Experience Investigators by 360Connext

MAY 11, 2021

Customer experience exists whether you are intentional about it or not. After all, your customer is experiencing the brand via every interaction, touchpoint, service call, and delivery. Leaders often say, “We’re just getting started with customer experience,” but that’s a myth. Technology and Tools.

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

eglobalis

JUNE 27, 2024

Introduction Delivering superior customer experience (CX) is paramount for business success. A well-crafted CX strategy transcends the superficial touchpoints of customer interaction, delving into the cohesive integration of all company divisions to deliver consistent, high-quality customer interactions.

Customer Experience 369

Customer Experience Customer Centricity Net Promoter Score Government 369

InMoment XI

APRIL 25, 2024

Why Reputation Management Matters in the Financial Service Industry? To gain this trust, it is now more important than ever for financial services institutions to implement strong online reputation management initiatives. Creating educational content shows your customers that you value them and that you want them to succeed.

Financial 195

Financial Management Banking Insurance 195

InMoment XI

NOVEMBER 30, 2023

Consumers today rely heavily on online information and reviews, making brand reputation management a top priority. In this comprehensive guide, we will delve into the intricacies of brand reputation management, exploring strategies, key components, pitfalls to avoid, and the role of online and employee reputation management.

Brands 284

Brands Management Multi-Channel Social Media 284

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. brands must recognize that the ability to manage their digital channels and digital reputation is a crucial success factor.

Automotive 195

Automotive Management Social Media 2024 195

eglobalis

OCTOBER 9, 2024

When customers provide feedback, especially in the B2B space, the temptation is often to take their requests at face value and immediately begin development. After all, customer-centric businesses thrive on understanding and addressing their customers’ needs. Does it fit into your current development priorities?

Feedback 441

Feedback ROI Innovation B2B 441

eglobalis

NOVEMBER 26, 2024

What good is being empathetic if customers still face recurring problems? CX isn’t about being “nice” in the superficial sense of politeness or pleasantries—it’s about deeply understanding customer needs and translating that understanding into tangible actions that solve real problems. The answer is no.

B2B 406

B2B B2C Culture Workshop 406

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. You started by defining what customer experience success meant to your organization. . How did this happen?

2022 369

2022 Customer Experience Customer Journey Mapping Customer Journey 369

Experience Investigators by 360Connext

DECEMBER 14, 2021

When it came to customer experience, leaders dealt with all sorts of changes and challenges. Customers were able to pick out their produce again at the grocery store. That’s where customer experience leaders can lean in and really lead in this new year. What expectations can be reset for customers, and how?

2022 372

2022 Customer Experience Airlines Customer Journey Mapping 372

Experience Investigators by 360Connext

FEBRUARY 1, 2022

Your CEO understands how important customer experience is to the success of your organization. I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. That’s right. That’s right.

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

eglobalis

JULY 31, 2024

Ahead of the Curve: MarTech-Driven Customer Experience Evolution Introduction In today’s hyper-competitive market, delivering a superior customer experience (CX) is paramount for businesses striving to differentiate themselves. This data aggregation enables businesses to deliver highly targeted and relevant marketing messages.

Customer Experience 328

Customer Experience Social Media 2024 B2B 328

InMoment XI

OCTOBER 10, 2024

To make sure your brand can benefit from the use of social media, you need to implement social media management. What is Social Media Management? Social media management is the process of creating, managing, and reporting on content posted on various social media platforms. Why is Social Media Management Important?

Social Media 195

Social Media Management 2024 2027 195

InMoment XI

OCTOBER 22, 2024

A well-managed online presence isn’t just about avoiding bad reviews; it’s about proactively building trust and attracting new patients. What is Online Reputation Management for Doctors? In a nutshell, reputation management is about shaping the narrative around your practice. Why Is Doctor Review Management So Important?

Management 221

Management Healthcare Social Media 2024 221

InMoment XI

MAY 14, 2024

And, in a time where opinions are formed in an instant and shared in a second, online reputation management has never been more important for healthcare organizations. What is Healthcare Reputation Management? Why Reputation Management for Healthcare is Important Healthcare is inherently built on trust.

Healthcare 195

Healthcare Management 2024 Hospitality 195

InMoment XI

SEPTEMBER 28, 2021

Every company executive will agree that having loyal customers is a key to business success. But what are executives really doing to encourage customer loyalty? Most businesses will point to their customer care training or customer relationship management (CRM) system and count on these tools to build loyalty.

Loyalty 389

Loyalty Feedback Advertising Customer Relationship Management 389

InMoment XI

JUNE 7, 2024

Hotel reputation management has never been more important. With these stakes in mind, your hotel reputation management strategy must be an integral part of your business strategy to keep your hotel competitive with the top brands. Why Hotel Reputation Management Matters Your hotel’s reputation is its most valuable asset.

Hotels 195

Hotels Management Social Media Hospitality 195

InMoment XI

DECEMBER 6, 2024

Customer experience is at the heart of modern business success. Companies constantly seek ways to improve satisfaction, foster loyalty, and drive revenue, but delivering an exceptional customer experience is no small task. For many businesses, the solution lies in customer experience outsourcing.

Customer Experience 195

Customer Experience Reference 2024 Download 195

InMoment XI

JULY 16, 2024

Customers expect not only to be heard but also understood and swiftly responded to. With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. Tips for Managing Your Online Reputation 1.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

JULY 16, 2024

Customers expect not only to be heard but also understood and swiftly responded to. With this in mind, we want to make it clear that it isn’t just about monitoring and management of these feedback channels, but actively engaging with and learning from your customers. Tips for Managing Your Online Reputation 1.

