Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. There are many news stories that don’t seem to be about Customer Experience, but, upon second glance, really are. Be deliberate in your moves. But it does when you step back and think about it. Forbes.com.

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Insights Customer Experience 2021 Books 153

Myra Golden

APRIL 6, 2023

Breaking bad news is one of the most challenging aspects of customer service. However, as a contact center representative, it’s your responsibility to deliver this news in a way that’s sensitive, empathetic, and effective. As such, these interactions can shape their perception of the brand as a whole.

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Contact Center Customer Service Representative Interaction Management 52

Myra Golden

SEPTEMBER 17, 2020

We have to give customers a lot of bad news these days. ” No one likes to deliver bad news to customers, but providing terrible news is a regular part of business for a lot of us. . ” No one likes to deliver bad news to customers, but providing terrible news is a regular part of business for a lot of us.

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ShepHyken

DECEMBER 13, 2021

The post Breaking News: President Biden Signs Executive Order on CX appeared first on Shep Hyken. For more information about The White House Briefing, click here to access the Fact Sheet. To contact Shep Hyken for additional commentary, go to www.Hyken.com.

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Government 2021 Customer Service Customer Experience 75

Myra Golden

SEPTEMBER 5, 2017

My course, “Delivering Bad News to a Customer” for Lynda.com and LinkedIn Learning is now live! If you struggle with how to deliver bad news to customers, you’ll want to take this class. Delivering Bad News to a Customer on LinkedIn and on Lynda.com. Topics Include: Communicating clearly. Duration: 48m 13s.

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Communication Customers Customer Service Interaction 84

Hello Customer

APRIL 10, 2020

Did you see some inspiring business news or you launched a great initiative yourself? Want to know what Netflix series to watch next, or if your supermarket has a certain product in stock? Zappos to the rescue ! Source: Google. That was it for this week! Feel free to let us know for our next HC Digest!

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Hospitality Retail Connections Communication 97

Lumoa

APRIL 8, 2024

content Lumoa Product News for March 2024 Hey everyone! Lumoa joins Netigate Exciting news! The post Product News – March 2024 appeared first on Lumoa. Lovely seeing you again, back with more exciting Lumoa updates! We have had a doozy of a month, with lots of features that we think will make Lumoa better for you.

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Beyond Philosophy

JUNE 12, 2021

These things are part of three news stories that can provide insight into improving your Customer Experience. We see news headlines all the time about different types of vicarious learning opportunities, both good and bad. So how do they provide insight? Key Ideas to Improve your Customer Experience. Click here to learn more.

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Insights Customer Experience Consulting Financial 104

Andrew Mcfarland

DECEMBER 17, 2019

Our previous post covered the “bad news”, that customers don’t care about your product(s). In this “good news” post, we’ll examine a method to determine what customers care about and translate it into winning and growth. Recall the example.

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Customer Care Customers Customer Experience 62

ChurnZero

DECEMBER 29, 2020

If you enjoyed these posts, don’t forget to subscribe to our weekly newsletter to start your new year with the latest Customer Success insights right in your inbox. . . And Other Noteworthy News. Top 10 Blog Posts and Other Noteworthy News appeared first on ChurnZero. The post ChurnZero’s Greatest Hits from 2020 Feat.

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2020 Blog 2021 Chief Customer Officer 98

Myra Golden

DECEMBER 17, 2018

No one likes to deliver bad news to customers, but for a lot of us, giving bad news is a regular part of business. Here are Three Simple (But Important) Things To Remember About Giving Bad News To Customers. It’s hard enough to deliver bad news to a customer. How to deliver bad news over the phone, email, or chat.

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Experience Matters

OCTOBER 24, 2018

The post Great News: Temkin Group Joins Forces With Qualtrics appeared first on Customer Experience Matters®. The Institute will create industry benchmarks, drive groundbreaking thought leadership, and guide ongoing program optimization for customers. As part of the acquisition, I will be leading the Institute. We Read More.

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Leadership Innovation Management Customer Experience 111

Myra Golden

APRIL 30, 2020

It’s hard enough for customers to accept bad news. When you sound like you care when giving bad news, you’ll position yourself to deliver bad news in such a way that more comfortable for customers to hear and accept. GET MORE IDEAS LIKE THIS.

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Customers Customer Experience Customer Experience Design 59

Myra Golden

DECEMBER 28, 2018

Giving bad news is hard because of the fear of backlash and because so many customers will just escalate to a supervisor in hopes of getting a different response. Giving lousy news usually goes wrong because of the approach employees use. I created a 48-minute online training on precisely how to give customers bad news.

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Customers Customer Service Customer Experience Design Customer Experience 68

Myra Golden

DECEMBER 15, 2019

This is a good example of how not to deliver bad news to a customer. You can’t control the fact that you have to be the bearer of bad news, but you can control how you deliver the news. Here’s how most people get it wrong when they deliver bad news to a customer: One. It’s hard enough to deliver bad news to a customer.

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Banking Customers Management Article 69

Myra Golden

OCTOBER 26, 2020

Give customers bad news using five easy steps based on the way doctors give bad news to patients and their families. Worksheet to practice giving bad news. Acknowledge Customer Concern video: Give Bad News Like a Doctor video: Was This Helpful? Get less backlash. Nudge customers to accept your word as final.

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Customers Customer Experience Design Customer Experience 52

Myra Golden

OCTOBER 23, 2020

Grab the “Delivering Bad News” worksheet here , and come back next week for part two, when I reveal my 5 keys for Delivering Bad News.

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Customers Customer Experience Design Customer Experience 95

Myra Golden

MAY 29, 2018

One of my deliverables for this training is to equip employees with the skill of giving lousy news to customers in such a way that the customer accepts the employees’ answer as the final word. You’re about to learn how to deliver bad news with confidence and in such a way that you minimize backlash from customers.

