Experience Investigators by 360Connext

DECEMBER 17, 2014

Bookmark this blog and subscribe to the Crack The Customer Code podcast ! 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 Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Experience Investigators by 360Connext

JUNE 24, 2015

For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results. The 5 Customer Leadership Competencies. Leadership, Accountability and Culture. Plus, she’s funny and snorts when she laughs!).

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

They want to know how to increase loyalty and revenue and all that good stuff. 92% of customers feel a poor service experience decreases their loyalty. 92% of customers feel a poor service experience decreases their loyalty. Justify customer loyalty through excellence – innovate audience interactions. We have been there.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Experience Investigators by 360Connext

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Blog Culture Customer Experience Featured employee engagement leadership linkedin'

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

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.). However, there are conditions.

Banking 286

Banking Loyalty Culture Social Media 286

Experience Investigators by 360Connext

DECEMBER 31, 2014

Join us later this month and then every month this year to discuss everything from customer communications to micromapping to customer experience leadership. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Please enter your email to stay in the loop.

Entertainment 247

Entertainment Leadership Social Media B2B 247

Beyond Philosophy

JULY 12, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Earl Sasser, and Leonard Schlesinger in 1994 in Harvard Business Review, and in a 1997 book by the last three authors, can essentially be explained as follows: It is a theory of business management which links employee satisfaction to customer loyalty and profitability.

Employee Engagement 60

Employee Engagement Connections Engagement Loyalty 60

Experience Investigators by 360Connext

DECEMBER 5, 2014

Our premier episode features the one and only Jackie Huba , author of Monster Loyalty : How Lady Gaga Turns Followers Into Fanatics, who shares amazing insights and gives us a sneak peek into her next area of focus. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

Lumoa

JANUARY 19, 2023

Structures may be more flat and cross-functional, with employees wearing multiple hats and some of them also dedicating only half of their time to customer experience initiatives. Typically, the CXO is a member of the senior leadership team and is responsible for ensuring the customer experience is integrated across the entire company.

Customer Experience 236

Customer Experience Net Promoter Score How To Customer Journeys 236

Experience Investigators by 360Connext

NOVEMBER 3, 2014

If someone in a leadership position cares enough to recognize the truth hurts and might be tricky to address, that company is a winner. They start trusting clients and customers more than their leadership. As a customer, it hurts to be neglected or ignored after investing your own loyalty in a brand you believe in.

How To 271

How To Leadership Social Media Consulting 271

Integrity Solutions

APRIL 28, 2021

What actions can you take to both increase employee engagement and create a customer retention strategy that moves more of your customers from “satisfied” to “loyal”? Customer satisfaction alone does not guarantee customer loyalty. The Relationship Between Customer Loyalty and Employee Engagement.

Customer Retention 90

Customer Retention Strategy Net Promoter Score Employee Engagement 90

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

ShepHyken

MARCH 23, 2018

Better practices that emanate from leadership can prevent or correct such leaks and perhaps turn them into growth opportunities. Employee – mission disconnect. Situation : Your mission statement has become, or always has been, merely words on a wall and not a philosophy embraced by employees. Distrust of leadership.

Communication 81

Communication Leadership Airlines Social Media 81

Service Untitled

SEPTEMBER 8, 2010

Service Untitled The blog about customer service and the customer service experience. With those thoughts in mind, shouldn’t senior management work on motivating factors to help employees maintain their business loyalty and commitment? Leaders can not just assume what factors motivate employees. Well thought.

Employee Engagement 46

Employee Engagement Engagement Customer Satisfaction Loyalty 46

Beyond Philosophy

DECEMBER 5, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” Michael Lowenstein, Ph.D.,

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Experience Investigators by 360Connext

OCTOBER 20, 2014

This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! 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.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). That is what the scope of employee ambassadorship helps to provide. Servant Leadership.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

Brad Cleveland Blog

JANUARY 9, 2020

Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated with employee engagement.

Employee Engagement 26

Employee Engagement Metrics Engagement Customer Satisfaction 26

Brad Cleveland Blog

JANUARY 9, 2020

Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated with employee engagement.

Employee Engagement 26

Employee Engagement Metrics Engagement Course 26

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Customers are being educated about customer experience by providers and fellow customers, and as employees within provider organizations.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Beyond Philosophy

NOVEMBER 3, 2015

These traits inspired loyalty from his team. His wisdom, fierce loyalty, and demanding demeanor shaped me into the leader I am today. If you enjoyed this post, you might be interested in the following blogs: Cracking Employee Engagement Through Leadership. In some ways, you could say he established a cult.

