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

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. See you in 2015. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. All set with your shiny new strategies and bold new plans? ” We’ve all been there. Are you ready?

2015 247

2015 Webinar Entertainment Leadership 247

Experience Investigators by 360Connext

APRIL 23, 2015

Jon Galloway (@jongalloway) April 12, 2015. Amy shared how they rely a lot on social media , where travelers tweet or post about both the good (it saved me!) While they also use surveys and traditional methods to gather feedback, social media is a big channel of feedback for them. Thanks, @TripIt ! —

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Experience Investigators by 360Connext

MARCH 24, 2015

There were sessions on co-creating with customers, social media, and customer journey mapping. Mike Zarin (@zarin) March 24, 2015. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. So many answers! NGCE [link] pic.twitter.com/U8rdqOdYqS. Think about where you want to go.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

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. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. So, yes, there are things to complain about.

Interaction 275

Interaction 2015 Innovation Fashion 275

GetFeedback

MAY 5, 2019

Some other fast ways of getting in touch with customers when you want to hear from them are social media pages and messaging apps, but make sure to do it moderately. Offer some awesome customer loyalty programs. You may think the loyalty plans are purely promotional assets. Loyalty plans based on various incentives.

Sales 277

Sales Loyalty Programs Social Media Loyalty 277

Experience Investigators by 360Connext

JANUARY 26, 2015

Social Customer Care: Best Practices for Major Engagement. 30, January 2015. Are you ready to engage with customers on social media? There are a few things you need to know about social customer care before you jump in, and many brands are blowing it! It is a often a price-based customer battlefield.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

Experience Investigators by 360Connext

JULY 24, 2015

Sprout Social (@SproutSocial) July 22, 2015. Huge thanks to Sprout Social for hosting our CXPA Chicago event, and to the smart people who attended! The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. pic.twitter.com/q0W0mvrx8R.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

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. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Women, he believes, consider the customer more. Stay lean if you can.

2015 217

2015 Leadership Innovation 2014 217

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 Investigators by 360Connext

DECEMBER 11, 2014

Loyalty does not mean forever for customers. How Developed is Your Customer-Centric Strategy for 2015? The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. The best ones evolve with the marketplace and ever-changing customer expectations.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Robert Schmid (@roberteschmid) January 7, 2015. 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. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Marketing 250

Marketing Innovation Transportation Demo 250

Tricia Morris

OCTOBER 1, 2015

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. The post 2015 Global Customer Service Report: Customer Expectations and Location, Location, Location appeared first on Parature.

2015 97

2015 Customer Expectations Customer Service Poor Customer Service 97

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). We built our email list and will continue to do so.

Marketing 233

Marketing Social Media Blog Webinar 233

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. Nowadays, though, the journey has transformed so much that it has become unpredictable to a large extent.

Customer Journey 225

Customer Journey Touchpoint Social Media Consumers 225

Experience Investigators by 360Connext

APRIL 7, 2015

Never mind that they are sending emails about merging loyalty programs and becoming one airline. Lindsay Lare Cooper (@LindsayLCooper) March 23, 2015. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Never mind we were in A terminal and US Airways was in E.

Airlines 307

Airlines Customer Experience Travel Books 307

Influitive

OCTOBER 11, 2015

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. However, loyalty can generate revenue on another front: demand gen. Loyal customers draw in more customers.

Customer Engagement 111

Customer Engagement Loyalty Engagement Social Media 111

Tricia Morris

JULY 7, 2015

The newly-released 2015 U.S. The 2015 U.S. State of Multichannel Customer Service Report also takes a look at current social customer service expectations, showing that more than half of consumers now expect a response from a brand or organization within 24 hours. Download the 2015 U.S. and more (watch for the 2015 U.K.

2015 101

2015 Consumers Loyalty Brands 101

Experience Investigators by 360Connext

JULY 9, 2015

A photo posted by Pink Bows & Twinkle Toes (@pinkbowstwinkletoes) on Jul 8, 2015 at 8:51am PDT. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. #julepmaven #mavenunboxing #julep #nailpolish #subscriptionbox #subscription #july #unboxing.

2015 249

2015 Social Media Consulting Customers 249

ProProfs Chat

FEBRUARY 13, 2020

Efforts to retain customers, help you formulate effective loyalty programs that your customers enjoy being a part of. Let’s take a look at customer loyalty statistics and observe the various ways that help a business improve and boost customer loyalty. Customer Loyalty Statistics 2020 You Shouldn’t Miss.

Loyalty 109

Loyalty 2020 Loyalty Programs Social Media 109

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. Do you want to build customer loyalty? Does it offer a chance to improve brand recognition?

Social Media 167

Social Media 2015 Innovation 2014 167

transcosmos Information Systems

MAY 25, 2015

It’s no secret that mobile networks, social media and the widespread use of smartphones drastically altered the customer service landscape. We’re almost half-way through 2015 and here are just some of the hyper-connected, mobile lifestyle customer service activities that we’ve been seeing in 2015.

