Customer Experience Matters

SEPTEMBER 24, 2018

” As a part of our commitment to this critical theme, we developed a highly interactive workshop “Humanizing CX,” which I’ve led for 10 Customer Experience Professionals Association local networking events in cities across the U.S. The workshop has a simple agenda, examining how attendees can improve humanity: As Individuals As CX professionals As a collective CX community For those of you who have not been able to Read More.

Customer Experience 62

Customer Experience 62

Myra Golden Media

APRIL 26, 2018

Last week I facilitated a team building workshop for one of my favorite clients. I showed up with no workbooks, and after 19 years of delivering workshops, training sans workbooks is a first for me. We spent the rest of the workshop discussing the exercise.

Personalization 174

Personalization Customer Service Customer Experience 174

teleopti

OCTOBER 9, 2018

Last April 10, 2012, Novare Technologies organized and facilitated a workshop with partner, Teleopti, entitled Teleopti: The Next Generation Workforce Management Workshop, held at the Makati Shangri-La Hotel

Technology 40

Technology Management 40

Contact Center Pipeline

APRIL 11, 2018

“I don’t understand how my organization can use speech analytics.” This is a statement often heard from those who have speech analytics just as often as from those who don’t. Speech analytics has the potential to transform an organization and its customer relationships, but organizations seldom harness its power because their journey to speech begins […]. Speech analytics call center call center technology contact center speech analytics

Analytics 116

Analytics Call Center Technology Contact Center 116

Customer Experience Matters

JUNE 28, 2017

Attend intensive hands-on workshop “Driving Customer Experience Transformation” to gain leading-edge skills and tools. Customer experience Events

Customer Experience 40

Customer Experience 40

CX Journey

NOVEMBER 17, 2015

Before you can bring the stakeholders into a room to begin your workshop, there are a few things you’ll need to do. Image courtesy of Alan Tunnicliffe Today's post is a modified version of a post I originally published on Touchpoint Dashboard's blog on June 15, 2015.

Journey mapping 100

Journey mapping Feedback Customer Experience 100

360Connext

FEBRUARY 9, 2018

If you’d like to put this power in your team’s hands and turn your whole organization into a customer-focused powerhouse, why not have a workshop to help them understand the mindset, approach, techniques, and many unconventional ways to get more ROI from a living customer journey map?

Journey mapping 115

Journey mapping Consulting Consulting Marketing 115

360Connext

AUGUST 14, 2017

This can be done through executive coaching, workshops, or as part of a more intensive Customer Experience Investigation™ program. Blog Customer Experience Featured coaching evaluation improvement linkedin strategy workshops

Real estate 90

Real estate Automotive Construction Telecommunications 90

ShepHyken

MARCH 21, 2017

First Up: In Shep Hyken’s opening comments he relates an experience from the customer service workshops his company conducts for client companies. In these workshops, attendees are asked, “What is a quality that all customer-focused employees possess?”

Consulting 88

Consulting Consulting Employee engagement Management 88

BetterXperience

OCTOBER 30, 2016

We have been perfecting a CX framework we want to share with you at our 2-day live workshop. I would like to invite you and your team to join us at the workshop. Customer Experience Customer Service workshop“Water is wet! Customer Experience is good!”.

Customer centricity 56

Customer centricity Customer Experience Customer Service 56

ShepHyken

SEPTEMBER 19, 2018

We do an exercise in our customer service workshops. App Customer Care Customer Service Strategies approach to systems and processes customer complaints customer service workshopsThe other day I was at my hotel waiting for my client to pick me up for a meeting.

Customer Care 25

Customer Care Customer Service 25

Myra Golden Media

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.

Customer Service 150

Customer Service Customer Experience 150

Myra Golden Media

JUNE 13, 2017

Have you ever checked out my onsite training workshops? Here’s what a recent client had to say about my training: Myra delivered two full-day workshops for us, and we could not be more pleased. Yesterday I delivered a full-day of soft skills training to a new client in Denver.

