Experience Investigators by 360Connext

SEPTEMBER 18, 2014

Be sure marketing, PR, legal and customer service are well-trained and well-connected around these channels. Social media brand representatives don’t understand the medium or the customer service policies. Treating social media channels as nothing more than sales promotions will fail every time.

Multi-Channel 268

Multi-Channel Social Media Call Center Retail 268

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

Your customers could see you aren’t handling things in the way they want. They might see you are not responding to inquiries or concerns on social media. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. This is especially subtle.

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

Experience Investigators by 360Connext

OCTOBER 6, 2014

How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day! This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. It is part of a broader celebration of Customer Experience Day. .

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

DECEMBER 17, 2014

There are places in the customer journey you know aren’t working. Bookmark this blog and subscribe to the Crack The Customer Code podcast ! 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Tackle those trickiest touchpoints in 2015. Keep learning!

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Experience Investigators by 360Connext

DECEMBER 5, 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.

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

NICE inContact

AUGUST 27, 2019

Companies that inspire positive emotions will enjoy more loyalty from customers who are willing to spend more over the long term. Many studies by groups like Forrester have concluded that customer engagement depends on employee engagement. Customers appreciate this level of attentiveness. 2) Be responsive.

Connections 149

Connections Tips Social Media Multi-Channel 149

Experience Investigators by 360Connext

OCTOBER 2, 2014

According to the 2012 American Express Global Customer Service Barometer , 75 percent of us say we’ve spent more with a company because of consistent positive customer service experiences. Customers who are surprised and delighted with their experiences share their experiences with others. Humans are smart.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Experience Investigators by 360Connext

OCTOBER 9, 2014

To catch up on all the activities and knowledge sharing that went on, check out #cxday on social media. It’s a great resource for anyone looking to learn more about customer experience. What special ways do you love your customers? More Posts - Website Follow Me: The post Love Your Customers, Love Your Profession!

Social Media 279

Social Media Customer Experience Professionals Consulting Employee Engagement 279

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Technology 110

Technology Customer Experience Social Media Trends 110

Experience Investigators by 360Connext

JANUARY 23, 2015

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. Social Customer Care: Best Practices for Major Engagement. What about you?

Customer Care 110

Customer Care Social Media Marketing Conference 110

Experience Investigators by 360Connext

NOVEMBER 5, 2014

Reading all sorts of books could open your employees up to new possibilities around how to deliver a great customer experience, how to empathize with people in difficult situations, and how to innovate for the next wave of what you deliver. Maybe instead of books you recommend articles or blogs to discuss.

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

Experience Investigators by 360Connext

NOVEMBER 26, 2014

I recently sent a letter to the CXI® Club listing some things I’m thankful for this year, but I wanted to be sure this part was not exclusive to people on our mailing list: I’m very thankful for you, reading this [letter] and our blogs each week. You can read the rest of the letter here.).

Banking 286

Banking Loyalty Culture Social Media 286

Experience Investigators by 360Connext

OCTOBER 20, 2014

Trying to manage the outcome from humans is vexing, whether they are employees or customers. When we speak of employee engagement and happy workplaces, we often leave out the customer. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Experience Investigators by 360Connext

APRIL 2, 2015

That’s the power of social selling. Tom and I also had fun comparing the bad pitches we receive via LinkedIn’s inbox…and consider starting a Tumblr blog about bad social selling examples! 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Sales 110

Sales Marketing Social Media Consulting 110

Experience Investigators by 360Connext

APRIL 10, 2015

This was one of the things we discussed with Shonali Burke , a leader in PR and social strategy and President and CEO of Shonali Burke Consulting , on the latest episode of Crack The Customer Code , the podcast I co-host with Adam Toporek. Shonali explains, in her lovely accent, how social is the standard now. Shonali Burke.

Social Media 110

Social Media Marketing Customer Journeys Consulting 110

ShepHyken

NOVEMBER 30, 2018

Customer-centric organizations do not invest in chatbots for the sake of “keeping up with the Joneses.” They invest to meaningfully improve the customer experience. The proper first step therefore involves identifying a clear pain point or efficiency gap within the customer engagement journey. It Had Better Be!

Omni-Channel 95

Omni-Channel Self Service Policies Abandon Rate 95

Experience Investigators by 360Connext

NOVEMBER 12, 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.

