Experience Investigators by 360Connext

OCTOBER 11, 2024

I’ve engaged more than 500,000 CX professionals through my LinkedIn Learning CX courses , which explore foundational topics and guide you through your planning. Leave me a voicemail here and I can help you on an upcoming episode. We have several CX workbooks and guides to help you lay your foundation and drive ongoing success.

Customer Service 270

Customer Service Customer Experience How To Customer Journeys 270

InMoment XI

OCTOBER 17, 2024

Education Questions How satisfied were you with the quality of the instruction and course materials? On a scale of 1-10, how would you rate the level of support provided to you throughout this course? Would you recommend this course to others interested in the subject?

Feedback 195

Feedback Effort Score Survey Customers 195

InMoment XI

NOVEMBER 18, 2021

Many ships find themselves idling in harbors the world over, which of course increases shipping prices, while the aforementioned driver shortage is an outgrowth of the mass-quitting phenomenon the media have dubbed The Great Recession. Both problems further complicate acquiring stock and providing the experiences that your customers expect.

Customer Experience 362

Customer Experience Guidelines Course Brands 362

InMoment XI

DECEMBER 21, 2021

The move toward commitment and advocacy is generally driven, and championed, by senior executives, though, of course, they can’t do it alone. Before they do that, of course, they have to accept that organizational focus and stakeholder centricity are issues of concern. They need to state and restate this again and again.

Customer Experience 397

Customer Experience Loyalty Course Advertising 397

InMoment XI

DECEMBER 15, 2022

Of course not, you’re using your smartphone that tells you where you are, when to turn, and if there is an accident up ahead. Digital experience trends are the new road maps of modern day business. Are you still using a paper map to direct you when you’re driving to work?

Trends 397

Trends How To Social Media Survey 397

InMoment XI

DECEMBER 13, 2022

Of course, it’s also a poor experience for the customer. Of course, these four questions are contingent on the organization understanding what the original issue is. Most CX professionals won’t be surprised by this question as post interaction surveys typically include something of this nature. Wrapping Up.

ROI 370

ROI Call Center Return on Investment Measurement 370

Experience Investigators by 360Connext

NOVEMBER 17, 2020

” Of course, I was proud of my kids for being polite. While it’s great to send personal notes, of course, it’s possible to get creative. Of course there are times like a first purchase or a renewal. . “Please’s and thank you’s aren’t very common anyway, but especially from kids.

How To 372

How To Airlines Social Media Course 372

Experience Investigators by 360Connext

DECEMBER 10, 2024

There are more resources around proving the value of your CX strategy and optimizing CX for long-term value, in my LinkedIn Learning course on The CX Value Chain: Linking Customer Experience to Business Outcomes. The CX Value Chain: Online Course | LinkedIn Learning Linking Customer Experience to Business Outcomes.

ROI 143

ROI Customer Experience Customer Journeys Effort Score 143

InMoment XI

NOVEMBER 23, 2021

Of course, we know that digital and physical experiences aren’t the only aspect of the customer journey that luxury retail brands need to pay attention to. And that comes through with a unique branding voice and character.

Retail 397

Retail Customer Journeys Touchpoint Brands 397

Comm100

DECEMBER 8, 2024

For instance, they can guide students through their course registration process based on their program requirements or help them understand financial aid options specific to their eligibility. These chatbots handle queries specific to academia, such as admissions processes, course registration, financial aid assistance, and academic advising.

Chatbots 130

Chatbots Financial System Course 130

Experience Investigators by 360Connext

JANUARY 7, 2025

Of course, these wont happen overnight. You may decide its appropriate to shift course mid-year, which gives you time to get on a better path and still drive measurable results before the end of the year. Stay committed to your strategy and be willing to shift course as new opportunities arise or as your customer expectations evolve.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

InMoment XI

NOVEMBER 25, 2021

Of course businesses are motivated to retain their customers and employees, as it takes time and money to replace both customers and talent. The most common use case for predictive models in CX and EX tends to be employee or customer churn, which means customers or employees are intending to leave your brand.

eBook 370

eBook Case Study Exercises Customer Retention 370

eglobalis

OCTOBER 9, 2024

However, focusing on long-term strategy ensures that your business stays on course, avoiding reactionary decisions that can lead to fragmented product development, while also balancing the risk of customer churn if competitors offer similar features or services.

Feedback 530

Feedback ROI Innovation B2B 530

InMoment XI

MARCH 21, 2022

If you build your CX program around a roadmap (with clear checkpoints, of course), it will help you stay focused on your ultimate goals. CX leaders are often stuck in the cycle of wading through data and less enabled to actually take action on it. Solve the Challenge: Have a Roadmap From the Beginning .

Brands 397

Brands Roadmap Strategy Social Media 397

InMoment XI

OCTOBER 18, 2022

Steep discounts can benefit customers, of course, but on this scale they leave a brand’s bottom line weakened. About a year on, a combination of sluggish demand and eventual delivery has resulted in a deluge of patio furniture that brands, frankly, have no room for. Challenge #4: Shrinkflation.

