Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Effort Score Net Promoter Score Culture 261

Lumoa

MAY 5, 2022

Most people understand the importance of creating great customer experiences —nevertheless, many struggle with the complexity of working holistically and long-term with a Customer Experience strategy. Customer Experience (CX) is far more than traditional customer service and marketing.

Strategy 277

Strategy Customer Experience How To Analysis 277

ShepHyken

OCTOBER 29, 2023

Each week, I read many customer service and customer experience articles from various resources. Traditional loyalty programs, which often offer points or cash rewards, are being outdone by a new trend: experiential rewards. My Comment: I’m a fan of rewards and loyalty programs for a reason.

Customer Service 65

Customer Service Loyalty Programs Ecommerce Loyalty 65

TechSee

AUGUST 14, 2023

TechSee’s Annual Influencer List For a second year, everyone at TechSee is proud and excited to share our annual list of influential leaders in the space of digital customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

Customer Service 207

Customer Service Contact Center Customer Centricity Leadership 207

ShepHyken

JULY 17, 2023

Each week, I read many customer service and customer experience articles from various resources. 5 Factors That Make for a Great Employee Experience by Tiffani Bova (Harvard Business Review) Decades of business strategy have urged leaders to concentrate the bulk of their business efforts on the customer experience.

Customer Service 62

Customer Service Chatbots Retail Customer Satisfaction 62

ClearAction

JANUARY 8, 2024

Insights Utilization Rate Drives Growth Through Customer-Centric Organizations Lynn Hunsaker Customer-centric organizations use experience insights as the basis for each work group’s thinking and actions. Centric means aligned : customers’ well-being is the center of every decision).

Customer Centricity 62

Customer Centricity ROI Policies Chief Customer Officer 62

Customer Guru

AUGUST 8, 2018

Customer experience (CX) is the relationship of a customer with a business at all touchpoints during the period of the customer journey. It is widely said that customer experience is the next battleground for organizations. Adam is a globally recognized expert on customer experience.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Calabrio

MAY 10, 2019

As consumers have become more informed and competition amongst companies fiercer, customer experience (CX) has emerged as a key point of competitive differentiation and the contact centre as an essential part of the experience. Here are my recommendations for must-see sessions: The Basics of Customer Experience.

Technology 100

Technology Customer Journeys Customer Experience Self Service 100

ShepHyken

OCTOBER 27, 2023

She writes about how flexible workspaces revolutionize work, enhancing customer experiences through cost savings, increased productivity, and a dynamic, collaborative environment. Focus on Security and Privacy Security is naturally a top concern for customers using flexible workspaces, and so should it be yours.

Customer Experience 57

Customer Experience Sports Innovation Feedback 57

CX Journey

SEPTEMBER 8, 2016

Fact : Without your employees, you have no customer experience. The linkage between employee experience and customer experience has been proven. It's real, and your employees matter. What is the employee experience? For you and for the customer. We ask them.

Customer Experience 80

Customer Experience Customer Journeys Employee Experience Culture 80

SurveySensum

FEBRUARY 27, 2024

In fact, happy and satisfied employees are 13% more productive than unhappy and dissatisfied employees. Not only that, employee satisfaction has a great impact on your customer loyalty because companies with an employee engagement program reported enjoying 233% greater customer loyalty.

Metrics 52

Metrics Strategy Employee Engagement Culture 52

ECXO

APRIL 26, 2023

Why Your Customer and Design Chiefs (CCO-CDO) Need to Collaborate to Make a Success of Your CX Article source here. Peel back the layers of many successful customer experience strategies and you’ll find that accountability sits with the Chief Customer Officer (when they have one). The reason?

Chief Customer Officer 52

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 52

ClearAction

JANUARY 6, 2021

21 Tips for 2021 Customer Experience Excellence Lynn Hunsaker. Customer experience excellence is certainly defined a bit differently now, compared to years past. How can leaders wrap their heads around these overwhelming mandates for customer experience excellence?

