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

InMoment XI

APRIL 3, 2024

But where customer experience takes every interaction into account, the digital experience focuses more specifically on those interactions that occur with digital touchpoints. The digital customer experience has become an essential part of the way that consumers navigate the marketplace. Let’s get into the details.

Customer Expectations 195

Customer Expectations Touchpoint Omnichannel Social Media 195

Second to None

JUNE 7, 2018

Creating an online experience that pushes customers further along their path-to-purchase can be a differentiator between growth and stagnation. Social media can serve as a foundational tool to establishing your organization’s online reputation, because it is a direct form of communication with your consumers.

Social Media 59

Social Media Voice of Customer Brands 2018 59

Ecrion

SEPTEMBER 3, 2020

You can use text campaigns to send visual elements, respond to customer inquiries, send reminders, updates, and information about loyalty programs. Social Media. Social media is one of the most important platforms to consider when it comes to designing a digital marketing campaign. Social media interaction.

Customer Engagement 98

Customer Engagement Engagement Social Media Touchpoint 98

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 am sure you’ll have a great time!

Leadership 154

Leadership CEM 2014 Sports 154

Customers Rock!

SEPTEMBER 6, 2011

I recently exchanged Facebook messages with Deb Robison , a smart marketing and social media gal. Additionally, the online experiences that customers have with companies, whether on the company website or via social media, are creating a higher degree of visibility. Look in the mirror.

Customer Experience 89

Customer Experience Social Media Customer Expectations Customers 89

ShepHyken

JANUARY 30, 2017

Southwest’s Communications Chief Shares Her Top 3 Crisis Management Tips by Social Media Today. Social Media Today) Nearly half of all organizations make the mistake of not planning for a crisis, thinking it’s either superstitious or somewhat futile. Customer Service Software Buyer Report – 2016 by Craig Borowski.

2017 83

2017 Article Customer Service Airlines 83

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

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. They also used targeted offers surrounding a geographic area near a brick and mortar store and improved their loyalty app.

E Commerce 141

E Commerce Sports Retail Omnichannel 141

LoyaltyPlus

NOVEMBER 19, 2020

Loyalty programmes are crucial as businesses cater to the needs of a new kind of shopper, one who is quite prepared to explore new channels, more specifically, digital. As it is, if retailers are a brick-and-mortar outlet, providing an omni-channel experience like ordering online or picking items up in-store is increasingly important.

Retail 40

Retail Loyalty E Commerce 2020 40

Natalie Petouhof

SEPTEMBER 19, 2016

Two billion are active on social media and 1 in 3 consumers prefer social to phones for service. Here’s some stats: 75% created a profile on a social networking site. And millennials take online action all the time! 47% write about good online experiences. Who’s leading the way?

Wireless 76

Wireless Social Media Events Contact Center 76

Lumoa

JUNE 26, 2023

Omnichannel marketing customer experience is a strategy that integrates all marketing touchpoints – both offline and online – to create a seamless customer journey. They want to browse online, pick up offline, and tag your brand on social media.

Omnichannel 78

Omnichannel Customer Experience Net Promoter Score Social Media 78

CSM Magazine

JUNE 14, 2023

Additionally, having a responsive customer service team ready to assist with any issues or inquiries can go a long way in building trust and loyalty in your online customer base. By leveraging social media, you can engage with your audience and build long-lasting relationships. Remember to encourage customer reviews.

Customer Service 52

Customer Service Social Media Retail Magazine 52

Hallmark Business Connections

MARCH 16, 2021

With the increase in options that online shopping affords, we also saw brand loyalties tested. Create a seamless offline-to-online experience. Boomers are interacting with online channels more than ever, but that doesn’t mean they’ll never return to their old offline favorites. Encourage BOPIS shopping.

