Beyond Philosophy

JANUARY 12, 2015

The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy. Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

2015 163

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InMoment XI

OCTOBER 29, 2015

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. Pacesetters from businesses that are iconic for CX and entrepreneurs that are disrupting the CX space presented on digital CX strategies.

2015 150

2015 Customer Experience Professionals Presentation Article 150

InMoment XI

OCTOBER 29, 2015

How CX Will Make or Break Your Company’s Future Last week I had the privilege of attending CXSF 2015: Forrester’s annual forum for customer experience professionals in San Francisco. Pacesetters from businesses that are iconic for CX and entrepreneurs that are disrupting the CX space presented on digital CX strategies.

2015 150

2015 Customer Experience Professionals Presentation Article 150

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. See you in 2015. All set with your shiny new strategies and bold new plans? It’s ok if you’re facing the calendar and thinking “already!?” ” We’ve all been there. Today is the day! Are you ready?

2015 247

2015 Webinar Entertainment Leadership 247

Experience Investigators by 360Connext

MARCH 18, 2015

A photo posted by Jeannie Walters (@jeanniewalters) on Mar 14, 2015 at 1:04pm PDT. . A photo posted by Stan Phelps (@9inchmarketing) on Mar 17, 2015 at 7:22pm PDT. There are corporate sponsors like Miller Lite and McDonald’s taking over from independent brands with unique offerings. So, yes, there are things to complain about.

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Interaction 2015 Innovation Fashion 275

Experience Investigators by 360Connext

JANUARY 23, 2015

30, January 2015. In January, we’ll be examining some basic ideas around social customer care , and what you can do to improve yours. Social Customer Care: Best Practices for Major Engagement. 11:00 AM - 11:30 AM CST. Are you ready to engage with customers on social media?

Customer Care 299

Customer Care Social Media Marketing Webinar 299

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. Trends are always a big part of SXSW , but each year it comes down to people. People are the ones introducing these bold ideas and making them become part of the greater world. A few years ago, group messaging apps were the big thing at SXSW. Location-based apps were another year’s IT technology.

Technology 265

Technology Customer Experience Social Media 2015 265

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. Throughout all these sessions, as well as the sidebar conversations in the San Diego sunshine, certain topics came up from many angles. So many answers! NGCE [link] pic.twitter.com/U8rdqOdYqS.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Experience Investigators by 360Connext

JUNE 15, 2015

YWCA Chicago (@YWCAChicago) June 10, 2015. A photo posted by Jeannie Walters (@jeanniewalters) on Jun 10, 2015 at 11:26am PDT. Women, he believes, consider the customer more. Jack Ma @AlibabaGroup “women are key to #success “! BABASmallBiz @AskAmex #HeForShe pic.twitter.com/i47KgTEIwy. Stay lean if you can.

2015 217

2015 Leadership Innovation 2014 217

Customer Bliss

AUGUST 20, 2015

Clarifying the Role of the CCO – Competency 4 – This post is part of the article “Five Competencies for Chief Customer Officers” that originally appeared in the free eBook The 2015 Customer Experience Outlook , a collection of ideas from customer experience authors, designers, and industry leaders.

Chief Customer Officer 234

Chief Customer Officer 2015 Loyalty Innovation 234

InMoment XI

APRIL 1, 2015

That was one of the recurring questions at the 2015 Next Generation Customer Experience conference I attended in San Diego, California last week. How can we bottle up the intimacy of the connection that a small shopkeeper has with his or her customers but do it on a much larger scale? During one of the panels. View Article

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Chief Customer Officer 2015 Article Connections 244

Customers That Stick

OCTOBER 1, 2015

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2015 160

2015 Customer Service Customers Customer Service Training 160

Alida

AUGUST 3, 2016

Julie Murtha (@JulieMurtha) October 22, 2015. Lee Stephen (@LWStephen) October 22, 2015. Pia Chin (@piachin) October 22, 2015. She adds that attending the Summit in 2015, where D E WALT also took home the Visionary Award, has helped her team set loftier goals for its insight community for the next year. Awesomeness. —

2015 167

2015 Workshop Customer Centricity Innovation 167

Alida

AUGUST 16, 2016

To appreciate just how dominant they have become, consider these stats: According to Forrester Research’s 2015 Customer Lifecycle Journey report, 81 percent of companies now have community-type support channels—a steep increase from 2012’s 67 percent figure.

