INDUSTRY INSIGHTS YOUR PEERS ARE READING
This exercise often reveals ways to design a Customer Experience that will be what they want instead of what they happen to have. I went to Bahrain for the first time recently. I was a keynote speaker there for a Customer Experience conference. I was fascinated by the country. 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
Investing in new technologies without empowering your people to use them effectively is an exercise in futility. Digital Transformation can be an extremely powerful exercise given the magnitude of impact that it can cause. MORE
Exercise Files: The Working with Upset Customers training video comes with a set of downloadable exercise files to help implement concepts from the course. Assignments for next week: Exercise: Follow-up with an angry customer to preserve the relationship. 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
This exercises gave us immediate responses to the most challenging interactions, and it boosted the confidence of the entire team. 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
Perhaps you are conspicuous about your environmentalism with your hybrid vehicle logo on the vehicle or the exercise program in which you participate. I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type. MORE
Exercise Files: The Working with Upset Customers training video comes with a set of downloadable exercise files to help implement concepts from the course. Exercise: Download the Fight or Flight Symptoms Checklist exercise file (you'll need to be logged in to access this). MORE
The teachers assigned the exercise so we could observe the inner workings of a creature that we have seen before in a new way; a “look under the hood” of the frog’s outward appearance or what made it tick before it croaked, as it were. 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
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
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
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
However, exercise caution wielding this powerful new tool. Stay Ahead of Your Competition with New Advances in CX Marketing. This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year. 5 CX Concepts to Keep You Ahead of the Competition. Focus on the ROI of CX improvement. 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
Customer Journey Mapping Exercise. One idea is to conduct a Customer Journey Mapping exercise. Keep in mind, the role-playing exercise is not a time to point fingers. 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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When I facilitate customer service training, I’ve been working on content and exercises for a least 60 days. You get the behavior you tolerate. So, if your employees aren’t friendly, helpful, and showing empathy, you have to ask yourself, Have I been tolerating poor performance? MORE
Here's a short, <3 minute video that can walk you through this exercise and provides more examples of key internal customers. Note: This post was originally published on LinkedIn. It’s a companion the another post on how to get promoted. 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
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
The Emotional Signature exercise shows you how to use the customer’s emotions to improve your Customer Experience. Theory is one thing. Implementation is another. Ideas are useless if you can’t apply them. MORE
I shared this statistic in my training classes and even came up with exercises to demonstrate the importance of using the right body language and tone. Service culture, should not be a flavor-of-the-month exercise. The original title of this post was, "Things I Can Do Without in 2019." 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
Part of the exercise was to make virtual meal choices along the way. When you are making decisions, you carefully consider all the facts and factors that present in a logical and orderly process, right? Not so fast. You rarely make decisions this way—and neither do your customers. 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
Another part of the whole exercise to gauge feelings is first to define what emotion you are trying to evoke from your customers. Measuring customer emotions for your Customer Experience is a vital activity for your organization. MORE
For example, in segmentation exercises, you could use morning person/night owl as criteria for categorizing a group of customers so you can address their needs appropriately depending on the time of day you work with them. Each of us has a time of day when we are at our best. 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
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
Take steps to manage your stress, whether that means regular exercise, meditation or just taking time out for friends and hobbies. By nature, I’m an organized person. I like things clear and orderly, laid out in black and white. MORE
However, exercise caution wielding this powerful new tool. Stay Ahead of Your Competition with New Advances in CX Marketing. This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. MORE
Exercise Files: The Working with Upset Customers training video comes with a set of downloadable exercise files to help implement concepts from the course. Assignments for next week: Exercise: Experiment with rapport-building techniques to create personal connections with customers. MORE
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
Here is some more details on what I shared, plus another one of my favorite exercises. The exercise forced them to see the stores the way a customer would. I like to do this exercise in my neighborhood. I notice something new every time I try this exercise. MORE
Ongoing self-care & work-care discovery exercises that help set intentions and hold the individual accountable. In this interactive workshop, individuals will: Complete a self-discovery exercise. We’re moving faster than ever before to make the customer experience WOW-tastic. 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.
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.
Contact Center Pipeline
DECEMBER 12, 2018
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.
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.
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.
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Beyond Philosophy
JANUARY 19, 2019
However, exercise caution wielding this powerful new tool. Stay Ahead of Your Competition with New Advances in CX Marketing. This podcast discusses the five areas you can address that will change the results you get with your Customer Experience.
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!
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.
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.
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.
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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.
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.
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
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.
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.
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.
Toister Performance Solutions
JULY 25, 2017
Exercise Files: The Working with Upset Customers training video comes with a set of downloadable exercise files to help implement concepts from the course. Assignments for next week: Exercise: Experiment with rapport-building techniques to create personal connections with customers.
