INDUSTRY INSIGHTS YOUR PEERS ARE READING
This short post will share some straightforward training exercises you can use to improve your customer listening, or help the people on your team. Listening Skills Training Here are a few exercises that can help you take your listening skills to the next level. MORE
A 2-minute Exercise to Help You Feel Confident and Powerful Before Having Tough Talks. One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience. MORE
At PeopleMetrics, we use an exercise called touchpoint mapping to help our clients distinguish between CX and CS. The following is an excerpt from Listen Or Die by Sean McDade, PhD. Customer service (CS) is critical for delivering a great customer experience (CX). MORE
Within seconds, the group learned that this exercise was anything but simple. The exercise is astonishingly hard. One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this. MORE
At the recent Qualtrics X4 event, we took a group of about 40 B2B CX professionals through a self-evaluation exercise. I hate to be the bearer of bad news, but as Steve Walker says in our bonus 10 Traits Recap podcast episode, “it would take a pretty special brand of unicorn.” And guess what? Continue reading. The post Why you’ll never be <del>a unicorn</del> great at all 10 CX traits appeared first on CX Advantage. MORE
This exercises gave us immediate responses to the most challenging interactions, and it boosted the confidence of the entire team. MORE
Here’s a nice article that has several good ideas to help you take advantage of the work you put into the journey map exercise. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week. MORE
We now live in a world where our fridges can order food, our wearables can track and analyse our exercise habits, and we can receive updates about important events right as they’re happening. MORE
When Life Fitness wanted to step up its online efforts and relaunch its website, the exercise equipment manufacturer turned to ForeSee. Life Fitness knew it needed a partner with a. The post ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics appeared first on ForeSee. MORE
Within seconds, the group learned that this exercise was anything but simple. We spent the rest of the workshop discussing the exercise. We jumped into the exercise without asking Myra questions, and we didn’t try to strategize together. MORE
This exercise will not reveal the real reasons customers decided to buy. . The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. MORE
You’ll be guided through an interactive exercise that can pinpoint an area in your life needing more attention. In order to take the best care of others, we must first take the best care of ourselves. jennysuedempsey. MORE
It was a great exercise. This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year. MORE
For this self-improvement exercise, I’ve attended a webinar, read a book, watched a Ted Talk, or sat with a mentor over coffee. Every week I silo for three uninterrupted hours to invest in myself. MORE
You wouldn’t exercise just once in a lifetime and say that you were done. Customer experience, employee engagement and sales results are driven by effective coaching. Coaching helps develop your agents’ skills. Done right, it also improves morale and employee retention. MORE
So, as we approach this year’s customer focused holiday, I want you to consider working through an exercise that will help you create a better customer service experience. Now, back to the exercise. Sounds like a simple exercise, and for some it will be. MORE
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During the rollout of this new style guide, we selected an issue type or contact driver that frequently aggravates customers, leading to dissatisfaction, and facilitated a journey mapping exercise to see the before, during, and after for that particular issue type. MORE
In many of our customer service workshops, we do an exercise where the participants answer a powerful question that helps them understand what makes them different: Why should someone do business with us? MORE
Not dentist-root-canal painful, more like exercising-again-after-taking-a-longer-break-than-you-should-have painful. Fair warning: Reading this article could be painful for you. MORE
Did you really exercise four times a week this year? How often do you keep your New Year’s resolution? Come on, be honest! Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self. MORE
They contact me to ask if I know of any good exercises or resources. The ultimate customer service team building exercise is writing a customer service vision. Team building seems to be a hot topic right now. MORE
There is an exercise we occasionally do in our workshops. My suggestion is to have a group of employees go through the exercise of listing all of the traits they can think of, both attitudes and skills. MORE
Know that developing standards and objectives will be a lengthy, challenging exercise. Are you designing or redesigning a Quality Monitoring Program for your organization right now? MORE
