Experience Investigators by 360Connext

APRIL 2, 2024

Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways. But, what exactly is a touchpoint? And why do they matter for customer experience teams?

Touchpoint 137

Touchpoint Customer Journey Mapping Customer Experience Customer Journey 137

InMoment XI

AUGUST 17, 2023

Seamless Omnichannel Experience: Ensure a seamless experience across all customer touchpoints, whether online or offline. They are crucial for creating and maintaining a positive customer experience, ultimately leading to customer satisfaction, loyalty, and business success.

Net Promoter Score 370

Net Promoter Score NPS Customer Satisfaction 2023 370

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? Employee engagement hovers around 9,000.

Employee Experience 128

Employee Experience Customer Service Net Promoter Score 2021 128

ShepHyken

SEPTEMBER 29, 2023

He writes about how employee engagement and customer experience can enhance business performance. When organizations recognize the significance of nurturing a positive employee experience (EX) to enhance the customer experience (CX), it creates a powerful synergy that propels the company toward unprecedented success.

Engagement 146

Engagement Employee Experience 2009 Loyalty 146

eglobalis

JULY 25, 2024

Her success is largely due to the European market’s current focus on fundamental CX concepts like journey mapping, cultural transformation, technology, and strategy, areas in which she excels, complemented by her very engaging and likable personality. “Europe’s Economic Decline – How the EU fell behind US.”

Customer Experience 399

Customer Experience Innovation Customer Centricity Culture 399

InMoment XI

OCTOBER 20, 2022

EMEA customer experience experts from Brakes, Solus, BD Medical, and NatWest all noted the importance of building an internal culture within your company to educate your employees on the importance of putting the customer first. Frontline employees need strategic communication.

Customer Experience 397

Customer Experience Culture Workshop Events 397

eglobalis

SEPTEMBER 16, 2024

Introduction A well-executed B2B customer experience (CX) strategy can be the cornerstone of long-term success in today’s competitive landscape. Unlike B2C interactions, B2B transactions are more complex, involving multiple decision-makers, longer sales cycles, and intricate touchpoints.

B2B 297

B2B Customer Experience Customer Centricity Omnichannel 297

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. And, with a deeper customer understanding, develop a framework linking experiences to business outcomes. The customer experience begins with your staff and their employee experience.

Customer Experience 261

Customer Experience Contact Center Return on Investment Employee Experience 261

GetFeedback

MAY 9, 2019

Stage 4 —O perationalize: You begin to re-design your company’s operational processes based on customer insight and other customer experience metrics. At this stage, the cross-functional CX coalition team is also working on engaging the entire workforce in the strategy. Employee experience: Happy employees cultivate happy customers.

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer-Obsessed Organizations Don’t Stop Talking About CX Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. Connect the employee experience to the customer experience in big ways.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Experience Investigators by 360Connext

APRIL 27, 2021

But the CX leaders I know, whether or not they have customer experience in their title, are fighters. They believe in the power of putting the customer first, investing in the employee experience, and tracking progress in order to achieve real success. Cultivate an engaging company culture. How can I make a difference? .

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

Experience Investigators by 360Connext

AUGUST 17, 2021

But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is key to your success. Part of developing a CX Charter is identifying the right people to attend and engage at meetings. These teams are sometimes called a CX Strategic Council, a CX Team, or something similar.

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. More very specific skills are then required to deeply engage the organization's workforce around the common objectives that are linked to that strategy. EMPLOYEE EXPERIENCE The evidence has shown time and time again that the internal experience determines the external experience.

Customer Journey Mapping 307

Customer Journey Mapping Customer Journey Customer Centricity Customer Insights 307

Forrester

SEPTEMBER 25, 2014

It's easy to get swept up in the power of the digital age , where smart mobile devices and cloud services open the door for new and exciting ways to engage customers. We think a lot about how these technologies will create enticing customer experiences (CX), making these digital touchpoints the face of the brand.

Employee Experience 111

Employee Experience Customer Experience Touchpoint Consulting 111

Hello Customer

APRIL 2, 2020

In times of social distancing, where everyone is working remotely it's crucial to keep your employees engaged. Uploading your employee data isn't a daily process, so you don't need all this and you can just do a one-off upload from an excel sheet. In touchpoint settings, you can just find "upload via excel".

Measurement 94

Measurement Engagement Touchpoint Connections 94

Experience Investigators by 360Connext

APRIL 23, 2024

Then consider how to intentionally design and execute on customer journey improvements, internal process design, and employee engagement efforts to move the organization closer to those goals. Strategic Investments in Customer Experience As we often say, CX is a team sport.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

Second to None

OCTOBER 19, 2020

Exceptional organizations stay on the pulse of their employees’ experiences and respond to ideas and concerns. The problem is, how do you measure employee engagement and what does “healthy” employee engagement look like? Employee Satisfaction vs. Employee Engagement.

Engagement 116

Engagement Net Promoter Score Metrics Customer Satisfaction 116

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience. Many customers prefer text; SMS messaging almost always ensures better engagement with the recipient. More Blogs Menu.

Touchpoint 78

Touchpoint Contact Center Call Center 2018 78

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. And, with a deeper customer understanding, develop a framework linking experiences to business outcomes. The customer experience begins with your staff and their employee experience. Engage non-customer-facing roles.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. And, with a deeper customer understanding, develop a framework linking experiences to business outcomes. The customer experience begins with your staff and their employee experience. Engage non-customer-facing roles.

