Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. And they will be rewarded for that focus on the customer! And the results that go with them!)

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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. 67% of consumers see reviews as influential when choosing a new auto service. Automotive consumers visit an average of 4.2

Automotive 260

Automotive Management Social Media 2024 260

CSM Magazine

SEPTEMBER 19, 2024

Consumers, investors, and even governments are looking more closely at how companies manage their environmental impact. The Role of Education in Sustainability Leadership Incorporating sustainable practices into a business strategy is not something that happens overnight. Another exciting area of innovation is in materials science.

Government 52

Government Culture Innovation Transportation 52

Experience Investigators by 360Connext

JUNE 8, 2021

It might be easy to dismiss that if you are in a business that serves other businesses instead of individual consumers. Invite employee feedback for innovation. Visibility around these submissions also creates collaboration for future innovation and ideas. Look for the trends and then plan around them.

Healthcare 271

Healthcare Customer Journey Mapping Customer Journey 2013 271

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Experience Investigators by 360Connext

JUNE 4, 2024

There is a struggle between providing the best customer experience and appropriately protecting consumer privacy. Truata’s Global Consumer State of Mind Report —which I participated in for its 2020 edition—showed the majority of global customers: Are more likely to be loyal to a brand that uses personal data appropriately (69%).

2023 143

2023 2022 Connections Consumers 143

Experience Investigators by 360Connext

JUNE 4, 2024

There is a struggle between providing the best customer experience and appropriately protecting consumer privacy. Truata’s Global Consumer State of Mind Report —which I participated in for its 2020 edition—showed the majority of global customers: Are more likely to be loyal to a brand that uses personal data appropriately (69%).

2023 143

2023 2022 Connections Consumers 143

Experience Investigators by 360Connext

JUNE 4, 2024

There is a struggle between providing the best customer experience and appropriately protecting consumer privacy. Truata’s Global Consumer State of Mind Report —which I participated in for its 2020 edition—showed the majority of global customers: Are more likely to be loyal to a brand that uses personal data appropriately (69%).

2023 143

2023 2022 Connections Consumers 143

PK

APRIL 16, 2020

Post-recession demand from consumers for greater transparency, mobility and digital connectivity has driven advancements, but risk management, compliance and cost optimization remain top concerns for today’s banks. The post Consumer demand driving advancements in financial services appeared first on PK. About the author.

Financial 52

Financial Consumers Banking Virtual Agent 52

Second to None

SEPTEMBER 25, 2018

Any brand that hopes to connect with consumers is must reckon with the powerful nature of public scrutiny in the digital age. Consumer trust is a lucrative yet brittle aspect of any brand’s customer experience platform and the viral potential of negative public relations can instantly tarnish the public’s perception of your organization.

Consumers 109

Consumers Brands Social Media 2010 109

One Millimeter Mindset

MAY 11, 2022

It’s much less time-consuming and costly to do you homework (and yeah, duke things out) ahead of surging forward. Otherwise, you once again become stuck spinning your wheels in costly, time-consuming, emotionally-exhausting mid-cycle drama. Think you are in a time crunch at the beginning of a sales or project? Make sense?

Innovation 88

Innovation Sales Customer Retention Consulting 88

Experience Investigators by 360Connext

JUNE 22, 2015

67% of consumers have used a company’s social media site for servicing, according to J.D. Share innovation as it happens. Make short videos for Instagram or Vine explaining the innovations as they happen and the challenges around them. Social can help your leadership seem more down-to-earth and in tune with customers.

Social Media 233

Social Media Engagement Magazine Innovation 233

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

They want to know how to increase loyalty and revenue and all that good stuff. 92% of customers feel a poor service experience decreases their loyalty. 81% of consumers are prepared to pay more for a better customer experience! 92% of customers feel a poor service experience decreases their loyalty. We have been there.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Experience Investigators by 360Connext

JUNE 1, 2017

Yes, those moments of delight can create great stories of loyalty, but what all of us are seeking as customers are simple ways to get what we need. They are the front line for your leadership. It’s not always about the sexy innovation. Stop talking about innovation, and just do it! And it all comes back to culture.