Marketing 98

Marketing Social Media Retail Insurance 98

SurveySparrow

JULY 27, 2023

Well, it’s all about leveraging the power of digital technologies and channels to enhance customer interactions, streamline processes, and create personalized experiences throughout the entire customer journey. We’re talking about websites, mobile apps, social media, online chat, and more!

Customer Experience 52

Customer Experience Social Media Multi-Channel Touchpoint 52

Storyminers

AUGUST 21, 2018

If your business is one that needs to appeal to both younger and older consumers, your best bet is to reach out both online and offline in an attempt to cover all your bases. Here are nine ways to customize your in-store and online experience to reach multiple generations: 1. Plan a Social Media Strategy.

Customer Experience 49

Customer Experience Social Media Advertising Customers 49

Happy or Not

NOVEMBER 20, 2024

The possibility of collecting customer feedback is one of the most valuable tools for businesses aiming to enhance their user experience (UX) and improve customer satisfaction. By showing customers that their feedback is valued, companies build loyalty, and customers feel more connected to the brand.

User Experience 36

User Experience Customer Satisfaction Feedback Social Media 36

Happy or Not

SEPTEMBER 23, 2021

If done right, customer service will result in happy customers, and promote customer loyalty and referrals. Happy customers leave great reviews, recommend your business via word-of-mouth or on social media, and provide repeat business. It also works to measure lifelong loyalty percentages and predicts business growth.

Customer Satisfaction 66

Customer Satisfaction Net Promoter Score NPS Touchpoint 66

Kitewheel

JULY 2, 2020

To thrive, retailers must have a successful online store. The online experience for many brands has already had an impact on customer behavior, but COVID-19 has accelerated the need to build better digital retail experiences. Social Media . Significant Challenges and Opportunities for Digital Retail.

Retail 52

Retail Social Media 2008 Consumers 52

ijgolding

MARCH 22, 2017

A study by Convergys states that 73% of GenY customers will leave after one bad experience and have no hesitation to go public with their dissatisfaction. These kind of interactions and post-purchase reviews across social media can go viral and put a dent on the company’s reputation and revenue in detrimental ways.

E Commerce 81

E Commerce Customer Experience Multi-Channel E-support 81

Lumoa

NOVEMBER 10, 2021

It’s easy to understand this sentiment, given that nearly 75% of buyers indicate that they would pay more for a product in exchange for a great customer experience. Source: SuperOffice A solid customer experience helps to build brand loyalty, which in turn lowers churn and increases the lifetime value of the client relationship.

Customer Experience Design 78

Customer Experience Design Customer Experience User Experience Touchpoint 78

Chattermill

NOVEMBER 4, 2018

The technology works to highlight fundamental topics affecting customer loyalty, such as product attributes, online experiences and customer support. From there, messages (tickets, social media message, even voicemails) are sent to the appropriate person. Social Media & Brand Monitoring.

Social Media 76

Social Media Net Promoter Score Feedback CEM 76

Happy or Not

JULY 18, 2023

Companies must prioritize the customer experience online because it directly affects how satisfied, loyal, and likely to come back customers are. One way ecommerce businesses can enhance the customer experience is by using customer data and taking advantage of social media platforms.

Customer Experience 36

Customer Experience Social Media Customer Retention Feedback 36

Storyminers

AUGUST 21, 2018

If your business is one that needs to appeal to both younger and older consumers, your best bet is to reach out both online and offline in an attempt to cover all your bases. Here are nine ways to customize your in-store and online experience to reach multiple generations: 1. Plan a Social Media Strategy.

Social Media 40

Social Media Customer Experience Advertising Return on Investment 40

Kayako

MARCH 14, 2017

For Dollar Shave Club, the customer experience is tightly integrated with their brand. Their tongue-in-cheek humour is evident throughout, from their launch video (with over 24m views) to quirky faux quotes on their packaging, and social media interactions. Brand also forms a key part of the Warby Parker customer experience.

Brands 39

Brands Customer Experience 2017 Retail 39

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 Union Street Guest House Commits The Worst Social Media Blunder EVER! I am sure you’ll have a great time! Customer is Not Always Right.

