Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. See you in 2015. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Are you ready?

Entertainment 247

Entertainment Leadership Social Media B2B 247

TechSee

JUNE 16, 2022

As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent. He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

CloudCherry

DECEMBER 20, 2017

One of the most important things a company can do is to map the customer journey. Thus, companies were able to determine exactly what a customer would do when they’d make the decision to buy, or how they would look for information to help them make that decision. Now, companies have to build relationships and engage their customers.

Customer Journeys 225

Customer Journeys Touchpoint Social Media Consumers 225

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Experience Investigators by 360Connext

JANUARY 23, 2015

Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. And yet many companies still don’t quite get it right. It’s easy to “set up” a social media presence for customers and then just sort of forget to maintain it.

Customer Care 110

Customer Care Social Media Marketing Conference 110

BirdEye

AUGUST 29, 2023

Satisfied customers grow brand loyalty, boost word-of-mouth recommendations, and significantly boost a business’s growth. Customer satisfaction is a measure of how content and happy customers are with a company’s product, services, and experience. Only 1 in 26 customers will tell a company directly about a negative experience.

Customer Satisfaction 98

Customer Satisfaction Chatbots Social Media Omni-Channel 98

Kayako

DECEMBER 31, 2015

2015 saw the support community talk a lot about making things easier for the customer through both customer experience and communication. Now onto the best of 2015! This article will walk you through many different levels of customer loyalty. The Art of Making Customers Happy on Social Media by Kevan Lee.

Self Service 72

Self Service Omni-Channel Net Promoter Score Multi-Channel 72

CSM Magazine

JANUARY 11, 2016

Forward thinking companies are using social media to further engage their customers. Here are five tips to help you use social media to take your customer service to the next level. Many brands though still need to grasp the nettle on full social media integration. Table setting.

Social Media 40

Social Media Omni-Channel Tips Customer Service 40

transcosmos Information Systems

MAY 25, 2015

It’s no secret that mobile networks, social media and the widespread use of smartphones drastically altered the customer service landscape. We’re almost half-way through 2015 and here are just some of the hyper-connected, mobile lifestyle customer service activities that we’ve been seeing in 2015.

Social Media 48

Social Media Self Service Multi-Channel Trends 48

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. 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.

Technology 110

Technology Customer Experience Social Media Trends 110

Tricia Morris

NOVEMBER 13, 2015

For November and December 2015, U.S. According to LoyaltyOne’s October 2015 survey of more than 1,000 consumers, 47% of Cyber Monday shoppers said they’d be reluctant to make an in-store holiday season purchase from a retailer with whom they have an unhappy online experience. They may even reach out on social media.

Self Service 40

Self Service Customer Service e-support Retail 40

Win the Customer

FEBRUARY 26, 2016

Its newest seed, brand transparency, is linked to revenue, loyalty and company longevity. Business sustainability means that the company protects its three P’s: profit, people and planet. A sustainable company has an eye on the important things that keep a company going for the long haul.

Omni-Channel 52

Omni-Channel Brands Company Social Media 52

SuiteCX

FEBRUARY 13, 2015

©2015 suitecx – Confidential Customer Experience: All the cool kids say they are doing it 2. ©2015 suitecx – Confidential But what is “it”? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it Voice of the Customer? ©2015 suitecx – Confidential Is it a clickstream?

Customer Experience 100

Customer Experience Social Media Customer Journeys Multi-Channel 100

Experience Investigators by 360Connext

APRIL 23, 2015

Jon Galloway (@jongalloway) April 12, 2015. Amy shared how they rely a lot on social media , where travelers tweet or post about both the good (it saved me!) While they also use surveys and traditional methods to gather feedback, social media is a big channel of feedback for them. Thanks, @TripIt ! —

Social Media 110

Social Media Travel Rewards Programs Innovation 110

Experience Investigators by 360Connext

DECEMBER 11, 2014

Full of energy and passion, they are warriors committed to taking down the tired, old big companies. They wholeheartedly believe their company/product/service/culture is THE BEST. What happens when companies scale? In the beginning, companies are built around WHO and not necessarily WHAT. They need customers.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Comm100

JANUARY 14, 2016

Nevertheless, if your aim is to ultimately increase brand loyalty, customer satisfaction, and sales revenues, then it is crucial for you to first improve the quality and efficiency of your company’s customer service and sales support. What does this mean for your company? Mobility First – Thinking Beyond the Basics of Mobile.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

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. Given the ubiquity of online communities, the question many companies are asking is whether they have the right ones in place. Do you want to build customer loyalty?

Social Media 100

Social Media How To Innovation Software 100

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Over time, however, there has been a gradual recognition of the importance of having an executive in the C-Suite responsible for elevating and growing the customer experience; as of this year, 22% of Fortune 100 Companies and 10% of Fortune 500 Companies have a CCO onboard. Building Relationships is Key to Survival.

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

SuiteCX

DECEMBER 20, 2015

Everyone talks about how important it is to invest in web, mobile and social media analytics. suitecx ©2015, suitecx Inc. November 30, 2015 Customer Experience Improvement: Finding the Right Data Strategy As marketers, we are all focused on improving our customer experience and generating more revenue.

Data 100

Data Strategy Customer Experience Social Media 100

Comm100

MARCH 4, 2021

For those companies wanting to excel in their customer interactions, more is required. Micro-personalization can be used to quickly honor the customer as an individual, demonstrate that you understand their unique preferences, and ultimately earn their loyalty.”. – Nate Brown, CXO at Officium Labs and Founder of CX Accelerator.

