Experience Investigators by 360Connext

MARCH 4, 2015

If you haven’t yet discovered our podcast, Crack The Customer Code, I hope you will soon. We released our 15th episode , and it’s been quite the learning experience for my co-host Adam Toporek from Customers That Stick and me! Better customer service FTW.

Customer Service 110

Customer Service Airlines Social Media Loyalty 110

COPC

APRIL 1, 2024

In our consulting work, we have seen a dramatic increase in organizations deploying these virtual guides for self-paced, continuous training sessions. Bot-Based Training Perhaps the most notable trend we’ve seen in our consulting work is the emergence of bot-based training systems.

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Experience Investigators by 360Connext

MARCH 5, 2015

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. We’d love to hear about it.

Customer Service 110

Customer Service Sports Social Media Communication 110

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. And please share with your friends!

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

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. You’re listening to the Customer Service Secrets Podcast by Kustomer. TRANSCRIPT.

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

Experience Investigators by 360Connext

OCTOBER 6, 2014

Great customer experiences can do that. Customer service reps and retail cashiers are no exceptions. If the customer experience stinks, the people who suffer are the ones customers face. Customer service is part of something bigger. It’s exciting to see customer service get a lot of attention.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

Experience Investigators by 360Connext

JUNE 3, 2015

So it’s up to the leaders of any organization to seek out your customer service superstars and discern the ways they make things just a little better for your customers. Here are some of the ways we’ve seen customer service superstars stand out: 1. Empathetic and engaging behavior.

Customer Service 110

Customer Service Call Center Social Media Consulting 110

Experience Investigators by 360Connext

DECEMBER 17, 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 Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Experience Investigators by 360Connext

JANUARY 19, 2015

As customers, we are expecting a lot from companies who are using social media to respond to customer service issues. Can you imagine if these stats held true for customer service questions via the phone? Now, some companies have entire teams dedicated to the 24/7 world of social customer service.

Social Media 110

Social Media Customer Service Call Center Study 110

Experience Investigators by 360Connext

OCTOBER 6, 2014

Too often, the worst case scenarios are all we hear about when it comes to showcasing customer experience. Their fanatical recognition of customer service reps who go above and beyond is a crazy example of getting it right. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

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

Magellan Solutions

MARCH 7, 2021

What are omni channel services. Today’s customers expect the most tech-savvy approach. Companies support multichannel customer engagement. Frustrated customers and employees. Frustrated customers and employees. Magellan Solutions offers nothing but a great customer experience.

Omni-Channel 52

Omni-Channel Customer Service Government Call Center 52

Experience Investigators by 360Connext

NOVEMBER 17, 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 282

Social Media Study Consulting Customer Engagement 282

Experience Investigators by 360Connext

NOVEMBER 26, 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.

Banking 286

Banking Loyalty Culture Social Media 286

Retently

AUGUST 15, 2018

Customer service used to be something companies offered without giving it too much thought, but it has become a central point of any business strategy nowadays. There are plenty of numerous examples of excellent customer service being provided by top companies. But what is good customer service, though?

Examples 96

Examples Customer Service Social Media Exceptional Customer Service 96

Experience Investigators by 360Connext

DECEMBER 31, 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.

Entertainment 247

Entertainment Leadership Social Media B2B 247

Experience Investigators by 360Connext

OCTOBER 29, 2014

Each time a customer leaves and returns, it costs the company money. And not to mention the word-of-mouth fallout from poor customer service. There are the famous examples now of fed-up customers doing everything from posting flaming sites to picketing outside the corporate office. A little can go a long way.

Poor Customer Service 303

Poor Customer Service Loyalty Social Media Consulting 303

Experience Investigators by 360Connext

OCTOBER 2, 2014

According to the 2012 American Express Global Customer Service Barometer , 75 percent of us say we’ve spent more with a company because of consistent positive customer service experiences. Customers who are surprised and delighted with their experiences share their experiences with others.

