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 30, 2015

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2013 252

2013 Customer Service E-support 2014 252

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. It’s an ongoing obsession. We hope these clever, creative and fun examples inspire you to review your own microinteractions and make the most of them! Don’t stop sharing those moments with us.

Innovation 232

Innovation Customer Service 2014 Social Media 232

transcosmos Information Systems

SEPTEMBER 10, 2015

Providing great customer service though is something that must extend to your social media channels. More than using social media for promotions, it can also be used to provide customer service, known more commonly as social customer care. A lot of companies use social media to promote their products and services.

Social Media 106

Social Media Customer Service 2014 2015 106

Experience Investigators by 360Connext

APRIL 30, 2015

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Brands 266

Brands 2013 2014 Retail 266

Brandwatch CX

JANUARY 2, 2019

We come across all sorts of interesting stats about social media sites and users, so we’ve collated the best of them in this bumper facts list. And it comes as a great fact sheet to give context to your social media marketing efforts. Social media statistics. billion active social media users.

Social Media 111

Social Media 2014 2017 Advertising 111

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

MARCH 24, 2015

There were sessions on co-creating with customers, social media, and customer journey mapping. curtis kopf (@ckopf1) March 20, 2014. 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.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

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

Experience Investigators by 360Connext

OCTOBER 31, 2014

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2013 197

2013 E-support 2014 Social Media 197

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

Brandwatch CX

MARCH 7, 2023

We come across all sorts of interesting stats about social media sites and users, so we’ve collated the best of them in this bumper facts list. And it comes as a great fact sheet to give context to your social media marketing efforts. billion active social media users On average, people have 5.54

Social Media 98

Social Media 2014 2017 Advertising 98

Experience Investigators by 360Connext

JANUARY 7, 2015

Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. There are now calls for executive teams to add Chief Social Officers and Chief Content Officers. If there’s anything that kills customer experience, it’s the territory wars inside organizations.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

Think Customers

JANUARY 5, 2015

Customer Experience Customer Loyalty Customer Service Customer Strategy Marketing Social Media applepay bestcustomerexperiencesof2014 lowesrobots turkishairlines wearabletechnology' There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. 1to1Media.com/weblog.

2014 104

2014 Customer Experience Social Media Loyalty 104

Experience Investigators by 360Connext

NOVEMBER 20, 2014

She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management. 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

Experience Matters

MAY 5, 2015

We just published a Temkin Group data snapshot, Social Media Benchmark, 2015. This is our annual analysis of how consumers use different social media sites on computers as well as on mobile phones (see last year’s data snapshot ). in 2014 to 47.1% in 2014 to 47.1% in 2014 to 36.1%

Social Media 83

Social Media 2015 2014 2012 83

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

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. Social communities are useful for tracking what your competitors are up to and identifying broad consumer trends. That’s because social networks tend to be dominated by a small but loud minority.

Social Media 167

Social Media 2015 Innovation 2014 167

Joe Rawlinson

JULY 8, 2015

Ongoing social engagement. If you’re in ecommerce, to attract Millennials, you simply must be active on all social media platforms, especially those that are based on images, such as Instagram and Pinterest. Ikea and Sephora certainly know how to dominate social media, and make excellent use of Pinterest and intagram.

Customer Service 144

Customer Service Social Media E Commerce Retail 144

Comm100

OCTOBER 11, 2017

Once you decide to engage in social media customer service, the next step is coming up with an effective strategy for implementing it. You know the “what” and they “why” of social media support, but who within your company should be the one to own this new platform? Introduction. Should it be customer service?

Social Media 61

Social Media Customer Service Strategies Customer Service Download 61

GetFeedback

DECEMBER 27, 2018

Studies show that email simply isn’t as sensitive to time as social media outlets can be. ComScore reported that as of 2014, more people are browsing on mobile devices than on desktop computers, so be sure your survey accommodates both types of users. Share surveys over social media. So, why use email?

Social Media 199

Social Media Blog Feedback 2014 199

ShepHyken

NOVEMBER 15, 2016

Better Social Media Customer Care. Shep speaks with Matt Wilbanks, CEO and co-founder of HelpSocial, about providing a better social customer care experience. Matt shares his past experiences as a member of Rackspace Hosting’s social customer care team and how these experiences helped him find the need to create HelpSocial.

Social Media 122

Social Media 2014 Customer Care Innovation 122

ijgolding

NOVEMBER 25, 2014

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. As we approach the end of 2014, I am amazed at the number of companies who fall into one of the following three categories: We have Wi-Fi but if you want to use it you must pay for it.

