Experience Investigators by 360Connext

MAY 20, 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 Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

Experience Investigators by 360Connext

MAY 19, 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 Journey Mapping 234

Customer Journey Mapping Customer Journey Workshop Social Media 234

InMoment XI

APRIL 3, 2024

The digital customer experience has become an essential part of the way that consumers navigate the marketplace. They don’t view a transaction as an online experience, a mobile app experience, or a customer service experience, they view it as one continuous experience that they had.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

Beyond Philosophy

JUNE 4, 2015

If you are separating the online channel from the brick and mortar channel, or the mobile online experience from the mobile app, you are missing the advantage of having a consistent experience. To that end here are 3 tips for using the Omni Channel Approach and Mobile Technology to your advantage: 1. Meld the Worlds.

E Commerce 141

E Commerce Sports Retail Omnichannel 141

GetFeedback

APRIL 11, 2019

Once you’ve chosen your criteria for segmenting your customers and developed customer personas, it’s time to put that to use. The way to do that is to create content, and provide users with online experiences that give them more “wow moments.” That content can be shared through your: Webpages .

Advertising 239

Advertising Social Media User Experience Customers 239

Experience Investigators by 360Connext

FEBRUARY 9, 2018

Mixed message can make their way into signage, marketing materials, online experiences, and countless other touchpoints within every customer journey. Does it drive the next best action, or leave them scratching their heads and dropping out of the journey? We’re all guilty.

Touchpoint 207

Touchpoint Customer Journey Mapping Workshop Customer Journey 207

Bold360

APRIL 12, 2021

To uncover how COVID-19 has transformed how customers and companies interact for the long term, we went straight to the frontlines. How is customer engagement changing in the new normal? As self-service tools improve, customer adoption is rising. . The entire customer engagement ecosystem is shifting online. .

Customer Engagement 52

Customer Engagement Engagement E-support Multi-Channel 52

Thunderhead

JULY 2, 2018

Of all the industries, they have a very genuine association with customer engagement – and are uniquely placed to achieve this. Of all the industries, Building Societies have a very genuine association with customer engagement– and are uniquely placed to achieve this. It’s been in the blood for over 250 years.

Customer Engagement 40

Customer Engagement Engagement Banking Financial 40

Beyond Philosophy

FEBRUARY 3, 2015

What about Call to Action in the Retail Experience? Strategy for CTA buttons is all well and good for the online experience, but what about retail experience and the CTAs that help consumers make decisions there? Regardless, the article statistically shows that they had an effect.

CEM 121

CEM 2004 Books Retail 121

Eptica

SEPTEMBER 10, 2015

In a study of European telecoms companies 3% of consumers used a digital channel for customer service – half the number that called. Poor online experience Customers have high, continually rising, expectations. Based on this analysis McKinsey sees four reasons for slow take up of digital service: 1.

Customer Service 76

Customer Service Social Media Contact Center 2015 76

TechSee

MARCH 10, 2021

With so much more of our lives online, companies are prioritizing the need to deliver engaging, frustration-free online experiences for their customers. Remote visual engagement platforms can help companies achieve this goal at every point of the customer journey. Remote assistance is here to stay.

Customer Service 109

Customer Service Demo Engagement Customers 109

Kustomer

NOVEMBER 4, 2020

Collect customer data and analyze it to gain insight into customer behavior. Reduce pressure on customer service staff by automating low level support, allowing them to deal with more difficult inquiries. Increase customer engagement and conversions. Virtual Assistants. Hey Google!) Data, Data, and More Data.

2021 124

2021 Customer Experience E-support Omnichannel 124

Eptica

DECEMBER 2, 2016

So, in order to catch customers ‘in the moment’ (i.e. when they are open to/ or want to be contacted), retailers much be able to access and use shared data from these third parties to target them with personalized experiences. Share this page on: Tweet.

Retail 72

Retail E Commerce 2016 Touchpoint 72

SurveySensum

JUNE 25, 2019

Now the question comes how to improve experience instantly. Imagine a guest has just filled an online experience measurement form and customer experience managers get the instant notifications.

