Keep Customers Apprised – An easy way to improve the customer experience

Here’s a quick way to make life easier for your customers. Keep them apprised of the next steps in their customer journey. Super Shuttle, a nationwide airport shuttle service, put a smile on my face and removed the risk of stress in my life by merely keeping me apprised.

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As I was gathering my things and heading out of the keynote ballroom, my iPhone buzzed. It was a text from Super Shuttle. They texted to give me my vehicle number and a link for me to track my shuttle. I had a very short window of time to get back to the airport for my flight, and it was rush hour in Austin. This text with tracking information certainly made life easier for me.

Continue reading “Keep Customers Apprised – An easy way to improve the customer experience”

5 Things QVC Does Best in the Customer Experience

I am delivering my Way of Harmony keynote at a conference tomorrow. Rehearsals are complete, I had a fantastic dinner with my client, I just Faced-Timed my husband and kids and now it’s time to prepare my attire for the event.

I almost always deliver keynotes in a little black dress (My closet is literally full of little black dresses of varying simple styles for my keynotes). I got a(nother) pair of new shoes recently and I am in love with these shoes. I got the shoes from QVC.com.

I intend to slay

I know, right? These shoes came from QVC. I’ve worn these shoes one other time and they are comfortable and stylish with the surprise gold heel. Taking out my shoes in preparation for tomorrow’s keynote got me thinking about the QVC customer experience.

Full disclosure. I’m a frequent QVC shopper. And I’m not alone. QVC is the world’s largest online retailer, generating $8.8b in annual revenue in 2014. Not only am I QVC customer, I’m a fan. I’m a fan of their fantastic and profitable customer experience. Speaking from my experience as a long-time customer of QVC, I’d like to talk to you about 5 things you can learn about the customer experience from QVC.

My intent with this discussion is to inspire you, my friend, to take a look at your own customer experience and look for ways you can adopt and adapt ideas I’ll share with your own customer experience so you can make your experience fantastic…and profitable.

  1. Easy

That was easy

QVC has mastered easy, particularly when it comes to returns. QVC customers have 30 days to return or exchange any item. All orders arrive with a pre-paid shipping label. The return policy is no questions asked. The easy, no-questions-asked return policy allows customers to shop with complete confidence and complete ease.

2. Accessible

QVC is brilliant when it comes to creating a customer experience that meets their many demographics of customers. The company offers fast, live-person customer service over the telephone 24/7, which is very appealing to Baby Boomer and Veteran generation customers. Placing orders on the company’s website and smartphone app works very well for Millennial and Generation X customers.

3. Enjoyable

Many of the QVC hosts engage and interact with customers over social media. This engagement allows customers to feel more connected with hosts and it enhances the overall customer experience.

4. Emotion

QVC, which stands for quality, value, and convenience, truly delivers their namesake. Customers get high-quality merchandise, from diamonds to shoes to gourmet food. Many products feature exceptional value pricing plus interest-free installment payments – value. Shopping from home or on the go by phone, web or app is certainly convenient.

Delivering a customer experience of quality, value and convenience leave customers feeling impressed with themselves; feeling like they’ve made smart choices. When a company can effectively introduce emotion into the customer experience, they have mastered the customer experience.

5. Friendly

I once chatted with a QVC Customer Service Representative about the status of a product return. I simply wanted to confirm that my return was received, but I walked away from the chat session with a Beyond WOW reaction. The WOW started with this message from the Representative:

“Ms. Golden, I’m so sorry the Canon Vixia HV30 MiniDV HD Camcorder hasn’t been processed as of yet.  I know you’re anxious to have this completed.  The return processing time can take up to 17 days from the date an order is returned to QVC.  I hope your item is processed soon.”

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This chat experience was personalized, friendly and fast. I was beyond impressed.

Your Takeaway

Make your customer experience easy, accessible, enjoyable and find ways to leave customers feeling impressed with themselves. When you do, you’ll be well on track to consistently delivering fantastic customer experiences. Good luck!

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What It’s Like to Attend a Myra Golden Keynote –> DFW Airport Women’s Conference (WIN) 2016

I loved speaking at the 2016 DFW Airport Women’s Initiative Network (WIN) Conference. We had more than 600 beautiful, talented and driven women in attendance. I truly enjoyed working with the executives at DFW Airport to design this special keynote to focus on taking the customer experience to the next level.

Keynote

After my keynote, the ladies blessed me with hugs, invitations to be in selfies, conversations, smiles and promises to stay in touch. I felt so welcome, so apart of this network of strong professional women. Continue reading “What It’s Like to Attend a Myra Golden Keynote –> DFW Airport Women’s Conference (WIN) 2016”

In rehearsal for this week’s keynote

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In rehearsal for this week’s Women’s Conference for the women of DFW Airport. They are going to LOVE this keynote!

Rehersal

And I am loving this hotel. The Hyatt Regency DFW had these healthy and sweet treats waiting for me when I arrived. This is just what I need!

Treats

What a nice touch to include a glass and complimentary bottled water.

Water

What It Means to Be Out of Harmony with Customers. A Lesson From Carl’s Jr.

 

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No, this is not a Carl’s Jr. veggie burger. Not even close. This is what a Veggie Burger Should Look Like.

