Customer Interactions

JULY 7, 2015

Loyalty programs? The employees deserve just as much TLC. 2014 is the year to shift the focus from the customer to the employee. It’s easy for organizations to get caught up trying to please their customers in every way possible. Shorter wait times? But must the focus be solely on the customer?

Employee Engagement 28

Employee Engagement Engagement Loyalty Programs Wait Times 28

Experience Investigators by 360Connext

MARCH 4, 2015

What if that is contrary to long-term loyalty? Since launching the podcast in late 2014, we’ve had the pleasure of discussing how customers matter with authors like Jackie Huba , business leaders like Gini Dietrich , social business experts like Rachel Happe , entrepreneurs like The Mafia Hairdresser , and even my brother(!)

Customer Service 110

Customer Service Airlines Social Media Loyalty 110

Customer Bliss

FEBRUARY 16, 2017

When you combine all the elements above around pre-existing attitudes on employees and not wanting to be cost-heavy, many concepts fall to the background. A good example would be employee engagement. In the spring of 2014, NYPL allowed anyone on the staff to propose a strategic discussion with a senior leader.

Employee Engagement 175

Employee Engagement Case Study Hotels Engagement 175

CX University

JANUARY 8, 2019

Today, Empathy Is the Bottom Line for Customer Loyalty. Within Sales and Marketing, empathy is foundational in understanding customer purchase behavior ( Daniels, Glover, & Mellor, 2014 ). Empathy Might Be Even More Important for Employee Engagement and Retention.

Employee Engagement 104

Employee Engagement Sales Leadership Report 104

Experience Matters

JANUARY 6, 2015

In my post last year, I named 2014 “ The Year of Empathy.” With this post, I’m declaring 2015 “ The Year of the Employee.”. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs. Contact Center Loyalty Aspirations. They can’t.

Customer Journeys 120

Customer Journeys Trends Contact Center Customer Connectedness 120

Strativity

SEPTEMBER 15, 2014

. . . September 2014 News & Insights. . . CEM Certification – October 21 – 23, 2014. . . Proof that Employee Engagement Drives Higher Sales and Customer Loyalty . . Tomorrow: September 16, 2014. October 21 – 23, 2014 . November 11 – 13, 2014 . On-Demand .

Customer Journeys 52

Customer Journeys CEM Automotive Case Study 52

Experience Investigators by 360Connext

MARCH 23, 2015

Rod shares how understanding customers translates into creating special moments for customers and employees alike. The 2014 Seattle Seahawks Superbowl run was an opportunity to recognize who employees are by providing unique opportunities like photo backdrops with the “Seahawks Super Fan” who is one of their profiles.

Insurance 110

Insurance Social Media Consulting Employee Engagement 110

Experience Investigators by 360Connext

JUNE 15, 2015

Alibaba Group did more than $390 BILLION in sales in 2014. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Leadership 110

Leadership Innovation Social Media Consulting 110

Experience Investigators by 360Connext

JANUARY 30, 2015

Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. Added by Anne Reuss on Jun 03, 2014. Added by Anne Reuss on Jul 29, 2014. Empowered Employees Outshine "By the Book" Service. " Added by Anne Reuss on Aug 01, 2014.

Customer Service 110

Customer Service e-support Social Media Leadership 110

Experience Investigators by 360Connext

MARCH 24, 2015

curtis kopf (@ckopf1) March 20, 2014. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Michelli Experience

DECEMBER 23, 2015

So if you want to drive an elevated customer experience that differentiates your business from the competition, increases the loyalty of your customers, and results in more referrals, you are certainly not alone ! By 2014, Mercedes-Benz USA had risen to the top of the J D.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

Experience Investigators by 360Connext

JANUARY 21, 2015

I’ve flown Virgin Atlantic back and forth to London a couple of times in 2014. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. One airline trying to understand the actual journey more for their customers is Virgin Atlantic.

Customer Journeys 110

Customer Journeys Airlines Travel Social Media 110

Experience Investigators by 360Connext

JANUARY 7, 2015

Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. There are now calls for executive teams to add Chief Social Officers and Chief Content Officers.

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. 1 Attraction” on Thursday, October 30th, 2014. If you want to learn more about what Downie and his team did to become the #1 Attraction on Trip Advisor UK, please come to our Webinar, “ How to Become TripAdvisor’s No.1 I couldn’t agree more. 3 Steps to Becoming #1 on Trip Advisor.

ROI 75

ROI Net Promoter Score CEM Conference 75

ProProfs Chat

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Impacts of consistent engagement. Customer loyalty. Future of Customer Engagement. Customer Engagement Through Social Media. Customer expectations.

Customer Engagement 136

Customer Engagement Engagement Social Media Customers 136

Michelli Experience

JULY 5, 2016

Forbes magazine has labeled him the “most bankable star” and as of 2014 his movies alone had grossed $6.6 Will Smith started his career as a rapper in the late 1980’s, later starred on the television series The Fresh Prince of Bel-Air, and went on to a blockbuster movie career with films like Independence Day and Men in Black.

