Experience Investigators by 360Connext

OCTOBER 27, 2020

Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. This feedback could provide clues about where customers want you to listen more. It’s also not realistic to insert a clunky survey experience in the middle of a sleek mobile tool.

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

Experience Investigators by 360Connext

OCTOBER 6, 2014

It’s one thing to hear customers are complaining about something, it’s another to stand there and hear the complaint directly. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

InMoment XI

NOVEMBER 26, 2024

Improved Customer Experience All of these benefits connect to creating a customer experience that consistently meets or exceeds customer expectations. Touchpoints refer to the places where your customers interact with your business.

Customer Journey Mapping 195

Customer Journey Mapping Customer Experience 2024 Customer Journey 195

Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. Change or eliminate touchpoints that aren’t working for the customer’s benefit.

Touchpoint 187

Touchpoint Customer Experience Professionals Advertising Social Media 187

Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. Change or eliminate touchpoints that aren’t working for the customer’s benefit.

Touchpoint 173

Touchpoint Customer Experience Professionals Advertising Social Media 173

ShepHyken

JULY 8, 2019

Roger Dooley, the author of Friction, shares a story about a high-effort, friction-laden customer experience that reminds us how important it is to be easy (or, at least easier) to do business with. If You Don’t Use These Social Media Tips to Improve Customer Service, You’ll Hate Yourself Later by Larry Kim.

2019 118

2019 Article Customer Service Social Media 118

Experience Investigators by 360Connext

APRIL 14, 2020

If you don’t have any data: Consider places that can give you some, like customer service case codes and social media discussions. Customer feedback and emotional data. Customer behavior and actions. What are your customers saying on social media? Systems, procedures, and touchpoints.

Customer Journey Mapping 374

Customer Journey Mapping Workshop Customer Journey Touchpoint 374

InMoment XI

MARCH 6, 2024

Customer Centric Quotes The first set of quotes about customer experience highlights the importance of focusing on the customer. We see our customers as invited guests to a party, and we are the hosts. It highlights the importance of online reputation management and the type of impact it has on customer experience.

Customer Experience 195

Customer Experience Social Media Customer Centricity Feedback 195

Customer Bliss

DECEMBER 22, 2016

In the economic downturn, there was a great and lasting appreciation, understanding and criticality around organic growth of the customer base. Secondly, Omni-channel and social media challenges has increased and driven them to recognise that they must find a clear operational and behavioral way to show up to customers in a different way.

Chief Customer Officer 0

Chief Customer Officer 2017 Social Media Leadership 0

GetFeedback

JULY 19, 2019

Combined viewpoints: Customers are complex and nuanced, just like each of us is. Using both s tructured feedback, like CSAT scores and NPS ratings, with unstructured feedback, like customer’s verbatim responses on surveys and social media, provides a richer, more robust picture of the customer.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Well, dial back your expectations a little.

Customer Centricity 282

Customer Centricity Social Media Customer Service Representative Contact Center 282

Chattermill

MAY 12, 2019

Top 20 Books Every Customer Experience Professional Needs to Read Now. Customer Experience. We’ve also picked up a ton of insights by making our way through lots of books written by Customer Experience Guru's. Customer Experience Books. for better customer experience.

Customer Experience Professionals 56

Customer Experience Professionals Books Customer Experience Hotels 56

TechSee

FEBRUARY 5, 2019

If 2018 was a year when customer experience professionals came under intense pressure to map out tangible results from heavy investment, 2019 is shaping up to be the year when next generation customer experience will deliver on the promise of a wide range of new technologies.

2019 173

2019 Customer Experience ROI 2025 173

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Think Customers

OCTOBER 13, 2015

Big Data can provide marketers and customer experience professionals with a wealth of information about customers such as web pages they've visited, sentiments they've shared about brands on social media sites, and other information that can provide insights about customers' preferences, needs, and behaviors.

Customer Experience 81

Customer Experience Social Media Customer Experience Professionals Customer Care 81

ReviewTrackers

AUGUST 24, 2020

This quotes captures the essence of how, in today’s age, user-generated content (such as online reviews, blog posts, and social media comments) can make or break a business. Only when you know your customers inside-out will you be able to captivate and delight them. What do they really think of your products and services?

Customer Experience 124

Customer Experience Multi-Channel Social Media Customer Centricity 124

Alida

AUGUST 8, 2016

Jobs most at risk are those which include repetition (like tracking, customer satisfaction, and concept testing), those which can be performed faster by a computer (coding, reporting, charting), and those that can be performed better by a computer (scripting, progress management and social media).

Marketing 174

Marketing 2016 Customer Centricity Presentation 174

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. The first wave of customer experience professionals have had to create our own paths. There was no text book or standard curriculum when it came to customer experience. Take Advantage of Social Media.

2019 146

2019 Social Media Webinar Events 146

Totango

MARCH 8, 2022

A customer success community is a group of professionals who wish to grow in their customer success careers and share a common interest in helping clients achieve desired outcomes. Customer success communities usually operate through digital channels such as social media, apps, chat rooms, online forums, and email lists.