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
Toister Performance Solutions
JUNE 22, 2017
Exercise Files: The Working with Upset Customers training video comes with a set of downloadable exercise files to help implement concepts from the course. Assignments for next week: Exercise: Follow-up with an angry customer to preserve the relationship.
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!
Beyond Philosophy
JANUARY 19, 2019
However, exercise caution wielding this powerful new tool. Stay Ahead of Your Competition with New Advances in CX Marketing. This podcast discusses the five areas you can address that will change the results you get with your Customer Experience. With a focus on these five key actions, you will not only improve your Customer Experience, but you can also get a jump on the competition in the new year. 5 CX Concepts to Keep You Ahead of the Competition. Focus on the ROI of CX improvement.
Customer Service Life
DECEMBER 18, 2018
Ongoing self-care & work-care discovery exercises that help set intentions and hold the individual accountable. In this interactive workshop, individuals will: Complete a self-discovery exercise. We’re moving faster than ever before to make the customer experience WOW-tastic.
Beyond Philosophy
NOVEMBER 15, 2018
Perhaps you are conspicuous about your environmentalism with your hybrid vehicle logo on the vehicle or the exercise program in which you participate. I just bought a new Mont Blanc pen. I like writing with it. I have a couple more, too; one is a pencil, and the other is a rollerball-type.
Myra Golden Media
JANUARY 1, 2019
When I facilitate customer service training, I’ve been working on content and exercises for a least 60 days. You get the behavior you tolerate. So, if your employees aren’t friendly, helpful, and showing empathy, you have to ask yourself, Have I been tolerating poor performance?
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.
Beyond Philosophy
OCTOBER 4, 2018
For example, in segmentation exercises, you could use morning person/night owl as criteria for categorizing a group of customers so you can address their needs appropriately depending on the time of day you work with them. Each of us has a time of day when we are at our best.
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.
Beyond Philosophy
NOVEMBER 8, 2018
This exercise often reveals ways to design a Customer Experience that will be what they want instead of what they happen to have. I went to Bahrain for the first time recently. I was a keynote speaker there for a Customer Experience conference. I was fascinated by the country.
Beyond Philosophy
SEPTEMBER 13, 2017
Part of the exercise was to make virtual meal choices along the way. When you are making decisions, you carefully consider all the facts and factors that present in a logical and orderly process, right? Not so fast. You rarely make decisions this way—and neither do your customers.
Beyond Philosophy
OCTOBER 9, 2017
The Emotional Signature exercise shows you how to use the customer’s emotions to improve your Customer Experience. Theory is one thing. Implementation is another. Ideas are useless if you can’t apply them.
Beyond Philosophy
SEPTEMBER 26, 2018
Another part of the whole exercise to gauge feelings is first to define what emotion you are trying to evoke from your customers. Measuring customer emotions for your Customer Experience is a vital activity for your organization.
Beyond Philosophy
JUNE 22, 2017
The teachers assigned the exercise so we could observe the inner workings of a creature that we have seen before in a new way; a “look under the hood” of the frog’s outward appearance or what made it tick before it croaked, as it were.
Toister Performance Solutions
JANUARY 15, 2019
I shared this statistic in my training classes and even came up with exercises to demonstrate the importance of using the right body language and tone. Service culture, should not be a flavor-of-the-month exercise. The original title of this post was, "Things I Can Do Without in 2019."
Aspect
OCTOBER 1, 2018
Investing in new technologies without empowering your people to use them effectively is an exercise in futility. Digital Transformation can be an extremely powerful exercise given the magnitude of impact that it can cause.
Beyond Philosophy
AUGUST 21, 2017
Take steps to manage your stress, whether that means regular exercise, meditation or just taking time out for friends and hobbies. By nature, I’m an organized person. I like things clear and orderly, laid out in black and white.
Toister Performance Solutions
JUNE 1, 2017
Exercise Files: The Working with Upset Customers training video comes with a set of downloadable exercise files to help implement concepts from the course. Exercise: Download the Fight or Flight Symptoms Checklist exercise file (you'll need to be logged in to access this).
Satrix Solutions
JUNE 11, 2018
Customer Journey Mapping Exercise. One idea is to conduct a Customer Journey Mapping exercise. Keep in mind, the role-playing exercise is not a time to point fingers.
Toister Performance Solutions
JUNE 19, 2018
Here is some more details on what I shared, plus another one of my favorite exercises. The exercise forced them to see the stores the way a customer would. I like to do this exercise in my neighborhood. I notice something new every time I try this exercise.
Toister Performance Solutions
NOVEMBER 20, 2018
Here's a short, <3 minute video that can walk you through this exercise and provides more examples of key internal customers. Note: This post was originally published on LinkedIn. It’s a companion the another post on how to get promoted.
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