Management 195

Management Social Media Hotels Airlines 195

InMoment XI

OCTOBER 31, 2023

In the fast-paced world of customer service, call center management plays a pivotal role in ensuring efficient operations, customer satisfaction, and improving the customer experience. Understanding the ins and outs of call center management is crucial for both seasoned professionals and newcomers to the field.

Call Center 195

Call Center Management Exceptional Customer Service Customer Satisfaction 195

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. Video] Struggling to Manage CX? That means creating a CX Strategic Council with leaders who are essential to recognizing, identifying, and improving the right moments along the customer journey. . Customer Feedback and Insights.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

eglobalis

OCTOBER 1, 2024

Introduction: The Need for a Non-Siloed Organization Silos within an organization have long been a barrier to innovation, efficiency, and customer satisfaction. A siloed structure means that different departments operate in isolation, leading to communication gaps, disjointed strategies, and operational inefficiencies.

2020 337

2020 Customer Journey Mapping Culture Innovation 337

CX Accelerator

FEBRUARY 2, 2020

If one of them came to me and asked, “Uncle Jeremy, I’d sure love to follow in your footsteps and pursue a career in customer experience (CX). While there are more and more schools offering degrees in customer experience or customer experience management, what if their school of choice does not? Yael McCue. Eric Engwall.

Customer Experience 320

Customer Experience Tourism Customer Journey Mapping Entertainment 320

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Understand Your Customer Journey and Customers The first step in any B2B CX strategy is to map out the customer journey.

B2B 297

B2B Customer Experience Customer Centricity Omnichannel 297

InMoment XI

MAY 31, 2022

A customer journey map is a diagram of all the places customers come into contact with your brand, online or off. The goal of journey mapping is to gain a deeper understanding of your customer, how they interact with your brand, and how each interaction affects your relationship. Customer Cartography: Where to Begin. “We

Customer Journey Mapping 396

Customer Journey Mapping Customer Journey Net Promoter Score Touchpoint 396

InMoment XI

OCTOBER 20, 2022

After nine EMEA customer experience experts, 200+ delegates, eight workshops, and hours of fun and networking at the colourful evening reception, it’s safe to say the XI Forum Europe was a success! 5 Pieces of Advice from Our EMEA Customer Experience Experts. #1: Frontline employees need strategic communication.

Customer Experience 397

Customer Experience Culture Workshop Events 397

InMoment XI

JANUARY 10, 2024

Guiding a loved one through the customer journey of senior living is an intimately personal and emotional endeavor. It’s about fostering a community steeped in care, safety, comfort, and boundless joy. To streamline this process and minimize errors, leveraging local listing management tools becomes imperative.

Management 195

Management Social Media Feedback Technology 195

eglobalis

OCTOBER 21, 2024

Introduction As companies mature, they face increasingly complex decisions about how to handle customer complaints and negative feedback on social media. Understanding when to adapt or deviate from these practices is crucial for long-term customer trust and operational efficiency.

Social Media 418

Social Media Feedback Engagement B2B 418

Retently

MAY 31, 2024

The Connective Tissue of a Company The first non-technical hire you make needs to be in Customer Success. Customer Success is the bridge between what your company does and what your customers need you to do. A strong Customer Success team optimizes your company for listening, learning, and empathizing with your customers.

Customer Success 147

Customer Success Management Net Promoter Score Feedback 147

InMoment XI

OCTOBER 28, 2021

In my last post, we discussed the difference between interactions, engagement, and customer experience. Now, I’d like to dive deeper into customer experience and the role everyone in your organization plays in delivering that experience. You heard me right: not one department owns the customer experience—it’s every department!

Airlines 370

Airlines Government Webinar ROI 370

GetFeedback

DECEMBER 21, 2018

Learn about the top two customer surveys for predicting and increasing customer retention. Anytime a customer cuts ties, you experience the negative impact of customer churn. Here are 40 customer retention statistics that reinforce the growing need for customer experience management. 63% of U.S.

Customer Retention 390

Customer Retention Net Promoter Score Poor Customer Service B2B 390

InMoment XI

AUGUST 20, 2024

With clients increasingly turning to online resources to evaluate potential legal representation, lawyer reputation management and law firm reputation management have become more crucial than ever. Whether you’re a solo practitioner or part of a larger firm, managing your online presence can significantly impact your success.

Management 195

Management Social Media 2024 Download 195

Experience Investigators by 360Connext

OCTOBER 27, 2020

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts. Customer listening posts are specific tools, locations and mechanisms to gather customer feedback along specific touchpoints on the customer journey.

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

InMoment XI

JUNE 8, 2023

InMoment® assists alphabroder in improving the employee experience (EX) to ultimately improve customer experiences (CX) by establishing an action-based employee experience improvement program that focuses on communication, development, and acknowledgement.

Apparel 372

Apparel Employee Experience NPS Feedback 372

InMoment XI

OCTOBER 30, 2024

Did you know that one negative experience is enough for 50% of customers to switch to a competitor? This is especially true in insurance, where customers have diverse preferences and a growing demand for personalized services. What is Customer Experience in Insurance? What is Customer Experience in Insurance?

Insurance 195

Insurance Customer Satisfaction Customer Experience Multi-Channel 195