Guest Experience 75

Guest Experience Management Hotels Return on Investment 75

ENGAGE.cx

SEPTEMBER 18, 2015

One of the buzzy topics at VentureBeat’s GrowthBeat conference in San Francisco last month was figuring out how to integrate all of a company’s different views of a customer. it can be incredibly difficult for any company to get a single, cohesive view of the customer from this myriad of physical and digital touch points.

Customer Relationships 67

Customer Relationships Customer Journey Call Center Touchpoint 67

Beyond Philosophy

JUNE 11, 2015

Combine both offline and online experiences, where virtual and in-person activities can be worked into gaming. . – Overcome short attention spans by enabling consumers to quickly move from stage to stage in games. Offer opportunities for sharing, such as informal communication about a preferred product or service.

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

BirdEye

MARCH 31, 2021

That’s why more than 60,000 businesses trust our platform to grow business and manage customer experiences. With more and more consumers becoming accustomed to finding and communicating with businesses online, Experience Marketing is more essential than ever. Conversational Customer Engagement. Leader- SMB.

Marketing 86

Marketing Advertising ROI Online Experience 86

OpinionLab

DECEMBER 18, 2018

Given the plethora of choices that consumers now have, businesses that continuously monitor the customer experience and take rapid action to correct problems are the ones that will win in today’s highly competitive environment. This article was originally posted on the Verint blog.

2018 60

2018 Retail 2017 Consumers 60

OpinionLab

DECEMBER 18, 2018

Given the plethora of choices that consumers now have, businesses that continuously monitor the customer experience and take rapid action to correct problems are the ones that will win in today’s highly competitive environment. This article was originally posted on the Verint blog.

2018 60

2018 Retail 2017 Consumers 60

Optimove

JULY 15, 2024

Stay in touch Be the first to know all about the latest Marketing tips & tricks, Industry special insights and more Why Marketers Should Take Advantage of Web Inbox Web Inbox helps cut through the noise by delivering personalized notifications directly to customers’ web app or desktop inboxes.

Interaction 52

Interaction Multi-Channel Download Customer Journey 52

Beyond Philosophy

NOVEMBER 27, 2020

The outside-in approach is more straightforward when the person approaching is on the outside. Honestly, $900 billion in wasted resources chasing a digital transformation goal that you can’t meet is not a winning strategy. Satmetrix Systems, Inc., and Fred Reichheld.

Net Promoter Score 150

Net Promoter Score NPS Insurance Consulting 150

West Monroe

MAY 24, 2022

From having a digital vision, to developing products and experiences that drive customer engagement, to managing data, technology, people and operations, Peloton is proof positive that every company needs an evolving, nimble digital vision with a focus on remaining agile. Customer Engagement.

Financial 98

Financial 2022 Leadership Apparel 98

CSM Magazine

JUNE 17, 2020

The New Platform Raises the Bar for Live Digital Customer Engagement. Vee24 , the leader in intelligent, conversational, multi-experience solutions, today announced the launch of its latest release, raising the bar for live online customer engagement. About Vee24.

Automotive 52

Automotive Engagement Multi-Channel Banking 52

Eptica

FEBRUARY 26, 2016

With so much spend now gravitating online, it’s particularly important for bricks and mortar retailers to match or even exceed online customer experience if they want to thrive. How can the physical store environment distinguish itself from an online experience? Share this page on: Tweet.

Retail 50

Retail E Commerce Customer Experience Apparel 50

Eptica

DECEMBER 11, 2015

Customers are dissatisfied with service online and offline There is widespread frustration with customer service levels on both sides of the Atlantic. One third (33%) of British consumers and 35% of those in the US are unhappy with the online experience , a figure that rises to 37% in store in the UK, and 40% in the US.

