Experience Investigators by 360Connext

JUNE 9, 2015

Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. To demonstrate how the experience has grown in importance, that number was 34% back in 2011. The challenge for today’s business is how to differentiate the experience they provide and stand out in a sea of sameness. The ultimate goal is to win customers and maximize their lifetime value.

Customer Experience 292

Customer Experience Net Promoter Score Hotels 2011 292

InMoment XI

JUNE 24, 2015

This post comes from chapter 8 of MaritzCX’s new book Customer Experience is Your Business. Download the free ebook here. When I was growing up, a 50-cent, bottomless cup of coffee was the norm. People would have laughed at the thought of a five-dollar cup of joe, and yet how many of us drive out of.

Customer Experience 339

Customer Experience Download Books Article 339

Customer Bliss

JUNE 16, 2015

Annual planning is a missed opportunity for driving customer profitability inside the corporate machine. The silos usually pick their projects and plan their budgets independent of one another. Without common accountability targets, actions will continue to be planned tactically, based on the individual annual plans of the silos. Companies need an ongoing roadmap to define where they want to make progress in customer profitability, customer loyalty, and customer experience delivery.

Management 195

Management Social Media Roadmap Metrics 195

Beyond Philosophy

JUNE 21, 2015

Richard Branson, Founder of Virgin Group, led the charge for better parental leave benefits this week for his employees. The new policy at Virgin allows new parents one year of fully paid leave following the birth or adoption of a child. With Virgin’s announcement on Monday, they are one of only a few companies that offer this kind of benefit for its employees.

Employee Experience 160

Employee Experience Customer Experience Loyalty Programs B2C 160

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Customers That Stick

JUNE 3, 2015

Now that Be Your Customer’s Hero is on bookstore shelves and being used by frontline customer service professionals across the country (and the world!) to help them deliver Hero-Class® customer experiences, I wanted to take a moment to publicly thank some important friends and colleagues who played a part in HERO. Many of those listed below were listed in the acknowledgements section of Be Your Customer’s Hero , but so much of the work surrounding a book happens after publication tha

Books 137

Books Consulting Communication Customer Service 137

Experience Investigators by 360Connext

JUNE 3, 2015

Ask any group of customers what they liked about any recent customer experience, and they typically mention the same thing. Although they aren’t things… It’s always about the people. Rachel McCarthy, Vice President of In-Flight Experience for Jet Blue , said during her talk at Next Generation Customer Experience in San Diego that the customer comments often included someone’s name specifically.

Customer Service 283

Customer Service Call Center Social Media Consulting 283

InMoment XI

JUNE 1, 2015

Lessons for engaging customer feedback programs from an international flight I recently traveled from India to the United States on Lufthansa Airlines with my dog Zuri. She was going to be alone for almost 24 hours, traveling in the cargo hold. I had a sinking feeling when I kissed her goodbye before our journey.

Travel 324

Travel Airlines Article Feedback 324

Customer Bliss

JUNE 4, 2015

One of the hardest skills is for the company to learn how to work cross-functionally. Silos need to make cross-functional collaboration a part of all they do to ensure that the handoffs across the organization are executed for optimum customer interactions. This will seem to slow people down. They will feel frustrated that they can’t own the entire job as they did in the past.

Metrics 182

Metrics Customers Customer Relationships Interaction 182

Beyond Philosophy

JUNE 18, 2015

Many of us would like to know the secret to lasting happiness. Everyone has ideas of course, and not a few of them involve material items. But science might prove that it doesn’t. Dr. Thomas Gilovich, a professor at Cornell University, believes that material items might provide happiness—but it doesn’t last. The problem is as soon as we have the item, we slowly get used to having it.

Loyalty Programs 159

Loyalty Programs B2C 2015 Hotels 159

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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

Voice of Customer

Kerry Bodine

JUNE 16, 2015

No two customer journeys look the same. No two customers will ever interact with you in exactly the same way at exactly the same time—nor will they share exactly the same perceptions, thoughts, emotions, and memories about those interactions. And yet, to create customer journey maps , we need to assume some degree of similarity amongst our customers and their experiences with us.

Customer Journey 130

Customer Journey Customer Journey Mapping B2B Customers 130

Win the Customer

JUNE 8, 2015

It may be a rather bold statement to say, but I’m just going to put it out there anyway: Every company that relies on customers to purchase their products should strive for wildly happy, exuberant fans of their brand. Yes, every single company that depends on customers to survive. We’re talking about 99% of companies […].

Brands 142

Brands Culture Customers Customer Service 142

Experience Investigators by 360Connext

JUNE 8, 2015

Organizations long for brand advocates. Advocates love their products, provide valuable feedback, and want to spread the news about their favorite company to others! Yet many companies don’t really do much for or with the advocates they have. I myself have been invited into special VIP or customer councils that do little else except flood my inbox!

