Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

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Customer Experience Net Promoter Score Culture ROI 261

Myra Golden

FEBRUARY 24, 2022

I facilitated five live digital De-escalation workshops last week. The meanness of the public has forced many public-facing industries to rethink what used to be an article of faith: that the customer is always right. If you need help de-escalating customers in the new era of customer service, check out my De-escalation Academy.

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Workshop Article Customers Customer Service 111

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!

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Workshop Customer Experience Design Customer Experience Customers 52

Myra Golden

MARCH 22, 2023

My team enrolled a repeat client into our online De-escalation Academy, which we do every day for customers around the globe. And now, I, the Customer Service & De-escalation Expert, had to own my mistake and put my 3R De-escalation Method into practice. I feel icky writing this post. Last week I had to practice what I teach.

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Workshop Customers Customer Service Interaction 52

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.

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Workshop Interaction Customers Management 98

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.

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Workshop Customers Customer Experience Design Customer Experience 105

Myra Golden

SEPTEMBER 17, 2020

We have to give customers a lot of bad news these days. As a result, we are no longer supporting customers over chat.” ” No one likes to deliver bad news to customers, but providing terrible news is a regular part of business for a lot of us. .” ” (True story). So let’s figure out how to fix that!

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Myra Golden

OCTOBER 5, 2021

I revealed the number one training request I get directly from frontline employees, and I take you inside my digital classroom for a high-impact workshop. I hope to see you tomorrow at the official Customer Service Week celebration. . If you missed us live this morning, no worries, I have the video below.

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Customer Service Workshop Customers Customer Experience Design 52

Peter Lavers

MARCH 26, 2015

Customer Experience Management is a hot topic in many companies, who have realised that they are no longer ‘in control’ of all the channels, media or messages that their customers utilise to engage with their brand. In our experience “inside out” is also a mistake. End-to-end Experience.

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Customer Journey Mapping Customer Journey Workshop Definition 95

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.

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One Millimeter Mindset

NOVEMBER 24, 2020

Let’s move forward with a facilitated pandemic storytelling workshop. Instead, this internal customer discovery exercise allows you all to uncover what external clients really value. Retaining Clients leverages Innovative Customer Retention Strategies. And move forward with a facilitated pandemic storytelling workshop.

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Blog Workshop Leadership 2020 95

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. And, it’s the same with customers. Now I didn’t always do this.

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SuiteCX

FEBRUARY 18, 2021

My design thinking team was soon using it in most of our meetings. Whiteboarding is just one tool in the huge box that is customer experience design. Simply resting at the two-dimensional representation of the customer journey, however, is tantamount to getting the job only half done. Built-in sticky note packs!

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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. Experience Design Customer Experience Design interviews'

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Workshop Customer Experience Design B2B Customers 69

Myra Golden

MAY 7, 2020

They’re likely seeing a rise in customer frustration. Here are some engagement ideas I’m hearing from people in my virtual workshops. They need contact, connection, and communication – and the break from serving customers. Make sure you get employees off the phones and chat dashboards at least once weekly. They need to exhale.

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Workshop Customer Service Connections Customers 71

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! GET MORE ADVICE LIKE THIS.

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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!

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Workshop Customer Service Customer Experience Design Customers 80

Heart of the Customer

DECEMBER 4, 2014

“Customers aren’t filling out our form completely. ” “We just need to teach our customers how to use our website so they won’t call us so much.” ” ———— These are all actual quotes from employees we’ve worked with while leading customer experience workshops. .”

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Customer Journey Mapping Workshop Customer Journey Culture 89

Myra Golden

AUGUST 27, 2018

For all of my customer service workshops, I like to 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. But I’ve found that talking to workshop participants before the training starts helps me to connect with my audience before I speak my first word.

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Workshop Customers Connections Interaction 51

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. What’s Your Customer’s Panic Question?

