InMoment XI

OCTOBER 25, 2024

A better reputation leads to more bookings and higher diner demand. Start by establishing communication protocols and training your staff on them. Every member needs to know the what, where, who, and how of communication during a crisis. These pages help you connect with diners in specific regions and address their concerns.

Feedback 195

Feedback Management Social Media 2024 195

ShepHyken

NOVEMBER 12, 2024

Even if the advisor hits the financial goals, the relationship may not be strong enough to retain the client without an adequate level of communication. So one word, communication , is the answer. Connect with Shep on LinkedIn. That made me wonder about the reasons good companies lose customers.

Return on Investment 101

Return on Investment Financial Workshop Customer Service Training 101

Experience Investigators by 360Connext

MAY 19, 2020

Here are five ways to create a cohesive employee experience by connecting learning to your employee’s journey overall. How does it connect to the overall mission and purpose of your organization? How does this learning opportunity connect to the customer experience? Understand those key, critical touchpoints. Click To Tweet.

Connections 143

Connections Seminar Employee Experience Touchpoint 143

Experience Investigators by 360Connext

JANUARY 18, 2022

If a culture is touted as “customer first” or “customer-centric,” that mindset and strategy need to be pervasive in the way employees communicate and learn throughout their entire tenure, no matter their role. Make sure your definition of Customer Experience (and related terms) are clearly communicated and agreed upon. I tend to agree.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

CX Accelerator

DECEMBER 31, 2018

From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. This gave them skills to better communicate their developmental needs to their boss.Each team held a meeting to establish norms for development. The output from the meeting was a "team charter" that outlined how they would communicate with each other.

Culture 244

Culture 2019 Contact Center Leadership 244

Beyond Philosophy

OCTOBER 4, 2019

They are not, but advertising and its related communication is a crucial part of what marketing does. Advertising is where your organization communicates with the customer. We talked about advertising and communication in a recent podcast. We talked about advertising and communication in a recent podcast.

Communication 25

Communication Marketing Advertising Social Media 25

Experience Investigators by 360Connext

APRIL 15, 2015

You’re personally connected with EVERY customer when you start, and that connection is why most of them stay with you. When you start a new business, the experience you deliver is based on WHO and not what. You might sell mobile apps, but people buy them from your company because of You. Then the business begins to grow.

Social Media 277

Social Media Consulting Banking Blog 277

Experience Investigators by 360Connext

APRIL 9, 2015

Some companies aim higher and try to express the values and responsibilities of the brand, but very few manage to communicate this successfully. Blog Customer Experience Featured brand promise communication Customer-Centric customer-focused linkedin mission statement' Barnes & Noble.

Customer Focused 235

Customer Focused Multi-Channel Customer Centricity Magazine 235

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

While this is a specific example, it is typically indicative of how talent management and client communications are handled. Remember when we bought books in book stores? Clients see this as a slap in the face and are ready to find the next superstar elsewhere. Your competition is quietly taking your customers away.

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

Experience Investigators by 360Connext

MARCH 30, 2015

This is a fantastic resource of a book! Content marketing is here to stay, and as a one-to-one marketing and communications strategy , it can be very powerful. Blog Customer Experience Featured Opinion Podcast Recent News communication content marketing conversion leadership linkedin SEO Social Media' I’m a believer.

Marketing 211

Marketing Social Media Blog Consulting 211

Experience Investigators by 360Connext

AUGUST 20, 2024

Make sure your definition of Customer Experience (and related terms) is clearly communicated and agreed upon. We recommend partnering with your internal communications team, if possible, to incorporate consistent messaging throughout the organization. Give employees tools to share feedback about the customer journey.

Customer Centricity 282

Customer Centricity Culture Feedback Customer Journey 282

ShepHyken

MARCH 24, 2025

Heres How by Rhys Fisher (CX Today) The autonomous capabilities of agentic AI are tailor-made for an industry that has been trying to embrace more cost-effective, efficient, and human-like artificial methods to communicate with customers for decades. Connect with Shep on LinkedIn.

