Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. What’s the value of customer experience? Whether by your customers or from within your organization, the value of customer experience can be measured in so many ways.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Velaro

JULY 22, 2015

Customer engagement is being transformed by social media “buy” buttons and ecommerce live chat. Ecommerce live chat is great for customer engagement with site visitors who have a question or need some other assistance– but what about customers who just want to make a purchase and move on?

Customer Engagement 100

Customer Engagement Engagement Ecommerce Social Media 100

Beyond Philosophy

NOVEMBER 17, 2014

As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. The article reports that a mere 30% of Americans “feel engaged at work,” according to the 2013 Gallup poll, leaving the remainder somewhere between indifferent and disgruntled. Take Walmart as an example. What’s the problem?

Employee Engagement 164

Employee Engagement Engagement ROI Course 164

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 223

Customer Service Chatbots Banking Engagement 223

Esteban Kolsky

JANUARY 27, 2017

I shared with you first the model for Customer Service Usage and Adoption , then the one for Data Usage in the Enterprise , followed by Artificial Intelligence in the Enterprise , and Platforms and Ecosystems. This is the final topic: Customer Experiences and Engagement. True, trust me. Anything I missed?

Engagement 60

Engagement Customer Experience Case Study Study 60

Esteban Kolsky

JANUARY 27, 2017

I shared with you first the model for Customer Service Usage and Adoption , then the one for Data Usage in the Enterprise , followed by Artificial Intelligence in the Enterprise , and Platforms and Ecosystems. This is the final topic: Customer Experiences and Engagement. True, trust me. Anything I missed?

Engagement 60

Engagement Customer Experience Case Study Study 60

Lithium

JUNE 27, 2022

It’s possible that it’s been a recent challenge to understand how your brand could fit into this social engagement circus. Now the question has become, how do we keep up, and what makes TikTok analytics different from the “older” and more “traditional” forms of social engagement? A high view count no longer ensures positive engagement.

Analytics 52

Analytics Engagement Social Media Video 52

ClearAction

JULY 3, 2017

Customer Experience Transformation Through Proactive Engagement Lynn Hunsaker. Employee engagement drives transformational changes that enable you to have quality in everything you do,” explained Carolyn Muise, Vice President of Total Customer Experience (TCE) at EMC. Proactive Engagement through Internal Marketing.

Engagement 66

Engagement Customer Experience Net Promoter Score Self Service 66

Experience Investigators by 360Connext

JUNE 8, 2021

Many organizations are benefiting from leveraging machine learning and artificial intelligence tools to isolate data points that can help predict next actions and future customer desired outcomes. What can a business leader do to look ahead and predict future customer behavior? How to Look for & Consider Customer Experience Clues.

Customer Journeys 271

Customer Journeys Healthcare How To Trends 271

Michelli Experience

SEPTEMBER 15, 2016

Ernie is the now 93-year-old, World War II veteran, who started a coast-to-coast run on August 7, 2013,which he completed (some 3,000 miles later) on August 20, 2016. I saw this same passion for mastery when I ran earlier in the year with Ernie Andrus.

Engagement 100

Engagement Entertainment Conference Analysis 100

Experience Investigators by 360Connext

OCTOBER 31, 2014

They not only manage NOT to scare customers away, but even better- they spook customers into taking the next step. With some word craftiness, you can create impactful CTAs that won’t scare customers away. How can you leverage your customers’ fears to increase conversions? Added by Anne Reuss on Aug 05, 2013.

e-support 197

e-support Social Media Consulting Customer Centricity 197

Vonage

JANUARY 3, 2017

Here, we examine what leads customers to complain on social media, and how businesses can avoid many of these problems with an omnichannel customer experience. Why are customers complaining in the first place? billion less than in 2013. But, what makes customers switch to a competitor? How to get it right.

Social Media 136

Social Media Customer Service How To Poor Customer Service 136

Customer Enthusiast

OCTOBER 15, 2021

Back in 2013 I published my first book, Delight Your Customers. The subtitle of that book is 7 Simple Ways to Raise Your Customer Service from Ordinary to Extraordinary.

