Experience Investigators by 360Connext

MARCH 4, 2015

What if that is contrary to long-term loyalty? This idea of pushing a short-term goal at the sake of most other things may have worked before customers have the voice they do now. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Short-term goals, long-term backlash.

Customer Service 282

Customer Service Airlines 2014 Social Media 282

Experience Investigators by 360Connext

MARCH 24, 2016

For long-term success, they need to focus on making their customers return. To ensure such loyalty, companies must form healthy […]. The post 5 Ways One-on-One Customer Communication Builds Loyalty appeared first on Customer Experience Consulting.

Communication 185

Communication Loyalty Consulting Consumers 185

Experience Investigators by 360Connext

JANUARY 23, 2015

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 Care 299

Customer Care Social Media Marketing Webinar 299

Experience Investigators by 360Connext

NOVEMBER 12, 2014

In the rush to amaze and delight, a la Zappos , organizations often overlook ways to truly provide experiences meaningful to that customer. A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. A great experience, but for whom?

Brands 259

Brands Hotels Consulting Workshop 259

Influitive

OCTOBER 11, 2015

Marketers know that finding ways to increase customer engagement is good for the bottom line. Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm.

Customer Engagement 111

Customer Engagement Loyalty Engagement Social Media 111

Experience Investigators by 360Connext

JANUARY 5, 2015

” I started saying that after a particularly challenging consulting exercise. I also discussed the way the competitors and other industries were creating customer loyalty based on better user experiences. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Leadership 307

Leadership Consulting User Experience Loyalty 307

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. We have been there.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Experience Investigators by 360Connext

MARCH 5, 2015

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. We’d love to hear about it.

Customer Service 274

Customer Service Sports Social Media Communication 274

Experience Investigators by 360Connext

JUNE 8, 2015

Inviting your advocates to join a special group, offer feedback and refer customers is clearly beneficial to the company. Advocates want to participate to gain access to early releases, gain more loyalty benefits and be part of a community. Don’t confuse advocacy with blind loyalty. And what is it in for them?

Marketing 279

Marketing Social Media Loyalty Consulting 279

Experience Investigators by 360Connext

MARCH 31, 2015

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. Please don’t forget to share!

Technology 265

Technology Customer Experience Social Media 2015 265

Experience Investigators by 360Connext

JULY 15, 2015

Assume that customers will always be loyal, for loyalty’s sake. Ignoring the evolution of the ever-changing marketplace is the same as ignoring what your customers need the most. And the experiences their customers report reflect that. Skills don’t create customer loyalty. People do.

Customer Experience 300

Customer Experience Airlines Loyalty Social Media 300

Experience Investigators by 360Connext

DECEMBER 29, 2014

She is the community manager for 360Connext, a customer experience consulting firm, and a freelance writer. She can lipread but tweet her first @Anne Reuss More Posts - Website Follow Me: The post 10 Must-Reads for a Better Customer Experience in 2015 appeared first on Customer Experience Consulting.

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

Experience Investigators by 360Connext

NOVEMBER 13, 2014

The interactive kiosks provide an opportunity to streamline the process by providing where the product can be found along with product research in the moment the customer wants them. Loyalty: “What’s in it for me?” This is another type of reassurance for customers. Will I be rewarded for my behavior?

Customer Confidence 279

Customer Confidence 2015 Retail Loyalty Programs 279

Experience Investigators by 360Connext

NOVEMBER 24, 2014

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 Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

Experience Investigators by 360Connext

SEPTEMBER 10, 2015

On their best day, they fall in love with our products, they get excited at the unexpected moments of delight we offer, and they move on to become evangelists whose loyalty can’t be threatened. […]. The post 5 Ways to Rock your Worst Case Customer Experience Scenario appeared first on Customer Experience Consulting.

Customer Experience 297

Customer Experience Customer Journey Consulting Loyalty 297

Experience Investigators by 360Connext

FEBRUARY 23, 2015

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.

Innovation 262

Innovation Consumers Social Media 2016 262

Experience Investigators by 360Connext

DECEMBER 5, 2014

Our premier episode features the one and only Jackie Huba , author of Monster Loyalty : How Lady Gaga Turns Followers Into Fanatics, who shares amazing insights and gives us a sneak peek into her next area of focus. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Social Media 244

Social Media Consulting Leadership Innovation 244

Experience Investigators by 360Connext

OCTOBER 2, 2014

We feel valued and provide loyalty in return. Organizations must consider business results when considering the customer experience. Investing in not just acquiring customers, but keeping them long-term, can pay off in huge dividends. ” It is part of a broader celebration of Customer Experience Day. .