Net Promoter Score 165

Net Promoter Score Innovation Culture NPS 165

OpinionLab

MARCH 8, 2016

Empowering your consumers is the key to improved customer experience. I’ll always remember a session at an Advertising Research Foundation conference in 2008 delivered to an audience of consumer research professionals in New York City. Empowered consumers need to believe they have a share, she reasoned.

Consumers 96

Consumers 2008 2012 Banking 96

One Millimeter Mindset

DECEMBER 15, 2021

Why not leverage existing core competencies with a smidge more of creativity and innovation? Smart teams and organizations explore the innovation and creativity which reside at the edges of (and beyond) their core competencies. Consequently, you do not cease to be a consumer when you enter the workplace. Are you in or out?

Innovation 90

Innovation B2C Workshop 2022 90

COPC

JANUARY 9, 2024

This achievement, which includes its business-to-consumer locations in the United States and Australia, marks a pivotal moment in Mastercard’s ongoing commitment to customer service excellence. We also look at how the service experience impacts customer loyalty and lifetime value.

Customer Experience 76

Customer Experience Net Promoter Score Customer Care 2024 76

Experience Investigators by 360Connext

MARCH 24, 2015

Michael Perman , Dean of Innovation from Gap, Inc. discussed how challenging it is to think of innovation in positive terms. Thinking about innovation in these terms is limiting. Kevin Gibson , Consumer Experience Leader, Humana, shared how Humana has been evolving their brand and the experience to match it.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Talkdesk

NOVEMBER 13, 2020

However, as I look toward the end of what has undoubtedly been one of the hardest years of our lives, it’s gratitude that now consumes my thoughts. . After all, innovation is a collaborative process, and innovation is a Talkdesk hallmark. They’ve found innovative ways to support our customers in their greatest time of need.

Contact Center 111

Contact Center 2020 Roadmap Leadership 111

CX University

MAY 16, 2023

A positive customer experience can lead to customer loyalty, repeat business, and positive word-of-mouth advertising, while a negative experience can have the opposite effect. Engaged employees are more likely to deliver exceptional service, be productive, and create a positive work culture that encourages teamwork and innovation.

Engagement 98

Engagement Customer Experience Advertising Culture 98

Second to None

APRIL 3, 2018

2] Fast-casual brands need to make sure they are churning out positive customers via these interactions, because it is an easy source of establishing loyalty. By establishing this loyalty via online interactions, your brand will be cementing its place as a significant player in the industry, especially as these avenues become more pervasive.

Consumers 63

Consumers Brands Rewards Programs Loyalty 63

Currency Alliance

JANUARY 22, 2020

The top loyalty jobs are tough. Every CEO waxes lyrical about the importance of loyalty. And yet, many loyalty programs are run like barnacles on the side of a business: battling for budget, rather than being nurtured as the core way to engage customers via every channel and touchpoint. Points alone don’t earn much loyalty.

Loyalty 40

Loyalty Brands Loyalty Programs Rewards Programs 40

PeopleMetrics

FEBRUARY 18, 2021

In this session, we talk about closed-loop feedback best practices, share some examples of closed-loop feedback processes and communications, and show you a few ways to use customer feedback to increase customer loyalty, improve employee experience, and grow your business. Watch on YouTube. ? ? ?. PeopleMetrics LIVE!

Feedback 62

Feedback Customer Centricity 2021 Loyalty 62

Beyond Philosophy

JUNE 17, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. Like any proactive form of outreach to consumers, including classic advertising approaches, content must have discipline around investment and return. Michael Lowenstein, Ph.D., Defining the Objective(s) and Mechanics of Your Content Marketing Strategy.

Consumers 96

Consumers Connections Social Media Advertising 96

Currency Alliance

MAY 31, 2018

How many innovative ideas do you have to improve your area of the business? I’d say if it’s less than about eight, you are a manager and not an innovator. But innovation – and in particular, digital disruption – is now spelling the difference between the businesses that succeed, and those that fail. Innovation as a policy.

