eglobalis

SEPTEMBER 5, 2024

In a world where every interaction counts, successful companies aren’t merely focused on closing deals—they’re laser-focused on keeping customers happy, loyal, and engaged. This includes proactive efforts like on-boarding, training, and engagement to drive adoption, loyalty, and renewals.

Metrics 429

Metrics Customer Success 2024 2023 429

Experience Investigators by 360Connext

APRIL 7, 2015

We booked a flight to Puerto Vallerta, Mexico in October. We flew from Chicago’s O’Hare airport at the end of March with a connecting flight in Dallas and made it Puerto Vallerta without a problem. We booked our flight through US Airways , but all our flights were operated by American Airlines. She was confused.

Airlines 307

Airlines Customer Experience Travel Books 307

InMoment XI

FEBRUARY 25, 2022

The EX/CX Connection. Supporters of employee satisfaction and engagement programs, research and training techniques, with their focus on retention, productivity, and fit or alignment with business objectives, have made some broad, bold, and often unchallenged, assertions with respect to how these states impact customer behavior.

B2C 397

B2C Employee Experience Culture B2B 397

Experience Investigators by 360Connext

JUNE 24, 2015

I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0 , and can’t wait to tell you why you should read it! This book, her third, is a book for this era for any leader looking to make real change. These 5 Competencies provide the backbone to this book. Pioneering the Role of CCO.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

Experience Investigators by 360Connext

MAY 27, 2015

And then I read Ann Handley’s book Everybody Writes and realized she was on to this idea, too. Her book has become a valuable resource for me and lives within arm’s reach when I’m writing. Have you ever considered the many, many ways content impacts the customer experience? I’ve dwelled on it.

Customer Experience 272

Customer Experience 2011 Books Customer Journey 272

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. Blog Customer Engagement Customer Experience Featured business growth Entrepreneurship linkedin scalability start-ups' You might sell mobile apps, but people buy them from your company because of You.

Social Media 277

Social Media Consulting Banking Blog 277

GetFeedback

SEPTEMBER 18, 2019

Prior to this, we had all read the book, “ The Effortless Experience: Conquering the New Battleground for Customer Loyalty ,” and one question came out of it: Is effortless really enough? . And in fact, the book argues that it costs more to delight. . The book makes two specific arguments that are key: . Finding no. Finding no.

Loyalty 257

Loyalty Touchpoint Books Article 257

ShepHyken

JANUARY 28, 2025

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more: What role do loyalty programs play in enhancing customer engagement? How can companies motivate inactive loyalty program members to become more engaged participants? Top Takeaways There is a difference between loyalty and repeat business.

Loyalty Programs 88

Loyalty Programs Loyalty Customer Experience Rewards Programs 88

InMoment XI

OCTOBER 25, 2024

A better reputation leads to more bookings and higher diner demand. These pages help you connect with diners in specific regions and address their concerns. They help you engage the local community and show them that you’re more than just a place to dine. Positive reviews and a strong online presence can draw new customers.

Feedback 195

Feedback Management Social Media 2024 195

Calabrio

APRIL 15, 2025

Customer Experience Improving Patient Self-Service: How Healthcare Contact Centers Can Use Chatbots & Adaptive Engagement to Elevate Patient Experience The healthcare industry is at a breaking point. With Calabrio, healthcare organizations can transform self-service into truly adaptive, human-centered patient engagement.

Contact Center 52

Contact Center Healthcare Engagement Demo 52

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. This first one is from HubSpot.

Customer Engagement 157

Customer Engagement Engagement Social Media Definition 157

Experience Investigators by 360Connext

JULY 9, 2024

Curious about how AI can elevate customer engagement and productivity? We’ll explore the immense potential of AI in leveraging vast data sources for digital engagement, enhancing chatbots, and providing predictive analytics—all while maintaining a genuine human touch. You’ll also hear compelling stories from GitLab and the St.

2024 284

2024 Fashion B2C Hotels 284

BirdEye

DECEMBER 28, 2024

Build an engaging website An engaging restaurant website combines visual appeal with practical functionality. This approach enhances SEO for the restaurant website through rich, relevant content and helps build an emotional connection with potential customers before they visit your restaurant.

Social Media 97

Social Media Books Demo Events 97

BirdEye

SEPTEMBER 4, 2024

We’ll explore how to leverage each platform to its fullest potential, helping you secure more user-generated reviews, valuable customer insights, and, ultimately, more bookings. Bookings (Booking.com, Kayak, and HotelsCombined) If you’re a property owner looking for bookings, Booking.com is one place where you need to get listed.

Travel 105

Travel Books Hotels Social Media 105

CX Accelerator

DECEMBER 31, 2018

From Jeff Toister: Books To Read: Ken Blanchard's Whale Done. Find a way to measure employee engagement and hold the Supervisors accountable to this It sounds like they take measures and their accountabilities seriously…make them focus on this! Nate recently turned me onto OfficeVibe which can help you measure employee engagement.

Culture 244

Culture 2019 Contact Center Leadership 244

Experience Investigators by 360Connext

SEPTEMBER 15, 2014

ZocDoc , a growing startup providing online appointment booking for patients and doctors, has an online rating system which patients use to rate their real-life experiences. While booking online might be very convenient, a patient will not return if the experience in the office was not up to their expectations.

