Experience Investigators by 360Connext

SEPTEMBER 3, 2019

ALL Leaders Experience Leadership Bias… There is a natural conflict of interest between companies and customers. Well, nothing is impossible, and you can overcome leadership bias. First, let’s dig into the 5 most common types of leadership bias — how many are you guilty of? But more on that in a moment.

Leadership 110

Leadership Net Promoter Score Customer Journeys NPS 110

ShepHyken

DECEMBER 18, 2020

speaker, author, and organizational consultant. As I rang in the new year, I imagined I would spend a lot of time helping my clients drive customer loyalty and referrals. As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic.

Leadership 71

Leadership Customer Experience Consulting Roadmap 71

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. Declare It – Once you have your leadership destination in mind, make it public.

Leadership 100

Leadership Automotive Employee Engagement Hotels 100

Michelli Experience

JUNE 13, 2017

Customer Experience Speaker, Consultant, Author VS. CASHIERS. As a customer experience consultant , I am constantly working with business leaders to help them “get obsessed with value” and look for ways to provide the right mix of people and technology to deliver it. Together my clients and I look for what serves their customers best.

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Consulting Self Service Customer Experience Customers 113

Experience Investigators by 360Connext

JANUARY 5, 2015

” I started saying that after a particularly challenging consulting exercise. The others were his senior staff , his trusted leadership team members. I also discussed the way the competitors and other industries were creating customer loyalty based on better user experiences. The following is a Best of 360Connext post.

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. As a consultant, he guides clients who want to develop customer-focused cultures.

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Customer Service Contact Center Chief Customer Officer Call Center 251

Experience Investigators by 360Connext

JUNE 24, 2015

For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results. The 5 Customer Leadership Competencies. Leadership, Accountability and Culture. Plus, she’s funny and snorts when she laughs!).

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Customer Bliss

APRIL 23, 2021

My gift to you is sharing conversations with these incredible colleagues through my podcast to help you further your career and develop your leadership skills. Bell needs no introduction in this industry; he’s authored numerous influential books and is a trusted speaker and consultant. Bell tells us why truth is vital to trust.

Customer Experience 273

Customer Experience Consulting Sports Leadership 273

CSM Magazine

JUNE 2, 2021

The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director. Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson.

Loyalty 52

Loyalty Travel Fashion CRM 52

Experience Investigators by 360Connext

FEBRUARY 2, 2015

.” If it works to ignore loyalty, people will continue to do that. How many incentives are tied to real customer satisfaction and loyalty? Here are three ways to encourage the people in your organization to care about loyalty from customers. Understanding how to create and maintain loyalty is a key factor in improving it.

Customer Satisfaction 110

Customer Satisfaction Loyalty Net Promoter Score Social Media 110

Micah Solomon

OCTOBER 10, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. That is the difference between providing ho-hum service by merely reacting to customer requests and building loyalty through true anticipatory service.

Leadership 68

Leadership Customer Service Hospitality Hotels 68

TechSee

MARCH 7, 2023

Carol’s tireless advocacy for pay equity, leadership in trying times (cold supply chain anyone?), She combines expertise in operations management, finance, customer operations, strategy development and execution, complex problem solving, and large organization leadership with complex negotiation, analytical, and interpersonal skills.

Contact Center 207

Contact Center Leadership Hospitality Chief Customer Officer 207

Beyond Philosophy

DECEMBER 31, 2022

Bad leadership leads to bad Customer Experience. To have a great Customer Experience, you have to have great leadership. In this episode, we explore the role of leadership in Customer Experience and the 5 Rules guaranteed to increase your effectiveness as a leader. It reminds me of rabbits. Check it out here.

Call Center 88

Call Center Leadership Culture Consulting 88

CSM Magazine

MARCH 28, 2018

Does company loyalty exist anymore? The definition of company loyalty has certainly changed over the years. This change in company loyalty has become very apparent with Millennials, who are men and women born between 1982 and the early 2000’s. Beth Carter is President of Carter Consultants Ltd., About the Author.

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Loyalty Leadership Consulting Survey 40

NobelBiz

NOVEMBER 16, 2021

How to develop Conscious Leadership? The development of emotional intelligence leads to conscious leadership. Conscious leadership applies the notion of awareness to corporate management. Internal cohesiveness is characterized by positive leadership, a common vision, and values. But make no mistake.

Contact Center 52

Contact Center Leadership Self Service Contact Center Software 52

ECXO

AUGUST 9, 2023

Professional services (PS) and consulting is critical to client experience. From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. The impact it has on your PS and consulting, and on any client interaction, is considerable.

Consulting 98

Consulting Competitive Advantage Culture Touchpoint 98

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. You can read more about Karen at the end of her post.

Customer Retention 173

Customer Retention Customer Service B2C Customer Service Strategies 173

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

They want to know how to increase loyalty and revenue and all that good stuff. 92% of customers feel a poor service experience decreases their loyalty. 92% of customers feel a poor service experience decreases their loyalty. Justify customer loyalty through excellence – innovate audience interactions. We have been there.

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Customer Experience Social Media Poor Customer Service Loyalty 282

Kustomer

APRIL 9, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Gabe Larsen is joined by John DiJulius of The DiJulius Group to discuss customer loyalty, growth preparation, and employee management. However, most of his time and attention goes to The DiJulius Group, a customer experience consulting firm.

Loyalty 59

Loyalty Airlines Leadership Groups 59

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Sue Duris Customer Experience and Digital Marketing Consultant. Why did you give that score?

