Experience Investigators by 360Connext

MAY 19, 2020

I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. Not the specific role or job deliverables, but the overall well-being and journey that an employee takes with their employer. Understand those key, critical touchpoints. But WHY should they?

Connections 143

Connections Gamification Employee Experience Touchpoint 143

Experience Investigators by 360Connext

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. It can feel daunting to try to actually improve the customer experience when there are real challenges to overcome.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

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

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

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

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

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. Achieving success in business goes beyond offering quality products and services.

Employee Engagement 138

Employee Engagement Engagement Strategy Effort Score 138

ECXO

MAY 16, 2024

Customer-centric leadership – what does it mean? In an increasingly competitive world where customer needs and expectations are continuously evolving, the concept of “customer-centric leadership” has become a cornerstone for driving successful businesses. So, what does it mean to be a customer-centric leader?

Customer Centricity 69

Customer Centricity Leadership Customer Journeys Touchpoint 69

SurveySparrow

OCTOBER 20, 2021

Employee experience management helps align talent acquisition and employee retention with your overall business goals. Companies are increasingly recognizing the critical importance of their employees and have started to invest in employee experience. Why is employee happiness and experience so important?

Employee Experience 52

Employee Experience Management Culture Touchpoint 52

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

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. According to Forbes , "customer-centric companies are 60% more profitable than companies that don't focus on customers." Here are some of our tips and tricks to provide a quality experience to your customer base: .

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

CloudCherry

AUGUST 9, 2018

Customer expectations are higher than ever. In a world where convenience is everything, companies need to work harder than ever to meet and exceed their customer’s expectations. But the methods we’re using to manage the customer experience are stuck in the past. Pillar #3: Customer experience analytics must be predictive.

Customer Experience Management 150

Customer Experience Management Customer Journeys Customer Experience Management 150

Kustomer

JUNE 7, 2022

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. The DTC Disruptor’s Secret Weapon: Intelligent CX Focused on the Whole Customer. They built their business to connect with customers at scale.

Customer Experience 98

Customer Experience Self Service e-support CRM 98

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. It’s grown to include all of the customer experiences your customer has every day.

Customer Service 81

Customer Service Government Employee Experience Video 81

ShepHyken

JUNE 27, 2023

Simplify the Customer Experience I love good barbeque. My comment: This is customer service 101. Customers know this and don’t expect anything more. Most likely, your business has a few more “moving parts” than a BBQ restaurant. Is every touchpoint our customers experience with us optimized for ease and efficiency?

Exercises 123

Exercises Touchpoint Customer Service Training Customer Service 123

Natalie Petouhof

AUGUST 15, 2022

Listening” to customers and employees today can be complex. It involves capturing not just what people tell us, but also how they’re interacting with our customer experience channels and how they feel doing this. And it’s a critical step toward showing empathy in customer experiences.

Customer Experience 52

Customer Experience Self Service Contact Center Competitive Advantage 52

ClearAction

JUNE 25, 2023

What is Experience Leadership Mastery? Lynn Hunsaker Experience Leadership Mastery is a curriculum spanning your C-Suite, Board, executives, experts, experience steering committee, certification candidates, and entire experience management team. ClearAction.com/experience-leadership-mastery Why? Start here!

Leadership 62

Leadership Touchpoint Course Employee Experience 62

Experience Investigators by 360Connext

DECEMBER 17, 2019

And while I’m all about looking forward more than I look back, it’s worth remembering that a lot of the articles written on Experience Investigators in 2019 are just as relevant in 2020… some even more so! 10: Improving B2B Customer Experience: Is It More Personal Than B2C? And therein lies the challenge.

Customer Journeys 178

Customer Journeys B2C Touchpoint B2B 178

Call Experts

FEBRUARY 19, 2020

How focussed are you on improving customer experience (CX). What is customer experience? CX is the sum of all the moments your customers share during their entire customer journey. Improving this experience is about developing an emotional connection to create a brand perception of your company.

Self Service 80

Self Service Customer Experience Customer Journeys Contact Center 80

CloudCherry

DECEMBER 1, 2018

In this post, we look at how these three credit unions – Nymeo, Teachers Credit Union and Clearview Federal Union – have built an exceptional member experience , how they continue to drive member loyalty and three takeaways your credit union can put into place right now. Current NPS: 75. I love my Credit Union.”. Account Closed.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

Hello Customer

APRIL 2, 2020

In times of social distancing, where everyone is working remotely it's crucial to keep your employees engaged. If you're a longtime customer, you might be familiar with our iceberg philosophy: the feedback you hear directly is just the tip of the iceberg, there's a lot more going on underneath the surface. Here's an overview: 1.

Employee Engagement 94

Employee Engagement Measurement Engagement Touchpoint 94

Call Experts

JANUARY 29, 2020

Often, companies use analytics and dashboards to optimize programs, create custom reports, understand team workflows, analyze different trends, and keep the team focussed and happy. With all of these items to monitor, it’s easy to forget to prioritize your customer’s journey. . How can you monitor your customer experience?

