Experience Investigators by 360Connext

DECEMBER 3, 2014

We find new ones to showcase all the time, so we wanted to leave you with some of our favorite examples from 2014. It’s an ongoing obsession. We hope these clever, creative and fun examples inspire you to review your own microinteractions and make the most of them! Don’t stop sharing those moments with us.

Innovation 232

Innovation Customer Service Social Media Consulting 232

ijgolding

NOVEMBER 25, 2014

Those of you who have ever seen the reaction of teenagers who have experienced a failing Wi-Fi connection will know exactly what I am talking about. In 2014, Wi-Fi has become such a critical part of our day to day lives that it is difficult to imagine how we might exist without it.

Social Media 212

Social Media Hotels Entertainment Retail 212

Kayako

FEBRUARY 11, 2016

And as social media platforms like Twitter and Facebook have risen up to the mainstream, and mobile internet and smartphone usage has boomed, customers have become much more connected. What is the connected customer? Now, customers are far more connected to both brands and each other. Word of mouth and the connected customer.

Connections 120

Connections How To Social Media Airlines 120

Experience Investigators by 360Connext

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day! It is part of a broader celebration of Customer Experience Day. . Image credits: WikiThreads , Global X via Creative Commons license.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

ijgolding

NOVEMBER 28, 2014

After 50 calls between British Gas and Scottish Southern, I received a panicked phone call from our tenant in March 2014 to say that British Gas had served a warrant to ‘rip out’ the gas meter!! It transpired that a bill of over £1,800 was outstanding to British Gas – but they had never been the gas supplier!!

Social Media 318

Social Media Airlines Video Consumers 318

ijgolding

OCTOBER 6, 2014

This blog post is written to mark the second global Customer Experience Day on Tuesday 7th October 2014. Monday 29th September 2014. Tuesday 30th September 2014. The meeting this morning saw me present to two people who did not appear to connect with anything I said or did. Wednesday 1st October 2014.

Customer Experience Professionals 200

Customer Experience Professionals Customer Experience Customer Centricity Customer Journeys 200

Experience Investigators by 360Connext

OCTOBER 31, 2014

3) Connect through empathy. Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. Added by Anne Reuss on Jun 03, 2014. Added by Anne Reuss on Jul 29, 2014. Your visitors have a reason for being on your website so get into their hearts and minds.

e-support 197

e-support Social Media Consulting Customer Centricity 197

Experience Investigators by 360Connext

OCTOBER 6, 2014

CX Day 2014. 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. Image Credit: Jason Hargrove via Creative Commons.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

Kerry Bodine

JULY 31, 2017

Back in May 2014, I wrote a post titled The Connection Between Customer Satisfaction & Stock Price. The mechanics that connect customer experience to stock price—via increased revenue and decreased cost to serve—are the same no matter your industry or size. That same investment would be worth just $158 on the S&P.

Customer Experience 180

Customer Experience Customer Satisfaction Analysis Financial 180

PeopleMetrics

AUGUST 1, 2014

— Alton Brown (@altonbrown) July 1, 2014. — Alton Brown (@altonbrown) July 1, 2014. — Alton Brown (@altonbrown) July 1, 2014. And his followers, 803,000 of them in total, were given a glimpse into how difficult it can be to connect with someone at Comcast when you need them the most. It only took 1.76

Feedback 120

Feedback Customers Video Connections 120

CloudCherry

FEBRUARY 26, 2019

Some of the data challenges reported by the respondents are: The quality of data and access to diverse sources of data are the top two challenges today facing analytics teams, as they have since 2014. This year’s study establishes a clear connection between maturity level and partnership with service providers and consultancies.

Analytics 256

Analytics Report Analysis Study 256

ijgolding

APRIL 25, 2017

In April 2014, I wrote an article entitled, ‘Common Sense – The Not So Magic Customer Experience Ingredient’ – If you did not, or do not want to read it, I told two quite ridiculous tales of the lack of application of common sense. The Wi-Fi in this hotel had the slowest connectivity I have EVER experienced.

Airlines 164

Airlines Hotels Customer Experience Connections 164

C3Centricity

OCTOBER 1, 2019

This mentions another of the reasons it is important to go beyond what customer's expect today - the emotional connection. In a video way back in 2014 Tim Cook talked about being " better." And whatever you do must have an emotional impact on the receiver.” . What he did ask questions about however, was their pain points.

