Experience Investigators by 360Connext

DECEMBER 29, 2014

Leaders of all types of organizations began to walk the talk around improving their customer experience. We know they craved information which helped them take action and get results, and that’s what our blog is all about. Studies show that 89% of customers will shop with a competitor after a bad customer experience.

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Experience Investigators by 360Connext

DECEMBER 17, 2014

Invite a customer into your board meetings. Map the customer journey. (Or connect with us and leave it to the pros!). Find some part of the journey to examine more closely each month. Encourage everyone to send hand-written cards to whomever they’d like – customers, prospects, employees, vendors, etc.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

MARCH 31, 2015

As some of you who follow this blog may know, I took the CXI® magnifying glass with me to South By Southwest Interactive this month to scout for customer-focused themes within the latest tech trends. SXSW: Customer Experience Technology. How have recent technological advances affected the experiences you have as a customer?

Technology 265

Technology Customer Experience Social Media 2015 265

Experience Investigators by 360Connext

SEPTEMBER 24, 2014

Here’s a perfect example of an easily overlooked minor moment in a customer journey which creates an unnecessarily negative nuisance for customers. When a customer like me is unable to access the channel they want me to accept, then I’m helpless. How well do you know your customer journey?

Customer Journey Mapping 282

Customer Journey Mapping Customer Journey Social Media Consulting 282

Experience Investigators by 360Connext

OCTOBER 22, 2014

Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. More Posts - Website Follow Me: The post What IS a Customer Touchpoint? The following is a Best of 360Connext post.

Touchpoint 302

Touchpoint Customer Journey Mapping Customer Journey Social Media 302

Experience Investigators by 360Connext

MAY 27, 2015

She is the author of Everybody Writes: Your Go-To Guide to Creating Ridiculously Good Content and co-author of the best-selling Content Rules: How to Create Killer Blogs, Podcasts, Videos, Ebooks, Webinars (and More) That Engage Customers and Ignite Your Business (Wiley 2011). Want a full workup on her?

Customer Experience 272

Customer Experience 2011 Books Customer Journey 272

InMoment XI

JANUARY 9, 2024

Given these various interpretations, we can define the B2B customer experience as the cumulative impact of all interactions and experiences between your business and your business customers, at every touch point across the entire customer journey. Why is B2B CX Important?

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

Experience Investigators by 360Connext

JANUARY 8, 2015

Our version of mystery shopping at 360Connext is really an attempt at understanding as much of the customer journey as we can. Customer Experience Investigation™ is really about this idea of understanding the actual experience from the customer’s perspective. Have you observed your customers in key moments?

Customer Experience 284

Customer Experience Feedback Customer Journey Social Media 284

Experience Investigators by 360Connext

FEBRUARY 26, 2015

Frame that customer journey map! I’ve walked into plenty of offices where the customer journey map is printed and hung on the wall. The producers of the journey map are proud of their hard work and the results can be great…for a time. Use real words, not buzz words , and ask for feedback. Need help?

Customer Centricity 250

Customer Centricity Customer Journey Mapping Social Media Consulting 250

Experience Investigators by 360Connext

FEBRUARY 12, 2015

There are real and unique challenges with tracking the customer journey for SaaS organizations. While other types of organizations, like consumer packaged goods, also might never interact directly with customers, they might have an easier time identifying them and understanding how they use their products.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

Pointillist

SEPTEMBER 10, 2020

By Steve Offsey The goal of customer journey orchestration is to improve journey outcomes by enabling the most relevant interactions in the context of each customer’s goals and their overall experience. What is Customer Journey Orchestration?

Customer Journey 128

Customer Journey Touchpoint Customers Interaction 128

Experience Investigators by 360Connext

OCTOBER 24, 2014

Neutralizing pain points in the customer journey is essential to providing a good experience. But consider not just what is “wrong” with the experience, but who and where your customers are when they interact with your brand. If ever you were stuffed up, achy, behind on your work and thinking “I can’t even…” Halls knows.

