Experience Investigators by 360Connext

APRIL 2, 2024

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression — and you want it to be a good one! Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. But, what exactly is a touchpoint?

Touchpoint 137

Touchpoint Customer Journeys Customer Experience Social Media 137

InMoment XI

AUGUST 23, 2023

Customer experience transformation is the key to staying ahead of your competitors and connecting with your customers. What is Customer Experience Transformation? Customer experience transformation goes beyond cosmetic changes and surface-level improvements.

Customer Experience 260

Customer Experience Omni-Channel Employee Engagement Innovation 260

Retently

OCTOBER 26, 2023

One of the biggest benefits of Net Promoter Score® is that it gives you timely, relevant customer feedback when you need it most. With this feedback, you can make changes and improvements to your product or service. But when does feedback start to lose its relevance?

Net Promoter Score 148

Net Promoter Score NPS Feedback Survey 148

Experience Investigators by 360Connext

OCTOBER 19, 2021

What are Micromoments? In any customer journey, there are countless small efforts. These include efforts from the company serving the customer and effort from the customer themself. . After all, the customer journey is really the journey of a relationship. The customer has to seek out the brand somehow.

B2C 346

B2C B2B Customer Journeys Brands 346

Lumoa

MARCH 6, 2023

Every company wants to know what its customers think of its product- but few think of simply asking them directly. Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Final Thoughts Why is Customer Conversational Analytics Important?

Analytics 208

Analytics How To Analysis Feedback 208

Lumoa

MARCH 6, 2023

Every company wants to know what its customers think of its product- but few think of simply asking them directly. Conversations with customers are the ideal way to get valuable insight and feedback into an organization’s performance. Final Thoughts Why are Customer Conversations Important?

How To 208

How To Analysis Feedback Innovation 208

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. Customers have multiple options at their disposal.

Social Media 322

Social Media Customer Retention Strategy Video 322

Uniphore

JUNE 22, 2021

You listen to your customers on social media. Do you listen to your customer service employees? We did…You’d be amazed at what we found, or will you? Nobody was listening when these call center agents were ranting about their everyday challenges. Well, at least, we tried.

Call Center 219

Call Center Self Service Social Media Contact Center 219

ShepHyken

APRIL 11, 2023

The server came over, introduced herself, and said, “I’ll be taking care of you.” Was it this server’s job to simply take our orders and let others do the work? I liked what I was seeing. The employees recognized that customer service is a team sport. The first is to do the job they were hired to do.

Sports 136

Sports Customer Service Customer Service Training Customers 136

Customer Bliss

SEPTEMBER 28, 2017

As I’ve been doing more episodes of my customer experience podcast , I’m increasingly hearing more stories about omni-channel collaboration and experiences. What’s the topic? It’s tied to the same kind of trends that you see in e-commerce front-end marketing. What do we do now?

Omni-Channel 250

Omni-Channel Competitive Advantage Retail Conference 250

Beyond Philosophy

FEBRUARY 22, 2024

Before we get into them, I find it interesting how little training organizations do on the topic. 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.”

Culture 78

Culture Fashion eBook Examples 78

BirdEye

OCTOBER 3, 2023

What do you do when someone leaves a negative review of your business online? Ignore it and hope it goes away? However, according to customer experience expert Jay Baer, these reactions will only backfire. Baer highlighted startling data on just how rarely people actually speak up when dissatisfied.

Customer Experience 105

Customer Experience Social Media Feedback Loyalty 105

Experience Investigators by 360Connext

MARCH 28, 2018

As an employer, you need to provide oodles of feedback to employees to ensure they know what they’re doing, what they’re supposed to be doing, what they’re doing well and what they could be doing better. Your customer communication is self-serving or nonexistent.

Feedback 259

Feedback Social Media Communication Policies 259

Beyond Philosophy

JANUARY 25, 2024

You might recall how I like to say, “None of us are as clever as all of us.” So, we asked you, our readers to submit your thoughts, ideas, reactions, lists, or whatever else you have to offer, that we can then discuss. Justin shared how sports can teach us a lot about how to improve your Customer Experience.

Sports 78

Sports Customer Experience Customer Centricity Conference 78

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it? The Three Areas of ROI.

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Experience Investigators by 360Connext

SEPTEMBER 22, 2020

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever. Culture is a funny word.

Culture 251

Culture Company Lifetime Customer Customer Centricity 251

Blake Morgan

DECEMBER 27, 2022

Gaslighting is common in the customer experience when brands try to convince their customers of a different truth or ignore their problems. The opposite of gaslighting is taking ownership, listening to customers, and building trust. But are brands also gaslighting their customers?

Contact Center 119

Contact Center Brands Customers Feedback 119

Bill Quiseng

JANUARY 25, 2023

In retail customer service, your people are NOT your most important assets. Ultimately, success in retail customer service is all about interpersonal skills. Ultimately, success in retail customer service is all about interpersonal skills. The other 288 have ignored them and they are OK with that! The right people are.”

Customer Service 103

Customer Service Retail Banking Interaction 103

Comm100

SEPTEMBER 13, 2021

However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. With the benefits made clear for all to see, and customer expectations risen, customer service operations can no longer afford to ignore digital transformation.

Customer Service 216

Customer Service Omni-Channel Social Media Connections 216

ReviewTrackers

JULY 28, 2021

That’s one of the biggest obstacles to doing social media marketing for insurance. So how do you get to the point where your insurance brand or agency is able to inspire trust among customers? Here are some dos and don’ts to help you craft a winning strategy for insurance social media marketing.

Social Media 175

Social Media Insurance Marketing Tips 175

Seaton CX

NOVEMBER 1, 2022

You’ve read a ton of blogs, articles, emails, and corporate-y research reports since you first googled customer experience management back in 1873. You attended all those free webinars in the early days of the pandemic, before we all got so sick of Zoom meetings we wanted to claw our own eyes out. Think about it.

