Experience Investigators by 360Connext

MAY 7, 2024

Why Customer Experience Leaders Need to Develop an AI Strategy Today (Even if You’re Not Ready) Artificial intelligence is so ingrained in our daily lives that it’s now unavoidable — and evolving rapidly! As customer experience leaders, it’s our responsibility to learn how we can apply AI to transform our customer experiences.

Strategy 143

Strategy Customer Experience Self Service How To 143

Experience Investigators by 360Connext

MARCH 8, 2021

“ Customer service shouldn’t just be a department; it should be the entire company” – Tony Hsieh (CEO, Zappos) . To deliver exceptional customer experiences, everyone in your organization needs to be on board. Path 1: Customer Experience 101. What DOES customer experience mean and why should we care?

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

Experience Investigators by 360Connext

JULY 11, 2023

Organizations are increasingly recognizing the importance of delivering exceptional customer experiences. However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. “We’re going to be customer-centric ! .

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Gainsight

APRIL 9, 2024

Our mission is to create a thriving culture of community within the technology space. Nick Mehta, CEO at Gainsight and Kellie Capote, Chief Customer Officer at Gainsight kicked off the event and dove deep into why communities are important within the workplace and how to start building them. The cure for this is community.

Connections 52

Connections Chief Customer Officer e-support Roadmap 52

Customer Bliss

JUNE 20, 2019

In this episode, I chat with Bob Thomas , the first chief experience officer at The YMCA of the Greater Twin Cities, about establishing a scalable CX initiative at a nationwide non-profit. We talk about some of the strategic approaches that he and his team took to improve the organization’s culture, and employee and customer experience.

Employee Experience 128

Employee Experience Culture Customer Experience Customer Journeys 128

Lumoa

AUGUST 23, 2021

In any case, customer experience used to be the largest way to differentiate your brand among the turbulent sea of competition. New ways of interacting with customers A recent study from CMO found that 84% of companies were using social media for brand building and more than 54% have used it for customer retention.

Customer Experience 236

Customer Experience Social Media Video Analytics 236

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Experience Investigators by 360Connext

DECEMBER 3, 2019

Better at serving customers. HOW will learning have an impact on customers? How will we connect the dots between efficient behaviors internally and understanding customers? Here are a few ideas to help bridge the gap between “I’ve checked the box” learning to “I can’t wait to help our customers achieve more.”.

Customer Experience 190

Customer Experience Culture Chatbots Connections 190

ECXO

APRIL 13, 2023

Navigating the Complexities of Customer Experience Across European Cultures Article source here : CX maturity models in Europe vary from country to country. Others are more advanced in adopting, implementing and optimising customer-centric strategies. Europe is a multicultural, diverse tapestry of nations and people.

Culture 52

Culture Customer Experience B2B B2C 52

Help Scout

APRIL 29, 2021

Your customer service culture is not what your fancy “Customer Guarantee” promises, and it’s not whatever you say it is in your new employee handbook. Your culture is the set of beliefs held by your employees about your company: who and what it is for, what it values, and how they act in response to those beliefs.

Culture 139

Culture Customer Service How To Policies 139

BlueOcean

OCTOBER 8, 2021

Clients of all types turn to our company to make sure their customers receive a high level of service excellence. But as some of you may already know, pursuing customer experience mastery can sometimes mean aiming at a moving target. But did you know that we’re currently living in The Age of the Customer?

Customer Experience 177

Customer Experience Contact Center Culture Study 177

Vonage

JULY 13, 2017

When a business clearly defines its customer service culture in its mission statement, values and goals, great things can happen. A great example of how a finely crafted mission statement can create a customer service culture comes out of Singapore. Key learning point to customer service culture. Absolutely.

