Experience Investigators by 360Connext

JANUARY 30, 2015

Google Doodles are delightful and engaging, but imagine the surprise when they personalized it one day for a lady's birthay!! 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.

2013 252

2013 Customer Service E-support 2014 252

Experience Investigators by 360Connext

OCTOBER 1, 2014

Google Doodles are delightful and engaging, but imagine the surprise when they personalized it one day for a lady's birthay!! 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.

2013 274

2013 E-support 2014 Social Media 274

Customers That Stick

JANUARY 15, 2015

We introduced our Faces of Customer Experience series in April 2014, and we’ve had the privilege of meeting and sharing the stories of a number of wonderful customer-facing professionals. So let us reintroduce you to our Faces from 2014. We look forward to meeting more interesting professionals like them in 2015!

2014 104

2014 Customer Experience 2015 Contact Center 104

GetFeedback

JUNE 3, 2019

Creating content that customers want to engage in has been every marketer’s challenge since the dawn of time, but there are many ways to create compelling customer service surveys that your customers are attracted to. Between 2014 and 2018 the average office worker received about 90 emails a day —and that’s just to their work inbox.

Customer Service 186

Customer Service Engagement 2012 Customers 186

Experience Investigators by 360Connext

DECEMBER 3, 2014

We find new ones to showcase all the time, so we wanted to leave you with some of our favorite examples from 2014. Blog Customer Engagement Customer Experience Featured Microinteraction of the Month communication customer service linkedin management microinteractions Slideshare' It’s an ongoing obsession.

Innovation 232

Innovation Customer Service 2014 Social Media 232

Maz Iqbal

OCTOBER 14, 2014

If there is, then it is worth taking a look at First Direct as it is in top place in 2014 and has consistently been in the top 10. ” and find myself in agreement with the author of the Nunwood 2014 UK CX report when they say (referring to First Direct) that the formula for CX excellence is a remarkably simple one.

2014 91

2014 Customer Philosophy Customer Experience Leadership 91

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

DECEMBER 29, 2014

We had a great 2014 but more importantly, customers did, too! Blog Culture Customer Engagement Customer Experience Customer Journey Mapping customer service Featured communication culture customer touchpoints journey mapping leadership linkedin loyalty management Must-Read' Are you ready to make 2015 even better?

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Experience Investigators by 360Connext

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. Blog Culture Customer Experience Featured employee engagement leadership linkedin' How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Beyond Philosophy

DECEMBER 8, 2014

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ Colin is an international author of four best-selling books and an engaging keynote speaker. won the award, and I thought I would share with you what they did well.

Engagement 142

Engagement 2014 Employee Experience Customer Experience Management 142

Experience Investigators by 360Connext

MARCH 23, 2015

They get to know their customers and communicate with them in the ways that create major engagement. 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. Super Fans FTW.

Insurance 237

Insurance 2014 Social Media Consulting 237

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

OCTOBER 31, 2014

Google Doodles are delightful and engaging, but imagine the surprise when they personalized it one day for a lady's birthay!! 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.

2013 197

2013 E-support 2014 Social Media 197

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

Experience Matters

JULY 28, 2015

We just published a Temkin Group report, Employee Engagement Competency & Maturity, 2015. Here’s the executive summary of this annual review of employee engagement activities, competencies, and maturity levels for large companies: Engaged employees are critical assets for any customer experience effort.

2015 97

2015 Engagement 2014 Download 97

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. This is so important and a pillar that has become necessary as we, the consumer, are demanding more emotionally engaging experiences every day. Expectations.

2014 91

2014 Customer Experience Customer Centricity Fashion 91

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. 26 August 2014. < 26 August 2014. < 24 April 2014.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience 2014 164

ijgolding

SEPTEMBER 30, 2014

If you follow me on Twitter, it would not have escaped your notice that last week played host to the 2014 UK Customer Experience Awards. The 2014 awards did not disappoint. I wondered what my key learning’s for 2014 would be. As I have already alluded – the 2014 UK Customer Experience Awards were the biggest ever.

2014 102

2014 Customer Experience 2010 2015 102

Experience Matters

FEBRUARY 17, 2015

We just published a Temkin Group report, Employee Engagement Benchmark Study, 2015 , which is our annual analysis of U.S. Here’s the executive summary: We used the Temkin Employee Engagement Index to analyze the engagement levels of more than 5,000 U.S. Compared with disengaged employees, highly engaged employees are 2.5

2015 106

2015 Engagement Transportation 2012 106

ProProfs Chat

JANUARY 30, 2020

Well, that’s exactly why you need to focus on engaging with your customers regularly. With consistent engagement, you’ll get to figure out: Customer pain points. Impacts of consistent engagement. And, these, in turn, will help your company create strategies that will strengthen your customer engagement process even further.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

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

Storyminers

JULY 7, 2020

This article was originally presented on Customer Engagement Magazine’s website. The post Customer Engagement – March 2014 appeared first on StoryMiners.

