Second to None

MARCH 7, 2018

The ability to curate high levels of customer engagement can help brands to increase their customer retention rate, which can have a direct impact on overall profitability. To learn more about customer engagement strategies, check out the following piece written by Kenneth Adams for Forbes.

Customer Engagement 54

Customer Engagement Engagement Effort Score Groups 54

Experience Investigators by 360Connext

OCTOBER 2, 2014

Even during the recession years of 2007-2012, customer experience leaders averaged double-digit gain in stock performance , besting customer experience laggards by an impressive margin, according to The Watermark Consulting Customer Experience ROI Study. These are free events, so please come and join us!

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Michelli Experience

JULY 25, 2017

While consulting at Mercedes-Benz, I watched this willingness to verbally commit to a course of action build incredible trust with employees and dealer partners. Trust, Engagement, and You. What are the trust and engagement levels of your workforce? Make Promises in Keeping with that Vision. Michelli, Ph.D.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

ChurnZero

MAY 3, 2022

Start with: CSM Mastermind: Sharing Customer Feedback Effectively. CSM Mastermind: Handling High-Risk Customers and Preventing Churn. “It’s everything the customer touches, tastes, smells, hears, sees throughout the experience with the brand.” Start with: What is Customer Experience? 2: CSM Practice.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

Storyminers

JUNE 3, 2022

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. In 1999, I was working as a thought leader and executive consultant at IBM. How important is customer feedback as a component of customer experience? Of course, it’s extremely important.

Trends 147

Trends Customer Experience Wireless Entertainment 147

Experience Investigators by 360Connext

OCTOBER 22, 2014

I want to stop being a customer. <- Of course this is a simplified version of what it takes to identify meaningful touchpoints. Other considerations should include who your customers actually are, what channels are most popular, and other data points. More Posts - Website Follow Me: The post What IS a Customer Touchpoint?

Touchpoint 302

Touchpoint Customer Journeys Social Media Consulting 302

Experience Investigators by 360Connext

OCTOBER 15, 2014

Ann of course graciously acknowledged that she was, indeed, Ann Handley. 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 275

Social Media Consulting Conference Communication 275

Experience Investigators by 360Connext

OCTOBER 27, 2014

Have you thought about how your employees interact with customers? I know you have trained them on “best practices” but has the brand attitude stayed on course or wavered? She is the community manager for 360Connext, a customer experience consulting firm, and a freelance writer. Do they have what it takes?

Customer Service 284

Customer Service Social Media Customer Service Representative Consulting 284

ShepHyken

OCTOBER 4, 2019

This week we feature an article by Dwayne Charrington who writes about how to engage your customers in personalized, meaningful, and relevant ways. Customers, employees, lead generation, or profit. Well, the best answer is customer engagement. No business can survive without engaging its customers.

Brands 121

Brands Engagement How To ROI 121

ShepHyken

JANUARY 28, 2024

What Can Disneyland Teach Us about the Customer Journey? Shrewd customer design choices, of course. Tricia Cleppe-Fortier explores Disney’s desire paths, and how they can be adopted to enhance the customer journey and experience. Consider these results from companies in the top quartile of the CX index.

Customer Service 67

Customer Service Customer Journeys Trends Study 67

Michelli Experience

SEPTEMBER 30, 2016

In the course of my work as an experience designer and consultant, I have been defining customer experience strategy as a disciplined approach to brand differentiation achieved by elevating the perception of those you serve based on their interactions with you. In the end, we are all in the perception business.

Net Promoter Score 100

Net Promoter Score Effort Score NPS Financial 100

Experience Investigators by 360Connext

NOVEMBER 5, 2014

Of course, reading is a fundamental aspect to learning and growing. 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 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

ShepHyken

SEPTEMBER 7, 2020

eRep) We chose four experts in business, HR, customer service and employment consulting and asked them one question. Customer Experience or Customer Engagement – what’s the difference and how do you truly engage? My answer is that customer engagement is what can enhance the customer experience.