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Workshop Customers Definition Connections 49

Myra Golden

APRIL 20, 2020

No one likes to deliver bad news to customers, but for a lot of us, delivering bad news is a regular part of business. I created my Delivering Bad News course with LinkedIn Learning to take the fear out of giving bad news to customers. Learn how to give bad news to customers using four practical keys.

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Customers Customer Experience Design Customer Experience 59

Beyond Philosophy

JUNE 29, 2016

The post More shocking news about Airbnb! For example, sharing economy companies could conduct customer mirrors where consultants pose as customers of various races, genders and sexual orientations to identify the specific points in the customer journey where discrimination or disparate treatment occurs. appeared first on.

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Transportation Hotels Books Consulting 113

CustomerGauge

NOVEMBER 22, 2016

Nokia Setting New Customer Experience Standards Unless you’ve been living under a rock, you probably know that over the last 5 years, things have not been great for the Finnish communications company, Nokia. The post Net Promoter News: Nokia, Vodacom, Jabong, Top NPS Scores appeared first on CustomerGauge.

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NPS Communication Customer Experience Customers 95

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?” Watch my video learn how to genuinely give a fond farewell, even when you’ve given the customer terrible news. ” SMART question! GET MORE ADVICE LIKE THIS.

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Workshop Connections Interaction Customers 75

Hello Customer

APRIL 17, 2020

Did you see some inspiring business news or you launched a great initiative yourself? This creates enough space to donate the proceeds of selling mouth masks to charity. Which good cause they will be donating to hasn’t been decided yet. That was it for this week! Feel free to let us know for our next HC Digest!

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Hotels Hospitality Entertainment Retail 75

InteractionMetrics

JUNE 24, 2020

The post NEWS: Shep Hyken—The Future of Customer Feedback appeared first on Interaction Metrics. Appreciation can come in the form of a gift card, a charitable donation on behalf of the customer, or priority service for a future interaction.

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Feedback B2B 2020 Metrics 52

Lumoa

MAY 9, 2023

Lumoa Product News for April 2023 Hey everyone! Try the new Impact Page We are going to be recreating the Impact page in Lumoa. Lots of existing guides are being reworked to fit the new Impact page, so we will have a more comprehensive list next time! The post Product News – April 2023 appeared first on Lumoa.

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CXApp

JANUARY 16, 2018

This is solidified by the idea of business blogging or sharing relevant company news to build more online visibility. In short, a business news channel is yet another form of marketing - similar to social media, snail mail, email, and more - that will help provide and support business growth.

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Social Media Blog Entertainment Engagement 40

Hello Customer

APRIL 3, 2020

Next Friday we'll be back with a new HC digest, to highlight more positive business news and to celebrate all the inspiring efforts that are being made. You can read the full press release on the website of Philips Belgium. That's it for this week. In the meantime, stay safe, stay healthy and stay connected with each other!

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Hospitality Transportation Connections Communication 69

Forrester's Customer Insights

FEBRUARY 22, 2021

On February 18, 2021 Facebook announced it would restrict sharing or viewing local and international news content in Australia in response to the Morrison Government’s move to regulate the relationship between the tech giant and news media outlets.

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Government Consumers 2021 Marketing 54

NetBase

OCTOBER 15, 2019

Social analytics can help keep tabs on your client’s online reputation and if something does go ‘off rails’, breaking bad news to clients can be softened, when it’s backed up by social insight. Suffice to say – dashboards and widgets can be your help when you need to ‘break the bad news’, as they’re great for fleshing out the narrative.

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Insights Social Media Brands Consumers 62

Myra Golden

JUNE 14, 2019

But it’s possible to give your customer lousy news with empathy and a positive slant. When you have to give a customer bad news, do it using the “Feel, Felt, Found Method.” When you can’t tell your customer exactly what they want to hear, maintaining a sense of rapport can be challenging.

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Interaction Customers Connections Customer Experience Design 85

ChurnZero

DECEMBER 27, 2019

This post features a life-like scenario of how to turn your advocate’s absence into an opportunity for a new champion (or should we say star) to be born. . And Other Noteworthy News. Fighting Churn is a newsletter of inspiration, ideas and news on customer success, churn, renewal and other stuff and is curated by ChurnZero.

2019 64

2019 Blog E-support Chief Customer Officer 64

Myra Golden

AUGUST 16, 2016

I noticed how calm we were as we took in the bad news the doctor was delivering. There’s a lot customer service professionals can learn from doctors when it comes to delivering bad news. Doctors, surgeons and trauma teams are strategically trained and highly skilled in delivering bad news. Attitude of the News-Giver.

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Customer Service Representative Customer Service Customers Presentation 53

Think Customers

JULY 2, 2015

Companies get penalized for making false claims about products and services, but when it comes to fake news sites, these scams are much harder to catch. If you're a Facebook user, you probably have a friend who shared a bogus news story because he or she was convinced the information was accurate. 1to1Media.com/weblog.

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User Experience Blog Information Customer Experience 81

Lumoa

APRIL 14, 2023

Lumoa Product News for March 2023 ???? A new way to invite others to Lumoa Lumoa just made it easier to bring in your colleagues, and have them start taking actions on the voice of your customers. The post Product News – March 2023 appeared first on Lumoa. Hey everyone! Let’s get started! That’s all folks!

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2023 Touchpoint Webinar Feedback 83

ShepHyken

FEBRUARY 6, 2024

The lesson in this story was that the captain was quick to share the news with the passengers and did so with complete transparency. Let’s break this down: Swift Communication: When you must share bad news, communicate it quickly. Next time you deliver bad news, consider this style of communication. Be quick and be honest.

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Communication Magazine Airlines Workshop 88