Experience Investigators by 360Connext

MARCH 24, 2015

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. There were sessions on co-creating with customers, social media, and customer journey mapping.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Experience Investigators by 360Connext

NOVEMBER 20, 2014

In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. The customer success team is abreast of the entire customer lifecycle to ensure the client experience is positive from closing until forever.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Experience Investigators by 360Connext

JANUARY 26, 2015

are familiar with customer experience terms and ideas, most people still are not. So I explain our work of helping companies and organizations understand the true experience of their customers, leading to improved experiences. It is a often a price-based customer battlefield. 30, January 2015.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

Experience Investigators by 360Connext

DECEMBER 11, 2014

Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. Here are some ways entrepreneurs typically fail at customer experience: 1. Customer experience is not part of their mission. The right people understand how to deliver a customer experience that’s meaningful.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Experience Investigators by 360Connext

APRIL 7, 2015

Lindsay Lare Cooper (@LindsayLCooper) March 23, 2015. There are always issues and specific negative occurrences in any customer experience, but I think we can agree this seems systemic. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Airlines 307

Airlines Customer Experience Travel Books 307

Lumoa

OCTOBER 13, 2017

Customer experience consists of countless details, but at the end, it all comes to what a customer thinks of your brand. Sometimes, you think your brand and customer experience are the same thing. Brands are often missing that “social media” is a social platform.

Social Media 102

Social Media Customer Experience 2015 2017 102

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. In the months ahead, 360Connext will be offering some great content to help you deliver MORE for your customers. Why not sharpen your customer experience skills, hear from amazing people and offer your insights, as well? See you in 2015.

2015 247

2015 Webinar Entertainment Leadership 247

Experience Investigators by 360Connext

APRIL 23, 2015

Jon Galloway (@jongalloway) April 12, 2015. 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. Amy shared how they rely a lot on social media , where travelers tweet or post about both the good (it saved me!)

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Experience Investigators by 360Connext

MARCH 18, 2015

A photo posted by Jeannie Walters (@jeanniewalters) on Mar 14, 2015 at 1:04pm PDT. . Post by 360Connext – Customer Experience Investigation. These are things that help me think about the endless possibilities of innovation and experience. So, yes, there are things to complain about. It is not dead.

Interaction 275

Interaction 2015 Innovation Fashion 275

Experience Matters

MARCH 17, 2015

We just published a Temkin Group data snapshot, Customer Experience Expectations and Plans for 2015. This year’s results show that companies are planning on dedicating more money and effort to improving a variety of customer experience activities in 2015. Download report for $195. Download report for $195.

2015 102

2015 Customer Connectedness Customer Experience 2014 102

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. Create an account specifically for customer service.

Social Media 106

Social Media Customer Service 2014 Exceptional Customer Service 106

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. Here are some questions for customer experience leaders to consider. Who will lead customer experience next?

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

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 2015, Twitter jumped the most as daily computer users increased from 13.4%

Social Media 83

Social Media 2015 2014 2012 83

Experience Investigators by 360Connext

JUNE 15, 2015

Women, he believes, consider the customer more. YWCA Chicago (@YWCAChicago) June 10, 2015. Impressive #leader who understands what #customer first leadership means. A photo posted by Jeannie Walters (@jeanniewalters) on Jun 10, 2015 at 11:26am PDT. Jack Ma @AlibabaGroup “women are key to #success “!

2015 217

2015 Leadership Innovation 2014 217

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Robert Schmid (@roberteschmid) January 7, 2015. Consider the entire customer experience, beyond the sexy demo. While the media covered lots of impressive and sexy demos at CES, there were a few products receiving accolades for what the customer can actually do with them.

Marketing 250

Marketing Innovation Transportation Demo 250

Experience Investigators by 360Connext

FEBRUARY 11, 2015

Syndicating our content on appropriate partner sites (CustomerThink, Business2Community, Social Media Today , etc.). Publishing original content on sites in our sphere of influence ( Retail Customer Experience , Multichannel Merchant, iMedia, Social Media Club). As for results? They were mixed.

Marketing 233

Marketing Social Media Blog Webinar 233

BirdEye

DECEMBER 15, 2022

A well-crafted social media campaign can turn your brand’s content into a powerful marketing tool. This article will show you how to create a social media campaign strategy that actually works for your business. Table of contents What is a social media campaign? How do social media campaigns work?

Social Media 98

Social Media Entertainment Brands Events 98

TechSee

APRIL 10, 2019

In the highly competitive telecom industry, customer experience is a critical factor in building and maintaining a competitive advantage. A recent report by Forrester takes this concept one step further by proving that improving customer experience in telecoms delivers a boost to all KPIs. OK, so CX is important.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

GetFeedback

MAY 5, 2019

Good products keep customers interested, but after-sales service keeps them loyal. On the one hand, if you don’t show interest in your customer experience, you’ve lost them for sure. And allowing your business to not address customers’ after-sale needs, you’re ruining the future of your brand.