Leadership 60

Leadership Banking Employee Experience Loyalty 60

CX Journey

MARCH 7, 2018

It appeared on their blog on October 18, 2017. Without employees, you have no customer experience. to the left) My response was: “That’s a blog post on its own! There’s a whole alphabet soup of terminology around the various states of the employee relationship with the company, so let me start off by defining a few of them.

Engagement 130

Engagement Employee Engagement Feedback Innovation 130

Experience Investigators by 360Connext

DECEMBER 11, 2014

Loyalty does not mean forever for customers. If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

NICE inContact

MARCH 26, 2019

Customer experience has never been more important in earning brand loyalty — and for your center to improve, you should understand how your organization compares with others. Have low or nonexistent employee engagement, with team members unaware of the customer journey and the role they play in it. Organizations in this stage.

Customer Experience 152

Customer Experience Contact Center Policies System 152

Michelli Experience

MAY 18, 2016

In addition to three topics I typically talk and consult about (customer experience, leadership, and culture), in every setting one word kept coming up – Millennials! Most leaders and frontline workers are trying to determine what it takes to engage Millenials (the group born somewhere between 1980 and 1996).

Competitive Advantage 113

Competitive Advantage How To Employee Engagement Study 113

Brad Cleveland Blog

SEPTEMBER 5, 2019

The impact of employee engagement is incredible. In fact, engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of them according to the Temkin Group, a US firm focused on customer experience. Learn more about the power of employee …

Employee Engagement 22

Employee Engagement Engagement Study Loyalty 22

Experience Investigators by 360Connext

FEBRUARY 5, 2015

In some of the locations, they posted his picture in the aisles and organized on-site protests, demanding his return to leadership. Employees ranging from managers to stock boys firmly declared loyalty to “Arthur T.” Employees feel important when recognized by the big boss.

Customer Engagement 110

Customer Engagement Engagement Strategy Retail 110

Experience Investigators by 360Connext

SEPTEMBER 11, 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. appeared first on Customer Experience Consulting.

Company 231

Company Hotels Social Media Innovation 231

Brad Cleveland Blog

JANUARY 9, 2020

Employee engagement should be a key metric in all service environments. Research shows that employee engagement influences – even drives – customer satisfaction and loyalty. Retention, productivity, and quality are all strongly and positively correlated with employee engagement.

Employee Engagement 20

Employee Engagement Metrics Engagement Course 20

Brad Cleveland Blog

SEPTEMBER 5, 2019

The impact of employee engagement is incredible. In fact, engaged employees are four times more likely than non-engaged employees to go beyond what’s expected of them according to the Temkin Group, a US firm focused on customer experience. Learn more about the power of employee …

Employee Engagement 20

Employee Engagement Engagement Study Loyalty 20

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. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Technology 110

Technology Customer Experience Social Media Trends 110

Experience Investigators by 360Connext

NOVEMBER 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.

B2B 271

B2B B2C Social Media Retail 271

Experience Investigators by 360Connext

MARCH 30, 2015

In case you didn’t know it, the only marketing we’ve ever done here at 360Connext is blogging , speaking and social sharing.) And I may have asked him to marry my blog. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. I’m a believer. But that’s a dream of mine!

Marketing 110

Marketing Social Media Consulting Leadership 110

Experience Investigators by 360Connext

MARCH 4, 2015

What if that is contrary to long-term loyalty? 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 Service 110

Customer Service Airlines Social Media Loyalty 110

Michelli Experience

JULY 25, 2017

In last week’s blog , I highlighted a US decline in social trust (a precipitous drop of 46% points from 1964 to 2016). Neil cites David’s research noting that it demonstrates, “ For every 10% increase in employee engagement levels, a company’s customer service levels go up by 5%, and profits by 2%.”. Key Leadership Behaviors.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

GetFeedback

MAY 9, 2019

What this actually looks like will vary by company, but the goal of CXM is always to increase customer satisfaction, loyalty, and brand advocacy while cutting costs. Purposeful leadership: Leaders within a company need to be aligned on the importance of CX and must agree on the proposed strategy.

Customer Experience 337

Customer Experience Customer Journeys Metrics Effort Score 337

Beyond Philosophy

NOVEMBER 10, 2014

If you enjoyed this post, you might be interested in the following blogs: Paying to Line Jump Customer Service is Wrong. Colin is an international author of four best-selling books and an engaging keynote speaker. That which gets measured (and rewarded) gets done. What do you measure at your organization?

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118