Data 131

Data Omni-Channel Effort Score Report 131

Storyminers

MARCH 11, 2019

As audiences evolve, however, and alongside the entrance of fintech companies like Venmo, Apple Pay, and PayPal, the legacy company had to make an adjustment to their story. Today, the company embeds ‘Priceless’ into a variety of ad placements. Maintaining a globally consistent brand message is a challenge.

Marketing 113

Marketing Social Media Advertising Video 113

Customer Bliss

JUNE 6, 2017

Peloton is a mission based company that deliberately crafted every element of its experience, from the build of the bike to its delivery, usage and even helping people move their bike from one home to another. Brad began his career with Bain & Company in Chicago, where he. Episode Overview. Brad’s career progression.

Hotels 149

Hotels Social Media Consulting Loyalty Programs 149

Natalie Petouhof

SEPTEMBER 15, 2015

Tweet As the connected customer experience continues to evolve, Cagemini today released the 16th annual global automotive study, The 2015 Cars Online “The Selfie Experience” Phones have become “the” selfie device, now this study shows consumers want that same personalized experience as a segment of one. The others?

Study 40

Study Social Media Automotive Consumers 40

Experience Investigators by 360Connext

MARCH 24, 2015

There were sessions on co-creating with customers, social media, and customer journey mapping. Mike Zarin (@zarin) March 24, 2015. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Kayako

AUGUST 30, 2017

Its premise—that everyone in the company from the CEO down to developers—spends time working as customer support agents, talking to customers, and answering questions. It’s a great practice in theory, and hypothetically will make everyone at a company more empathetic and customer-driven. How it plays out in the real world.

e-support 200

e-support Customer Satisfaction Effort Score Software 200

Influitive

OCTOBER 11, 2015

“Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm. However, loyalty can generate revenue on another front: demand gen. Loyal customers draw in more customers.

Customer Engagement 40

Customer Engagement Loyalty Engagement Social Media 40

Experience Investigators by 360Connext

JUNE 15, 2015

YWCA Chicago (@YWCAChicago) June 10, 2015. When the company is doing great, get worried about tomorrow. They were, for all purposes, a traveler’s cheques company. When they decided to innovate and enter the payment business, many believed this bold move would kill the company. Any company can see lessons in success.

Leadership 110

Leadership Innovation Social Media Consulting 110

Beyond Philosophy

NOVEMBER 18, 2014

The answer to this question can show how Customer centric your company is. If you find that your company is oriented on the product or the functions of the various departments, you need to address the orientation first to get the channels in sync. How do you use Social Media to enhance the experience?

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

Daniel Group

DECEMBER 19, 2019

What are they expecting from you to remain loyal to your company? The first is Medium’s “ 6 Strategies to Increase Customer Loyalty and Retention.” ” I illustrate how a company I used for some time failed to meet my service expectations; I didn’t get the gift of good service I expected! .”

Strategy 52

Strategy B2B Loyalty Social Media 52

Daniel Group

DECEMBER 19, 2019

What are they expecting from you to remain loyal to your company? The first is Medium’s “ 6 Strategies to Increase Customer Loyalty and Retention.” ” I illustrate how a company I used for some time failed to meet my service expectations; I didn’t get the gift of good service I expected! .”

Strategy 52

Strategy B2B Loyalty Social Media 52

Win the Customer

FEBRUARY 23, 2018

Public relations disasters are many companies’ worst nightmares. PR problems not only taints your brand name and personality, but can also eliminate customer loyalty and significantly decrease your profits and financial backing. So what can you do to best address a PR disaster? Admit Quickly And Redeem.

Social Media 99

Social Media Travel Advertising Policies 99

Eptica

FEBRUARY 5, 2020

Author: Pauline Ashenden - Marketing Manager Customer satisfaction in the UK is getting worse – impacting loyalty and profitability at some of the country’s biggest brands. The January 2020 edition shows that satisfaction is at its lowest level since July 2015, the fifth consecutive fall in the twice-yearly index.

Customer Satisfaction 72

Customer Satisfaction Social Media Loyalty Consumers 72

Kayako

NOVEMBER 22, 2017

Businesses are responding with all hands on deck, manning every touchpoint—live chat, social media, phone, and email—to serve their busy, multitasking user base. Asking a consumer to switch support channel can decrease loyalty by 10%, according to CEB. GetFeedback (@GetFeedback) February 3, 2015. Structure your emails.

Self Service 221

Self Service Guidelines Social Media Knowledge Base 221

Beyond Philosophy

JULY 6, 2016

Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience. However, as econsultancy pointed out in a recent article , most multi-national companies don’t know how to adapt their customer engagement strategies to an Eastern digital environment.

Social Media 113

Social Media Multi-Channel Customer Centricity Consulting 113

Experience Investigators by 360Connext

JULY 24, 2015

Sprout Social (@SproutSocial) July 22, 2015. Huge thanks to Sprout Social for hosting our CXPA Chicago event, and to the smart people who attended! 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. pic.twitter.com/q0W0mvrx8R.

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

Retently

OCTOBER 1, 2018

It’s normally used to display it so that every department in your company can easily keep track of the whole customer experience. Using customer journey mapping is paramount, as it lets everyone in your company visualize how someone becomes a client, and gives them a better understanding of how to improve the process.

Customer Journeys 107

Customer Journeys Touchpoint Social Media How To 107

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. The 2015 Eptica Multichannel Customer Experience Study evaluated midsize retailers on their ability to answer routine enquiries via email, the web, chat, Twitter and Facebook.

Customer Service 48

Customer Service Social Media CRM Contact Center 48