Participate in an exercise that helps you immediately adopt and apply what you learn in this course! Maya Angelou once said, “People will forget what you said. They will forget what you did. But, people will never forget how you made them feel.” MORE
I do an exercise in my workshops using a 12-foot pole. People find this exercise hard. I don’t think that most people get that there are only two functions in a company. You’re either serving customers, or you’re serving someone who serves customers. MORE
I have my workshop participants go through this exercise for at least ten issues. Do this exercise in your company, and you’ll instantly improve customer interactions. MORE
Each day, for 14 days virtual campers can access a new video in their Private Facebook Community with instructions and an opportunity to share their experience, learning, exercising, and to get motivated with other boot campers. MORE
My Comment: Journey mapping is a powerful exercise that all companies should practice. This excellent article breaks down the process with six steps that it takes to work through this important exercise. MORE
Getting all stakeholders onboard and driving cultural change is a difficult exercise. Launching transformative initiatives is one step close to bringing change, but sustaining them is the more difficult exercise. MORE
What if you had to switch between five different notebooks for your daily journaling exercise – only writing a sentence in each? Think about your morning routine, and pick out a single task. What if it took transferring your morning cup of coffee to three different mugs before you could drink it? Now, think about [.]. Read More. The post Why Contact Center Solutions Should Prioritize the Agent Experience appeared first on Sharpen Contact Center Software. Customer Experience MORE
For example, you meet someone who eats vegan, so you assume they also exercise on a regular basis because your sister is a vegan and she is (obnoxiously) health conscious and exercises all the time. You want your Customers to buy from you – obviously! MORE
Uplifting Service book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide. MORE
My Start, Stop, Continue activity is a goal setting and reflection exercise in one. I end all of my customer service workshops by asking participants to write down three words. Start, Stop, and Continue. MORE
And to connect with people, it’s important to understand it’s an emotional exercise and it’s always taken personally. Relationships: Personal, business and customer are all the same. MORE
Uplifting Service book book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide. MORE
One of the most popular exercises we share with our clients is something called the Moments of Magic Card®. However, for the purpose of this exercise, only one example is needed. Here is an idea that just about any organization can do – write a book. But, not just any book. MORE
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2 Role Play Exercise. To learn how to develop empathy for rude or demanding customers, perform the role play exercise with the steps listed below. This is the first instalment of a 2-part blog from our new guest blogger Jason Grills – welcome Jason! MORE
It was Tony Hsieh’s book that inspired Hopkins to write his own culture book, which is a great exercise for an organization to consider. I’m honored to be the keynote speaker later this year at Office Pride , a franchisor of commercial cleaning service companies. MORE
I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used. MORE
One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome. MORE
Even if you’re not in the restaurant business, this is such a clear example, you’ll be able to see the benefits and opportunities your organization will have if you choose to go through this valuable exercise. MORE
Exercises Related Topics Toister Performance Solutions
OCTOBER 18, 2018
They contact me to ask if I know of any good exercises or resources. The ultimate customer service team building exercise is writing a customer service vision. Team building seems to be a hot topic right now.
CX Journey
JULY 7, 2015
One of the arguments against journey mapping I often hear is that it's an exercise in futility: You map. This is key to avoiding that "exercise in futility" mentality or outcome.
Up Your Service
DECEMBER 1, 2015
Uplifting Service book book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide.
Up Your Service
DECEMBER 1, 2015
Uplifting Service book discussion guide management alignment reader's guide Service Culture study guide teambuilding exerciseUplifting Service Group Discussion Guide.
Contact Center Pipeline
OCTOBER 17, 2018
Not dentist-root-canal painful, more like exercising-again-after-taking-a-longer-break-than-you-should-have painful. Fair warning: Reading this article could be painful for you.
Myra Golden Media
MAY 7, 2019
I have my workshop participants go through this exercise for at least ten issues. Do this exercise in your company, and you’ll instantly improve customer interactions.
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The Upsell
SEPTEMBER 4, 2017
And to connect with people, it’s important to understand it’s an emotional exercise and it’s always taken personally. Relationships: Personal, business and customer are all the same.
