Experience Investigators by 360Connext

MAY 20, 2015

Did you know that only 30% of Americans feel truly engaged and inspired at their full-time jobs? That’s a lot of misery and it certainly ripples out to the customer experience and the bottom line. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

GetFeedback

APRIL 11, 2019

Without segmentation, you are forced to engage in what is frequently called “spray and pray” marketing. The way to do that is to create content, and provide users with online experiences that give them more “wow moments.” This will lead to increased loyalty, engagement, and conversions.

Advertising 239

Advertising Social Media User Experience Customers 239

Second to None

OCTOBER 9, 2018

Second To None empowers customer-centric brands to deliver consistent, intentional and authentic consumer experiences. We adeptly design and manage mystery shopping, compliance, engagement and voice of customer solutions grounded in strategic relevance, program integrity and actionable insights.

Online Experience 67

Online Experience Customer Centricity Voice of Customer Brands 67

InMoment XI

APRIL 3, 2024

The digital customer experience has become an essential part of the way that consumers navigate the marketplace. They don’t view a transaction as an online experience, a mobile app experience, or a customer service experience, they view it as one continuous experience that they had.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

InMoment XI

JANUARY 4, 2024

It encompasses the in-store experience just as much as it does the online experience. In order to master the retail customer experience, you first need to understand the whats, the whys, and the hows. What is the Retail Customer Experience? Personalization creates a more engaging and relevant experience for users.

Retail 195

Retail Customer Experience Social Media NPS 195

CSM Magazine

NOVEMBER 22, 2023

Let’s dig deeper into why, especially on high-velocity shopping days like Black Friday, crafting an impeccable digital experience is not just desirable, but absolutely vital: Engaging the Empowered Consumer: Today’s consumers are digitally savvy, well-informed, and, most crucially, empowered.

Online Experience 52

Online Experience E Commerce Retail E-support 52

Experience Investigators by 360Connext

MAY 19, 2015

Jeannie Walters Jeannie Walters is the Chief Customer Experience Investigator™ and founder of 360Connext, a global consulting firm specializing in the cornerstones of customer experience: customer engagement, employee engagement and connections like social media.

Customer Journey Mapping 234

Customer Journey Mapping Customer Journey Workshop Social Media 234

TechSee

JUNE 23, 2021

Companies recognized the need to deliver engaging, frustration-free online experiences for their customers, and many turned to remote visual assistance to help them achieve their goals. The pandemic was the catalyst that pushed many service organizations to re-think the way they interact with customers.

Insurance 168

Insurance Contact Center Consumers Technology 168

Joe Rawlinson

JULY 8, 2015

And for retailers, this means understanding more about how to engage with this demographic and working out what they require from a shopping experience. It’s a myth that millennials have abandoned physical stores in favour of online shops. Ongoing social engagement. In fact many millennials still prefer to visit a store.

Customer Service 144

Customer Service Social Media E Commerce Retail 144

Beyond Philosophy

JUNE 4, 2015

If you are separating the online channel from the brick and mortar channel, or the mobile online experience from the mobile app, you are missing the advantage of having a consistent experience. Colin is an international author of four bestselling books and an engaging keynote speaker. Meld the Worlds.

E Commerce 141

E Commerce Sports Retail Omnichannel 141

Experience Investigators by 360Connext

FEBRUARY 9, 2018

Mixed message can make their way into signage, marketing materials, online experiences, and countless other touchpoints within every customer journey. Does it drive the next best action, or leave them scratching their heads and dropping out of the journey? We’re all guilty.

Touchpoint 207

Touchpoint Customer Journey Mapping Workshop Customer Journey 207

Beyond Philosophy

JUNE 11, 2015

just how jaded and seeking for social interaction have customers become, in their relationships with vendors and their loyalty and engagement programs, that experiences need to always be fun and inclusive? Combine both offline and online experiences, where virtual and in-person activities can be worked into gaming.

Loyalty Programs 106

Loyalty Programs Loyalty Consumers Retail 106

Beyond Philosophy

DECEMBER 12, 2016

Per online shoppers, these three things are on their list, and they are checking them twice. But it’s up to you to get the understanding you need to discover if you are delivering holiday magic to their online experience or presenting them a lump of coal. Follow Colin Shaw on Twitter @ColinShaw_CX.

