Experience Investigators by 360Connext

DECEMBER 15, 2023

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience. Make sure your customer support channels are more responsive, providing customers an opportunity to love staying connected to you.

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

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. Ultimately, a positive employee experience translates into customer experience.

Employee Engagement 135

Employee Engagement Engagement Strategy Effort Score 135

Experience Investigators by 360Connext

APRIL 23, 2024

So investing in customer experience priorities is not just about improving individual touchpoints as they’re found, but rather about creating a cohesive, meaningful experience that fosters long-term customer relationships and drives business success. This is where some business acumen can help.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Comm100

FEBRUARY 6, 2023

Humanizing the digital experience As businesses focus on digitization and customer interaction becomes more automated, customer experiences lose a personal touch. Companies can no longer connect with clients on a human level, and as a result, clients feel neglected.

Financial 191

Financial Trends Self Service Customer Experience 191

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. Business owners need to treat their employees how they would like them to treat customers.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

InMoment XI

SEPTEMBER 14, 2023

The Connection Between Customer Experience and Reputation Customer experience is intrinsically linked to reputation management. A positive customer experience can significantly bolster your brand’s reputation. A single tweet or a Facebook post can go viral, causing irreparable damage to a brand’s reputation.

Brands 260

Brands Management Social Media Effort Score 260

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. And, with a deeper customer understanding, develop a framework linking experiences to business outcomes. The customer experience begins with your staff and their employee experience.

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

InMoment XI

FEBRUARY 1, 2024

Emotion detection helps businesses tailor their responses and strategies to align with customer emotions, enhancing personalized customer experiences and building stronger emotional connections with the brand. This unified view is invaluable for creating consistent and effective customer experiences across all touchpoints.

Analysis 260

Analysis Analytics Social Media Loyalty 260

Experience Investigators by 360Connext

APRIL 27, 2021

But the CX leaders I know, whether or not they have customer experience in their title, are fighters. They believe in the power of putting the customer first, investing in the employee experience, and tracking progress in order to achieve real success. Every piece of customer communication is a chance to connect.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

ShepHyken

MARCH 18, 2024

They no longer compare you to direct competition but to the best experience they have from any company or brand. How Positive Employee Experience Can Make Companies Truly Customer-Centric by Katie Whitehouse (diginomica) There’s an intrinsic link between customer experience and employee experience.

Customer Service 78

Customer Service Government Employee Experience Video 78

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. And, with a deeper customer understanding, develop a framework linking experiences to business outcomes. The customer experience begins with your staff and their employee experience.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. And, with a deeper customer understanding, develop a framework linking experiences to business outcomes. The customer experience begins with your staff and their employee experience.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

ClearAction

MARCH 22, 2024

Controlling Touchpoints Model. Controlling Touchpoints Model for CX is a Team Sport CX is a Team Sport surfaced as the theme from the 2024 Customer Experience West Conference in British Columbia, Canada. “ Fragmented functional leadership, customer data, engagement channels, systems, operations, and revenue teams.”

Sports 62

Sports Chief Customer Officer Conference Customer Centricity 62

ShepHyken

JUNE 27, 2023

Go through an exercise in simplification by asking questions like these: Is any part of the process of our customer experience (or employee experience) redundant? Is every touchpoint our customers experience with us optimized for ease and efficiency? Connect with Shep on LinkedIn.

Exercises 120

Exercises Touchpoint Customer Service Training Customer Service 120

Hello Customer

APRIL 2, 2020

A standard Hello Customer process uses an API connection or an FTP upload to connect your customer data with our system. Uploading your employee data isn't a daily process, so you don't need all this and you can just do a one-off upload from an excel sheet. In touchpoint settings, you can just find "upload via excel".

Employee Engagement 94

Employee Engagement Measurement Engagement Touchpoint 94

CloudCherry

DECEMBER 1, 2018

Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website. Across each of these touchpoints, their focus on closing the loop with members. Over the next year, Nymeo hopes to be listening & acting on at least 10 touchpoints. I love my Credit Union.”. Account Closed.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

Experience Investigators by 360Connext

FEBRUARY 23, 2021

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 178

Communication Tips Customer Journeys Customer Experience 178

ClearAction

JUNE 25, 2023

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? That’s a huge disadvantage for experience management.

Leadership 62

Leadership Touchpoint Course Employee Experience 62

BirdEye

MARCH 10, 2022

Customers are more connected with each other than ever and can find businesses that serve their needs in minutes, if not seconds. In such an environment, the businesses that win are those who deliver superior customer experiences from the very first touchpoint. Chapter 1 The importance of customer experience.

Customer Experience 98

Customer Experience Loyalty Programs Touchpoint Net Promoter Score 98

Experience Investigators by 360Connext

DECEMBER 17, 2019

6: Improve Employee Experience to Improve Customer Experience. Your employees need to care – really, truly, deeply care – before anything can really happen for your customers. 4: How the Most Important Touchpoints Get Ignored, And How to Fix It. How can we take on the impossible list of touchpoints ?