Customer Experience 297

Customer Experience 2012 2013 2014 297

Experience Investigators by 360Connext

JULY 23, 2015

Customers are constantly reevaluating not just your product, but the entire experience. Loyalty, as we once knew it, is dead. Customers, for the longest time, were trapped. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Banking 295

Banking Social Media Innovation Consulting 295

Experience Investigators by 360Connext

APRIL 10, 2015

Where publicity and marketing leave off is where the customer experience needs to deliver. This was one of the things we discussed with Shonali Burke , a leader in PR and social strategy and President and CEO of Shonali Burke Consulting , on the latest episode of Crack The Customer Code , the podcast I co-host with Adam Toporek.

Social Media 234

Social Media Marketing Customer Journey Mapping Consulting 234

Experience Investigators by 360Connext

DECEMBER 15, 2014

For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. Welcome everybody.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Experience Investigators by 360Connext

FEBRUARY 18, 2015

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. Let us know in the comments below!

Innovation 259

Innovation Feedback Automotive Social Media 259

Experience Investigators by 360Connext

DECEMBER 31, 2014

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.

2015 247

2015 Webinar Entertainment Leadership 247

Experience Investigators by 360Connext

SEPTEMBER 15, 2014

Customer convenience is continuing as a key driver in loyalty , but the desire to get things done conveniently is not new. Before you start making changes to your experience to make it more convenient for customers, please make these considerations: 1. Customers want ease in many areas – not just the main transaction.

Banking 282

Banking Loyalty Retail Social Media 282

Experience Investigators by 360Connext

DECEMBER 17, 2014

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.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

DECEMBER 3, 2014

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. We love hearing from you!

Innovation 232

Innovation Customer Service 2014 Social Media 232

Experience Investigators by 360Connext

NOVEMBER 17, 2014

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.

Social Media 282

Social Media Consulting Customer Engagement Customers 282

Experience Investigators by 360Connext

OCTOBER 22, 2014

They are meaningful only if and when the company understands them as a whole inventory and as individual opportunities to improve the customer experience. Understanding your customers’ current situations, and what drives them toward loyalty or defection , is the first step in delivering a superior customer experience.

Touchpoint 302

Touchpoint Customer Journey Mapping Social Media Customer Journey 302

Experience Investigators by 360Connext

OCTOBER 13, 2014

Examine what experience your customers are walking through today and map that to the ideal. Proactive participation in your customer’s experience will pay dividends in loyalty, advocacy and word-of-mouth marketing. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 301

Customer Experience Social Media Consulting Loyalty 301

Experience Investigators by 360Connext

APRIL 21, 2015

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.

B2B 285

B2B B2C Social Media Innovation 285

Experience Investigators by 360Connext

MAY 27, 2015

If smart leaders recognize their true customer journey and how content influences each step of that journey, they will be rewarded with loyalty! (I’m At each milestone in the customer journey, communication should be relevant, personalized AND relate back to the overall mission. This sounds deceptively simple.

Customer Experience 272

Customer Experience 2011 Books Customer Journey 272

Experience Investigators by 360Connext

JULY 6, 2015

Customers don’t care who owns what part of their business , but organizations often do. This conflict leads to customer frustration and decreased loyalty. If you don’t consider customer effort as a truly important part of the journey, then you’re not thinking of your customers. Think about it.

B2B 278

B2B Net Promoter Score Effort Score Loyalty 278

Experience Investigators by 360Connext

MAY 11, 2016

Loyalty is often the holy grail of customer experience. After all, loyal customers mean more revenue, more repeat business, more referrals and just more more more! Yes, loyal customers mean more. But how do you define loyalty among your customers? The post How Do You Define Loyalty in YOUR Organization?

Loyalty 137

Loyalty Consulting Customer Experience Customers 137

Experience Investigators by 360Connext

JANUARY 8, 2015

Shopping implies really only caring about the consideration and acquisition phases of the customer journey , and of course that’s only the beginning of the real relationship. Understanding what happens once customers become customers is really where insights can become insightful about loyalty and retention.

Customer Experience 284

Customer Experience Feedback Customer Journey Social Media 284

Experience Investigators by 360Connext

OCTOBER 9, 2014

They are investing in customer leaders and leveraging resources like their own training departments to deliver a better experience for all their customers. “Worlds are colliding because it all comes back to customer experience.” More Posts - Website Follow Me: The post Love Your Customers, Love Your Profession!

Social Media 279

Social Media Customer Experience Professionals Consulting Events 279

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

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.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

Experience Investigators by 360Connext

MARCH 26, 2015

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.

Travel 282

Travel Hotels Guest Experience Airlines 282