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. Give the service agent the floor.

Customer Service Training 62

Customer Service Training Customer Service Contact Center Customers 62

Myra Golden

MAY 7, 2020

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

Workshop 71

Workshop Customer Service Connections Customers 71

Experience Investigators by 360Connext

FEBRUARY 9, 2021

By not investing in customer experience, they are missing opportunities to improve the business results they want simply by keeping customers. Customers who stay longer with your brand also spend more with your brand. Loyal customers are more valuable to your brand. Cost of service.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

CSM Magazine

AUGUST 22, 2019

The customer service department is too often referred to as “just a cost center”. As experience overtakes price and product as a key brand differentiator, customer service is being recognized as the face of, and driver for, organization-wide strategy. The board includes: EVP, Global Customer Care, Mastercard.

Customer Service Strategies 40

Customer Service Strategies Customer Service Airlines Chief Customer Officer 40

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 Customer Service Contact Center Customers 40

Myra Golden

MARCH 6, 2017

He made me feel completely comfortable with my many customizations. And he gave me an engaging and genuine interaction. Are your people adding value to your company through their interactions with customers? Making Personal Connection. Work with your employees on personal connection, acknowledgment and empathy.

Customer Service 45

Customer Service Workshop Government Connections 45

Michelli Experience

SEPTEMBER 15, 2016

Thought leaders like Daniel Pink have provided insightful analysis of research showing three key drivers of human behavior: Purpose. Autonomy, and.

Engagement 92

Engagement 2013 Entertainment 2016 92

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. Instead, that idea is pulled up to the surface, along with everything that’s closely connected to it.

Net Promoter Score 153

Net Promoter Score Connections Customers Brands 153

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.

Social Media 262

Social Media Feedback Webinar Books 262

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. Customers find comfort in “the familiar.”. Old school service fits with the burgeoning artisanal movement happening now. In fact, I suggested….

Social Media 45

Social Media Customer Service Consulting Article 45

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 108

Customer Service Customers Interaction Social Media 108

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. Customers find comfort in “the familiar.”. Old school service fits with the burgeoning artisanal movement happening now. In fact, I suggested….

Social Media 40

Social Media Customer Service Consulting Article 40

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].

2020 132

2020 Customer Experience Magazine Consulting 132

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?

Entertainment 45

Entertainment Customer Service Social Media Healthcare 45

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

Myra Golden

JUNE 2, 2016

Myra Golden Customer Service Training Highlight. Verbal Aikido: A non-agressive, highly effective strategy for handling difficult customers. Thanks to the Internet and social media, customers are more savvy now than ever before. This means the customer service professional must develop a response plan.

Customer Service Training 40

Customer Service Training Workshop Magazine Social Media 40

Beyond Philosophy

OCTOBER 14, 2014

Warn Customers of the dangers they face and encourage them to keep their data safe through strong passwords. Listen to your customers and engage with them. Superior Customer Experiences require a two-way dialogue with your Customers. Customer Experiences are a catalyst for Customer trust and loyalty.

Net Promoter Score 102

Net Promoter Score CEM Books Customer Retention 102

Michelli Experience

MARCH 9, 2016

There are few things more important about leadership than developing and growing talent.

Magazine 45

Magazine Engagement Insurance Loyalty 45

Stella Connect

JUNE 5, 2017

Suzanne will explain how to use social media and online ratings and reviews, along with traditional methods of connecting with customers, to better understand your brand. An Outside in Customer Experience Strategy for a Brave New World (Closing Keynote). VP Customer Experience Design, AARP.

Call Center 40

Call Center 2017 Contact Center Chief Customer Officer 40

Michelli Experience

JANUARY 17, 2017

Clearly, game theory has its greatest application within the “gaming industry” According to an article by Mark de Bruijn titled Level-up your customer experience: Lessons from the gaming industry , gaming has become a 100 billion dollar industry serving 1.5 billion customers. Those 3 areas are: Promotion.

Customer Experience 85

Customer Experience Banking Sports Loyalty 85

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. Is the US Next?

Customer Satisfaction 113

Customer Satisfaction 2002 Customers Books 113

Wootric

FEBRUARY 14, 2019

Her She is a customer journey expert whose analysis of customer feedback at key touchpoints has led to product and service enhancements that have delighted customers. Why we love Angus: He’s the Customer Experience Manager at Sendoso and prides himself in “helping people connect the old fashion way.”

