Experience Investigators by 360Connext

MARCH 4, 2015

Since launching the podcast in late 2014, we’ve had the pleasure of discussing how customers matter with authors like Jackie Huba , business leaders like Gini Dietrich , social business experts like Rachel Happe , entrepreneurs like The Mafia Hairdresser , and even my brother(!) What do you think?

Customer Service 282

Customer Service Airlines 2014 Social Media 282

Experience Investigators by 360Connext

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day! It is part of a broader celebration of Customer Experience Day. . Image credits: WikiThreads , Global X via Creative Commons license.

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Experience Investigators by 360Connext

JANUARY 21, 2015

I’ve flown Virgin Atlantic back and forth to London a couple of times in 2014. One airline trying to understand the actual journey more for their customers is Virgin Atlantic. Just from my observations, I could tell this was a different approach.

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

ijgolding

OCTOBER 21, 2014

In 2014, it is very difficult to find an organisation who does not believe that the customer experience or being customer centric is NOT of value. Described by Nunwood as – using individualised attention to drive an emotional connection. Personalisation. Described by Nunwood as – being trustworthy and engendering trust.

2014 91

2014 Customer Experience Customer Centricity Fashion 91

Experience Investigators by 360Connext

MARCH 24, 2015

curtis kopf (@ckopf1) March 20, 2014. It’s critical to think like a human and understand the human connection as part of the customer experience! It’s vital to get rid of acronyms and business speak so it doesn’t sneak into customer service conversations, sales calls, or customer conversations, because it inevitably will! Stay tuned!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Experience Investigators by 360Connext

MARCH 23, 2015

The 2014 Seattle Seahawks Superbowl run was an opportunity to recognize who employees are by providing unique opportunities like photo backdrops with the “Seahawks Super Fan” who is one of their profiles. How can we prove we know them in the ways they want? Super Fans FTW.

Insurance 237

Insurance 2014 Social Media Consulting 237

Experience Investigators by 360Connext

OCTOBER 31, 2014

3) Connect through empathy. Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. Added by Anne Reuss on Jun 03, 2014. Added by Anne Reuss on Jul 29, 2014. Your visitors have a reason for being on your website so get into their hearts and minds.

2013 197

2013 E-support 2014 Social Media 197

Experience Investigators by 360Connext

OCTOBER 6, 2014

CX Day 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. Image Credit: Jason Hargrove via Creative Commons.

Customer Experience 289

Customer Experience Social Media 2014 Events 289

Experience Investigators by 360Connext

JANUARY 7, 2015

Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. There are now calls for executive teams to add Chief Social Officers and Chief Content Officers.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Win the Customer

APRIL 2, 2015

Twitter is an absolute essential for connecting with customers and clients in today’s competitive business environment. According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts.

Customer Experience 139

Customer Experience 2014 Culture Communication 139

Experience Investigators by 360Connext

JUNE 15, 2015

Alibaba Group did more than $390 BILLION in sales in 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.

2015 217

2015 Leadership Innovation 2014 217

ijgolding

OCTOBER 31, 2014

That is why I want to pose the question – 1914 or 2014: when was the best time to be a customer? For a customer there was only one predominant way to shop… one ‘channel’ That channel was the channel that in 2014 is continually in decline – Face to Face! Fast forward 100 years to 2014.

2014 92

2014 Consumers Retail Transportation 92

PeopleMetrics

AUGUST 1, 2014

— Alton Brown (@altonbrown) July 1, 2014. — Alton Brown (@altonbrown) July 1, 2014. — Alton Brown (@altonbrown) July 1, 2014. And his followers, 803,000 of them in total, were given a glimpse into how difficult it can be to connect with someone at Comcast when you need them the most. It only took 1.76

Feedback 120

Feedback 2014 Customers Connections 120

CloudCherry

FEBRUARY 26, 2019

Some of the data challenges reported by the respondents are: The quality of data and access to diverse sources of data are the top two challenges today facing analytics teams, as they have since 2014. This year’s study establishes a clear connection between maturity level and partnership with service providers and consultancies.

