communication 100

Myra Golden

DECEMBER 8, 2020

In my De-escalation Academy today, I taught how to politely yet firmly say ‘no’ to a customer. ” I’m sharing with you the very teaching from today’s workshop. I call the method “U S A.” Try out U S A and let me know how it works for you. Practice the U S A Method.

Customers 105

Customers How To Customer Experience Design Customer Experience 105

Myra Golden

FEBRUARY 24, 2022

I facilitated five live digital De-escalation workshops last week. A student in one of my sessions spoke up during Q & A: “I have a question for Ms. Myra Golden. “How would we be able to handle a situation when we know or suspect that members are dealing with mental health?”

Video 111

Video Customers Industry Customer Service 111

Storyminers

SEPTEMBER 6, 2014

Something better can happen for the customer, the employee and the business. This is the Triple Bottom Line Design. Build-a-Bear Workshops are a great example of how this works. It also works for B2B experience design. Learn more.

Customer Experience 100

Customer Experience B2B Customers Examples 100

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

Myra Golden

MARCH 22, 2021

Many people are surprised when I bring up empathy in my de-escalation workshops. They’re looking for hard-hitting tools and frameworks to help them bring down the temperature in interactions with customers. With customers in intense situations, empathy helps you begin the de-escalation process. But empathy?

Tools 111

Tools Insurance Interaction Customer Experience Design 111

Myra Golden

SEPTEMBER 17, 2020

You know the feeling – you probably get nervous, or you have to transfer a call to your supervisor because the customer won’t accept your word as final. So let’s figure out how to fix that!

How To 116

How To Call Center Course Measurement 116

Myra Golden

SEPTEMBER 17, 2021

A workshop I’m facilitating in Tulsa in a few weeks is now online. We thought we’d be done with COVID by now. Yet, here we are. I was supposed to be boarding a plane tomorrow to deliver the opening keynote for a large event in D.C. It’s now virtual. My son’s school reinstated mask mandates this week.

How To 109

How To Policies Training Video 109

Myra Golden

OCTOBER 20, 2021

People in my workshops ask, “What do I say when a customer threatens suicide?” ” Customers in distress are stressful for customer support teams. When customers threaten self-harm or harm to others, they’ve taken the interaction outside the boundary of sincere conversation. Understand this.

Video 98

Video Course Training Interaction 98

Myra Golden

MAY 7, 2019

In my customer service workshops, I improve the customer experience by challenging employees to consider, “ What else does my customer need to know? ” And then meeting that need without the customer having to wonder, fret, or even ask.

Transportation 92

Transportation Hospitality Exercises Tips 92

Storyminers

NOVEMBER 30, 2016

You could save (permanently) on shipping, manufacturing, and on customization. Build-a-Bear Workshop makes its products right inside the store and even lets its customers help. Just think about how your business could be better if some of its parts could adapt more readily.

Omni-Channel 183

Omni-Channel System Case Study Leadership 183

Myra Golden

MARCH 22, 2023

After three years, I’m back on set with my team at LinkedIn Learning to record two courses! My mornings start in the chair with celebrity makeup artist/makeup artistry career educator Tania Russell, who makes me feel like a queen!

Course 52

Course Customer Experience Design Customer Experience Customers 52

Myra Golden

APRIL 13, 2020

We’ve suspended our onsite workshops, but if you have a LinkedIn Learning subscription, you can take Myra’s most popular customer service classes online. Head on over to LinkedIn Learning and start training with Myra now!

Training 80

Training Customer Service Customer Experience Design Customers 80

Myra Golden

JULY 2, 2019

For all of my onsite customer service workshops and keynotes, I arrive at least 45 minutes before we start so I can meet and talk to the people who’ll be spending several hours with me. Now I didn’t always do this.

Training 93

Training Course Meeting How To 93

One Millimeter Mindset

NOVEMBER 24, 2020

Let’s move forward with a facilitated pandemic storytelling workshop. And move forward with a facilitated pandemic storytelling workshop. If the thought of co-creating purposeful pandemic stories is overwhelming, think again. Contact me at this link. One millimeter at a time. First, your purposeful pandemic stories already exist.

How To 73

How To Leadership Exercises Innovation 73

Michelli Experience

JUNE 13, 2017

As a customer experience speaker who delivers keynotes and workshops, I’ve had to adapt to be the “master” over mobile technology. In it, author Jack Hughes made three key points: 1.) Master the Machines. Get Obsessed with Value. Make Creativity Real.

Consulting 113

Consulting Self Service Customer Experience Customers 113

Myra Golden

MAY 7, 2021

A participant in a workshop this week asked, “Should I tell the customer to have a good day after I’ve just given them bad news?” While we want the customer to have a good day indeed, and we want to follow the company call framework, we need to be genuine. ” SMART question!