Culture 174

Culture Customer Service Hotels Hospitality 174

Customer Bliss

NOVEMBER 28, 2017

How do you transform the culture and operations of your company to benefit the lives of your customers? Determine What Your Customers Value and What Makes Them Happy. Sami and his colleagues in the C-Suite wanted to know what customers really thought of American Bath Group. What are their minimum expectations of you?

Culture 197

Culture Customer Centricity Customer Journeys Company 197

Customer Bliss

JANUARY 17, 2019

In today’s episode, I chat with CCO Lisa Henken Ramirez, about implementing customer experience Netspend , a young, a finance-related company. As the banking industry continues to focus more on customer experience and innovation, I think this is a good conversation to have at the beginning of 2019.

Connections 190

Connections Company How To Chief Customer Officer 190

Experience Investigators by 360Connext

AUGUST 27, 2019

The employee experience can feel hard to manage. And those are all valid and exciting ways to define the next phase of customer experience for your organization. But your employees need to care – really, truly, deeply care – before anything can really happen for your customers. Culture change is HARD.

Employee Experience 146

Employee Experience Customer Experience Culture Retail 146

CX Accelerator

MAY 28, 2019

There is no place in the world I’d rather work than in Customer Service. On a good day, we are working to resolve customer inquiries as quickly and effectively as we can. While many factors are outside of our control, there are plenty of essential aspects of the work experience that we do hold sway over.

Culture 140

Culture Contact Center Customer Journeys Groups 140

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization, through a CX Mission Statement and CX Success Statement , are so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 178

Communication Tips Customer Journeys Customer Experience 178

Experience Investigators by 360Connext

SEPTEMBER 5, 2023

“We are dedicated to becoming a customer-centric company.” HOW exactly does a standard organization, built on the gospel of sales and customer acquisition, become customer-centric? 5 Steps to Take To Be More Customer-Centric 1. WHY is this idea of “customer-centricity” so challenging? Here’s your training guide.

Customer Centricity 271

Customer Centricity Customer Journeys Connections Feedback 271

CSM Magazine

MAY 9, 2018

Kristina Evey examines the importance of culture on the customer experience and provides some key ways to make your ideal culture a reality. Every company has a culture whether you’ve defined it or not. How is the engagement between leaders and staff, staff and customers? What is the environment like?

Culture 65

Culture Company Customer Experience Leadership 65

ShepHyken

OCTOBER 10, 2023

It’s about the entire customer experience. If a promise to provide value in the CX is built into a company’s mission and values statements, it potentially becomes part of the culture. Imagine if your organization were bold enough to state that the value it delivers to customers would make price irrelevant. It’s simple.

Culture 147

Culture Customer Service Training Employee Experience Course 147

Integrity Solutions

NOVEMBER 22, 2022

With employee turnover one of the most serious internal threats credit unions and banks face today, many forward-thinking financial institutions are taking a hard look at their organizations culture and opportunities to change. Identifying and communicating the desired culture is only the beginning.

Employee Engagement 79

Employee Engagement Banking Culture Engagement 79

Wired and Dangerous

AUGUST 3, 2020

Customers today are picky, fickle, vocal, and vain. This customer narcissism has been forged both through the treatment provided by service providers as well as their newfound muscle to get their way in the marketplace. The staff at Relae were experts in connection making and understood all of the high-value touchpoints in our journey.

Customer Experience 103

Customer Experience Touchpoint Loyalty Travel 103

Magellan Solutions

NOVEMBER 24, 2023

A 5% increase in customer retention can increase business profits by up to 95%! Customer satisfaction can influence customer loyalty, retention, and referrals. Moreover, it’s a lot cheaper to retain existing customers than to acquire new ones. This allows continuous operations for customer support.

Customer Experience 52

Customer Experience Government Multi-Channel Social Media 52

ShepHyken

JUNE 7, 2019

This week we feature an article by Molly Moore about why phone calls and online chat can make the difference between customer-centric brands and everybody else. In fact, nearly t wo-thirds (65%) of potential customers want to reach brands by phone. Consumers want to connect with your business.