Connections 277

Connections Brands Online Experience Customer Engagement 277

Experience Investigators by 360Connext

MAY 20, 2015

Customer experience is a new department , focus or strategy and leaders need a resource. Customer Journey Mapping. Customer journey mapping is often strictly defined, but it comes in many forms. We go down every scary pathway and celebrate those parts of the journey that are beacons of best practices.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

inQuba

FEBRUARY 11, 2025

Journey is the Solution. I would like to explain why I believe a journey centric approach is the perfect construct for customer engagement: As we know, any interaction between two humans relies on the knowledge that exists between the two individuals. The title of this newsletter is AI Needs Context for Great CX.

Customer Journey 52

Customer Journey Chief Customer Officer Interaction 2024 52

Experience Investigators by 360Connext

OCTOBER 6, 2014

The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Silos make understanding the customer journey that much harder. Here are five ways to encourage your organization to become more focused on what matters – the customer. Happy Customer Experience Day!

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Experience Investigators by 360Connext

OCTOBER 13, 2014

Your customers are seeking value. What do you want your customers to feel? Examine your customer journey from start to finish. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Blog Customer Experience Featured business growth Entrepreneurship linkedin'

Customer Experience 301

Customer Experience Social Media Consulting Loyalty 301

Totango

MARCH 16, 2021

The B2B customer journey resembles the B2C experience in many ways, but there are also some important differences. In this article, we’ll look at the B2B vs. B2C customer journey to see what’s the same and what’s different. We’ll cover the basics of: Customer journey mapping.

B2C 118

B2C Customer Journey B2B Customer Journey Mapping 118

Experience Investigators by 360Connext

OCTOBER 6, 2014

Focusing on the actual journey your customers take, not just the one part of the journey your department oversees, is the only way to really ensure a customer journey that is seamless. Customer experience advocates are all about understanding the actual journey to make it better for all.

Customer Experience 289

Customer Experience Social Media 2014 Events 289

Experience Investigators by 360Connext

FEBRUARY 25, 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. appeared first on Customer Experience Consulting.

Customer Journey Mapping 255

Customer Journey Mapping Touchpoint Insurance Customer Journey 255

Experience Investigators by 360Connext

FEBRUARY 16, 2015

What amazes me is how thoroughly the customer journey was considered. While it’s important to make it work and look cool, it’s more about solving problems for customers before they know they will have them. Future marketing requires a push to gain knowledge and access to more of the entire customer experience.

Marketing 250

Marketing Innovation Transportation Demo 250

Totango

MARCH 29, 2022

Building and maintaining each unique customer journey can be a complex task — often with teams needing to understand how each customer communicates, what their needs are, and how best to move forward with individual customer engagement efforts. Allow Automation to Scale Customer Engagements.

Customer Engagement 101

Customer Engagement Engagement Customer Journey NPS 101

Totango

APRIL 8, 2022

Mapping out your customer journey is not an easy task. Meet the Customer Experience Canvas. This new tool from Totango is the first and only solution that enables you to visually design, build, run, measure and iterate on any customer journey in real time. Design Simple & Intuitive Journeys with Tracks.

Customer Journey 103

Customer Journey Customer Journey Mapping Customers Blog 103

GetFeedback

MARCH 20, 2019

Strategically place your online survey in the customer journey map. When you make a survey online, you get the best results when it appears within the right context of your customers’ journey. With the help of a customer journey map , you can find out when to strategically send surveys.

Customer Journey Mapping 255

Customer Journey Mapping Net Promoter Score Customer Journey Touchpoint 255

Totango

MAY 13, 2022

Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Knowing how your customers feel and what they’re thinking is essential for their satisfaction and your revenue growth. The best way to gain this information is through customer engagement.

Customer Engagement 110

Customer Engagement 2022 Engagement Return on Investment 110

ProProfs Chat

AUGUST 14, 2020

Enable yourself to complete their journey with your brand. And one tool that helps you conduct consistent communication and simplify customer journey is live chat. Let’s find out different areas where live chat can help your business optimize customer journey efficiently. One of the Hyken’s blogs suggested that.