Article 74

Article 2025 Customer Service Healthcare 74

GetFeedback

JANUARY 19, 2020

To prepare for a recent business trip, I booked a roundtrip flight, hotel, and rental car. All done via Expedia, because it gives me one place to handle all travel arrangements, and provides a very nice app to remind me what I booked along with directions, phone numbers, and more. . Touchpoint survey best practices. Best Metric: CSAT.

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

Customer Bliss

APRIL 11, 2018

These actions are explored in my upcoming book, Would You Do That To Your Mother? Here are the six common actions, often bravely undertaken, that you will see throughout the book. CEO Thom Crosby connects this success to the company’s teams, and how they are hired and developed. Actions for Hiring and Development Set the Tone.

Hotels 209

Hotels Insurance Books Banking 209

TechSee

JUNE 16, 2022

Due to his level of expertise, Jim has been featured in numerous publications, including CIO Review, Contact Center Pipeline, Connections Magazine, and was also listed as one of the ‘Top 20 Influential People to Follow’ on Twitter. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

GetFeedback

JULY 19, 2019

I released a modern customer service book called “Hug Your Haters: How to Embrace Complaints and Keep Your Customers.” Your customers will tell you both offstage (in traditional communications channels like email or phone) and onstage (in social media, discussion boards, forums, et al.) Be thankful for the 5% that do.

Social Media 262

Social Media Webinar Feedback Books 262

ShepHyken

JANUARY 7, 2025

Here is the best from 2024: Rip the Band-Aid Off Communication : Communication is a cornerstone of the customer experience. Since writing that book, a number of other books on convenience have been published. Connect with Shep on LinkedIn. Avrins is one of the best.

2024 80

2024 Article 2025 Workshop 80

ShepHyken

SEPTEMBER 8, 2021

One of the favorite chapters I wrote in my recent book, I’ll Be Back: How to Get Customers to Come Back Again and Again , was about why customers would terminate their relationship with you. Yes, the word terminate ties into the movie Terminator , which somehow became a theme in the background of the book. Well, there you have it.

Books 168

Books Social Media Customer Service Training Reference 168

TechSee

AUGUST 14, 2023

Blake is also the author of two books on customer experience, including “The Customer Of The Future”, which was identified by Business Insider as one of the top 20 books executives are reading to deal with COVID-19. Brad teaches courses on customer strategy and management, customer service leadership, and CX leadership.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

BirdEye

JANUARY 24, 2025

It's about building real connections and driving strong social media engagement. Travelers now rely on social media platforms like Instagram, Facebook, and TikTok to discover and book their next trip. Responding to comments, reposting stories, and answering queries builds human connection and drives loyalty.

Social Media 52

Social Media Hotels Marketing Travel 52

InMoment XI

FEBRUARY 7, 2024

Generic, one-size-fits-all communication and experiences aren’t an effective way to reach them. Real-Time Service, Any Time of Day In the past, consumers would book a hotel by working with a travel agent or picking up the phone. Instead, a recent survey from Statista found that 72% of consumers prefer booking travel online.

Hotels 195

Hotels Guest Experience Travel 2023 195

InMoment XI

JANUARY 17, 2024

It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure. A Multi-Channel Strategy is Essential To validate their booking decisions, travel buyers are navigating multiple digital channels to conduct research and find solutions that are suited to their needs.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

Customer Bliss

MAY 23, 2018

With advice that she says she followed from my book, “ I Love You More Than My Dog: 5 Decisions That Drive Extreme Customer Loyalty in Good Times and Bad, ” Carolyne says that she truly believes in the importance of connecting your personal self with business self. What does the communication look like?

Sports 197

Sports Customer Experience E Commerce Travel 197

Alida

SEPTEMBER 22, 2016

Start by clearly defining what your company stands for, developing an understanding of how customers engage with your brand and prioritizing lasting emotional connections with consumers. Look forward to reading his book! The first activities in your community are just as critical because they set the tone for future communications.

2016 267

2016 Innovation Marketing Insights 267

Customer Bliss

MAY 9, 2018

Uniting the leadership team in the purpose of delivering one-company experiences and connecting it to business growth occurs with my clients when we can simplify the “why” behind this work in a manner that they can stand behind and communicate as their own. This is one of the key topics in my new book, Would You Do That To Your Mother?