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Transportation Hospitality Workshop Interaction 92

Strativity

NOVEMBER 20, 2019

Throughout Strativity’s 17+ years in CX consulting, we’ve developed fundamental principles 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. Build understanding and engagement with Customer Journey Mapping.

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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?

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Workshop Insurance Interaction Customer Experience Design 111

Myra Golden

SEPTEMBER 17, 2021

A workshop I’m facilitating in Tulsa in a few weeks is now online. ” and “What do you do when customers politicize masks?” ” If you’re struggling with face-covering issues with customers, you’re not alone. We thought we’d be done with COVID by now. Yet, here we are.

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Workshop Events Customer Experience Design Customers 109

Myra Golden

DECEMBER 10, 2018

Your customers want friendly employees, but more than that, they want reliability and for you to stand by your word. If you’re not a dollar store, there’s an excellent chance your customers prefer quality and performance over super cheap. That’s the goal, too, for your customer experience.

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Workshop Wireless Customer Experience Interaction 49

Myra Golden

DECEMBER 15, 2020

I build your employees’ confidence and guide them through getting angry customers to back down in short segments (no more than five minutes per piece). Each day in the Academy, my students develop phrases and statements to use with their customers on my worksheets, guides, and checklists.

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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. In short, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

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Customer Service Training Workshop Magazine Social Media 40

Myra Golden

MARCH 18, 2019

While sipping a Bloody Mary, I reviewed a random sample of phone calls ahead of a workshop I’m delivering for a medical clinic in Los Angeles in a couple of weeks. I want to talk to you about your tone of voice with customers because this is the biggest problem I picked up on the recordings today. Authoritative. Unapologetic.

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Workshop Interaction Customers Customer Experience 55

Myra Golden

MARCH 19, 2017

Every interaction your employees have with customers is an opportunity to make the customer experience easy, helpful and friendly. The wrong words can cause dis-ease in customers, or leave customers thinking you don’t care. Customers, especially if they happen to be angry, need options. I’m fine.”.

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Workshop Airlines Customer Service Training Customers 86

Myra Golden

DECEMBER 13, 2018

You’re either serving customers, or you’re serving someone who serves customers. I want to talk to you about how to fulfill your responsibility of serving, particularly when it comes to your co-workers – your internal customers. I do an exercise in my workshops using a 12-foot pole. Work together.

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Myra Golden

NOVEMBER 30, 2018

This week has been dedicated to customized customer service eLearning for some of my favorite clients. Read on to see how we create custom video training. Online workshops are usually 10-14 short video modules. A successful recording session for a client’s customized training is complete. Wardrobe is easy.

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Customer Service Workshop Customers Customer Experience Design 55

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. Learn more or try for free.

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Workshop Customers Customer Service Customer Experience Design 67

Myra Golden

DECEMBER 2, 2021

First, my husband and I had to clear out my entire studio – the one we built during the pandemic for my engaging, fun, live digital workshops. Next, we have to set up my original studio because I will facilitate four live digital workshops for clients next week. It took a whole lot of work to film two courses this week!

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Myra Golden

FEBRUARY 14, 2019

If you say “because” when you’re telling a customer something, you’ll significantly increase the chance that they’ll accept your word as final. Using the “because” tactic, you can increase the chances of a customer accepting your word as final. Customers are still upset.

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Insurance Workshop Webinar Customers 82

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! ”.

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Workshop Seminar Customer Service Engagement 55

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. In short, the role of customer service now ranks as one of the 10 most stressful jobs in the U.S.

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Customer Service Training Workshop Magazine Social Media 40

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. We appreciate customers who let us know when things aren’t right. Thanks for taking the time to let us know. Was This Helpful?

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Beyond Philosophy

JULY 6, 2023

The reason why would probably surprise you, but it’s one of those little secrets about why customers buy that they don’t tell you. This experience is an excellent example of the topic I want to cover today: the disproportionate effect that small things can have on a Customer Experience. Their survey responses?

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