Brands 140

Brands Entertainment Customer Expectations Meeting 140

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

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. We get many inquiries for our services globally. I worked with clients in more countries than ever before last year, including China, India, and Saudi Arabia to name a few. They are all working to improve their Customer Experience.

CEM 60

CEM CRM Conference Employee Engagement 60

Beyond Philosophy

OCTOBER 3, 2014

I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. 1 UK Attraction ” on Thursday, October 30th 2014. Remembering the little things. Downie describes a commitment from the team to improve all the little bits consistently. I am sure you’ll have a great time!

Leadership 154

Leadership CEM Sports Hotels 154

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 Data Governance. “In

Engagement 66

Engagement Customer Experience Net Promoter Score Self Service 66

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. Do you want to build customer loyalty? Online communities are now mainstream business tools. Larger enterprises are more likely to have communities, with 74 percent indicating that they have one.

Social Media 100

Social Media How To Innovation Software 100

Beyond Philosophy

JUNE 12, 2015

over the four quarters of 2014). Glenn Laverty, CEO of RICOH Canada, had this to say about how he used employee engagement to help facilitate that rise: “We beat that drum almost incessantly in the organization simply because we wanted everybody to understand the impact that they have in the Customer Experience.

Net Promoter Score 60

Net Promoter Score Customer Experience Trends NPS 60

Strativity

AUGUST 5, 2014

Strativity Group is pleased to announce our September 16, 2014 webcast, Next Generation Customer Journey Mapping, featuring Bruce Temkin, a world authority on customer experience, with Lior Arussy, president of Strativity Group. His work has impacted 220 million customers and 375,000 employees in 21 countries. Who should attend?

Customer Journeys 40

Customer Journeys Tools Case Study Customer Centricity 40

Maz Iqbal

OCTOBER 9, 2014

The 2014 UK Analysis put together by Nunwood ‘s Customer Experience Excellence Centre. Waitrose ascends the rankings moving from being number ten (2013) to being number 7 (2014). M+S (both Simply Food, and Your M+S) descend towards the bottom of the Top 10 in 2014. Which publication?

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

Beyond Philosophy

OCTOBER 3, 2014

I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. 1 UK Attraction ” on Thursday, October 30th 2014. Remembering the little things. Downie describes a commitment from the team to improve all the little bits consistently. I am sure you’ll have a great time!

Leadership 68

Leadership Sports Hotels Social Media 68

Beyond Philosophy

OCTOBER 3, 2014

I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement. 1 UK Attraction ” on Thursday, October 30th 2014. Remembering the little things. Downie describes a commitment from the team to improve all the little bits consistently. I am sure you’ll have a great time!

Leadership 60

Leadership Sports Hotels Social Media 60

Experience Investigators by 360Connext

OCTOBER 6, 2014

CX Day 2014. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media. Join us! .

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

Experience Matters

APRIL 7, 2015

They make them feel valued, inspire their loyalty, and earn their business. It empowers customer champions, informs successful marketing activities, drives process and product improvements, and ultimately improves customer loyalty and the bottom line. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

SurveySensum

JULY 14, 2020

He is a Customer Experience Blogger and Speaker and offers expertise in customer journey mapping, a voice of the customer programs, survey process and analysis, employee engagement, and others. Aimee Lucas – Customer & Employee Experience Researcher, Advisor, Trainer, Speaker, CCXP. LinkedIn : [link]. Website : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Strativity

JULY 16, 2014

Hackensack, NJ (PRWEB) July 16, 2014. October 21-23, 2014. To register for the Orlando, FL program, October 21-23 2014, visit this link. Quantifying the economic value of increasing customer loyalty. Increasing Employee Engagement. To register for the Orlando, FL program, October 21-23 2014, visit this link.

Customer Experience Management 40

Customer Experience Management Groups CEM Customer Experience 40

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Frank Eliason.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Frank Eliason.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Maz Iqbal

NOVEMBER 6, 2014

You may be tempted to think so given all the talk of relationship, of service, of engagement, of collaboration, of partnering, of loyalty. The CEO of Tesco was ousted in July 2014 due to poor performance. Not a single employee turned up at company headquarters to demand his return to the CEO role. Demoulas.”.

Leadership 59

Leadership Employee Engagement Exercises Culture 59

Michelli Experience

JULY 20, 2016

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. So what can all of us learn about “craveabilty” based on Pokémon Go? Here are a few things to consider….

Interaction 100

Interaction Technology Social Media How To 100

Experience Matters

FEBRUARY 23, 2015

This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. This video shows the definition of CX ( the perception that customers have of their interactions with an organization ) as well as three elements of an experience ( success , effort , and emotion ).

Customer Connectedness 120

Customer Connectedness Customer Experience Infographics Video 120

Qualtrics

JULY 15, 2019

The common denominator here is effort – whether you’re buying or returning a product, the experience is effortless – something customers are more than willing to give their loyalty for in exchange. Learn more about creating Mobile CX in our webinar. Product Experience.

Customer Experience 37

Customer Experience Self Service Social Media Apparel 37