Customer Satisfaction 245

Customer Satisfaction Hotels Marketing Customer Centricity 245

ijgolding

SEPTEMBER 24, 2015

It was a sentiment I very much agreed with – you can read more about the 2014 results here. The 6 pillars are as follows: Personalisation – Using individualised attention to drive an emotional connection. The 2015 results appear to go a step further. Integrity – Being trustworthy and engendering trust. Amen’ to that.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

Vonage

JANUARY 30, 2019

Nine out of the ten topics mentioned in our inaugural 2014 version have become mainstream. For instance, what about inventing a non IVR way of connecting customers to the best resource? Jonty Pearce, editor of callcentrehelper.com pointed out that the annual webinar, which this post is based on, has a pretty good track record.

Omni-Channel 228

Omni-Channel Self Service Innovation Technology 228

Vonage

AUGUST 15, 2016

In addition, the Group’s “ 2014 State of Digital Transformation ” survey found that overhauling customer service to meet the expectations of digital customers was the lowest ranked of eight priorities on companies’ digital transformation initiatives. Using Salesforce CTI to connect customer data to the sales and service experience.

Self Service 120

Self Service Contact Center Trends Sales 120

NICE inContact

DECEMBER 9, 2015

We can easily add more agents regardless if they’re working from home or elsewhere – all they need is a computer and internet connection.”. Columbia Sportswear has seen the following results since implementing inContact cloud solutions in early 2014: Talk time reduced by an average of 20 seconds. 1,346 man hours saved for the year.

Customer Service 188

Customer Service Contact Center e-support Call Center 188

Michelli Experience

JULY 5, 2016

Forbes magazine has labeled him the “most bankable star” and as of 2014 his movies alone had grossed $6.6 In a general sense, Will Smith understands that no amount of marketing can sustain success for a concept that fails to connect with its audience. Enough about our teacher, on to the lesson…. 3 Try to improve lives.

Brands 140

Brands Entertainment Customer Expectations Meeting 140

NICE inContact

JULY 13, 2016

After six years in the cloud, Hoveround added inContact’s award-winning Personal Connection™ proactive outbound solution in 2014 and has seen outstanding results by eliminating the tell-tale awkward pause of typical legacy dialers.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

Storyminers

NOVEMBER 2, 2016

CVS Health Corporation stopped selling tobacco products in 2014 to the dismay of shareholders but the applause of health care and insurance professionals. I suspect that as people of different backgrounds and interests connect more frequently and share more deeply with each other, they will feel safer and more comfortable.

Policies 170

Policies Customer Experience Hospitality Insurance 170

Beyond Philosophy

SEPTEMBER 9, 2014

To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. 9 May 2014. 20 August 2014. < If you would like to follow Beyond Philosophy click here Follow Colin Shaw on Twitter @ColinShaw_CX Sources: Spector, Dina. www.businessinsider.com.

Hotels 161

Hotels CEM Analysis Customers 161

QuestionPro Audience

JULY 24, 2017

Take a look at the Target breach in Jan 2014. Executives including the CISO were fired. When the impact of a data breach affects shareholder value, consumer confidence and loyalty, and ultimately bottom-line revenue, it’s time to dust off the resume. Depends on the publicity and consumer impact of the data breach. Whoops!

Data 150

Data Social Media Policies Consumers 150

CX Journey

SEPTEMBER 4, 2014

I originally wrote today''s post for InsideCXM , where it was published on April 2, 2014. Customer Journey Map : A customer journey map is the ultimate tool to help connect all employees to how they contribute to - and impact - the customer experience. I have modified the post slightly since then.

Tools 160

Tools Customer Journeys Culture Touchpoint 160

CX Journey

JULY 17, 2014

I originally wrote today''s post for The DiJulius Group ; it was posted on their blog on May 15, 2014. San Diego Zoo : To become a world leader at connecting people to wildlife and conservation. Is your company short-sighted when it comes to the customer?

Customer Experience 175

Customer Experience Customer Experience Management Customer Centricity Customers 175

Kayako

MAY 11, 2017

Virgin knows many of its passengers are businessmen and women who need to stay connected to the grid at all times – even at 35,000 feet. Companies that utilize big data and customer analytics see 14% more customer retention than companies that do not, according to a 2014 report by Aberdeen Group.

