CSM Magazine

APRIL 9, 2019

Companies who truly want to build an engaged workforce must look at employee connection and involvement. We all have been part of an ’employee engagement’ initiative, whether an individual program or a full-fledged organizational imperative. Some customers’ credit scores were even impacted.

Employee Engagement 40

Employee Engagement Engagement Hospitality Effort Score 40

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is more than a full-time job. Create or revise your customer experience mission statement. Deputize someone in each department as the customer advocate. It’s their job to truly represent the customer in every meeting. It’s their job to truly represent the customer in every meeting.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. Watch out for these sneaky ways typical business methods lead to customer defection. Never dealing with customers. Keeping customer praise to yourself.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Strativity

MARCH 6, 2020

Throughout Strativity’s 17+ years, we’ve developed fundamental principles and frameworks to help our clients avoid roadblocks and accelerate success with their customer experience initiatives — and now we’re sharing what we’ve learned with CX leaders like you. Learn More: 7 Tips to Unite Your Team Around Customer Experience Strategy.

Consulting 52

Consulting How To Roadmap Leadership 52

CX University

JULY 9, 2018

And in return for that sense of real, authentic meaning, they will be willing to give more of themselves, aspire to higher productivity, spiraling innovation, and off-the-charts customer satisfaction. Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

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

OCTOBER 20, 2014

As business owners, we want to believe if we INTEND to have a customer-focused organization, we will! It’s organic – we just ARE customer focused. Consider the ways growth and scale as an organization can threaten the focus on the customer. Culture supporting a customer focused organization includes: Playfulness.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Experience Investigators by 360Connext

OCTOBER 9, 2014

For the second year in a row, customer experience professionals around the globe celebrated Customer Experience Day , affectionately known as CX Day. In Chicago, I was happy to be a part of the celebration, as one of the Customer Experience Professionals Association local networking events happening simultaneously around the world.

Social Media 279

Social Media Customer Experience Professionals Consulting Employee Engagement 279

Calabrio

JUNE 29, 2020

This is such an honor because the rankings are not based on a panel of outside judges, but the ratings of each company’s own employees for employee engagement, organizational health and job satisfaction. . More than ever we need to operate as a truly connected, global company.

e-support 264

e-support Culture Innovation Employee Engagement 264

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder. Share the best stuff!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

DECEMBER 3, 2014

moments that make a big difference in the customer experience. 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

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.

Employee Experience 60

Employee Experience Connections Customer Experience Call Center 60

Experience Investigators by 360Connext

OCTOBER 6, 2014

A few years ago, I would utter the phrase “customer experience” and get the strangest looks from people. Here, without further ado, are the reasons I believe customer experience is the key to happy customers , employees and people in general. Great customer experiences can do that. Times have changed.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

Experience Investigators by 360Connext

NOVEMBER 5, 2014

Considering how much we ask employees to “own” the customer experience, why not form a company-wide book club to encourage learning and development in this area? How Net Promoter Companies Thrive in a Customer-Driven World . Get to know NPS a little with this updated edition of the classic customer experience book.

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

Experience Investigators by 360Connext

SEPTEMBER 18, 2014

Customers are seeking your attention in immediate and demanding ways. Welcome to Multi-Channel Customer Support. One of the many challenges of this type of connectivity is how these systems were originally set up. Customer Service, a stand alone department in many companies, remains a call center. Take showrooming.

Multi-Channel 268

Multi-Channel Social Media Call Center Retail 268

Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. What’s the value of customer experience? Whether by your customers or from within your organization, the value of customer experience can be measured in so many ways.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Experience Investigators by 360Connext

NOVEMBER 12, 2014

The North Face asked customers to walk their talk recently in Korea. In this viral video, customers who identified as those who seek adventure were given a choice. And it’s a great way to help customers identify with your products and experience. These customers had, after all, self identified as adventure seekers.

Brands 259

Brands Hotels Consulting Loyalty Programs 259

Michelli Experience

NOVEMBER 1, 2016

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.

Connections 100

Connections Social Media Video Customer Experience Design 100

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% Those question are: 1) Really? correlation.

Employee Engagement 60

Employee Engagement Engagement Customer Experience Effort Score 60

Experience Investigators by 360Connext

DECEMBER 5, 2014

Customers, and those of us who serve them, have one thing in common, no matter what the industry or situation. The most exciting companies change the game by innovating around their customer experience. These are the types of questions Adam Toporek and I will be covering in our new business podcast: Crack The Customer Code!

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

Experience Investigators by 360Connext

OCTOBER 22, 2014

Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. Customer touchpoints in general are not often understood or appreciated from the customer’s perspective. Understanding the actual touchpoints your customers have with your organization is a basic part of that understanding.

