Experience Investigators by 360Connext

AUGUST 31, 2021

What are the Best Customer Feedback Questions to Ask? I talk and write a lot about customer feedback. If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data.

Feedback 380

Feedback Customers Loyalty Resources 380

Experience Investigators by 360Connext

MARCH 23, 2021

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have more expectations with fewer resources. Never dealing with customers.

Customer Experience 271

Customer Experience Contact Center Customer Journeys Metrics 271

Lumoa

MARCH 10, 2022

Using customer feedback in marketing can give you a huge edge on competitors. And if you’re like most businesses, you probably already get a ton of customer feedback. Customer feedback can come at you a hundred different ways. What is Customer Feedback? I’m glad you asked! 

Feedback 236

Feedback Marketing Social Media Effort Score 236

Storyminers

APRIL 12, 2021

What have you found most challenging as a leader of a small or medium enterprise? Since I work primarily in professional services, the hardest thing is knowing what my future clients need. Since I don’t know who they are (yet), it’s always a mystery to understand what they’ll respond to.

Leadership 240

Leadership Course Brands Customer Experience 240

Experience Investigators by 360Connext

JUNE 23, 2020

What Does Employee and Customer Empathy Really Mean, Anyway? What do you think of when you hear the word empathy? How about customer empathy? We know that the best brands in the world create empathy for both employees and customers. Think about your best experiences as a customer.

Exercises 214

Exercises Culture Employee Engagement Customers 214

Beyond Philosophy

DECEMBER 2, 2023

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? So, we have a proposition for you: If you have something you want to say about experiences or technology, statistics, or reports, feel free to share them via video. It took years for it to be what it is today.

Customer Experience 143

Customer Experience Video Consulting System 143

GetFeedback

JANUARY 28, 2020

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. But how do you keep customers from leaving?

Social Media 322

Social Media Customer Retention Strategy Video 322

Experience Investigators by 360Connext

MARCH 3, 2020

Customer journey mapping can be a powerful tool to truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. CX teams spend months on a journey map only to have a beautiful poster on the wall that only tells part of the story. Fix what’s broken.

Customer Journeys 250

Customer Journeys Innovation Touchpoint Customers 250

Bill Quiseng

MARCH 20, 2024

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. Today, I want to tell you my real-life customer experience story. Today, I want to tell you my real-life customer experience story.

Leadership 97

Leadership Hospitality Social Media Interaction 97

ECXO

APRIL 7, 2024

The Majestic Dance between AI and Humans in CX Indeed, in the luminous panorama of business ecosystems, the phrase “customer experience” has emerged as a cardinal point of focus. It is the narrative of a customer’s journey from the moment they hear about your brand until they become advocates for your solutions.

Innovation 111

Innovation Connections Analytics Touchpoint 111

Experience Investigators by 360Connext

JANUARY 2, 2020

See what I did there?). I have total faith in you. This is YOUR year. To start your year off right, here are 20 commitments to make on behalf of your customers and your organization. 20 Customer Experience Commitments for 2020. Advocate for your customers. Know the journey.

Customer Journeys 225

Customer Journeys Contact Center Innovation Culture 225

Experience Investigators by 360Connext

AUGUST 19, 2020

You’ve heard of SMART goals… But what about SMIRC goals? These are the most common definitions, but you’ll often see the initials changed as needed: Sometimes the S may stand for s trategic, the M for m otivating , the A for a ssignable or action-oriented , and so on. What is a SMIRC Goal? Measurable.

Customer Experience 265

Customer Experience Net Promoter Score NPS Effort Score 265

Experience Investigators by 360Connext

AUGUST 22, 2023

Discloser: This article uses affiliate links to LinkedIn Learning Most companies say they want to provide a great experience for their customers. They might even proclaim to put customers first or be customer-centric. your CX foundations. What Is Customer Experience? But it’s worth the effort!

Customer Experience 143

Customer Experience Effort Score Course Feedback 143

Experience Investigators by 360Connext

APRIL 7, 2020

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic.

Customer Centricity 178

Customer Centricity Culture Customer Journeys Customers 178

ShepHyken

NOVEMBER 21, 2023

Now, you might be thinking, “Two minutes. This story has at least two lessons. First, every company should tinker with what’s working by experimenting and looking for better ways to do “what they’ve always done,” even if it’s working. So, you have two choices: Do it the way you’ve always done it.

Airlines 84

Airlines Customer Journeys Groups Customer Service Training 84

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Store these in your CS toolbox to use as needed. “You were never trying to close a sale. .

Customer Service 341

Customer Service e-support Self Service Customers 341

Beyond Philosophy

OCTOBER 21, 2023

A strong believer in brand, Beard is starting a new company and asked us for help getting people to take away what she wants them to about her company’s brand. Beard’s question brings up some interesting concepts regarding brands, their origins, their evolution, and their existence for organizations today.

Brands 78

Brands Strategy Communication Tools 78

Beyond Philosophy

APRIL 18, 2024

Listen to the podcast: Personalization is a key element in doing business today. So, today we are going to look at how you can strike a balance between personalizing your interactions and offerings for customers without freaking them out. This example is likely familiar to you.

Advertising 78

Advertising Conference Technology Brands 78

Experience Investigators by 360Connext

DECEMBER 1, 2020

Are Customer Journey Maps Really Necessary? The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly. The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

Beyond Philosophy

JUNE 25, 2021

What do the European Super League failure, vaccine passports, and businesses trying to dodge taking political sides have in common. They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. The European Super League collapsed in less than a week.