Engagement 86

Engagement Average Handle Time ROI Return on Investment 86

Beyond Philosophy

SEPTEMBER 23, 2023

This self-awareness is key, especially when we realize that our behavior closely resembles the behavior of two grouchy Muppets heckling Kermit and Fozzie from the balcony. Moreover, not everyone will agree with the things that we think restaurants do wrong. What drives us mad could be the very thing you love most.

Customer Experience 78

Customer Experience Training Interaction Management 78

ShepHyken

OCTOBER 12, 2022

Social customer care may not be the most popular channel to deal with customer issues for most businesses, but that doesn’t mean it’s not important. More and more customers are turning to social media to get help. When a company tells me they don’t want to participate in social media customer care, I ask why.

Social Media 158

Social Media Customer Service Customer Care Customer Service Training 158

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. Some of the research told us what we expected to hear, but some of the revelations might surprise you. You All Want Growth.

Trends 192

Trends Net Promoter Score Effort Score ROI 192

Beyond Philosophy

OCTOBER 2, 2017

The Three Trends You Can’t Ignore in CX Today. As a Customer Experience professional, understanding three trends today is imperative. Without accepting these tenets, you are thwarting your success before you even begin. What are these 3 remarkable trends with so much power and clout? .

Customer Experience Professionals 229

Customer Experience Professionals Trends Customer Experience Rewards Programs 229

Beyond Philosophy

JUNE 1, 2023

Organizations don’t think enough about the context in which a customer enters the experience. Most believe that every customer is the same. However, understanding the context in which your customer has your experience is critical to your customer strategy. It was a mistake to ignore the context.

Call Center 78

Call Center Retail Course Customer Experience 78

Beyond Philosophy

AUGUST 5, 2023

Unfortunately, when we do get the feedback, we discover that we weren’t quite so great as we thought we were. However, the customer surveys do not paint delivery with that brush at all. The internal organization has one perception of performance, the customers have another. Do you have a business pickle, too?

Customer Experience 78

Customer Experience Feedback Customers Survey 78

Bill Quiseng

JANUARY 26, 2023

After a while, the teller got to know who we were, where we worked, what we did there, and regularly asked how work and our company were doing. How bad has customer service gotten when we never see an attendant and actually pump our own gas for more than four dollars per gallon? The right people are.”

Hospitality 88

Hospitality Tourism Travel Banking 88

Seaton CX

JANUARY 18, 2023

Because it’s January, and mobsters are more interesting than the annual performance reviews hanging over your head like a cartoon anvil, ready to crush you with 10,000 lbs of monotony. Leo : You do anything to help your friends, and anything to kick your enemies. You do things for a reason. So, mobsters!

Analysis 83

Analysis Sports Hospitality Travel 83

ChurnZero

NOVEMBER 9, 2021

6 Tips to Improve Customer Onboarding. The proper upkeep and continual improvement of a customer onboarding process are essential to maintain its value over time. When you’re ready to improve customer onboarding , then follow our six tips to enhance the most influential phase of your customer’s journey.

Tips 98

Tips eBook Customer Retention Feedback 98

Beyond Philosophy

JUNE 16, 2022

As you might know, my podcast does an “I’m in a Pickle” feature where business people send in their business problems with customer strategy for our consult. I wanted to share this one with all of you because I realize many of you might have the same pickle. So, what can we do now?”

Voice of Customer 78

Voice of Customer Customer Centricity Culture Consulting 78

Beyond Philosophy

MARCH 30, 2023

A sure way to fail in your efforts to reach your target customers is not to understand how things work where they are. If you don’t know about what is important to your prospects and what they value, you are sure to fail. Rule #2: Ignore customer feedback. Frankly, I like that one.

Sports 78

Sports Hotels Feedback Brands 78

ShepHyken

JULY 13, 2022

For a company that provides a great customer experience, reviews can add credibility and bring in more business. But what if you don’t have the type of business that gets Yelp or Google reviews? But what if you don’t have the type of business that gets Yelp or Google reviews? You are not immune from bad reviews.

Feedback 125

Feedback Customer Service Training Industry Customer Experience 125

Thematic

DECEMBER 18, 2023

Can they use it as a tool to quickly analyze data sets, such as survey responses and customer feedback? We talked about how to use ChatGPT to analyze a dataset of feedback comments, how it can help and what to watch out for. With easy access to OpenAI's ChatGPT product, organizations are exploring its abilities. ChatGPT3.5

Feedback 62

Feedback Analysis Report Data 62

Thematic

DECEMBER 18, 2023

Can they use it as a tool to quickly analyze data sets, such as survey responses and customer feedback? We talked about how to use ChatGPT to analyze a dataset of feedback comments, how it can help and what to watch out for. With easy access to OpenAI's ChatGPT product, organizations are exploring its abilities. ChatGPT3.5

Feedback 62

Feedback Analysis Report Data 62

Beyond Philosophy

SEPTEMBER 1, 2022

We’ve all had experiences where we can anticipate what’s coming. But you knew that already, didn’t you? Some proponents of intuition suggest that we should rely on our intuition more, that our guts are very wise, and that our lizard brain is very well attuned to what’s happening. What is Intuition?

System 148

System Analytics Video Connections 148

Beyond Philosophy

JUNE 27, 2019

Think about the last time you shopped online but decided not to buy. Were you just browsing, or was there something about the user experience that made you hesitate? Or maybe you got an uneasy feeling when the site wanted to access your Facebook account. It was driven by emotional and psychological factors.

Net Promoter Score 138

Net Promoter Score Hospitality Airlines Loyalty 138