Touchpoint 302

Touchpoint Customer Journeys Social Media Consulting 302

Experience Investigators by 360Connext

SEPTEMBER 25, 2014

Customers every day are expressing how they feel – publicly – about these emotions. And yet, there are simple ways to reward customers. Check out these simple ways to increase customer loyalty. Surprise with random, small rewards for loyal customers! I’ve been a loyal customer for over 10 years!

Loyalty 272

Loyalty Banking Social Media Consulting 272

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 64% have made future purchases from a company’s competitors after experiencing poor customer service.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

If there is one way to create a better customer experience, it’s this: Advocate. But what about customer advocacy? They became antagonists to the very customers they are supposed to serve. And they are never asked to advocate for the customer. Shame on the C-level for assuming customers aren’t paying attention.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Apply this idea to relationships with customers , and you’ll see everyone, whether customer or company, needs to make a withdrawal from the relationship bank at times. It only works when your customer believes it was beyond your control , not foreseeable, or the like. Care about your people before they become customers.

Banking 286

Banking Loyalty Culture Social Media 286

Experience Investigators by 360Connext

OCTOBER 13, 2014

There is nothing more organic than how a passionate entrepreneur creates experiences for his or her customers. Design your ideal customer experience by asking and answering these five key questions. If you are promising to overcome an obstacle, then make sure everything helps your customer do that. What is that promise?

Customer Experience 301

Customer Experience Social Media Consulting Employee Engagement 301

Experience Investigators by 360Connext

DECEMBER 15, 2014

For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. How do you gauge customer value?

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Daniel Group

JANUARY 26, 2022

The Daniel Group’s extensive CX data effortlessly reveals the top three reasons to start a Customer Experience program at your B2B company that has nothing with online buzz. Right now, Customer Experience (CX) is one of those topics getting a lot of attention. If you do a Google search on Customer Experience, it returns 4.2

Customer Experience 105

Customer Experience B2B B2C Touchpoint 105

Experience Investigators by 360Connext

OCTOBER 29, 2014

It feels that way to loyal customers sometimes, thanks to customer rewards reserved for those walking in the door. When customers feel neglected, they take to the Internet , and on these companies’ very sites I found dozens upon dozens of customers voicing how frustrated they felt. This is truly outrageous!”

Poor Customer Service 303

Poor Customer Service Loyalty Social Media Consulting 303

Experience Investigators by 360Connext

NOVEMBER 17, 2014

Cooks and the customers they serve who can see each other – literally – both feel better about the experience. A recent study found that if cooks in a restaurant kitchen could see the customers ordering and enjoying their food and the customers could see the cooks preparing it, the food tasted better.

Social Media 282

Social Media Study Consulting Customer Engagement 282

Experience Investigators by 360Connext

NOVEMBER 13, 2014

Customers need reassurance. The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. The survey results from consumers highlighted what customers are really seeking. This is another type of reassurance for customers.

Customer Confidence 279

Customer Confidence Report Loyalty Programs Retail 279

CSM Magazine

SEPTEMBER 28, 2018

From October 1-5, thousands of organizations around the world will recognize Customer Service Week. It’s encouraging to see companies across all types of industries make an effort to celebrate their commitment to customer satisfaction. In many cases, Customer Service Week falls flat on strategy.

Connections 40

Connections Customer Service Strategy Employee Engagement 40

Experience Investigators by 360Connext

NOVEMBER 6, 2014

While talk of customer showrooming and digital detraction are still big, there is a totally opposite trend happening. Retailers who once only sold online are building stores for customers to visit in real life. Why would companies who once touted online as the only way are moving into a more traditional model for customers?

Omni-Channel 258

Omni-Channel Trends Retail Ecommerce 258

Experience Investigators by 360Connext

DECEMBER 22, 2014

This happens to be an essential trait for reviewing, analyzing and improving customer experiences. And no matter how many processes, systems or auto-responders you have in place, customers always respond better to actual people. They lose a tremendous amount of meaning if you don’t connect the dots within the numbers.

Data 242

Data Social Media Analysis Consulting 242

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

If you are having trouble retaining customers, this could mean a variety of things. Customers could be upset about a change. A change in your product, the experience, the billing structure, the cost or any change could lead to customers jumping ship. Your customers could see you aren’t handling things in the way they want.

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

Michelli Experience

MAY 15, 2018

I was asked recently to provide a couple (of what a reader called “See Spot Run”) blogs concerning must-have and must not do elements of a successful customer experience business. In this case, that connection hopefully comes through shared experiences with that reader concerning our early adventures with Spot! Dick, Jane, and Spot.

Customer Experience 138

Customer Experience Customer Journeys Touchpoint Employee Engagement 138