Myra Golden Media
MARCH 6, 2019
Participate in an exercise that helps you immediately adopt and apply what you learn in this course! Maya Angelou once said, “People will forget what you said. They will forget what you did. But, people will never forget how you made them feel.”
Myra Golden Media
APRIL 26, 2018
Within seconds, the group learned that this exercise was anything but simple. We spent the rest of the workshop discussing the exercise. We jumped into the exercise without asking Myra questions, and we didn’t try to strategize together.
ShepHyken
JULY 1, 2019
My Comment: Journey mapping is a powerful exercise that all companies should practice. This excellent article breaks down the process with six steps that it takes to work through this important exercise.
ShepHyken
SEPTEMBER 14, 2016
So, as we approach this year’s customer focused holiday, I want you to consider working through an exercise that will help you create a better customer service experience. Now, back to the exercise. Sounds like a simple exercise, and for some it will be.
|
Myra Golden Media
DECEMBER 13, 2018
I do an exercise in my workshops using a 12-foot pole. People find this exercise hard. I don’t think that most people get that there are only two functions in a company. You’re either serving customers, or you’re serving someone who serves customers.
CustomerGauge
DECEMBER 20, 2016
Did you really exercise four times a week this year? How often do you keep your New Year’s resolution? Come on, be honest! Or skip the desserts and that end of day cigarette? Shh, I won’t tell. Get on with your bad self.
Customer Service Life
MAY 6, 2019
During the rollout of this new style guide, we selected an issue type or contact driver that frequently aggravates customers, leading to dissatisfaction, and facilitated a journey mapping exercise to see the before, during, and after for that particular issue type.
Connect Managed
OCTOBER 29, 2018
We now live in a world where our fridges can order food, our wearables can track and analyse our exercise habits, and we can receive updates about important events right as they’re happening.
Myra Golden Media
APRIL 15, 2019
My Start, Stop, Continue activity is a goal setting and reflection exercise in one. I end all of my customer service workshops by asking participants to write down three words. Start, Stop, and Continue.
Call Center Coach
JANUARY 8, 2019
Each day, for 14 days virtual campers can access a new video in their Private Facebook Community with instructions and an opportunity to share their experience, learning, exercising, and to get motivated with other boot campers.
ShepHyken
OCTOBER 26, 2016
One of the most popular exercises we share with our clients is something called the Moments of Magic Card®. However, for the purpose of this exercise, only one example is needed. Here is an idea that just about any organization can do – write a book. But, not just any book.
Myra Golden Media
NOVEMBER 15, 2018
Within seconds, the group learned that this exercise was anything but simple. The exercise is astonishingly hard. One of the goals for my customer service training in Cerritos, California yesterday was to help employees follow-up with colleagues, to close the loop so that everybody was up to date on what’s being done to fix issues for customers. I designed a short lecture and a small group discussion to address this.
ForeSee
MARCH 14, 2016
When Life Fitness wanted to step up its online efforts and relaunch its website, the exercise equipment manufacturer turned to ForeSee. Life Fitness knew it needed a partner with a. The post ForeSee Helps Life Fitness Ramp Up Customer Experience Analytics appeared first on ForeSee.
Up Your Service
FEBRUARY 11, 2019
Getting all stakeholders onboard and driving cultural change is a difficult exercise. Launching transformative initiatives is one step close to bringing change, but sustaining them is the more difficult exercise.
Customer Service Life
OCTOBER 4, 2018
You’ll be guided through an interactive exercise that can pinpoint an area in your life needing more attention. In order to take the best care of others, we must first take the best care of ourselves. jennysuedempsey.
Customer Experience Matters
DECEMBER 18, 2018
It was a great exercise. This is the time of year for holiday cheer, family celebrations, and, of course, listings of annual trends! To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year.
ShepHyken
FEBRUARY 6, 2019
It was Tony Hsieh’s book that inspired Hopkins to write his own culture book, which is a great exercise for an organization to consider. I’m honored to be the keynote speaker later this year at Office Pride , a franchisor of commercial cleaning service companies.
