Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. It’s up to CX leaders to clearly communicate about these connections for their organization.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Experience Investigators by 360Connext

MARCH 24, 2015

Gina Bhalwalkar , User Experience & Accessibility at Scottrade, led a workshop on Future State Customer Journey Mapping. It’s critical to think like a human and understand the human connection as part of the customer experience! There are ways to do this without risking anything. Data can’t always tell you what’s in store.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Experience Investigators by 360Connext

MAY 19, 2015

I attended a workshop from a large organization well known for journey mapping. Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Journey Mapping 234

Customer Journey Mapping Customer Journey Workshop Social Media 234

CloudCherry

JULY 23, 2019

You’ve completed an energizing workshop and designed a powerful journey map visual. Ultimately, you need to connect the high-level journey to the “nuts and bolts” of how things work in your company. It feels inspiring to pull together your first customer journey workshop and design your journey map, doesn’t it?

Customer Journey Mapping 236

Customer Journey Mapping Customer Journey Net Promoter Score Workshop 236

ShepHyken

NOVEMBER 26, 2024

Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author.

Brands 85

Brands Loyalty Workshop Customer Service Training 85

Experience Investigators by 360Connext

DECEMBER 15, 2023

Connect the employee experience to the customer experience in big ways. Engaging others in the act of customer journey mapping through a workshop or presentation is a great way to communicate directly about the customer experience. See how fun it is to connect the CX dots? Share what is next as you improve the journey!

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

GetFeedback

DECEMBER 2, 2019

Focusing on your customers will result in increased loyalty, more positive word-of-mouth referrals, and higher spend from your best customers. Understanding this important segment of customers means creating experiences that continue to earn their loyalty and, in return, their money. First things first.

ROI 195

ROI Customer Satisfaction Loyalty Measurement 195

One Millimeter Mindset

JANUARY 28, 2020

My question to him: “Do you tell connect the dot stories?” If the only action decision makers take is no action at all, then your stories fall short of connecting the dots for them. Alternatively, when your stories take the long-view, and connect the dots, you create a dialogue with business decision makers.

Connections 90

Connections Workshop Presentation Communication 90

ShepHyken

NOVEMBER 14, 2023

This corresponds to Emotional Connection on the Customer Hierarchy of Needs. Other words to describe fulfillment include satisfaction, happiness, and completeness – all emotions that potentially drive employee loyalty. Nobody wants to work in a place that doesn’t emotionally fulfill them. Connect with Shep on LinkedIn.

Workshop 156

Workshop Insurance Employee Experience Culture 156

ShepHyken

FEBRUARY 20, 2024

This is my Loyalty Question , a concept I’ve shared many times over the years. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Metrics 159

Metrics Customer Service Workshop Measurement 159

Beyond Philosophy

DECEMBER 8, 2023

While they were delighted with their repeat business, which they attributed to customer loyalty , a closer look at the repeat business statistics painted a different picture. They certainly are, but not all repeat business is a result of loyalty. First, let’s establish clear definitions for customer loyalty and inertia.

Loyalty 88

Loyalty Airlines Workshop Consulting 88

ShepHyken

DECEMBER 26, 2023

Get customers to feel connected to you because they know you care. Consistency creates confidence, and confidence can lead to customer loyalty. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Customer Service 164

Customer Service Workshop Customer Service Training Connections 164

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Workshops and training for both employees in general and for specific groups. You can also start estimating what a bump in retention or an increase in loyalty might mean for your organization’s bottom line. Increased loyalty means more spending, more referrals and more positive word-of-mouth marketing.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

InMoment XI

OCTOBER 3, 2024

This is a key indicator of your organization’s customer loyalty and success in building lasting customer relationships. Implement Loyalty Programs Implementing a loyalty program can be one of the most effective customer retention strategies that your organization invests in. Why is Customer Retention Important?

Customer Retention 195

Customer Retention 2024 Guest Experience Loyalty Programs 195

eglobalis

OCTOBER 1, 2017

Over the past several years, the field of customer experience management has matured, we are seeing more and more companies recognize its importance as a key ingredient in building and maintaining customer loyalty, retention, engagement, measuring with the right KPIs and metrics. Events connecting CX and the Global Industry Experts .