Marketing 279

Marketing Social Media Loyalty Consulting 279

InMoment XI

JUNE 17, 2015

We sat down with customer experience executives from three different industries to discuss how they align their companies to foster a culture of customer centricity, from the frontline to the C-Suite. Joyce Clark Sarnacki of Bangor Savings Bank said that her organization has seen success through the establishment of “Customer Experience Champions” in each branch and department.

Customer Centricity 218

Customer Centricity Engagement Banking Culture 218

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

Customer Bliss

JUNE 23, 2015

Often when a company talks about “listening” to customers, that notion is immediately collapsed into a “voice of the customer” (VOC) program. That’s not the action I am referring to. Customer listening is a critical competency of customer experience reliability. Customer listening requires this: Taking customers off the spread sheets and survey results.

Engagement 161

Engagement Reference Culture Customers 161

Beyond Philosophy

JUNE 4, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. More than just a buzzword, ‘being human’, especially in brand-building and leveraging customer relationships, has become a buzz-phrase or buzz-concept. The ‘human’ factor, in marketing, communications, positioning, and experience creation through sales, service, and operations now pervades titles of articles, blogs, white papers, and even books.

Financial 144

Financial White Paper Books Airlines 144

Joe Rawlinson

JUNE 17, 2015

Sometimes, business owners feel as though they must prioritize either sales or customer service to the detriment of the other. This doesn’t have to be the case — SalesForce reports that 55 percent of customers would pay more for a product or service if they had a positive customer service experience. Balancing the need for strong sales techniques with quality customer service can be a struggle for many new businesses.

Sales 120

Sales Customer Service Social Media Call Center 120

Win the Customer

JUNE 18, 2015

Too often social interactions simply fail to live up to customer expectations. Comments, messages, and other info make a lot of noise, but fail to deliver any real value. Extending the ability to deliver customer service across social channels is a strategic opportunity that more and more organizations are turning to, but some key fundamental challenges must be overcome […].

Social Media 141

Social Media Customer Service Customer Expectations Customers 141

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

JUNE 11, 2015

Ever walk in on a couple who is in the middle of a fight? It’s human to want to back away slowly, hoping they don’t see you. It’s awkward and uncomfortable. We don’t like it. Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have.

Culture 279

Culture Leadership Social Media Consulting 279

InMoment XI

JUNE 22, 2015

I’ve had the privilege of writing fairly regularly on the subject of customer experience strategy. We’ve explored tools and process up until now, looking at tactics and methods for customer delight.

Article 231

Article Customer Experience Customers 231

Customer Bliss

JUNE 11, 2015

Managing customers as assets is about simple customer math: Incoming Customers minus Outgoing Customers = Net Growth or Loss. It’s the first step to “customer experience reliability,” so how well does your company do it? Rather than talking about customer retention, begin talking about these numbers: Incoming customers. Outgoing customers. Net growth (or loss) of customer asset in the selected period (Incoming Customers minus Outgoing Customers = Net Growth or Loss).

Customer Experience 207

Customer Experience Definition Customer Retention Customers 207

Beyond Philosophy

JUNE 4, 2015

Are you reading this on a mobile device? If all the statistics about mobile technology are true, the answer is likely yes for 70% of you—maybe more! Chances are, 70% or more of your Customers are reading/Googling/posting on mobile devices about your organization, too. What you present to a mobile audience is now the most important part of your online presence.

E Commerce 141

E Commerce Sports Retail Omnichannel 141

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

Joe Rawlinson

JUNE 24, 2015

Looking back at the last few years in marketing, it’s clear that social media brought the most significant change in strategies used by brands to communicate with consumers. Before Facebook or Twitter, brands couldn’t dream of building such close relationships with their audiences or conduct real-time conversations with customers located on the other side of the globe.

Social Media 126

Social Media Marketing Consumers Brands 126

Win the Customer

JUNE 22, 2015

With growing online customer numbers and demands, self-service is an untapped option, because hiring additional customer support agents isn’t scalable or financially viable to providing customer success. Summer has barely started and retailers are already beginning to anticipate the back to school season – but are customer support teams ready to scale?

Customer Service 141

Customer Service Financial Retail Customers 141

Experience Investigators by 360Connext

JUNE 17, 2015

“It’s just so much!” It’s a refrain I hear and live every day. Executives tell me: There is usually so much we COULD do with customer experience. We want to provide more, better, faster…but in order to do that for our customers we have to change entire legacy systems, hire totally new teams, and shift budget dollars from one place to another.

Customer Experience 251

Customer Experience Social Media Metrics Call Center 251

InMoment XI

JUNE 17, 2015

We sat down with customer experience executives from three different industries to discuss how they align their companies to foster a culture of customer centricity, from the frontline to the C-Suite. Joyce Clark Sarnacki of Bangor Savings Bank said that her organization has seen success through the establishment of “Customer Experience Champions” in each branch and department.

Customer Centricity 150

Customer Centricity Engagement Banking Culture 150

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