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. You cannot create, or sustain, customer loyalty behavior without committed employees.

Customer Experience 397

Customer Experience Loyalty Advertising Leadership 397

Experience Investigators by 360Connext

DECEMBER 29, 2014

Before you start innovating, remember what customers want, and how to deliver it on their terms! She is the community manager for 360Connext, a customer experience consulting firm, and a freelance writer. How do you identify the touchpoints that matter the most? The desire to get things done easier and faster is not new.

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

TechSee

NOVEMBER 20, 2018

To reduce these truck roll costs and inefficiencies, service companies must find better solutions for better managing tech dispatches as well as for resolving more issues remotely. Harnessing the power of data analytics and remote visual support transforms support organizations and gives an important edge to innovative brands.

Innovation 153

Innovation Technology Call Center Insurance 153

Experience Investigators by 360Connext

APRIL 16, 2015

We’ve come to accept the incredible pace of innovation. I played with the app for just a few minutes and managed to find some nice things. More Posts - Website Follow Me: The post The Tinderization of Mobile Customer Expectations appeared first on Customer Experience Consulting. The world is changing, and fast.

Customer Expectations 282

Customer Expectations Retail User Experience Social Media 282

Experience Investigators by 360Connext

DECEMBER 5, 2014

The most exciting companies change the game by innovating around their customer experience. Our goal is to have a little fun, learn from the best innovators and business leaders out there, and provide inspiration to those of us doing our best to deliver great customer experiences every day. We’re all human!

Social Media 244

Social Media Consulting Leadership Innovation 244

Experience Investigators by 360Connext

JANUARY 21, 2015

Understanding the customer journey end-to-end helps brands innovate around the experience. Virgin Atlantic is investing in many innovative ideas around how to make the transatlantic flight more of an event to experience. Some of this has to do with where the journey actually begins and ends. Don’t fool yourself!

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

eglobalis

DECEMBER 11, 2024

Related Article: Effective CX Strategies: Digging out of a CX Standstill Global Examples of CX Experimentation Europe Schneider Electric (France): Schneider Electric utilizes experimentation to enhance its energy management solutions. Tata Consultancy Services (India): TCS uses rigorous experimentation to refine its IT services and solutions.

Insights 288

Insights Customer Journey Mapping Omnichannel Effort Score 288

One Millimeter Mindset

JANUARY 28, 2021

How will you wrestle with and leverage change for your professional innovation this year? These January professional innovation posts offer insights, strategy, tips, and pathways to get your career aligned with continuous change. Are You Managing Teams for Innovation or Stasis? is available on Amazon.com.

Innovation 120

Innovation 2021 Leadership Consulting 120

Experience Investigators by 360Connext

JUNE 8, 2015

Ask the people closest to customers, like front-line reps and account managers. If something is really innovative, offer a tour or virtual “behind the scenes” look at how their suggestions helped you innovate. appeared first on Customer Experience Consulting. Identify the best ways to find your advocates.

Marketing 279

Marketing Social Media Loyalty Consulting 279

BirdEye

MARCH 17, 2023

Small business owners must navigate complex challenges ranging from customer acquisition to human resource management and financial oversight, leaving them with an overwhelming amount of responsibilities to manage alone. Table of contents What is small business consulting?

Consulting 98

Consulting Social Media Financial Sales 98

Experience Investigators by 360Connext

JUNE 24, 2015

Honor and Manage Customers as Assets. What would life be like if operations were around customer experience and innovation ? Proactive Experience Reliability and Innovation. More Posts - Website Follow Me: The post The 5 Customer Leadership Competencies Every CCO Must Embrace appeared first on Customer Experience Consulting.

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

Experience Investigators by 360Connext

NOVEMBER 5, 2014

Reading all sorts of books could open your employees up to new possibilities around how to deliver a great customer experience, how to empathize with people in difficult situations, and how to innovate for the next wave of what you deliver. It could help managers who need a dose of empathy with employees. Then you encourage discussion.

