Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. Change or eliminate touchpoints that aren’t working for the customer’s benefit.

Touchpoint 187

Touchpoint How To Customer Experience Professionals Advertising 187

Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. Change or eliminate touchpoints that aren’t working for the customer’s benefit.

Touchpoint 173

Touchpoint How To Customer Experience Professionals Advertising 173

Kerry Bodine

FEBRUARY 6, 2017

Here are three lessons that marketers and customer experience professionals (and the advertising agencies they turn to for advice) still need to learn: Stress test your friggin website! How much more would it cost to employ a team of people to actively manage your social media feed for a few hours?

Social Media 120

Social Media Advertising Customer Experience Professionals Brands 120

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. The first wave of customer experience professionals have had to create our own paths. There was no text book or standard curriculum when it came to customer experience. Take Advantage of Social Media.

Social Media 146

Social Media How To Culture Customer Centricity 146

Comm100

AUGUST 16, 2019

With robocalls sowing distrust in the telephone as a communication method, businesses need to diversify their customer service offerings or risk getting left behind. Social media encompasses Facebook, Twitter, Instagram, etc. Emails or phone calls can feel distant and professional, texting is much less formal.

Communication 101

Communication Social Media Knowledge Base Contact Center 101

Experience Investigators by 360Connext

JUNE 17, 2015

A recent example: A client was diligently tracking customer discussions via social media. Now, there is a real-time strategy to respond to customers online. Yes, customer experience is a big topic. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 110

Customer Experience Social Media Employee Engagement Metrics 110

Experience Investigators by 360Connext

JULY 12, 2022

Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. This feedback could provide clues about where customers want you to listen more. It’s also not realistic to insert a clunky survey experience in the middle of a sleek mobile tool.

Customer Journeys 143

Customer Journeys Feedback Social Media Exercises 143

Horizon CX

DECEMBER 1, 2023

Customer Loyalty and Retention Studies: Explore studies that delve into the correlation between customer loyalty, retention, and financial success. Industry-Specific Customer Experience Reports: Many industries release reports that focus on the state of customer experience within that sector.

Customer Centricity 130

Customer Centricity Customer Journeys Automotive Fashion 130

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity How To 259

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Jeanne Bliss, Founder and CEO at Customer Bliss. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

Totango

MARCH 8, 2022

A customer success community is a group of professionals who wish to grow in their customer success careers and share a common interest in helping clients achieve desired outcomes. Customer success communities usually operate through digital channels such as social media, apps, chat rooms, online forums, and email lists.

Customer Success 115

Customer Success Guidelines Social Media Tips 115

Hallmark Business Connections

JULY 27, 2021

Incorporate social media. People who engage regularly with a company on social media are often ideal targets for personalized marketing pieces. Test the Waters: Try Life Event Marketing. Data is Like an Amusement Park.

Data 98

Data Marketing Social Media Connections 98

CX Accelerator

MARCH 9, 2020

Having spent the first six years of my professional career working with some of my closest friends in a tight-knit office where my work was well-respected, I got comfortable. I could see the writing on the wall and feared that my role in managing social media and PR for a local boutique agency might soon be in jeopardy.

Contact Center 182

Contact Center Social Media Travel Advertising 182

CX Accelerator

MARCH 9, 2020

Having spent the first six years of my professional career working with some of my closest friends in a tight-knit office where my work was well-respected, I got comfortable. I could see the writing on the wall and feared that my role in managing social media and PR for a local boutique agency might soon be in jeopardy.

Contact Center 182

Contact Center Social Media Travel Advertising 182

ReviewTrackers

AUGUST 24, 2020

This quotes captures the essence of how, in today’s age, user-generated content (such as online reviews, blog posts, and social media comments) can make or break a business. Only when you know your customers inside-out will you be able to captivate and delight them. What do they really think of your products and services?

Customer Experience 124

Customer Experience Multi-Channel Social Media Touchpoint 124

Experience Investigators by 360Connext

OCTOBER 6, 2014

It’s one thing to hear customers are complaining about something, it’s another to stand there and hear the complaint directly. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

ijgolding

NOVEMBER 28, 2014

Unbeknown to United at the time, Dave Carroll is a Canadian musician and a member of the band ‘Sons of Maxwell’ As a result of the lack of desire demonstrated by United to deal with the issue, Dave felt that his only option was to reach out to social media to share his experience with as many people as possible.

Social Media 318

Social Media Airlines Video Consumers 318

Thematic

JUNE 28, 2023

I chose the following: Then, I asked for five examples of how LLMs will affect the work of customer experience professionals. LLMs for personalized experiences on tap: This has potential, but I’m not convinced the technology is there yet. Here are the answers: 1.