Customer Experience 153

Customer Experience Culture Comparison Airlines 153

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. Can you tell us how you got into CX and why you find the space so interesting? Steve taught me how to design a business to be adaptive to its customers’ needs. 2016 Answer.

Trends 147

Trends Customer Experience Wireless Entertainment 147

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. But what is that cross-functional team supposed to do, exactly? . A Customer Experience Charter can answer that question. A Customer Experience Charter can answer that question. First, Build Your Team.

Effort Score 358

Effort Score Customer Journeys Net Promoter Score Government 358

Seaton CX

OCTOBER 19, 2022

But what a missed opportunity! How often do you get a chance to share your message to everyone at once? If you want to cultivate a customer-centric culture, give people a reason to be interested. How do you give an anti-boring presentation? Stop talking about the story and tell the story.

How To 75

How To Customer Centricity Meeting Culture 75

Beyond Philosophy

JULY 9, 2020

A genuine effort to understand your customers’ emotions is essential to your Customer Experience design. Also, when you can segment based on customers’ behavior and the needs the behavior indicates, you can customize your experience to appeal to each segment.

Groups 162

Groups Customers Consulting Examples 162

Beyond Philosophy

FEBRUARY 22, 2024

Perhaps that is because there is an old-fashioned notion that you have ethics or you don’t. Maybe organizations think, “Well, if your mother didn’t teach you this, then far be it from me to start now.” Knowing what you stand for and where your boundaries are is essential.

Culture 78

Culture Fashion eBook Examples 78

Beyond Philosophy

JULY 23, 2022

We hope you enjoy today’s show. If you do, could you vote for us in the People’s Choice Podcast Award? It doesn’t take long to cast your vote and it would really mean a lot to both Ryan and I. It allows you to offer more options without regard for the shelf space needed in a physical space.

Consulting 97

Consulting Strategy Financial Customer Experience 97

One Millimeter Mindset

JUNE 30, 2020

Stories which, at least your clients know, are generic stories. So you do not have to think about a thing! Just select the next story and tell it to as many clients as you can. The story will hit some client needs and miss some client needs. Just select the next story and move on.

Strategy 120

Strategy Sales Communication Management 120

One Millimeter Mindset

OCTOBER 15, 2018

Current and potential customers can tell us overstated stories. First of all, we are flattered that these customers contacted us. At this point, we accept their overstated stories as completely truthful. We give them the benefit of our having absolutely no doubt about what they tell us.

Roadmap 142

Roadmap Customer Success Leadership Customers 142

Beyond Philosophy

MARCH 28, 2024

Listen to the podcast: “Colin, could you tell me the one thing that we need to do to improve our Customer Experience ?” They don’t say that in so many words, but effectively, that’s what they were asking me to do. What they’re after is a silver bullet. Unfortunately, I always disappoint them.

CRM 78

CRM eBook Hotels Exercises 78

Beyond Philosophy

FEBRUARY 13, 2021

The Five Rules Podcast Series is our attempt at giving you an easy entry point into the complex and messy world of Behavioral Science. Customers buy habitually, and that’s great when their habit is to buy from you. The problem is sometimes they aren’t buying habitually from you, but instead from your competition.

Consulting 180

Consulting Government Measurement Customers 180

Beyond Philosophy

DECEMBER 6, 2018

I decided that for people working in Customer Experience, we needed a way to stay on message, too. So, I am going to share with you some vital statistics about Customer Experience and how they deliver ROI because let’s face it, it’s about the ROI, Stupid. Measuring your results is vital to your success in Customer Experience.

ROI 164

ROI Customer Experience Customers Resources 164

BirdEye

OCTOBER 25, 2023

The easier it is for customers to find you and assess your reputation, the higher your conversion rate will be. This blog post gives you an overview of a panel discussion on mastering online listings for your business. It showcases a business’s accountability and commitment to valuing customer feedback.

Tools 105

Tools Strategy Marketing Trends 105

Beyond Philosophy

DECEMBER 11, 2021

In his industry of branding and packaging fast-moving consumer goods, his clients often tell him to do whatever the competition is doing. However, Fernando knows that while imitation is the highest form of flattery, it’s a less than ideal customer strategy when you want to win customers from the competition.

How To 109

How To Consulting Strategy Financial 109

ThriveableBiz

JANUARY 18, 2023

In this article Eriks Celmins summarises insights to help find opportunities to engage with customers in a recession, based on research and current marketing thinking. What’s our usual reaction to the dreaded recession? Live-for-today: tending younger, who mostly extend their timetables for large purchases.

How To 98

How To Tips Social Media Customer relationships 98

Beyond Philosophy

JANUARY 4, 2022

How do you build a long-term relationship with customers? Tina’s key focus is on Customer Experience and development, and she wants her team to change their transactional approach to customer strategy. So, today, we will talk about convincing people that having a relationship with customers is a good idea.

Customer relationships 89

Customer relationships Net Promoter Score Consulting Culture 89

BirdEye

DECEMBER 8, 2023

We live in a world where one tweet, review, or post can tip the scales for your brand. It’s the heartbeat of your brand, silently yet powerfully shaping how people perceive your business. In the fast-moving online world, keeping up with what people think and say about your brand is a big challenge.

Strategy 116

Strategy Management Social Media Brands 116

Bill Quiseng

MAY 10, 2023

So I encourage you to remind yourself and your colleagues every day about each one of these 25 QUI QUOTES about customers and customer service. FIRST BEST First, be the best to your customers. Then, you will be the first among your competitors. Customer service excellence is not an attitude.

Customer Service 78

Customer Service Social Media Loyalty Customers 78