Books 273

Books Customer Experience Net Promoter Score Culture 273

Experience Investigators by 360Connext

NOVEMBER 3, 2014

Staff is added, roles are more defined, and customers are surprised by new account managers, cashiers, and others. More Posts - Website Follow Me: The post 3 Ways You Forget How To Better Your Business appeared first on Customer Experience Consulting. As companies grow , similar trends occur within an organization.

Leadership 271

Leadership Social Media Consulting Loyalty 271

Experience Investigators by 360Connext

OCTOBER 20, 2014

There are simply too many responsibilities, too many people to manage, and too much to do to worry about what is actually happening to the customer. Trying to manage the outcome from humans is vexing, whether they are employees or customers. 3M allows time off to employees for personal interests to encourage innovation.).

Customer Focused 289

Customer Focused Culture Social Media Communication 289

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

While this is a specific example, it is typically indicative of how talent management and client communications are handled. More Posts - Website Follow Me: The post Metrics Killed the Customer Experience Star appeared first on Customer Experience Consulting. Your competition is quietly taking your customers away.

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

Beyond Philosophy

FEBRUARY 20, 2020

It would be best to take a step back from the day-to-day management perspectives that you engage in and ask yourself, “What is that we want our brand to mean? This type of humanization can facilitate brand management in new and exciting ways. . What is it that we’re trying to accomplish here? What are our big goals?”

Innovation 162

Innovation Social Media Technology Brands 162

Experience Investigators by 360Connext

DECEMBER 11, 2014

If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. More Posts - Website Follow Me: The post 5 Customer Experience Fails that Make Entrepreneurs Suffer appeared first on Customer Experience Consulting. How Developed is Your Customer-Centric Strategy for 2015?

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

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. What you find in environments where there’s a lot of innovation and ingenuity is an element of–absolutely–a truthful environment. Bell tells us why truth is vital to trust. My friend Chip R.

Customer Experience 273

Customer Experience Books Consulting Sports 273

InMoment XI

JULY 24, 2024

Customer experience management (CX) can be time-consuming and resource-intensive. 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. What Are Customer Experience Services?

Technology 195

Technology Customer Experience Workshop ROI 195

Beyond Philosophy

APRIL 16, 2021

These rules for managing company politics are here because no one ever officially tells you how to deal with them. Here are the five I have narrowed down to my list: 5 Rules for Successfully Managing Your Company Politics. Is it cost-savings, innovation, or something else entirely? Don’t be naïve.

Management 148

Management Books Consulting Measurement 148

InMoment XI

DECEMBER 1, 2022

Despite increased investment, experience management programs have plateaued. Because experiences don’t need to be managed or measured , they need to be improved. Ultimately, our clients are able to move the needle and go beyond managing their experience to actually improving it. What Is Experience Improvement (XI)?

Automotive 370

Automotive Return on Investment ROI Reference 370

TechSee

NOVEMBER 10, 2020

For decades, service organizations have been proposing innovative ways to cut operational costs in customer service: Let employees bring their own coffee? ??. In addition, they are required to manage costs in a cross-functional manner to avoid the typical tradeoffs that sometimes occur when making changes in service.

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

Experience Investigators by 360Connext

OCTOBER 1, 2014

The Melt, a grilled cheese joint chain, came up with an innovative way to leverage the usually banal QR code to deliver a customer centric service! Why "Out of Order" Isn''t Out of Bounds To Customers - Customer Experience Consulting. This Simple and Coolest Customer Care Idea Will Inspire You - Customer Experience Consulting.

2013 274

2013 E-support 2014 Social Media 274

Experience Investigators by 360Connext

JANUARY 30, 2015

The Melt, a grilled cheese joint chain, came up with an innovative way to leverage the usually banal QR code to deliver a customer centric service! Why "Out of Order" Isn''t Out of Bounds To Customers - Customer Experience Consulting. This Simple and Coolest Customer Care Idea Will Inspire You - Customer Experience Consulting.

2013 252

2013 Customer Service E-support 2014 252

Customer Bliss

MARCH 28, 2019

In my conversation with Allison Pickens, the Chief Operating Officer at Gainsight , a customer success SaaS organization, you’ll hear how her background in strategy and management consulting, and investment banking, allowed her to thrive in her current position. Don’t Be Afraid Innovate. Click To Tweet.