Customer Experience 297

Customer Experience Social Media Customer Experience Professionals Consulting 297

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service. 82% describe the customer service process as being a lot of effort.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Lumoa

FEBRUARY 6, 2018

More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers. It’s too easy to overlook the employee engagement and try to deploy CX outside of an holistic organisational approach.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Experience Investigators by 360Connext

SEPTEMBER 18, 2014

Welcome to Multi-Channel Customer Support. Customer Service, a stand alone department in many companies, remains a call center. Every customer can relate to the frustration of being transferred from one department to another to resolve what seems like a simple issue. 5 Keys to Multi-channel Customer Support.

Multi-Channel 268

Multi-Channel Social Media Call Center Retail 268

Experience Investigators by 360Connext

DECEMBER 10, 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 Satisfaction 243

Customer Satisfaction Survey Retail Social Media 243

Experience Investigators by 360Connext

OCTOBER 22, 2014

Most organizations, when defining their customer touchpoints, list things like: Billboards. Welcome Letter/Customer Communications. Customer Service Call Centers. I use online chat to engage. Does it make sense to the customer? I have a problem and look for customer service. <- Direct Mail.

Touchpoint 302

Touchpoint Customer Journeys Social Media Consulting 302

Michelli Experience

JULY 25, 2017

Neil cites David’s research noting that it demonstrates, “ For every 10% increase in employee engagement levels, a company’s customer service levels go up by 5%, and profits by 2%.”. By contrast, employee distrust, disengagement, and neglect for development create the environment for most customer complaints.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

Verint

JUNE 6, 2017

Attendees hosted sessions and exchanged best practices on topics including voice of the customer, desktop and process analytics, automation/robotics, employee engagement, quality management, back-office and branch operations, compliance recording and workforce management.

Customer Engagement 34

Customer Engagement Engagement Employee Engagement Conference 34

Experience Investigators by 360Connext

JANUARY 30, 2015

A bad customer service email is just one interaction, but these kind of things could haunt your brand. Google Doodles are delightful and engaging, but imagine the surprise when they personalized it one day for a lady's birthay!! Disaster Alert: Proactive Customer Service to the Rescue. Jeannie Walters.

Customer Service 110

Customer Service e-support Social Media Leadership 110

Experience Investigators by 360Connext

NOVEMBER 13, 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 Confidence 279

Customer Confidence Report Loyalty Programs Retail 279

SurveySensum

JULY 14, 2020

Meet the Top 150 Global Customer Experience Thought Leaders and Influencers of 2020. Adam Toporek – Customer Service Expert, Keynote Speaker, Trainer, Strategic Advisor . Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

ShepHyken

DECEMBER 29, 2020

How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. Top Takeaways: Customer centricity happens when everyone in the organization is focused on customer engagement.

Customer Centricity 75

Customer Centricity Culture Leadership Employee Engagement 75

Experience Investigators by 360Connext

MARCH 31, 2015

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. Please don’t forget to share!

Technology 110

Technology Customer Experience Social Media Trends 110

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Experience Investigators by 360Connext

SEPTEMBER 11, 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.

Company 231

Company Hotels Social Media Innovation 231

Experience Investigators by 360Connext

APRIL 10, 2015

Where publicity and marketing leave off is where the customer experience needs to deliver. This was one of the things we discussed with Shonali Burke , a leader in PR and social strategy and President and CEO of Shonali Burke Consulting , on the latest episode of Crack The Customer Code , the podcast I co-host with Adam Toporek.

Social Media 110

Social Media Marketing Customer Journeys Consulting 110

Blake Morgan

JANUARY 20, 2022

His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . A former teacher and economist, Adrian is now a consultant, author and speaker. She shares thoughts and insights on improving all aspects of the customer journey. . Adrian Swinscoe . Annette Franz .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Experience Investigators by 360Connext

SEPTEMBER 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 Journeys 282

Customer Journeys Social Media Consulting Travel 282

Experience Investigators by 360Connext

DECEMBER 8, 2014

Customers change, too, and sometimes in subtle ways. Their most recent customer service experience was not great. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Loyalty one month can be challenged the next by outside influences. Anything can happen.

Customer Journeys 252

Customer Journeys Social Media Loyalty Consulting 252

Experience Investigators by 360Connext

DECEMBER 15, 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.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268