Customer Experience 182

Customer Experience Contact Center Return on Investment Employee Experience 182

Alida

MAY 24, 2018

While physical stores aren’t dead, they need to provide a memorable experience in order to deliver ROI for the company, said Lunger. Get closer to your employees. Several speakers spoke about the importance of employee engagement and employee experience. Fail fast and forward.

Retail 189

Retail 2018 ROI Touchpoint 189

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Customer Care Touchpoint 156

InMoment XI

JULY 12, 2023

In the modern digital world, it’s by creating a seamless customer experience strategy. It directly influences customer satisfaction, loyalty, and advocacy, making it crucial for businesses to deliver exceptional experiences that meet or exceed customer expectations.

Customer Experience 195

Customer Experience Social Media Touchpoint Net Promoter Score 195

Experience Investigators by 360Connext

FEBRUARY 9, 2021

By not investing in customer experience, they are missing opportunities to improve the business results they want simply by keeping customers. 70% of consumers with high emotional engagement spend up to two times or more on brands they are loyal to , according to a study by Cap Gemini. Loyal customers are more valuable to your brand.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

eglobalis

OCTOBER 14, 2024

Introduction: The Changing Landscape of CX Education Customer experience (CX) education has long relied on a model built around a set of 5-6 pillars. The traditional 5-6 pillar model of CX education was created to give professionals a structured approach to understanding customer experience.

Customer Experience 345

Customer Experience Customer Journey Mapping Innovation Net Promoter Score 345

Experience Investigators by 360Connext

DECEMBER 17, 2019

6: Improve Employee Experience to Improve Customer Experience. Your employees need to care – really, truly, deeply care – before anything can really happen for your customers. 4: How the Most Important Touchpoints Get Ignored, And How to Fix It. How can we take on the impossible list of touchpoints ?

2019 178

2019 B2C 2020 Customer Journey Mapping 178

LiveChat

OCTOBER 27, 2016

Your customers’ experience is directly related to your employees’ experience, and with employee engagement levels as low as they are , customer experience is likely to suffer. While low employee engagement is problematic, it’s not exactly surprising. Your employees are your front line.

Engagement 71

Engagement Employee Experience Customer Journey Mapping Touchpoint 71

InMoment XI

AUGUST 19, 2024

For example, a great customer experience might not immediately result in increased revenue but could lead to sustained customer loyalty and higher lifetime value over time. Not Considering Employee Experience: The link between employee experience and customer experience is strong.

ROI 195

ROI Customer Experience Net Promoter Score Telecommunications 195

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Organizations that focus on customer experience as part of who they are don’t stop communicating about it. It’s part of their internal communications and employee engagement rhythm. Your employees need to hear about what customer experience means to your organization, your customers and to your employees!

Communication 178

Communication Customer Experience Customer Journey Mapping Net Promoter Score 178

SurveySparrow

OCTOBER 20, 2021

Employee experience management helps align talent acquisition and employee retention with your overall business goals. Companies are increasingly recognizing the critical importance of their employees and have started to invest in employee experience. Why is employee happiness and experience so important?

Employee Experience 52

Employee Experience Management 2025 Culture 52

TechSee

AUGUST 26, 2020

We are living in the experience economy. Success is no longer simply about the goods or services a company provides; rather, it’s about how those products provide a positive, engaging experience. In fact, according to Gartner research, almost 90% of organizations now employ a Chief Experience Officer or equivalent.

Customer Journey 124

Customer Journey Omnichannel Effort Score Multi-Channel 124

InMoment XI

SEPTEMBER 14, 2023

Employee Advocacy Employees often serve as the first touchpoint between your brand and the public, making them crucial players in managing your reputation. To leverage this, businesses should invest in creating a positive work environment for their staff and providing a great employee experience.

Brands 195

Brands Management Social Media Feedback 195

CSM Magazine

DECEMBER 10, 2021

Employee engagement is even worse, as 34 percent of North American respondents in the poll said they were actively engaged in their current job. For employees, you might need to reimagine the onboarding or recruiting journey to better serve a remote workforce’s expectations. The same is true for your employees.

Employee Experience 98

Employee Experience Omnichannel Rewards Programs Touchpoint 98

InMoment XI

FEBRUARY 1, 2024

This unified view is invaluable for creating consistent and effective customer experiences across all touchpoints. Why Spotlight is Essential for All Businesses Enhancing Experiences: Tailoring Strategies for Satisfaction and Loyalty Spotlight significantly enhances customer and employee experiences.

Social Media 195

Social Media Insights Metrics Loyalty 195

Experience Investigators by 360Connext

MARCH 8, 2021

Stress the importance of how the customer experience is about how you show up not just at transactional points in the journey, but at every touchpoint. It’s also how you show up as employees for one another! What does a seamless, easier experience look like for our customers?

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

TechSee

MARCH 24, 2021

With the new digital-first mentality, the need for remote support and enhanced customer engagement, brands are recognizing the need for a visual-first strategy for acquiring and keeping their customers. What is visual engagement? It all starts with finding the right visual engagement platform.

ROI 109

ROI Touchpoint Engagement Insurance 109

Alida

JULY 4, 2018

“Such efforts establish a clear understanding of where improvements in the customer experience can create value across the organization—financial returns, operational efficiencies, and improved employee engagement and outcomes.”. workforce consider itself engaged in work. percent of the U.S.

Customer Experience 153

Customer Experience Culture Customers Touchpoint 153