Brands 259

Brands Hotels Consulting Loyalty Programs 259

Experience Investigators by 360Connext

APRIL 23, 2015

I asked Amy about how she hears from customers like me, who sometimes are using their app on a daily basis. Amy shared how they rely a lot on social media , where travelers tweet or post about both the good (it saved me!) 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Social Media 110

Social Media Travel Rewards Programs Innovation 110

Experience Investigators by 360Connext

DECEMBER 31, 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.

Entertainment 247

Entertainment Leadership Social Media B2B 247

Experience Investigators by 360Connext

SEPTEMBER 25, 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.

Loyalty 272

Loyalty Banking Social Media Consulting 272

Experience Investigators by 360Connext

JANUARY 19, 2015

As customers, we are expecting a lot from companies who are using social media to respond to customer service issues. We expect ALL companies to be responsive when we go to them via social media. Studies from Ambassador and Social Bakers reveal how mismatched our expectations are with reality.

Social Media 110

Social Media Customer Service Call Center Study 110

Experience Investigators by 360Connext

NOVEMBER 6, 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.

Omni-Channel 258

Omni-Channel Trends Retail Ecommerce 258

Experience Investigators by 360Connext

MARCH 30, 2015

In case you didn’t know it, the only marketing we’ve ever done here at 360Connext is blogging , speaking and social sharing.) One of the smartest experts on this subject is Andy Crestodina , co-founder of Orbit Media and the author of Content Chemistry. And I may have asked him to marry my blog. I’m a believer.

Marketing 110

Marketing Social Media Consulting Leadership 110

Experience Investigators by 360Connext

OCTOBER 15, 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.

Social Media 275

Social Media Consulting Conference Communication 275

Experience Investigators by 360Connext

DECEMBER 15, 2014

So how can organizations use these programs in a way that keeps this top tier happy and loyal without alienating or confusing the 99% of customers who might become part of this elite group in the future? One disappointed customer can create quite a stir, as this British Airways customer did when he paid to promote a tweet about his rage.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Verint

SEPTEMBER 6, 2017

However, with socially connected millennials and the next generation of workers about to enter the workforce (Generation Z born after the year 2000), employers may need to re-introduce the scheduled break—not for a cigarette but to catch up on your social media feed. Share your story below.

Social Media 36

Social Media Study Analytics Engagement 36

Experience Investigators by 360Connext

OCTOBER 22, 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.

Touchpoint 302

Touchpoint Customer Journeys Social Media Consulting 302

Experience Investigators by 360Connext

OCTOBER 13, 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 Experience 301

Customer Experience Social Media Consulting Employee Engagement 301

Experience Investigators by 360Connext

FEBRUARY 23, 2015

When asked about how GM incorporated the voice of the customer into their designs, he mentioned inviting in groups of customers to show them new ideas, listening to customers on social media , and inviting in those customers who already love a product to help them with how to make it even better.

Innovation 110

Innovation Consumers Social Media Feedback 110

Experience Investigators by 360Connext

DECEMBER 10, 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 Satisfaction 243

Customer Satisfaction Survey Retail Social Media 243

Experience Investigators by 360Connext

FEBRUARY 18, 2015

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.

Innovation 110

Innovation Feedback Automotive Social Media 110

Experience Investigators by 360Connext

NOVEMBER 13, 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 Confidence 279

Customer Confidence Report Loyalty Programs Retail 279

Experience Investigators by 360Connext

OCTOBER 16, 2014

Target has customers who have children who have Down syndrome, and some of them blogged about how happy they were to see their families represented. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Blog Customer Experience Featured Entrepreneurship linkedin'

Culture 259

Culture Social Media Consulting Communication 259

Experience Investigators by 360Connext

SEPTEMBER 11, 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.

Company 231

Company Hotels Social Media Innovation 231

Experience Investigators by 360Connext

NOVEMBER 3, 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.

How To 271

How To Leadership Social Media Consulting 271

Michelli Experience

JUNE 28, 2016

From there, I work with leaders to determine what they want to be known for and what they want to hear their customers say about them. For years companies have been trolling social media to see what customers post about brand experiences. Listening to customer is always a great idea.

Brands 185

Brands Social Media Financial Analysis 185

Experience Investigators by 360Connext

SEPTEMBER 24, 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 282

Customer Journeys Social Media Consulting Travel 282