InMoment XI

NOVEMBER 2, 2022

If you’ve ever heard the terms “ CX ” or “customer experience” before, you probably know that they and similar phrases refer to organizations’ attempts to scour every interaction for feedback and insights. You might also know that customer experience is generally considered to be a more specific subset of user experience ( UX ).

Touchpoint 324

Touchpoint Customer Experience Design Reference Brands 324

Myra Golden

MARCH 3, 2021

The idea is to insert a personal tone so you can build rapport and even delight customers. You can do four things in chat interactions, starting today, to make them more human. Chat support is not supposed to be rote like an ATM transaction.

Interaction 59

Interaction Connections Communication Customer Service 59

Myra Golden

JUNE 23, 2020

If you need help with preempting escalations and de-escalating intense interactions, I can give you free access to my De-escalation and Empathy classes on LinkedIn Learning. Connect with me on LinkedIn and post on YOUR page (making sure to @me, so I see your post), “Myra, I need help escalating intense interactions.”

Interaction 87

Interaction Contact Center Connections Customer Service 87

Myra Golden

JANUARY 27, 2021

Here are four things you can do to move your chat interactions along faster. Don’t assume you understand what the customer is saying. Just ask the customer what they mean. Check for understanding early on and as often as it takes.

Interaction 105

Interaction Customer Experience Design Customers Customer Experience 105

Myra Golden

SEPTEMBER 8, 2018

That’s why today I am giving you two things you (or your employees) can do to make chat interactions flow like friendly face-to-face conversations. Write the way you’d talk if you were on the phone with your customer. On the phone, you’d probably speak in short sentences, and you’d pause to let the customer respond.

Interaction 61

Interaction Workshop Communication Brands 61

Myra Golden

APRIL 7, 2020

Use Partnering Language to Create Calm and De-escalate Intense Interactions (Especially now, when customers are panicked). When a customer reaches out to you about a problem, they usually don’t think things will be easy. To customers, it’s them against you. There’s a brick wall between you and your customer.

Interaction 59

Interaction Blog Customers Customer Experience 59

Storyminers

JANUARY 12, 2017

Strategies, experiences, and stories to help them chart their own new paths, rewrite their future stories—and give their clients amazing experiences. The post Galileo: A True Interactive Visionary appeared first on Storyminers.

Interaction 61

Interaction Travel Innovation Technology 61

BlueOcean

MARCH 13, 2023

There’s no question that it can mimic a human, taking on a natural and engaging tone to interact with customers—especially in those more transactional instances. One survey of consumers who frequently interact with customer service bots reveals that 77% believe AI is helpful for simple issues.

Contact Center 156

Contact Center Customer Experience Average Handle Time Customer Care 156

Experience Investigators by 360Connext

NOVEMBER 2, 2021

You may want to supplement this existing data with additional research like customer interviews or specifically designed surveys. Define and consider the specific points of interaction between each customer persona and your brand. They will never truly encapsulate the way humans interact or make decisions or feel things.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

Storyminers

JANUARY 12, 2017

Strategies, experiences, and stories to help them chart their own new paths, rewrite their future stories—and give their clients amazing experiences. The post Galileo: A True Interactive Visionary appeared first on Storyminers.

Interaction 51

Interaction Travel Innovation Technology 51

Myra Golden

OCTOBER 15, 2018

Her tone was upbeat and conversational throughout our short interaction. Now you can give your employees even more great skills for delivering the best customer experience and for handling difficult customer situations. She had me at, “I’m happy to hear that you’re well, Myra.”

Interaction 66

Interaction Customers Customer Experience Customer Experience Design 66

Beyond Philosophy

FEBRUARY 6, 2021

Both scientists have been charged with applying what they know about the behavioral sciences to guide both internal decision making, and external customer decision making. Key Ideas to Improve your Customer Experience. Experience Health Check: You already have an experience, even if you weren’t deliberate about it.

