Experience Investigators by 360Connext

MARCH 30, 2021

Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as “micro-interactions.” What happens if you don’t pay attention to the details of the experiences customers are having with your brand? I could’ve become a customer and even an advocate.

Customer Journeys 251

Customer Journeys Examples Brands Interaction 251

Beyond Philosophy

NOVEMBER 11, 2014

In an article about habits for the New York Times in 2012, he writes, “ Over the past two decades, the science of habit formation has become a major field of research in neurology and psychology departments at hundreds of major medical centers and universities, as well as inside extremely well financed corporate labs.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Beyond Philosophy

MAY 20, 2015

Sometimes it is differentiating, and offers consumers definite benefits – such as practiced by companies like Zappos, Wegmans, Ritz Carlton, Rackspace, Southwest Airlines, Trader Joe’s, Amazon, Baptist Health Care, and Zane’s Cycles – and sometimes it is just one of multiple factors which contribute to customer loyalty or disloyalty behavior.

Consumers 60

Consumers Self Service Study Retail 60

OpinionLab

MARCH 8, 2016

Empowering your consumers is the key to improved customer experience. If you look at the truly successful companies, the ones that emerge are the ones that concentrate on enabling their customers to engage with them – so that they can partner with them to build their brand. So how do you find out what your customers want?

Consumers 96

Consumers Advertising Banking Survey 96

ProProfs Chat

MAY 6, 2020

Did you know that 67% of people worldwide believe that customer service as a whole is improving? One of the top reasons why customers have higher expectations from their preferred brands to offer the best service experience! This definitely gives you the motivation to focus more on creating a delightful experience for your customers.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

ClearAction

JANUARY 12, 2022

Customer-centered management is straightforward business sense,” declared the first article 1 in this six-part CEO’s Guide to Growth series. Modern corporate governance replaces shareholder primacy with balanced attention among five vital stakeholders: customers, employees, suppliers, communities and shareholders.

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

Think Customers

AUGUST 8, 2016

According to Nielsen, the broadcast was down 35 percent from the 2012 London Opening ceremonies. Saturday was the best day ever for NBC Olympics digital platforms, with 155 million livestreaming minutes (up 263 percent from the comparable day in 2012) and 11.3 The opening ceremonies this year drew 25.5 million viewers.

Customer Engagement 40

Customer Engagement Loyalty Engagement Strategy 40

ECXO

AUGUST 2, 2023

How to Create an Amazing Customer Experience During one hour, Shep session he had two facilitators Tulio Milman and Ricardo S Gulko. Shep Hyken is a customer service and experience expert. He is also one of the most published authors and Forbes contributors.

Customer Journeys 52

Customer Journeys Leadership Innovation Customer Relationship Management 52

Michelli Experience

JUNE 7, 2017

Now, when it comes to customer service, home delivery (in keeping with the lyrics of a Peter Allen song) represents something “old,” which has been repurposed through digital technology, “to be new again.”. We could also rely on Bob Fritz to deliver a part for our Ford truck if he had what we needed in his store at Western Auto Supply.

Fashion 113

Fashion Consumers Examples Marketing 113

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 69

Culture Roadmap Customer Centricity Measurement 69

Pretium Solutions

JANUARY 4, 2012

The customer service agent who took my call was very warm and friendly and actually quite helpful. She explained that I had been on a special promotion (even though I was not a new customer) and that she would have to transfer me to Promotions to get my special price back. But that’s the point, isn’t it?

Customer Service 40

Customer Service Customer Experience Customer Retention Customers 40

Pretium Solutions

JANUARY 4, 2012

The customer service agent who took my call was very warm and friendly and actually quite helpful. She explained that I had been on a special promotion (even though I was not a new customer) and that she would have to transfer me to Promotions to get my special price back. But that’s the point, isn’t it?

Customer Service 40

Customer Service Customer Experience Customer Retention Customers 40

Pretium Solutions

JANUARY 4, 2012

The customer service agent who took my call was very warm and friendly and actually quite helpful. She explained that I had been on a special promotion (even though I was not a new customer) and that she would have to transfer me to Promotions to get my special price back. But that’s the point, isn’t it?

