Experience Investigators by 360Connext

MARCH 4, 2015

What if that is contrary to long-term loyalty? This idea of pushing a short-term goal at the sake of most other things may have worked before customers have the voice they do now. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Short-term goals, long-term backlash.

Customer Service 282

Customer Service Airlines 2014 Social Media 282

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

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. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Technology 265

Technology Customer Experience Social Media 2015 265

Experience Investigators by 360Connext

JANUARY 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.

Customer Care 299

Customer Care Social Media Marketing Webinar 299

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. We have been there.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Experience Investigators by 360Connext

MARCH 5, 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 Service 274

Customer Service Sports Social Media Communication 274

Experience Investigators by 360Connext

DECEMBER 17, 2014

There are places in the customer journey you know aren’t working. Bookmark this blog and subscribe to the Crack The Customer Code podcast ! 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Tackle those trickiest touchpoints in 2015. Keep learning!

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

OCTOBER 2, 2014

We feel valued and provide loyalty in return. Organizations must consider business results when considering the customer experience. This post is part of the Customer Experience Professionals Association’s 2013 Blog Carnival “Celebrating Customer Experience.” Value to organizations.

Customer Experience 297

Customer Experience 2012 2013 2014 297

Experience Investigators by 360Connext

NOVEMBER 13, 2014

The interactive kiosks provide an opportunity to streamline the process by providing where the product can be found along with product research in the moment the customer wants them. Loyalty: “What’s in it for me?” This is another type of reassurance for customers. Will I be rewarded for my behavior?

Customer Confidence 279

Customer Confidence 2015 Retail Loyalty Programs 279

Experience Investigators by 360Connext

DECEMBER 5, 2014

Our premier episode features the one and only Jackie Huba , author of Monster Loyalty : How Lady Gaga Turns Followers Into Fanatics, who shares amazing insights and gives us a sneak peek into her next area of focus. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Social Media 244

Social Media Consulting Leadership Innovation 244

Experience Investigators by 360Connext

FEBRUARY 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.

Innovation 262

Innovation Consumers Social Media 2016 262

Experience Investigators by 360Connext

MARCH 2, 2015

Moments like this create loyalty. Providing products and services as promised is vital to success in any business, but those things will not keep your customers from trying your competitors. More Posts - Website Follow Me: The post Sometimes What Customers Need is Just a Helping Paw appeared first on Customer Experience Consulting.

User Experience 261

User Experience Loyalty Customer Engagement Customers 261

ProProfs Chat

JANUARY 30, 2020

Impacts of consistent engagement. Customer loyalty. And, these, in turn, will help your company create strategies that will strengthen your customer engagement process even further. Customer Engagement Statistics 2020 Explained. Successful Customer Engagement. Mobile Customer Engagement.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Experience Investigators by 360Connext

NOVEMBER 12, 2014

In the rush to amaze and delight, a la Zappos , organizations often overlook ways to truly provide experiences meaningful to that customer. A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. A great experience, but for whom?

Brands 259

Brands Hotels Consulting Workshop 259

Experience Investigators by 360Connext

DECEMBER 15, 2014

For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. Welcome everybody.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Experience Investigators by 360Connext

DECEMBER 31, 2014

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.

2015 247

2015 Webinar Entertainment Leadership 247

Experience Investigators by 360Connext

FEBRUARY 18, 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.

Innovation 259

Innovation Feedback Automotive Social Media 259

Experience Investigators by 360Connext

SEPTEMBER 15, 2014

Customer convenience is continuing as a key driver in loyalty , but the desire to get things done conveniently is not new. Before you start making changes to your experience to make it more convenient for customers, please make these considerations: 1. Customers want ease in many areas – not just the main transaction.

Banking 282

Banking Loyalty Retail Social Media 282

Experience Investigators by 360Connext

APRIL 15, 2015

This post was written for, and a version originally appeared on the philGERBYSHAK blog. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Social Media 277

Social Media Consulting Banking Blog 277

Experience Investigators by 360Connext

DECEMBER 3, 2014

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.

Innovation 232

Innovation Customer Service 2014 Social Media 232

Experience Investigators by 360Connext

NOVEMBER 17, 2014

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.

Social Media 282

Social Media Consulting Customer Engagement Customers 282

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

Experience Investigators by 360Connext

APRIL 21, 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.