Innovation 40

Innovation Loyalty Travel Retail 40

Currency Alliance

MAY 31, 2018

How many innovative ideas do you have to improve your area of the business? I’d say if it’s less than about eight, you are a manager and not an innovator. But innovation – and in particular, digital disruption – is now spelling the difference between the businesses that succeed, and those that fail. Innovation as a policy.

Innovation 40

Innovation Loyalty Travel Retail 40

ShepHyken

MARCH 18, 2024

New research from the Kearney Consumer Institute (KCI) indicates that there are clear distinctions between loyal customers and brand superfans, which creates even more opportunity for brands to build and nurture shopper relationships — and influence buying behaviors. And beyond loyalty is a brand fan. I love repeat business.

2024 80

2024 Article Customer Service Government 80

Beyond Philosophy

JUNE 1, 2015

CMC, is Thought Leadership Principal for Beyond Philosophy. And, what is the impact of loyalty programs on enterprise profitability? Overall, companies with loyalty programs have grown at about the same rate as companies without them; but there is variance in performance value among industries. Michael Lowenstein, Ph.D.,

Loyalty Programs 84

Loyalty Programs Loyalty Airlines Hotels 84

inQuba

APRIL 4, 2023

Businesses globally have had to respond to rapidly shifting market and consumer dynamics, with varying success. The proliferation of Internet of Things (IoT) has enabled businesses to understand consumer behaviour through a number of new and interesting channels.

Competitive Advantage 52

Competitive Advantage Customer Centricity Culture Customer Journey 52

inQuba

APRIL 4, 2023

Businesses globally have had to respond to rapidly shifting market and consumer dynamics, with varying success. The proliferation of Internet of Things (IoT) has enabled businesses to understand consumer behaviour through a number of new and interesting channels.

Competitive Advantage 52

Competitive Advantage Customer Centricity Culture Customer Journey 52

Kustomer

APRIL 14, 2023

At the event, the Kustomer team showcased how the platform enables every business to connect with consumers on the channels they love with CX solutions to help grow relationships, build loyalty and drive efficiency at scale. Check out the activations below. Our customer sessions featured Pura Vida, Feastables and sweetgreen.

2023 52

2023 Retail Hotels Events 52

CSM Magazine

JUNE 26, 2024

The firm’s leadership team has decades of BPO experience with Fortune 500 giants such as Verizon, United Healthcare, Microsoft, Chase, and eBay. Today’s consumers demand personalized, efficient, and empathetic interactions across all touchpoints. The strategic benefits of prioritizing CX in outsourcing are manifold.

Customer Service 52

Customer Service Culture Healthcare Touchpoint 52

One Millimeter Mindset

APRIL 6, 2022

However, when business stories contain high-level, big-idea information, people may not be able to easily consume what you are saying to them. Keep in mind that you, yourself, are far more comfortable with the innovations and changes you propose than your colleagues. Then engage me to present a One Millimeter Mindset program!

Innovation 94

Innovation Consulting Leadership Presentation 94

CX University

JULY 31, 2024

Today’s consumers seek prompt responses and personal and transparent interactions, placing a high value on trust as the cornerstone of enduring relationships. The initiative gained further credibility and urgency when it was introduced by the President of the company, signaling a strong commitment from the top echelons of leadership.

Chief Customer Officer 52

Chief Customer Officer Culture Retail Innovation 52

One Millimeter Mindset

FEBRUARY 15, 2023

There is no amount of caffeine or energy drinks you can consume to be full-on. Babette Ten Haken’s One Millimeter Mindset speaking, consulting, and mentoring programs catalyze people to collaborate more innovatively by moving one purpose-driven one millimeter beyond the mindset holding you back from moving forward. Your thoughts?

Consulting 85

Consulting Innovation Leadership Consumers 85

CSM Magazine

NOVEMBER 9, 2022

Post-pandemic companies are faced with evolving and reimagined consumers, according to Accenture. Forbes article The Top 100 Most Customer-Centric Companies Of 2022 shared that the focus of customer-centric companies is making their consumers “feel good”. Loyalty & Advocacy – Will this customer recommend your brand?

Customer Journey 52

Customer Journey Customer Centricity Multi-Channel Customer Relationship Management 52