Experience Investigators by 360Connext

OCTOBER 2, 2024

For those who need CX support, there is a key resource available: Customer experience consultants. Organizations rely on consultants across their teams: Fractional marketing leaders, public relations agencies, business strategy consultants… there are external experts to fulfill any business need. Measurement.

Consulting 143

Consulting Customer Experience Leadership Customers 143

eglobalis

DECEMBER 11, 2024

Tata Consultancy Services (India): TCS uses rigorous experimentation to refine its IT services and solutions. By testing different configurations and service models, Hitachi optimizes its offerings to better serve its B2B customers, leading to enhanced satisfaction and loyalty.

Insights 363

Insights Customer Journey Mapping Omnichannel Effort Score 363

InMoment XI

OCTOBER 23, 2024

Without managing this customer experience properly, you risk losing clients, failing to acquire new ones, and creating a negative public image for your brand. It enables you to boost your brand reputation. Modern bank branches are transforming into consultation hubs. Adopt a consultative approach.

Banking 195

Banking Customer Experience Financial Touchpoint 195

eglobalis

AUGUST 13, 2024

Both brands have set benchmarks in innovation, design, and customer experience (CX), often drawing comparisons. Despite their rivalry, there is an underlying synergy in their approaches, where each brand’s strengths and weaknesses drive the other to improve. Apple: Apple’s brand loyalty is legendary.

E-support 512

E-support Innovation Customer Centricity Loyalty 512

InMoment XI

MAY 17, 2024

In a recent podcast featuring Simon Fraser, VP Insights and Consultancy at InMoment, and Stanford Swinton, key strategies to secure brand loyalty amidst the evolving landscape of customer experience (CX) were discussed. Ready to explore the full discussion on securing brand loyalty in the third wave of CX?

Loyalty 195

Loyalty Brands Net Promoter Score Omnichannel 195

InMoment XI

JANUARY 18, 2023

In this episode, Melanie Disse from Auckland-based CX firm—Melanie Disse Consulting answers questions such as: How mature are Voice of Customer (VoC) programs in New Zealand compared to other countries? How does your organisation’s VoC program compare? What can you do to elevate the level of VoC program maturity at your organisation?

Voice of Customer 370

Voice of Customer Consulting Innovation Technology 370

InMoment XI

DECEMBER 13, 2021

In the latest 2021 Insights Association Top 50 Market Research and Data Analytics report, InMoment ranks in the top 20 established industry reports and market research or market experience (MX) brands, alongside other powerhouse brands such as JD Power, Gartner Research, and Forrester Research Services.

Marketing 370

Marketing Automotive Hospitality Social Media 370

BirdEye

APRIL 15, 2025

Theyre powerful tools that shape public perception and brand identity. It helps protect the brand’s reputation and ensures legal compliance. Consult with legal advisors In severe misconduct cases, consult with an employment lawyer to ensure you comply with employment laws and minimise the risk of legal repercussions.

Social Media 52

Social Media Brands Consulting Demo 52

InMoment XI

OCTOBER 24, 2024

Did you know that brands that invested in customer engagement saw an average revenue increase of 68%, with top-performing brands realizing a 123% increase in revenue? With acquisition costs at an all-time high, it has never been more important to engage your customers in a way that makes them lifelong fans of your brand.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

InMoment XI

SEPTEMBER 28, 2022

My name is Len Ferman and I am a senior consultant at InMoment. In my role at InMoment, I work with brands to generate and evaluate ideas to attract new customers, delight existing customers and identify strategic initiatives. At InMoment, our consultants are available to perform these three types of human-led services.

Customer Journey Mapping 418

Customer Journey Mapping Customer Experience Customer Journey Consulting 418

InMoment XI

JANUARY 27, 2025

The truth is, customers calling your call center dont just have an issue they want you to resolvethey have a relationship with your brand that matters enough to them to raise that issue. For that customer, your brand isnt just another apparel warehouseyoure their fashion consultant, style authority, and default choice for wardrobe-building.

Call Center 195

Call Center Contact Center Social Media Apparel 195

InMoment XI

NOVEMBER 26, 2024

A customer journey map is a visual representation of the journey a customer has with a company’s brand, products, services, and people. Day-in-the-Life Purpose: The day-in-the-life customer journey map takes a broader view of the customer’s life beyond their interactions with your brand. What is Customer Journey Mapping?