Video 75

Video Connections Interaction Customers 75

Myra Golden

MARCH 19, 2017

I was sitting in my office listening to recorded calls from one of my clients, as I often do ahead of a customer experience workshop. On one call a customer said, “Hi Paul! Customer Service eLearning – 10 courses to improve the way your employees talk to customers over the phone and email. I’m fine.”.

Airlines 86

Airlines Customer Service Training Customers Customer Service 86

Myra Golden

APRIL 15, 2019

I end all of my customer service workshops by asking participants to write down three words. By reflecting on the day and successes, and setting goals, my workshop attendees are more likely to adopt and apply their insights, and this makes my training more effective. Start, Stop, and Continue.

Exercises 75

Exercises Policies Training Feedback 75

Myra Golden

SEPTEMBER 28, 2017

In customer service workshops, like the one I delivered Friday in Columbus, I challenge my clients to use the empathy I’ve heard (and felt) to inspire them to come up with their own empathic responses. I’ll tell Siri to capture what I heard, or I’ll just type it out.

Customers 94

Customers Training Customer Experience Interaction 94

Myra Golden

DECEMBER 15, 2020

How will you customize scenarios and make the training relevant to my employees? Much like my live digital workshops, I’ll ask my students to apply real situations they struggle with to the frameworks I guide them through. I’m facilitating an average of 4 digital workshops a week – my max!).

Training 59

Training Video Customer Experience Design Customers 59

Myra Golden

JUNE 13, 2017

Have you ever checked out my onsite training workshops? Workshop attendees have said, “ Myra’s positive attitude really makes me feel that one person can completely change another’s state of being ” and “ Each one of us walked away with something new, and all of us feel we could have sat and listened to her for days! . •

Training 55

Training Groups Meeting Engagement 55

Myra Golden

JUNE 24, 2019

” I wrote this article because a workshop attendee wanted to know how to make her chat support more personal. A QVC Chat Agent ended a chat with me positively, like Chick-Fil-A employees always finalize order taking in the first drive-thru window, “You’re certainly welcome, my pleasure! We’re always glad to help.”

Video 77

Video Tips Interaction Training 77

Myra Golden

NOVEMBER 2, 2016

One of the skills we practice in my onsite customer service workshops is Empathy. Here are some of the exact phrases that I share in my training sessions for use in our role-plays – and in real life with customers.

Video 67

Video Course Training Customers 67

Strativity

NOVEMBER 20, 2019

We typically recommend organizations start with an internal workshop that engages two dozen mid-level, cross-functional employees in the process of defining key aspects of the customer experience — including the myriad of touchpoints, success drivers, emotions, etc. Dive into the qual and quant of customer experience research.

Consulting 53

Consulting Customer Journeys Touchpoint Policies 53

Myra Golden

DECEMBER 13, 2018

I do an exercise in my workshops using a 12-foot pole. Meaning, you make that call, do the research, or whatever, and you close the loop by letting your colleague know you’ve followed through. It’s Bigger Than You. I instruct attendees to lower the pole to the ground.

Exercises 90

Exercises Customers Tips Customer Experience 90

Myra Golden

NOVEMBER 15, 2016

After watching a Steven Segal movie with my husband on a Friday night, Under Siege , where Segal practices Aikido, my husband suggested that I put together a training workshop where I would teach my employees how to handle difficult customers using the martial art Aikido. My first Verbal Aikido workshop was in 1999.

Call Center 76

Call Center Training Video How To 76

Myra Golden

OCTOBER 29, 2018

If you find it hard to get customers to accept your word as final and if too many of your customers just go over your head to talk to a supervisor who will tell the customer the exact same thing, you need to read this. I have for you five little tricks that I share in my onsite de-escalation workshops. Show regret.

Hotels 92

Hotels Exercises Tips Call Center 92

Myra Golden

MAY 7, 2020

Here are some engagement ideas I’m hearing from people in my virtual workshops. They need to connect with one another. They need to laugh. Connect with your team in video meetings, and make the get-together fun.

Customer Service 71

Customer Service Tips Meeting Video 71

Myra Golden

FEBRUARY 14, 2017

Exactly what to say to the customer who demands to speak to a supervisor. The 6-Step De-escalation Strategy Myra teaches in her onsite workshops, so your employees can quickly regain control of the conversation with confidence and with professionalism. This method is polite and effective.

Video 77

Video Hotels Training Interaction 77

Myra Golden

NOVEMBER 23, 2018

Consider three of my recent experiences with companies. Minutes before a workshop, I was seated stage-right as my client gave me an impressive introduction to the audience. But Starbucks isn’t the only company with issues with insensitivity. It’s Not Okay to Crop My Afro Out of Your Corporate Images.

Conference 85

Conference Examples Company Engagement 85