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2015 Social Media 2012 2019 0

Experience Investigators by 360Connext

APRIL 6, 2015

Kaisa Ilola (@KaisaIlola) March 25, 2015. That choice even makes the longer drive to the Safari Park a part of the customer’s expectation. Great “behind the scenes” visit to San Diego Zoo. Empowerment is a must in creating great CX #NGCE. Empowerment makes all the difference.

Customer Experience 270

Customer Experience Customer Experience Professionals 2015 Roadmap 270

Experience Investigators by 360Connext

JULY 24, 2015

Sprout Social (@SproutSocial) July 22, 2015. Happy to have #CX pros in the house to hear @jeanniecw speak during @CXPA_Assoc ‘s Chicago meetup event! pic.twitter.com/q0W0mvrx8R. Huge thanks to Sprout Social for hosting our CXPA Chicago event, and to the smart people who attended!

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Net Promoter Score Metrics Effort Score 2015 234

CloudCherry

SEPTEMBER 1, 2019

His two most recent books are The Effortless Experience: Conquering the New Battleground for Customer Loyalty, (Penguin, September 2013) and The Challenger Customer: Selling to the Hidden Influencer Who Can Multiply Your Results (Penguin, September 2015).

2013 244

2013 2011 2012 2010 244

Experience Investigators by 360Connext

DECEMBER 23, 2015

In 2015, The Onion showcased customer service (and lack thereof) many times. There’s a reason we all love The Onion, America’s finest parody news source. The Onion, with their satirical and sometimes silly headlines and articles, reflect back the world many of us are seeing. The post Know What Customers Expect?

Customer Expectations 154

Customer Expectations 2015 Consulting Article 154

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Robert Schmid (@roberteschmid) January 7, 2015. PERILS OF WEARABLES Poor dude, some of what they call wearables today is just impractical Outside #CES2015 #wearables pic.twitter.com/gp0xoKcX0W. Consider the entire customer experience, beyond the sexy demo.

Marketing 250

Marketing Innovation Transportation Demo 250

Alida

NOVEMBER 25, 2016

The result: 85 percent reduction in research costs in 2015 alone. The company’s insight community, the ESPN FANography, is composed of sports fans who provide ongoing feedback on everything from marketing and ad campaigns to program content and media usage. Boosting customer satisfaction with Alliant Energy.

ROI 269

ROI Measurement Brands Net Promoter Score 269

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2013, she published a book on Online Marketing for Small Businesses (Wiley), is a contributing author to a book on Social Business scheduled to be released in 2015 (Pearson), and semi-actively writes a Customer Experience blog at anniesaid.com. 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 Investigators by 360Connext

JANUARY 26, 2015

30, January 2015. It is complicated. It is regulated. It is a often a price-based customer battlefield. I totally get it. Social Customer Care: Best Practices for Major Engagement. 11:00 AM - 11:30 AM CST. Are you ready to engage with customers on social media?

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

Experience Investigators by 360Connext

MARCH 16, 2015

We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Who says March Madness is only for car dealerships and mattress stores!? Here’s a bit of what we have going on this month: Undercover at SXSW.

Events 223

Events Customer Experience Webinar Telecommunications 223

Experience Investigators by 360Connext

DECEMBER 11, 2014

How Developed is Your Customer-Centric Strategy for 2015? This post was written for, and a version originally appeared on SteamFeed. Check out my other posts on SteamFeed! 5 Areas of Customer Insights You’re Missing. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Customer Bliss

FEBRUARY 26, 2015

This post is part of the article “Five Competencies for Chief Customer Officers” that originally appeared in the free eBook The 2015 Customer Experience Outlook , a collection of ideas from customer experience authors, designers, and industry leaders. Involve Executives in the Customer Loss Review. Customer Hand-offs Require Collaboration.

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Chief Customer Officer 2015 Leadership Culture 161

Customer Bliss

FEBRUARY 10, 2015

This post is part of the article “Five Competencies for Chief Customer Officers” that originally appeared in the free eBook The 2015 Customer Experience Outlook , a collection of ideas from customer experience authors, designers, and industry leaders.

