Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is key to your success. So how do you run better CX meetings? How Can We Prioritize CX efforts?

Meeting 364

Meeting Customer Experience How To Net Promoter Score 364

Lumoa

NOVEMBER 7, 2022

And just like these new phrases have become commonplace now, new customer experience trends are popping up as well. Not only has the world changed, but technology has improved, and companies have been finding new ways to provide customers with a great experience. I’ve been self-isolating” would be equally unusual.

Trends 208

Trends Customer Experience Competitive Advantage Customer Insights 208

CloudCherry

JULY 23, 2019

In our last post, we discussed three common pitfalls companies encounter in their customer journey marketing (CJM) initiatives: little support from the C-suite, a short-sided view of the end goal, and limited customer perspective. How do you avoid the traps that derail other CJM programs? How do you address these pain points?

Customer Journeys 236

Customer Journeys Net Promoter Score Effort Score Exercises 236

Experience Investigators by 360Connext

MARCH 30, 2021

” In the nine years since, I’ve placed these at the core of the mission of Experience Investigators, and coined the term micromoments to better describe them. They affect how we perceive people, brands, products and experiences. They affect how we perceive people, brands, products and experiences.

Customer Journeys 251

Customer Journeys Examples Brands Interaction 251

Experience Investigators by 360Connext

JULY 26, 2022

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. The more we treat CX as a team sport, the more likely it is for us to achieve meaningful outcomes for both our customers and our organizations. Challenge #1.

Customer Journeys 143

Customer Journeys Sports ROI Return on Investment 143

Experience Investigators by 360Connext

NOVEMBER 26, 2019

Customer Experience Leaders Have a Global Customer Focus. Even after over a decade of helping small and large businesses alike, I still meet leaders who believe that Customer Experience is just about so much call-center scripts or proper protocol around customer complaints. Share the best stuff!

Customer Focused 208

Customer Focused Customer Centricity Call Center Communication 208

GetFeedback

OCTOBER 14, 2019

The phrase Customer Experience (CX) didn’t become en vogue until 2008 when it surpassed Customer Satisfaction as the primary customer-focused keyword. . Rather than just satisfaction , customer experience refers to the whole ecosystem of the customer journey. Data accessibility.

Customer Experience 220

Customer Experience How To Knowledge Base Metrics 220

BlueOcean

JUNE 10, 2021

Our social lives have shifted, our work environments have changed, and how we spend our money is also quite different. Today we look at how this last consideration applies to the way companies are investing in customer care. Read on to discover our perspective and insights. Read on to discover our perspective and insights.

Customer Care 156

Customer Care Contact Center Omni-Channel Resources 156

Feedbackly

JANUARY 27, 2023

Customer Experience (CX) is important for your brand’s growth, and it’s only gaining more momentum every year. They help you measure and improve different aspects of CX, like customer satisfaction, loyalty, and happiness! Here are the top 4 CX KPIs to prioritize in your customer experience management program.

Customer Experience 98

Customer Experience Effort Score Net Promoter Score NPS 98

Comm100

SEPTEMBER 15, 2022

Today’s customers now expect to connect with brands from anywhere, anytime, on any device. To keep up and provide this level of customer experience, brands need to give their customers choice and convenience. for weak omnichannel performers Decreased cost per customer contact by 7.5%, compared to 0.2%

Omni-Channel 130

Omni-Channel Customer Service Social Media Chatbots 130

Beyond Philosophy

APRIL 21, 2021

How to Build UNBREAKABLE Relationships With Your Customers. They get stuck and lose momentum and the ability to respond to changes in the market. Over time that can result in a loss of relevancy to their customers and an inability to keep their customers. Key Ideas to Improve your Customer Experience.

How To 78

How To Consulting Exercises Brands 78

customer sure

SEPTEMBER 11, 2023

“How can we get more customer feedback survey responses?” Let’s face it — everyone running a Voice of the Customer program wants to increase their response rates. There are various things you can do to get customers to click on your surveys, but what about survey abandonment? It’s way too long. Take them out.

