Experience Investigators by 360Connext

DECEMBER 17, 2014

'Customer experience is more than a full-time job. It’s more than a project. It’s more than a department. The best organizations spend plenty of time considering how to deliver exceptional experiences. The very best organizations then act upon those ideas quickly and with vigor. As we face the new year, I thought it would be fun to give you 15 ideas that might help you rock 2015 in a rapid fire way.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Customer Bliss

DECEMBER 16, 2014

'There are skill sets specific to driving culture change that need to be present when doing this customer experience work. The lack of these six skills comprises the execution chasm. 1. Experience in Completed Brand and Marketing Projects – Experience from completed project work brings with it huge gains in knowledge, skills and insights. This crucial past experience of many start-to-finish achievements will optimize the customer experience work. 2.

Customer Change 204

Customer Change Metrics Workshop Customers 204

Beyond Philosophy

NOVEMBER 24, 2014

'I meet many organizations that say they want to exceed Customer expectations at every moment of contact. I tell them they are mad! No organization can afford to do this. “The first step in exceeding your customer’s expectations is to know those expectations.”. - Roy H. Williams, Author of the Wizard of Ads. For most organizations, just meeting their Customer’s expectations would provide a good experience.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

Michel Falcon Experience

SEPTEMBER 17, 2014

'To be customer focused, a CEO must pay great attention to past, present and future customer behaviours, motivations and aversions. Take a moment to think. Do you work with a customer focused CEO? I mean, not one who says he is but one who backs up their word with action. Does he invest to improve the company’s customer experience on a consistent basis?

Customer Focused 167

Customer Focused Customer Centricity ROI Social Media 167

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Customer education has become a key driver for growth, retention, and product adoption. Our latest 2024 State of Customer Education Report uncovers critical data and insights from a survey of over 200 industry leaders, offering a look at the evolving role of education in driving business success. Inside, you'll find data on key trends and strategies, including: Strategies for Scaling & Customization: Find out which investments in learning technology deliver the biggest ROI and scalability.

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Bill Quiseng

DECEMBER 15, 2014

This week’s guest post is offered by customer service expert Nicholas Goss. We both share a commitment to help small business owners Deliver the World’s Best Customer Experience. I connected with Nicholas first on Twitter and quickly began a fan of his customer service blog. He was kind enough to allow me to publish here one of his recent posts.

Loyalty 160

Loyalty Connections Blog Customer Service 160

InMoment XI

DECEMBER 11, 2014

If you work in the CX arena – and if you’re reading this, you probably do – you’re familiar with Temkin’s Six Laws of Customer Experience. To recap, number four is, “Unengaged employees don’t create engaged customers.

Engagement 150

Engagement Article Customer Experience Customers 150

Joe Rawlinson

MARCH 24, 2014

'The role of customer service manager means keeping both customers and employees happy. Having the right educational background and skills is a good start. But learning about your team and what makes them more effective is a priority. These suggestions will get you moving in the right direction to building an award-winning customer service team that consistently keeps their customers raving positively about them.

Customer Service 153

Customer Service Customers Consulting Metrics 153

Experience Investigators by 360Connext

NOVEMBER 24, 2014

'Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Today, leaders have more expectations with fewer resources. We’re asked to report on reporting reports, meaning we spend more time saying what happened instead of making things happen.

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

Experience Investigators by 360Connext

OCTOBER 29, 2014

'The following is a Best of 360Connext post. Do we live in a throwaway culture? Probably. It feels that way to loyal customers sometimes, thanks to customer rewards reserved for those walking in the door. When customers feel neglected, they take to the Internet , and on these companies’ very sites I found dozens upon dozens of customers voicing how frustrated they felt.

Poor Customer Service 303

Poor Customer Service Loyalty Social Media Consulting 303

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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

Experience Investigators by 360Connext

OCTOBER 22, 2014

'The following is a Best of 360Connext post. Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. According to Wikipedia , the definition of a touchpoint is: Touchpoint (also touch point , contact point , point of contact ) is business jargon for any encounter where customers and business engage to exchange information, provide service, or handle transactions.

Touchpoint 302

Touchpoint Customer Journey Mapping Customer Journey Social Media 302

Experience Investigators by 360Connext

NOVEMBER 20, 2014

'In 2003 there were 30 Chief Customer Officers worldwide according to the Chief Customer Officer (CCO) Council, reaching 450 by 2011. Over time, however, there has been a gradual recognition of the importance of having an executive in the C-Suite responsible for elevating and growing the customer experience; as of this year, 22% of Fortune 100 Companies and 10% of Fortune 500 Companies have a CCO onboard.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

Experience Investigators by 360Connext

OCTOBER 13, 2014

'The following is a Best of 360Connext post. You know what I have observed about entrepreneurs? They deliver an experience based on who they are. There is nothing more organic than how a passionate entrepreneur creates experiences for his or her customers. The experience is based on the entrepreneur as a person – and often reflects that in spite of their best efforts!

