Experience Investigators by 360Connext

FEBRUARY 9, 2015

'As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans ? A strategy that is truly customer customer-focused needs to include ideas like these: 1. Mention customers in your KPI’s. Profit and revenue and new customer growth are important numbers to track, but it’s vital to include items like customer lifetime value , customer satisfaction and/

Customer Centricity 268

Customer Centricity Social Media Consulting Leadership 268

InMoment XI

FEBRUARY 18, 2015

Are you managing, or just measuring your customers’ experiences? In this short video, Stephan Thun, CEO Europe of MaritzCX, discusses his thoughts on the net promoter score and the importance of managing the customer experience. You can watch it below. Look out for more next week when we ask Stephan if customer experience is of.

Net Promoter Score 273

Net Promoter Score Measurement Article Management 273

Customer Bliss

FEBRUARY 17, 2015

'Competency #3: Build a Customer Listening Path. Seek Input and Understanding, Aligned to the Customer Journey. Competency 3 unites your organization to build a “one company” listening system constantly refreshing with multiple sources of quantitative, qualitative, and experiential feedback to tell the story of your customers’ experience, guided by the customer journey framework.

Chief Customer Officer 167

Chief Customer Officer 2015 Customer Journey Leadership 167

Beyond Philosophy

FEBRUARY 5, 2015

'Many b2b and b2c companies offer antiseptic, commoditized, vanilla experiences for customers. These are almost guaranteed not to be memorable, not to be talked about (unless neutrally or negatively), and not creating outside-in advocacy and value creation. Some, through culture, discipline, and purpose have succeeded in creating consistent, positive experiences which are appealing to customers and which customers consider worthy of passing along through informal conversation and recommendatio

CEM 156

CEM Customer Experience Customer Centricity B2C 156

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Customers That Stick

FEBRUARY 26, 2015

'Meet Nicole Miller! My name is Nicole Miller and I graduated in 1990 at Marymount University where I received a bachelors degree in business and fashion merchandising. Since graduation, I have always been in the retail industry and am currently the district manager for the Once Upon A Child stores. I am fortunate and proud to work for the original, owner and founder of resale, Lynn Blum.

Customer Experience 164

Customer Experience Retail Travel Fashion 164

Experience Investigators by 360Connext

FEBRUARY 2, 2015

'The following is a Best of 360Connext post. As Dr. Phil likes to say, “People do what works.” If it works to ignore loyalty, people will continue to do that. Consider how most business leaders and sales teams are compensated. It’s all about the NEW. New sales, new clients, new customers. Growth in the market meaning more new customers.

Customer Satisfaction 264

Customer Satisfaction Loyalty Net Promoter Score Social Media 264

InMoment XI

FEBRUARY 28, 2015

US customers have higher expectations than UK ones, and US companies have been quicker to adopt customer experience platforms and technology. Nigel Cover of MaritzCX assesses whether the UK has anything to learn from across the Pond.

Customer Experience 231

Customer Experience Article Technology Customers 231

Customer Bliss

FEBRUARY 10, 2015

'Competency #1: Honor and Manage Customers as Assets. Know the Growth or Loss of Customers and Care About the “Why?”. With this competency, the goal is to align leaders to make a defining performance metric—the growth or loss of your customer base. Customer Asset Measurement is about knowing what customers actually did to impact business growth or loss versus what they say they might do via survey results.

Chief Customer Officer 166

Chief Customer Officer 2015 Metrics Leadership 166

Beyond Philosophy

FEBRUARY 2, 2015

'Music has a unique effect on our brain, especially concerning memory. Apple brilliantly capitalizes on all of them in its holiday ad. When it comes to branding there might be no better way than using music to help a Customer remember your brand promise. Here is the ad, in case you missed it: Part of the reason these studies showed the link is because music activates many centers across the brain, including the emotional ones.

Marketing 166

Marketing CEM 2014 Books 166

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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

Customers That Stick

FEBRUARY 12, 2015

'Meet Renee Cloyd! Renee Cloyd is a wife and mother of three young boys ages 11, 9 and 6 who balances her busy home life with a full time job as a Center Director at Christ Lutheran Children’s Center. At CLCC, we strive to provide a quality early childhood program. In our center, forming strong ties to the families and the community is the key to the success of our program.

Customer Experience 160

Customer Experience Books Sports Social Media 160

Win the Customer

FEBRUARY 16, 2015

'According to Google, it beats customer service in terms of average monthly search volume 380k+ to 200k. Why is experience nearly twice as popular – what’s the big deal anyway? How much cheaper is it for you to retain a customer than to acquire a new one? Why pull teeth for a testimonial from an […].

Customer Experience 145

Customer Experience Customers Customer Service Management 145

Experience Investigators by 360Connext

FEBRUARY 23, 2015

'The Chicago Auto Show, now in its 107th year(!), is a showcase of what’s new and what’s next in auto design and development. This means more than just amazing new vehicles, this means learning about how storied industries like this one continue to use the voice of the customer in their product development. Customers have a new voice in innovation.

