Blake Morgan

JANUARY 20, 2022

These 30 top blogs cover a wide variety of CX-related topics, from creating a customer-centric culture to refining the contact center or delivering personalized experiences. These blogs are powerful resources to keep you up to date on the ever-changing CX industry. Donna is an author, speaker and customer onboarding strategist.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. Employee engagement is the latest buzz phrase in the industry.

Employee Engagement 60

Employee Engagement Engagement Employee Experience Retail 60

Think Customers

MARCH 31, 2016

As more employees take on multiple responsibilities with little to no pay increases and no growth paths in place, it therefore should be no surprise that employee engagement is at an all-time low. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Employee Engagement 40

Employee Engagement Engagement Customer Engagement Customers 40

Experience Investigators by 360Connext

MARCH 11, 2015

Blogs are at the center of many content strategies. It’s challenging to write frequently around similar topics, but when I’m stuck for blog ideas I’ve found some invaluable resources. I hope these blogging tips will help you, too. One particularly pertinent commenter requested a “part 2″ to a blog.

Tips 110

Tips Social Media Leadership Exercises 110

InMoment XI

NOVEMBER 30, 2023

These tools are essential for understanding how your customers are talking about your brand. Engage with Your Audience: Build strong relationships with your audience through active engagement. Respond to customer feedback, both positive and negative, to show transparency and dedication to customer satisfaction.

Brands 378

Brands Management Multi-Channel Social Media 378

Think Customers

DECEMBER 14, 2015

When the New York Times published an article in August shining a spotlight on Amazon's bizarre company culture, it triggered a barrage of comments and articles about the importance of culture in engendering engagement. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Employee Engagement 40

Employee Engagement Culture Engagement Conference 40

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

NICE inContact

JANUARY 30, 2017

NICE positioned as a Leader and is positioned highest in Ability to Execute and furthest in Completeness of Vision due to significant growth, large market share, and innovation leadership in product development highlights the enterprise as paving the way in the Workforce Engagement Management category.

Engagement 120

Engagement Management Leadership Employee Engagement 120

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Customer Engagement 34

Customer Engagement Engagement Employee Engagement Conference 34

Think Customers

DECEMBER 8, 2015

For organizational leaders who are pondering the steps that can be taken to retain their best talent and keep them excited about their work, they should think a lot more carefully about actions that can be taken to generate a great employee experience. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Employee Engagement 40

Employee Engagement Engagement Comparison Employee Experience 40

Verint

AUGUST 17, 2017

The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement. The results conclusively point to a concentration on employee engagement as an important issue for 2017 and beyond. Watch this space!

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

Experience Investigators by 360Connext

DECEMBER 3, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Innovation 232

Innovation Customer Service Social Media Consulting 232

GetFeedback

MARCH 22, 2019

But before we dig into the two most popular surveys related to job satisfaction, let’s take a look at the current state of employee satisfaction, the benefits of satisfied team members, and the and the influence that job satisfaction has on employee engagement. employees are still unsatisfied with their jobs. In the U.K.,

Survey 186

Survey Employee Engagement Competitive Advantage Measurement 186

Experience Investigators by 360Connext

DECEMBER 17, 2014

There are places in the customer journey you know aren’t working. Bookmark this blog and subscribe to the Crack The Customer Code podcast ! 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Tackle those trickiest touchpoints in 2015. Keep learning!

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Experience Investigators by 360Connext

OCTOBER 6, 2014

How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day! This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. It is part of a broader celebration of Customer Experience Day. .

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 445

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 445

Experience Investigators by 360Connext

NOVEMBER 26, 2014

I recently sent a letter to the CXI® Club listing some things I’m thankful for this year, but I wanted to be sure this part was not exclusive to people on our mailing list: I’m very thankful for you, reading this [letter] and our blogs each week. You can read the rest of the letter here.).

Banking 286

Banking Loyalty Culture Social Media 286

Experience Investigators by 360Connext

OCTOBER 20, 2014

Trying to manage the outcome from humans is vexing, whether they are employees or customers. When we speak of employee engagement and happy workplaces, we often leave out the customer. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Experience Investigators by 360Connext

NOVEMBER 5, 2014

Reading all sorts of books could open your employees up to new possibilities around how to deliver a great customer experience, how to empathize with people in difficult situations, and how to innovate for the next wave of what you deliver. Maybe instead of books you recommend articles or blogs to discuss.