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

InMoment XI

OCTOBER 5, 2022

And as the world’s most successful brands know, in order to meet that expectation they need to provide both staff training and staff motivation to make that happen. Employees , regardless of the products or services they provide, are the ones setting the tone for their company and brand. Areas of Staff Motivation to Keep in Mind.

Feedback 370

Feedback Customer Centricity NPS Definition 370

InMoment XI

NOVEMBER 16, 2023

Elevating Customer Experience Through Strategic Productivity Insights In a recent workshop conducted at the XI Forum 2023 in London by industry experts Simon Fraser, VP, Insights and Consultancy at InMoment, and Simon Hedaux, Founder of Rethink Productivity , the focus was on enhancing productivity to drive experience improvement within businesses.

Workshop 447

Workshop 2023 Healthcare Travel 447

InMoment XI

DECEMBER 21, 2021

Several years ago, business consultant Matthew T. More than commitment to the company or the brand, more than commitment to productivity or innovation or even the organization itself, we are talking about commitment to the customer. The key is to focus on developing and supporting employees so that they, in turn, focus on the customer.

Customer Experience 397

Customer Experience Loyalty Advertising Leadership 397

InMoment XI

NOVEMBER 28, 2022

Shep Hyken, a well-known customer service consultant, recently shared that 42% of people would rather clean a toilet than call customer support. This statistic actually didn’t surprise me given how often support experiences leave much to be desired. . That is not often the case in the support experience.

Call Center 370

Call Center Customer Experience Measurement Financial 370

eglobalis

MARCH 30, 2025

Meanwhile, customers now interact with brands constantly through digital channels, generating a wealth of real-time signals. Smart brands use social listening tools to monitor these platforms continuously, detecting spikes in positive or negative sentiment and responding on the fly.

Banking 326

Banking NPS B2B Social Media 326

ShepHyken

NOVEMBER 3, 2024

Operationalize by Zeisler Consulting (Zeisler Consulting) If you’re wondering what CX really is, leave it to a marketer of course to put it succinctly and easily: CX is all about operationalizing your Brand Promise. Marketing is about the brand promise.

Article 70

Article 2024 Customer Service Loyalty Programs 70

InMoment XI

MAY 10, 2022

It’s true that technology has produced some extremely powerful tools, such as sentiment analysis, but you need human expertise and consultancy to help identify which sentiments are most relevant to your Experience Improvement goals. In other words, even a tech engine needs a driver. Reason #2: Problems & Priorities.

Consulting 370

Consulting Document Technology Insights 370

The DiJulius Group

AUGUST 7, 2023

Do you know if the customer experience your brand is offering really delivers, or is detracting from your customers and even your employees? Today’s consumers demand to do business with the people and brands that will offer them the best experience. appeared first on The DiJulius Group.

Poor Customer Service 98

Poor Customer Service Consulting Customer Service Customer Expectations 98

InMoment XI

MAY 25, 2023

Customers are the lifeblood of any business, and providing them with a great experience can lead to increased loyalty, higher satisfaction, and improved brand reputation. It’s simple: every company needs customers, but what happens when there are so many brands to choose from? How can brands stand out?

Customer Experience Design 363

Customer Experience Design Customer Experience Competitive Advantage User Experience 363

BirdEye

FEBRUARY 4, 2025

But here’s the catch: Reputation management isnt just about tracking online reviewsits about taking control of your brands online reputation across digital channels. Bottom line up front Your brand's online reputation is a business asset. Bottom line up front Your brand's online reputation is a business asset.

Brands 52

Brands Management Multi-Channel Social Media 52

CX Accelerator

JUNE 8, 2020

Walk in the customer’s shoes. ,, Nicholas Zeisler , Principal at Zeisler Consulting, challenges us to experience our product or service in the exact same way as customers do. How many times have you commented on a social media post from a brand only to never receive a response? Listen to customer complaints.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

GetFeedback

JUNE 12, 2019

The short answer: Customer experience (CX) is a term used to define all interactions that a customer has with your brand. I want to emphasize that the term customer experience encompasses all interactions, across all touchpoints of a customer’s journey and relationship with your brand. Let’s get started.

