eglobalis

OCTOBER 14, 2024

Certifications are effective for establishing a foundation, but they don’t go far enough in teaching critical thinking, problem-solving, transformation, change management, or practical application. Bain offers CX consulting and training services heavily centered on NPS and customer feedback systems.

Customer Experience 345

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 345

Experience Investigators by 360Connext

DECEMBER 5, 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. appeared first on Customer Experience Consulting.

Social Media 244

Social Media Consulting Leadership Innovation 244

Customer Bliss

OCTOBER 24, 2017

In this episode, Anahita Reilly walks us through her customer experience maturity map and actions to unite the leadership team, map the customer journey and drive transformation. In order to work through implementing new customer experience designs, you’re operating in a form of change management, which is essentially like change therapy.

Government 85

Government Leadership Customer Experience Chief Customer Officer 85

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. Loyalty does not mean forever for customers.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Experience Investigators by 360Connext

JUNE 3, 2015

Many of these questions weren’t available as choices in their system, so she recorded things in her notebook, created the best instructions she could, and brought it to the call center manager. In this case, the call center manager was simply reflecting the data-driven culture of the company. It’s one of my favorites.

Customer Service 283

Customer Service Call Center Social Media Consulting 283

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

Experience Investigators by 360Connext

DECEMBER 17, 2014

He’s a #CX pioneer with several start-ups and consulting practices under his belt, a client roster of 400+ companies in 25 countries, who claim $1.5B+ in additional value from their work with him. Currently, Mike is the founder and managing principal at Storyminers in Atlanta, GA.

Innovation 275

Innovation Connections Consumers Sports 275

Experience Investigators by 360Connext

JANUARY 7, 2015

And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. If the leadership is referring to shareholders exclusively, the customers are forgotten. Blog Culture Customer Experience Featured c-suite leadership linkedin'

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

CX Accelerator

JUNE 8, 2020

These could be strategic calls to key customers to ask them about their experience. ,, Murphy Fraser , Client Success Manager at Skillshare, also recommends investigating customer activity on your website as a means of “interviewing” them. Jeremy Watkin is a CX leader, contact center veteran, and Product Marketing Manager at 8X8.

Social Media 345

Social Media Contact Center Call Recording Voice of Customer 345

Customer Bliss

APRIL 23, 2021

My gift to you is sharing conversations with these incredible colleagues through my podcast to help you further your career and develop your leadership skills. Bell needs no introduction in this industry; he’s authored numerous influential books and is a trusted speaker and consultant. Bell tells us why truth is vital to trust.

Customer Experience 273

Customer Experience Books Consulting Sports 273

Experience Investigators by 360Connext

DECEMBER 8, 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. Featured image by Elvert Barnes via Creative Commons license.

Customer Journey Mapping 252

Customer Journey Mapping Social Media Loyalty Consulting 252

Experience Investigators by 360Connext

NOVEMBER 20, 2014

Annie has been specializing in the field of Customer Experience Management for over ten years, but has dabbled in lots of different parts of business. She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

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. This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! Where have we gone wrong?

Customer Focused 289

Customer Focused Culture Social Media Communication 289

Experience Investigators by 360Connext

FEBRUARY 5, 2015

In some of the locations, they posted his picture in the aisles and organized on-site protests, demanding his return to leadership. Employees ranging from managers to stock boys firmly declared loyalty to “Arthur T.” ” In a recent example, deli worker Shane made us laugh by posting the notes from the management.

Customer Engagement 212

Customer Engagement Engagement Retail Leadership 212

Experience Investigators by 360Connext

NOVEMBER 10, 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. Frosty Man and Seattle Municipal Archives via Creative Commons license.

B2B 271

B2B B2C Social Media Retail 271

Experience Investigators by 360Connext

FEBRUARY 12, 2015

We use SaaS products for everything from payroll management to paying our taxes to publishing our newsletters to writing our books. Consulting Speaking Workshops/Training Webinar Work with us Guest blogging Other Your Message *. Software-as-a-Service, commonly referred to as SaaS, continues to grow in both size and scale.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

Experience Investigators by 360Connext

SEPTEMBER 28, 2016

However, employee engagement is emotional and often hinged on the very last experience an employee might have – with his or her manager, with co-workers, with an angry client, or even with you. The post 5 Epic Employee Engagement Issues You Never Noticed appeared first on Customer Experience Consulting.

Engagement 288

Engagement Consulting Loyalty Management 288

Experience Investigators by 360Connext

JANUARY 30, 2015

Mariano’s leadership clearly understands the experience for the customer goes way beyond putting the lid on the soup. Leadership at this particular store saw it as important, and I’m betting it’s a consistent experience at other stores, too. Consider what this means. Workers are trained, clearly, on how to do this.

2013 252

2013 Customer Service E-support 2014 252

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. We discussed Dunbar’s number and limitations of managing groups of people on a recent podcast. Once you understand your limitations, you can discover the actual number of people you can effectively manage. Yep, you guessed right, not much.

Management 156

Management Social Media Call Center Connections 156

InMoment XI

MARCH 2, 2022

As viewed by many consulting organizations in their evaluations of this unfolding era of chronic talent shortages coupled with low unemployment rates, the conjoined, common themes of enterprise humanity and reframed purpose seem to be among the most attainable stakeholder prescriptives for dealing with the current employee landscape.

Culture 195

Culture Connections Leadership Consulting 195

Customer Bliss

SEPTEMBER 27, 2018

Once Lucy collected her feedback, she presented the state of Genesys to leadership by categorizing her findings into three categories: What’s your hill? Prior to Genesys, she served as senior vice president of global customer care at Global 360, a Texas-based leader in business process management software, acquired by Open Text.