2015 82

2015 Multi-Channel Social Media Definition 82

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. He’s the CAO (Chief Amazement Officer) of Shepard Presentations and leading international authority on customer service, CX, and loyalty in business. Follow on LinkedIn. Brad Cleveland, Author, Speaker & Consultant.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Tricia Morris

OCTOBER 9, 2015

On the other hand, satisfying customer service has scary-good results, increasing customer acquisition, retention, brand loyalty and advocacy. 2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report). 2015 Aspect Consumer Experience Survey). UKCSI Customer Satisfaction Index).

Customer Service 110

Customer Service 2015 Poor Customer Service Contact Center 110

Beyond Philosophy

NOVEMBER 6, 2014

To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Hiring Customer-Ready Employees. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Net Promoter Score 163

Net Promoter Score Customer Centricity CEM Social Media 163

Experience Investigators by 360Connext

JANUARY 30, 2015

Who came up with the most creative social media campaign or packaging design for bandages? e.width){e.setAttribute("data-vertical", "true")}})(this);'' onerror=''(function(e){e.setAttribute("src", "https://media-cdn.list.ly/missing-image.png");})(this);'' Added by Anne Reuss on Jan 30, 2015. View more lists from.

2013 252

2013 Customer Service E-support 2014 252

Beyond Philosophy

NOVEMBER 18, 2014

How do you use Social Media to enhance the experience? Social media is a great channel for enhancing the Customer Experience. But companies that don’t present a unified front to Customers either use social media as a one-way communication or don’t use it at all. Putting the Power of Your People to Work.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. They make them feel valued, inspire their loyalty, and earn their business. It empowers customer champions, informs successful marketing activities, drives process and product improvements, and ultimately improves customer loyalty and the bottom line.

2015 97

2015 Multi-Channel 2014 CEM 97

Alida

JULY 28, 2016

In 2015, the analyst firm Gartner dropped big data from its Hype Cycle for Emerging Technologies report. Social media platforms such as Twitter, LinkedIn, Facebook, Snapchat and Instagram are examples of the real-time datafication of customers’ lives. The big data hype is officially dead. The big drawback of big data.

2010 160

2010 Social Media 2016 2013 160

TechSee

APRIL 10, 2019

Drive long-term loyalty? The omnichannel customer experience is comprised of multiple customer touchpoints, over a range of channels that seamlessly connect, allowing customers to move back and forth from one experience to another on any device and platform: web, voice, chat, messaging, social media, video and email.

Customer Experience 154

Customer Experience Customer Centricity Omnichannel Social Media 154

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. Prior to joining Peloton, Brad led strategy and global operations for Starwood Preferred Guest (SPG), Starwood Hotels’ award-winning loyalty program with over 21.

Hotels 149

Hotels Social Media Consulting 2014 149

Experience Investigators by 360Connext

APRIL 30, 2015

We know this technique as the peak-end rule , which not only helps retain customers after things go awry, but often has the power to forge stronger loyalty from an otherwise bad experience. Who came up with the most creative social media campaign or packaging design for bandages? Added by Anne Reuss on Jan 30, 2015.

Brands 266

Brands 2013 2014 Retail 266

Kayako

MARCH 21, 2022

Even worse, they can share their discontent with their local and social media networks. Another survey showed that after a negative customer service experience, 73% of customers in the telecom space shared negative opinions about the company via word-of-mouth, and 22% of them also shared their experience on social media.

Customer Service 117

Customer Service Social Media 2010 Competitive Advantage 117

ProProfs Chat

APRIL 16, 2020

What this inadvertently impacts is customer loyalty towards your brand. To bring this pervasive problem closer to home, the Hispanic population in the United States grew by 50% between 2010 and 2015 as per the U.S 3: Boosts Customer Loyalty. Let’s take a look at how you can make things right. Census records.

Loyalty 96

Loyalty Customer Service E-support E Commerce 96

Beyond Philosophy

JULY 6, 2016

Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience. Marketers in the West are used to their social media strategies that center around Facebook and YouTube, two social media channels that are not available in China.

Social Media 113

Social Media 2002 Multi-Channel Customer Centricity 113

Kayako

JANUARY 5, 2017

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. Customers can reach out to you in a variety of ways — email, web, mobile, social media, live chat and phone call. businesses still can’t be contacted by social media, only 12.9% In the new world, that inverts.”

2017 38

2017 Multi-Channel Loyalty Customer Service 38

Beyond Philosophy

JUNE 16, 2015

And 54% of the Global Opinion Elites say they are increasingly finding out about a company through social media. Many times your Customer Experience begins with the positive or negative headline or social media post, or, in other words, that brand reputation you create by your actions. To see the chart click here.

Net Promoter Score 109

Net Promoter Score Social Media Advertising 2014 109