Customer Service 40

Customer Service Customer Experience Customer Retention Customers 40

Currency Alliance

DECEMBER 13, 2018

Escalating competition across sectors – not a purported “death of loyalty” – is making loyalty harder earned. As a result, major loyalty trends for 2019 will see a wave of innovation as established brands trial new ways to retain share of mind. Loyalty marketing breaking ground in new sectors. Smarter budgeting.

Loyalty 45

Loyalty Trends Loyalty Programs Rewards Programs 45

SmartKarrot

FEBRUARY 16, 2022

Not just brand loyalty, CX is a key factor when making purchase decisions, customer retention, and even word-of-mouth advertising. Considering this importance, we have brought a list of 75 customer experience statistics to you. These will help you efficiently create an excellent experience for your customers.

Customer Experience 10

Customer Experience Social Media B2B e-support 10

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

SmartKarrot

MAY 13, 2020

It’s about appropriately measuring Customer & User Engagement…. With the growth of SaaS industry, more and more Product Management teams are wondering as to how they can measure a very important aspect, and potentially the strongest leading indicator of success for SaaS Platforms: User Engagement.

Engagement 10

Engagement Study Measurement Analytics 10

Pretium Solutions

DECEMBER 26, 2011

Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012. In these waning days of 2011, we hear much pontificating on those things that will make life better for everyone in 2012.

Customer Service 49

Customer Service Touchpoint Customer Service Representative Policies 49

Currency Alliance

MAY 9, 2019

when the automotive and mobility industries shifted from a driver- or owner-focused value proposition to a customer-centered one; and when micromobility started to scale up.” [i]. Independent of market positioning, unique customer insight will become the primary competitive advantage. Enter: loyalty marketing.

Loyalty 56

Loyalty Strategy Loyalty Programs Airlines 56

Pretium Solutions

DECEMBER 26, 2011

Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012. In these waning days of 2011, we hear much pontificating on those things that will make life better for everyone in 2012.

Customer Service 40

Customer Service Touchpoint Customer Service Representative Policies 40

Pretium Solutions

DECEMBER 26, 2011

Well, the ribbons are barely off the holiday packages and we are still digesting the last of the figgy pudding, so that means it must be time for us to fill the air with lots of resolutions for 2012. In these waning days of 2011, we hear much pontificating on those things that will make life better for everyone in 2012.

Customer Service 40

Customer Service Touchpoint Customer Service Representative Policies 40

Kustomer

DECEMBER 21, 2021

It’s becoming clear that customers are more inclined to engage with businesses through multiple touchpoints within a single purchasing journey. It’s not surprising that we’ve seen a jump from 20% to more than 80% in the number of companies investing in omnichannel experiences since 2012. What Is Customer Experience Automation?

Customer Experience 98

Customer Experience Multi-Channel Omni-Channel Touchpoint 98

LiveChat

OCTOBER 19, 2015

To make that happen, Patagonia opened the biggest garment repair facility in North America and hired 45 full-time technicians to repair their customers’ gear and clothing. On the contrary, in 2012 (a year after Patagonia began appealing to consumers to buy less) sales increased almost one-third , to $543 million ! I’ll be honest.

Marketing 28

Marketing Video Advertising Sales 28

Optimove

JANUARY 16, 2024

In addition, we are honored by our partners, employees, and investors who have been instrumental in helping Optimove create the first Customer-Led Marketing Platform to uphold our promise: to unleash brands’ full potential so they can gain their customer’s loyalty for life.

Net Promoter Score 52

Net Promoter Score CRM Analytics Telecommunications 52

ProProfs Chat

JUNE 14, 2019

Do you know how to keep your customers satisfied? Customer service is a high-stakes game. Every company is competing for the same customers, and customer satisfaction is one of the main differentiators between success and failure. For this reason, customer experience has become the key to business success.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90

Kustomer

FEBRUARY 25, 2022

It’s becoming clear that customers are more inclined to engage with businesses through multiple touchpoints within a single purchasing journey. It’s not surprising that we’ve seen a jump from 20% to more than 80% in the number of companies investing in omnichannel experiences since 2012. What Is Customer Experience Automation?

