eglobalis

APRIL 6, 2025

Risk Mitigation and Assurance In high-stakes B2B engagements, risk aversion is often a silent deal-breaker. MIT Sloan Management Review , Spring 2015. Example : SAPs value management practice quantifies business value both before and after implementation, aligning their compensation with customer results. The outcome?

Contact Center 275

Contact Center B2B Competitive Advantage 2023 275

Beyond Philosophy

JANUARY 12, 2015

Colin is an international author of four best-selling books and an engaging keynote speaker. The post Philosophies to Improve Your Customer Experience in 2015 appeared first on Beyond Philosophy. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

2015 163

2015 Customer Experience CEM Webinar 163

Experience Matters

SEPTEMBER 9, 2015

Temkin Group has labelled 2015 as the Year of the Employee for customer experience. As you’ll see below, we’re continuing that theme in our plans for CX Day 2015: Research discount. We’ll be publishing a new eBook, “1 5 Tips to Engage Employees ” that will be available to download for free.

2015 128

2015 Webinar Download Presentation 128

Experience Matters

JANUARY 6, 2015

With this post, I’m declaring 2015 “ The Year of the Employee.”. Although I published 13 CX trends for 2013 and 14 CX trends for 2014 , I decided that 15 trends for 2015 would be too many to track. Instead, I’ve narrowed down the focus to these 8 key CX trends for 2015: Corporate Culture Conversations.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Alida

AUGUST 12, 2016

Brands of all sizes around the globe are trying to engage Millennials and understand what motivates them and drives their attitudes and behaviors. How can marketers best engage with millennials? What are the consumer insight best practices when trying to engage millennials? How do I keep millennials engaged?

Customer Insights 189

Customer Insights Insights Engagement Marketing 189

Experience Matters

OCTOBER 7, 2015

Yesterday was a great day, as Temkin Group joined customer experience professionals around the world in celebrating Customer Experience Day 2015. Since Temkin Group labelled 2015 as the Year of the Employee for customer experience, we carried that theme into our CX Day 2015 activities. Free eBook : 15 Tips to Engage Employees.

2015 121

2015 Customer Experience Webinar 2016 121

Experience Investigators by 360Connext

JANUARY 23, 2015

Social Customer Care: Best Practices for Major Engagement. 30, January 2015. Are you ready to engage with customers on social media? Blog Communications Customer Engagement Customer Experience customer service Featured free webinar linkedin marketing social customer care Social Media webinar' 11:00 AM - 11:30 AM CST.

Customer Care 299

Customer Care Social Media Marketing Webinar 299

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. See you in 2015. B2B Blog Customer Engagement Customer Experience Featured customer service Education leadership linkedin loyalty membership webinars' All set with your shiny new strategies and bold new plans? ” We’ve all been there.

2015 247

2015 Webinar Entertainment Leadership 247

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. 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.

Technology 265

Technology Customer Experience Social Media 2015 265

Beyond Philosophy

NOVEMBER 17, 2014

As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. The article reports that a mere 30% of Americans “feel engaged at work,” according to the 2013 Gallup poll, leaving the remainder somewhere between indifferent and disgruntled. What Walmart and Google Show Us About Employee Engagement.

Engagement 164

Engagement ROI 2014 2013 164

Beyond Philosophy

MARCH 16, 2015

Colin is an international author of four bestselling books and an engaging keynote speaker. The post 7 Signs of Decline for the CX Movement in 2015 appeared first on Beyond Philosophy. Follow Colin Shaw on Twitter @ColinShaw_CX.

2015 122

2015 CEM 2002 Books 122

Beyond Philosophy

NOVEMBER 28, 2016

There are lots of articles and studies around stating things like “Highly engaged customers are loyal customers”. There’s little doubt that engaged customers can, and do, help shape the brand. between January and February, 2015 (to 32.9%) and that this new level was the highest engagement rate reported in the past three years.

Engagement 145

Engagement White Paper 2015 Consulting 145

Alida

AUGUST 24, 2016

How will you keep us engaged? When members of my generation feel valued, appreciated and secure, we respond with loyalty—and it’s loyal employees who are happiest, most engaged and work harder. Bonus tip: Engage with your Millennial employees on an ongoing basis. What makes your brand stand out enough to attract Millennials?

Engagement 162

Engagement Culture Sports 2015 162

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. The result: 85 percent reduction in research costs in 2015 alone.

ROI 269

ROI Measurement Brands Net Promoter Score 269

Experience Investigators by 360Connext

JANUARY 26, 2015

And customers simply don’t understand the way hiring thousands of customer-facing employees increases the chances of having less engaged, unhappy brand representatives. Social Customer Care: Best Practices for Major Engagement. 30, January 2015. Social Customer Care: Best Practices for Major Engagement. It''s FREE!