How To 248

How To Case Study Customers Industry 248

Customer Bliss

SEPTEMBER 19, 2019

Connect, Partner, and Reflect. She has seen things evolve over the past five years, and is proud of their new, trademarked, communication model, “ connect, partner, and reflect. ” So, whether someone is dealing with a colleague, a patient, a physician, or staff member, there’s a protocol for forming the connection.

Communication 135

Communication Hospitality Healthcare Customer Journeys 135

Customer Bliss

MAY 4, 2017

She eventually was “lured away” by Concur a few years ago; she’s been there since November 2014 as VP of Customer Experience. They take companies of all sizes and stages beyond automation to a completely connected spend management solution encompassing travel, expense, invoice, compliance and risk.

Leadership 160

Leadership Customer Experience Customer Journeys Net Promoter Score 160

Experience Matters

FEBRUARY 23, 2015

This graphic from the report “ The ROI of Customer Experience, 2014 ” shows the connection between CX and loyalty. This video shows the definition of CX ( the perception that customers have of their interactions with an organization ) as well as three elements of an experience ( success , effort , and emotion ).

Customer Connectedness 120

Customer Connectedness Infographics Customer Experience Video 120

Experience Investigators by 360Connext

APRIL 30, 2015

” “Let’s give them a chance to stay connected on their terms.” Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. Added by Anne Reuss on Jun 03, 2014. Added by Anne Reuss on Jul 29, 2014. " Added by Anne Reuss on Aug 01, 2014.

Brands 110

Brands Retail Consulting Touchpoint 110

Customer Bliss

MAY 17, 2016

You can connect with Mark on LinkedIn here. Take Away Messages for the Audience. How and why Audi decided it needed to align more ‘traditional’ operations with digital operations from both a B2B perspective (working with dealerships) and a B2C perspective (selling cars to consumers).

Case Study 81

Case Study Chief Customer Officer Customer Centricity B2C 81

Customer Bliss

JANUARY 19, 2018

“The connection between the propagation of unrealistic body images and negative health effects, especially in girls and young women, has been established. CVS is connecting with the customers to make a positive impact in their lives. ” Now THIS is deciding to be real. ” Now THIS is deciding to be real.

Retail 135

Retail Culture Connections Study 135

Help.com

JANUARY 9, 2015

This month, instead of spotlighting companies who have given our team members outstanding customer service, we decided to highlight our favorite “surprise and delight” campaigns from the 2014 holiday season. Taylor Swift’s Gift Giving of 2014. WestJet Christmas Miracle: Spirit of Giving does not disappoint. Fedex: #DeliverJoy.

Social Media 100

Social Media Airlines Video Groups 100

ijgolding

DECEMBER 17, 2014

What happened to me and my fellow passengers on the afternoon of the 12th December 2014 serves as a brilliant example of how NOT to deal with an exceptional event – when something goes wrong. The air traffic control issue was in no way connected to any airline. I would like to share the story with you.

Airlines 209

Airlines Company Customer Journeys Travel 209

Experience Investigators by 360Connext

JANUARY 30, 2015

Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014. Added by Anne Reuss on Mar 31, 2014. Added by Anne Reuss on Jun 03, 2014. Added by Anne Reuss on Jul 29, 2014. " Added by Anne Reuss on Aug 01, 2014. missing-image.png");})(this);'' />. missing-image.png");})(this);'' />.

Customer Service 110

Customer Service e-support Social Media Leadership 110

Customer Bliss

JANUARY 11, 2018

According to an AdAge article from 2016, this position has been on the rise since the early 2000s – and as of 2014, nearly a quarter of Fortune 100 companies had a CCO (or something akin to it). Why is the CCO role so important? Then the money is doled back out to the silos to plan.

Chief Customer Officer 168

Chief Customer Officer Customer Experience Leadership Customer Journeys 168

Beyond Philosophy

SEPTEMBER 19, 2014

To read more from Colin on LinkedIn, connect with him by clicking the follow button above or below. www.psychology.today.com 1 August 2014. 10 August 2014. If you would like to follow Beyond Philosophy click here Follow Colin Shaw on Twitter @ColinShaw_CX Sources: Weinschenk, Ph. How to Get People to Do What You Want.”

Airlines 118

Airlines CEM Consulting Video 118

Alida

NOVEMBER 10, 2017

And while it’s true that consumer goods companies are already jumping on the connected device bandwagon, these brands need to gather insight on customer preferences to thrive in this lucrative but increasingly competitive space. Related resource: How businesses win with the Internet of Things [on-demand webinar].

Trends 174

Trends Retail e-support Technology 174