Experience Investigators by 360Connext

JANUARY 19, 2015

As customers, we are expecting a lot from companies who are using social media to respond to customer service issues. We expect ALL companies to be responsive when we go to them via social media. Studies from Ambassador and Social Bakers reveal how mismatched our expectations are with reality.

Social Media 278

Social Media Customer Service Call Center Consulting 278

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

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. Prevent customers from making negative associations with your brand by creating positive microinteractions.

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Even the Oracle report concludes the following 5 guidelines to “create a compelling customer experience”: Focus on the contact centre – optimise resources for dealing with ‘critical enquiries’. Monitor and respond to social media complaints – and provide effective resolution. Responding to customers on social media?

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

BirdEye

DECEMBER 28, 2024

Social media management has become increasingly challenging with evolving algorithms, shifting audience behavior, and ever-changing best practices. However, these challenges only compound for enterprises looking to expand their digital footprint across social media platforms.

Social Media 52

Social Media 2025 Management Multi-Channel 52

Experience Investigators by 360Connext

NOVEMBER 17, 2014

Combine these findings with how customers want to interact directly with technical experts on social media, and it behooves brands to think about compelling ways to let customers in on the preparation. Using social media, brands could post photos on Instagram and tweet out the questions the design team is asking.

Social Media 282

Social Media Consulting Customer Engagement Customers 282

Experience Investigators by 360Connext

APRIL 10, 2015

This was one of the things we discussed with Shonali Burke , a leader in PR and social strategy and President and CEO of Shonali Burke Consulting , on the latest episode of Crack The Customer Code , the podcast I co-host with Adam Toporek. Shonali explains, in her lovely accent, how social is the standard now. Shonali Burke.

Social Media 234

Social Media Marketing Customer Journey Mapping Consulting 234

Experience Investigators by 360Connext

FEBRUARY 23, 2015

When asked about how GM incorporated the voice of the customer into their designs, he mentioned inviting in groups of customers to show them new ideas, listening to customers on social media , and inviting in those customers who already love a product to help them with how to make it even better.

Innovation 262

Innovation Consumers Social Media 2016 262

Experience Investigators by 360Connext

SEPTEMBER 18, 2014

Be sure marketing, PR, legal and customer service are well-trained and well-connected around these channels. Social media brand representatives don’t understand the medium or the customer service policies. Treating social media channels as nothing more than sales promotions will fail every time.

Multi-Channel 268

Multi-Channel Social Media Call Center Retail 268

Experience Investigators by 360Connext

OCTOBER 6, 2014

It’s easy to produce a web site or ordering form or blog post without truly considering how it fits into your customer’s world. Being mindful about what will actually work FOR YOUR CUSTOMER and not just what works is where great experience is delivered. Click to Tweet this!). Mindful design matters.

Customer Experience 289

Customer Experience Social Media 2014 Events 289

Experience Investigators by 360Connext

OCTOBER 2, 2014

According to the 2012 American Express Global Customer Service Barometer , 75 percent of us say we’ve spent more with a company because of consistent positive customer service experiences. Customers who are surprised and delighted with their experiences share their experiences with others. Humans are smart.

Customer Experience 297

Customer Experience 2012 2013 2014 297

BirdEye

NOVEMBER 30, 2023

Social media reputation management continues to be the lifeblood of enhancing your overall online reputation. Because they have 75 unique social media accounts across Facebook, Instagram, and Twitter, they must tailor all of their content to match each local audience’s specific needs and preferences.

Social Media 116

Social Media Management Brands Communication 116

Experience Investigators by 360Connext

APRIL 23, 2015

I asked Amy about how she hears from customers like me, who sometimes are using their app on a daily basis. Amy shared how they rely a lot on social media , where travelers tweet or post about both the good (it saved me!) 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Experience Investigators by 360Connext

APRIL 2, 2015

That’s the power of social selling. Tom and I also had fun comparing the bad pitches we receive via LinkedIn’s inbox…and consider starting a Tumblr blog about bad social selling examples! 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Sales 216

Sales Marketing Social Media Books 216

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

Your customers could see you aren’t handling things in the way they want. They might see you are not responding to inquiries or concerns on social media. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. This is especially subtle.

