Experience Investigators by 360Connext

DECEMBER 17, 2014

He and his team help retail and service firm leadership teams improve their customer experiences with a unique combination of experience, service, and business design. Blog Customer Engagement Customer Experience customer service Featured Recent News connected consumer innovation linkedin'

Innovation 275

Innovation Connections Consumers Sports 275

Kustomer

FEBRUARY 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen uncovers the secrets to establishing employee and customer engagement with expert Suzzanna Rowold. Ultimately, the success of a CX team reflects on the example set by the leadership. TRANSCRIPT. Intro Voice: (00:04).

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

Education Services Group

FEBRUARY 3, 2021

As technology and tools for Customer Success evolve, pioneers in the industry are testing out new engagement strategies every day. In the Inaugural Customer Success Leadership Study , we found that many CS teams are still in the early stages of maturity when it comes to their tech stacks. Fast-forward to 2021.

Customer Success 59

Customer Success Customer Engagement Engagement Self Service 59

Bold360

JUNE 18, 2020

For one thing, social distancing keeps people from engaging face to face any more than they have to. Customers just don’t want that kind of high-touch, hand-holding treatment like they once did. Visual engagement can help to accelerate the ways that businesses stay close to customers. What is visual engagement?

Connections 71

Connections Engagement Self Service Insurance 71

CX University

JULY 9, 2018

Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two are more closely linked than sleeping pills with sleep, or ibuprofen with pain reduction (Moore and Humphrey, “The link between customer engagement and employee engagement”).

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

The DiJulius Group

MARCH 20, 2024

Uncover the secrets to fostering unbeatable customer service and leadership skills with Lakshmi Rengarajan, a dating industry researcher. This episode of The Customer Service Revolution explores the surprising similarities between dating and professional relationship-building. From the power of.

Customer Service 59

Customer Service Leadership Groups Connections 59

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. How will you define employee engagement and customer experience success?

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

Bold360

NOVEMBER 1, 2019

A big part of customer experience is how you engage with them. Did you know that experts in customer engagement are: 30% more likely to report double-digit growth. Source: Forrester, Build Competitive Advantage Through Customer Engagement and AI, Feb 2019. So getting better at customer engagement pays off.

Customer Engagement 40

Customer Engagement Omni-Channel Engagement Self Service 40

ShepHyken

DECEMBER 18, 2020

As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic. In the months that followed, I worked with leadership teams that were leveraging technology to drive connections with their employees and customers.

Leadership 72

Leadership Customer Experience Consulting Roadmap 72

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

ShepHyken

JULY 31, 2023

Understanding and predicting customer needs are key to effective customer engagement. By analyzing their data and journey, businesses can provide tailored assistance “in the moment” This not only solves customers’ problems efficiently but also strengthens the relationship.

Interaction 118

Interaction Chatbots Knowledge Base Contact Center 118

CX University

MAY 2, 2023

However, getting adult students to engage in their online courses can be a challenge. Here at CX University, we’ve noticed a steady increase in learner online engagement over the last several years. A positive customer experience can help build trust and loyalty, leading to higher levels of engagement.

Engagement 52

Engagement Gamification Course Case Study 52

Experience Investigators by 360Connext

JANUARY 5, 2015

After interviewing current and former customers, I identified a pattern. Customers LOVED the attention they received as new customers. Then it tapered off, they felt less connected and important, and they drifted to my client’s competitors. The others were his senior staff , his trusted leadership team members.

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

ClientSuccess

NOVEMBER 24, 2021

Today, we’re going to take a look at a fourth customer marketing initiative: engagement. Your customers can be your biggest advocates, your biggest cheerleaders, and some of your best resources for growth – if they’re engaged correctly. eBook: Customer Success Best Practices from 20+ Executives. Networking events.

Engagement 52

Engagement Marketing eBook Customer Relationship Management 52

Experience Investigators by 360Connext

JUNE 22, 2015

Marketers and other business leaders could actually prevent customer service issues by using social media to share more proactively with customers and their communities. Instead of hiding behind press releases and formal communication, social media engagement allows organizations to speak directly to customers and prospects.

Social Media 110

Social Media Engagement Video Innovation 110

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s become a big part of what Twitter is today, but hardly a way to show customers you care. Sharing useful content, supporting others, and generally connecting with people will proactively build relationships and make them want to become customers.

Banking 286

Banking Loyalty Culture Social Media 286

ProProfs Chat

APRIL 30, 2020

So hold on to your customers and have a look at some expert tips to engage customers during COVID-19. Tips for Customer Engagement in COVID-19 Outbreak. Opt for Innovative Ways to Reach out to Your Customers. Your customers want to talk to you. Further, be transparent and open to their concerns.

Engagement 85

Engagement How To Loyalty Programs Social Media 85

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. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Please enter your email to stay in the loop.