Customer Service 73

Customer Service Customers Employee Engagement Connections 73

Kerry Bodine

SEPTEMBER 30, 2017

A couple of months back, I wrote a post called You Must Invest In Customer Experience. In it, I detailed research by the American Customer Satisfaction Index that shows that an investment portfolio that takes long bets on CX leaders and shorts CX laggards outperforms the S&P 500 by nearly a factor of five. Among them: IBM.

Customer Experience 120

Customer Experience Innovation Trends Consumers 120

CSM Magazine

NOVEMBER 7, 2018

Investing in overall brand experience for customers is one of the most important aspects of any business. By building a happy, loyal customer base that makes brand interaction easy and enjoyable, businesses can ensure that they have the edge over competitors. Keep the customer informed.

Interaction 221

Interaction Telecommunications Customer Satisfaction Social Media 221

CX Journey

FEBRUARY 17, 2015

Image courtesy of HZ University of Applied Sciences Today''s post is a modified version of a post I originally wrote for Confirmit in April 2013. And why should I engage with or interview one? The primary stakeholders in a typical corporation are its investors, employees, customers, and suppliers. Is a customer a stakeholder?

Customer Journeys 80

Customer Journeys Engagement Government Guidelines 80

Experience Investigators by 360Connext

JANUARY 30, 2015

With the personalized service, outstanding selection and in-store cafe options, they’ve built a loyal following of customers. But once a month, while recording our podcast Crack The Customer Code , I get my lunch from the Mariano’s across the street. No customer wants soup that has spilled all over the bag.

Customer Service 110

Customer Service e-support Social Media Leadership 110

InteractionMetrics

MARCH 26, 2019

For years, Gallup Research has reported on the impact of employee engagement on profits.Meanwhile, they’ve also reported on the dismal state of employee engagement; employees simply don’t care about their work as much as employers would hope. The post Gallup Says Engagement Matters, What Are You Doing About It?

Engagement 40

Engagement Employee Engagement Metrics Report 40

InteractionMetrics

MARCH 26, 2019

For years, Gallup Research has reported on the impact of employee engagement on profits.Meanwhile, they’ve also reported on the dismal state of employee engagement; employees simply don’t care about their work as much as employers would hope. The post Gallup Says Engagement Matters, What Are You Doing About It?

Engagement 40

Engagement Employee Engagement Metrics Report 40

Alida

DECEMBER 15, 2016

Between 2009 and 2013, annual hospital deals have increased 14 percent. In 2013, the average M&A deal was valued at $224 million —a significant jump from 2007’s $42 million. Engage your physicians and other employees. Unfortunately, compared to other industries, health care lags in employee engagement.

Airlines 138

Airlines Hospitality Employee Engagement Entertainment 138

Alida

APRIL 28, 2016

Many business leaders confess to aspiring to copy Hubspot’s “culture code,” which the company has made public since 2013. RELATED: Read the Authenticity Handbook for real-world examples of companies that are building genuine trust with their customers and employees. . Engage with empowered employees. Final thought.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

Customer Bliss

JULY 11, 2017

This is his third time around in a tech customer experience role, previously having held similar jobs at DocuSign and Citrix. Catherine is committed to delivering world-class products and services that drive customer adoption, loyalty and business results. Episode Overview. She didn’t disappoint. About Catherine.

Leadership 0

Leadership Customer Experience Report Innovation 0

TechSee

OCTOBER 23, 2018

Personalization as a driver in customer service. Delivering personalized customer service is more than just addressing a customer by name in an automated email, or segmenting by interest; it is a way to capture the customer’s attention and create a level of engagement that is authentic and relevant at every stage of the customer journey.

Tools 157

Tools Customer Service Chatbots How To 157

C3Centricity

AUGUST 4, 2020

The current pandemic has clearly highlighted those companies who care about their customers and who provide them with customer service excellence. If you claim to be customer centric are you sure you’re truly walking the talk and not just talking about customer service excellence?

