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.

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Experience Investigators by 360Connext

JANUARY 5, 2015

” I started saying that after a particularly challenging consulting exercise. What’s more, they started realizing that while they excelled at acquiring new customers, they weren’t great at keeping them. After interviewing current and former customers, I identified a pattern. What about Mr. Happy Customer?

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. Watch out for these sneaky ways typical business methods lead to customer defection. Never dealing with customers. Keeping customer praise to yourself.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Storyminers

JULY 6, 2020

We’re honored to be honored for our work alongside so many of our customer service and customer experience colleagues. This is especially true in the customer service industry. Customer Experience (CX) has catapulted into one of the most important aspects of determining business success. Adrian Swinscoe.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Experience Investigators by 360Connext

DECEMBER 5, 2014

Customers, and those of us who serve them, have one thing in common, no matter what the industry or situation. The most exciting companies change the game by innovating around their customer experience. These are the types of questions Adam Toporek and I will be covering in our new business podcast: Crack The Customer Code!

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

If there is one way to create a better customer experience, it’s this: Advocate. But what about customer advocacy? They became antagonists to the very customers they are supposed to serve. And they are never asked to advocate for the customer. Shame on the C-level for assuming customers aren’t paying attention.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Apply this idea to relationships with customers , and you’ll see everyone, whether customer or company, needs to make a withdrawal from the relationship bank at times. It only works when your customer believes it was beyond your control , not foreseeable, or the like. Care about your people before they become customers.

Banking 286

Banking Loyalty Culture Social Media 286

Experience Investigators by 360Connext

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. Understanding customer touchpoints is essential to delivering a superior customer experience. Customer or Company Mission? What is a Touchpoint?

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

Lumoa

FEBRUARY 6, 2018

The future of customer experience is decided. We asked 15 experts with world reputation in Customer experience the same question and the results might surprise you. Every each of them answered the following questions: How do you see the future of customer experience? Probably not. How to overcome those challenges?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Michelli Experience

OCTOBER 17, 2017

Consulting in the C-Suite. My career as a customer experience consultant has given me access to some of the most remarkable CEOs, senior leadership teams, and frontline leaders at iconic global brands. They ask lots of questions; they watch their teams and customers. In essence, leadership is a full-contact sport.

Interaction 203

Interaction Technology Leadership Consulting 203

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 64% have made future purchases from a company’s competitors after experiencing poor customer service.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Experience Investigators by 360Connext

DECEMBER 31, 2014

In the months ahead, 360Connext will be offering some great content to help you deliver MORE for your customers. Our mission, after all, is to create fewer ruined days for customers. Why not sharpen your customer experience skills, hear from amazing people and offer your insights, as well? We have big plans ourselves in 2015.

Entertainment 247

Entertainment Leadership Social Media B2B 247

SurveySensum

JULY 14, 2020

The Super-Heroes of Customer Experience are here! Customer Experience – The new focus of 2020! Customer Experience has become a top priority for businesses in 2020. Here is a list of 150 Global Customer Experience Thought Leaders and Influencers who have taken Customer Experience to the whole new level.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Experience Investigators by 360Connext

DECEMBER 11, 2014

Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. Here are some ways entrepreneurs typically fail at customer experience: 1. Customer experience is not part of their mission. This inevitably leads to problems and customers disappear. They need customers.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Experience Investigators by 360Connext

DECEMBER 17, 2014

Customer experience is more than a full-time job. Create or revise your customer experience mission statement. Deputize someone in each department as the customer advocate. It’s their job to truly represent the customer in every meeting. It’s their job to truly represent the customer in every meeting.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Bold360

AUGUST 18, 2020

Digital-first customer engagement has never been more important than today, especially amidst a business landscape shaped by COVID-19 where the majority of customers are working remotely, purchasing products online, streaming entertainment, and engaging with brands from their homes. More measurement supports strategy.

Self Service 52

Self Service Customer Engagement CEM Engagement 52

Second to None

OCTOBER 16, 2018

Adopting these novel methodologies as a cog in your brand experience platform can help your team encourage high levels of customer engagement across different points along the customer journey. Meeting customers where they already are reduces the effort it takes to find your brand.

Customer Engagement 67

Customer Engagement Engagement Ecommerce Retail 67

Michelli Experience

JULY 25, 2017

I also opined on the critical role of trust in strengthening the social contract between businesses and customers. As such, I suggested business leaders should take the first step by trusting customers out of respect and gratitude for them. I depict this relationship in the formula: High TRUST = Happy Employees = Happy Customers =.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

Experience Investigators by 360Connext

OCTOBER 6, 2014

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder. Share the best stuff!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Bold360

NOVEMBER 1, 2019

It’s hard to stand out based on products or services alone, so customer experience is often the deciding factor. All things being equal, if a customer has a better experience with your company, that’s the one they’re likely to pick. A big part of customer experience is how you engage with them. But how do you get there?