Innovation 262

Innovation Consumers Social Media 2016 262

InMoment XI

FEBRUARY 12, 2015

Customer experience…it’s something we’re all very familiar with because, after all, while we might not all be customers during the day, all of us play one at home: we’re customers of utility companies, of retailers, of healthcare providers, and the list goes on and on. For that reason, we all know a great customer experience.

Customer Experience 218

Customer Experience Healthcare Retail Article 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

FEBRUARY 26, 2015

'Competency #5: Leadership, Accountability and Culture. Leadership behaviors are required for embedding the five competencies. For this work to be transformative and stick, it must be more than a customer manifesto. Commitment to customer-driven growth is proven with actions and choices. To emulate culture, people need examples. They need proof. Competency 5 is the glue that puts into practice leadership behaviors required by a united leadership team to enable and earn sustainable customer asset

Chief Customer Officer 161

Chief Customer Officer 2015 Leadership Culture 161

Beyond Philosophy

FEBRUARY 3, 2015

'Seemingly forever, marketers and researchers have been trying to identify stable and predictable links between what consumers say about product and service experiences, what they mean, i.e. the emotional and unconscious underpinnings about what they really think and believe, and what they do in terms of actual decision-making and actions in the marketplace.

Consumers 153

Consumers Retail Government Touchpoint 153

Customers That Stick

FEBRUARY 19, 2015

'At CTS Service Solutions, we believe one of the best ways to improve customer experiences is by making interactions ad easy as possible and by decreasing the hassle-factor. Enter live chat. Live chat contains a number of attributes that contribute to hassle-free experiences. From ease of first contact, to low-to-no hold times, to the convenience of customers interacting with service reps while performing other tasks, live chat offers an opportunity for organizations to assist customers quickly

Customer Service 157

Customer Service Financial Customers Blog 157

Win the Customer

FEBRUARY 4, 2015

'The most unexpected finding when evaluating Disney’s “magic” recipe for customer experience is the focus on process—the drive and ability to optimize the mundane. One the most surprising facts about the Disney customer experience may just well be the 70% return rate of first time Disney visitors. When you consider the great lengths that individuals and families […].

Customer Experience 145

Customer Experience Culture Customers Customer Service 145

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

FEBRUARY 18, 2015

'I had the opportunity to check out all the shiny new cars at the Chicago Auto Show on the media preview day last week. We’ll have more to share from this later this week, but for now, we wanted to share an observation about innovation. Is innovation so forward-looking you can’t rely on customer feedback? Or should customer feedback be what drives everything, including innovation?

Innovation 259

Innovation Feedback Automotive Social Media 259

InMoment XI

FEBRUARY 28, 2015

US customers have higher expectations than UK ones, and US companies have been quicker to adopt customer experience platforms and technology. Nigel Cover of MaritzCX assesses whether the UK has anything to learn from across the Pond.

Customer Experience 170

Customer Experience Article Technology Customers 170

Customer Bliss

FEBRUARY 3, 2015

'We know through social media that customers remember your “hello” and “goodbye.”. Are you deliberate in the memories you deliver at the beginning and ending moments of customer contact? When you map out the customer experience stages, step away from ‘executing tasks’ and focus on the customer experience you want to deliver. To plan reliable delivery, you must know the customer emotions involved in the experience from beginning to end.

Customer Experience 205

Customer Experience Social Media Customers 205

Experience Matters

FEBRUARY 23, 2015

'We’re often asked to help people who have recently taken on new responsibilities in customer experience (which is commonly abbreviated as CX). Since it’s important for anyone in the field to understand the core principles of CX, I’ve put together this post and called it “CX for Smarties.” Anyone who cares enough about CX to read this post is not a dummy.

Customer Connectedness 134

Customer Connectedness Customer Experience 2014 ROI 134

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

Customers That Stick

FEBRUARY 5, 2015

'Creating great customer experiences and delivering great customer service almost always boils down to one thing: being able to understand the experience of customers — to walk a mile in their shoes and to build a better shoe or create a better walking path with that knowledge. It begins by understanding what your customers are going through, especially when the experience is not a positive one.

Customer Experience 157

Customer Experience Customer Service Training Customers Customer Service 157

Win the Customer

FEBRUARY 26, 2015

'Based on 25 years of research done by Gallup polls, the book "First Break All of the Rules" shares the following 12 questions that are key in keeping your talented employees.

Call Center 144

Call Center Engagement Leadership Culture 144

Experience Investigators by 360Connext

FEBRUARY 25, 2015

'FAQ is another one of those terms we didn’t even know before the dawn of the internet age. Most of us were blissfully unaware of this acronym for “Frequently Asked Questions” now living on many web sites. When we ask our clients a question like “ What are your touchpoints ?” we get a lengthy list of the many places where customers and company interact.

Customer Journey Mapping 255

Customer Journey Mapping Touchpoint Insurance Customer Journey 255

InMoment XI

FEBRUARY 28, 2015

US customers have higher expectations than UK ones, and US companies have been quicker to adopt customer experience platforms and technology. Nigel Cover of MaritzCX assesses whether the UK has anything to learn from across the Pond. Often quoted George Bernard Shaw once said, “England and America are two countries separated by the same language”; View Article.

Customer Experience 150

Customer Experience Article Technology Customers 150

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