Blueshift

OCTOBER 2, 2024

By harnessing the power of interaction data, companies can create more tailored, meaningful experiences that resonate with their audience. This blog will explore how adapting LLMs using customer behavior insights can elevate engagement, boost satisfaction, and drive growth.

Interaction 111

Interaction Engagement Customer Engagement Blog 111

Experience Investigators by 360Connext

APRIL 21, 2015

Listen to your salesperson’s product demo or and see how many times “this product,” “our product” or the name of the product is mentioned compared to discussing what customers have shared about how it meets their needs. What’s really meaningful to your customers?

B2B 285

B2B B2C Social Media Innovation 285

ProProfs Chat

JANUARY 30, 2020

And, these, in turn, will help your company create strategies that will strengthen your customer engagement process even further. In this blog, we aim to collate various customer engagement statistics in one place that will give you an idea about various aspects of engagement with customers.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

InMoment XI

NOVEMBER 14, 2024

From long threads on X (formerly Twitter) to an Instagram influencer’s comments, online interactions are multi-platform. CRM Integration Integrating social listening data with customer relationship management (CRM) software helps you build rich customer profiles. Can Social Listening Help You Find Leads? Yes, absolutely!

Social Media 195

Social Media Multi-Channel Metrics 2024 195

Experience Investigators by 360Connext

NOVEMBER 17, 2014

This flies in the face of assuming any customer effort will result in lower satisfaction, but supports the idea that customers will appreciate the process they witness. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Social Media 282

Social Media Consulting Customer Engagement Customers 282

Experience Investigators by 360Connext

OCTOBER 24, 2014

Considering who your customers are and what they’re experiencing in the moment can say a lot about how much your organization really cares about them. Think of what even your satisfied customers might exclaim while interacting with your brand. What situational challenges may your customers face from their own viewpoint?

Connections 277

Connections Brands Online Experience Customer Engagement 277

Beyond Philosophy

MAY 11, 2023

In the past five years, we have talked about the Cleveland Browns, a struggling team in the NFL, several times but we haven’t discussed customer engagement once. So, to remedy that, today we will focus on what customer engagement is and what you can do to promote more of it in your experiences.

Customer Engagement 157

Customer Engagement Engagement Social Media Definition 157

Experience Investigators by 360Connext

OCTOBER 6, 2014

Creating a customer-centric organization from the inside out requires serious word-of-mouth messaging. Help your people who don’t interact with customers understand what that is like. Leaders of any organization should be interacting with their customer experience on some level every day. Lead by listening.

Customer Focused 275

Customer Focused Call Center 2014 Culture 275

Experience Investigators by 360Connext

OCTOBER 22, 2014

Channels are your view, as the company, and are a way to understand where customers come from and how they interact with you. It can take months to categorize all the ways customers may interact with you. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Touchpoint 302

Touchpoint Customer Journey Mapping Customer Journey Social Media 302

Experience Investigators by 360Connext

OCTOBER 27, 2014

But there are different personas that answer the door, and I find them to be much like customer service representatives (it could just be the candy corn talking). Have you thought about how your employees interact with customers? A bad interaction could haunt your brand. Do they have what it takes?

Customer Service 284

Customer Service Social Media Customer Service Representative Consulting 284

Experience Investigators by 360Connext

JANUARY 8, 2015

According to the Mystery Shopping Providers Association (MSPA): “Mystery shopping is a process in which pre-recruited and qualified consumers measure the extent to which a customer’s interactions with a business mirror the experiences the business intends.” appeared first on Customer Experience Consulting.

Customer Experience 284

Customer Experience Feedback Customer Journey Social Media 284

Experience Investigators by 360Connext

APRIL 10, 2015

I know very little about zombies or the show, truthfully, so Adam fills me in on how AMC has created an incredibly rich and interactive experience. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. appeared first on Customer Experience Consulting. You’re welcome!).

Social Media 234

Social Media Marketing Customer Journey Mapping Consulting 234

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

Experience Investigators by 360Connext

JANUARY 19, 2015

Consider what customers expect: 71% of online customers expect to receive assistance within 5 minutes of reaching out to a company. 33% would rather use social media to interact with a company than over the telephone. Customers are the only profit center for any company. Just being jerky. Don’t be a jerk.

Social Media 278

Social Media Customer Service Call Center Consulting 278

Experience Investigators by 360Connext

OCTOBER 15, 2014

It was at South by Southwest Interactive Conference about 5(!) 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.

Books 275

Books Social Media Consulting Communication 275

Experience Investigators by 360Connext

NOVEMBER 6, 2014

If customers have the ability to order a product online and pick up or return it to a local store, sales increase as much as 18 percent, according to a Shop Visible study. Our schedules are packed and we want to know we can interact on our terms. Customers want to know your culture.