2018 256

2018 2014 Measurement Retail 256

Customer Bliss

JANUARY 18, 2017

He graduated from Butler University in 2014 and lives in Carmel, IN. Connect: LinkedIn | Twitter. Let us know in the comments! About Michael Becker. . Michael Becker is a content marketing strategist at Sharpen. Outside of work, he enjoys fitness.

Multi-Channel 212

Multi-Channel 2014 Contact Center Interaction 212

Experience Matters

FEBRUARY 23, 2015

This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. This video shows the definition of CX ( the perception that customers have of their interactions with an organization ) as well as three elements of an experience ( success , effort , and emotion ).

Customer Connectedness 134

Customer Connectedness Customer Experience 2014 ROI 134

Beyond Philosophy

FEBRUARY 2, 2015

In both cases, the song and the resulting connection is likely to keep positive emotions associated with the brand name. 16 December 2014. < 16 December 2014. < Branding with Music Creates a Memory…Just Hope it’s a Good One. Apple and Coke have chosen good songs to create the memory with their Customers. < [link].

Marketing 166

Marketing CEM 2014 Books 166

Beyond Philosophy

SEPTEMBER 9, 2014

To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. 9 May 2014. 20 August 2014. < If you would like to follow Beyond Philosophy click here Follow Colin Shaw on Twitter @ColinShaw_CX Sources: Spector, Dina. www.businessinsider.com.

Hotels 161

Hotels 2014 2008 CEM 161

Beyond Philosophy

SEPTEMBER 28, 2016

Understanding the connection between our feelings and our decisions is an essential foundation for creating customer loyalty and retention. Not because their user numbers in July were reported to have dropped 30% since the same time in 2014. How we feel affects how we behave. Yahoo is in the news all over the world.

2014 167

2014 Books 2016 Loyalty 167

Win the Customer

NOVEMBER 14, 2016

For one, it offers an easier way to connect with customers and keep abreast of what’s happening in your marketplace. Thanks to increasing connectivity, your customers can now voice their frustrations to everyone on social media. Whatever industry you’re in, you simply must have a social media presence these days.

Social Media 145

Social Media Customer Service Multi-Channel 2014 145

ijgolding

SEPTEMBER 24, 2015

It was a sentiment I very much agreed with – you can read more about the 2014 results here. The 6 pillars are as follows: Personalisation – Using individualised attention to drive an emotional connection. The 2015 results appear to go a step further. Integrity – Being trustworthy and engendering trust. Amen’ to that.

2015 87

2015 2014 Brands Customer Experience 87

Customer Bliss

JANUARY 11, 2018

According to an AdAge article from 2016, this position has been on the rise since the early 2000s – and as of 2014, nearly a quarter of Fortune 100 companies had a CCO (or something akin to it). Why is the CCO role so important? Then the money is doled back out to the silos to plan.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership 2014 168

Beyond Philosophy

SEPTEMBER 19, 2014

To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. www.psychology.today.com 1 August 2014. 10 August 2014. If you would like to follow Beyond Philosophy click here Follow Colin Shaw on Twitter @ColinShaw_CX Sources: Weinschenk, Ph. How to Get People to Do What You Want.”

2014 118

2014 Airlines CEM Consulting 118

InMoment XI

MARCH 14, 2023

I’d like to start the conversation about the connection between the supply chain challenges many B2B companies are facing and how these challenges affect loyalty. But at the end of the day, what we’ve found from our trend data since we started our CX program back in 2014 is that relationships still matter.

Voice of Customer 195

Voice of Customer B2B Customer Experience Culture 195

Alida

MARCH 21, 2018

Telstra has generated seven years of robust longitudinal insights and a deeper understanding of its customers by connecting these engagements with NPS and transactional data sets. Meanwhile, Alliant Energy’s Net Promoter Score increased by 88%—growing from 17 in 2014 to 32 in 2016. Relationships bring better customer experiences.

