Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. Stay tuned!

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Think Customers

NOVEMBER 2, 2014

Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights the individuals responsible for game-changing customer-focused strategies-- a truly unique event that honors the leaders who create innovative change in their organizations. 1to1Media.com/weblog.

Employee Engagement 70

Employee Engagement Loyalty Innovation Customer Engagement 70

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. It engages leaders, unifies their decision-making, and creates an accountability forum.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Michelli Experience

DECEMBER 23, 2015

According to Forrester Research, 93% of corporate leadership teams place customer experience improvement on their list of strategic priorities and 23% businesses have it in the number 1 position. In fact, the American Customer Satisfaction Index (ACSI) is reporting customer satisfaction levels that are hovering just above 9 year lows.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

Experience Investigators by 360Connext

MARCH 23, 2015

What this means for some companies is getting to know customers in really great ways. Quirky Customer Personas. They get to know their customers and communicate with them in the ways that create major engagement. Rod shared how they learned about their customers in many ways, and then had to respect what they learned.

Insurance 110

Insurance Social Media Consulting Employee Engagement 110

Wired and Dangerous

MARCH 7, 2016

Customer service can be a lot like that man. We stop seeing the details of our customer’s experience; we cease standing in our customer’s shoes. Processes become a lot like wallpaper to a resident and we become afflicted with a type of blindness that keeps us from appreciating our customer’s world.

Employee Engagement 70

Employee Engagement Training Engagement Financial 70

Experience Investigators by 360Connext

MARCH 4, 2015

If you haven’t yet discovered our podcast, Crack The Customer Code, I hope you will soon. We released our 15th episode , and it’s been quite the learning experience for my co-host Adam Toporek from Customers That Stick and me! Better customer service FTW. Customer inclusion from the start.

Customer Service 110

Customer Service Airlines Social Media Loyalty 110

CX Journey

APRIL 19, 2016

Have you put the spotlight on the employee experience at your company? I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 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. I didn’t have much experience with Mariano’s simply because there isn’t one in my part of town…yet. His experience has been the same. No matter who is at the register.

Customer Service 110

Customer Service e-support Social Media Leadership 110

Experience Investigators by 360Connext

JUNE 15, 2015

American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba , sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future of innovation. Women, he believes, consider the customer more. Alibaba Group did more than $390 BILLION in sales in 2014.

Leadership 110

Leadership Innovation Social Media Consulting 110

CX Journey

OCTOBER 23, 2014

It appeared on their blog on June 19, 2014. What is the customer experience inflection point? I think the customer experience plays a huge role. I don''t think there''s a big event within the organization itself that signals you''ve reached the customer experience inflection point. Don''t think so?

Culture 173

Culture Leadership Employee Engagement Customer Centricity 173

Experience Investigators by 360Connext

JANUARY 21, 2015

Many customers experience the product or service offered by an organization differently than how the organization anticipates. Understanding the customer journey end-to-end helps brands innovate around the experience. But the experience is more than what a customer does after purchase.

Customer Journeys 110

Customer Journeys Airlines Travel Social Media 110

Experience Investigators by 360Connext

JANUARY 7, 2015

As more companies enlist the titles of Chief Customer Officer and Chief Digital Officer, the convergence becomes ever more interesting. One of the most challenging aspects of customer experience is setting boundaries around duties within organizations. Put customers front and center. People do what works for them.

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Michelli Experience

JULY 5, 2016

While I have many mentors when it comes to business success, branding, and customer experience delivery, seldom do I look to actors or actresses to give me wisdom in these areas. Forbes magazine has labeled him the “most bankable star” and as of 2014 his movies alone had grossed $6.6 Enough about our teacher, on to the lesson….

Brands 140

Brands Entertainment Customer Expectations Meeting 140

Beyond Philosophy

OCTOBER 24, 2014

Downie would tell you that it wasn’t his goal to be #1 on Trip Advisor, but instead to be the best experience for their Customers that they could. At the time they began their Customer Experience improvement process, the concept was relatively new and largely untested. So what are these?

ROI 75

ROI Net Promoter Score CEM Conference 75

delighted

JANUARY 7, 2020

Back in 2015, Forrester Research uncovered that customer experience was the number one priority for business and technology leaders. A Walker study found that by the end of 2020, customer experience will overtake price and product as the key brand differentiator.

Trends 40

Trends Brands Customer Experience Survey 40

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”.

CEM 60

CEM CRM Conference Employee Engagement 60

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Michelli Experience

APRIL 6, 2016

Plans were being made to return the ship to Normandy for the D-Day Memorial Service (D-Day Plus 70, 2014) and beach it at the same location where it was on Omaha beach 70 years before. Shortage of finances caused the 2014 trip to be canceled. The cost of taking this ship across the Atlantic and back is tremendous.

Consulting 100

Consulting Employee Engagement Customer Engagement Loyalty 100

Beyond Philosophy

MAY 19, 2015

Having a great Customer Experience is no accident. Companies that excel in providing a great Customer Experience engaged in lots of deliberate designs to make their experience what it is today. 1: Top CX Companies Predict Customer Behavior. In many ways Customer Experience is like an iceberg.

Exercises 60

Exercises Employee Engagement Analytics Groups 60

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. They have not only brought new perspectives on the table but have redefined the customer experience exceptionally!

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Experience Investigators by 360Connext

OCTOBER 6, 2014

A few years ago, I would utter the phrase “customer experience” and get the strangest looks from people. Here, without further ado, are the reasons I believe customer experience is the key to happy customers , employees and people in general. Great customer experiences can do that.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

Maz Iqbal

OCTOBER 9, 2014

The 2014 UK Analysis put together by Nunwood ‘s Customer Experience Excellence Centre. Little Change In The State of Customer Experience Excellence From 2013. Which kind of makes me question the claim that customer experience is now firmly established as the main competitive battleground.

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

Experience Matters

APRIL 7, 2015

In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. 1) Company Overview: Clarabridge’s customer experience management platform helps hundreds of the world’s leading brands understand and improve the customer journey.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Michelli Experience

JULY 20, 2016

Let me guess, you’d like your prospective customers to learn about your products or services WITHOUT you having to invest a bundle of money in marketing! 1) Join a Parade, Don’t Start One – Pokémon has always had a strong following but an April 1, 2014 joke by Google blending Google maps with Pokémon had more than 18 million views.

Interaction 100

Interaction Technology Social Media How To 100