E Commerce 49

E Commerce Customer Service 2015 Social Media 49

Eptica

JANUARY 22, 2016

This polled 1,000 US and 1,000 British consumers on Cyber Monday about their experience of online customer service during the holiday shopping season. In store 40% were unhappy with the service they received. Share this page on: Tweet.

2015 49

2015 E Commerce Customer Service Social Media 49

Optimove

AUGUST 15, 2023

A frictionless user experience. Passersby were directed to a mobile website that showcased destination videos, flight offers, and holiday packages, creating an engaging and immersive brand interaction during their daily commute. When scanned, QR codes can direct customers to product pages, promotional offers, or video demonstrations.

Brands 52

Brands Marketing Events 2012 52

inmoment

APRIL 21, 2020

Below are three steps organizations can take to orient their customer listening strategy toward a more holistic vision. #1: Digital intercepts are specific points in the online experience where feedback could be collected about a key point in the customer journey. 1: Target Digital Intercepts.

Feedback 52

Feedback Customer Journey Social Media Call Center 52

CSM Magazine

DECEMBER 2, 2015

billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. This is according to new research from multichannel customer engagement software provider Eptica. 37% of Britons are unhappy with the experience in store, with 27%. Despite record UK sales of £1.1

2014 40

2014 2015 Customer Experience Retail 40

ShepHyken

SEPTEMBER 5, 2022

4 Ways Digital Evolution Has Changed Customers’ Ideas About Patience by Scott Clark. CMSWire) We know that customers expect answers to service inquiries within an hour, and they also expect their online experiences to be convenient and fast, with their questions answered and their goals accomplished.

Article 69

Article Net Promoter Score 2022 Customer Service 69

Pointillist

JUNE 15, 2018

Many companies, in such circumstances, identify shorter-term behavior that can be used as a proxy for customer retention. Getting customers engaged in shorter-term activities often bodes well for long-term customer retention. Their convenient online experience for selection and shipping is also rated highly by customers.

Customer Retention 110

Customer Retention Loyalty Programs Customer Journey Loyalty 110

Storyminers

AUGUST 21, 2018

If your business is one that needs to appeal to both younger and older consumers, your best bet is to reach out both online and offline in an attempt to cover all your bases. Here are nine ways to customize your in-store and online experience to reach multiple generations: 1. In-Store and Online Experience.

Customer Experience 49

Customer Experience Social Media Advertising Customers 49

Lumoa

JUNE 26, 2023

You can build engagement by hosting social media contests, creating an in-store loyalty program, or simply asking customers to like their favorite posts from your brand. Retail company Lifestyle has significantly improved its retention rate by focusing on customer engagement.

Omnichannel 78

Omnichannel Customer Experience Net Promoter Score Social Media 78

Kustomer

NOVEMBER 4, 2020

Collect customer data and analyze it to gain insight into customer behavior. Reduce pressure on customer service staff by automating low level support, allowing them to deal with more difficult inquiries. Increase customer engagement and conversions. Virtual Assistants. Hey Google!) Data, Data, and More Data.

2021 52

2021 Customer Experience E-support Omnichannel 52

Lumoa

JULY 17, 2023

Reduced customer returns: Trying on products virtually results in more confident purchasing decisions and fewer returns. Enhanced user experience: Unique, functional, and compelling AR experiences attract new customers and increase sales.

Customer Experience 78

Customer Experience Omnichannel Multi-Channel Competitive Advantage 78

Magellan Solutions

JANUARY 24, 2024

This approach boosts customer satisfaction and builds lasting engagement. The Impact on Customer Engagement The ability answering service transforms routine interactions into memorable engagements. It prioritizes seamless experiences and uses advanced technology. It creates a sense of connection.

Customer Service 52

Customer Service Customer Satisfaction Connections Interaction 52

West Monroe

MAY 24, 2022

From having a digital vision, to developing products and experiences that drive customer engagement, to managing data, technology, people and operations, Peloton is proof positive that every company needs an evolving, nimble digital vision with a focus on remaining agile.

Financial 52

Financial 2022 Leadership Apparel 52