Customer Experience 301

Customer Experience Social Media Consulting Loyalty 301

Experience Investigators by 360Connext

DECEMBER 29, 2014

'We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. We know they craved information which helped them take action and get results, and that’s what our blog is all about. Are you ready to make 2015 even better? We’ve gathered 10 of our most powerful posts to help you fuel up the new year with some of the best information and advice we have to share. 1.

2015 300

2015 Customer Experience Customer Journey Mapping Touchpoint 300

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

Experience Investigators by 360Connext

OCTOBER 2, 2014

'This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. The second annual #CXDay is October 7th, 2014. Come celebrate with us! (Scroll down for more details.). What’s the value of customer experience? It’s an interesting question. Whether by your customers or from within your organization, the value of customer experience can be measured in so many ways.

Customer Experience 297

Customer Experience 2012 2013 2014 297

Experience Investigators by 360Connext

OCTOBER 20, 2014

'The following is a Best of 360Connext post. We Want to Believe. As business owners, we want to believe if we INTEND to have a customer-focused organization, we will! We deliver an experience in the beginning based on who we are, not any plan about how we deliver. It’s organic – we just ARE customer focused. Organizations grow, though, and things happen.

Customer Focused 289

Customer Focused Culture Social Media Communication 289

Experience Investigators by 360Connext

OCTOBER 6, 2014

'The following is a best of 360Connext post. Times have changed. A few years ago, I would utter the phrase “customer experience” and get the strangest looks from people. Today, there is much head nodding. People get what it means and why it’s important. So I decided to have some fun today and let you know why I am so passionate about this subject, plus fill you in on a few really amazing events coming up.

Customer Experience 289

Customer Experience Social Media 2014 Events 289

Experience Investigators by 360Connext

NOVEMBER 26, 2014

'Tomorrow Thanksgiving Day in the United States! I recently sent a letter to the CXI® Club listing some things I’m thankful for this year, but I wanted to be sure this part was not exclusive to people on our mailing list: I’m very thankful for you, reading this [letter] and our blogs each week. We get such tremendous feedback and ideas from our community, and many of you have become friends and clients.

Banking 286

Banking 2012 Loyalty Culture 286

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

OCTOBER 27, 2014

'The following is a Best of 360Connext post. I officially stopped trick and treating (for myself) when I was 17. I almost made it to 18, but my friend and I got back in the car after we walked around the neighborhood for two minutes feeling silly so we went to Chili’s instead. True story. But I still reminisce about the days of sprinting around to see if I could get the biggest and baddest bag.

Customer Service 284

Customer Service Social Media Customer Service Representative Consulting 284

Experience Investigators by 360Connext

NOVEMBER 17, 2014

'Cooks and the customers they serve who can see each other – literally – both feel better about the experience. A recent study found that if cooks in a restaurant kitchen could see the customers ordering and enjoying their food and the customers could see the cooks preparing it, the food tasted better. Transparency in the experience is magic!

Social Media 282

Social Media Consulting Customer Engagement Customers 282

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

'The following is a Best of 360Connext post. Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. 70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service. 64% have made future purchases from a

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Experience Investigators by 360Connext

SEPTEMBER 15, 2014

'The following is a Best of 360Connext post. Customers want convenience on their terms, not yours. With busier schedules and comfort with ecommerce, customers are choosing those brands who provide convenience in the way they like – not the other way around. If you are among these brands, then you understand that customers want convenience on their terms, not yours.

Banking 282

Banking Loyalty Retail Social Media 282

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

Experience Investigators by 360Connext

SEPTEMBER 24, 2014

'I had what I thought was a simple request. Let me explain. One of the nice perks of being on a certain level with American Express is gaining access to Regus business lounges throughout the world. A Regus card shows up in the mail and I use it! Not only is it a good co-working space, but they have offices everywhere. I’ve taken advantage of this perk when traveling , most recently in New York City.

Customer Journey Mapping 282

Customer Journey Mapping Customer Journey Social Media Consulting 282

Experience Investigators by 360Connext

NOVEMBER 13, 2014

'Customers need reassurance. The latest Retail Customer Experience report, Retail Future Trends 2015 , highlights how both consumers and retailers are feeling about trends in retailing. The trends covered include everything from the fall of the shopping mall to the confusion around bitcoins. The survey results from consumers highlighted what customers are really seeking.

Customer Confidence 279

Customer Confidence 2015 Retail Loyalty Programs 279

Experience Investigators by 360Connext

OCTOBER 9, 2014

'For the second year in a row, customer experience professionals around the globe celebrated Customer Experience Day , affectionately known as CX Day. In Chicago, I was happy to be a part of the celebration, as one of the Customer Experience Professionals Association local networking events happening simultaneously around the world. Customer experience as an industry is still in its infancy.

Social Media 279

Social Media Customer Experience Professionals Consulting Events 279

Experience Investigators by 360Connext

DECEMBER 17, 2014

'As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head. Eye-popping innovation for top-notch service. Ebay’s new retail store (an effort with the until now on-line only Rebecca Minkoff store) didn’t just make me turn my head, it made me look twice. The new flagship store is located in New York City.

Innovation 275

Innovation Connections Consumers Sports 275

Advertiser: ZoomInfo

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