Communication 222

Communication Chief Customer Officer 2012 Presentation 222

Customer Bliss

MAY 30, 2017

He had several interesting takeaways on customer experience management and transforming CX throughout this interview; I’d encourage you to listen to the entire episode when you get some time. Claudiu serves as a member of Citizens Executive Leadership Group and is also a part of the Harvard Business Review Advisory Council.

Financial 121

Financial Banking Healthcare Leadership 121

ShepHyken

SEPTEMBER 4, 2023

Despite the high investment of $300 billion annually worldwide on leadership development, surveys consistently show that employees still feel disengaged. They leave their managers. Boston Consulting surveyed 200,000 workers across the globe to find what motivates them the most.

Leadership 94

Leadership Culture Financial Retail 94

Beyond Philosophy

MARCH 28, 2019

Managing our risk aversion and the risk aversion of our customers is a significant part of providing an excellent Customer Experience. Luckily, there are a few ways to manage uncertainty—and its related risk. The manager has a phrase I quite like that applies here. I even told my training manager to put on his researcher hat.

Management 143

Management Consulting 2019 Banking 143

Experience Investigators by 360Connext

MARCH 16, 2015

Jeannie Walters is a TEDx speaker with more than 16 years of experience leading discussion and delivering keynotes as well as leadership and motivational addresses for conferences and corporate events around the world. Events for Customer Experience Excellence appeared first on Customer Experience Consulting. Your Name *.

Events 223

Events Customer Experience Webinar Telecommunications 223

BirdEye

DECEMBER 8, 2023

So, it’s pretty clear that corporate reputation management (CRM) isn’t just about following trends. However, managing corporate reputation could be tricky for many companies. If you’re looking for ways to set up or streamline your business’s online reputation management strategy, look no further.

Management 116

Management Social Media Brands Consulting 116

TechSee

NOVEMBER 10, 2020

Customer service leadership must abandon any short-term initiatives to reduce customer service costs and instead find sustainable cost optimization tactics that will allow for business resilience. How to Reduce Customer Service Costs Sustainably. The FTF rates are raised, and the time spent on site is shortened.

Customer Service 207

Customer Service Contact Center Average Handle Time Consulting 207

CloudCherry

NOVEMBER 11, 2019

Sarah made an incredible video with testimonials from Customers, Employees, and Executive Leadership. Murphy Fraser – Client Success Manager at Skillshare. Jenny Dempsey – CX Manager at NumberBarn, and our 1 st Place CX Influencer. Becky Roemen – Senior CX Consultant at TTEC, and our 2 nd Place CX Influencer.

2019 170

2019 2020 Leadership Consulting 170

Beyond Philosophy

NOVEMBER 27, 2017

In our global Customer Experience Consultancy, we developed a Customer Experience Assessment model called Naive to Natural to determine a company’s level of customer centricity. Culture & Leadership. Marketing & Brand. Everyone interacts with customers. Everyone interacts with customers, a lot.

Customer Centricity 160

Customer Centricity Leadership Consulting Culture 160

Customer Bliss

MARCH 28, 2019

One of the things I like most when talking to people about their career journeys is understanding how the skills they’ve learned along the way help them succeed in their current leadership role. Determine what activities the specific function manages so people know exactly what they should be doing when they get to work in the morning.

Customer Success 131

Customer Success Management Metrics Customers 131

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

InMoment XI

AUGUST 16, 2024

This can be because of a lack of strategy, organizational resistance, poor change management, or any other number of reasons. Scaling often requires the introduction of more advanced digital tools to manage larger volumes of data, customers, or tasks. Leadership Buy-In: Engage leadership to act as champions for the initiative.

2024 195

2024 Omnichannel Customer Journey Mapping Technology 195

Experience Investigators by 360Connext

OCTOBER 24, 2016

The post Improve the Experience by Asking the Impossible Questions appeared first on Customer Experience Consulting. Asking questions without limitations can lead to a better experience for your customers.

Consulting 252

Consulting Customer Experience Customers Engagement 252

BirdEye

OCTOBER 31, 2023

Choosing the best reputation management company for your business can boost your online reputation, amplify positive feedback, and effectively handle any negative remarks. Here’s a guide on choosing the right reputation management company for your business in 2023, featuring a list of the top 7 reputation management companies.

Management 111

Management Social Media Multi-Channel Feedback 111

Bill Quiseng

MARCH 1, 2021

Having had a long career in hospitality, I especially learned from Dr. Michelli’s The New Gold Standard: 5 Leadership Principles for Creating a Legendary Customer Experience Courtesy of the Ritz-Carlton. So it is a real privilege for me to feature such a timely post from him. Michelli , Ph.D.,

Books 148

Books Leadership Hospitality Consulting 148

Experience Investigators by 360Connext

MARCH 8, 2017

They feel as if they are seeing what’s wrong but aren’t seeing any commitment from leadership or others to how to fix it. The post 3 Myths that Prevent You from Understanding Customers appeared first on Customer Experience Consulting. These change agents are frustrated. I challenge this as a myth because I know there are others.

Leadership 204

Leadership Customer Journey Reference Customers 204

Experience Investigators by 360Connext

JUNE 9, 2015

Stan Phelps Stan Phelps is the founder of 9 INCH, a consultancy that helps brands obtain customers that are four times as valuable as ordinary customers. to Improve the Customer Experience appeared first on Customer Experience Consulting. Click here to download your copy.

Customer Experience 292

Customer Experience Net Promoter Score Hotels 2011 292