Customer Service 92

Customer Service Customer Retention Feedback Customer Centricity 92

Experience Investigators by 360Connext

FEBRUARY 1, 2016

Without a dedicated and engaged workforce, customer complaints increase, loyalty decreases, and the company is less successful. And while it’s of course critically important to keep employees engaged and enthused about their work, it starts with who they are. appeared first on Customer Experience Consulting.

Employee Engagement 110

Employee Engagement Consulting Course Loyalty 110

CSM Magazine

MAY 5, 2023

Angela Clarkson, Head of Business Consultancy, Sabio Group One of the key issues discussed at our recent Disrupt 2023 conference in the UK was the cost-of-living crisis and its likely impact on customer service provision. UK inflation hit a 41-year high of 11.1% in October last year and remains high at the time of writing.

Technology 52

Technology Customer Service Self Service B2C 52

ChurnZero

MAY 3, 2022

Start with: CSM Mastermind: Sharing Customer Feedback Effectively CSM Mastermind: Handling High-Risk Customers and Preventing Churn Moments of Truth (playlist): Focused, impactful CS advice from leaders. “It’s everything the customer touches, tastes, smells, hears, sees throughout the experience with the brand.”

Customer Success 52

Customer Success Customer Journeys Customer Centricity Tips 52

CustomerSuccessBox

OCTOBER 4, 2021

In this blog post, we will outline the top 10 best customer success certificates and training in 2021. In this course you will learn how to use CustomerSuccessBox effectively as a CSM. Customer Success | How to Understand Your Customers. Customer Success Manager 101: Foundations to your CSM career. Link: [link].

Customer Success 52

Customer Success Customer Centricity Course Customer Experience Professionals 52

Experience Investigators by 360Connext

JULY 15, 2015

This brings to mind the online obstacle courses that derail the customer journey with redundant steps or unusual registration requirements, but what about the offline experiences that can be just as ridiculous? Of course there are many more ways to destroy a customer experience. Complicating the Journey.

Customer Experience 110

Customer Experience Airlines Loyalty Social Media 110

ChurnZero

APRIL 22, 2022

Is your Customer Success (CS) team stuck in a copy-paste-repeat cycle ? While the human aspect of CS will never fully disappear, automation can free your team of repetitive processes and customer engagements. Be at your customer’s side with In-App Communications.

Customer Success 98

Customer Success Knowledge Base Multi-Channel Touchpoint 98

Waypoint Group

MAY 24, 2022

b) “Grew NRR by 18% year-over-year by building an ongoing Customer Engagement program that increased Customer Lifetime Value (LTV) by 14% through improved retention and expansion rates, and improved close rates by 24%.”. The primary mission of a Customer Success organization is to help customers achieve their desired outcomes.

Resources 52

Resources Sales Course Customer Success 52

Michelli Experience

NOVEMBER 28, 2017

Don’t think that the only way to gain feedback from customers is by asking them to answer a survey. For example, I was consulting for a major international jewelry brand. As you think about your customer feedback strategies are they too large, too small, or just right? Back at You. Michelli, Ph.D.

Net Promoter Score 113

Net Promoter Score Consulting Feedback Effort Score 113

Beyond Philosophy

NOVEMBER 4, 2014

One Business-to-Business client talked to us about the smell of the engines they sell and how many Customers like that. We are naturally predisposed to follow a racetrack course of the supermarket. How you can apply it to your business: Depending on what you have available you can arrange the same racetrack course.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. If you are trying to become a customer-centric leader at a bank, that can be very different than an independent bookstore.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Bold360

JANUARY 22, 2020

Many companies over-index on investing in customer experience (CX) compared to EX. Of course you want the customer experience to the best it can be. But focusing on better employee engagement can in turn lead to better customer engagement. It helps employees to take on more consultative, high-value work.

Employee Engagement 76

Employee Engagement Engagement Customer Experience Chatbots 76

Experience Investigators by 360Connext

JANUARY 8, 2015

There’s a heavy observation focus on understanding customers, along with walking in the customer’s shoes as much as we’re able. Shopping implies really only caring about the consideration and acquisition phases of the customer journey , and of course that’s only the beginning of the real relationship.