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Financial Social Media Consulting Customer Experience Design 193

Experience Investigators by 360Connext

FEBRUARY 9, 2021

You can run a business and sell products without ever uttering the phrase customer experience, and yet it still happens. Customer experience is the sum of each interaction a customer has with your brand, and how they feel about it. And your employees want more, interactive training to support their work.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Beyond Philosophy

APRIL 24, 2021

The Verint Customer Engagement Cloud Platform draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement to meet ever-increasing, ever-shifting consumer interactions and demands. Our Experience Health Check can help you understand what you have today.

Customer Experience 88

Customer Experience Consulting Customer Relationships Download 88

Kayako

JANUARY 17, 2018

When we talk about customer experience, many of us think about support. We think about the touchpoints between customer and business when the customer needs help buying or using a product. These interactions make up part of the customer experience, but not all of it. Customer-centric product design.

Customer Experience 179

Customer Experience Net Promoter Score NPS Touchpoint 179

Storyminers

JANUARY 26, 2015

From the 1970s through the 1990s, customers’ experiences evolved quickly with the introduction of technology like ATMs, CRM systems,touchscreen kiosks, and interactive voice response systems. Companies were the early adopters.

White Paper 70

White Paper Customer Experience Design Article Blog 70

Bill Quiseng

MARCH 1, 2021

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)? Have you tested pricing options to guarantee you are maximizing profitability to fuel your sustainability (pricing optimization)?

Books 148

Books Leadership Hospitality Consulting 148

SurveySparrow

JULY 24, 2023

Remarkable Tools for CX Research Methods for CX Research Tips to Effectively Do a Successful CX Research Final Thoughts What is Customer Experience Research? If the business world were a stage, customer experience research would be the director. Assesses the overall customer-company relationship.

Customer Experience 52

Customer Experience Net Promoter Score Loyalty Customer Satisfaction 52

Beyond Philosophy

MAY 24, 2019

The Peak-End Rule says that what people remember about an experience is how they felt at the moment when emotion was the strongest and how they felt when the experience was over. These emotions can make or break your chances for customers to form Customer Loyalty.

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Loyalty Customer Experience Design Consulting Information 100

Beyond Philosophy

MARCH 27, 2021

However, these examples also represent critical areas for your Customer Experience design. In this episode, we speak with sound and smell design expert Simon Faure-Field , CEO of Equal Strategy. Experience Health Check: You already have an experience, even if you weren’t deliberate about it.

Call Center 147

Call Center Transportation Consulting Customer Experience Design 147

NICE inContact

JULY 30, 2019

Here are three helpful tips: Don’t limit your voice of customer program to surveys. For example, use speech analytics to uncover feedback in your recorded calls, and use interaction data to tell you what behavior says about customer experience. Design with the end in mind. Be very specific.

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Feedback Contact Center Webinar Customer Experience Design 55

Beyond Philosophy

JUNE 19, 2021

However, implementing experience improvements using the theories you enjoyed learning about can be less fun and even a little frustrating if you aren’t getting the results you wanted. Experience Health Check: You already have an experience, even if you weren’t deliberate about it.

Consulting 88

Consulting Customer Experience Design Measurement Financial 88

Strativity

OCTOBER 23, 2017

Behavioral economists can provide insight into how customers interact, both rationally and irrationally, with a firm’s touchpoints across their customer journey, a key component of customer experience. Customers and individuals in general can become overwhelmed when presented with too many choices.

Customer Experience 45

Customer Experience Touchpoint Customer Experience Design Customer Journey 45

Michelli Experience

SEPTEMBER 5, 2017

Relevance to Customer Experience Design. Implicit biases mean life or death in healthcare and they likely also have a meaningful impact on your customers. As a customer experience designer, I’ve been blessed to work with many Fortune 500 companies who are rich with talented “design thinkers.”

Customer Experience Design 51

Customer Experience Design Reference Hospitality Article 51

Myra Golden

APRIL 28, 2021

This morning I hosted a webinar for leaders of customer service departments and operations. I walked everyone through how to prepare customer service specialists to apply psychological tactics to bring down the temperature in interactions and de-escalate. Designate time to play virtual games to build teamwork and morale.