Survey 62

Survey Abandon Rate Effort Score Feedback 62

Integrity Solutions

APRIL 8, 2024

These interventions typically emphasize sales tactics, activities and other techniques for hunkering down and finding new strategies of outreach to help the rep regain momentum. Just think about how often people know intellectually what they need to do to get the results they want and yet still don’t do it.

Sales 73

Sales Training Financial Travel 73

Experience Investigators by 360Connext

APRIL 21, 2020

Customer Experience is Multifaceted. Customer experience is the culmination of so many things. It’s about the end-to-end journey your customers has with your brand, built on every interaction and emotion along the way. Plus, learning opportunities keep your employees engaged and happier.

Course 143

Course Training Feedback Connections 143

Customer Bliss

SEPTEMBER 26, 2017

Sandy Miranda explains her three rules for how to elevate from your existing role to a CCO Role in your organization. Sandy tells of her deliberate path from Customer Care Manager to CCO and how she took actions to earn the role and ensure she could be successful in it. Episode Overview. About Sandy.

Chief Customer Officer 0

Chief Customer Officer Customer Journeys How To Leadership 0

Kristina Evey

JANUARY 15, 2019

Episode 34 Shownotes: Understand Customer Experience First to Disrupt for CX Changes. CEO’s, C-Suite and Leadership Teams seem to understand … Read More Episode 34 – Understand Customer Experience First to Disrupt for CX Changes. We keep doing the things that have always worked for us in the past.

Customer Experience 149

Customer Experience Chief Customer Officer Leadership Consulting 149

Comm100

SEPTEMBER 10, 2020

Email is a foundational pillar of customer support. And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all!

Omni-Channel 130

Omni-Channel Social Media System Report 130

Comm100

SEPTEMBER 10, 2020

Email is a foundational pillar of customer support. And yet, although companies have had a long time to perfect their email customer communications, many still fumble when it comes to this support channel. According to a benchmark report by SuperOffice, 62% of companies do not respond to customer service emails at all!

Omni-Channel 130

Omni-Channel Social Media System Report 130

Alida

APRIL 27, 2018

Last week, 120 experience leaders in innovation, insights, customer operations and digital transformation gathered for the Chief Customer Officer Summit at the Park Hyatt Melbourne to discuss the state of customer experience (CX). It’s how you show up. Practice mindful leadership. “Leadership matters.

Chief Customer Officer 133

Chief Customer Officer Customer Experience Leadership Innovation 133

Customer Bliss

MAY 23, 2019

Now it’s been a little under two years, and I still feel the same way,” says Aurelia Pollet , the Vice President of Customer Experience at Exemplis. Exemplis is a B2B2C, which makes custom chairs and lounges for offices. . Commit to Developing Your Company’s Culture. Understand the People and Process.

Culture 216

Culture Company Customer Journeys CRM 216

AskNicely

NOVEMBER 7, 2018

Positive word-of-mouth, customers and clients who advocate for your products and services, customers who stay for life and tell everyone they know about your company — this is what all businesses strive to achieve. In fact, we all want the magic bullet that drives the customer advocacy growth flywheel.

Feedback 150

Feedback Net Promoter Score Lifetime Customer NPS 150

Integrity Solutions

APRIL 8, 2024

These interventions typically emphasize sales tactics, activities and other techniques for hunkering down and finding new strategies of outreach to help the rep regain momentum. Just think about how often people know intellectually what they need to do to get the results they want and yet still don’t do it.

Sales 64

Sales Training Financial Travel 64

GetFeedback

MAY 4, 2018

The more we automate business processes, the more we lose sight of our customers. Though technology has undoubtedly made our jobs easier and improved the overall customer experience , it’s also distanced us from the people we serve. Luckily, reconnecting with customers isn’t all that hard.

Strategy 170

Strategy How To Net Promoter Score Customer Centricity 170

ClearAction

FEBRUARY 4, 2020

Growth Through Customer Experience Momentum Lynn Hunsaker. Customer experience momentum foreshadows growth. As customers are the source of budgets, salaries and dividends, their predisposition toward your brand is a precursor to progress in profits and top-line proceeds.

