InMoment XI

APRIL 18, 2022

And, there are definite connections, or links, to how the rate of employee resignations can, and does, impact customer experiences and perceptions of value. Employers are reconsidering methods for building connections as well as performance. Diagnosing and Improving Employee Connection to Company Culture. Read Article.

Article 418

Article Employee Experience Culture Connections 418

eglobalis

NOVEMBER 5, 2024

– Laying the Foundation for Social Media and Customer Connection Solis’s first book, Engage! I was exploring the concept of “No Distance” in social media, and initially, it took me time to connect with Solis’s insights. established a foundational understanding of social media’s role in business. When I first read Engage! ,

Leadership 391

Leadership Innovation Books Social Media 391

eglobalis

OCTOBER 30, 2024

AI applications in the workplace range from advanced data analytics and predictive maintenance to sophisticated communication tools and personalized employee support systems. Enhancing Collaboration and Communication AI-powered communication tools are enhancing collaboration among employees, especially in remote and hybrid work environments.

Employee Experience 386

Employee Experience 2028 Telecommunications Customer Satisfaction 386

eglobalis

NOVEMBER 3, 2024

In short, understanding a company’s identity and integrating it into CX is more than a strategic advantage—it’s a means of creating genuine connections, fostering loyalty, and standing out in a crowded marketplace where clients increasingly seek partners that truly “get” their needs and values.

B2B 442

B2B Culture Innovation Loyalty 442

InMoment XI

FEBRUARY 25, 2022

The EX/CX Connection. Though on the surface this sounds plausible, and even rather convincing, a thorough examination of how employee satisfaction and engagement link to customer behavior will yield only a tenuous, assumptive and anecdotal connection. Saboteurs , the employees who are the least committed to their employer.

B2C 397

B2C Employee Experience Culture B2B 397

InMoment XI

JANUARY 9, 2024

Here are some examples of how B2B companies are applying tactics designed to improve the customer experience: CRM platform HubSpot utilizes chatbots to connect with customers and encourage open communication. Maintaining open and proactive communication throughout the customer journey is also a critical aspect of B2B CX management.

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

Experience Investigators by 360Connext

JANUARY 5, 2022

You made these goals part of your Customer Experience Success Statement , which helped those in your organization understand not only what’s to know what’s most important for the year, but also how to communicate and measure that success. You did this by formal and informal communication strategies.

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

InMoment XI

MAY 4, 2022

We all know that employee loyalty is important , but oftentimes we forget how employee loyalty is connected with customer loyalty and how loyal employees contribute to the success of the entire business. Through open communication. Profit and growth are stimulated primarily by customer loyalty. Solicit Employee Feedback.

Loyalty 435

Loyalty 2011 Call Center Leadership 435

Experience Investigators by 360Connext

OCTOBER 5, 2021

It sometimes means starting small, but if you can find ways to connect with a few other change agents across the organization, that’s when things can build momentum. We once set up a virtual journey complete with waiting on hold opportunities and frustrating communications via email. Train and communicate with as many teams as you can.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

eglobalis

OCTOBER 1, 2024

A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies. Platforms like Slack, Microsoft Teams, or Asana allow for seamless communication, real-time collaboration, and visibility into projects across teams.

2020 337

2020 Customer Journey Mapping Culture Innovation 337

Experience Investigators by 360Connext

APRIL 27, 2021

Before jumping into tactics: Know what success looks like and communicate it across the organization. Make a note and then communicate these quick wins. Maybe there is great brand marketing before the sale but lackluster customer communications following the purchase. Personalize your communications.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

eglobalis

OCTOBER 21, 2024

Research from Accenture highlights that managing public complaints requires not just time but a dedicated allocation of resources, particularly in maintaining the flow of communication. Deleting posts should be reserved for extreme cases involving offensive language, as maintaining open and honest communication is critical for building trust.

Social Media 418

Social Media Feedback Engagement B2B 418

Experience Investigators by 360Connext

DECEMBER 14, 2021

Communicate and support employees serving customers in bigger and more consistent ways. What do they need to know, hear and do to best communicate when things don’t go as planned? . Share the wins throughout the organization so employees can connect the way their everyday actions impact the customer. .

2022 372

2022 Customer Experience Airlines Customer Journey Mapping 372

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

eglobalis

OCTOBER 9, 2024

It’s important to set realistic timelines and communicate them clearly to customers. Build a Transparent Communication Strategy Once a decision is made, whether to develop the feature or not, it’s vital to communicate clearly with the customer. However, clear and consistent communication helps mitigate potential damage.

Feedback 441

Feedback ROI Innovation B2B 441

Experience Investigators by 360Connext

JULY 6, 2021

But customer experience is a team sport, so great cross-functional teams also understand how important it is to communicate ongoing success and support the processes and systems required to deliver to the customer throughout their journey. The best way to do that is to share both data and stories that connect emotionally with leaders.

Document 358

Document Net Promoter Score Government Leadership 358

Experience Investigators by 360Connext

OCTOBER 17, 2018

Engagement means connecting their daily duties with the bigger vision, every day. Engaging customers means connecting with them emotionally. Every touchpoint, every service response, every communication, must be representative of an amazing experience. Leaders must engage employees to deliver a great experience.

Leadership 283

Leadership Culture Customer Centricity 2019 283

InMoment XI

MAY 17, 2022

Supportive Culture Connection to Customer Experience. The best ‘employee support’ is what EX experts call employee commitment , wherein companies roll up their sleeves and dig deep to learn how they can better drive transparency, trust, and communication. They want to feel a bold, human connection to your brand.