Customer Experience Professionals 154

Customer Experience Professionals CEM Customer Experience 2011 154

Optimove

DECEMBER 5, 2019

The event: PostFunnel Summit (formerly known as Optimove Connect). During the very successful first day (of two), 11 Optimove experts and one innovative partner gave six especially-actionable workshops. Lucky, you can find it all here in one workshop. You’ll find them all in this workshop. The place: Tel Aviv.

Workshop 75

Workshop Events 2019 Loyalty 75

ShepHyken

JULY 15, 2022

Step 4: You assign your best client success manager on their account and ensure they’re scheduled for your monthly training workshops as a non-negotiable. You record an in-depth response leading to a 1-hour impromptu phone call where you can further connect on a 1:1 level and forge a much deeper relationship. .

Workshop 138

Workshop Social Media 2022 Article 138

ShepHyken

NOVEMBER 12, 2024

Loyalty to an Employee: There are some instances in which the relationship isn’t between a customer and the company but between a customer and an amazing employee. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Return on Investment 102

Return on Investment Financial Workshop Customer Service Training 102

ShepHyken

DECEMBER 29, 2024

Using Data, Technology and Creativity for Meaningful Customer Connections by Melanie Mingas (CX Network) Deloittes Perrine Masset explains how to creating meaningful customer connections with data and technology without stifling creativity My Comment: What happens when CX and marketing collide? Connect with Shep on LinkedIn.

Article 75

Article 2025 Customer Service 2024 75

Experience Investigators by 360Connext

JULY 7, 2020

When organizations can’t connect customer data to business results, they can’t see the ROI of CX. I was conducting a journey mapping workshop with a client. Introducing small wins before the competition can creates more loyalty. Organizational inefficiencies. Missed opportunities & customer abandonment.

Customer Journey Mapping 208

Customer Journey Mapping Customer Journey Document Workshop 208

One Millimeter Mindset

FEBRUARY 11, 2020

Story connection strategy is a compelling way to engage colleagues. Develop a story connection strategy to engage and connect employees and clients to the stories you tell. Engage me to present one of my One Millimeter Mindset Storytelling speaking programs, workshops or mastermind groups. Image source: Getty Images.

Connections 66

Connections Engagement Workshop Presentation 66

Experience Investigators by 360Connext

MAY 24, 2017

Because the magic of a great customer experience is tied directly to our emotional connection to a brand. “ Am I expected to mention our loyalty program anymore? “…the magic of a great #CustomerExperience is tied directly to our emotional connection…”… Click To Tweet. None of us are immune.

Hotels 125

Hotels Workshop Loyalty Programs Webinar 125

Up Your Service

JULY 16, 2018

unique report was recently released by Salesforce Research titled “ State of the Connected Customer , 2nd edition”. Companies Face a New Connected Mandate. It is normal and expected for connected customers all over the world. So in this challenging time and world, what drives loyalty? Innovation has become the standard.

Connections 67

Connections Insights Culture B2C 67

ShepHyken

OCTOBER 6, 2024

7 Ways to Boost Customers’ Emotional Connection and Loyalty with Your Brand by Annette Franz (MarTech) Loyalty. That emotional connection to a brand is extremely important to customer loyalty. It’s often been thought to be a key driver of loyalty. Here are seven ideas to create emotional connections.

Article 82

Article Customer Service 2024 Loyalty Programs 82

ShepHyken

NOVEMBER 7, 2023

When they align with what’s meaningful to your customers, you potentially create a stronger connection. Emotional Connection: This is where loyalty is created. This is what helps drive customer loyalty. Is your organization meeting your customers’ needs? Connect with Shep on LinkedIn.

Workshop 104

Workshop Customer Service Training Customers Reference 104

ShepHyken

NOVEMBER 18, 2024

Good Experience Builds Loyalty’: Chewy’s CEO on Meeting Customer Demand by Robert Safian (Fast Company) As artificial intelligence transforms customer service and workplace tools, many companies still struggle to capture that elusive human connection. Good experience builds loyalty.” Connect with Shep on LinkedIn.