Tips 77

Tips Customer Experience Net Promoter Score Customer Journeys 77

SurveySparrow

JUNE 20, 2023

One element stands out as a game-changer in the fast-paced corporate world where there is fierce competition and constantly changing customer expectations: the customer service experience. It’s the magic element that can turn a one-time customer into an avid advocate of the brand.

Examples 52

Examples Customer Service Customer Experience Exceptional Customer Service 52

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Beyond Philosophy

OCTOBER 29, 2020

You can have a great philosophy, deliberate strategy, and cunning tactics to inspire customer-driven growth, but if you don’t change your culture, they won’t work. Changing the culture within your organization is vital if you want to deliver a Customer Experience that fosters customer loyalty and retention.

Culture 167

Culture Airlines Call Center Customer Centricity 167

One Millimeter Mindset

APRIL 28, 2020

How do you create virtual employee experiences and client experiences? During my last virtual workshop last week, I held up the furry bedroom slippers I wore. Contact me to learn more about bringing one of my virtual keynotes, workshops and presentations to your next meeting. One millimeter at at time.

Meeting 89

Meeting Video Conference Communication 89

One Millimeter Mindset

DECEMBER 15, 2020

If everyone is an internal client of everyone else in your organization, then who are your customers? Each time I ask this question at speaking engagements , workshops or coaching sessions , attendees engage in a flurry of activity. Where oh where do these internal customers live?

Exercises 88

Exercises Innovation Leadership Report 88

One Millimeter Mindset

MARCH 6, 2019

Post sale execution experience makes or breaks customer experiences. Why jeopardize customer loyalty, success and retention by making assumptions about what happens next? First, when introducing new products and services to existing customers, details and nuances get lost in transition. Well, do they?

Sales 68

Sales Customer Confidence Touchpoint Communication 68

SurveySensum

MARCH 5, 2024

You know organizations that encourage a feedback culture are 24% more likely to experience high innovation. And that’s exactly why employee feedback is not to be taken lightly. It is a direct, efficient tool that will propel your workplace to greater heights, enhancing employee experience. Doesn’t that sound wonderful?

Culture 52

Culture Feedback Survey Employee Engagement 52

ShepHyken

JUNE 5, 2023

Each week, I read many customer service and customer experience articles from various resources. Customer Support Is an Investment, Not an Expense by Dave Seaton (CMSWire) Traditionally, software companies view support as a necessary expense — a cost center they must bear to correct mistakes. I’ve even used it.

Customer Service 15

Customer Service Retail Touchpoint Comparison 15

One Millimeter Mindset

DECEMBER 5, 2018

Engaged employees are not necessarily relentlessly curious employees. Do you identify who the relentlessly curious employees are in your organization? Because they are key to positive customer experiences. And they fuel customer success and customer retention. When engaging with and serving customers?

Engagement 63

Engagement Culture Employee Engagement Employee Experience 63

Think Customers

JUNE 16, 2022

This article first appeared in the Customer Strategist There’s a fundamental shift happening when it comes to customer experience, both in expectations and capabilities, but too many brands aren’t prepared to meet the moment. Until now, it’s been enough for brands to eliminate friction and deliver seamless customer interactions.

Customer Journeys 52

Customer Journeys Telecommunications Touchpoint Brands 52

One Millimeter Mindset

JUNE 2, 2020

Contact me here to discover and discuss how I can best serve you with my keynotes, breakout sessions and workshops. Tell the Stories Employees and Clients really need to Hear. I’d love to bring that timely and relevant keynote, breakout session, workshop to your next team, organization, or conference table. Build trust.

Conference 80

Conference Communication Innovation Tools 80

One Millimeter Mindset

SEPTEMBER 10, 2020

Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. My One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines.