Leadership 68

Leadership 2014 Sports Hotels 68

CSM Magazine

JUNE 17, 2020

“Our clients, on average, benefit from more than 35 percent net new revenue, 45 percent operational savings, and 95 percent customer satisfaction ratings, driving real value and customer loyalty.”. Customers today craft their own journey to connect with companies, demanding a consistent, unified brand experience physically or virtually.

Automotive 52

Automotive Engagement Multi-Channel Banking 52

Optimove

AUGUST 15, 2023

As a result, most of us are no strangers to scanning QR codes to pay for goods at the till, grab in-store discounts, reap loyalty rewards, and see what’s on the menu (52% of the one million+ restaurants in the United States use QR code menus). A frictionless user experience. Long and short? The result?

Brands 52

Brands Marketing 2025 Events 52

Eptica

MARCH 14, 2018

Loyalty is driven by meeting consumer needs. They want an easy, transparent experience from brands that treat them well, value their time and reduce friction in all areas. How are UK banks doing in terms of the customer experience? The social media experience delivered by the banks also trails behind some other sectors.

Banking 49

Banking Customer Experience 2018 Social Media 49

Service Untitled

DECEMBER 24, 2010

Then the customer moves on to the quality of the customer service experience, ease of checkout, security measures, and the significance of the entire online experience becomes the buyer’s reality. Reward programs instrumental for customer loyalty Consumers are definitely making wiser purchases than they did years.

Customer Satisfaction 44

Customer Satisfaction E Commerce Rewards Programs Retail 44

Eptica

JUNE 20, 2018

How can brands therefore deliver the online experience that consumers expect and demand? Make it simple for consumers to rate answers, and further increase efficiency by using the same knowledge base across multiple channels, such as email, social media and the telephone, as well as the web. Share this page on: Tweet.

Customer Experience 58

Customer Experience 2009 2018 Consumers 58

SurveySensum

FEBRUARY 24, 2023

Top 5 solutions to improve customer satisfaction in the automotive industry Here are the top 5 solutions that can help you to improve customer satisfaction and deliver the best online experience in the automotive industry. of those occurring online. This can help you earn their loyalty toward your business.

Automotive 52

Automotive Customer Satisfaction Touchpoint Feedback 52

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 Union Street Guest House Commits The Worst Social Media Blunder EVER! I am sure you’ll have a great time! Customer is Not Always Right.

Leadership 60

Leadership 2014 Sports Hotels 60

SurveySparrow

SEPTEMBER 27, 2023

Before we dive into how big data can transform customer experiences, let’s take a moment to truly grasp the concept of big data. Think about the last time you made an online purchase, posted on social media, or even used your smartphone to navigate through traffic. Big data helps create these bespoke experiences.

Customer Experience 52

Customer Experience E Commerce Loyalty Programs Social Media 52

CSM Magazine

JUNE 9, 2016

But what if e-commerce merchants had the ability to not only collect massive amounts of data about their customers’ experience and behavior, but also to use it to anticipate and deliver the seamless, targeted experience those customers really want? Identify customer’s social media usage and influence.

E Commerce 40

E Commerce Magazine Social Media Culture 40

Magellan Solutions

AUGUST 13, 2021

Content moderation simply refers to the practice of analyzing user-generated submissions, such as reviews, videos, social media posts, or forum discussions. However, it won’t always grasp the full intent and context of a social media post or a customer comment. Fake news is a real and serious danger that lurks online.

Social Media 40

Social Media Government Culture Brands 40

Provide Support

APRIL 13, 2016

When people have a less-than-favorable online experience, they fault the company immediately. Customer surveys and feedback can be collected via email, social media or on the website. Surely, digital is only one part of the customer experience, but it is a big part. Create a helpful self-help system.

Customer Relationships 43

Customer Relationships 2016 Social Media 2003 43