Experience Investigators by 360Connext

NOVEMBER 5, 2024

Tamsen Webster, founder of the Message Design Institute, sits down with Jeannie Walters to reveal how communication missteps often hinder change, drawing insights from Tamsyn’s latest book. She published her first book, Find Your Red Thread: Make Your Big Ideas Irresistible , in 2021.

2024 143

2024 Banking Books Customer Centricity 143

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. Customer Experience (CX) focuses on the overall perception customers have after interacting with your brand.

Metrics 429

Metrics Customer Success 2024 2023 429

InMoment XI

FEBRUARY 25, 2022

The EX/CX Connection. Making the experience for customers positive and attractive at each point where the company interacts with them requires an in-depth understanding of both customer needs and how what the company currently does achieves that goal, particularly through the employees.

B2C 397

B2C Employee Experience Culture B2B 397

ShepHyken

FEBRUARY 12, 2025

One of my favorite AI and marketing experts is Ford Saeks, who recently released his latest book, AI Mindshift: Unleash the Power of AI, Avoid the Pitfalls, and Keep the Human Experience. The book is filled with practical strategies and tactics to help organizations leverage AI while maintaining the personal touch.

Customer Service 88

Customer Service Books Workshop Customer Service Training 88

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. . 3: Customer service interactions drive more disloyalty than loyalty, in general.

Loyalty 257

Loyalty Touchpoint Books Article 257

Customer Bliss

AUGUST 8, 2019

So if you’re heading on vacation soon or relaxing as business slows down a bit, here are a few book suggestions for you to uplevel your own CX skills and that of your team. The following books should be in your arsenal for customer experience transformation. into a multi-billion dollar brand.

Books 143

Books Chief Customer Officer Hotels Customer Experience 143

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. . Text from sales team interactions. .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

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

Customer Bliss

AUGUST 30, 2021

They need a blend of high tech to enable high touch, as I discussed with a recent guest on my livestream , Deborah Westphal, author of a book on this subject entitled Convergence. Yes, you can book your ticket online, but it’s the gate agent’s concern in making your connection that shows if she’s been honored—so she can honor you.

Books 310

Books Hotels Travel Connections 310

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

GetFeedback

JULY 23, 2018

A customer journey map is a tool that tells the story of a customer’s experience of interacting with your brand. Customer journey mapping can help your organization better understand customer needs so that you can align processes and interactions to give your customers what they want. What is a customer journey map?

Customer Journey Mapping 218

Customer Journey Mapping Customer Journey Retail E Commerce 218

BirdEye

DECEMBER 28, 2024

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. For multi-location restaurants, striking a balance between a global presence and local connection is crucial.

Social Media 97

Social Media Books Demo Events 97

GetFeedback

JULY 19, 2019

We can agree there are more customer interactions than ever before, and some of that is our own fault. With advances in and the rapid adoption of technology, we’re able to interact with customers in different ways and places all along the customer journey. Connect with him: convinceandconvert.com | @convince .

ROI 309

ROI Touchpoint Hotels Customer Journey 309

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

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. In addition, Jim has co-authored three books with his lifelong friend, mentor, and coach, Matt Rocco. Follow on LinkedIn. Jeff is truly obsessed with customer service.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

CSM Magazine

OCTOBER 29, 2024

With the growth of the gaming industry, they have evolved into complex forms of art, combining storytelling, music, design, and interactive experiences. Modern video games can be viewed as interactive galleries where players explore vast worlds crafted with artistic precision. Video games have become much more than just entertainment.

Entertainment 105

Entertainment Culture Transportation Social Media 105

Customer Bliss

AUGUST 29, 2019

During our research, we found that one-third of respondents will actually walk away from a brand after having a disappointing interaction. Consumers are more likely to share positive interactions with companies than negative ones. As I shared in the many case studies in my latest book, Would You Do That To Your Mother?

Customer Experience 227

Customer Experience Consumers Travel Download 227

Experience Investigators by 360Connext

APRIL 28, 2015

In fact, Stan Phelps of 9 Inch Marketing has an entire series of customer experience books, his goldfish trilogy , whose name is derived from Kimpton’s policy of giving customers the option to request a goldfish to keep them company in their room. Emotional Interactions are the Most Powerful. Connect with him on Twitter.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

Experience Investigators by 360Connext

JANUARY 18, 2022

Some reports and numbers are reported company-wide, but since Pat doesn’t interact directly with customers, they’ve never actually heard the customer’s “voice” or followed their stories. Help everyone in the organization connect how their role contributes to the customer experience. But what about your technology team?

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

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

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

Integrated CX consolidates customer signals from a whole host of sources, including transaction history, reviews, surveys , website activity, and social interactions (among others). 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. Salesforce.