2014 64

2014 Customer Engagement Engagement Magazine 64

Experience Investigators by 360Connext

MARCH 24, 2015

curtis kopf (@ckopf1) March 20, 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. Kevin Gibson, Humana #ngce.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

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

Customer Bliss

APRIL 26, 2016

We discussed her very deliberate path to engage the C-Suite and the specific actions that did and did not work. And she shared her “tipping point” where leaders began to personally engage, and how she used that commitment to build a 130-person company-wide cross functional team. Key Summary Of Discussion. ” — Margie.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Annie Tsai Annie Tsai leads the Customer Experience org as CCO and watches over all things customer - onboarding, implementation, engagement, customer growth, and ultimately retention & renewals. In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Win the Customer

APRIL 2, 2015

According to a 2014 study conducted by the University of Massachusetts Dartmouth, 83 percent of Fortune 500 companies maintain active Twitter accounts. The most successful of these businesses carefully craft tweets capable of building an engaged community. The result […].

Customer Experience 139

Customer Experience 2014 Culture Communication 139

Customer Bliss

OCTOBER 10, 2017

In our conversation, Maury Kask walks us through his journey from pitching the Board of Directors to engaging people across the company to being named Chief Experience Officer. Board engagement was crucial in this whole arc as well. ” Engaging With The Board. ” Engaged them along the way. Episode Overview.

Customer Experience 154

Customer Experience 2014 2016 2012 154

Beyond Philosophy

FEBRUARY 2, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. 16 December 2014. < 16 December 2014. < Follow Colin Shaw on Twitter @ColinShaw_CX. Sources: “Music and Memory: 5 Awesome New Psychological Studies.” www.spring.org.uk. < [link] > Mohana, Malini. Psychcentral.com.

Marketing 166

Marketing CEM 2014 Books 166

Win the Customer

FEBRUARY 27, 2014

Mobile has been essential to engage with customers, but it takes more than a mobile contact channel for a complete customer experience and to make the sale. And customers expect there to be more. Business Customer Experience Customer Service Technology'

E Commerce 100

E Commerce 2014 Customer Experience Customer Expectations 100

Beyond Philosophy

MAY 14, 2015

While call center usage is about the same, use of FAQ pages increased from 67% in 2012 to 76% in 2014, according to Forrester. Source: North American Consumer Technographics Customer Life-Cycle Survey 1, 2014, Forrester.com.). Colin is an international author of four bestselling books and an engaging keynote speaker.

White Paper 160

White Paper 2014 2015 2012 160

CloudCherry

FEBRUARY 26, 2019

The next top driver for organizations to adopt analytics is customer retention which came in at 41% and 27% chose customer engagement as their top driver. Customer Analytics and its diverse applications.

2018 256

2018 2014 Measurement Retail 256

Alida

APRIL 28, 2016

The company has become synonymous with inbound marketing in the martech world, helping it successfully go public in 2014. Engage with empowered employees. Increasing employee satisfaction and reducing churn requires looking beyond the annual employee engagement survey. Build a relationship with your former employees.

Culture 133

Culture Engagement Books 2013 133

Alida

AUGUST 26, 2016

A 2014 report from the analyst firm Demand Metric shows that two-thirds of companies employ different types of online communities. These communities allow companies to gather continuous, high-quality feedback from engaged stakeholders like customers, partners or employees. Online communities are now mainstream business tools.

Social Media 167

Social Media 2015 Innovation 2014 167

Customer Bliss

FEBRUARY 16, 2017

A good example would be employee engagement. In the spring of 2014, NYPL allowed anyone on the staff to propose a strategic discussion with a senior leader. And it drives the engagement of internal stakeholders, while also referencing customers. It’s predominantly lip service. That was the key. Stories are free.

2014 175

2014 Hotels Engagement Reference 175

Experience Matters

FEBRUARY 23, 2015

This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. Temkin Group’s research has shown that customer experience leaders demonstrate four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness.

Customer Connectedness 134

Customer Connectedness Customer Experience 2014 ROI 134

Experience Matters

JANUARY 20, 2015

The report provides insights from 8 finalists in the Temkin Group’s 2014 CX Excellence Awards. Here’s the executive summary: This year, we chose eight organizations as finalists for Temkin Group’s 2014 Customer Experience Excellence Award. This report has rich insights about both B2B and B2C customer experience.

2015 108

2015 Customer Connectedness Net Promoter Score 2014 108