Education 159

Education Personalization Customer Service Management 159

Callminer

JUNE 12, 2018

Tuesday, June 19th Master Class Workshop. Join CallMiner and customer SiriusXM for our workshop, “Interaction Analytics Simplified: How Omni-channel Analytics Technology Works and Applies to the Contact Center Industry,” held on Tuesday, June 19th from 2:15-5:00 p.m.

Analytics 156

Analytics Multichannel Best practices Cloud contact 156

Callminer

JUNE 12, 2018

Tuesday, June 19th Master Class Workshop. Join CallMiner and customer SiriusXM for our workshop, “Interaction Analytics Simplified: How Omni-channel Analytics Technology Works and Applies to the Contact Center Industry,” held on Tuesday, June 19th from 2:15-5:00 p.m.

Contact Center 156

Contact Center Analytics Multichannel Best practices 156

Myra Golden Media

DECEMBER 10, 2018

The most common way organizations employ me is to facilitate customized workshops that give a proven skillset and transform behavior so that employees are fully prepared and inspired to express the soul of the brand. And then bring one of our fun, engaging workshops to your company.

Wireless 137

Wireless Customer Experience Personalization Customer Service 137

Myra Golden Media

DECEMBER 17, 2018

In my De-escalation workshops, I show a clip from Jack Nicholson’s Five Easy Pieces. The inflexible ‘no’ started the cycle of escalation, which I talk about in my workshops and eLearning.

Coaching 210

Coaching Management Customer Service Call Center 210

Myra Golden Media

MAY 1, 2018

In two months, I’ll fly out to Montreal to facilitate the workshop. Asking my clients what their single most significant challenge is, forces them to hone in on what keeps them up at night, and it tells me exactly where to focus in my workshop.

Consulting 152

Consulting Consulting Customer Service Customer Experience 152

Myra Golden Media

NOVEMBER 30, 2018

Online workshops are usually 10-14 short video modules. This week has been dedicated to customized customer service eLearning for some of my favorite clients. Well, all of my clients are my “favorite.”

Scripts 157

Scripts Customer Service Customer Experience 157

Myra Golden Media

OCTOBER 27, 2018

A bright young Generation Z professional approached me after a customer service workshop last week in Atlanta and asked me for advice. Here’s one of the smart questions she asked me, “What books would you recommend that my younger self, say my senior year in college, should read?

Customer Service 151

Customer Service Customer Experience 151

Myra Golden Media

NOVEMBER 15, 2018

The most common way organizations employ me is to facilitate customized workshops that give a proven skillset and transform behavior so that employees are fully prepared and inspired to express the soul of the brand. Your employees leave our workshops fully prepared and inspired to express the soul of your brand with every customer. And then bring one of our fun, engaging workshops to your company.

Personalization 120

Personalization Customer Service Customer Experience 120

Myra Golden Media

SEPTEMBER 24, 2018

In my customer service workshops, I teach your employees how not to make assumptions, and I explain this concept in an unforgettable way. Recently, I went to buy a replacement charging cable for my laptop. I found a salesperson and told him what I needed.

Customer Service 188

Customer Service Customer Experience 188

Myra Golden Media

AUGUST 3, 2018

After my workshop in Ohio, I chatted with Amazon about a problem with my Kindle Oasis. Last week I worked with a fantastic new client in Cleveland on the chat customer experience. I immediately made screenshots of my chat and sent the images to my Cleveland client.

Best practices 159

Best practices Customer Experience 159

Myra Golden Media

JANUARY 15, 2019

If only I could facilitate workshops in leggings and ballet flats! For two years I’ve partnered with LinkedIn Learning to create courses to help employees be more assured and skilled in their ability to handle demanding customers.

Scripts 137

Scripts Call Center Contact Center Customer Service 137

Myra Golden Media

FEBRUARY 14, 2019

I teach and role-play this strategy in my de-escalation workshops. 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. Here’s Why Saying “Because” Works.

Personalization 144

Personalization Customer Service Management Call Center 144

Customer Service Life

DECEMBER 18, 2018

Creating a Workplace Culture of Self-Care Starts With You Workshop . In this interactive workshop, individuals will: Complete a self-discovery exercise. The workshop is done with the team in person at your office location.

