Experience Investigators by 360Connext

DECEMBER 31, 2015

What a year! We’ve had an exciting year at 360Connext, and we’ve learned a lot. I hope you’ve had a chance to learn along with us! In case you’re just hearing about us, or you haven’t subscribed for updates, we’ve put together a heaping handful of our best customer experience posts from the past year […]. The post Our Top 15 Customer Experience Posts of 2015 appeared first on Customer Experience Consulting.

2015 185

2015 Customer Experience Consulting Customers 185

Bill Quiseng

DECEMBER 14, 2015

This week’s post is written by Ravi Shukle. In my posts, I provide advice to improve face to face customer interactions. But today’s customers are expecting service on-line and on the social media channels that they use. One of the great benefits of social media is connecting with people who we would otherwise not meet. Since I certainly am not an expert on how to use social media for customer service, I reached out halfway around the world to someone who is, Ravi.

Social Media 151

Social Media Customer Service Customers Feedback 151

InMoment XI

DECEMBER 4, 2015

One of the frequent obstacles of launching a customer experience program presented by many B2B clients is the lack of a quality list of customers to contact. Client database challenges present themselves in a variety of formats: Scattered Account List. Maybe the organization grew by a series of acquisitions, or maybe no one will commit.

B2B 186

B2B Presentation Article Customer Experience 186

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth. Deliver a connected story that get leaders to focus on the important moments (versus silos picking things that they think will give them ‘lift’ on survey scores).

Chief Customer Officer 111

Chief Customer Officer Culture Customer Journey Leadership 111

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GetFeedback

DECEMBER 30, 2015

Engaging survey images can transform a respondent's experience. Here are 8 free sites to browse when you're on the hunt for beautiful survey imagery.

Engagement 150

Engagement Article 150

Experience Investigators by 360Connext

DECEMBER 23, 2015

There’s a reason we all love The Onion, America’s finest parody news source. The Onion, with their satirical and sometimes silly headlines and articles, reflect back the world many of us are seeing. In 2015, The Onion showcased customer service (and lack thereof) many times. These 5 headlines really tell the truth about what customers […].

Customer Expectations 154

Customer Expectations 2015 Consulting Article 154

Win the Customer

DECEMBER 17, 2015

Research from Forrester has found that 80% of companies want to use customer service to differentiate themselves from the competition. So if every organization wants their customer service to be the best it can be, how do those who really stand out from the competition actually do it? Rather than just rehashing the same old suggestions that anyone can find online, we turned to the customer service experts to help answer that most critical question: What’s the #1 way to really improve custo

Customer Service 114

Customer Service Employee Experience Customer Satisfaction Customers 114

Beyond Philosophy

DECEMBER 10, 2015

People don’t choose your product or service because of the experience they had; they choose it because of the experience they remember—and these two are not the same thing! Creating a great memory of your experience in your Customer’s mind is critical to creating Customer Loyalty. Consider this quote from Professor Daniel Kahneman, the Nobel Prize Winning Economist: “There is a big difference between an experience and the memory of an experience.”.

Loyalty 109

Loyalty Customer Experience Consulting Call Center 109

Customer Bliss

DECEMBER 15, 2015

After you’ve completed rating reliability of your customer experience , rate the reliability of support that employees receive across the customer journey. Ask the group to go stage by stage of your customer journey and determine how reliable the employee support is in delivering a one-company customer experience. Is the support for employees: Always reliable – support is managed across the channels, countries, and silos.

Touchpoint 157

Touchpoint Customer Journey Innovation Customer Experience 157

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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

Michelli Experience

DECEMBER 2, 2015

There are leaders, followers, and…well people who just get in the way! Which are you? In business today, it takes leadership to build a business that consistently engages customers. If customers aren’t emotionally connected to your brand, through the experiences you provide, you will be vulnerable to offers and solicitations from your competitors. Such was the case for Mercedes-Benz!

Customer Experience 101

Customer Experience Customer Journey Mapping Leadership Hotels 101

Experience Matters

DECEMBER 15, 2015

It’s once again the time of year for me to publish my CX trends. In my post last year I named 2015 “ The Year of Employee.” With this post, I’m declaring 2016 “ The Year of Emotion.”. In the upcoming year, CX will continue to grow in importance for companies and an even larger number of organizations will begin their CX journeys. In this environment, we expect to see: Culture Change Intensifying.

2016 91

2016 Customer Experience Customer Connectedness 2015 91

Experience Investigators by 360Connext

DECEMBER 10, 2015

It was a privilege to present at the recent Next Generation Patient Experience conference. I had never attended a conference solely focused on healthcare, so I learned a lot about what innovative healthcare systems are doing to improve the patient experience. There are definite best practices, but there are still a lot of unknowns. Healthcare […].

2016 157

2016 Healthcare Definition Consulting 157

Win the Customer

DECEMBER 18, 2015

Metrics and statistics can’t measure the personality of employees, their ability to relate with callers, or the value they bring to an interaction. Concrete customer feedback metrics, KPIs and CRM systems can be considered as the ‘science’ behind call centers, but the soft skills of call center agents are considered as the art. Metrics and statistics can’t measure the personality of employees, their ability to relate with callers, or the value they bring to an interaction.

Call Center 93

Call Center Exceptional Customer Service Metrics Measurement 93

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

Beyond Philosophy

DECEMBER 23, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. In the past decade, we’ve seen the number of companies with an individual in the role of Chief Customer Officer (CCO) – nicely defined by Wikipedia as “the executive responsible for the total relationship with an organization’s customers” – grow from under 100 to thousands today.