Myra Golden Media
SEPTEMBER 28, 2017
I’m giving you the actual exercise I gave to the employees in the customer service training I delivered this morning, along with the discussion questions I used.
CX Advantage Walker
APRIL 10, 2018
At the recent Qualtrics X4 event, we took a group of about 40 B2B CX professionals through a self-evaluation exercise. I hate to be the bearer of bad news, but as Steve Walker says in our bonus 10 Traits Recap podcast episode, “it would take a pretty special brand of unicorn.” And guess what? Continue reading. The post Why you’ll never be <del>a unicorn</del> great at all 10 CX traits appeared first on CX Advantage.
ShepHyken
JANUARY 18, 2017
There is an exercise we occasionally do in our workshops. My suggestion is to have a group of employees go through the exercise of listing all of the traits they can think of, both attitudes and skills.
Myra Golden Media
JANUARY 16, 2019
A 2-minute Exercise to Help You Feel Confident and Powerful Before Having Tough Talks. One of the things I’m working on for you in 2019 is giving you tools to help you coach your employees and hold them accountable, so they’re positioned to deliver the best possible customer experience.
Toister Performance Solutions
APRIL 16, 2019
This short post will share some straightforward training exercises you can use to improve your customer listening, or help the people on your team. Listening Skills Training Here are a few exercises that can help you take your listening skills to the next level.
Myra Golden Media
JULY 15, 2019
Know that developing standards and objectives will be a lengthy, challenging exercise. Are you designing or redesigning a Quality Monitoring Program for your organization right now?
SharpenCX
JULY 23, 2018
What if you had to switch between five different notebooks for your daily journaling exercise – only writing a sentence in each? Think about your morning routine, and pick out a single task. What if it took transferring your morning cup of coffee to three different mugs before you could drink it? Now, think about [.]. Read More. The post Why Contact Center Solutions Should Prioritize the Agent Experience appeared first on Sharpen Contact Center Software. Customer Experience
ShepHyken
MAY 27, 2019
Even if you’re not in the restaurant business, this is such a clear example, you’ll be able to see the benefits and opportunities your organization will have if you choose to go through this valuable exercise.
PeopleMetrics
AUGUST 31, 2018
At PeopleMetrics, we use an exercise called touchpoint mapping to help our clients distinguish between CX and CS. The following is an excerpt from Listen Or Die by Sean McDade, PhD. Customer service (CS) is critical for delivering a great customer experience (CX).
Beyond Philosophy
OCTOBER 3, 2016
For example, you meet someone who eats vegan, so you assume they also exercise on a regular basis because your sister is a vegan and she is (obnoxiously) health conscious and exercises all the time. You want your Customers to buy from you – obviously!
Myra Golden Media
JANUARY 28, 2019
For this self-improvement exercise, I’ve attended a webinar, read a book, watched a Ted Talk, or sat with a mentor over coffee. Every week I silo for three uninterrupted hours to invest in myself.
Beyond Philosophy
OCTOBER 2, 2017
This exercise will not reveal the real reasons customers decided to buy. . The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative.
Peter Lavers
DECEMBER 8, 2017
2 Role Play Exercise. To learn how to develop empathy for rude or demanding customers, perform the role play exercise with the steps listed below. This is the first instalment of a 2-part blog from our new guest blogger Jason Grills – welcome Jason!
Myra Golden Media
OCTOBER 29, 2018
This exercises gave us immediate responses to the most challenging interactions, and it boosted the confidence of the entire team.
ShepHyken
JANUARY 14, 2019
Here’s a nice article that has several good ideas to help you take advantage of the work you put into the journey map exercise. Each week I read a number of customer service and customer experience articles from various resources. Here are my top five picks from last week.
ShepHyken
JULY 25, 2018
In many of our customer service workshops, we do an exercise where the participants answer a powerful question that helps them understand what makes them different: Why should someone do business with us?
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