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. How customer focused organizations communicate has everything to do with BOTH sides of that coin. Where have we gone wrong?

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Beyond Philosophy

DECEMBER 5, 2017

Although satisfied employees are generally supportive of the business, they likely won’t go beyond doing the basics of their job descriptions. An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Experience Investigators by 360Connext

DECEMBER 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.

Innovation 232

Innovation Customer Service Social Media Consulting 232

Experience Investigators by 360Connext

OCTOBER 15, 2014

Ann and I had communicated virtually for a number of years by then. By the time we both arrived at the party, we were well connected in person. Ann understands and communicates which rules are sacred and which rules are meant to be broken. (I’ve appeared first on Customer Experience Consulting. You are Ann Handley!

Social Media 275

Social Media Consulting Conference Communication 275

Experience Investigators by 360Connext

OCTOBER 6, 2014

Communicate in shareable ways. 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 Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Beyond Philosophy

MARCH 19, 2015

A recent article by a major employee research and engagement consulting organization led with the above headline. They were reporting on results of their national workforce tracking poll, the highlight of which was that employee engagement had risen 1.2% correlation. correlation.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

Call Experts

JUNE 5, 2019

There is a connection between employee experiences and customer experiences. Upset or frustrated employees are likely to affect your business and lead to unsatisfied customers. It is essential to focus on employee satisfaction. . Employee experiences are connected to customer experiences. More Blogs Menu.

Employee Experience 60

Employee Experience Connections Customer Experience Call Center 60

Experience Investigators by 360Connext

OCTOBER 22, 2014

Welcome Letter/Customer Communications. The challenge with viewing touchpoints this way is this approach often assumes the customer has a) been in a linear and direct relationship with the organization and b) reads and engages with these touchpoints in meaningful ways. appeared first on Customer Experience Consulting.

Touchpoint 302

Touchpoint Customer Journeys Social Media Consulting 302

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Customers are being educated about customer experience by providers and fellow customers, and as employees within provider organizations.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Experience Investigators by 360Connext

OCTOBER 16, 2014

The world is incredibly diverse, small, connected and transparent. Speaking in corporate overlord language in communications aimed at Generation Y. Translating communications in a way devoid of nuance or appropriate syntax. If you are communicating online, you are communicating with the world. Welcome them!

Culture 259

Culture Social Media Consulting Communication 259

Experience Investigators by 360Connext

SEPTEMBER 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.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Sharing useful content, supporting others, and generally connecting with people will proactively build relationships and make them want to become customers. More Posts - Website Follow Me: The post 3 Rules for Investing in Good Relationships with Customers appeared first on Customer Experience Consulting.

Banking 286

Banking Loyalty Culture Social Media 286

Qualtrics

APRIL 9, 2020

Communication is vital to not only those working remotely , but also managers, people team leaders, and the c-suite. Organizations should survey employees now; however, the content and tone of surveys should be adapted to reflect the current environment. We build connections by acknowledging that each of our experiences is important.

Communication 34

Communication How To Policies Feedback 34

Experience Investigators by 360Connext

DECEMBER 31, 2014

Join us later this month and then every month this year to discuss everything from customer communications to micromapping to customer experience leadership. More Posts - Website Follow Me: The post 3 Last-Minute Ways to Blast Off the New Business Year appeared first on Customer Experience Consulting. It’s all about you.

Entertainment 247

Entertainment Leadership Social Media B2B 247

Beyond Philosophy

JANUARY 24, 2018

Statements such as the assumption that positive employees feel satisfied; and, when satisfied, may recommend the company to others, are often cited. It’s time to re-think the assumptions of how both employee satisfaction and engagement impact customer behavior. There’s a cold reality to face.

Resources 100

Resources Company Consulting Employee Experience 100

Experience Investigators by 360Connext

FEBRUARY 5, 2015

Employees feel important when recognized by the big boss. Communicate more thoughtfully. A lot can change in a day or two, and communication tends to trickle down in dribs and drabs. More Posts - Website Follow Me: The post Confronting Your Customer Engagement Strategy Challenges appeared first on Customer Experience Consulting.

Customer Engagement 110

Customer Engagement Engagement Strategy Retail 110

Experience Investigators by 360Connext

NOVEMBER 19, 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 Service 257

Customer Service Company Customer Relationship Management Hospitality 257

Experience Investigators by 360Connext

DECEMBER 4, 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. appeared first on Customer Experience Consulting.

Healthcare 234

Healthcare Customer Experience Hospitality Social Media 234

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

While this is a specific example, it is typically indicative of how talent management and client communications are handled. More Posts - Website Follow Me: The post Metrics Killed the Customer Experience Star appeared first on Customer Experience Consulting. Your competition is quietly taking your customers away.

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

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. appeared first on Customer Experience Consulting.

Social Media 110

Social Media Marketing Customer Journeys Consulting 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. More Posts - Website Follow Me: The post Social Customer Care: What Every Marketer Needs to Know appeared first on Customer Experience Consulting. And yet many companies still don’t quite get it right. What about you?