Customer Service 105

Customer Service Contact Center Customer Service Training Call Center 105

Forrester

JULY 20, 2016

Now, image if you could better manage your customer's expectations before the delivered experience -- first by elevating your customer's positive emotions as early in the interaction as possible and then initiating a positive emotional momentum that will carry throughout their journey with your brand.

Customer Experience Design 60

Customer Experience Design Customer Expectations Brands Interaction 60

Customer Bliss

JUNE 28, 2016

M.Gemi is a start-up and Zipcar was a start-up at the time, so we spend a good portion of this episode discussing customer experience lessons for start-up businesses. “A lot of people will say they’re focused on customers and yet, when the phone rings, they don’t answer the phone.

Customer Experience 111

Customer Experience Leadership Feedback Customers 111

Maz Iqbal

NOVEMBER 13, 2014

Some folks just don’t get how to use the various customer interaction channels intelligently. More importantly, some folks don’t get customers. A customer who chooses to interact with you through digital channels is looking for a digital experience. Some folks just don’t get mobile.

Customer Experience 92

Customer Experience Banking Customer Philosophy Customer Centricity 92

Solvvy

APRIL 11, 2022

People are more stressed than ever, so it’s no surprise that customer service agents are feeling the heat when interacting with customers frustrated by shipping delays, product supply issues, website questions and…bad days. So how can we de-escalate angry customers? Giving Customers a Sense of Control.

Webinar 91

Webinar Customers Customer Service Customer Confidence 91

Beyond Philosophy

MARCH 25, 2019

Your customers are irrational, too. They are irrational in business-to-consumer (B2C) transactions and they are irrational in business-to-business (B2B) interactions also. Today we will take a closer look at what irrationality means in a Customer Experience and how it applies to customers’ decision making.

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B2B B2C Customer Experience Design Customers 133

Strativity

AUGUST 16, 2017

is the undisputed leader in design and cultural transformation. magazine today ranked leading Customer Experience Design and Cultural Transformation firm, Strativity Group Inc. 15 years of Customer Experience transformations. 600M+ enhanced customer relationships. Strativity Group Inc.

Magazine 40

Magazine 2017 Customer Experience Design Culture 40

Strativity

AUGUST 16, 2017

is the undisputed leader in design and cultural transformation. magazine today ranked leading Customer Experience Design and Cultural Transformation firm, Strativity Group Inc. 15 years of Customer Experience transformations. 600M+ enhanced customer relationships. Strativity Group Inc.

Magazine 40

Magazine 2017 Customer Experience Design Culture 40

Myra Golden

APRIL 23, 2020

Empathy for Customer Service Professionals. Customer service professionals may answer questions accurately and resolve problems swiftly, but the interaction can still end badly if a customer doesn’t feel positive. Customer service calls can sometimes get out of control. How to Deliver Bad News to Customers.

Customer Service 101

Customer Service Retail Interaction Customers 101

Experience Investigators by 360Connext

JUNE 25, 2019

There might be a deployment team, an onboarding specialist, an account manager, a customer success team and a compliance officer thrown in for good measure. These become real relationships, too, and even if Jeff or Jill aren’t the ones interacting with these Company X teams every day, their teams are. It’s still personal.

B2C 137

B2C B2B Customer Experience Culture 137

Beyond Philosophy

SEPTEMBER 19, 2019

Joanne Causon, CEO of the Institute of Customer Service , joined me on our podcast about this downward trend in Customer Satisfaction. Colson believes that in these times, human interaction and service takes on a renewed value for your Customer Experience. . It’s a Cultural Thing. . Keep your promises.

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Customer Satisfaction 2002 Customers Books 113

Michelli Experience

NOVEMBER 1, 2016

In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand.

Connections 85

Connections Social Media Customer Experience Design Reference 85

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