Leadership 89

Leadership Course Meeting Communication 89

One Millimeter Mindset

APRIL 8, 2019

Discover how one of my Storytelling for STEM Professionals and Left Brain Thinkers keynotes and workshops can solidify, rather than segment, your organization. Because your employees, and what they “do,” is absolutely fascinating! Think about the implications for employee experience and customer experience.

Communication 75

Communication Employee Experience Customer Retention Sales 75

One Millimeter Mindset

JUNE 20, 2019

Consider your own employee experience with these clients? By completely ignoring their customer experience is it realistic to expect them to retain you? Engage me to present one of my Storytelling for STEM Professionals and Left Brain Thinkers speaking programs, workshops or moderated facilitation services.

Employee Experience 74

Employee Experience Meeting Communication Customer Experience 74

One Millimeter Mindset

DECEMBER 9, 2019

Telling your story impacts employee experience and client experience. Engage me to present one of my Storytelling for STEM Professionals and Left Brain Thinkers speaking programs, workshops or Storytelling Master Classes. Across the organization and throughout your clients’ organizations, as well. Take the next steps.

Employee Experience 66

Employee Experience Communication Trends Engagement 66

One Millimeter Mindset

JUNE 3, 2019

In addition, these assumptions about professional speak impact productivity, profitability, colleague and employee experience and customer experience, as well. And not necessarily as positively as you think. Why assume that professional speak is expected of you, in the first place? Never miss another insightful post.

Communication 70

Communication Employee Experience Customer Success Meeting 70

One Millimeter Mindset

SEPTEMBER 3, 2020

But also in acquiring and retaining customers. Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. Often, the insights and input reflected by a team’s professional diversity become mission-critical. Not only in completing the project. And then, do you know what to do next?

Leadership 118

Leadership Innovation Meeting Course 118

One Millimeter Mindset

MAY 28, 2020

Engage me to present one of my One Millimeter Mindset speaking programs, workshops or mastermind groups. My One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines.

Entertainment 89

Entertainment Meeting Leadership Groups 89

One Millimeter Mindset

MAY 26, 2020

Babette Ten Haken’s One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines. So you build trust and lead to retain employees and clients.

Exercises 114

Exercises Communication Measurement Tools 114

One Millimeter Mindset

SEPTEMBER 11, 2019

And, create an employee experience, an audience experience. Engage me to present one of my Storytelling for STEM Professionals and Left Brain Thinkers speaking programs, workshops or moderated facilitation services. Professionally relevant acronyms and certifications certainly are qualifiers of professional credibility.

Employee Experience 71

Employee Experience Meeting Communication Engagement 71

One Millimeter Mindset

JUNE 11, 2020

Engage me to present one of my One Millimeter Mindset speaking programs, workshops, or mastermind groups. My One Millimeter Mindset virtual and in-person keynotes, workshops, coaching and mastermind programs translate across strategic communication and collaboration disconnects between people and professional disciplines.

Course 89

Course Industry Communication Tools 89

Wootric CX Blog

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Why we love Amy: She’s head of Customer Advocacy at MindTouch. Angus Yang. Why we love Augie: He’s the Sr. Blake Morgan.

Customer Journeys 67

Customer Journeys Consulting Customer Experience Professionals Chief Customer Officer 67

ShepHyken

MAY 1, 2023

Each week, I read many customer service and customer experience articles from various resources. When an organisation’s offerings are simple and easy to adopt or use, people are prepared to pay a premium for the simpler experiences. My Comment: Another one of my favorite topics is customer loyalty.

Customer Service 13

Customer Service Customer Retention Loyalty Customer Service Training 13

One Millimeter Mindset

DECEMBER 8, 2020

My One Millimeter Mindset virtual and in-person speaking programs and workshops leverage Voice of the Customer design methodology and storytelling to move individuals, teams, departments and organizations one millimeter beyond yesterday’s tools and today’s comfortable professional habits and mindset.

Innovation 115

Innovation Leadership Meeting Groups 115