Hotels 195

Hotels Guest Experience Travel 2023 195

InMoment XI

JANUARY 17, 2024

Guest experience refers to the overall impression and satisfaction that a guest has during their interactions with a hospitality brand or establishment, such as hotels, restaurants, resorts, and attractions. It encompasses every aspect of their stay or visit, from the booking process and arrival to the accommodation, services, and departure.

Guest Experience 195

Guest Experience Hospitality Hotels Travel 195

Experience Investigators by 360Connext

AUGUST 20, 2024

Some reports and numbers are reported company-wide, but since Sam doesn’t interact directly with customers, they’ve never actually heard the customer’s “voice” or followed their stories. There’s a high likelihood they’ve never interacted with a customer!) Training has been focused on what tools to use, processes, and procedures.

Customer Centricity 282

Customer Centricity Culture Feedback Customer Journey 282

GetFeedback

JULY 19, 2019

In life, each of us interacts with people who think we’re the greatest thing ever or the least impressive thing they’ve ever seen. In our daily interactions, we get feedback — some subtle, some not-so-subtle—that indicates what people think of us and whether or not they agree with our dress choices or driving decisions.

Social Media 262

Social Media Webinar Feedback Books 262

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

CloudCherry

JANUARY 18, 2018

But great experiences are often the ones that connect with members at an emotional level. It helps you get a bird’s eye view of all member interactions. DOWNLOAD THE CREDIT UNION E-BOOK! –> Generate deeper member insights and build a holistic view of all member interactions. Offline experiences do matter.

Touchpoint 225

Touchpoint Financial Banking Feedback 225

InMoment XI

APRIL 3, 2024

The customer experience—how buyers feel about their collective interactions with a brand—defines and motivates customer action. But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

ShepHyken

NOVEMBER 18, 2020

That question is still relevant, now more than ever, but let’s take it beyond people-to-people interactions. Let’s look at the bigger experience—specifically, the digital or technological interactions that our customers have with us. For example, pre-COVID-19 I was at an airport gift shop and bought a book.

Loyalty 149

Loyalty Books 2018 Customer Service Training 149

Calabrio

APRIL 15, 2025

See how – book a free demo today. Rising Operational Costs Every human-handled interaction costs time and money. They interact across multiple channels whether via text, the web, or in-person and expect consistent, helpful service. Limited Insight into Patient Needs Too often, patient interaction data sits in silos.

Contact Center 52

Contact Center Healthcare Engagement Demo 52

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. The trend of personalized customer experience has since transformed almost every industry as we know it.

Customer Care 189

Customer Care Social Media Contact Center 2019 189

BlueOcean

OCTOBER 7, 2021

In the midst of change brought on by the last year, the data tell us people are willing to wait longer on the phone in order to have a human interaction, whereas before 2020, they might have opted for self-serve or automation when faced with long hold times. It’s simply a more human experience across the board. Call Centers Go with the Flow.

Travel 218

Travel Customer Experience Call Center Books 218

Experience Investigators by 360Connext

APRIL 30, 2015

” “Let’s give them a chance to stay connected on their terms.” Just as we preach around here, those small moments we have to interact with customers (or just fellow humans) are precious. Why One Bad Customer Interaction Could Haunt Your Brand. Empowered Employees Outshine "By the Book" Service.

Brands 266

Brands 2013 2014 Retail 266

ShepHyken

MARCH 11, 2024

Recognition and personalized attention can leave a lasting emotional impact and a strong sense of connection. Navy and is a full-time author who has written seven books, including 9:11 A Time To Always Remember and Jump: 40th Anniversary of Attending the “1984” Va n Halen Concert.

Customer Experience 157

Customer Experience Entertainment Loyalty Customer Centricity 157

ShepHyken

MARCH 12, 2024

It could be military equipment or comic books. Manage Every Moment: I have always been a huge fan of Jan Carlson’s Moments of Truth concept, in which every interaction a customer has with a company is an opportunity for them to form an impression. These interactions include advertising, websites, people-to-people, and more.

Workshop 158

Workshop Advertising Customer Service Training Books 158

ShepHyken

FEBRUARY 20, 2024

I recently wrote an article that included 14 customer service and CX metrics that CX leaders should consider, and today, I’m going to cover three of them that anyone who has any interaction with a customer, whether in sales, support or just might happen to answer a customer’s call, should pay attention to. Connect with Shep on LinkedIn.

Metrics 159

Metrics Customer Service Workshop Measurement 159

GetFeedback

AUGUST 14, 2019

There’s a standard in each of these interactions, and that standard has likely caused you as a customer to pause and wonder if something can be done differently or better to improve the interaction. Measure your Customer Satisfaction Score (CSAT) and its ROI with our interactive calculator. Free CSAT Calculator. Get Calculator.

Download 268

Download Customer Satisfaction Measurement 2018 268