Omnichannel 258

Omnichannel Retail Social Media Culture 258

GetFeedback

DECEMBER 26, 2018

Customers’ combined interactions with your business or product contribute to their overall brand perception too. Customers make judgment calls about your brand when they read an online review, make a purchase, talk to employees, read a news story, or hear about a friend’s experience. Customers are vocal over social media too.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

Experience Investigators by 360Connext

JANUARY 27, 2015

Customer experience is all about people. Customer engagement and satisfaction are great concepts, but creating outstanding customer experiences comes down to simple personal interaction and care. Blog Customer Engagement Customer Experience customer service Featured leadership linkedin personalized experience'

Customer Experience 265

Customer Experience Customers Leadership Customer Engagement 265

InMoment XI

JANUARY 9, 2024

Effective customer experience management helps build and maintain strong, long-term relationships by meeting the needs and expectations of your business customers consistently. What is B2B Customer Experience? The B2B CX may also refer to a company’s ability to respond to customer questions and cases.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Integrate different customer touchpoints – to deliver a truly consistent CX. Justify customer loyalty through excellence – innovate audience interactions. These do not sound like parts of a proactive customer experience strategy to me. Monitor and respond to social media complaints – and provide effective resolution.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Experience Investigators by 360Connext

FEBRUARY 12, 2015

Because it’s more than likely you are interacting with these companies and others like them as a customer, or perhaps you are a leader within the organizations with SaaS products. Either way, ignoring SaaS customer experience is dangerous. Name This field is for validation purposes and should be left unchanged.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

SaleMove

DECEMBER 15, 2023

Insurance companies are effectively using SMS to send claim status updates, provide billing reminders and re-engage abandoned applications. The post SMS as Part of Insurance Companies’ Interaction Strategy appeared first on Glia Blog | Digital Customer Service Explained.

Insurance 106

Insurance Interaction Blog Engagement 106

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

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. This is where advanced marketing platforms like Optimove come into play.

Retail 52

Retail Customer Engagement Multi-Channel Engagement 52

Experience Investigators by 360Connext

NOVEMBER 13, 2014

In-store kiosks are also likely to be used by customers to research products. The number one use for kiosks, however, is in-store navigation , meaning customers can’t find what they need. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Confidence 279

Customer Confidence 2015 Retail Loyalty Programs 279

Totango

AUGUST 8, 2021

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. Driving Software Adoption through Customer Success Begins with Understanding. Establish Goals and Milestones.

Customer Engagement 118

Customer Engagement Customer Success Engagement Customers 118

Experience Investigators by 360Connext

JANUARY 21, 2015

HOW does your customer come to this conclusion? WHY does your customer want to interact at all? Is your customer seeking an experience of luxury or low-cost? WHO is your customer? 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. They want it all!).

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

Totango

MARCH 29, 2022

Having real-time data and predictive insights connected to each customer’s individual journey can go a long way to increasing a company’s understanding of how their customers are interacting with their products and organization overall. Allow Automation to Scale Customer Engagements.

Customer Engagement 101

Customer Engagement Engagement Customer Journey NPS 101

Experience Investigators by 360Connext

APRIL 16, 2015

The app does a great job offering several ways to interact with the products and collections. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. The photos are stark and easy to see on a smaller screen. The product stands alone. The buttons are always a choice of 2.

Customer Expectations 282

Customer Expectations Retail User Experience Social Media 282

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

Experience Investigators by 360Connext

SEPTEMBER 24, 2014

It’s our approach to taking customer journey mapping into deeper levels of understanding at specific points in the journey. Micromapping could help avoid customer frustrations like this one. Micromapping helps the organization and their people understand the many ways customers interact with their products, people and services.

Customer Journey Mapping 282

Customer Journey Mapping Customer Journey Social Media Consulting 282

GetFeedback

JULY 24, 2018

Today, customers can interact with companies in more ways than ever, across unique channels, devices, and time zones. A customer might see a company’s ad, visit their website, browse their products, read customer reviews, and go on their way—all without speaking to a single human. But what does it really mean?

Customer Experience 277

Customer Experience Touchpoint Customer Journey Mapping Definition 277

SaleMove

APRIL 21, 2023

We examine how the interactions customers are having with your team carve a much deeper groove into customer loyalty–and how you can make it an effortless experience. The post What’s More Important Than Customer Interactions? appeared first on Glia Blog | Digital Customer Service Explained.

Interaction 77

Interaction Loyalty Blog Customers 77

Experience Investigators by 360Connext

SEPTEMBER 15, 2014

Your customer wants convenience because your customer has a real life. The game changers, however, are the ones who created new ways of interacting with their customers. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Banking 282

Banking Loyalty Retail Social Media 282

Experience Investigators by 360Connext

FEBRUARY 25, 2015

” we get a lengthy list of the many places where customers and company interact. And yet it’s easy (and more often than not, necessary) to categorize these important moments of interaction into big categories. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Journey Mapping 255

Customer Journey Mapping Touchpoint Insurance Customer Journey 255

Joe Rawlinson

JANUARY 24, 2025

A key aspect of business is managing how companies talk to their customers. Businesses everywhere now understand that keeping their customer interactions consistent, personalized, and in line with regulations is essential for doing well. This greatly helps in focused conversation.

Communication 78

Communication Management Social Media Customer Satisfaction 78

Experience Investigators by 360Connext

APRIL 28, 2015

Emotional Interactions are the Most Powerful. All of these small interactions are infinitely more impactful when personalized. Microinteractions can break a customer experience, but they can rarely make one by themselves. These small interactions are but the icing on the larger cake of customer experience.

Customer Experience 296

Customer Experience Hotels Travel Customers 296