User Experience 329

User Experience Customer Experience Reference Customers 329

BlueOcean

APRIL 7, 2025

When things go sideways or empathy could strengthen brand relationships, your contact center partners employees should be empowered to take care of customers. Schedule a consultation with Blue Ocean. Discover how our best-in-class contact center leverages AI for positive customer outcomes.

Contact Center 156

Contact Center Measurement Customer Care Metrics 156

Experience Investigators by 360Connext

AUGUST 31, 2021

” And the stock-consultant answer I always give is: It depends. If you’ve read my article on Listening Assessments or downloaded our free Customer Interview Guide resource , you know I love customer feedback that tells a story and contextualizes our other data. How Many of These Customer Moments do You Recognize?

Feedback 380

Feedback Reference Customers Loyalty 380

CloudCherry

MARCH 8, 2019

Jeannie is currently the CEO/Founder of 360Connext, a global Customer Experience consulting firm. She has a keen sense in crafting engaging CX and she trains teams across the globe to scale heights in building a better brand. Lynn Baker.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

InMoment XI

JULY 24, 2024

This blog post explores what CX services are and why more and more companies are turning to expert CX consulting services to enhance their interactions with customers and drive loyalty. These services include things like consulting, training, and ongoing support aimed at optimizing every touchpoint in the customer journey.

Technology 195

Technology Customer Experience Workshop ROI 195

InMoment XI

FEBRUARY 1, 2022

Even worse, it can even cause over-surveyed customers to have a negative perception of your brand. . Branded chatbots are also growing in popularity. When you consider these two elements, it becomes clear that today’s brands need to start thinking outside of the survey box and start utilizing alternative feedback methods.

Customer Experience 396

Customer Experience Social Media Customer Relationship Management Feedback 396

Alida

SEPTEMBER 22, 2016

The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. 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.

2016 267

2016 Innovation Marketing Insights 267

Customer Bliss

APRIL 23, 2021

Bell needs no introduction in this industry; he’s authored numerous influential books and is a trusted speaker and consultant. I’ve interviewed my friend Joseph Michelli , author, speaker, and organizational consultant, several times and we always have fascinating conversations. Bell tells us why truth is vital to trust.

Customer Experience 273

Customer Experience Books Consulting Sports 273

TechSee

AUGUST 14, 2023

Adrian Swinscoe, Customer experience advisor, author, speaker Adrian is a huge fan of organizations that do great things for their customers and has been helping many achieve their own level of greatness for over 25 years via consulting, writing, speaking workshops, and advisory work. Follow on LinkedIn John R.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

GetFeedback

FEBRUARY 15, 2019

A customer who has a positive experience with a company is more likely to remain loyal to that brand, even going as far as to advocate for it online or offline. Emily Williams is an HR consultant at Academic brits and Origin writings. Isn’t that the same as customer service? Not exactly. About the guest author.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

ShepHyken

MARCH 31, 2025

Make it easy for customers to navigate and interact with your brand, whether online or in person. Customers have high expectations, not just from your direct competitors, but from every interaction they have with any brand. Digital interactions are often the first point of contact between a customer and a brand.

Customer Relationships 70

Customer Relationships Customer Satisfaction Customers Customer Expectations 70

Experience Investigators by 360Connext

JANUARY 8, 2018

Brands love to discuss how their great new logo or impressive mobile app will enhance the customer experience. And then there will be one less thing in your customer journey to prevent your customers from loving your brand. appeared first on Customer Experience Consulting. Stay realistic about what’s possible NOW.

Customer Journey Mapping 273

Customer Journey Mapping Airlines Social Media Banking 273

GetFeedback

JANUARY 28, 2020

Don’t fret because, in this article, you will be able to understand how brands are using social media to connect and retain customers. Implementing proper customer retention strategies can help you build solid relationships with customers who can also become your brand ambassadors. So let’s get started. What is customer retention?

Social Media 322

Social Media Customer Retention Customers Article 322

TechSee

JUNE 16, 2022

By leveraging new technologies such as computer vision , virtual visits and self-service AI-driven solutions, companies have a huge opportunity to turn customers into brand advocates. As an author, consultant, and trainer, he helps organizations develop customer-focused cultures. Brad Cleveland, Author, Speaker & Consultant.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251