Customer Experience 62

Customer Experience Metrics Analysis Insurance 62

Experience Investigators by 360Connext

OCTOBER 29, 2019

Customer journey mapping can be a powerful tool to help you truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. And yet, 86% of senior-level marketers believe it’s very important to create a cohesive customer journey. via Wikipedia.

Customer Journeys 137

Customer Journeys Innovation Touchpoint Tools 137

BirdEye

MARCH 29, 2024

So, if you want to compete with your peers, it is vital to explore all formats and that includes Instagram stories. The short, engaging snippet you share on your Instagram stories can help you connect with your audience like never before. Table of contents How to post a story on Instagram? We’ve got you covered.

Social Media 109

Social Media Video Guidelines Feedback 109

Feedbackly

MARCH 16, 2023

Over the years, we have helped clients from different sectors create killer CXM programs and get on board with their customer expectations. If your brand wants to realize its true potential in shining out among a sea of competitors, customer experience is the way to go. Our platform will help you attract new customers.

Software 52

Software Feedback Customer Journeys Multi-Channel 52

Customer Bliss

OCTOBER 23, 2019

In my Daily Dose video series, I explore the topics that chief customer officers must grapple with on a daily basis. Today, I want to talk to you about something that continuously comes up in my podcast conversations , as well as something I recognized when I was a Chief Customer Officer. Click To Tweet.

ROI 120

ROI Chief Customer Officer Financial Video 120

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

CX Accelerator

JANUARY 16, 2020

A customer-centric culture is the “make or break” component of any customer experience initiative. We discussed all kinds of ways to begin working toward an enhanced culture, or (if you’re lucky enough to have the beginnings of it in your organization already) how to accelerate the positive momentum you’ve already garnered.

Customer Centricity 182

Customer Centricity Culture Handbook Groups 182

Integrity Solutions

NOVEMBER 23, 2020

A customer-centric strategy is about more than just a values statement or a directive to the team. Are your customers truly at the center of your business universe? A customer-centric culture is one that is relentlessly focused on putting what’s best for the customer at the core of everything you do.

Customer Centricity 127

Customer Centricity Strategy Culture Customers 127

Education Services Group

FEBRUARY 26, 2023

Customer Success leaders have a lot in common with rockstars. We aim to deliver the absolute best experiences imaginable. customers). It involves informing and educating people across your organization about your vision for Customer Success and what it can do for the business. And we both go on tour.

Customer Success 97

Customer Success Leadership Exercises Meeting 97

Strativity

MARCH 7, 2023

Accomplishing this requires an understanding of three areas: How AI is positioned to disrupt your brand, category, and customers; What emergent needs are revealing themselves in light of this technological development; and What your organization’s capacity is to respond, now and as the future of ChatGPT continues to evolve.

Brands 98

Brands Analytics Consumers Technology 98

SurveySensum

JANUARY 25, 2024

Their kind words about how much they liked our services got me thinking – could their happiness translate into more opportunities for me? We all know how powerful it is when someone spreads word-of-mouth about something. We all know how powerful it is when someone spreads word-of-mouth about something. But how can you do that?

How To 52

How To NPS Tips Insurance 52

ClearAction

DECEMBER 30, 2017

How to Solve Customer Experience Silos Lynn Hunsaker. Customer experience silos are kryptonite, weakening your super-friendly staff, touch-points and designs. Smooth customer experiences require silo-solving across the customer journey. How to Solve Customer Experience Silos.

Omni-Channel 118

Omni-Channel Customer Experience How To Customer Centricity 118

Doing CX Right

SEPTEMBER 13, 2020

What makes customers and employees loyal to brands? How brands make people feel directly impacts short and long-term success. Creating a customer-centric culture does not happen automatically or overnight. They must motivate employees and hold them accountable to put customers first. Gamify experiences.

Social Media 72

Social Media Culture Customer Journeys Customer Centricity 72

Experience Investigators by 360Connext

MARCH 31, 2020

And right now your customers are looking to you for exactly how they can get through this, too. Your customer experience team is looking to you, also. Your leadership is required in new ways. Help your team members understand what they can do that is mission-critical right now. Click To Tweet.

Customer Experience 162

Customer Experience Video Communication Resources 162