Customer Care 110

Customer Care Social Media Marketing Conference 110

Russel Lolacher

APRIL 5, 2021

I have the pleasure of working within an organization that prioritizes customer service, which has been a huge benefit as we’ve worked to integrate our non-traditional pubic engagement and digital communications into the ministry’s operations. People connect with people, not brands – talk like a human.

Customer Care 98

Customer Care Government Communication Engagement 98

Experience Investigators by 360Connext

MARCH 30, 2015

Content marketing is here to stay, and as a one-to-one marketing and communications strategy , it can be very powerful. More Posts - Website Follow Me: The post Content Marketing Advice You Can’t Afford to Miss appeared first on Customer Experience Consulting. And I may have asked him to marry my blog. But that’s a dream of mine!

Marketing 110

Marketing Social Media Consulting Leadership 110

Michelli Experience

JUNE 26, 2018

Recently, while consulting for a customer experience client, I had someone ask me how to coach a front-line service professional not to use humor as a weapon against customers. Assist in communicating difficult feelings. Create an engage work environment. Humor and Customer Experience. Enhance feelings of well-being.

Customer Experience 184

Customer Experience Consulting Guidelines Tips 184

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. They communicate well. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8

Banking 138

Banking Culture Employee Engagement CEM 138

Experience Investigators by 360Connext

MARCH 5, 2015

Don’t communicate. If there is no communication, we can whip up a worst-case scenario faster than you can say Larry David. Deciding NOT to communicate is deciding TO disappoint. If the shipping is late or the product needs more time, communication is your best ally with customers. Communicate often.

Customer Service 110

Customer Service Sports Social Media Communication 110

Experience Investigators by 360Connext

NOVEMBER 26, 2019

They’ve identified and instilled the values that matter — not just the process — which gives employees and customers alike a “why” to support the “what.” But many of the businesses who partner with me via speaking, workshops or consulting are already operating at 110% capacity.

Customer Focused 208

Customer Focused Customer Centricity Call Center Communication 208

SurveySensum

MARCH 5, 2024

Employee feedback refers to the process of providing and receiving information about an employee’s performance, behavior, or contributions in the workplace. It is a two-way communication where employers share insights with employees, and employees, in turn, offer their perspectives.

Culture 52

Culture Feedback Survey Employee Engagement 52

Blake Morgan

JANUARY 20, 2022

A former teacher and economist, Adrian is now a consultant, author and speaker. He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Speaker, author and consultant Joseph’s mission is to help companies deliver memorable and extraordinary experiences.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Experience Investigators by 360Connext

APRIL 9, 2015

Some companies aim higher and try to express the values and responsibilities of the brand, but very few manage to communicate this successfully. appeared first on Customer Experience Consulting. Blog Customer Experience Featured brand promise communication Customer-Centric customer-focused linkedin mission statement'

Customer Focused 110

Customer Focused Multi-Channel Customer Centricity Social Media 110

Experience Investigators by 360Connext

MAY 27, 2015

” This means caring about your product pages and error messages and job postings and every piece of communication on behalf of you or your company. At each milestone in the customer journey, communication should be relevant, personalized AND relate back to the overall mission. This is where I get excited. Subscribe here!

Customer Experience 110

Customer Experience eBook Customer Journeys Social Media 110

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Experience Investigators by 360Connext

JULY 13, 2015

How often do you reach out with relevant, personalized communications? Very recent research on loyalty programs showed how customers are looking for more communication that’s relevant. But more than 40% believe the communications they’re receiving is NOT relevant today. That’s a huge opportunity.

Customer Journeys 110

Customer Journeys Social Media Travel Loyalty Programs 110

Experience Investigators by 360Connext

MAY 20, 2015

Customer-centric Culture & Communications. Did you know that only 30% of Americans feel truly engaged and inspired at their full-time jobs? It’s HR and communications executives who understand they have a culture that ignores the customer. And much of that culture starts with communication.

Customer Journeys 110

Customer Journeys Customer Experience Culture Communication 110

Wootric CX Blog

MARCH 23, 2020

Understanding how your employees are feeling right now has never been more important, nor more difficult. Wootric is offering free employee pulse tools to help you stay connected to your teams. You have a couple of options: Free employee pulse survey program . How to Start Sending Employee Pulse Surveys.

Resources 97

Resources Effort Score Survey Analytics 97

CX Journey

MARCH 17, 2016

Discover the importance of employee engagement and happiness in driving customer delight. Thus, technically, to build a customer-oriented business that is fully engaged in creating a delightful experience for your customers, you need to put your employees first. And it’s not just studies that prove this connection.

Employee Experience 80

Employee Experience Customer Experience Employee Engagement Customer Satisfaction 80

Experience Investigators by 360Connext

MARCH 23, 2015

They get to know their customers and communicate with them in the ways that create major engagement. I knew PEMCO was a special company for identifying and communicating with customers in such a unique and powerful way. appeared first on Customer Experience Consulting. Seriously, you need to see them all ! :-D.

Insurance 110

Insurance Social Media Consulting Employee Engagement 110