Loyalty Programs 157

Loyalty Programs Books 2015 2016 157

Beyond Philosophy

JULY 7, 2022

The engagement rate was high for me, which is saying something because I usually skip this kind of stuff. For example, one of the primary differences between a brick-and-mortar place and an online exchange is the presence of people. But, then, you apply that to both experiences. Customers are almost split on this issue, too.

Retail 160

Retail Online Experience Interaction 2021 160

Beyond Philosophy

FEBRUARY 3, 2015

Strategy for CTA buttons is all well and good for the online experience, but what about retail experience and the CTAs that help consumers make decisions there? Engaging the subconscious shopper is a skill supermarkets are always perfecting. They don’t. Follow Colin Shaw on Twitter @ColinShaw_CX. . <

CEM 121

CEM 2004 Books Retail 121

TechSee

MARCH 10, 2021

We are living in a ‘remote first’ world where visual engagement has become a critical piece in our current day-to-day interactions. This remote and digital-first world has made service organizations rethink how to engage with customers. Visual = Engaging. Visual transformation will augment digital experiences.

Customer Service 109

Customer Service Demo Engagement Customers 109

CSM Magazine

JUNE 17, 2020

The New Platform Raises the Bar for Live Digital Customer Engagement. Vee24 , the leader in intelligent, conversational, multi-experience solutions, today announced the launch of its latest release, raising the bar for live online customer engagement. The new release raises the bar on live engagement technology.

Automotive 52

Automotive Engagement Multi-Channel Banking 52

Optimove

DECEMBER 14, 2023

What it means for consumers: Consumers can look forward to supporting and engaging with brands that prioritize ethical and sustainable practices, aligning their choices with their values.  What it means for marketers : Short-form video, live streaming, and interactive video formats will be key to engaging audiences effectively. 

2024 119

2024 Marketing Consumers Download 119

Joe Rawlinson

AUGUST 9, 2017

Here are three ways you can enhance your customer service to deliver a more satisfying e-commerce experience to your customers and outdistance your competition. Engage Customers With More Personalized Service. Use social media channels to keep in touch with your customers and stay engaged.

E Commerce 104

E Commerce Consumers Customer Service Social Media 104

Bold360

APRIL 12, 2021

Bhairavi Mehta, Customer Relationship Manager at Bold360 shares the top seven customer engagement trends she’s seen across Bold360 customers over the last year — with real-world examples you can probably relate to. . How is customer engagement changing in the new normal? T heir digital engagement has increased fivefold.

Customer Engagement 52

Customer Engagement Engagement E-support Multi-Channel 52

Experience Investigators by 360Connext

NOVEMBER 12, 2019

Trust is built throughout the journey, which today probably includes partners, several layers of employees and technology that the customer wants to work seamlessly with the offline and online experience. Customer experience is almost a misnomer at this point. And each step creates a moment to build trust.

Brands 160

Brands Technology Customer Experience Professionals Connections 160

Beyond Philosophy

OCTOBER 3, 2014

Downie explained that this was the result of recognising that Customer Service is only the final action in what has to be a much more strategic focus on the whole Customer Experience. “If I agree and believe this is about another critical factor to creating a great Customer Experience, Employee Engagement.

Leadership 154

Leadership CEM 2014 Sports 154

Customer Bliss

FEBRUARY 1, 2019

Rhiannon stressed the importance of working with her PR and Marketing, and IT teams to collaborate and create the best online experience. Focusing on the digital experience for visitors meant looking at processes for buying tickets and memberships. KEEP YOUR VISITORS ENGAGED.

Hospitality 125

Hospitality Culture Financial Retail 125

Beyond Philosophy

NOVEMBER 27, 2020

Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s leading Customer experience consultancy & training organizations. Colin is an international author of six bestselling books and an engaging keynote speaker. Satmetrix Systems, Inc., and Fred Reichheld. Follow Colin Shaw on Twitter @ColinShaw_CX.

Net Promoter Score 150

Net Promoter Score NPS Insurance Consulting 150

BirdEye

FEBRUARY 21, 2025

Increased patient engagement Timely responses to reviews develop better relationships with existing patients. Improved credibility A robust online reputation with positive doctor reviews enhances your credibility, helping to build patient trust.