Customer Experience 62

Customer Experience Chatbots Social Media Training 62

Customer Experience Insight

DECEMBER 3, 2020

Customer experience professionals might be the most valuable players in their company’s success in 2021. You hold the key to customer retention. Many just couldn’t retain the customers they had before they were forced to shut down. The coronavirus put a monkey wrench in actual customer meetings.

Customer Experience Professionals 52

Customer Experience Professionals Social Media Customer Retention Tips 52

SurveySensum

JULY 9, 2021

Do we need to post more on social media?” . They focus on building social media channels, learning the latest marketing trends, competitors, and other things. Why is it important for CX Professionals to be empathetic? And then they ask themselves, . “Do Should we dive headfirst into the latest marketing trend?”.

Social Media 98

Social Media ROI NPS Loyalty 98

GetFeedback

JULY 19, 2019

Combined viewpoints: Customers are complex and nuanced, just like each of us is. Using both s tructured feedback, like CSAT scores and NPS ratings, with unstructured feedback, like customer’s verbatim responses on surveys and social media, provides a richer, more robust picture of the customer.

Customer Journeys 230

Customer Journeys Effort Score Net Promoter Score How To 230

Quadient

SEPTEMBER 16, 2022

This one: Customer Journey Mapping: A brand's GPS to loyalty and advocacy was written back in 2016 by Laurent Ghio, Quadient’s first Certified Customer Experience Professional. Customer Journey Mapping. Experience. Social Media Image. Customer Experience Resources.

Customer Journeys 52

Customer Journeys Social Media Roadmap Software 52

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Kustomer

AUGUST 26, 2022

Experience This! Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast. Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. Learn Customer Service Secrets on the Kustomer Podcast.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage Hospitality 105

Experience Investigators by 360Connext

MARCH 9, 2015

Our blog here at 360Connext is of course a good place to start, but I also follow blogs focused on retail, metrics, customer service, and more. If you’re serious about becoming a customer experience professional, then the Customer Experience Professionals Association is the place for you.

Customer Experience 110

Customer Experience Chief Customer Officer Customer Experience Professionals Resources 110

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Well, dial back your expectations a little.

Tips 282

Tips Customer Centricity Strategy Social Media 282

Lumoa

JANUARY 9, 2018

This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations. This is hard work but it’s that work that ultimately brings about happy, loyal customers.

Customer Experience 354

Customer Experience Competitive Advantage Omni-Channel Culture 354

ijgolding

APRIL 29, 2016

It is always a huge pleasure and often humbling for me to meet fellow Customer Experience Professionals. As well as being remarkably reassuring that I am not the only customer focused ‘nutcase’, I learn a considerable amount too! Things like: “My meal is cold when it arrived.”

Fashion 120

Fashion Social Media Retail Consulting 120

CX Journey

SEPTEMBER 27, 2016

Many are found in the research you conduct every day, so you need to know how to spot them, but often they can be heard on social media or on other off-the-beaten path communication channels: snippets of information that provide some insight into where and how needs are shifting. On that note. Where can weak signals be heard or seen?

Social Media 80

Social Media Innovation Government Customer Experience Professionals 80

ijgolding

NOVEMBER 16, 2015

Whilst the meaning behind the phrases is perfectly well intended, all too often the words and their meaning are dismissed by those looking for any excuse to resist a focus on ‘the customer’. Last week I, along with thousands of other Customer Experience Professionals, proudly celebrated the third global CX Day.

Engagement 120

Engagement Customer Experience Professionals Customer Centricity Social Media 120

Oracle

AUGUST 1, 2018

Jeanne Bliss Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. Learn more.

Chief Customer Officer 72

Chief Customer Officer Video Customer Experience Professionals Social Media 72

Customer Bliss

DECEMBER 22, 2016

In the economic downturn, there was a great and lasting appreciation, understanding and criticality around organic growth of the customer base. Secondly, Omni-channel and social media challenges has increased and driven them to recognise that they must find a clear operational and behavioral way to show up to customers in a different way.

Chief Customer Officer 0

Chief Customer Officer Omni-Channel Social Media Leadership 0

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Well, dial back your expectations a little.

Tips 208

Tips Customer Centricity Strategy Social Media 208

Customer Experience Insight

DECEMBER 17, 2020

About 30% want to deal with knowledgeable customer experience professionals. Despite popular belief, customers across generations – from Gen Z to Baby Boomers – have similar preference when getting help. How do we know that? Fixes to those three issues: Ask about the timeframe.

Social Media 52

Social Media Policies Customer Experience Professionals Training 52

Comm100

MARCH 8, 2017

Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss. JeanneBliss. Marsha Collier. Jeannie Walters.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0