Experience Investigators by 360Connext

JANUARY 5, 2015

The others were his senior staff , his trusted leadership team members. This led to stagnant thinking instead of innovation. Innovation only comes with risk. I also discussed the way the competitors and other industries were creating customer loyalty based on better user experiences. And here’s why.

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

Michelli Experience

MARCH 9, 2016

Only macro-businesses like Google could even think of offering perks like: Free breakfast, lunch, and dinner across the more than 12 restaurants on their complex; Generous materinity and paternity leave policies; Innovation budgets; Rich knowledge sharing; Dog friendly policies in office; and yes, even. Death benefits.

Engagement 100

Engagement Insurance Loyalty Employee Engagement 100

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

They want to know how to increase loyalty and revenue and all that good stuff. 92% of customers feel a poor service experience decreases their loyalty. 92% of customers feel a poor service experience decreases their loyalty. Justify customer loyalty through excellence – innovate audience interactions.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Experience Investigators by 360Connext

DECEMBER 5, 2014

The most exciting companies change the game by innovating around their customer experience. 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. We’re all human!

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

Experience Investigators by 360Connext

NOVEMBER 24, 2014

But when leaders become obsessed with “be better than X company” as the main driver for innovation, customer experience will suffer. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Don’t worry about the big guys. Worry about your guys.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

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. As a customer, it hurts to be neglected or ignored after investing your own loyalty in a brand you believe in.

How To 271

How To Leadership Social Media Consulting 271

Beyond Philosophy

DECEMBER 5, 2017

CMC Thought Leadership Principal, Beyond Philosophy. Whenever the subject of employee satisfaction and engagement arises, it is often difficult to differentiate between them. If you believe that “a satisfied employee IS an engaged employee.” Michael Lowenstein, Ph.D.,

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership. A customer-centric organisation.

Customer Experience Professionals 120

Customer Experience Professionals Leadership Customer Experience Effort Score 120

Experience Investigators by 360Connext

OCTOBER 20, 2014

This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! Trying to manage the outcome from humans is vexing, whether they are employees or customers. When we speak of employee engagement and happy workplaces, we often leave out the customer.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

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. Innovation can’t happen if you are drowning in bureaucracy , according to Jack Ma. Have a strong focus on employees.

Leadership 110

Leadership Innovation Social Media Consulting 110

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They care enough to continually look for ways to improve and innovate for their customers. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Blog Customer Experience Featured Innovation customer service leadership linkedin'

Company 231

Company Hotels Social Media Innovation 231

CX Journey

MARCH 7, 2018

These employees willingly go the extra mile, work with passion, and feel a profound connection to their company. They are the people who will drive innovation and move your business forward.” Employee engagement happens when there is some confluence of (1) emotions, commitment, passion, sense of ownership, etc.

Engagement 130

Engagement Employee Engagement Feedback Innovation 130

Bill Quiseng

FEBRUARY 1, 2023

If your customers and employees are raving about you as a customer service leader, then that’s GREAT! Satisfied people feel that your customer service leadership is good, not better, just average. Customer service and leadership is action, not attitude. But if they’re not saying anything at all about you, then that’s not.

Leadership 68

Leadership ROI Employee Experience Innovation 68

Experience Investigators by 360Connext

DECEMBER 11, 2014

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. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Customer Guru

AUGUST 21, 2018

With an expertise in customer service and experience trends, customer retention, employee engagement, and the like, DiJulius has worked with several brands such as The Ritz-Carlton, Starbucks, Nordstrom, and many more. Lior is a thought-leader, author, and speaker and has expertise in customer experience and employee engagement.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Experience Investigators by 360Connext

JUNE 22, 2015

Share innovation as it happens. Instead of hiding behind press releases and formal communication, social media engagement allows organizations to speak directly to customers and prospects. Make short videos for Instagram or Vine explaining the innovations as they happen and the challenges around them.

Social Media 110

Social Media Engagement Video Innovation 110

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. appeared first on Customer Experience Consulting.

Technology 110

Technology Customer Experience Social Media Trends 110

Strativity

AUGUST 19, 2014

(AMSI) Customer Service Development Director, Tracy Riazzi and Strativity President Lior Arussy on Tuesday, September 10th as they discuss how they went beyond a score to change company culture and improve employee satisfaction, which in turn is driving higher profits and increased customer loyalty. Register Here. About Lior Arussy.

Employee Engagement 40

Employee Engagement Sales Engagement Automotive 40

COPC

OCTOBER 16, 2023

These differences influence how individuals perceive and approach work — understanding them is vital for effective leadership and organizational growth. Baby boomers were influenced by post-war stability and economic growth, resulting in a strong work ethic and loyalty to their employers.

Leadership 94

Leadership Transportation Culture Contact Center 94

Beyond Philosophy

JANUARY 24, 2018

CMC Thought Leadership Principal, Beyond Philosophy. By EX, of course, we mean employee experience. Where the role of employees in meeting that goal is concerned, however, there has been a tacit belief that the equation “happy employees = happy customers” works. Employee experience has evolved, but not quickly enough.