Management 59

Management Healthcare Multi-Channel 2024 59

Thunderhead

JULY 2, 2018

Of all the industries, they have a very genuine association with customer engagement – and are uniquely placed to achieve this. Of all the industries, Building Societies have a very genuine association with customer engagement– and are uniquely placed to achieve this. Trust is at an all-time low”.

Customer Engagement 40

Customer Engagement Engagement Banking Financial 40

Eptica

SEPTEMBER 10, 2015

Poor online experience Customers have high, continually rising, expectations. Digital customer service has to match and surpass this, delivering an excellent experience that reassures the consumer and provides them with a fast, accurate and comprehensive response to their query. Share this page on: Tweet.

Customer Service 76

Customer Service Social Media Contact Center 2015 76

Hero Digital

NOVEMBER 5, 2018

Now, less than a year after launch of the new Houston Methodist Hospital Foundation site, we’re proud to announce that our work for the Houston Methodist Hospital Foundation has won an Acquia Engage Award in the category of “Working Towards a Better Tomorrow.”

Engagement 40

Engagement Hospitality Healthcare Innovation 40

Beyond Philosophy

JULY 13, 2016

On the disruptive nature of improving Customer experience, the airline representative spoke of how the organizational change is “ valuable in its own right and should be considered a benefit of focusing on Customer Experience.”. Colin is an international author of five bestselling books and an engaging keynote speaker.

Customer Experience 111

Customer Experience Airlines Banking Retail 111

ShepHyken

SEPTEMBER 27, 2017

So, the other day I’m flying to a speaking engagement. When Nordstrom decided to move into the online world, many of their customers were concerned that they would erode their reputation for amazing service. Regardless of location – instore or online – Nordstrom will always focus on making sure the customer has the best experience.

Brands 86

Brands Customer Service Training Online Experience Customer Service 86

Optimove

DECEMBER 8, 2020

What’s more, this joint solution allows marketers to benefit from: Enriched customer profiles with real-time data: Unify all customer data from sources such as CRM, service clouds, and data warehouses via Optimove and incorporate powerful engagement-level data captured by Dynamic Yield from apps and websites.

Touchpoint 78

Touchpoint Online Experience Brands Customer Journey 78

SurveySensum

JUNE 25, 2019

Imagine a guest has just filled an online experience measurement form and customer experience managers get the instant notifications. This gives an opportunity of turning a disappointing dining experience into a delighted one by offering on the spot rewards to the customers.

Guest Experience 75

Guest Experience Management Hotels Return on Investment 75

Natalie Petouhof

SEPTEMBER 19, 2016

47% write about good online experiences. 70% would create a video and post it online or write a review about their experience with a company. 89% intentionally visit showroom to see product; then price compare & buy online at best price. Engage Millennials Around Life Events.

Wireless 76

Wireless Social Media Events Contact Center 76

Happy or Not

NOVEMBER 20, 2024

Improved customer experience across all channels Gathering feedback across all aspects of the customer journey, from online experiences to direct interactions, enables a business to identify areas where the experience can be improved.

User Experience 36

User Experience Customer Satisfaction Feedback Social Media 36

inQuba

JUNE 30, 2020

Mapping the customer journey is often the first step an organisation takes when it wants to improve the customer experience. The more touchpoints you have, the more complicated — but necessary — such a map becomes[i]. The more touchpoints you have, the more complicated — but necessary — such a map becomes[i].

Customer Journey 98

Customer Journey Customer Journey Mapping Touchpoint Consulting 98

Kustomer

NOVEMBER 4, 2020

Increase customer engagement and conversions. With customers expecting personalized, in-the-moment online experiences, the value of real-time data insights is paramount. Guest blog post written by John Allen, Director, Global SEO at RingCentral, a global UCaaS, VoIP and customer engagement strategies provider. Hey Google!)

2021 124

2021 Customer Experience E-support Omnichannel 124

Gainsight

MAY 18, 2020

How We Turned a Beloved 5,000 Person Tech Conference Into an Epic 22,000 Online Experience in 45 Days. Just nine short weeks after deciding to transform the much-loved Pulse event into an online experience, we hosted over22,000 Customer Success and Product professionals from 50+ states/countries. Values Drive Value.

2020 105

2020 Events ROI Multi-Channel 105