Entertainment 247

Entertainment Leadership Social Media B2B 247

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

Experience Investigators by 360Connext

NOVEMBER 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 Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Michelli Experience

NOVEMBER 1, 2016

I am not a futurist, so I won’t predict the likelihood that the internet will be overrun with a steady diet of videos of people savoring food but I can guarantee that brands that see products as the beginning of customer need fulfillment (not the end of it) will dominate those who believe products are enough.

Connections 100

Connections Social Media Video Customer Experience Design 100

Ecrion

FEBRUARY 14, 2019

Ecrion Software, a leader in the document production and CCM spaces, today announced it has restructured its Leadership Team in an effort to better align the company as it sees increased global growth. The restructuring of the Ecrion leadership team is focused on improving and further aligning sales, operations and marketing.

Leadership 40

Leadership Software CEM Insurance 40

Think Customers

FEBRUARY 1, 2024

The event centered its focus on the transformative role of artificial intelligence (AI) in shaping the customer experience (CX) landscape. CCW Austin delivered an immersive experience for attendees that covered the evolving intersection of AI, customer engagement, and leadership empowerment.

Data 52

Data Leadership Innovation Industry 52

Bold360

FEBRUARY 19, 2020

This year, we’ll be reimagining customer engagement start to finish, from first touch through resolution. By rethinking every area of customer engagement, you just might find new ways to differentiate your business. CXNext 2020: Engagement Redefined. May 12, 2020. Boston Marriott Long Wharf Hotel, Boston, MA.

Engagement 52

Engagement Case Study Hotels Connections 52

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

Kristina Evey

OCTOBER 8, 2014

Have them tell you a story of when THEY THEMSELVES have experienced wonderful and terrible service as a customer. Engaged employees are a critical complement to the customer focus. Engaged employees know that when the company succeeds, they succeed. From that point, spread the love 50/50 between customers and staff.

Customer Service 323

Customer Service Customers Customer Experience Management Leadership 323

Education Services Group

MAY 17, 2021

Customer Success is all about relationships. Your relationship with your customers, of course, but also the CS team’s relationship with other internal groups, and even their relationship with executive leadership. After all, how can CSMs help their customers thrive if they aren’t thriving themselves?

Customer Success 52

Customer Success Engagement Customer Journeys eBook 52

Experience Investigators by 360Connext

NOVEMBER 3, 2014

If someone in a leadership position cares enough to recognize the truth hurts and might be tricky to address, that company is a winner. Our customers LOVE us, though.” This is about staying connected to what could move your company forward, even when things seem to be going fine. ” See the difference?

How To 271

How To Leadership Social Media Consulting 271

CSM Magazine

AUGUST 10, 2023

With more than 25 years of experience in marketing leadership roles, Nugent brings a wealth of expertise in building and scaling marketing efforts to enable growth strategies at software-as-a-service (SaaS) companies. She joins Calabrio’s executive leadership team and will report to CEO, Kevin Jones.

Marketing 52

Marketing Customer Centricity Leadership Strategy 52

Totango

FEBRUARY 8, 2021

In addition to the Best Software award, Totango has earned multiple badges from G2 over the past year, including Winter 2021 Leader and Easiest to Use platform, solidifying its leadership in several G2 product categories including customer success, product analytics, customer journey analytics, data visualization, and email marketing. .

Software 99

Software Company Analytics Customer Journeys 99

ClearAction

JANUARY 4, 2020

CEO’s Guide to Growth through Customer Experience Engagement Lynn Hunsaker. Customer experience engagement is a growth strategy. It’s the aim of Net Promoter Score®, CRM, loyalty programs, experiential marketing and so forth — rallying customers toward purchase volume, referrals and long-term relationships.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

ShepHyken

DECEMBER 29, 2020

Emotional Engagement and Customer Centricity. How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. Every employee must recognize their place in the customer journey.

Customer Centricity 74

Customer Centricity Culture Leadership Employee Engagement 74

Experience Investigators by 360Connext

DECEMBER 17, 2014

Invite a customer into your board meetings. Map the customer journey. (Or connect with us and leave it to the pros!). Micromap a customer task and outcome. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Create a task force each month to look into it.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Michelli Experience

JULY 27, 2016

In addition to partner engagement, leadership is also targeting customer experience enhancements driven by process changes and technology deployment. When employee and customer engagement becomes challenging set a course for expedited service delivery that seeks to meet customers where they are!

Leadership 100

Leadership Course Engagement Employee Experience 100

Experience Investigators by 360Connext

JANUARY 28, 2020

Your mission, if you choose to accept it, is to begin at the beginning, build your case, and create a coalition of customer-focused leaders. First, understand the true costs of NOT investing in customer experience. What would it cost to lose 10% of your customers? Look for ways to connect those dots first.

Customer Journeys 250

Customer Journeys Net Promoter Score ROI Metrics 250

Blake Morgan

JANUARY 20, 2022

His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Adrian Swinscoe . Annette Franz . Bill Quiseng .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96