Customer Success 131

Customer Success Management Metrics Customers 131

Experience Investigators by 360Connext

JUNE 4, 2015

I’ve seen robust and amazing mobile experiences led by innovative leaders. 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.

Omnichannel 219

Omnichannel Customer Journey Mapping Webinar Customer Journey 219

Beyond Philosophy

MARCH 19, 2019

What gets them talking to people about your brand is having a unique Customer Experience with moments of Innovative Service, or an Innovative Customer Experience. In other words, a good Customer Experience is important, but an Innovative Customer Experience is better because your customers tell stories about it. Creating “Whoa!”

Innovation 135

Innovation Customer Centricity Loyalty NPS 135

Experience Investigators by 360Connext

JUNE 1, 2017

It’s only been in the last decade that we’ve seen any companies take the time to proactively think about a customer’s journey, and only within the last 5 years or so we’ve seen a steady expansion of those with “experience” or “customer” in their titles at the upper tiers of management.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

SurveySensum

JULY 14, 2020

Annette Franz – Customer Experience Consultant, Keynote Speaker, Author . Augie Ray – Customer Experience Expert, Blogger, Speaker, Consultant. Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Experience Investigators by 360Connext

JANUARY 8, 2018

In one case, a banking client of mine realized the signs on their branch doors were outdated just by asking this question of branch managers. appeared first on Customer Experience Consulting. Maybe you can’t get every fix you want, but asking for these ideas spurs the kind of thinking that leads to real customer experience repair.

Customer Journey Mapping 273

Customer Journey Mapping Airlines Social Media Banking 273

One Millimeter Mindset

DECEMBER 7, 2022

Which type of manager do you think your clients (and colleagues) prefer to depend on? Again, which type of account manager do you think your clients (and colleagues) prefer to trust and depend on? Babette Ten Haken | Professional Innovation | Cross Functional Leadership | Complex Problem Solving | Speaker, Consultant, Mentor |.

Consulting 119

Consulting Innovation Leadership Presentation 119

InMoment XI

APRIL 24, 2024

At its core, a healthcare contact center is a centralized hub equipped with trained personnel and technology to manage inbound and outbound communications related to healthcare services. This capability empowers you to elevate customer experiences on a global scale.

Contact Center 195

Contact Center Healthcare Insurance Social Media 195

CloudCherry

NOVEMBER 11, 2019

Murphy Fraser – Client Success Manager at Skillshare. According to his Anonymous nominator, Bob “evangelizes, showcases, and educates employees, clients & potential clients about innovations, technologies, and offerings through individual and group presentations,” and our own judges have dubbed him “a protégé” in his program.

2019 170

2019 2020 Leadership Consulting 170

Experience Investigators by 360Connext

JANUARY 30, 2024

Discover how this innovation could transform the checkout experience, tackle theft, and what it means for customer engagement. In previous roles, Michelle developed and led two CX practices in the Professional Services (Crowe) and Printing/Manufacturing (Lexmark) industries and was a CX Design consultant and the Sr.

2024 143

2024 Government Customer Experience Professionals Contact Center 143

Alida

DECEMBER 22, 2016

It’s not just Donald Trump’s election that’s signaling a change in the structure of globalism’s future,” says Mary Meehan, founder of research consultancy Panoramix Global, in a Forbes article. Impressive innovations in offline retailing. Globalization, in particular, is in the crosshairs as new world leaders take charge.

2017 0

2017 E Commerce 2016 Social Media 0

CX Accelerator

OCTOBER 26, 2019

With virtual collecting, companies are deeply involved in encouraging the collection habit and in managing an experience so that customers will want to collect their virtual goods for a lifetime. Millions of players collect billions of virtual items in these games every year. Back to CX Accelerator Blog.

Customer Service 182

Customer Service Seminar Travel Customers 182

CX Accelerator

OCTOBER 26, 2019

With virtual collecting, companies are deeply involved in encouraging the collection habit and in managing an experience so that customers will want to collect their virtual goods for a lifetime. Millions of players collect billions of virtual items in these games every year. Back to CX Accelerator Blog.

Customer Service 182

Customer Service Seminar Travel Customers 182