Strong Emotional Connections = Great Customer Experiences!

Wired and Dangerous

Connect with or walk into one of your favorite service providers and you immediately feel the difference in the experience that makes this establishment one of your chosen few. How can you make a strong emotional connection with customers?

Strong Emotional Connections Required for Great Experiences!

Wired and Dangerous

There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful. How can you make a strong emotional connection with customers?

Connecting Employee Experience and Customer Experience

GetFeedback

The post Connecting Employee Experience and Customer Experience appeared first on GetFeedback Blog. Every company wants to improve its customer experience. But if you only examine your relationships with customers and fail to look under the hood, you might get nowhere. More and more, research suggests that employee experience (EX) and customer experience (CX) are intertwined, and in order to improve on one, you have to improve on the other.

Why Human Connections Never Go Out of Style

360Connext

As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. Human connections make a huge difference in B2B. Each one connects with emotion and personalization.

Turning Your Contact Center into a Profit Center by Leveraging Chat

Speaker: Tony Medrano, CEO of RapportBoost.ai

Technology has allowed for more instant communications, creating a new opportunity for businesses to connect with customers. Live chat as a communication channel has significantly grown in recent years as the leading digital contact method, according to J.D Power.

Connecting Customer Experience Goals to Financial Metrics to Prove ROI

CloudCherry

Path analysis – creating hypothesized causal connections between sets of variables (e.g. product quality, customer service), and providing estimates of the significance and impact of those connections on the customer experience. Connecting Your CEM Goals to Financial Metrics.

ROI 195

Oh the Humanity! Creating Stronger Human Connections in Customer Service

Who's Your Gladys?

Ever feel like the human connections in customer service are at risk? Even with advancements in artificial intelligence, combined with more use of chatbots and pre-recorded messages, creating strong, human connections with customers reigns supreme when it comes to customer loyalty.

Innovative Service: Customer Connections for Great Experiences!

Wired and Dangerous

There is no doubt that the product or outcome they deliver is one you value and trust but most likely they make a strong emotional connection with you that you find meaningful. How can you make a strong emotional connection with customers?

Connect with Customers for World-Class Understanding: 4 “Free” Ways for Every Business

C3Centricity

The post Connect with Customers for World-Class Understanding: 4 “Free” Ways for Every Business appeared first on C3Centricity. Connecting with customers Observation Understanding personas

Magic Mirror Reflects Major Innovation for the Connected Consumer

360Connext

Visit me on the web at MikeWittenstein.com More Posts Follow Me: The post Magic Mirror Reflects Major Innovation for the Connected Consumer appeared first on Customer Experience Consulting.

Connecting With The Need To Connect: Watching People Eat Online

Michelli Experience

What are the additional needs (beyond products) you can fulfill to deepen your connection with your customers? In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand.

Moving Customer Service to Customer Experience and How It Benefits Your Business

Speaker: Kristina Evey, Customer Experience Strategist, The Customer Experience Podcast for Business Leaders

The psychology behind consumer behavior and experiences will be addressed as a foundation leading to the methods to build connection with customers to drive loyalty. This webinar will do a deep dive into the mindset, processes and methods of building a successful Customer Experience.

Five Conditions to Repair the Emotional Connection with Your Customer

Customer Bliss

Repairing the emotional connection with your customers and reaping good results has conditions. Decide to Say Sorry beloved companies decide to say sorry driving culture change repair emotional connection with customers

Connecting With The Need To Connect: Watching People Eat Online {Infographic}

Michelli Experience

{Infographic} Empathy and Connection: The Not So Secret Weapons for Customer Experience and Life Success

Michelli Experience

The post {Infographic} Empathy and Connection: The Not So Secret Weapons for Customer Experience and Life Success appeared first on Joseph Michelli. Customer Experience Human Performance Infographic Joseph Michelli empathy human connection life success__. Joseph A. Michelli, Ph.D.

Connecting with Today’s Wired & Dangerous Customers

Wired and Dangerous

Today, internet connections, whether blogs, tweets or other forms of social media, have five times the impact of traditional word of mouth. Recently John’s son Chad complained about the speed of their internet connection.

The (Large) Connection Between Emotion And Loyalty

Experience Matters

In case you missed it, we labeled 2016 as The Year of Emotion in our annual listing of CX trends. To help organizations better understand customer emotions, we created the Intensify Emotion Movement. Why did we put so much of a focus on emotion? Because it drives loyalty. We tapped into our recent consumer benchmark study to […]. Customer experience Emotion ROI of Customer Experience

Customer Experience Index Reveals Brands Lack Human Connection

Forrester's Customer Insights

Forrester’s 2018 Customer Experience Index (CX Index™) results continue to show that companies are struggling to create and sustain a human connection with their customers.

Leadership Connection: Connecting to Inner Circle Removes These Threats

Kate Nasser

Top leadership connection to inner circle removes these key threats to success. Connect and engage to succeed. The post Leadership Connection: Connecting to Inner Circle Removes These Threats appeared first on KateNasser.com.

Make More Human Emotional Connections (Video)

Experience Matters

In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year. Here’s a short snippet from my speech where I discuss the […]. Customer experience Emotion

Enterprise Connect 2017: Contact Center Round-up

inContact

2017 was arguably the biggest and best year ever at Enterprise Connect 2017 for those who care about contact centers. The post Enterprise Connect 2017: Contact Center Round-up appeared first on inContact Blog.

An Even Better Connection: What Salesforce’s Customer 360 Means to the Value of Voice Data

NewVoiceMedia

The Anypoint Platform connects the applications’ APIs directly to Customer 360. After the APIs have been connected, a click-based U/I allows the management of the data to be mapped and reconciled. Hang around the CRM space long enough and you’re bound to hear the term “360-degree view of the customer.” It’s a shorthand way to talk about knowing a lot about the customer – although 360 degrees is a nearly unachievable ideal.