Customer Engagement 40

Customer Engagement Omni-Channel Engagement Self Service 40

ChurnZero

AUGUST 18, 2020

Your business success and your customers’ success are inextricably linked. Customers won’t succeed if they don’t embrace your product. You can’t grow if the customer doesn’t achieve their objectives, provide feedback, and validate your value by advocating their results as social proof. Q&A Recap. Go and ask for the approval.

Meeting 98

Meeting Customer Engagement Engagement Customer Success 98

Experience Investigators by 360Connext

NOVEMBER 3, 2014

Here’s the gist, just in case you haven’t heard it: We evaluate customer experience for organizations interested in understanding the true experience of their customers, not just what they believe it to be. Yes, everyone loves a great customer experience as a customer. Our customers LOVE us, though.”

How To 271

How To Leadership Social Media Consulting 271

ChurnZero

MAY 3, 2022

Whether you’re building your expertise in cooking, crocheting, coding, or Customer Success, YouTube is now the place to level up. Let’s explore five of the best Customer Success YouTube channels for learning how to fight churn, understand industry trends, and position yourself for professional success in CS. 1: SuccessHACKER.

Customer Success 98

Customer Success Customer Journeys Customer Centricity Tips 98

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. New ways to gather data and offer personalized experiences should add up to better customer experiences and smarter marketing.

Technology 110

Technology Customer Experience Social Media Trends 110

ChurnZero

JANUARY 13, 2022

As the demand for Customer Success surges within SaaS, so too does the need for effective leaders to spearhead this expanding function and steer its strategy and success. Over the course of the pandemic, Customer Success has cemented itself as a central business driver of growth and profit. 10 Customer Success Leaders to Watch in 2022.

Customer Success 98

Customer Success Chief Customer Officer Leadership Consulting 98

Bold360

OCTOBER 28, 2019

There has been a litany of research over the last decade or so showing that the experience a company gives its customers is now more important than things that were traditionally most important, such as product quality and price. Making Maturity your Customer Engagement Secret Weapon. STOP before you go.

Customer Engagement 40

Customer Engagement Engagement Strategy How To 40

CX University

JULY 9, 2018

And in return for that sense of real, authentic meaning, they will be willing to give more of themselves, aspire to higher productivity, spiraling innovation, and off-the-charts customer satisfaction. Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction.

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Experience Investigators by 360Connext

DECEMBER 17, 2014

He’s a #CX pioneer with several start-ups and consulting practices under his belt, a client roster of 400+ companies in 25 countries, who claim $1.5B+ in additional value from their work with him. Blog Customer Engagement Customer Experience customer service Featured Recent News connected consumer innovation linkedin'

Innovation 275

Innovation Connections Consumers Sports 275

Beyond Philosophy

DECEMBER 14, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. For both inspiration and answers regarding the best and most effective approaches to apply, I turned to trailblazing ideas of the two “Fathers of Servant Leadership”, Max De Pree and Robert Greenleaf. Michael Lowenstein, Ph.D., Scott Peck.

Leadership 60

Leadership Customer Centricity Airlines Hotels 60

Experience Investigators by 360Connext

OCTOBER 20, 2014

As business owners, we want to believe if we INTEND to have a customer-focused organization, we will! It’s organic – we just ARE customer focused. Consider the ways growth and scale as an organization can threaten the focus on the customer. Culture supporting a customer focused organization includes: Playfulness.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. Failure to listen to customers. Lack of ownership.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

CustomerSuccessBox

SEPTEMBER 20, 2021

Over the last few years, we’ve seen a lot of growth in the Customer Success space, which means there’s now even more content out there on the web for you to research, consume and rely on. Let’s look at the top customer success blogs. As well as their actionable customer success platform they provide a widely respected blog.

Customer Success 64

Customer Success Customer Centricity Consulting B2B 64

ChurnZero

JANUARY 8, 2021

Against the backdrop of wild economic uncertainty, Customer Success has been the failsafe of SaaS businesses that were blindsided by pandemic-induced churn and contraction. With Customer Success demand at an all-time high, we expect to see more of its leaders join the executive ranks in the coming months and years.

Customer Success 98

Customer Success Chief Customer Officer Leadership Healthcare 98

ijgolding

APRIL 9, 2020

For over eight years now, I have been travelling around the globe, sharing knowledge with people on how to deliver the customer experience (CX) as robustly and effectively as possible. I have met thousands of committed and dedicated professionals who are passionate about doing what is right for people – customers and employees.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

NobelBiz

OCTOBER 31, 2023

At its heart, business is a bond between service providers and customers. Understanding this dynamic is crucial, especially when customers are facing their most challenging times. When the pressure rises, here’s how to elevate your customer support to the next level, solidifying trust and cementing loyalty.

Call Center 104

Call Center Contact Center Software Contact Center Social Media 104

CSM Magazine

JANUARY 26, 2023

an award-winning digital customer experience (CX) solutions provider for innovative technology and other blue-chip companies, announced today the launch of its first Digital CX Center of Excellence in Singapore. Angie Tay, Group Chief Operating Officer, TDCX TDCX Inc., Over time, we have grown our client relationships at a global level.

Customer Experience 52

Customer Experience e-support Innovation Social Media 52