Chief Customer Officer 166

Chief Customer Officer 2015 Metrics Leadership 166

Experience Investigators by 360Connext

JUNE 22, 2015

A video posted by Chicago Botanic Garden (@chicagobotanic) on Apr 15, 2015 at 7:00am PDT. #CBGWhatsInBloom #annuals #pansies #foxgloves #plants #gardening #gardens #timelapse #video #spring #chicago #chicagobotanicgarden. Help users find each other and support your brand. Don’t forget how customers think about your products.

Social Media 233

Social Media Engagement Magazine Innovation 233

Customer Bliss

FEBRUARY 17, 2015

Building a customer listening path is part of the article “Five Competencies for Chief Customer Officers” that originally appeared in the free eBook The 2015 Customer Experience Outlook , a collection of ideas from customer experience authors, designers, and industry leaders.

Chief Customer Officer 167

Chief Customer Officer 2015 Customer Journey Leadership 167

Experience Investigators by 360Connext

APRIL 23, 2015

Jon Galloway (@jongalloway) April 12, 2015. I am a huge fan since it has saved me more than once. My list of international trips in past 10 years for Russia visa application: 27. Thanks, @TripIt ! — Vocal customers offer valuable ideas. I asked Amy about how she hears from customers like me, who sometimes are using their app on a daily basis.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

GetFeedback

NOVEMBER 20, 2018

According to Campaign Monitor , 53% of emails were opened on mobile devices in 2015. Don’t be wordy—get right to the point. But attention spans aren’t the only factor at play here. That’s more emails opened on phones than on desktop computers.

2015 246

2015 Culture Advertising Feedback 246

GetFeedback

DECEMBER 27, 2018

Mobile-only internet users surpassed desktop-only in 2015 —a major landmark in the mobile space. From 2010 to 2015, email opens on mobile grew 30% , leaving desktop and webmail clients in the dust. To increase engagement, surveys need to live where your customers live: on their phones.

Net Promoter Score 225

Net Promoter Score Feedback 2015 2010 225

Experience Investigators by 360Connext

JULY 9, 2015

A photo posted by Pink Bows & Twinkle Toes (@pinkbowstwinkletoes) on Jul 8, 2015 at 8:51am PDT. #julepmaven #mavenunboxing #julep #nailpolish #subscriptionbox #subscription #july #unboxing. I canceled Julep via email, too. I explained I just didn’t use beauty products that quickly (some days makeup is the last thing on my mind!)

2015 249

2015 Social Media Consulting Customers 249

Beyond Philosophy

MAY 14, 2015

19 March 2015. 30 March 2015. Follow Colin Shaw on Twitter @ColinShaw_CX. Source: Morris, Tricia. Customers’ Desire for Speed Convenience Fuels Greater Demand for Self-Service” www.parature.com. The post The Problem with Self Service appeared first on.

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White Paper 2014 2015 2012 160

InMoment XI

JULY 7, 2015

Mountain America Credit Union Wins 2015 Customer Experience Excellence Award Experts at Gartner, the world’s leading information technology research and advisory company, and 1to1 Media, a customer strategy media company, have named Mountain America Credit Union the winner of the Innovation in Customer Insight category at the 2015 Customer Experience (..)

2015 150

2015 Innovation Customer Insights Article 150

InMoment XI

JULY 7, 2015

Mountain America Credit Union Wins 2015 Customer Experience Excellence Award Experts at Gartner, the world’s leading information technology research and advisory company, and 1to1 Media, a customer strategy media company, have named Mountain America Credit Union the winner of the Innovation in Customer Insight category at the 2015 Customer Experience (..)

2015 150

2015 Innovation Customer Insights Article 150

InMoment XI

JULY 7, 2015

Mountain America Credit Union Wins 2015 Customer Experience Excellence Award Experts at Gartner, the world’s leading information technology research and advisory company, and 1to1 Media, a customer strategy media company, have named Mountain America Credit Union the winner of the Innovation in Customer Insight category at the 2015 Customer Experience (..)

2015 150

2015 Innovation Customer Insights Article 150

Alida

AUGUST 26, 2016

Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. According to a 2015 Forrester Research report, 81 percent of companies have a support community of some kind. . Social communities are useful for tracking what your competitors are up to and identifying broad consumer trends.

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Social Media 2015 Innovation 2014 167