Experience Investigators by 360Connext

FEBRUARY 5, 2015

The Retail Trends Report from Retail Customer Experience is full of valuable insights on both consumers and retailers and how they’re feeling about the way we are shopping today. Customer engagement. Finding and keeping employees. …both challenges related to people. How can we confront this challenge?

Customer Engagement 110

Customer Engagement Engagement Strategy Retail 110

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

Help.com

MARCH 14, 2016

A recent study by Gallup shows that only 29% of customers are fully engaged. 71% of customers are ready and willing to part ways with your company. We share a few tips below that can help boost your customer engagement and create a culture of loyal, happy customers. Make your business more customer-centric.

Customer Engagement 114

Customer Engagement Engagement Tips Social Media 114

InMoment XI

JANUARY 20, 2009

There is a direct connection between employee engagement and customer engagement, otherwise known as "The Spillover Effect�.

Employee Engagement 200

Employee Engagement Engagement Loyalty Connections 200

InMoment XI

JANUARY 20, 2009

There is a direct connection between employee engagement and customer engagement, otherwise known as "The Spillover Effect”.

Employee Engagement 200

Employee Engagement Engagement Loyalty Connections 200

InMoment XI

JANUARY 20, 2009

There is a direct connection between employee engagement and customer engagement, otherwise known as "The Spillover Effect”.

Employee Engagement 200

Employee Engagement Engagement Loyalty Connections 200

SurveySparrow

JANUARY 7, 2021

It’s a no brainer that covid-19 has brought major changes in every aspect of your customers’ life— purchasing behaviors, needs, and emotional mindset. Whatever situation your customer faced, the value of providing a great customer experience hasn’t changed a bit for businesses. So, what’s the wait?

Customer Engagement 52

Customer Engagement Engagement Chatbots Effort Score 52

CSM Magazine

APRIL 15, 2020

and with customers across the U.K., and Australia, U-WFM’s solution gives its customers the ability to forecast demand, monitor adherence, and optimize their contact center operations for companies of all sizes and across any industry vertical. Headquartered in Sheffield, U.K., About Puzzel.

Omni-Channel 52

Omni-Channel Employee Engagement Engagement Contact Center 52

Comm100

NOVEMBER 23, 2022

The customer service world continues to develop, and each new year can mean a sea change in changing consumer expectations. As new customer service trends arrive, service that was once considered exemplary might no longer meet the growing customer demand. Omnichannel customer engagement software offers a solution.

Trends 207

Trends Customer Service Chatbots Omni-Channel 207

Uniphore

DECEMBER 20, 2021

At the same time, BPO employees are needed now more than ever. With more customers engaging with businesses remotely, contact centers are scrambling to find new ways to attract, empower and retain top talent. The right tools can empower employees. Enter conversational AI and automation. Want to learn more?

Customer Service 130

Customer Service Contact Center Employee Engagement Training 130

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

ShepHyken

FEBRUARY 19, 2021

She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? There’s no denying that without an effective customer service team , a business would fall apart. Step 1: Implement Employee Engagement Software .

Employee Experience 124

Employee Experience Customer Service Customer Experience Employee Engagement 124

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. The second examined the retail experience of 40,000 Customers.

Employee Engagement 60

Employee Engagement Engagement Employee Experience Retail 60

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

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. Listen Now: Listen to “Best Practices of Employee and Customer Engagement | Suzzanna Rowold” on Spreaker.

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

Magellan Solutions

MAY 25, 2018

To develop a strong and lasting relationship with customers, you must first strengthen the camaraderie within your organization. To keep the customers satisfied, you must first create a great corporate culture. Start with the basics — customer service training. Start with the basics — customer service training.

Customer Service Training 70

Customer Service Training Training Customer Engagement Engagement 70

ClearAction

JULY 29, 2018

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? Customer engagement is successful to the degree that the rest of the company empowers its success. It’s an enterprise-wide imperative.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

COPC

APRIL 1, 2024

The challenge of keeping pace with changing customer expectations looms large. Technological advancements, notably artificial intelligence (AI), fuel customer experience transformation. Companies worldwide are grappling with leveraging technology to enhance the overall customer experience (CX).