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

Russel Lolacher

JANUARY 25, 2021

CONSIDER GETTING SOCIAL . Social media, done well, is an amazingly effective tool at building social capital. It’s an opportunity to talk with your customers, both proactively and reactively… like a normal relationship. Social media is meant to be social, so that is what your customers expect from you.

Social Media 119

Social Media Government Fashion Engagement 119

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.

Innovation 259

Innovation Feedback Automotive Social Media 259

BirdEye

JANUARY 11, 2023

Social media is a daily part of our lives, but many companies still have questions about it. These are just a few of the social media questions that businesses are asking. In this blog post, we’ll answer 25 of the most important social media questions. Social media questions: The how?

Social Media 98

Social Media Multi-Channel Advertising 2002 98

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. I totally get it. 30, January 2015.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

Experience Investigators by 360Connext

OCTOBER 9, 2014

To catch up on all the activities and knowledge sharing that went on, check out #cxday on social media. It’s a great resource for anyone looking to learn more about customer experience. What special ways do you love your customers? More Posts - Website Follow Me: The post Love Your Customers, Love Your Profession!

Social Media 279

Social Media Customer Experience Professionals Consulting Events 279

Experience Investigators by 360Connext

NOVEMBER 26, 2014

I recently sent a letter to the CXI® Club listing some things I’m thankful for this year, but I wanted to be sure this part was not exclusive to people on our mailing list: I’m very thankful for you, reading this [letter] and our blogs each week. You can read the rest of the letter here.).

Banking 286

Banking 2012 Loyalty Culture 286

Experience Investigators by 360Connext

FEBRUARY 11, 2015

Our strategy involves a few core tactics, including: Publishing on our own blog several times a week, on a consistent schedule. Syndicating our content on appropriate partner sites (CustomerThink, Business2Community, Social Media Today , etc.). Our focus on guest blogging is renewed.

Marketing 233

Marketing Social Media Blog Webinar 233

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

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

MARCH 30, 2015

In case you didn’t know it, the only marketing we’ve ever done here at 360Connext is blogging , speaking and social sharing.) One of the smartest experts on this subject is Andy Crestodina , co-founder of Orbit Media and the author of Content Chemistry. And I may have asked him to marry my blog. I’m a believer.

Marketing 211

Marketing Social Media Blog Consulting 211

BirdEye

FEBRUARY 28, 2023

Having a social media presence is crucial for success in today’s market. Social media has become a primary way for people to discover and purchase new products, which means hiring a dedicated social media manager can seriously benefit your business. Table of contents What is a social media manager?

Social Media 98

Social Media Management Sales Engagement 98

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. Respond to social media posts. Social is steadily rising to the top of all customer engagement channels, and it will likely stay there.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

Experience Investigators by 360Connext

MARCH 4, 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 282

Customer Service Airlines 2014 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. More Posts - Website Follow Me: The post Scaling Your Business Without Alienating Customers appeared first on Customer Experience Consulting.

Social Media 277

Social Media Consulting Banking Blog 277

BirdEye

MARCH 6, 2025

They followed the rulebooklaunched a website, created social media accounts, and ran paid ads. Think of this as your roadmap to winning over potential customers. In this blog, youll learn how to piece together each tactic for real, measurable growth. Increase online presence. But visibility alone isnt enough.

Social Media 85

Social Media Multi-Channel Advertising Feedback 85

Experience Investigators by 360Connext

OCTOBER 27, 2014

Here’s to trick and treating for good customer service skills! Anne Addicted to adrenaline, adventures and social media, Anne Reuss is fueled by coffee and fitness. She is the community manager for 360Connext, a customer experience consulting firm, and a freelance writer.

Customer Service 284

Customer Service Social Media Customer Service Representative Consulting 284

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

DECEMBER 5, 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 244

Social Media Consulting Leadership Innovation 244

BirdEye

DECEMBER 8, 2022

Using social media to grow your business’s presence online is a great start, but keeping up with new platforms can be challenging. There are more than a dozen types of social media with more popping up every day. Table of contents Choosing the right social media types for your business 1. Social networks 2.

Social Media 98

Social Media Brands Entertainment Connections 98

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

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

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