ROI 252

ROI Net Promoter Score NPS Telecommunications 252

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. 1 Attraction ” on Thursday, October 30th, 2014. To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. I couldn’t agree more. We hope to see you at our webinar, “ How to Become TripAdvisor’s No.1

ROI 119

ROI 2014 CEM Webinar 119

Alida

NOVEMBER 10, 2017

And while it’s true that consumer goods companies are already jumping on the connected device bandwagon, these brands need to gather insight on customer preferences to thrive in this lucrative but increasingly competitive space. Related resource: How businesses win with the Internet of Things [on-demand webinar].

2018 174

2018 E Commerce Retail E-support 174

Experience Matters

SEPTEMBER 8, 2014

In Temkin Group’s research, State of the CX Profession, 2014 (which is free for CXPA members), we found that 98% of CX professionals agree with the statement “customer experience is a great profession to be in.” CX Day is a great opportunity to connect with your customers and bring them into the celebration.

Customer Experience 121

Customer Experience 2014 Social Media Events 121

Beyond Philosophy

MAY 10, 2016

It was one of the most successful marketing programs of 2014: https://www.thinkwithgoogle.com/case-studies/td-thanks-you.html. The post Intersecting Viral Marketing With Emotional Customer Connection: TD Bank’s ‘Home Run’ appeared first on.

Connections 74

Connections Banking Marketing 2014 74

ShepHyken

OCTOBER 28, 2016

He graduated from Butler University in 2014 with a B.A. Connect on Twitter. He has experience in marketing for two SaaS companies and is passionate about the overall custoemr experience. in integrated communications and journalism. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com.

Blog 133

Blog 2014 Poor Customer Service Contact Center 133

Customers That Stick

OCTOBER 13, 2014

VOLUME 35: September 2014. Why Are Emotional Connections the Key to Exceptional Customer Service? Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. Thoughts on the Customer: Fewer Choices, More Happiness.

Call Center 119

Call Center 2014 Exceptional Customer Service Blog 119

Customer Bliss

MAY 4, 2017

She eventually was “lured away” by Concur a few years ago; she’s been there since November 2014 as VP of Customer Experience. They take companies of all sizes and stages beyond automation to a completely connected spend management solution encompassing travel, expense, invoice, compliance and risk.

Leadership 160

Leadership Customer Experience Net Promoter Score B2B 160

Customer Guru

JULY 10, 2018

Source: 2014 Global Customer Service Barometer | American Express. On the other hand, for businesses, it is a medium to connect with existing and prospective customers. It helps connect with customers easily. A great customer experience is a sure-shot way to strengthen the bond that organizations share with customers.

Social Media 115

Social Media Customer Experience Advertising 2014 115

Customer Bliss

MAY 17, 2016

You can connect with Mark on LinkedIn here. Take Away Messages for the Audience. How and why Audi decided it needed to align more ‘traditional’ operations with digital operations from both a B2B perspective (working with dealerships) and a B2C perspective (selling cars to consumers).

2012 81

2012 Chief Customer Officer 2011 Customer Centricity 81

ijgolding

NOVEMBER 25, 2014

Those of you who have ever seen the reaction of teenagers who have experienced a failing Wi-Fi connection will know exactly what I am talking about. In 2014, Wi-Fi has become such a critical part of our day to day lives that it is difficult to imagine how we might exist without it.

Social Media 84

Social Media 2014 Hotels Entertainment 84

Eptica

SEPTEMBER 10, 2015

As technology gets more complex, and consumers look to connect it all together, the importance of the customer experience becomes ever more vital. The findings showed that some companies are better at connecting with customers than others, but that overall it lags behind other sectors – including consumer electronics retailers.

Customer Service 76

Customer Service 2015 2014 Social Media 76

Customer Bliss

JANUARY 19, 2018

“The connection between the propagation of unrealistic body images and negative health effects, especially in girls and young women, has been established. CVS is connecting with the customers to make a positive impact in their lives. ” Now THIS is deciding to be real. ” Now THIS is deciding to be real.

2014 135

2014 Books 2017 2020 135