Customer Experience 89

Customer Experience Contact Center Gamification Chatbots 89

Think Customers

MARCH 31, 2016

As more employees take on multiple responsibilities with little to no pay increases and no growth paths in place, it therefore should be no surprise that employee engagement is at an all-time low. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

Employee Engagement 40

Employee Engagement Engagement Customer Engagement Customers 40

Wired and Dangerous

MAY 19, 2020

Customer service can be a lot like the man in the house beside the track. We stop seeing the details of our customer’s experience; we cease standing in our customer’s shoes. Processes become a lot like wallpaper to a resident and we become afflicted with a type of blindness that keeps us from appreciating our customer’s world.

Customer Journeys 158

Customer Journeys Employee Engagement Training Financial 158

CCO Council

JUNE 3, 2014

Customer engagement needs to be a disciplined strategy with ownership, accountability, broad reach, goals, accountability, measures, and a marketing plan of its own to communicate with employees, customers, and other stakeholders. What opportunities are best suited to the customers and the pursuit of your goals?

Customer Engagement 81

Customer Engagement Engagement Strategy Chief Customer Officer 81

Verint

FEBRUARY 10, 2016

While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well. After all, those are the people who serve your customers and help determine if they stay loyal or not.

Employee Engagement 20

Employee Engagement Engagement Gamification Customer Engagement 20

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

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

Win the Customer

DECEMBER 11, 2023

In the evolving landscape of business, customer experience (CX) has emerged as the linchpin for success. For senior service managers, the ability to understand, measure, and enhance customer engagement is pivotal. Customer Effort Score (CES) The ease with which customers can interact with your services or products is paramount.

Customer Journeys 69

Customer Journeys Management Customer Experience Net Promoter Score 69

Experience Investigators by 360Connext

DECEMBER 3, 2014

moments that make a big difference in the customer experience. 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.

Innovation 232

Innovation Customer Service Social Media Consulting 232

Verint

JUNE 6, 2017

As discussed in a recent blog post by Laurie Wickham, the 2017 Verint Engage Global Customer Conference took place recently in Orlando, Florida with attendees from 17 countries and a variety of industries.

Customer Engagement 34

Customer Engagement Engagement Employee Engagement Conference 34

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

Genroe

JUNE 25, 2015

Customer feedback and the Net Promoter® process can drive customer engagement and improvement in your business but only if you first engage your employees. They won’t see the rosy, new, customer feedback driven world. They will see a world where one bad comment from a customer will get them fired.

Employee Engagement 40

Employee Engagement Feedback Engagement Net Promoter Score 40

Experience Investigators by 360Connext

NOVEMBER 17, 2014

Cooks and the customers they serve who can see each other – literally – both feel better about the experience. A recent study found that if cooks in a restaurant kitchen could see the customers ordering and enjoying their food and the customers could see the cooks preparing it, the food tasted better.

Social Media 282

Social Media Study Consulting Customer Engagement 282

Verint

SEPTEMBER 19, 2017

In my previous blog post , I discussed the rise to prominence of employee engagement in today’s contact center industry. As a reminder, 82 percent of participants in Saddletree Research’s recent survey of end-users ranked employee engagement as a highly important component of their contact center operational strategy.

Employee Engagement 32

Employee Engagement Engagement Contact Center Software 32

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

Think Customers

DECEMBER 14, 2015

conference calls, strongly encouraged 60-hour work weeks, and a culture that appears to throw people under the bus to advance in the organizational hierarchy are just a few of the strange experiences employees at Amazon reported and which also fly in the face of employee engagement practices. Personal accounts of 1 a.m.

Employee Engagement 40

Employee Engagement Culture Engagement Conference 40

Experience Investigators by 360Connext

NOVEMBER 5, 2014

Considering how much we ask employees to “own” the customer experience, why not form a company-wide book club to encourage learning and development in this area? How Net Promoter Companies Thrive in a Customer-Driven World . Get to know NPS a little with this updated edition of the classic customer experience book.

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

Experience Investigators by 360Connext

NOVEMBER 12, 2014

The North Face asked customers to walk their talk recently in Korea. In this viral video, customers who identified as those who seek adventure were given a choice. And it’s a great way to help customers identify with your products and experience. These customers had, after all, self identified as adventure seekers.

Brands 259

Brands Hotels Consulting Loyalty Programs 259

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