Chief Customer Officer 100

Chief Customer Officer Customer Centricity Consulting Loyalty 100

Customer Bliss

DECEMBER 29, 2015

The customer experience that gains the most confidence with customers is to get the basics right. These five CX competencies work in tandem to ‘earn the right’ to customer growth: Connect to business growth. Shift attitudes from chasing the score to caring about and improving customer lives to earn the right to growth. Deliver a connected story that get leaders to focus on the important moments (versus silos picking things that they think will give them ‘lift’ on survey scores).

Chief Customer Officer 100

Chief Customer Officer Culture Customer Journey Leadership 100

Maz Iqbal

DECEMBER 15, 2015

During November, whilst on business, I stayed at Homelands Bed & Breakfast and thoroughly enjoyed my experience. It was so good that staying at Homelands occurred as staying at a home away from home. My experience lived up to the five star rating that Homelands has earned on TripAdvisor. Here’s what I think the hotel … Continue reading "What Can The Hotel Industry Learn From Homelands B&B?".

Hotels 75

Hotels Loyalty Customer Insights Insights 75

Think Customers

DECEMBER 8, 2015

As we race towards 2016 and the U.S. labor market continues to gain strength, industry observers are forecasting an upsurge among employees who jump ship from their workplaces. Strictly from a compensation standpoint, an increase in employee turnover is understandable. According to Mercer, Towers Watson, and other human resources firms, salary increases for employees are expected to rise 3.0 percent or less next year.

Engagement 75

Engagement 2016 Employee Experience Blog 75

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

DECEMBER 15, 2015

The holiday season will be over before you know it. Your customer pain points are showing! In the past several weeks, your customers have become more and more hurried and stressed as they try to find the perfect gifts. Has your retail experience been able to handle it? Do you have a working customer journey map? If you don’t, the […]. The post ‘Tis the Season to Find Pain Points in Your Customer Journey appeared first on Customer Experience Consulting.

Customer Journey 146

Customer Journey Customer Journey Mapping Retail Consulting 146

Win the Customer

DECEMBER 18, 2015

An effective CRM system can help a business maximize the value of their customers through improving every aspect of the customer relationship. Many businesses wonder if they should invest more into customer relationship development and the systems and tools that enable greater automation of relationship management in the contact center. While too much automation can lead to lack of personalization, the right balance between effective software tools and careful consideration from real customer ag

Customer Relationships 86

Customer Relationships E Commerce Contact Center Sales 86

Beyond Philosophy

DECEMBER 22, 2015

Michael Lowenstein, Ph.D., CMC, is Thought Leadership Principal for Beyond Philosophy. As they are gathering information to help in day-to-day brand decision-making, consumers want, crave, desire, seek, and value content from marketers – as long as it is reasonably altruistic, informative and objective, and minimizes the ‘look of sponsorship’ and the three most readily identifiable sales ‘P’s’: push, pitch, and puff.

Magazine 92

Magazine Marketing Social Media Consumers 92

Customer Bliss

DECEMBER 22, 2015

A Chief Customer Officer is successful when he or she can simplify how the organization works together to achieve customer-driven growth, engage the leadership team and connect the work to a return on investment. Sustainable transformation will only occur when this work goes beyond project plans and status updates, and is grounded in caring about customers’ lives.

Chief Customer Officer 141

Chief Customer Officer Return on Investment Leadership Customers 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

DECEMBER 10, 2015

Sixty-one percent of marketers planned to increase their spending on email this year, making email a higher priority than social media, mobile marketing or any other channel, StrongView’s 2015 Marketing Trends Survey found. Marketers are focusing on automated email marketing methods, especially email triggered by recipient actions and emails geared toward stages in the customer lifecycle.

Marketing 101

Marketing 2015 Social Media Omnichannel 101

Think Customers

DECEMBER 14, 2015

When the New York Times published an article in August shining a spotlight on Amazon's bizarre company culture, it triggered a barrage of comments and articles about the importance of culture in engendering engagement. Personal accounts of 1 a.m. conference calls, strongly encouraged 60-hour work weeks, and a culture that appears to throw people under the bus to advance in the organizational hierarchy are just a few of the strange experiences employees at Amazon reported and which also fly in th

Culture 74

Culture Engagement Article Blog 74

Experience Investigators by 360Connext

DECEMBER 17, 2015

We’re moving into an age that is becoming more and more mobile. Every conference speaker I’ve seen for the past several years has discussed the importance of designing customer experiences around our obsession with mobile devices. Who doesn’t want to deliver a personalized mobile experience for each customer via those tiny screens?

Consulting 146

Consulting Customers Customer Experience User Experience 146

Win the Customer

DECEMBER 26, 2015

There’s an immense difference between aspiring to deliver exceptional customer service and actually delivering winning customer service. The right team can make the biggest difference in exceptional service experiences. Every time I review customer submitted feedback, I always look for key terms that establish patters for successful customer service interactions or potential negative trends in customers’ experience.

Exceptional Customer Service 92

Exceptional Customer Service Customer Service Customers Interaction 92

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One of the biggest challenges for any B2B marketer is understanding your prospects’ next move — who is most likely to buy and when. Without these insights, marketing campaigns can feel more like guesswork, with high investment and little return. We’re here to tell you there’s a better way. By tracking buyers’ digital footprints and online activity, such as website visits, product reviews, and spikes in content consumption, you can engage prospects with a message that really resonates.

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