Customer Journeys 178

Customer Journeys B2C Touchpoint B2B 178

Experience Investigators by 360Connext

JUNE 30, 2020

There are a few ways we can create extraordinary experiences for our customers in this extraordinary time. Accessibility is the experience. Connection, in all its forms, is still critical. Yet when in-person customer experiences were paused unexpectedly this year, many brands were caught off guard. Humans long to connect.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JUNE 30, 2020

There are a few ways we can create extraordinary experiences for our customers in this extraordinary time. Accessibility is the experience. Connection, in all its forms, is still critical. Yet when in-person customer experiences were paused unexpectedly this year, many brands were caught off guard. Humans long to connect.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

ShepHyken

JUNE 21, 2021

From creating genuine connections to personalizing your customer service, there are several suggestions that may help you reach more customers for the next quarter. The danger is an automated experience can commoditize the company. Often, it’s the human and emotional connections that drive repeat business and loyalty.

Rewards Programs 78

Rewards Programs Customer Service Loyalty Programs Loyalty 78

CSM Magazine

APRIL 12, 2023

Calabrio, the workforce performance company, today announced that Calabrio ONE is now listed on the Genesys AppFoundry , a marketplace of solutions offering a curated selection of applications and integrations that elevate customer and employee experiences.

Self Service 52

Self Service Contact Center Return on Investment Analytics 52

Experience Investigators by 360Connext

MARCH 8, 2021

Stress the importance of how the customer experience is about how you show up not just at transactional points in the journey, but at every touchpoint. It’s also how you show up as employees for one another! What does a seamless, easier experience look like for our customers? HOW will learning affect customers?

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

CloudCherry

NOVEMBER 9, 2018

Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website. Across each of these touchpoints, their focus on closing the loop with members. Over the next year, Nymeo hopes to be listening & acting on at least 10 touchpoints. I love my Credit Union.”. Account Closed.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

Alida

MAY 24, 2018

While physical stores aren’t dead, they need to provide a memorable experience in order to deliver ROI for the company, said Lunger. Get closer to your employees. Several speakers spoke about the importance of employee engagement and employee experience. Great CX begins with a deep understanding of customers.

Retail 189

Retail Conference Employee Engagement ROI 189

CSM Magazine

NOVEMBER 4, 2022

To adapt and excel, companies must now think beyond specific customer interactions and engagements, toward an experience that meets customer needs and expectations holistically. We all must envision the Total Experience (TX). But today’s employees and customers also desire an emotional connection with their brands.

Strategy 52

Strategy Touchpoint Exercises Employee Experience 52

Kayako

AUGUST 19, 2022

Gathering customer service information about context is like taking snapshots at different touchpoints in the customer journey. Kayako’s Social Customer Service CRM Integration helps companies connect with customers where they are instead of forcing customers to come to a specific website, chatbot, or other channels.

Customer Experience 156

Customer Experience Customer Service Effort Score Self Service 156

TechSee

APRIL 26, 2021

Whether it’s improving self-service channels to provide customers with speed and effortless service or building personal connections through assisted channels, making it easy for customers to interact with the company is crucial. Both can see the same physical environment through the customer’s smartphone.

Contact Center 109

Contact Center Self Service Call Center Multi-Channel 109

ShepHyken

NOVEMBER 20, 2020

Make it step-by-step to include every communication touchpoint. The flow must have different touchpoints based on the customer’s answers. Include an explanation of each touchpoint in a separate document. Empower Employees to be Creative Problem Solvers. You can connect with him on Twitter or LinkedIn.

Ecommerce 141

Ecommerce Training Customer Service Net Promoter Score 141

CX Journey

SEPTEMBER 4, 2014

When employees have a clear line of sight, they. It defines the benefits a customer can expect to receive when experiencing your brand – at every touchpoint. It''s meant for both customer and employees, as employees at all levels, frontline and behind the scenes, must deliver on the promise. Habeeb Akande.

Tools 160

Tools Customer Journeys Culture Touchpoint 160

BlueOcean

OCTOBER 8, 2021

It’s a powerful lesson that even the most powerful monopolies must design and map their customer touchpoints to prevent causing unnecessary pain for customers. One of my favorite learnings from my recent CX studies is this: customer experience ties directly into employee experience and culture.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

InMoment XI

NOVEMBER 15, 2023

Improved Employee Productivity: Employee experience is closely tied to customer experience. By using analytics to identify areas where employees may need additional training or support, businesses can enhance employee productivity and efficiency.

Analytics 324

Analytics Customer Experience e-support Net Promoter Score 324

BlueOcean

DECEMBER 13, 2022

Furthermore, this personalization should be happening at every member touchpoint—but that’s not often the case. KPMG Global Sector Leader, René Vader, says, “If you’re trying to build brand loyalty today, an emotional connection is no longer a nice-to-have, it’s a need-to-have.” But the scale of Prime is virtually inimitable.

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Quadient

JULY 25, 2022

It provides a consolidated view of customer touchpoints, connects the emotional aspects of brand interactions and enables users with tools to resolve pain points to create enjoyable experiences. . Journey mapping considers deeper questions and touchpoints that drive consumer behavior. Connect all the dots.

Customer Journeys 52

Customer Journeys Omni-Channel Touchpoint Customer Centricity 52