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

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

Think Customers

SEPTEMBER 20, 2015

Here's my list of the most noteworthy customer experiences from the summer of 2015. While on maternity leave, I took note of some customer experiences that caught my attention--some that I praised and others that left me scratching my head. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2015 107

2015 Customer Experience Blog Customers 107

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. More than ever, customers want to have a voice and influence business decisions.

2015 0

2015 Social Media 2012 2019 0

Experience Investigators by 360Connext

JULY 24, 2015

Sprout Social (@SproutSocial) July 22, 2015. 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.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

Alida

AUGUST 3, 2016

visioncritical great ideas for recruiting and engaging with Millennials & Gen Z #VCSummit. Julie Murtha (@JulieMurtha) October 22, 2015. Lee Stephen (@LWStephen) October 22, 2015. Pia Chin (@piachin) October 22, 2015. Amanda White (@iamAMLW) October 22, 2015. Learn from a variety of workshops. Awesomeness. —

2015 167

2015 Workshop Customer Centricity Innovation 167

Influitive

OCTOBER 11, 2015

Marketers know that finding ways to increase customer engagement is good for the bottom line. Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm. Loyal customers draw in more customers.

Customer Engagement 111

Customer Engagement Loyalty Engagement Social Media 111

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Robert Schmid (@roberteschmid) January 7, 2015. 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.

Marketing 250

Marketing Innovation Transportation Demo 250

Experience Investigators by 360Connext

APRIL 23, 2015

Jon Galloway (@jongalloway) April 12, 2015. 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. Thanks, @TripIt ! —

Social Media 218

Social Media Travel Rewards Programs Innovation 218

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

Experience Investigators by 360Connext

DECEMBER 11, 2014

How Developed is Your Customer-Centric Strategy for 2015? 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.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

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. in net written premium annually. ” — Margie.

Chief Customer Officer 141

Chief Customer Officer Engagement Net Promoter Score Insurance 141

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! Blog Customer Engagement Customer Experience Featured conferences customer experience speaker customer feedback events linkedin SXSW technology webinar'

Events 223

Events Customer Experience Webinar Telecommunications 223

Experience Investigators by 360Connext

FEBRUARY 11, 2015

Creating original content to drive engagement and promote our thought leadership (Infographics, Ebooks, etc.). Here are some of the ways we’ve already approached 2015 differently. Blog Customer Experience Featured Opinion Blogging business growth communication content marketing creation customer engagement linkedin strategy'

Marketing 233

Marketing Social Media Blog Webinar 233

GetFeedback

DECEMBER 27, 2018

So in order to gather the customer feedback they need, companies have to craft surveys that engage their respondents from start to finish. To increase engagement, surveys need to live where your customers live: on their phones. Mobile-only internet users surpassed desktop-only in 2015 —a major landmark in the mobile space.

Net Promoter Score 225

Net Promoter Score Feedback 2015 2010 225

Alida

JULY 11, 2017

In fact, traditional retail improved much faster than digital, with robust 40 percent of traditional retailers’ CX Index scores rising from 2015 to 2016, while only 18 percent of digital retailers improved. Companies need to engage with customers to find out how brick-and-mortar stores can help enhance the overall customer experience.

Customer Experience 183

Customer Experience 2015 Omnichannel Retail 183

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

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. . Online communities allow companies to engage customers and gain insight into people’s attitudes and behaviors.

Social Media 167

Social Media 2015 Innovation 2014 167

GetFeedback

JULY 11, 2018

In order to bridge it, you need a clear customer engagement strategy. In 2015, Digiday conducted a study on customer satisfaction and found that, while the majority of brands believe they provide a superior customer experience, nearly 65% of their customers feel frustrated and misunderstood. How to tell when you’ve lost touch.

2015 207

2015 Social Media Customer Satisfaction Customer Centricity 207

Customer Bliss

FEBRUARY 26, 2015

The role of the Chief Customer Officer is to work with the leadership team in building the consistent behaviors, decision-making, and company engagement that will prove to the organization that leaders are united in their commitment beyond words. Read More: Customer Leaders Must Have Guts. Keep Your Focus Across the Silos.

Chief Customer Officer 161

Chief Customer Officer 2015 Leadership Culture 161

Customer Bliss

FEBRUARY 10, 2015

how many customers declined in their level of engagement with you? 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

Customer Bliss

FEBRUARY 17, 2015

The role of the Chief Customer Officer is to engage leaders and the organization to want to be a part of “one company” storytelling to unite decision-making and drive cross-company focus and action. That’s why I’ve coined this competency as building a customer “listening path.”.

Chief Customer Officer 167

Chief Customer Officer 2015 Customer Journey Leadership 167

Alida

APRIL 4, 2017

Though brick and mortar sales are down only five percent since 2015, the closure of many anchor tenants has significantly impacted shopping malls. To gain a more complete understanding of shopping habits, companies should also engage customers in a two-way conversation. Prioritize customer engagement, not customer service.

E Commerce 191

E Commerce Retail Innovation Omnichannel 191