Brands 397

Brands Transportation Wait Times Course 397

BlueOcean

OCTOBER 21, 2024

Of course, the effects of a customer loss can extend far beyond those that are simple to quantify. If you’re ready to do the math, this formula can help you start to explore the cost of losing a customer. The LTV calculation can play an important role in determining the ROI of your customer care team and specifically, the customer save team.

Lifetime Customer 156

Lifetime Customer Poor Customer Service Social Media Customer Retention 156

InMoment XI

JANUARY 6, 2022

Most CX incentives programs are built with the goal of changing or improving certain behaviors in mind, but what about staying the course? Lens #3: Incentivizing Existing Behaviors. If your brand is in a good place right now (i.e.,

Rewards Programs 370

Rewards Programs eBook Report Feedback 370

InMoment XI

MARCH 3, 2022

Of course, today’s experiences are crucial. So how are the experiences you’re providing really getting better on a day to day basis? Truth #2: Improving Experiences (and Finding CX Value) Focuses on the Big Picture. But so is every future one! That’s why the big picture matters.

Fashion 370

Fashion Government Measurement Voice of Customer 370

BlueOcean

JULY 13, 2023

Blue Ocean was thrilled to partner with our client over the course of this event. As a result, record numbers of attendees and, consequently, record-high inbound customer service volume were projected for the 2022 championships.

Case Study 276

Case Study Sports Customer Care Study 276

InMoment XI

MARCH 14, 2025

And of course your call center may prioritize something completely different. Create a course or module? For example, some call centers may be focused on a certain performance metric like speed or efficiency, while others might be prioritizing positive customer service outcomes in response to a string of unpleasant online reviews.

Call Center 195

Call Center Metrics Tools First Call Resolution 195

InMoment XI

FEBRUARY 12, 2025

Of course, this is contingent on how you handle the reviews. Strengthen your Reputation and Review Management with InMoment Online reviews can help drive in-store traffic by improving your business’ visibility, building customer trust, and strengthening your reputation.

Tips 221

Tips Feedback Retail Social Media 221

InMoment XI

SEPTEMBER 30, 2021

Of course, with email surveying, there are highly technical strategies that can be done to help. Here are a couple best practices to avoid this issue: Make sure to send from a reputable IP address Remove any words in the subject line that may trigger those filters Whitelist your domain if possible.

Survey 370

Survey Tips Course Measurement 370

InMoment XI

FEBRUARY 28, 2022

Making group decisions is also, of course, more difficult with an approach this decentralized. However, this also creates the danger of program and experience inconsistency, both of which risk leaving customers confused and disengaged if they frequent multiple locales. Decisions, Decisions.

Government 418

Government Customer Experience Infographics Groups 418

InMoment XI

JULY 12, 2022

Many brands use data to measure employee performance as a matter of course, but tracking something only accomplishes so much. Data is great for strengthening experiences and the bottom line, but with the right plan and structure, it can drive another factor just as if not more fundamental: an employee-centric culture.

Contact Center 397

Contact Center Metrics Customer Centricity Culture 397

InMoment XI

APRIL 28, 2022

Those two audiences are important, of course, but so too are the litany of other customer and non-customer groups that populate your marketplace landscape. Identifying Audience Segments. There are many experience vendors out there whose approach revolves around two audience groups: new customers and existing customers.

Marketing 370

Marketing Social Media Trends Groups 370

Customer Bliss

FEBRUARY 18, 2022

Listen to or watch the full interview ».

Customer Experience 286

Customer Experience Chief Customer Officer Leadership Course 286

C3Centricity

OCTOBER 22, 2020

Both of these trends have been further exacerbated by the pandemic of course. Retailers need it to deliver products of course, but we all seem to have become data mad! And eating at home is now the norm, other than cheap, fast food stores, so restaurants and bars are suffering too. I don’t even think so. Let me show you.

Retail 357

Retail Advertising Course Survey 357

InMoment XI

OCTOBER 28, 2021

And of course, Customer Care is the safety net if something goes wrong along the way. The org is also supported by IT and the technology platforms—such as apps and websites—that customers can use, as well as the internal systems that enable employees to deliver a great experience. Let’s Take a Closer Look at Revenue Management/ Pricing.

Airlines 370

Airlines CRM Government ROI 370

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

And of course, your Customer Experience Success Statement is the key to defining your CX goals in tangible, achievable ways. Of course, listening to customer feedback is essential for finding critical issues and fixing them quickly. This way, you can send these customers appropriate messages (when the time is right, of course!).

Net Promoter Score 248

Net Promoter Score How To Course Customer Journeys 248

CX University

FEBRUARY 13, 2025

CX University, a leading provider of Customer Experience (CX) education, and JourneyTrack , the all-in-one comprehensive CX/EX journey management platform, have established a collaborative partnership to enhance the Applied Customer Journey Mapping professional development course.

Customer Journeys 72

Customer Journeys Software Innovation Course 72