Sales 277

Sales Loyalty Programs Social Media Loyalty 277

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. Customers demand a seat at the table.

2015 0

2015 Social Media 2012 2019 0

Tricia Morris

OCTOBER 1, 2015

But are customer service preferences and expectations? The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Customer expectations are rising year over year.

2015 97

2015 Customer Expectations Customer Service Poor Customer Service 97

CloudCherry

DECEMBER 20, 2017

This transformation is owed in large part to mobile technology and social media. At the time, everyone communicated with each other in large part by voice, while social media platforms were just starting to take off. Now, companies have to build relationships and engage their customers. resorting to 4 touchpoints.

Customer Journey 225

Customer Journey Touchpoint Social Media Consumers 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. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. More Posts - Website Follow Me: The post Should It Be Painful for Customers to Cancel?

2015 249

2015 Social Media Consulting Customers 249

Alida

AUGUST 26, 2016

Social communities are useful for tracking what your competitors are up to and identifying broad consumer trends. Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. Advocate communities allow brands to mobilize their most passionate, loyal customers.

Social Media 167

Social Media 2015 Innovation 2014 167

GetFeedback

JULY 11, 2018

Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do. As a result, they overlook the pain points damaging the customer experience. In order to bridge it, you need a clear customer engagement strategy.

2015 207

2015 Social Media Customer Satisfaction Customer Centricity 207

Experience Investigators by 360Connext

JANUARY 30, 2015

Microinteractions are the small moments that impact the customer experience. e.width){e.setAttribute("data-vertical", "true")}})(this);'' onerror=''(function(e){e.setAttribute("src", "https://media-cdn.list.ly/missing-image.png");})(this);'' Why "Out of Order" Isn''t Out of Bounds To Customers - Customer Experience Consulting.

2013 252

2013 Customer Service E-support 2014 252

ClearAction

MAY 28, 2015

If It’s Called Customer Experience, Why is it All About the Company? While companies clamor to get their share of revenue from new and existing customers, the delta between what brands say they do for customers and what actually happens has never been larger. See the math problem here?

Customer Experience 110

Customer Experience Social Media 2008 Customer Experience Management 110

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. The rise of social media and increasingly demanding customers has changed all of this. While some companies are powering ahead, the majority are either remaining static or slipping back.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

Win the Customer

MARCH 20, 2017

The cost of poor customer service is going up, rising from $41 billion lost in 2013 to $62 billion in 2015 , according to research reported by NewVoiceMedia. Independent retailers are in a unique position to really set themselves apart from big corporations with the special touches they add to customer experience.

Retail 111

Retail Customer Experience Social Media 2013 111

Tricia Morris

OCTOBER 9, 2015

It’s frightening to think just how much poor customer service can impact the customer experience and the overall reputation and bottom lines of brands and organizations. Recent consumer surveys have shown that just a single poor customer service experience can lead to the sudden demise of even the longest customer relationship.

Customer Service 110

Customer Service 2015 Poor Customer Service Contact Center 110

Beyond Philosophy

NOVEMBER 6, 2014

All organizations are on a journey from being Naive to Natural in the way they focus on the Customer, passing through each of four stages: Naïve, Transactional, Enlightened, and Natural. Naïve companies are the least customer-focused and Natural companies are the most customer-focused. What emotions are we trying to evoke?

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. The internet also underpins social media, which provides aggrieved customers with a platform to broadcast their complaints to the wider world. Be totally multichannel.

Banking 85

Banking Social Media Customer Experience Contact Center 85

Experience Investigators by 360Connext

APRIL 30, 2015

Microinteractions are the small moments that impact the customer experience. It's the little thing that sets the tone for an experience. Disaster Alert: Proactive Customer Service to the Rescue. A bad customer experience might be remembered, but how you handle it proactively will make a lasting impression.

Brands 266

Brands 2013 2014 Retail 266

NICE inContact

JUNE 14, 2016

Naturally, I did what many of my fellow millennials would do and took my issue to social media. Apparently their social media was as backed up as their contact center. Social networks like Facebook and Twitter can no longer be given the diminutive title of “Fad”.

Social Media 51

Social Media Customer Service Airlines Contact Center 51

Beyond Philosophy

NOVEMBER 18, 2014

Whether Customers are on the phone with your call center, chatting with your digital team online or talking face-to-face with an employee in a brick and mortar location, your channels need to present a united front to your Customers, providing them with the Customer Experience you designed.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

Win the Customer

APRIL 6, 2017

Customer relationship management software has become an essential sales tool for businesses. percent from 2014 to 2015, from $23.4 Social Integration. Today’s contact lists also include social media contacts, making social integration an essential feature of an effective CRM tool. billion to $26.3

Customer Experience 108

Customer Experience 2014 2015 Social Media 108

Tricia Morris

JULY 7, 2015

As customer service and the overall customer experience become key differentiators for brands and organizations across all industries, it has never been more important to know as much as you can about your customers and their expectations for service and engagement across channels. The newly-released 2015 U.S.

2015 101

2015 Consumers Loyalty Brands 101