Multi-Channel 105

Multi-Channel Omni-Channel Touchpoint e-support 105

BirdEye

FEBRUARY 23, 2024

You can only have stellar customer communication through streamlined and effective business communication. Role of Birdeye’s Webchat platform in frictionless business communication: Birdeye’s AI-powered Webchat business communication software helps you convert web visitors into leads and, eventually customers.

Communication 63

Communication Multi-Channel Culture Social Media 63

Joe Rawlinson

JUNE 17, 2015

Sometimes, business owners feel as though they must prioritize either sales or customer service to the detriment of the other. This doesn’t have to be the case — SalesForce reports that 55 percent of customers would pay more for a product or service if they had a positive customer service experience. Be Attentive.

Sales 60

Sales Customer Service Social Media Call Center 60

Joe Rawlinson

JUNE 17, 2015

Sometimes, business owners feel as though they must prioritize either sales or customer service to the detriment of the other. This doesn’t have to be the case — SalesForce reports that 55 percent of customers would pay more for a product or service if they had a positive customer service experience. Be Attentive.

Sales 60

Sales Customer Service Social Media Call Center 60

CSM Magazine

JUNE 12, 2020

Emergent technologies have forever changed traditional customer service support. Lampton look at the state of customer service in the digital age. Rising customer expectations and increasing brand loyalty competition are driving the need to provide greater value-driven service to both consumers and stakeholders.

Omni-Channel 52

Omni-Channel Customer Service Self Service Virtual Agent 52

C3Centricity

NOVEMBER 15, 2015

Brand stories are perhaps one of the easiest ways to resonate with customers. Hopefully, this will then lead to those highly sought-after but ever-diminishing rewards of loyalty and advocacy. Amongst the most popular talks on the topic of storytelling, “ The Clue to a great story ” was given in February 2012 by Andrew Stanton.

e-support 120

e-support Brands Connections Consumers 120

SurveySparrow

APRIL 19, 2024

You can hook your customers by creating conversational surveys with a 40% higher response rate! Key Features Conversational Interface: As I mentioned, it makes you feel like you’re chatting with your customer. Engage your audience with chat-like forms and reap a higher response rate and improved customer satisfaction.

Tools 52

Tools Analytics Data e-support 52

CSM Magazine

FEBRUARY 27, 2020

AI is already here and it’s revolutionising the way businesses manage their data to transform the customer experience (CX). By automating customer contact management, data recording and analysis processes, AI can readily identify patterns of consumer behaviour that give contact centres and customer service operations a new competitive edge.

Telecommunications 59

Telecommunications Automotive Transportation Guidelines 59

Bold360

NOVEMBER 21, 2016

In 2016, the customer experience became the focal point of marketing, acquisition, onboarding, UX design, and many other core business functions. Meet Our Panel of Customer Experience Pros: Daisy Jing. We make it a priority to respond to our customers as quickly as possible. Sasha Tenodi. Wendy Glavin. Randy Hernandez.

Customer Experience 40

Customer Experience Omni-Channel Social Media Self Service 40

Clarabridge

JANUARY 26, 2017

The truth of the matter is that customer surveys can be just as misleading. It’s just that you need to be careful about how you structure surveys and how you interpret the results, otherwise results may not accurately represent your customer base. A more accurate understanding of the customer journey. The result?

Survey 40

Survey Social Media Self Service Loyalty 40

Clarabridge

JANUARY 26, 2017

The truth of the matter is that customer surveys can be just as misleading. It’s just that you need to be careful about how you structure surveys and how you interpret the results, otherwise results may not accurately represent your customer base. A more accurate understanding of the customer journey. The result?

Survey 40

Survey Social Media Self Service Loyalty 40