Article 75

Article Customer Service 2025 2024 75

Optimove

JULY 12, 2021

That’s why customer engagement must become an essential KPI for every business that cares about loyalty and lifetime value. Watch the 3-minute mini-workshop or read the transcript just below it to find out: Customer Engagement – A Key Success Strategy for Any Business. What Are Some Customer Engagement Strategies? Reach Out ?at

Customer Engagement 98

Customer Engagement Engagement B2C Workshop 98

Michel Falcon Experience

JANUARY 10, 2019

Before we get into the 5 Customer Service Skills, make sure to connect with me on LinkedIn and let me know which Customer Service Skill you like the most – I’d be happy to answer any further questions you may have after reading the article! Each customer personality type may exhibit great company customer loyalty for different reasons.

2019 151

2019 Customer Service Workshop Wireless 151

ShepHyken

JUNE 17, 2024

But with Gen Alpha just around the corner, Yasmin Burchill and Mike Wickham of Impression take a look at how best to connect with young consumers. This article has three simple tips on how to connect and attract young consumers. Customers want to create an emotional connection with a business. Connect with Shep on LinkedIn.

2024 88

2024 Article Magazine Customer Service 88

ShepHyken

OCTOBER 22, 2024

Even if they subtly impact the conversation, the right words create confidence, build relationships, and foster repeat business and potential loyalty.  Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Customer Service 90

Customer Service Workshop Customer Service Training Customers 90

ShepHyken

JANUARY 5, 2025

Crafting a Successful Customer Loyalty Campaign by Denis Hure (Reward the World) Customer loyalty is the backbone of sustainable business growth. At Reward the World, weve seen firsthand how a well-crafted customer loyalty campaign can transform casual buyers into brand advocates. The goal is to create an emotional connection.

2025 71

2025 Article Customer Service Loyalty Programs 71

BirdEye

APRIL 25, 2023

Connect with influencers 9. Loyalty incentives programs 15. Host seminars and workshops 18. Connect with influencers Elevate your local business to a whole new level by connecting with influencers. Make sure to update your loyalty program often so it remains fresh and exciting for customers.

Seminar 98

Seminar Social Media Advertising Workshop 98

ShepHyken

OCTOBER 29, 2024

The more you know, the more you can personalize the experience, creating a personal connection that’s hard to break. Loyalty Programs That Offer Real Value – More than points and discounts, create a program that makes customers want to do more business with you. Connect with Shep on LinkedIn.

Workshop 88

Workshop Loyalty Programs Customer Service Training Customer Service 88

Beyond Philosophy

JULY 17, 2017

Some companies get it and they’re creating an emotional connection that brings them loyal fans. To explain why, I’ll use comments about customer experience that the presidents of Royal Caribbean Cruises and Build-A-Bear Workshop and the former CEO of Sprint offered in a recent roundtable discussion. But many others look to technology.

Technology 132

Technology Touchpoint Workshop Books 132

ShepHyken

MAY 28, 2024

The result was a deepened sense of loyalty and sharing the story with others—in this case, thousands of readers of Chip’s Forbes article. Learn more about Shep’s customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com. Connect with Shep on LinkedIn.

Hotels 99

Hotels Workshop Customer Service Training Article 99

ShepHyken

JUNE 30, 2024

Eliminate Inconveniences For Your Customers With These 5 Tips by Brittany Hodak (Brittany Hodak) When it comes to creating an exceptional customer experience, businesses often focus on the big gestures – impressive loyalty programs, flashy gifts, and over-the-top service at one or two big moments. Connect with Shep on LinkedIn.

2024 85

2024 Article Customer Service Retail 85

ShepHyken

SEPTEMBER 8, 2024

a customer engagement platform, has released new research emphasizing the critical role of effective listening in enhancing brand loyalty and customer satisfaction. Returns: The Silent Killer of Profits or a Tool to Build Customer Loyalty? My Comment: If you have a loyalty program, this article is for you.

Article 88

Article 2024 Customer Service Magazine 88