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. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Please enter your email to stay in the loop.

Entertainment 247

Entertainment Leadership Social Media B2B 247

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

NOVEMBER 26, 2014

If your customers mistreated, ignored, unappreciated or neglected when everything is going as expected, how will they feel when you need to make a withdrawal from the relationship bank? It’s well documented that a little mixup can actually increase loyalty when the recovery is handled well. However, there are conditions.

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. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. We have been there.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Experience Investigators by 360Connext

OCTOBER 6, 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 Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

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. Original customers begin wondering “what’s in this for me?” It’s painful in a lot of ways.

How To 271

How To Leadership Social Media Consulting 271

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

Michelli Experience

MARCH 9, 2016

There are few things more important about leadership than developing and growing talent.

Engagement 100

Engagement Insurance Loyalty Employee Engagement 100

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

OCTOBER 20, 2014

If there’s one piece of wisdom that this simple pilgrim would like to impart upon you: have the courage to start with the customer. My biggest regrets are the moments that I let a lack of data override my intuition on what’s best for our customers. appeared first on Customer Experience Consulting.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Experience Investigators by 360Connext

DECEMBER 8, 2014

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

Customer Journeys 252

Customer Journeys Social Media Loyalty Consulting 252

Service Untitled

JANUARY 10, 2011

According to Wikipedia, “an engaged employee is one who is fully involved in, and enthusiastic about, his or her work, and thus will act in a way that furthers their organization’s interest.” According to Scarlett Surveys, 31% of employees are disengaged and 4% of those 31% are hostile. Create a strong team environment.

Employee Engagement 71

Employee Engagement Engagement Leadership Culture 71

ECXO

JUNE 11, 2023

Customer Experience = Seeing + Being + Doing Customer Centricity is the umbrella for concepts like Customer Experience, Customer Intimacy, Customer Advocacy, Customer Loyalty, etc.

Customer Experience 122

Customer Experience Customer Centricity Competitive Advantage Government 122

Michelli Experience

MARCH 2, 2016

Recently Starbucks announced a change in their highly regarded loyalty program and I heard both praise and deep criticism. Sadly, I felt very old because in 2004 the mere mention of a loyalty program at Starbucks was not well-received. 2) Drive Profitability – Every customer should be treated caringly and with respect.

Loyalty Programs 100

Loyalty Programs Loyalty Rewards Programs How To 100

Experience Investigators by 360Connext

DECEMBER 11, 2014

Entrepreneurs who can’t let go are often left wondering why their “loyal” customers left without so much as a good-bye. Loyalty does not mean forever for customers. If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Michelli Experience

AUGUST 17, 2016

Here are a few lessons and tools I’ve picked up along the way by watching the consistent care afforded by leaders in these organizations: 1) Employee Engagement Drives Customer Engagement. As such, leaders in “world class” service organizations measure and actively seek to drive employee and customer connections.

Employee Engagement 100

Employee Engagement Hotels Loyalty Customer Engagement 100

Michelli Experience

AUGUST 10, 2016

I love serving customers and helping businesses create loyalty-building customer experiences. HOWEVER, service does not mean customers should be given the power to ABUSE those that serve them. Leadership must intervene when customers seek to: Manipulate. Intimidate. Persistently Swear.

Leadership 100

Leadership Hotels Loyalty Customer Centricity 100

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.

Technology 110

Technology Customer Experience Social Media Trends 110

Lumoa

FEBRUARY 6, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Is customer centricity already part of the company DNA and culture?

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Michelli Experience

APRIL 6, 2017

The post {Infographic} Likely to Recommend vs. Actually Recommending: Loyalty vs. Advocacy appeared first on Joseph Michelli.

Infographics 100

Infographics Loyalty Net Promoter Score Employee Engagement 100

Experience Investigators by 360Connext

MARCH 4, 2015

What if that is contrary to long-term loyalty? This idea of pushing a short-term goal at the sake of most other things may have worked before customers have the voice they do now. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Short-term goals, long-term backlash.

Customer Service 110

Customer Service Airlines Social Media Loyalty 110

Experience Investigators by 360Connext

APRIL 10, 2015

Saying “sorry” when things go wrong can actually increase loyalty and positive feelings, simply from acknowledging it and helping a customer feel heard. Understanding customer expectations sets the stage for exceeding those expectations and creating positive customer experiences. Shonali Burke.

Social Media 110

Social Media Marketing Customer Journeys Consulting 110

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

JUNE 15, 2015

American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba , sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future of innovation. Impressive #leader who understands what #customer first leadership means. Leadership is about integrity.

Leadership 110

Leadership Innovation Social Media Consulting 110

Michelli Experience

MAY 18, 2016

In addition to three topics I typically talk and consult about (customer experience, leadership, and culture), in every setting one word kept coming up – Millennials! Most leaders and frontline workers are trying to determine what it takes to engage Millenials (the group born somewhere between 1980 and 1996).

Competitive Advantage 113

Competitive Advantage How To Employee Engagement Study 113

Blake Morgan

JANUARY 20, 2022

His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Adrian Swinscoe . Annette Franz . Bill Quiseng .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Experience Investigators by 360Connext

MARCH 11, 2015

It’s the hub of our thought leadership, our perspective on current events, our “x marks the treasure” spot for our social communities! 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Blogs are at the center of many content strategies.

Tips 110

Tips Social Media Leadership Exercises 110

Customer Guru

AUGUST 21, 2018

DiJulius is a best-selling author of three books, a renowned keynote speaker, and an international customer experience consultant. John is an “Ex-Disney Guy” and Customer Experience Coach. He helps brands achieve improved customer experience, customer loyalty, and branding by his keynote speaker presentations and workshops.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Experience Investigators by 360Connext

JUNE 22, 2015

Social can help your leadership seem more down-to-earth and in tune with customers. Could your leadership benefit from hearing directly from customers? Help your customers get the most out of your products, so they love them even more! Nothing thrills a devoted customer more than being recognized for loyalty.

Social Media 110

Social Media Engagement Video Innovation 110

Integrity Solutions

APRIL 16, 2021

It’s integral to their success, and it’s one of the secrets to high-performance leadership in tough times. But knowing how important it is to have a customer-centric strategy and being able to build customer-centricity into your culture are two different things. Aligning Your Culture to Your Customer-Centric Strategy.

Customer Centricity 121

Customer Centricity Culture Competitive Advantage Customers 121

Experience Investigators by 360Connext

NOVEMBER 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.

B2B 271

B2B B2C Social Media Retail 271

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

Maz Iqbal

JANUARY 8, 2015

If you are with me so far then it occurs to me that you have gotten insight into why it is that so few organisations cultivate genuine-meaningful-enduring loyalty between themselves and their customers and vice versa. The same question: why would any sane person feel any loyalty towards a ‘matcher’?

ROI 48

ROI Employee Engagement Leadership Loyalty 48

Beyond Philosophy

NOVEMBER 10, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Experience Investigators by 360Connext

FEBRUARY 26, 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.

Customer Centricity 110

Customer Centricity Customer Journeys Social Media Consulting 110

Experience Investigators by 360Connext

APRIL 21, 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.

B2B 110

B2B B2C Ecommerce Social Media 110