System 338

System Effort Score NPS Net Promoter Score 338

Currency Alliance

DECEMBER 17, 2019

This is the blog version of our Loyalty Strategy Guide 2020. For a more engaging read, click here to Currency Alliance Loyalty Strategy Guide 2020. There was a mix of good and bad, for loyalty in 2019. The widespread devaluation of loyalty currencies during the past few years brings this into sharp focus.

Loyalty 64

Loyalty Strategy Loyalty Programs Travel 64

Lumoa

MAY 5, 2022

Good customer experiences affect customer satisfaction and loyalty and have become a significant strategic differentiator that can strengthen your brand. Developing CX leadership requires collaboration and communication with customers, employees, and partners. How to develop and implement a Customer Experience strategy?

Strategy 277

Strategy Customer Experience How To Analysis 277

Currency Alliance

FEBRUARY 10, 2021

If a new CEO replaced you tomorrow, and had no previous connection to the current loyalty program, what changes do you think she would make? We hear loyalty leaders state all the time that they have embraced ‘best practices’. That’s right, loyalty programs should be a profit center. Nobody granted those loans on a whim.

Loyalty Programs 52

Loyalty Programs Loyalty How To Touchpoint 52

Talkdesk

MARCH 6, 2020

It has consulted, planned and operated visual communication implementations in 14,000 installations worldwide in over 90 countries. Elisa Videra’s customer service leadership relies on Talkdesk Reporting & Analytics to follow call performance and track how they can enhance its quality. Want to know more?

Net Promoter Score 57

Net Promoter Score Loyalty Customer Relationship Management Contact Center 57

Education Services Group

DECEMBER 7, 2020

What’s the difference between emotional and behavioral loyalty? The goal for Customer Success organizations is to develop emotional loyalty in your customers as opposed to behavioral loyalty. The goal for Customer Success organizations is to develop emotional loyalty in your customers as opposed to behavioral loyalty.

Loyalty 52

Loyalty Customer Success Groups Culture 52

Experience Investigators by 360Connext

DECEMBER 31, 2014

Join us later this month and then every month this year to discuss everything from customer communications to micromapping to customer experience leadership. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Please enter your email to stay in the loop.

Entertainment 247

Entertainment Leadership Social Media B2B 247

Beyond Philosophy

JANUARY 5, 2023

What do leadership and rabbits have to do with each other? Leadership is essential when you have a customer strategy that puts the customer at the center of everything you do. Build loyalty. We should then use those strengths in our leadership. This leadership book stands the test of time. Usually, not much.

Leadership 78

Leadership Call Center Loyalty Course 78

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. Many companies are still measuring customer sat in hopes that learning about its drivers will help build customer loyalty, but satisfaction isn’t contemporary regarding decision-making or reflective of what is going on in the customer’s real, emotional world. Servant Leadership.

Leadership 60

Leadership Engagement Customer Centricity Employee Engagement 60

Horizon CX

MAY 19, 2023

Ineffective Leadership: Leadership plays a crucial role in driving and sustaining organizational transformation. Leadership alignment and competence are vital for setting the direction, creating a sense of urgency, and inspiring and engaging employees throughout the transformation journey.

Customer Centricity 130

Customer Centricity Leadership Culture Customer Experience Management 130

Experience Investigators by 360Connext

JANUARY 3, 2018

It’s about the leadership of an established industry ignoring the way their customers like to be treated. It’s about leaders leaning into old systems and fear of change and claims around “customer loyalty.” ” Loyalty is not something your customers owe you. Your customers deserve more. They love us!

Tips 164

Tips Loyalty Leadership NPS 164

Experience Investigators by 360Connext

NOVEMBER 3, 2014

If someone in a leadership position cares enough to recognize the truth hurts and might be tricky to address, that company is a winner. They start trusting clients and customers more than their leadership. As a customer, it hurts to be neglected or ignored after investing your own loyalty in a brand you believe in.

How To 271

How To Leadership Social Media Consulting 271

One Millimeter Mindset

APRIL 12, 2023

In my consulting, mentoring and speaking collaborations, I ask professionals like you to define what their desired outcome looks like from our mutual experience. Equally often, these professionals tell me that they want to be able to “bring greater value to clients” and “be able to assume a leadership position in three years or less.”

Consulting 77

Consulting Leadership Innovation Advertising 77

Oracle

JUNE 14, 2018

According to Deloitte, it’s time for brands to rethink the traditional loyalty scheme. We recently asked our Twitter community of small-to-medium business (SMB) influencers, advisors, and thought leaders to share their tips for increasing brand loyalty in 2018. Continue reading to see their advice. Nothing is as it was.

Loyalty 54

Loyalty Tips Brands B2C 54

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s well documented that a little mixup can actually increase loyalty when the recovery is handled well. They have been asked to make deposits into the relationship bank (through trust, loyalty, etc.) The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Banking 286

Banking Loyalty Culture Social Media 286

Experience Investigators by 360Connext

DECEMBER 5, 2014

Our premier episode features the one and only Jackie Huba , author of Monster Loyalty : How Lady Gaga Turns Followers Into Fanatics, who shares amazing insights and gives us a sneak peek into her next area of focus. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

Experience Investigators by 360Connext

DECEMBER 8, 2020

The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Whether it’s the end of the year or any other time that’s right, these are five of the questions I ask the clients I consult with when it’s time to reflect. And for many of us it’s extremely relatable.

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329