B2B 285

B2B B2C Social Media Innovation 285

Experience Investigators by 360Connext

OCTOBER 22, 2014

They are meaningful only if and when the company understands them as a whole inventory and as individual opportunities to improve the customer experience. Understanding your customers’ current situations, and what drives them toward loyalty or defection , is the first step in delivering a superior customer experience.

Touchpoint 302

Touchpoint Customer Journey Mapping Customer Journey Social Media 302

Experience Investigators by 360Connext

OCTOBER 13, 2014

Examine what experience your customers are walking through today and map that to the ideal. Proactive participation in your customer’s experience will pay dividends in loyalty, advocacy and word-of-mouth marketing. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 301

Customer Experience Social Media Consulting Loyalty 301

Experience Investigators by 360Connext

MARCH 9, 2015

If you are trying to become a customer-centric leader at a bank, that can be very different than an independent bookstore. I love blogs because they tackle topics in a timely way. Our blog here at 360Connext is of course a good place to start, but I also follow blogs focused on retail, metrics, customer service, and more.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Experience Investigators by 360Connext

JANUARY 28, 2015

Take the time to recognize great customer experiences that are beautifully subtle. Graham Moreno runs the blog at Help.com , where they are rethinking customer service. Graham Moreno I spend my days helping rethink customer service at Help.com. Check out more of his articles at Blog.Help.com.

Customer Experience 233

Customer Experience Blog Customers Loyalty 233

Experience Investigators by 360Connext

JANUARY 8, 2015

Shopping implies really only caring about the consideration and acquisition phases of the customer journey , and of course that’s only the beginning of the real relationship. Understanding what happens once customers become customers is really where insights can become insightful about loyalty and retention.

Customer Experience 284

Customer Experience Feedback Customer Journey Social Media 284

eglobalis

MARCH 4, 2025

When handling VIP customers or high-value transactions requiring personalized service. Top AI Agent Solution Providers and Why They Lead Industry-leading companies are elevating customer engagement with AI-powered agent solutions that blend automation, advanced conversational AI, and data-driven insights.

Contact Center 199

Contact Center Virtual Agent Healthcare E-support 199

Experience Investigators by 360Connext

JANUARY 26, 2015

While many of the readers of this blog (that’s you!) are familiar with customer experience terms and ideas, most people still are not. So I explain our work of helping companies and organizations understand the true experience of their customers, leading to improved experiences.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

They might not have the advertising budget, but they often gain the loyalty. The competitor you never worried about has improved their customer experience dramatically. And they’re gaining on your customers as a result! Savvy competitors often find the Achilles heel of the 800-lb. gorilla is with the experience.

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

Experience Investigators by 360Connext

MARCH 26, 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.

Travel 282

Travel Hotels Guest Experience Airlines 282

Experience Investigators by 360Connext

JULY 13, 2015

Very recent research on loyalty programs showed how customers are looking for more communication that’s relevant. If you aren’t testing the process, your customer journey map is nothing more than a wish list. Reward Investments In Customer Loyalty. Provide Relevant Information.

Customer Journey 259

Customer Journey Customer Journey Mapping Social Media Travel 259

Experience Investigators by 360Connext

JANUARY 19, 2015

Let’s face it, many companies still haven’t figured out customer service in general, let alone how to address it via social channels. Those that get it right earn some impressive loyalty from customers. This post was written for, and a version originally appeared on Social Media Club’s Clubhouse blog.

Social Media 278

Social Media Customer Service Call Center Consulting 278

Optimove

MARCH 6, 2025

See the difference control groups make in this guide Download Now Why it Matters: This post is important for retail marketers as it highlights how loyalty programs extend beyond simple discounts to foster deeper engagement and long-term brand affinity. See more about retail customer loyalty below.

Retail 59

Retail Loyalty Loyalty Programs Omnichannel 59

Experience Investigators by 360Connext

APRIL 7, 2015

And then that time you fly home with your family…only to be mistreated so incredibly that writing this blog seems like the only recourse I have. Never mind that they are sending emails about merging loyalty programs and becoming one airline. Spring Break! Fun in the sun! Let me present the facts. We again, did as we were told.

Airlines 307

Airlines Customer Experience Travel Books 307

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413