Customer Journey 116

Customer Journey Webinar Customers Brands 116

Optimove

JUNE 1, 2023

We begin this three-part series with the basics – the intricacies of the modern customer journey – and shed light on its various stages and steps. The (modern) Customer Journey In today’s dynamic e-commerce landscape, understanding the customer journey has become more critical than ever.

Customer Journey 98

Customer Journey E Commerce E-support Marketing 98

Feedbackly

MARCH 30, 2023

Customer behavior is a complex phenomenon that evolves continuously. While it’s difficult to fit it within a framework, understanding your customers and forecasting how they will behave can help businesses to a great extent. What is customer journey mapping? It’s easily editable and can be customized to fit your brand.

Customer Journey Mapping 98

Customer Journey Mapping Customer Journey Touchpoint Social Media 98

Totango

AUGUST 25, 2022

Six Customer Engagement SaaS Strategies That Work. For software service providers, customer engagement SaaS strategies play a central role in a successful business model. Proactive interactions with your customers can increase satisfaction and retention, driving repeat business and referral revenue.

Customer Engagement 103

Customer Engagement Engagement Net Promoter Score Metrics 103

Ecrion

SEPTEMBER 15, 2020

Customer Journey | 2. Study Customers with AI | 3. Your customers are the best asset that you have. Whether you have just a few customers or millions, the customer engagement process is essential. Here are some strategies for improving your branding and customer engagement.

Customer Engagement 93

Customer Engagement Engagement Brands 2020 93

Experience Investigators by 360Connext

SEPTEMBER 10, 2015

The ideal customer journey is so tempting. It’s so magical to start designing the beautiful, happy day journey for our customers. The post 5 Ways to Rock your Worst Case Customer Experience Scenario appeared first on Customer Experience Consulting.

Customer Experience 297

Customer Experience Customer Journey Consulting Loyalty 297

Blueshift

AUGUST 25, 2023

Two terms that often arise in discussions surrounding customer-centricity are “customer experience” and “customer engagement.” ” While the terms may seem interchangeable, they actually represent distinct aspects of the customer journey.

Customer Engagement 95

Customer Engagement Engagement Customer Experience Customer Centricity 95

Optimove

FEBRUARY 17, 2025

How AI is Transforming CDPs Download Now >> Why it Matters: This post demonstrates how the Marketing Rule of 7 can transform fleeting interactions into sustained customer relationships by emphasizing the importance of repeated, personalized touchpoints.

Retail 52

Retail Customer Engagement Multi-Channel Engagement 52

delighted

SEPTEMBER 21, 2021

Whether your business is a startup or in growth or scale mode, attracting, engaging, and delighting your ideal audience is key to not only surviving, but thriving. 80% of future profits come from 20% of current customers. The inbound methodology and customer engagement. Why should you care about customer engagement?

Customer Engagement 85

Customer Engagement Engagement Net Promoter Score NPS 85

Kustomer

OCTOBER 28, 2022

Since then, 81% of organizations cite CX as a competitive differentiator and research continues to support the notion that more organizations are leveraging differentiated customer experience to gain an edge against their competition. By ignoring customer service, brands are missing out on market share and revenue.

Customer Engagement 93

Customer Engagement Engagement Omnichannel 2002 93

Totango

SEPTEMBER 22, 2020

Build a Customer Community. Create a Cross-Functional Customer Journey Team. Choose the Right Customer Success Software. By fueling all of the above strategies with accurate and timely customer information, you can turn customer engagement, renewal , and growth into practical, repeatable, and achievable goals.

Customer Engagement 102

Customer Engagement Engagement Customer Journey Customer Success 102

GetFeedback

DECEMBER 26, 2018

Google Alerts should notify you of these reviews and mentions, but it’s good to track reviews diligently—and encourage happy customers to share their opinions publicly. Social is steadily rising to the top of all customer engagement channels, and it will likely stay there. Respond to social media posts.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

GetFeedback

JULY 24, 2018

For better or worse, each one of these micro-experiences impacts the outcome of that customer relationship. To be really successful on a long-term basis, customer experience needs to be seen as all these things, and more. Where does customer experience begin and end? 5 steps to a great customer experience.

Customer Experience 277

Customer Experience Touchpoint Customer Journey Mapping Definition 277