Social Media 84

Social Media 2014 Hotels Entertainment 84

TechSee

DECEMBER 12, 2017

A truly authentic omnichannel customer experience is achieved when the consumer can seamlessly transition between any device and platform—including the web, voice, chat, messaging, social media, video and email. . According to technology giant Cisco, video will account for 80% of all Internet traffic by 2019, up from 64% in 2014.

Omnichannel 143

Omnichannel White Paper Contact Center Touchpoint 143

Win the Customer

DECEMBER 25, 2019

. “Social care” isn’t anything new, but providing effective multi-channel customer service that includes social care can be pose significant challenges for organizations big and small. <SPIN> The first place to start is by identifying which social media channels you are going to use for customer service.

Customer Service 115

Customer Service Social Media Multi-Channel Customer Care 115

transcosmos Information Systems

SEPTEMBER 10, 2015

Providing great customer service though is something that must extend to your social media channels. More than using social media for promotions, it can also be used to provide customer service, known more commonly as social customer care. A lot of companies use social media to promote their products and services.

Social Media 48

Social Media Customer Service 2014 2015 48

Think Customers

JUNE 2, 2015

As of January 2014, consumers now spend more time on their mobile devices for Internet usage than on desktop PCs, according to comScore. It's pretty easy to see how pervasive the use of mobile devices has become with consumers. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Marketing 91

Marketing 2014 2015 Social Media 91

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.). (Source: Brian Manusama, Gartner.com ). Clearly, more Customers want self-service options.

White Paper 160

White Paper 2014 2015 2012 160

Alida

MARCH 10, 2016

Social media and online review sites give them a megaphone to broadcast their feelings about brands—positive and negative. Brands have never been more fragile,” James Surowiecki, a business journalist for The New Yorker , wrote in 2014. The balance of power has shifted from companies to their customers.

Sales 172

Sales 2013 2014 Insights 172

Customer Bliss

JUNE 6, 2017

As head of Member Experience, Brad is responsible for retention marketing, member lifecycle and loyalty, community, social media, email marketing, and member. One of the big member experience moments they hit with members is this: when members respond to email, go to social media, or whatever, that often leads to new product features.

Hotels 149

Hotels Social Media Consulting 2014 149

Experience Matters

MARCH 17, 2015

Here are some highlights from the data snapshot that contains 13 data-rich charts: 42% of respondents think their CX efforts had a moderately or significantly positive impact on the business in 2014 and 78% expect to have a positive impact in 2015. 81% of respondents expect to put more focus on customer insights and analytics.

2015 102

2015 Customer Connectedness Customer Experience 2014 102

GetFeedback

MAY 9, 2018

Mobile customers are usually looking for the quickest solution and live chat is literally hundreds of times quicker than social media or email. In fact, mobile video viewing has steadily increased year over year, from 125 million views a year in 2014 to a projected 179.4 On mobile, video is particularly successful.

Mobile Customer Service 170

Mobile Customer Service Customer Service E Commerce E-support 170

PeopleMetrics

AUGUST 14, 2014

Social media. One thing you can soothe yourself with when the inevitable happens: social media has a short shelf life. — Ryan Block (@ryan) July 17, 2014. — Ryan Block (@ryan) July 17, 2014. — Ryan Block (@ryan) July 17, 2014. . — Ryan Block (@ryan) July 17, 2014.

2014 93

2014 Social Media Customer Centricity Culture 93

ijgolding

JUNE 22, 2015

Social media has truly changed our lives in so many ways. It was all made possible due to the power of social media. Last week also saw the UK media rife with stories about fake online customer reviews. In 2014 they also floated on the London Stock Exchange.

Leadership 83

Leadership 2001 Social Media 2014 83

Customers That Stick

OCTOBER 9, 2014

Small business owner and Social Media Manager at CTS, Tricia Keels began using “I apologize” in her customer interactions, and it made a large impact. “I apologize” sends a better message to your own head as well. “I become more focused on fixing the customer’s problem and less on my mistake.”

Customer Service 164

Customer Service 2014 Customer Service Training Social Media 164

Joe Rawlinson

AUGUST 9, 2017

Use social media channels to keep in touch with your customers and stay engaged. For instance, customers increasingly prefer self-service options to other options such as using the phone or email to talk to agents, with web self-service use increasing from 67 percent of consumers in 2012 to 76 percent in 2014, according to Forrester.

E Commerce 104

E Commerce Consumers Customer Service Social Media 104