Connections 118

Connections Customer Centricity Consumers Culture 118

CX Accelerator

NOVEMBER 11, 2022

Collaboration with Ben Motteram and Nate Brown To transform an organization into one that is more customer centric is a complex task that requires many different skills. Customer experience is multi-disciplinary. Customer Insights/Measurement/Analytics. Customer Journey Mapping. Employee Experience.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Experience Investigators by 360Connext

NOVEMBER 5, 2014

Of course, reading is a fundamental aspect to learning and growing. Reading can be encouraged around company values and topics, specific employee development or even great novels which teach us about different cultures or issues. How Net Promoter Companies Thrive in a Customer-Driven World . Apparently, reading is good for us!

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

Calabrio

JUNE 29, 2020

I ha ve title d this blog post “ Lucky Seven” but it is of course not luck that has us gaining this recognition for the seventh year running. As we navigate the evolving world of work throughout 2020 and beyond , the time and effort we have put into building our culture will also carry us forward.

e-support 264

e-support Culture Innovation Employee Engagement 264

Customer Bliss

JUNE 22, 2017

I want to bring up an interesting example of customer experience innovation that has been discussed (but not directly) in recent weeks. BTW, the overall idea of “customer experience innovation” is obviously very far-reaching, and numerous books have been written on it. This is just about one aspect.).

Innovation 237

Innovation Customer Experience How To Advertising 237

SurveySparrow

JUNE 21, 2020

It’s “NOT” about “Culture fit,” but about complimenting your culture that defines success…. Back in 2009, when Netflix introduced their Culture Code Deck, they shook organizations all over the world by their roots, & has been viewed more than nineteen million times. And why do we need them?

Culture 98

Culture Handbook Guidelines System 98

Stella Connect

JANUARY 18, 2022

In the early stages of my career I analyzed my interactions with brands, products or services, looking for common themes — a crazy-making activity that eventually led to my first book, The Ten Principles Behind Great Customer Experiences. What makes creating great customer experiences so difficult in practice?

Customer Experience 102

Customer Experience Contact Center Guest Experience Training 102

Experience Investigators by 360Connext

OCTOBER 9, 2019

The C-Suite Leader was asking a seemingly straightforward question: What is customer experience, really? This person did not have Customer Experience in their title. Leaders today are charged with big, bold initiatives like “Cultural Transformation” without a playbook or even a proper goal.

Customer Experience 110

Customer Experience CEM Net Promoter Score Customer Journeys 110

Beyond Philosophy

APRIL 15, 2019

Defining and managing your customer service culture is a significant issue for many organizations. Today we share some important considerations for establishing your customer service culture as well as the best practices of the leading customer service organizations. Then, you implement it.

Culture 114

Culture Customer Service Leadership Airlines 114

Thematic

JUNE 28, 2023

Large Language Models (LLMs) are set to revolutionize the way customers engage with technology and receive personalized services. If you work in customer experience (CX), then hold on to your hat - in this article I’ll explore how LLMs can make a radical difference in your work. Here are the answers: 1. Yes and no.

Customer Experience 62

Customer Experience Chatbots Social Media Training 62

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

Experience Investigators by 360Connext

MARCH 31, 2020

And right now your customers are looking to you for exactly how they can get through this, too. Your customer experience team is looking to you, also. Your CX teams and customer service agents are most likely working in a more isolated environment than in the past. We will get through this. Click To Tweet.

Customer Experience 162

Customer Experience Video Communication Resources 162

CSM Magazine

JANUARY 8, 2024

But what we customers rarely consider is how these letdowns often start with inefficient manufacturing processes. The truth is, as a maker and shipper of products, your manufacturing efficiency has a huge impact on customer satisfaction. But how specifically does efficient manufacturing connect to good customer experiences?

Customer Experience 52

Customer Experience Competitive Advantage Guidelines Loyalty 52