2022 122

2022 Customer Success White Paper Seminar 122

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Well, dial back your expectations a little.

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

Experience Investigators by 360Connext

FEBRUARY 18, 2020

What makes this course great: Use data to gather insights without forgetting that your customers are human. Uncover the questions to ask to get more ideal customers and keep them loyal. Learn how to identify your ideal customer using data from Google, social media, marketing automation platforms, ad metrics, and more.

Customer Experience 35

Customer Experience Customer Journey Mapping Customer Journey Customers 35

Experience Investigators by 360Connext

JULY 12, 2022

Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. This feedback could provide clues about where customers want you to listen more. It’s also not realistic to insert a clunky survey experience in the middle of a sleek mobile tool.

Customer Journey 143

Customer Journey Feedback Social Media Customer Journey Mapping 143

Hallmark Business Connections

JULY 27, 2021

Incorporate social media. People who engage regularly with a company on social media are often ideal targets for personalized marketing pieces. Test the Waters: Try Life Event Marketing. Data is Like an Amusement Park.

Marketing 98

Marketing Events Social Media 2021 98

CX Accelerator

MARCH 9, 2020

Having spent the first six years of my professional career working with some of my closest friends in a tight-knit office where my work was well-respected, I got comfortable. I could see the writing on the wall and feared that my role in managing social media and PR for a local boutique agency might soon be in jeopardy.

Contact Center 182

Contact Center Social Media Travel Advertising 182

CX Accelerator

MARCH 9, 2020

Having spent the first six years of my professional career working with some of my closest friends in a tight-knit office where my work was well-respected, I got comfortable. I could see the writing on the wall and feared that my role in managing social media and PR for a local boutique agency might soon be in jeopardy.

Contact Center 182

Contact Center Social Media Travel Advertising 182

ijgolding

JANUARY 22, 2018

In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. Design your website with user-experience in mind.

2018 76

2018 Customer Experience Social Media Contact Center 76

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Well, dial back your expectations a little.

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

ShepHyken

AUGUST 8, 2016

Each week I read a number of customer service articles from various online resources. Five Questions Customer Experience Professionals Are Asking Today by Michael Hinshaw. McorpCX) Everyone is talking about customer experience. What Exactly Is The Future of Customer Service? by Dan Gingiss.

Net Promoter Score 80

Net Promoter Score 2016 Article Customer Service 80

SurveySensum

JULY 9, 2021

Do we need to post more on social media?” . They focus on building social media channels, learning the latest marketing trends, competitors, and other things. Why is it important for CX Professionals to be empathetic? And then they ask themselves, . “Do Should we dive headfirst into the latest marketing trend?”.

Social Media 98

Social Media ROI NPS Loyalty 98

Bold360

JANUARY 19, 2017

Customer service has never been more important. Businesses are beginning to understand that customer experience is the difference between social media shares and bad publicity, between creating brand ambassadors or handing over the profits to your competition. Simply put, between conversion and churn. Bill Quiseng.

2017 91

2017 Customer Experience Books Consulting 91

SurveySensum

JULY 14, 2020

XM Scientist and Co-Founder at Effectly AB and experiasummit.com, Joakim Thörn is a subject-matter expert and a speaker who specializes in facilitating and helping clients expand their market presence through experience-based differentiation. Jaakko Männistö is an entrepreneur, Founder, and Omnichannel Customer Experience Professional.

2020 132

2020 Customer Experience Magazine Consulting 132

ProProfs Chat

JANUARY 17, 2020

The anger among customers grew when Diane Mager, the CEO of the Customer Experience Professionals Association, talked about the incident but didn’t pinpoint the problems that needed to be discussed. Using such a tool, your customers get instant satisfaction, and your agents, too, can understand the problem easily.

Customer Service 97

Customer Service Social Media Document Poor Customer Service 97

ijgolding

NOVEMBER 16, 2015

Whilst the meaning behind the phrases is perfectly well intended, all too often the words and their meaning are dismissed by those looking for any excuse to resist a focus on ‘the customer’. Last week I, along with thousands of other Customer Experience Professionals, proudly celebrated the third global CX Day.

Engagement 91

Engagement Customer Experience Professionals Customer Centricity Presentation 91

ijgolding

NOVEMBER 28, 2014

Unbeknown to United at the time, Dave Carroll is a Canadian musician and a member of the band ‘Sons of Maxwell’ As a result of the lack of desire demonstrated by United to deal with the issue, Dave felt that his only option was to reach out to social media to share his experience with as many people as possible.

2012 127

2012 Social Media 2014 Airlines 127

Think Customers

JULY 16, 2015

Consider customer experience initiatives. Delivering outstanding customer service is one of the few ways businesses can win loyal customers and increase their bottom line, according to customer experience professionals.

ROI 88

ROI Return on Investment Customer Experience Professionals Measurement 88