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

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

Lumoa

OCTOBER 13, 2017

Brands are often missing that “social media” is a social platform. Although social media is often used for advertising and brand awareness, do you remember that the best advertisement is a happy customer? Social interaction and engagement is what makes your brand personal and builds connection to the audience.

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. 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. Are you ready?

2015 247

2015 Webinar Entertainment Leadership 247

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 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

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

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.

Interaction 275

Interaction 2015 Innovation Fashion 275

Customer Enthusiast

DECEMBER 30, 2014

It occurred to me while reading through a list of 15 Customer Service Trends for 2015 assembled by Richard Shapiro, president of The Center For Client Retention , that nine of the 15 trends are related to omnichannel: a seamless approach to a consumer’s experience through all available shopping channels (e.g.,

2015 100

2015 Hotels Social Media Omnichannel 100

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 2015 98

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 Advertising 2017 111

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 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.

2015 102

2015 Customer Connectedness Customer Experience 2014 102

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

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

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. Technology and social media has given more power and influence to customers.

2015 0

2015 Social Media 2012 2019 0

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! Happy to have #CX pros in the house to hear @jeanniecw speak during @CXPA_Assoc ‘s Chicago meetup event! pic.twitter.com/q0W0mvrx8R.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

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

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. Consider the entire customer experience, beyond the sexy demo.

Marketing 250

Marketing Innovation Transportation Demo 250

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 Advertising 2017 98

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. Introducing Plenti Reward system that lasted from 2015 to 2018, American Express has let their clients earn and redeem loyalty points.

Sales 277

Sales Loyalty Programs Social Media Loyalty 277

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

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

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. For instance, companies often know very little about the people who belong to social communities.

Social Media 167

Social Media 2015 Innovation 2014 167

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 Matters

MARCH 1, 2015

Services like wait times at bathrooms, location-based offers, and social media feeds within the stadium are part of the offerings. Marie Donoghue (Executive Vice President, Global Strategy and Original Content, ESPN) said that people who engage in social media during games are more engaged fans. ” R.C.

Sports 130

Sports 2015 Social Media Entertainment 130

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

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

GetFeedback

JULY 11, 2018

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

Tricia Morris

OCTOBER 9, 2015

2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report). 2015 Aspect Consumer Experience Survey). 2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report). 2015 Aspect Consumer Experience Survey).

Customer Service 110

Customer Service 2015 Poor Customer Service Contact Center 110

transcosmos Information Systems

JULY 6, 2017

The increasing popularity of social media has given businesses a great opportunity to reach their customers where they’re at in real time. Today, social media plays an important role in the customer service industry. Social media is a channel for people to express their feelings, thoughts, and opinions.

Social Media 78

Social Media Customer Service 2009 2008 78

Experience Investigators by 360Connext

APRIL 7, 2015

Lindsay Lare Cooper (@LindsayLCooper) March 23, 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.

Airlines 307

Airlines Customer Experience Travel Books 307

LiveChat

NOVEMBER 19, 2015

There are few businesses or organizations that have such a great, established social media presence as NASA. What NASA did to become one of the top, most recognizable social media brands in the world? link] pic.twitter.com/CtSQODPofA — Curiosity Rover (@MarsCuriosity) October 13, 2015. How do they do it?

Social Media 71

Social Media 2015 2008 Sports 71

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. Think customers only engage on social to complain about brands?

2015 101

2015 Consumers Loyalty Brands 101

Clarabridge

SEPTEMBER 2, 2015

Let’s face it, enterprise software usually takes up a large portion of your social media and marketing budget. Justifying the cost of enterprise social media software isn’t always as easy and proves to be a time-consuming process to ensure a good fit for your company. by Sofie De Beule, Community Manager at Engagor .

Social Media 73

Social Media Competitive Advantage 2015 Customer Success 73

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Clarabridge connects to all sources of customer feedback, including ratings and reviews , chat , both Clarabridge-generated and third-party surveys , blogs and forums , emails , call centers , social media , and voice recordings. Clarabridge.

2015 97

2015 Multi-Channel 2014 CEM 97

Experience Matters

FEBRUARY 25, 2015

We just published a Temkin Group report, What Happens After a Good or Bad Experience, 2015. These social sites, however, are still an important channel for consumers under the age of 45.

2015 113

2015 Customer Connectedness Retail Download 113