Customer Experience 78

Customer Experience Customer Journeys Contact Center Call Center 78

Experience Investigators by 360Connext

JUNE 30, 2020

Within the last few weeks, I attended this event and also participated in several roundtable discussions with customer experience and customer success leaders. There’s a sense of humility about how little we can predict about the future of experiences. Accessibility is the experience.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JUNE 30, 2020

Within the last few weeks, I attended this event and also participated in several roundtable discussions with customer experience and customer success leaders. There’s a sense of humility about how little we can predict about the future of experiences. Accessibility is the experience.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Strativity

DECEMBER 12, 2019

The customer experience landscape is always in motion, but that’s no excuse to sit back and let your organization’s CX fall as it may. That’s why we’re highlighting the five customer experience trends to plan around for 2020 — so you can stay ahead of the curve and deliver a winning CX that keeps your customers coming back.

Trends 64

Trends Customer Experience Policies Employee Engagement 64

Alida

MAY 24, 2018

To win the business of consumers, however, companies need to invest in continuously improving the experience of their customers. Citing a Deloitte paper , Lunger said that the industry’s “apocalypse” is, in fact, a renaissance—an opportunity for retailers to listen and deliver more value to customers. Focus on growth now.

Retail 189

Retail Conference Employee Engagement ROI 189

ShepHyken

JUNE 21, 2021

Each week I read many customer service and customer experience articles from various resources. Do your rewards hit the “must-have” mark that turns casual customers into brand fans? RetailWire) Non-tiered customer loyalty programs were found to increase customer value by almost 30 percent over a five-year time period.

Rewards Programs 81

Rewards Programs Customer Service Loyalty Programs Loyalty 81

CX Journey

OCTOBER 18, 2017

When you think of the phrase "inside out" relative to the customer experience, you probably cringe. This is not a phrase that customer experience professionals take lightly. The customer's needs and perspectives aren't considered in this type of thinking. Employees are critical in the customer experience equation.

Customer Experience 114

Customer Experience Customer Journeys Policies Training 114

BlueOcean

DECEMBER 13, 2022

If, for example, you’re a member of Nordstrom’s loyalty program, Nordy Club, you’re among a group of customers who are likely to spend three to five times more than non-members, and are consequently driving two-thirds of Nordstrom’s sales. In fact, 56% of customers are more likely to buy from a brand if they belong to their loyalty program.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Oracle

DECEMBER 12, 2019

The business world’s relentless focus on customer experience (CX) continued around the globe in 2019, and CX experts and business leaders captured their experiences in thought-provoking customer experience quotes. Emotional connections are the core of your CX increase gross margin and sales growth.

Customer Experience 58

Customer Experience Competitive Advantage Customer Care Customer Journeys 58

CloudCherry

NOVEMBER 9, 2018

In this post, we look at how these three credit unions – Nymeo, Teachers Credit Union and Clearview Federal Union – have built an exceptional member experience , how they continue to drive member loyalty and three takeaways your credit union can put into place right now. Current NPS: 75. I love my Credit Union.”. Account Closed.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

CSM Magazine

NOVEMBER 4, 2022

Larry Mead, vice president of experience transformation at TTEC Digital, gives seven tips for designing and orchestrating a Total Experience (TX) strategy. In 2013, customer experience innovator Matthew Dixon authored a new book that forever changed the game of customer service.

Strategy 52

Strategy Touchpoint Exercises Employee Experience 52

CX Journey

SEPTEMBER 4, 2014

Do your employees have a clear line of sight to your customers? In this case, the target is the customer and the customer experience. When employees have a clear line of sight, they. When employees have a clear line of sight, they. First, what does "line of sight" mean? Does it fit with our values?"

Tools 160

Tools Customer Journeys Culture Touchpoint 160

TechSee

APRIL 26, 2021

On the one hand, every business needs to save money and customer service is generally the first on the chopping block. A majority (52%) of these consumers prefer to get remote support from customer service agents. This means that call centers are more important than ever for assisting customers with their technical problems.

Contact Center 109

Contact Center Self Service Call Center Multi-Channel 109

Kustomer

SEPTEMBER 18, 2020

If the events of this year taught those of us in the customer experience world anything, it’s that we can never stop innovating to be more customer-centric. The DTC Disruptor’s Secret Weapon: Intelligent CX Focused on the Whole Customer. They built their business to connect with customers at scale.

Customer Experience 52

Customer Experience Self Service e-support CRM 52

NobelBiz

FEBRUARY 27, 2024

When companies implement specific tools and best practices, they can significantly improve their customer experience (CX), increase agent performance, and ensure high-quality service. It represents a holistic approach that is aimed at transforming call center functions into a streamlined, customer-focused powerhouse.

Call Center 104

Call Center Tools Contact Center Net Promoter Score 104

delighted

OCTOBER 17, 2023

Creating a great work environment and boosting productivity relies heavily on enhancing the employee experience within your organization. One crucial starting point is gaining an understanding of how your employees feel about working at your company, and the most effective way to do this is through an employee survey.

Survey 79

Survey Tips How To Net Promoter Score 79