Experience Investigators by 360Connext

JANUARY 5, 2015

'The following is a Best of 360Connext post. We have a saying around here. We only work with “enlightened leaders.” I started saying that after a particularly challenging consulting exercise. I was working with a growing technology company. They had a lot of great things going for them. New revenue, lots of press and attention and a very successful new product rollout had all happened just before we worked together.

Leadership 307

Leadership Consulting User Experience Loyalty 307

Customer Bliss

JANUARY 29, 2015

'Here are three actions (and the need for a lot of responses) to help you pull the customer experience work into focus: 1. Know Where You Are In the Process. You have assembled many groups of people in the company to identify customer touch points. Yes _ No _. You have brought in customers to validate and course-correct our findings. Yes _ No. You have now held numerous sessions and people are starting to wonder what you are going to do with this mapping.

Customer Experience 180

Customer Experience Roadmap Metrics Customers 180

InMoment XI

JANUARY 9, 2015

So, let’s play a game. I’ll call it “What Do These Customer Experience Wins Have in Common?” Here goes: Customer Experience Win #1: After a storm claim debacle with our insurance company, our agent made the seemingly impossible business save by providing empathy for the claim denial, creatively finding us repair funds, and garnering us.

Insurance 230

Insurance Article Customer Experience Customers 230

Beyond Philosophy

JANUARY 14, 2015

'“You’ll Have To Call Customer Service”. As a customer, hearing this is, at minimum, a letdown. As a customer experience consultant, hearing this represents an experience failure. Organizations may try to whitewash it away by describing it as “something we’re working on” or “a service irregularity” or “service exception,” but it is simply, a fail.

Customer Experience 164

Customer Experience Loyalty Programs Retail Customers 164

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Customers That Stick

JANUARY 29, 2015

'Meet Carol Euliss! I have been an RN for 36 years, a childbirth educator for 20 years, and a doula for 16 years. I have worked for Community Health Network in Indianapolis, IN for 27 years. I teach classes, coordinate a hospital based doula program, and attend births in the role of a doula. I have been privileged to assist hundreds of babies into the world and help families have positive birth experiences.

Customer Experience 150

Customer Experience Hospitality Social Media Sports 150

Experience Investigators by 360Connext

JANUARY 23, 2015

'We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. And yet many companies still don’t quite get it right. What about you? It’s easy to “set up” a social media presence for customers and then just sort of forget to maintain it.

Customer Care 299

Customer Care Social Media Marketing Webinar 299

Customer Bliss

JANUARY 15, 2015

'Most companies jump in to the CX work without evaluating how the organization works together, whether the CEO is truly committed and if the patience exists for the long road ahead. Here are the eight key issues that usually get in the way of making progress in your focus on customers inside your organization. See if you recognize any of them in your organization. 1.

Metrics 234

Metrics Customer Satisfaction Customers Sales 234

InMoment XI

JANUARY 28, 2015

My team and I have been lucky enough to have worked on customer experience optimization projects with more than a dozen major health insurance carriers over the past couple years. Many of these client relationships were a direct byproduct of the Affordable Care Act (Obamacare) and its impact on the industry. There’s no secret that.

Insurance 170

Insurance Loyalty Article Customer Experience 170

Beyond Philosophy

JANUARY 12, 2015

'There are many philosophies out there. The thing about philosophy is that it doesn’t always have much real-world application behind it. Anyone can claim a philosophy but can they make it work in the real world? I dedicate my career to helping organizations take their current Customer Experience to the next level, or Beyond the Philosophy of it and into the “real world.”.

2015 163

2015 Customer Experience CEM Webinar 163

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Customers That Stick

JANUARY 12, 2015

'Today we are releasing our new guide to customer service and customer experience higher education programs. The Customers That Stick TM Guide to Customer Service Certificate and Degree Programs is designed to help shine a light on the growing importance of our field and to help generate interest in those higher learning institutions that are at the forefront of customer service and customer experience education.

Customer Service 140

Customer Service Customer Service Training Leadership Blog 140

Win the Customer

JANUARY 13, 2015

'One of the most important parts of selling to new customers or keeping existing customers is to build trust and build customer relationships. If you’ve got a strong customer relationship, you can sell at higher prices and get bigger sales opportunities than if you don’t have such a deep relationship. If your customer experience is […].

Customer Experience 140

Customer Experience Customer Relationships Communication Sales 140

Experience Investigators by 360Connext

JANUARY 12, 2015

'The following is a Best of 360Connext post. There are two questions I receive from business contacts regularly. How can we increase loyalty? How can we get more word-of-mouth business? They are actually two sides of the same coin, in my humble opinion. Consider yourself as a loyal customer. We are most likely loyal to some brand or another. I’m sure the Apple enthusiasts out there are already assigning themselves in the Apple column.

Loyalty 291

Loyalty Hotels Hospitality Loyalty Programs 291

Customer Bliss

JANUARY 13, 2015

'Begin building credibility by getting specific and operationally relevant about the customer experiences you will be enabling and building. Engage as early as possible the operational leaders and matrix organizations who you will be working with. Define the level of collaboration required to be successful. Challenge each other about how realistic it will be to move from silo based approaches to united approaches.