ROI 245

ROI Customer Experience Leadership Measurement 245

CSM Magazine

MARCH 5, 2025

Personalized Communication Matters A personal approach stands as the most powerful method to express gratitude. A lasting positive impression stems from sending customized email communications and handwritten messages together with periodic phone calls which demonstrate genuine interest.

Financial 52

Financial Seminar Events Presentation 52

Alida

AUGUST 8, 2016

The following is an excerpt from Winning the Research Revolution , an e-book exploring how technological changes pose both a threat and an opportunity for the world of research. Get your copy of the e-book and catch Ray Poynter’s presentations at the 2016 Customer Intelligence Summit to learn more.

Marketing 174

Marketing 2016 Customer Centricity Presentation 174

Russel Lolacher

NOVEMBER 28, 2022

In this episode of Relationships at Work, Russel chats with speaker and Police Chief of the Mountain View Police Department Chris Hsiung on how communication and creating connection within an organization can improve workplace culture. Connect with, and learn more about, Chris on his platforms: . PLAY AND SUBSCRIBE.

Culture 98

Culture Connections Leadership Communication 98

InMoment XI

SEPTEMBER 20, 2023

This involves identifying what products customers are buying, their interests, preferred communication channels, and the right timing for engagement. NPSx by Bain & Company states that connected customer experiences, powered by AI, are the future of CX.

Net Promoter Score 195

Net Promoter Score Retail NPS Government 195

Experience Investigators by 360Connext

MARCH 31, 2020

Then ask your teams to communicate what’s working and what’s not. Communication, but within limits. Overscheduling communication can lead to extra stress and a lack of time to decompress. Overscheduling communication can lead to extra stress and a lack of time to decompress. Click To Tweet. Click To Tweet.

Customer Experience 162

Customer Experience Definition Communication Customers 162

BlueOcean

APRIL 15, 2019

From the retail experience to social media connections to issue resolution via the contact center, customers want their individual needs known and reflected in the interactions, services, and products they pay for. Maybe that’s where it all started: that innocent coffee cup with the green mermaid staring back at you.

Customer Care 189

Customer Care Social Media Contact Center 2019 189

Customer Bliss

MAY 10, 2017

Companies that fail to respond to these changing modes of communication are vulnerable to large-scale customer flight. Her first book is “More is More: How The Best Companies Work Harder And Go Farther To Create Knock Your Socks Off Customer Experiences.” You can connect with Blake here. About Blake Morgan. VISIT AMAZON.

Chief Customer Officer 179

Chief Customer Officer Customer Experience 2015 Wireless 179

BirdEye

FEBRUARY 5, 2025

Restaurant social media marketing is not just about posting a few pictures of food anymoreits about creating a space where your customers connect, trust, and get inspired to visit. Social media management is crucial in helping restaurants build their social media presence and connect with their target audience.

Social Media 104

Social Media Marketing Metrics Events 104

InMoment XI

JUNE 7, 2024

Positive reviews and glowing recommendations can drive bookings, while negative reviews can deter potential guests. Authenticity in your interactions and communications fosters genuine connections with guests and helps mitigate the impact of negative feedback.

Hotels 195

Hotels Management Social Media Hospitality 195

InMoment XI

APRIL 3, 2024

But with the advent of the information age and the communication technologies that support it, a new facet of customer experience has emerged: digital experience. And as digital communications channels continue to supplant traditional ones, even the most basic of interactions will soon depend at least partially on digital technologies.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

ShepHyken

MARCH 12, 2024

It could be military equipment or comic books. Communicate Your Company’s Personality: Once you know it, don’t keep it a secret. Connect with Shep on LinkedIn. Every company has a personality, and these personalities run the gamut from serious to whimsical. What are the adjectives that customers use to describe you?

Workshop 157

Workshop Advertising Customer Service Training Books 157

InMoment XI

OCTOBER 3, 2024

Personalization helps create a deeper connection with customers by showing that your organization cares about their individual needs and preferences. This makes customers feel more connected to your organization. Effective account management requires communication across multiple departments to ensure a cohesive experience.

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195