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

Experience Investigators by 360Connext

DECEMBER 5, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

Experience Investigators by 360Connext

OCTOBER 6, 2014

It’s easy to produce a web site or ordering form or blog post without truly considering how it fits into your customer’s world. Being mindful about what will actually work FOR YOUR CUSTOMER and not just what works is where great experience is delivered. Click to Tweet this!). Mindful design matters.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. Companies do marketing, sales and CRM – the customer does the experience! Read the full answers here below.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

SmartKarrot

JULY 27, 2022

A healthy relationship with the customers – is the success mantra for B2B SaaS businesses. Along with a customer-centric approach, businesses should invest in customer engagement activities to build healthy customer relationships. This is where customer engagement managers enter the scene. .

Customer Engagement 10

Customer Engagement Engagement CEM Management 10

Experience Investigators by 360Connext

NOVEMBER 17, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Social Media 282

Social Media Study Consulting Customer Engagement 282

Experience Investigators by 360Connext

NOVEMBER 12, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Brands 259

Brands Hotels Consulting Loyalty Programs 259

ShepHyken

NOVEMBER 30, 2018

Customer-centric organizations do not invest in chatbots for the sake of “keeping up with the Joneses.” They invest to meaningfully improve the customer experience. The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey. It Had Better Be!

Omni-Channel 95

Omni-Channel Self Service Policies Abandon Rate 95

Experience Investigators by 360Connext

DECEMBER 31, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Entertainment 247

Entertainment Leadership Social Media B2B 247

Michelli Experience

MAY 15, 2018

I was asked recently to provide a couple (of what a reader called “See Spot Run”) blogs concerning must-have and must not do elements of a successful customer experience business. DON’T Use CSAT as Your Customer Feedback Tool – Measuring CSAT (short for customer satisfaction) offers a narrow view of your customer’s experience.

Customer Experience 138

Customer Experience Customer Journeys Touchpoint Employee Engagement 138

Experience Investigators by 360Connext

NOVEMBER 6, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Omni-Channel 258

Omni-Channel Trends Retail Ecommerce 258

Experience Investigators by 360Connext

OCTOBER 2, 2014

Empowered and engaged employees translates into lower turnover, better performance and increased profitability. A 1% increase in employee commitment can lead to a monthly increase of 9% in sales, according to IES. ” It is part of a broader celebration of Customer Experience Day. .

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Experience Investigators by 360Connext

DECEMBER 10, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Satisfaction 243

Customer Satisfaction Survey Retail Social Media 243

ShepHyken

MAY 27, 2019

As customers use their smartphones for more and more business, it is incumbent to give customers confidence that they are dealing with safe and secure companies. Ten Best Practices for Boosting Employee Engagement by CXAPP. CXAPP) Building Engagement is About Fostering More Productive, Loyal and Happy Employees.

Customer Journeys 104

Customer Journeys Customer Service Employee Engagement Exercises 104

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Technology 110

Technology Customer Experience Social Media Trends 110

Think Customers

DECEMBER 21, 2014

There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy Data Analytics Employee Engagement 2015customerexperiencetrends customerexperiencehabits'

Employee Engagement 101

Employee Engagement Analytics Loyalty Customer Engagement 101

Experience Investigators by 360Connext

OCTOBER 22, 2014

According to Wikipedia , the definition of a touchpoint is: Touchpoint (also touch point , contact point , point of contact ) is business jargon for any encounter where customers and business engage to exchange information, provide service, or handle transactions. I use online chat to engage. Yes and no, Wikipedia.

Touchpoint 302

Touchpoint Customer Journeys Social Media Consulting 302

Feedbackly

NOVEMBER 17, 2022

Sure enough, the simple question of how likely a customer is willing to recommend the business to others captures many aspects like satisfaction, loyalty, and retention rate. While it is intended to sum up the customer’s perception of the buying journey, it doesn’t provide an accurate overview of the preceding stages.

NPS 98

NPS Net Promoter Score How To Touchpoint 98

Experience Investigators by 360Connext

SEPTEMBER 25, 2014

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Loyalty 272

Loyalty Banking Social Media Consulting 272