Chief Customer Officer 167

Chief Customer Officer Leadership Innovation Customers 167

Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions

Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of innovative automation to revolutionize outdated call review processes!

Customer Experience

InMoment XI

JANUARY 27, 2015

As I’ve written before, I have the distinct privilege of working with more than 15 health plans throughout the US to consider new approaches and strategies to member engagement, loyalty and profitability as they continue on their own journeys to greater member centricity. While I work with many plans both in the commercial as well. View Article.

Customer Experience 150

Customer Experience Loyalty Article Engagement 150

Beyond Philosophy

JANUARY 16, 2015

'The end of 2014 was really busy. My wife just had a fairly serious surgery (she’s doing great, but recovery takes time), and I am launching a eBook. So of course it should be evident this was the ideal time to redesign the user interface on my company’s website ! If you have ever suffered through this process, then you know that having this many balls in the air and taking on a website redesign is bordering on mad.

CEM 152

CEM Webinar 2014 User Experience 152

Experience Matters

JANUARY 6, 2015

'It’s once again the time of year for me to publish my CX trends. In my post last year, I named 2014 “ The Year of Empathy.” With this post, I’m declaring 2015 “ The Year of the Employee.”. We’ve recently seen a surge in the number of companies looking to build more customer-centric cultures and train their people on CX. Voice of the employee efforts are becoming an integral component of modern voice of the customer programs.

2015 132

2015 Customer Journey Mapping Contact Center 2014 132

Bill Quiseng

JANUARY 26, 2015

One of the real benefits of social media is connecting with people from around the world who we would otherwise not meet. I especially appreciate meeting individuals who are as committed as I am to helping small businesses create a customer experience that builds loyalty. This week’s guest post is from Adam Ramshaw based in Australia. Once you read his post, you will see Adam shares that commitment.

Return on Investment 126

Return on Investment Social Media Loyalty Download 126

Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO

The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.

Customer Insights

Experience Investigators by 360Connext

JANUARY 8, 2015

'The following is a Best of 360Connext post. Who needs mystery shoppers? You do. If you sell anything to anyone, you would do yourself a world of good by enlisting mystery shoppers (sometimes called secret shoppers) into your customer insights mix. But I have a specific beef with the standard way mystery shopping works. But, first, let’s talk about what it is v. what it should be.

Customer Experience 284

Customer Experience Feedback Customer Journey Social Media 284

Customer Bliss

JANUARY 22, 2015

'The customer experience that gets you the most confidence with your customers is to get the basics right. You must clear the hurdle of random experiences, and set the foundation in product and service reliability (“They get it right.”) before you move on to building a personal relationship with customers (“They know me.”) that ultimately broadens into customers referring you to others.

Chief Customer Officer 204

Chief Customer Officer Customer Journey Reference Leadership 204

InMoment XI

JANUARY 27, 2015

As I’ve written before, I have the distinct privilege of working with more than 15 health plans throughout the US to consider new approaches and strategies to member engagement, loyalty and profitability as they continue on their own journeys to greater member centricity. While I work with many plans both in the commercial as well.

Customer Experience 150

Customer Experience Loyalty Article Engagement 150

Beyond Philosophy

JANUARY 28, 2015

'In this series, professionals share how they rocked — or didn’t! — the all-important first 90 days on the job. Follow the stories here and write your own (please include the hashtag #First90 in the body of your post). First impressions are vital. However, the actions during the first 90 days of anybody’s new job are more important to forming a good and hopefully lasting relationship with your new employer.

CEM 146

CEM Books Webinar Blog 146

Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group

As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX

Contact Center

Win the Customer

JANUARY 8, 2015

'78% of top brands today completely ignore their customers online and fail to respond to customer requests on social media channels. Social media offers brands a fantastic opportunity to engage with their customer community and provides an easy channel for enhanced customer experience and customer relationship development today. Most brands today have jumped on board […].

Brands 131

Brands Social Media Customer Experience Customer Relationships 131

PeopleMetrics

JANUARY 12, 2015

'Every blank page in our shiny new calendars promises untapped opportunity, achievement, results, CX awesomeness. We have 12 months to kick butt with our customer-centric goals. To become NPS Olympians. To gear up, plan our journey, and climb to the summit. Sure, we CX professionals are a hopeful bunch. But, as they say, hope is not a strategy. So, we thought we would share our practical guide to reaching our goals.

Customer Experience 130

Customer Experience Net Promoter Score Wireless Customer Centricity 130

Experience Investigators by 360Connext

JANUARY 21, 2015

'Many customers experience the product or service offered by an organization differently than how the organization anticipates. Some of this has to do with where the journey actually begins and ends. Understanding the customer journey end-to-end helps brands innovate around the experience. But the experience is more than what a customer does after purchase.

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

Customer Bliss

JANUARY 20, 2015

'Customers are assets to be cared for and nurtured. Beloved companies are always aware of how their assets are growing or shrinking. Knowing the value of a long-term customer guides the company’s decisions on how they welcome new customers and continue to develop existing customer relationships. The formula for success is Belief + Investing = Growth.

Customer Relationships 181

Customer Relationships Customer Confidence Innovation Customers 181

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