My family decided on Carl’s Jr. for lunch. Fast food was the last thing I wanted, but I wanted to go with the flow with my kids. I quickly pulled up the Carl’s Jr menu on my iPhone and to my surprise and delight they have a veggie burger (I’m a vegetarian who eats vegan 99% of the time).

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On the website the Carl’s Jr. veggie burger looks delicious and they describe it this way:

Veg It.® – Guacamole Thickburger®

Feast on guacamole, Pepper Jack cheese and fresh fixings, all on a toasted sesame seed bun. The meat goes, but the flavor stays.

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This is perfect for me. I’ll simply hold the cheese and enjoy this flavorful veggie burger.

I’m the first to order. I order the Veg It, and please hold the cheese. The lady behind the counter says, “We don’t have any veggie burgers of any kind.” I tell her about the Veg It burger from the website. Again, she says they don’t have veggie burgers.

Ok, so I ask if they can make a veggie burger based on what I read on the website. I explain that the Carl’s Jr. Veg It has guacamole, lettuce, tomato, onion and comes on a sesame seed bun. She sighs, looks like I am personally putting her out and takes my order. I’m delighted that I could at least request what I wanted and after my kids order, we take a seat and wait for our food.

To my chagrin, this is what I got. I open a burger container to see two large leaves of iceberg lettuce, a single tomato slice, and red onions that are less than fresh. On the side there is a plastic cup with guacamole. No bun is included, mind you.

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This is what they are calling the veggie burger. Wow. Um, wow. My neighbor’s rabbit would be disappointed in this meal. I was speechless. Actually, curse words ran through my mind. Were they really serious? I should have taken a picture of this thrown together mess. Instead, I closed up the carton and pushed it away.

I deliver a keynote I call “The Way of Harmony.” It’s about aligning an organization’s processes, people and products (or service) with the needs of customers.  When an organization is in harmony, the customer gets a delightful and memorable experience. When it’s out of harmony, customers are left disappointed and are at risk for defection and spreading negative word-of-mouth advertising.

Carl’s Jr. was out of harmony. The website listed a veggie burger, described it in a way that pleased my palate and even showed an image of a lush guacamole burger on the website. Yet, the store in Italy, Texas either had no idea that the company advertised the Veg It burger or didn’t care to make the burger.

Being out of harmony creates a frustrating negative experience for customers. It gets customers talking to their friends and family about the let down. It motivates people to tweet rants. It reduces the chances of customers coming back. Certainly, I’ll never return, not even for my kids.

Here’s a tip for any business that has a website, and that should be EVERY business. Make sure your actual product and service offerings are in harmony with what you advertise. When your advertisement is out of alignment with your actual offerings and experience, you confuse customers and send them running….to the competition.

How to Solve the Biggest Problems with Coaching Employees

Espresso for Writing

 

I’m sitting in my office sipping bold Ethiopian espresso, my favorite, and doing a run-through for this week’s big training event. The big event? We’re calling it:

“How to Solve the Biggest Problems with Coaching Employees.”

If you’re a Member of my Full Access program or you registered for this event, your handouts were sent to you last night, so be sure to check your email for the packet.

It’s a fact. Most managers don’t give employees the constructive feedback they need in order to develop and grow. Some managers shy away from conflict. Perhaps they hope the problem will correct itself.

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Many fear getting a difficult to handle response from the employee. We never want to admit it, but some managers want to be “friends” with their employees and this “friendship” keeps them from the giving the constructive feedback their employees need. And then there are those who just wait until the annual performance review to lay it all on the employee.

Why are managers so ineffective when it comes to giving constructive feedback?

It’s simple really. Managers never learned exactly how to assertively address unacceptable performance. And let’s face it; giving constructive feedback about a person’s performance can be a little intimidating.

Join me for a 60-minute discussion on Wednesday, February 10th at 1:05pm ET where I’ll share:

  • 4 Pain points of coaching agents and how to handle them.
  • The Manager-Tested-and-Proven 6-Step Strategy for Addressing Unacceptable Employee Performance that Myra has taught managers in Fortune 100 companies, contact centers, government agencies, school systems, a spa and a plumbing company.
  • How to avoid sounding critical and nitpicky, yet still get your point across.
  • 3 Keys for coaching underperforming employees.
  • Special take-away packet: A powerful 9-step coaching strategy for coaching calls in contact centers. +++ Get a sneak peak at Zappos monitoring form.
  • How to get employees to take ownership for performance improvement using a super-simple 4-step Coaching Through Questioning technique.
  • 3 Techniques everyone who coaches contact center agents should be using.
  • Myra’s KFD principle for how to fully prepare for constructive feedback discussions with employees. Using this principle, you’ll be prepared and confident!
  • A 2-minute exercise that you can do at your desk that will instantly boost your confidence by boosting your testosterone levels (this works for women too) and lower your cortisol (stress hormone). Do this quick exercise right before having high-stakes conversations and you’ll have the confidence of Olivia Pope.

Sneak Peak at what we’ll cover in “How to Solve the Biggest Problems with Coaching Employees.”

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After our discussion I will give you:

  • Full webinar digital recording
  • Unlimited viewing within your organization with no expiration
  • Rights to download and save webinar video
  • Rights to incorporate webinar within your Learning Management System (LMS)

How to Solve the Biggest Problems with Coaching Agents

February 10th, 1:05pm – 2:05pm ET     $299 per organization

Register now