Connecting Customer Profitability to Customer Experience

Customer Bliss

Customer growth and profitability metrics must be connected clearly to customer experience to gain executive and board support and to warrant the investment of people, time and financial resources.

When Mistakes Happen – Make it Right and Repair the Emotional Connection

Customer Bliss

They repair the connection and earn the right to grow. Customer Experience Toolkit Accept accountability apology peace process decide to say sorry driving culture change repair the emotional connection

Retail Customer Experience Needs Connection

Storyminers

The retail customer experience will need greater connections than ever before as social media and mobile will play a big role in holiday shopping and beyond.

Connecting the Dots: Where Customer Experience and Employee Engagement Converge

MaritzCX

Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. Gallup, who tracks U.S.

Memes to explain the connected customer

NewVoiceMedia

And Salesforce’s State of the Connected Customer report hit the nail on the head. In the latest report, there was a notable slant toward the connected/innovation culture of millennials. Check out this whitepaper for more about serving the connected customer.

How Hallmark Business Connections “does” Customer Experience, With Rhonda Basler – CB66

Customer Bliss

Rhonda Basler and I discuss how Hallmark Business Connections is helping companies build bonds with their customers — by extending their own products and services. Rhonda Basler currently leads the Customer Engagement team at Hallmark Business Connections, Hallmark’s B2B subsidiary.

Building Customer Loyalty: 3 Habits That Create Strong Customer Connections

Who's Your Gladys?

The post Building Customer Loyalty: 3 Habits That Create Strong Customer Connections appeared first on Who's Your Gladys? It takes more than quality products and services to gain customer loyalty. It’s the “customer experience” that makes or breaks client ties.

3 Keys to Building Customer Engagement – Connect, Automate, Iterate

inContact

This demands an agile and frictionless CX environment that connects and automates existing and new applications across the ecosystem – allowing iterative and real-time process design without ripping and replacing existing systems. Connect.

Space, Coke, and Apples: Connecting Tech Advancement to Customer Need

MaritzCX

Innovation | Technology | Design There is a point at which your potential client becomes a customer, another point where they become a loyalist, and another when they’ll do anything they need to keep up with you because it wouldn’t make any logical sense to do otherwise.

Space, Coke, and Apples: Connecting Tech Advancement to Customer Need

MaritzCX

Innovation | Technology | Design There is a point at which your potential client becomes a customer, another point where they become a loyalist, and another when they’ll do anything they need to keep up with you because it wouldn’t make any logical sense to do otherwise.

Three Tips for Fostering Emotional Connection with Customers

Wired and Dangerous

Be the Attitude You Want Your Customers to Show – We all enjoy serving happy customers. You can help them act pleasant by showing them how. Aim your best smile and warmest attitude toward your customer. Optimism and joy are contagious.

Understand Customers’ Lives & Connect to Customer Behavior

Customer Bliss

Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data. This common path will galvanize leaders to focus on the few key areas of improvement connected to customer growth, driving greater results and increased understanding of this work. The post Understand Customers’ Lives & Connect to Customer Behavior appeared first on Customer Bliss.

Preparing for the Connected Customer

Astea

This new class of “connected customers” now measures the success of their interactions with service organizations against the experiences they have had with other types of services such as FedEx, Amazon, and Uber. It’s no secret that the level of digital connections is exploding, and for customers the pervasiveness of connectivity is accelerating and heightening expectations of service quality,” Sterling said.

6 Ways to Stay Connected with Your Customers

Provide Support

Stay Connected with your Customers. That is why it is important to stay connected with your customers and keep them informed about your company innovations and events. Articles Best Practice Tips and Tricks customer connection customer experience superb customer experience

3 Ways Technology Can Build an Emotional Customer Connection

Smarter CX

According to Harvard Business Review , companies that connect with consumers’ emotions will not only see a huge payoff in growth and profitability, but in brand awareness and loyalty. The post 3 Ways Technology Can Build an Emotional Customer Connection appeared first on SmarterCX.

People Skills Connection: Use Names Not Ma’am Sir | #PeopleSkills

Kate Nasser

Powerful people skills connection starts w/ using names vs. sir/ma'am. The post People Skills Connection: Use Names Not Ma’am Sir | #PeopleSkills appeared first on KateNasser.com. Customer Service People Skills Sales Soft Skills communication connection customer experience Customers dignity humanity interaction interpersonal skills Leadership name relationships respect sales Teamwork trust Ultimate Customer Service

Understand Customers’ Lives & Connect to Customer Behavior

Customer Bliss

Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data. This common path will galvanize leaders to focus on the few key areas of improvement connected to customer growth, driving greater results and increased understanding of this work. The post Understand Customers’ Lives & Connect to Customer Behavior appeared first on Customer Bliss.

How to Win in the World of Connected Customers

Kayako

And as social media platforms like Twitter and Facebook have risen up to the mainstream, and mobile internet and smartphone usage has boomed, customers have become much more connected. What is the connected customer? Now, customers are far more connected to both brands and each other.

WEBINAR: Elevating Service for the Connected Customer

Kerry Bodine

Salesforce Research’s Second Annual State of Service study surveyed over 2,600 global service professionals to understand what trends are driving the future of customer service, and what practices set high-performing teams apart from the rest.

Evaluate How Real You Are in the Moments of Connection

Customer Bliss

They become beloved because of how they connect with customers in their lives. How would you rate your intent and ability to obsess about the moments of connection – the key interaction points with customers ?

The Value of Connecting with Other #CX Professionals

CX Journey

There’s a lot of value in connecting with other customer experience professionals, whether those connections are made through the CXPA or not. Get involved and connect with other CX professionals.