Resources 100

Resources Company Consulting Employee Experience 100

Bill Quiseng

MARCH 15, 2022

The foundation of a winning organization is leadership and culture. To do so, leaders must care about their people, create a culture that puts people first, and ensure that employees have a great experience. In it, they highlighted several statistics about culture, performance, employee engagement, loyalty, and more.

Culture 103

Culture Customer Centricity Competitive Advantage Hospitality 103

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.

Culture 52

Culture Feedback Survey Employee Engagement 52

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. Technology advances will continue to inspire new innovations in customer experience.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Experience Investigators by 360Connext

MARCH 24, 2015

Michael Perman , Dean of Innovation from Gap, Inc. discussed how challenging it is to think of innovation in positive terms. Thinking about innovation in these terms is limiting. The bottom line is that innovation around the future of experience means relying on resources not necessarily aligned with data.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

CSM Magazine

FEBRUARY 28, 2020

Spitch AG, the leading developer of enterprise speech solutions have announced a partnership with Creative Virtual, a world leader in customer and employee engagement solutions. .

Self Service 59

Self Service Virtual Agent Multi-Channel Chatbots 59

Experience Investigators by 360Connext

JULY 6, 2015

This conflict leads to customer frustration and decreased loyalty. In some cases, Customer Effort Score (CES) is a better indicator of loyalty than Net Promoter Score (NPS). Innovation is “owned” by one part of the organization who doesn’t have any contact with customers. Think about it.

B2B 110

B2B Net Promoter Score Effort Score Loyalty 110

Blake Morgan

JANUARY 20, 2022

Bill is a speaker, author and blogger who focuses on customer service for front-line employees and customer-centric leadership for managers. Denise is a skilled speaker, author and brand leadership expert. Kate is known as the “People Skills Coach” and focuses on leadership, teamwork and employee engagement.

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

Experience Investigators by 360Connext

APRIL 21, 2015

Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. In the next few weeks at your organization, see if you can identify some themes.

B2B 110

B2B B2C Ecommerce Social Media 110

CSM Magazine

FEBRUARY 28, 2020

Spitch AG, the leading developer of enterprise speech solutions, with headquarters in Switzerland and offices in London, Madrid and Milan, today announced a partnership with Creative Virtual, a world leader in customer and employee engagement solutions. .

Self Service 52

Self Service Virtual Agent Multi-Channel Chatbots 52

Customer Bliss

AUGUST 23, 2016

He’s had leadership roles at New York Life, the Disney Institute, and Greystone and Company. Darryl holds an MBA from Chapman University’s Argyros School of Business and Economics and has several industry certifications from the Center for Creative Leadership. Discovery work at the beginning of a CCO engagement is key.

Chief Customer Officer 0

Chief Customer Officer Culture Leadership Insurance 0

Beyond Philosophy

AUGUST 2, 2017

They innovate. And, perhaps most importantly, Employee Ambassadors recruit other employees to feel as enthusiastic about work as the ambassadors are. This statistic also foretells of an opportunity for organizations to identify and nurture the 29% of your young workers that are engaged. They further company goals.

Leadership 120

Leadership Employee Experience Consulting Employee Engagement 120

Experience Investigators by 360Connext

JUNE 11, 2015

When leadership provides updates to the team, they share knowing glances and an attitude of “oh this again.” They kill ideas and innovation. They protect bad leadership. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Find ways to celebrate.

Culture 110

Culture How To Leadership Social Media 110

Michelli Experience

JANUARY 31, 2017

I’m convinced that the new customer experience leadership challenge will be … (drum roll please) … integrating human and technology based service. While Starbucks will likely innovate in response to their current opportunity, many leaders I’ve worked with are less prepared to address the human/tech challenge.

Self Service 100

Self Service Leadership Customer Centricity Technology 100

BirdEye

JULY 21, 2023

Team cohesion is the feeling of trust, loyalty, and commitment between team members that binds them together and promotes collaboration. Since team members are more willing to collaborate and work together to overcome challenges, they will be inspired to seek new ideas and innovative solutions.

Competitive Advantage 52

Competitive Advantage Roadmap Groups Culture 52

Customer Guru

AUGUST 8, 2018

Arie is a Customer Strategy, Customer Lifecycle Management, Customer Insight, and Innovation Consultant. His areas of expertise, among others, are customer acquisition, customer development, and customer loyalty. He has vast experience in driving profitable sales growth through more loyalty-inspiring customer experiences.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Experience Investigators by 360Connext

JULY 23, 2015

Loyalty, as we once knew it, is dead. When you push evaluation and innovation to the back burner, big changes in customer expectations are brewing while your competitors stir the pot. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Don’t be fooled.

Banking 110

Banking Social Media Innovation Consulting 110

ClearAction

NOVEMBER 2, 2017

Moments of truth and key drivers of loyalty are these priorities. A key driver of loyalty is a facet of the customer experience that is strongly correlated with customer ratings of their loyalty to your company. 6) Customer-Centric Employee Engagement. This is the most noble intrinsic value among employees.

Customer Experience 63

Customer Experience Customer Centricity Employee Engagement Customer Journeys 63