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

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 53

Customer Experience Design Brands Reference Books 53

Michelli Experience

NOVEMBER 1, 2017

Adolpho’s Lessons for Employee and Customer Engagement. So as not to postpone the connection between Adolpho Kamisky and the engagement of your team members and customers any further, I was moved by a statement made by Sarah Kamisky concerning the impact of the actions taken by her father and other members of the French resistance.

Customer Experience 69

Customer Experience Hotels Books Consulting 69

Michelli Experience

APRIL 11, 2017

Any time you determine a customer is highly satisfied or strongly emotionally engaged with your brand (e.g. direct feedback from them, a 9 or 10 on the NPS®, or you receive stellar results on a satisfaction inventory), you have an opportunity to let your customer know that your ability to serve them is fueled by their referrals.

Customer Care 92

Customer Care Brands Net Promoter Score Reference 92

Myra Golden

MARCH 19, 2017

It sounds defensive and most certainly, it makes the customer more intent on speaking with a supervisor. Maybe try, “I can certainly connect you with a supervisor. If the customer insists on speaking to a supervisor, go ahead and transfer with a good attitude. Still, you don’t want to say this outright.

Workshop 86

Workshop Airlines Customer Service Training Customers 86

ClearAction

APRIL 29, 2020

VP-CX Role Description: The Vice President of Customer Experience is responsible for facilitating ownership of customer experience excellence throughout our company. Develop recognition for formal and informal collaboration that resolves issues, prevents issues, and creates value for internal and external customers.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

Michelli Experience

MARCH 16, 2016

Then again, I’m reminded of the Gallup research captured in the book Human Sigma: Managing the Employee-Customer Encounter which suggests that while there is a high correlation between employee engagement and customer engagement that relationship IS NOT CAUSAL.

Engagement 56

Engagement Books Culture Connections 56

Michelli Experience

FEBRUARY 7, 2017

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Customer Service 81

Customer Service Customers Social Media Consulting 81

Bold360

NOVEMBER 21, 2016

What exactly are the takeaways making the biggest impact on customer experience initiatives as companies look to 2017, and how can CX pros and business leaders move their companies forward in the digital, always-on, always-connected, omni-channel landscape? It entices me to imagine what awaits us in 2017 for customer service.

2016 111

2016 2017 Customer Experience Social Media 111

Michelli Experience

FEBRUARY 17, 2016

My job was to “improve customer service by deploying employee scripts.”. Given my naivete, I took to my task by researching the best available customer service programs. Generally speaking customer service scripts are less effective than desired. The word assist is a far more engaging and elevated word.

Customer Service 53

Customer Service Engagement Connections Communication 53

Michelli Experience

DECEMBER 2, 2015

In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Which are you? Such was the case for Mercedes-Benz!

Customer Experience 101

Customer Experience Customer Journey Mapping Leadership Hotels 101

Myra Golden

MARCH 18, 2020

All they’ll need is an Internet connection. How to Handle Difficult Customers. 30-Minute De-escalation Online Class to Help Your Employees Get Angry Customers to Back Down, Even Customers Who Want a Supervisor – with Video Teaching, Simulations, Knowledge Checks, and Practice Interactions.

Seminar 52

Seminar E Commerce E-support Magazine 52

Myra Golden

APRIL 15, 2017

I didn’t make emotional connection. She took the time to listen to our needs and created workshops that combined her expert knowledge with the specific customer-service ethos we want ingrained in our employees. . Her personal stories and experiences were insightful and valuable. • I was prayed up. I know great.

Seminar 58

Seminar Workshop Interaction Connections 58

Michelli Experience

JULY 27, 2016

In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment. From a process perspective, Starbucks continues to explore ways to increase the speed of service. .”

2004 45

2004 Leadership Reference Books 45

Myra Golden

MARCH 29, 2016

The company offers fast, live-person customer service over the telephone 24/7, which is very appealing to Baby Boomer and Veteran generation customers. Placing orders on the company’s website and smartphone app work very well for Millennial and Generation X customers.

Customer Experience 45

Customer Experience 2014 Social Media Customer Service Representative 45

Michelli Experience

APRIL 11, 2017

Any time you determine a customer is highly satisfied or strongly emotionally engaged with your brand (e.g. direct feedback from them, a 9 or 10 on the NPS®, or you receive stellar results on a satisfaction inventory), you have an opportunity to let your customer know that your ability to serve them is fueled by their referrals.

Customer Care 53

Customer Care Brands Net Promoter Score Reference 53