Customer Experience 110

Customer Experience Feedback Social Media Customer Journeys 110

Michelli Experience

JANUARY 16, 2018

Of course, I am talking about voice-activated digital assistants and according to Brian Braiker’s Ad Age article titled What Really Works in Voice — And Why Google is Smarter than Amazon , 55% of all US households will have at least one digital assistant by 2022. Is it Alexa, Siri, or Google? Michelli, Ph.D.

Consulting 113

Consulting Travel Trends Course 113

Storyminers

JANUARY 12, 2017

Kampyle, now part of Medallia, published this interview as a kick-off to their Emerging Trends in Customer Experience series in 2016. In 1999, I was working as a thought leader and executive consultant at IBM. How important is customer feedback as a component of customer experience? Of course, it’s extremely important.

Trends 171

Trends Customer Experience Wireless Entertainment 171

Kustomer

DECEMBER 12, 2022

Forrester reported that companies saw a 10% increase in the average order value when customers engaged in chat before making a purchase. There’s no doubt that one of the biggest live chat benefits is that customers prefer the consultative and instantaneous experience.

Competitive Advantage 98

Competitive Advantage Social Media Communication Customer Experience 98

Beyond Philosophy

NOVEMBER 18, 2014

Presenting a consistent experience to your Customers across channels requires planning and coordination. If everyone at your organization is sending the same, agreed upon and defined message, there is no way Customers can get the wrong one. Of course, we all know that a big part of that is having agreement on the message.

Customer Centricity 129

Customer Centricity Omni-Channel Net Promoter Score Strategy 129

ChurnZero

JUNE 22, 2021

Their mission is to improve lives through learning and it’s the largest online destination that help students and businesses gain skills from expert instructors teaching over 155,00 online courses on topics from programming to leadership to Customer Success. This course will show you how to begin. Customer Operations.

Course 92

Course Customer Success e-support Video 92

CSM Magazine

MAY 20, 2021

Picture this: You have a new patient come in for a consultation. Another way it improves customer engagement is through appointment reminders. Of course, obtaining software solutions like this is an investment and needs to be considered. Can patient portals improve your clinic’s overall performance? Final Thoughts.

Software 52

Software Healthcare Wait Times User Experience 52

Michelli Experience

MAY 16, 2017

Financial Institutions – For the past several years consulting firms like McKinsey & Company have been sounding the siren for revolutionizing service delivery. Build on Momentum – celebrate successes and stay the course! Anticipate, identify root causes, and manage inevitable pushback.

Automotive 113

Automotive Banking Retail Financial 113

Experience Investigators by 360Connext

APRIL 16, 2015

With the widespread acceptance of apps like Uber and Tinder , customers are demanding more personalized, instantaneous experiences. Uber, of course, is the on-demand ride sharing app and Tinder is the dating app allowing users to “swipe” their preference based on a photo.).

Customer Expectations 110

Customer Expectations Retail User Experience Social Media 110

Hello Customer

APRIL 24, 2020

According to this report by Morning Consult , “Consumers [.] Source: Morning Consult - Brand Management in the COVID-19 Era. Of course, for some products or services customers can wait, and they don’t need it delivered by the next day. But still, as customers, we are being trained to expect this convenience.

e-support 87

e-support Consulting Course Feedback 87

SurveySensum

MARCH 21, 2024

If your customers are looking for Sedan cars and you are selling them SUVs then of course they won’t buy from you! Customer Personas! 63% of marketers create content based on customer personas to enhance their strategies! This enhances customer engagement and builds stronger connections with your audience.

How To 52

How To Social Media Competitive Advantage Retail 52

Beyond Philosophy

NOVEMBER 11, 2014

They are, of course, using a life event as a major trigger for changing habits and the one they chose is woman-specific. It has proven to be successful…so successful that there is a famous story where a father learned a couple of weeks after Target that his teenage daughter was expecting. The Power of Habit.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Michelli Experience

JULY 27, 2016

While service speed and emotional engaging service may seem like opposite goals, Starbucks leadership is looking to expedite delivery AND make an authentic personal emotional connection with team members and customers.

Leadership 100

Leadership Course Engagement Employee Experience 100