Personalization 110

Personalization Contact Center Coaching Accountability 110

Myra Golden Media

DECEMBER 17, 2018

For more than 20 years, through my workshops, I’ve worked with customer service professionals just like you who struggle with how to say things to customers that they don’t want to hear.

Customer Service 192

Customer Service Personalization Management Call Center 192

Myra Golden Media

SEPTEMBER 8, 2018

This response was so perfect that I share it in many of my chat handling workshops. When I need to reach out to a company, chat is almost always my preferred contact method. It’s usually quick, and I can be doing other things, like replying to email or making a quick call, while I chat.

Best practices 165

Best practices Personalization Accountability Customer Experience 165

Genroe

SEPTEMBER 30, 2015

I have been running customer journey mapping workshops for our clients for many years. In the last few years I’ve noticed, as the popularity of the term “customer journey map” has grown, people has started pinning the term to different things, i.e. people call different types of map, customer journey maps. Of course this makes […]. Customer Journey Mapping

Journey mapping 50

Journey mapping 50

Peter Lavers

MARCH 26, 2015

Conduct a workshop to agree the framework, confirm the prioritised Journeys, and to agree the mapping method & graphical representation that will be used.

Journey mapping 250

Journey mapping Customer Experience Management 250

Myra Golden Media

APRIL 15, 2017

I went and delivered that training and a few days after that work, my client sent me the following reaction via email: Myra delivered two full-day workshops for us, and we could not be more pleased. I’d given that keynote everything.

Education 170

Education Customer Service Personalization Management 170

Myra Golden Media

DECEMBER 13, 2018

I do an exercise in my workshops using a 12-foot pole. 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.

Customer Service 159

Customer Service Customer Experience 159

Myra Golden Media

JANUARY 30, 2019

Since reading Amy Cuddy’s research in her book, Presence , I’ve been doing the Wonder Woman Pose minutes before every speech I give – each workshop, keynote, video shoot, and even webinars.

Management 130

Management Customer Experience 130

Myra Golden Media

DECEMBER 19, 2017

Here’s one of the activities I led in that workshop (in small groups): Discuss: (The person in your group who graduated from high school most recently will lead this discussion.). I’ll never forget the day I saw a fight, literally a fist-fight, between a customer and an employee.

Personalization 137

Personalization Coaching Customer Service Customer Experience 137

TMP Direct

JANUARY 21, 2016

This years Symposium is a series of professional development workshops designed to immerse you in specialized content and provide you withcompetencies that you can immediately apply to your current work environment. TMP Direct will be attending the 2016 SOCAP Symposium in Nashville, TN from April 10-13, 2016.

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40

Beyond Philosophy

JUNE 20, 2016

One client in the UK who wanted to conduct a one day workshop with their senior team. It took them five months to make a decision about which company should run the workshop and by the time they decided the organization had run out of money in the annual budget and so it didn’t take place!

Consulting 310

Consulting Consulting Marketing Personalization 310

Customer Experience Matters

APRIL 26, 2018

We’ve used it in our research and consulting, taught it within some of our workshops, and now we’ve made it even easier for people to use on their own. Do you want to examine experiences through the eyes of your customers?

Consulting 63

Consulting Consulting Customer Experience 63

Myra Golden Media

MARCH 15, 2018

Let’s say that instead of reading this email, you’re a participant in one of my workshops. Psychologists talk about what they call the Communication Chain. The Communication Chain says that when a person puts out a verbal message, they expect a response to that message.

Personalization 159

Personalization Customer Experience 159

Myra Golden Media

NOVEMBER 23, 2018

Minutes before a workshop, I was seated stage-right as my client gave me an impressive introduction to the audience. I haven’t stepped into a Starbucks since two African American men in Philadelphia were arrested for merely being black in Starbucks back in April.

Customer Experience 222

Customer Experience 222

Myra Golden Media

FEBRUARY 12, 2018

In a live De-escalation workshop recently, I had my audience divide up into pairs. When people feel pushed into a corner, they push back. If a customer senses you are defensive, rude, or unhelpful, it is natural for them to push back.

Personalization 157

Personalization Customer Service Customer Experience 157