Banking 282

Banking Loyalty Retail Social Media 282

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

BirdEye

MARCH 3, 2025

When engaged and informed, patients are more likely to take control of their well-being, follow treatment plans, and communicate effectively with their healthcare providers. That’s why effective patient engagement tools are crucial.

Healthcare 52

Healthcare Engagement Social Media Financial 52

Alida

SEPTEMBER 26, 2018

To help you learn more about those strategies, we borrowed a few ideas from Tiffani Bova’s book, Growth IQ. Here, we’ve handpicked some of the best of the 10 strategies in her book. Research your market thoroughly and profile your potential customers so you know the best way to connect with them. Tiffani Bova, Growth IQ.

Customer Insights 408

Customer Insights Insights Books Customer Journey 408

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! “Our community helps us get to the whys” – Visionary winner @ElizabethArden.

2016 267

2016 Innovation Marketing Insights 267

Experience Investigators by 360Connext

MARCH 9, 2015

There are now zillions of books (that’s a lot) focusing on customer experience. The passion is a start, but information and knowledge will help you get a lot farther. Here are some ways you can educate and empower yourself to be the customer experience champion you want to be. Catch up on your reading.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

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

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

GetFeedback

JULY 23, 2018

Creating an amazing customer experience through omni-channel customer journeys that engage your prospects where they are and help shuttle them through your sales funnel. In 2018, retailers are moving toward an omni-channel model of customer engagement that caters to customers across multiple platforms. Retail is changing in 2018.

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

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

Customer Bliss

MARCH 5, 2019

Today’s video is an excerpt from my online course , inspired by my book, Would You Do That To Your Mother? Their own natural desire for connection drives them to develop products and services that support the human condition. Click here to learn more about the course and enroll. . Ah, the hospital gown.

Innovation 221

Innovation Loyalty Chief Customer Officer Hospitality 221

CloudCherry

MARCH 19, 2019

“Firms will continue to regard CX as a collection of continuous improvement projects until they see an irrefutable, directly attributable connection to returns.” – Forrester, Hardwire Customer Experience 2018. Connecting these numbers to CX improvements is the tough part. Increase Revenue. Lower risk.

Financial 218

Financial Metrics Customer Journey Mapping NPS 218

InMoment XI

FEBRUARY 7, 2024

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. Consumers are using their mobile devices to browse and book hotels. That’s no longer the case.

Hotels 195

Hotels Guest Experience Travel 2023 195

Calabrio

MARCH 31, 2025

Workforce Management Contact Center Gamification: What You Need to Know to Use Games for Improved Engagement and Performance Share Did you know that low employee engagement costs the global economy about $8.9 Learn more about the benefits offered by top call center gamification software: Book a free Calabrio demo.

Contact Center 52

Contact Center Call Center Engagement Metrics 52

CSM Magazine

OCTOBER 29, 2024

Players actively engage with the artwork by interacting with it—whether through exploration, decision-making, or problem-solving. This interactivity fosters a unique connection between the audience and the creators, creating an emotional experience that surpasses what passive media like films or books can offer.

Entertainment 105

Entertainment Culture Transportation Social Media 105

Customer Bliss

DECEMBER 4, 2018

2: Work on how much you engage inside the organization. Have you established that safe zone so that when people reach out to you as a service provider, that you’re connecting back to them? #3: .” [Learn more about cutting down on the fine print in your paperwork, in this recent blog post.]. #2: Do you trust your partners?

Download 185

Download Chief Customer Officer Workshop Books 185

CloudCherry

JANUARY 18, 2018

But great experiences are often the ones that connect with members at an emotional level. So, how can Credit Unions build an omni-channel member engagement strategy? DOWNLOAD THE CREDIT UNION E-BOOK! How else can you keep your members engaged? Are members truly delighted along their journey with your Credit Union?

Touchpoint 225

Touchpoint Financial Banking Feedback 225

TechSee

AUGUST 14, 2023

Follow on LinkedIn Agnes So, Head of Customer Support & Engagement at HotDoc Based in Melbourne, Agness is passionate about creating exceptional customer experiences through lean teams, self-service, and training. Before joining HotDoc, Agnes spent 4 years at Apple.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Experience Investigators by 360Connext

APRIL 30, 2015

” “Let’s give them a chance to stay connected on their terms.” Google Doodles are delightful and engaging, but imagine the surprise when they personalized it one day for a lady's birthay!! Empowered Employees Outshine "By the Book" Service. Does it really have to be all or nothing!?

Brands 266

Brands 2013 2014 Retail 266

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

Beyond Philosophy

JUNE 25, 2020

We have pictures of him sitting reading a book while going around Venice. The fact that his head was always stuck in a book became a family joke. One of the big ideas about memory is that a network structure connects memories. A fishing net has many strands connected together in various knots.

Management 188

Management Insurance Net Promoter Score Connections 188

GetFeedback

JULY 19, 2019

According to McKinsey, including your employees in customer experience design can boost their engagement by up to 20%, which boosts customer satisfaction rates. I released a modern customer service book called “Hug Your Haters: How to Embrace Complaints and Keep Your Customers.” Connect with him: convinceandconvert.com | @convince .

Social Media 262

Social Media Webinar Feedback Books 262