Experience Investigators by 360Connext

NOVEMBER 26, 2014

If your customers mistreated, ignored, unappreciated or neglected when everything is going as expected, how will they feel when you need to make a withdrawal from the relationship bank? It’s well documented that a little mixup can actually increase loyalty when the recovery is handled well. However, there are conditions.

Banking 286

Banking 2012 Loyalty Culture 286

Experience Investigators by 360Connext

OCTOBER 29, 2014

After finishing a frustrating contract with a mobile provider, I received a “No Strings Attached” gift for my loyalty, which was a mobile hotspot. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. I didn’t feel appreciated.

Poor Customer Service 303

Poor Customer Service Loyalty Social Media Consulting 303

eglobalis

SEPTEMBER 5, 2024

CS ensures customers reach their desired outcomes and adopt the product successfully, while CX captures the emotional and experiential aspects of the entire journey with your brand. Combining these perspectives offers a holistic view that drives growth, reduces churn, and fosters deeper customer loyalty.

Metrics 325

Metrics Customer Success 2024 2023 325

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

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

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

Alida

SEPTEMBER 22, 2022

Personalization and two-way communication are key to engage and build loyalty among your customer base.

Engagement 130

Engagement Customer Engagement Loyalty Customer Base 130

Alida

SEPTEMBER 22, 2022

Personalization and two-way communication are key to engage and build loyalty among your customer base.

Engagement 130

Engagement Customer Engagement Loyalty Customer Base 130

InMoment XI

JANUARY 9, 2024

Managing the B2B customer experience is a key growth strategy for organizations across a wide variety of industries. For good reason: delivering great customer experience (CX) leads to increased loyalty, lower churn, more referrals, positive word of mouth, and higher-value customers. References SmartKarrot. “75

B2B 413

B2B Customer Experience Net Promoter Score Customer Journey Mapping 413

ShepHyken

JULY 7, 2023

He writes about how using mobile apps can enhance customer engagement. This has led businesses to mobile application development in order to attract more users and provide high-quality engagement. This week, we feature an article by Manpreet Singh Chawla. At the present time, Google Play and App Store both have over 4.4

Customer Engagement 118

Customer Engagement Engagement Social Media Customer Satisfaction 118

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

C3Centricity

MARCH 12, 2024

The answer is that a business can benefit from technology in this digital age to attract high-quality traffic and engage customers effectively. This guide is for all executives who recognize the critical role that strategic, data-driven customer engagement plays in their company’s success.

Customer Engagement 118

Customer Engagement Engagement Competitive Advantage Entertainment 118

Experience Investigators by 360Connext

DECEMBER 29, 2014

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 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

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

Magellan Solutions

SEPTEMBER 14, 2023

Are you looking for ways to keep your customers engaged with your business? 75% of customers prefer contacting customer service via phone , according to a survey conducted by Zendesk. In today’s business environment, customer engagement plays a role in achieving success.

Customer Engagement 98

Customer Engagement Engagement E-support Call Center 98

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

Topdown

JUNE 13, 2022

Not only within a company, but this also is reflected in the way an organization communicates and interacts with their consumers and customers. From there, trust is built, loyalty is developed, and other positives are able to stem, grow, and compound. Communication truly lays the foundation for any relationship.

Interaction 116

Interaction Communication Customer Engagement Engagement 116

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

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

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

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

JANUARY 5, 2015

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. appeared first on Customer Experience Consulting. Innovation only comes with risk.

Leadership 307

Leadership Consulting User Experience Loyalty 307

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

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

Experience Investigators by 360Connext

OCTOBER 24, 2023

We bring you the intriguing story of VOTO, a company that’s doing just that by combining customer engagement with a social cause. It’s a fantastic example of a business exhibiting its values and connecting with customers on a deeper level.

Retail 270

Retail Connections Innovation Loyalty 270

Experience Investigators by 360Connext

SEPTEMBER 10, 2015

It’s so magical to start designing the beautiful, happy day journey for our customers. 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. […].

Customer Experience 297

Customer Experience Customer Journey Consulting Loyalty 297

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. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. We know what to expect when we walk into a Costco versus a Saks Fifth Avenue.

Customer Experience 297

Customer Experience 2012 2013 2014 297

Experience Investigators by 360Connext

MAY 4, 2015

What opportunities are companies missing by defining the customer experience within the periphery of your store? Customers in your store are given your utmost attention. You have loyalty programs, a no-questions-asked refund policy, customer satisfaction surveys, and perhaps even greeters. And they want to be engaged.

Customer Experience 280

Customer Experience Customer Journey Mapping Retail Hospitality 280

Experience Investigators by 360Connext

APRIL 15, 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.

Social Media 277

Social Media Consulting Banking Blog 277

eglobalis

NOVEMBER 5, 2024

But a few years later, it became clear just how accurately he had anticipated the future of digital interaction and customer engagement. Moreover, Solis’s consistent emphasis on putting the customer at the heart of innovation is a cornerstone of his work.

Leadership 391

Leadership Innovation Books Social Media 391

Experience Investigators by 360Connext

JUNE 22, 2021

There is often a love story in the beginning, and then throughout the relationship the love and even loyalty can wane and drift. In one research study published by the International Journal of Applied Business and Economic Research , Gurpreet Singh, Inderpal Singh and Sandeep Vij identified four antecedents to customer loyalty.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

GetFeedback

DECEMBER 26, 2018

By measuring reliably, companies get an honest look at the factors driving and killing brand loyalty. Google Alerts should notify you of these reviews and mentions, but it’s good to track reviews diligently—and encourage happy customers to share their opinions publicly. Monitoring brand perception. Respond to social media posts.

Measurement 262

Measurement Brands Net Promoter Score Social Media 262

Experience Investigators by 360Connext

APRIL 7, 2015

Never mind that they are sending emails about merging loyalty programs and becoming one airline. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Airlines 307

Airlines Customer Experience Travel Books 307

Magellan Solutions

SEPTEMBER 6, 2023

90% of MIT technology review respondents believe AI improves customer satisfaction —meanwhile, 72% swear by its ability to boost loyalty. revenue surge via customer engagement. Don’t know any chatbots to help with your customer engagement campaign? This makes customers happy and keeps them coming back.

Customer Engagement 98

Customer Engagement Engagement 2023 Social Media 98

Integrity Solutions

APRIL 19, 2024

It provides competitive differentiation, nurtures customer relationships, helps them feel seen and heard , and ultimately leads to increased customer loyalty and repeat business. It’s not surprising that today’s customers are craving a more personalized experience.

Sales 102

Sales Loyalty White Paper Contact Center 102