Customer Service 177

Customer Service Social Media Customer Service Representative Self Service 177

Win the Customer

AUGUST 25, 2016

Here are three lessons to be learned from brands that have effectively used social content publishing to start a conversation with customers and build long-term relationships. The content aims to mimic the experiences customers might have while eating at Denny’s , so they associate the brand with positive memories.

Social Media 52

Social Media Case Study Study Customer Engagement 52

Talkdesk

SEPTEMBER 10, 2020

In addition, businesses worldwide have experienced drastic fluctuations in customer demand, as COVID-19 brought uncertainty to a lot of industries. According to research by La Salle University in Pennsylvania , in 2013 the average call center had one fraud call for every 2,900 calls received. appeared first on Talkdesk.

Contact Center 109

Contact Center Call Center Financial Report 109

Magellan Solutions

AUGUST 3, 2021

Many BPO philippines companies are now providing customer and IT support to the company. Rocket-Resume.com provides their customers with software to easily create robust and attractive resumes. . Over the duration of the partnership, the principal metric for measuring customer satisfaction (CSat) improved by 30 points.

Engagement 52

Engagement Case Study Sports Call Center 52

Experience Investigators by 360Connext

APRIL 30, 2015

We know this technique as the peak-end rule , which not only helps retain customers after things go awry, but often has the power to forge stronger loyalty from an otherwise bad experience. Letting customers call the shots. Michaels put some real thought into this- not as an exit point, but as an important customer touchpoint.

Brands 110

Brands Retail Consulting Touchpoint 110

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Earlier this month, Thomasz Tungaz, a venture capitalist at RedPoint, published a blog titled “Why your SaaS Startup Needs a VP of Customer Success Sooner than you Might Think”.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Customer Bliss

JULY 3, 2018

In today’s episode, I speak with Greg Derwart , Managing Director, Administration & Customer Experience at Maryland Department of Commerce. We explore transforming customer and employee experience within a state government agency, and how this work is managed across multiple departments and agencies.

Government 120

Government Customer Experience Management Customer Experience Management 120

ijgolding

OCTOBER 21, 2014

‘Customer Excellence is here: it’s just not evenly distributed yet’ A fantastic quote that I wish I could claim was mine! In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. Expectations.

Report 229

Report Customer Experience Customer Centricity Fashion 229

Experience Matters

DECEMBER 22, 2014

Hall was extremely passionate about customer experience. That’s why he implemented a customer service policy called FAWTSY (Find A Way To Say Yes). The Diamondbacks use several mechanisms to engage employees. I’m not surprised that Hall was named as the “Best Boss” in sports in 2013 by TeamWork Online.

Culture 313

Culture Sports Employee Engagement Leadership 313

ijgolding

DECEMBER 30, 2014

As we approach the last 24 hours before the end of 2014, I feel it is time to reflect on the last twelve months in the world of Customer Experience. If you can remember what you were doing on the 30th December 2013 you will know what I mean! Customers and the experiences they have with businesses will always exist. JD Williams.

Customer Experience 214

Customer Experience Customer Experience Professionals Training Customer Journeys 214

Vonage

JULY 7, 2017

Although much about providing a great customer experience is timeless, it’s also a good idea to align your strategy with today’s consumer trends. However, this old saw isn’t as true as it used to be, in many industries, and in many customers’ expectations. Because your customers already have. That’s so 2013.

Trends 177

Trends Consumers Customer Experience Hotels 177

CSM Magazine

JULY 19, 2023

Significant resource planning efficiencies help European customer service outsourcer release valuable time back into customer care. This equates to 22,500 minutes (375 hours) saved per week, extra time that agents can devote to improving customer service. Agents handle on average 170,000 contacts every week.

Self Service 52

Self Service Multi-Channel Social Media Resources 52

Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. We compared the results of this survey to the results of similar surveys that we completed in Q4 of 2010, Q4 of 2011, Q4 of 2012, and Q4 of 2013. 81% of respondents expect to put more focus on customer insights and analytics.

Customer Connectedness 120

Customer Connectedness Data Self Service Customer Experience 120

Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. However, self-service is proving to be a double-edge sword for both companies and customers alike.

Self Service 134

Self Service Customer Service Contact Center Airlines 134