2022 369

2022 Culture Connections Brands 369

CX Accelerator

OCTOBER 7, 2019

By connecting the dots and showing how CX initiatives result in business positive outcomes, your initiatives will gain credibility and buy-in. The employee experience and customer experience are inter-connected, and to care for customers, a company must also care for their employees.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

Experience Investigators by 360Connext

MARCH 8, 2021

We do this by creating custom learning paths for our clients, including virtual and live sessions, small group or individual coaching, and lots of communication to reinforce the topics we’re discussing. . How are those insights communicated to drive action? What incentives and rewards could be connected to CX outcomes.

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

InMoment XI

NOVEMBER 23, 2021

Knowing what’s working and what’s not in each type of experience can teach you how to create a smoother and more connected experience for customers. And it’s most important to communicate back to your customers that you’re listening, you’ve acted, and change is quickly coming.

Retail 397

Retail Customer Journey Touchpoint Brands 397

InMoment XI

OCTOBER 29, 2024

For example, a sneaker brand releasing a new product line paying tribute to an iconic athlete would help it connect with nostalgic sports fans. Familiarity and nostalgia create a sense of connection that can strengthen customer relationships. Brand values: Customers connect with brands that reflect their own values.

Loyalty 195

Loyalty Net Promoter Score Social Media Loyalty Programs 195

CX Accelerator

AUGUST 19, 2019

If you’re running a CX program, you need a way of communicating your progress to your superiors and the broader organisation. We are all guilty of not communicating enough on occasion.so It facilitates organisational responsiveness because “red flags” or declining trends over time are easily discerned.

Telecommunications 345

Telecommunications Customer Journey Mapping Metrics Touchpoint 345

InMoment XI

OCTOBER 24, 2024

They aim to convert leads to closed deals, identify the most successful business activities, and manage the communication between businesses and current customers. These integrations allow users to communicate directly with customers via comments and direct messages. out of 5 stars.

Customer Engagement 195

Customer Engagement Engagement E Commerce Omnichannel 195

Experience Investigators by 360Connext

NOVEMBER 7, 2023

The problem, however, is those efforts are wasted if the new connections don’t stick. Encourage customers to tag your brand on social media or use specific hashtags to connect with other customers and your brand’s larger community. And don’t be afraid to recognize the community at large. Customers expect (and deserve!)

Customer Retention 271

Customer Retention Loyalty Loyalty Programs Social Media 271

GetFeedback

APRIL 17, 2019

If you cover multiple communication channels (Aka omnichannel customer service ) , people will reach out: being able to choose the way to contact support simply makes it more convenient. Logging customer problems can be easier, more secure and even automatic due to the integration of communication channels with your customer service tool.

Customer Service 255

Customer Service Multi-Channel Social Media Customers 255

eglobalis

AUGUST 13, 2024

Samsung Electronics itself is divided into several key segments: Consumer Electronics (CE), Device Solutions (DS), and IT & Mobile Communications (IM). By fostering a cohesive and user-friendly ecosystem, Apple ensures that its customers remain deeply connected to the brand. Apple: Apple’s brand loyalty is legendary.

E-support 445

E-support Innovation Customer Centricity Loyalty 445

GetFeedback

FEBRUARY 15, 2019

Connect on an emotional level with your customers. Research shows that the best customer experiences stem from an employee developing an emotional connection with a customer. If your customer personas have a name and distinct personality, you can account for different factors that would affect their experience,” says Justin B.

Customer Experience 322

Customer Experience Net Promoter Score Social Media Feedback 322

eglobalis

DECEMBER 11, 2024

For example, an organization might experiment with response times on social media versus email to identify the most effective communication method. By testing different digital communication channels and personalized content, Bayer has optimized its engagement strategies, leading to better customer experiences and stronger relationships.

Insights 213

Insights Customer Journey Mapping Omnichannel Effort Score 213

Experience Investigators by 360Connext

NOVEMBER 17, 2020

Simple, but a really nice way to connect with customers in an unexpected way. Customer appreciation efforts can be incorporated into your overall customer journey, put into regular communications, and included in employee processes and standards. I love this example from Southwest Airlines. Try these methods: 1.

Airlines 372

Airlines 2020 Social Media Hotels 372

InMoment XI

APRIL 26, 2022

If you’re still concerned about how best to connect to audiences you haven’t consistently talked to before, this is the section for you. Overcome the fear of making mistakes and concentrate on a transparent and authentic way to deal with them when they occur. Key 2: Engage All Audiences.

Customer Experience 370

Customer Experience Employee Experience Social Media Roadmap 370

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

CX Accelerator

APRIL 1, 2022

It’s a key ingredient in building a meaningful connection with your customers, and it may be the difference between keeping and losing their business. In some cases, the legal department may need to vet every communication that goes out. When you introduce yourself by name to the customer you make a human to human connection.

Contact Center 266

Contact Center Communication Connections Customers 266

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Both can be used to gain commitment from the C-Suite and can be leveraged as a way to communicate progress in an ongoing way. Better yet, ask your CEO to help lead communication around customer experience efforts in regular ways. These goals must be defined and supported from the top. Nothing moves people to action like emotion!

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

InMoment XI

OCTOBER 5, 2023

By fostering a culture of open communication, brands can tap into the collective expertise of their workforce and gain a deeper understanding of customer pain points, leading to more effective solutions. Check out this resource that outlines the 7 steps for implementing a closed loop system !

Contact Center 364

Contact Center Call Center Social Media Employee Experience 364

Experience Investigators by 360Connext

JANUARY 28, 2020

Look for ways to connect those dots first. Communicate. Then Communicate Again. Invest in storytelling and communication. Communicate and then apply a closed-loop feedback cycle to ensure your actions are delivering what the audience needs. What would it cost to lose 10% of your customers? Then Simplify.

2020 250

2020 Net Promoter Score ROI Metrics 250