Beyond Philosophy

NOVEMBER 10, 2014

There is sometimes a misconception that customer churn doesn’t represent much business, but this isn’t true. JD Power and Associates reported that the annual premiums paid by customers that switch insurance providers amount to $7.6 Your existing customers are far easier to upsell. 26 August 2014. < 26 August 2014. <

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Think Customers

NOVEMBER 2, 2014

Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights the individuals responsible for game-changing customer-focused strategies-- a truly unique event that honors the leaders who create innovative change in their organizations. 1to1Media.com/weblog.

Employee Engagement 70

Employee Engagement Loyalty Innovation Customer Engagement 70

Experience Investigators by 360Connext

MARCH 23, 2015

Rod shares how understanding customers translates into creating special moments for customers and employees alike. The 2014 Seattle Seahawks Superbowl run was an opportunity to recognize who employees are by providing unique opportunities like photo backdrops with the “Seahawks Super Fan” who is one of their profiles.

Insurance 110

Insurance Social Media Consulting Employee Engagement 110

Experience Matters

APRIL 7, 2015

1) Company Overview: Confirmit enables businesses to operationalize feedback and drive change throughout their organizations using the world’s most secure, reliable and scalable solutions for Voice of the Customer (VoC), Employee Engagement and Market Research (MR) programs. Confirmit.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Experience Investigators by 360Connext

MARCH 4, 2015

This idea of pushing a short-term goal at the sake of most other things may have worked before customers have the voice they do now. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. What do you think? Enlightened leaders share their knowledge.

Customer Service 110

Customer Service Airlines Social Media Loyalty 110

Experience Investigators by 360Connext

JANUARY 30, 2015

A beer store went public on Facebook when they accidentally overcharged a customer. Added by Anne Reuss on Jan 31, 2014. Griled Cheese Joint Delivers on Customer Centric Services with a QR Code. Added by Anne Reuss on Feb 28, 2014. Why do many retailers feel the customers don't need to touch anything?

Customer Service 110

Customer Service e-support Social Media Leadership 110

Experience Investigators by 360Connext

JUNE 15, 2015

Alibaba Group did more than $390 BILLION in sales in 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.

Leadership 110

Leadership Innovation Social Media Consulting 110

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 Will Smith started his career as a rapper in the late 1980’s, later starred on the television series The Fresh Prince of Bel-Air, and went on to a blockbuster movie career with films like Independence Day and Men in Black.

Brands 140

Brands Entertainment Customer Expectations Meeting 140

Experience Investigators by 360Connext

JANUARY 21, 2015

One airline trying to understand the actual journey more for their customers is Virgin Atlantic. I’ve flown Virgin Atlantic back and forth to London a couple of times in 2014. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Journeys 110

Customer Journeys Airlines Travel Social Media 110

Experience Investigators by 360Connext

JANUARY 7, 2015

And yet… In 2011, Forrester reported more than half of Chief Customer Officers were not included in their company’s executive management teams. Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014.

Chief Customer Officer 110

Chief Customer Officer How To Leadership Social Media 110

Wired and Dangerous

MARCH 7, 2016

The majority (50.8%) of employees were “not engaged,” while another 17.2% ” The 2015 averages are largely on par with the 2014 averages, and reflect little improvement in employee engagement over the past year. Engaged employees are involved in, enthusiastic about, and committed to their work.

Employee Engagement 70

Employee Engagement Training Engagement Financial 70

CX Journey

APRIL 19, 2016

Kevin Kruse defines the ROI or the business impact of employee engagement (which is just one component or measure of the employee experience, along with trust, happiness, satisfaction, retention, etc.) as the Engagement-Profit Chain, which looks like this. That's insane.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

ijgolding

NOVEMBER 17, 2016

BM: Generally, the customer engagements I’m proudest of are those where the value of becoming more customer-centric has been amply demonstrated and I’ve “converted” sceptics within the company. With the help of our good friend and CX colleague, Bruce Temkin , here are three questions he posed to us to which we responded below.

Customer Experience Professionals 120

Customer Experience Professionals Customer Experience Customer Centricity Customers 120

Beyond Philosophy

OCTOBER 24, 2014

1 Attraction ” on Thursday, October 30th, 2014. Downie, who I enjoy working with for many reasons, has an analogy he uses to describe his approach to improving Customer Experience: You have to gain these life experiences. 1 Attraction” on Thursday, October 30th, 2014. I couldn’t agree more.

ROI 74

ROI Net Promoter Score CEM Conference 74

Michelli Experience

JULY 20, 2016

1) Join a Parade, Don’t Start One – Pokémon has always had a strong following but an April 1, 2014 joke by Google blending Google maps with Pokémon had more than 18 million views. So what can all of us learn about “craveabilty” based on Pokémon Go? Here are a few things to consider….

Interaction 100

Interaction Technology Social Media How To 100

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Flavio is the VP of Operations and Customer Support at DigiCert, Inc.,

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Michelli Experience

DECEMBER 23, 2015

As such, like those 23% in the Forrester Research study, leaders at MBUSA catapulted customer experience improvement to be their #1 priority. By 2014, Mercedes-Benz USA had risen to the top of the J D.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. We get many inquiries for our services globally.

CEM 60

CEM CRM Conference Employee Engagement 60

Customer Bliss

MARCH 30, 2017

IBM was among the first larger brands to open a customer experience lab, and at the time they noted three major goals: Enhanced customer insight: The goal was to better predict individual customer behavior across multiple channels. ” The Humana customer experience lab.

Customer Experience 100

Customer Experience Banking Net Promoter Score Call Center 100

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Flavio is the VP of Operations and Customer Support at DigiCert, Inc.,

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Beyond Philosophy

MAY 19, 2015

3: The Best Companies Link Employee Engagement and CX. Employee Engagement is a critical part of having a great Customer Experience. When employees feel appreciated, empowered, and respected, they are far more likely to commit to the company’s vision for Customer Experience and the value proposition inherent there.

Exercises 60

Exercises Employee Engagement Analytics Groups 60

delighted

JANUARY 7, 2020

Typically, happy employees are more likely to refer your company as both a place to purchase from but also a place to work. eNPS is commonly used as a happiness metric within a wider employee engagement context. Survey your customers for employee feedback.

Trends 40

Trends Brands Customer Experience Survey 40

CX Journey

OCTOBER 23, 2014

It appeared on their blog on June 19, 2014. What is the customer experience inflection point? Employee Engagement : I list this separately from "leadership" and from "people" because employee engagement is a two-way street that requires both to work together for the greater good. What are some of the signs?

Culture 173

Culture Leadership Employee Engagement Customer Centricity 173

Experience Investigators by 360Connext

MARCH 24, 2015

It’s vital to get rid of acronyms and business speak so it doesn’t sneak into customer service conversations, sales calls, or customer conversations, because it inevitably will! Improving customer experience starts with a commitment to change the culture. curtis kopf (@ckopf1) March 20, 2014. Kevin Gibson, Humana #ngce.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Michelli Experience

APRIL 6, 2016

Plans were being made to return the ship to Normandy for the D-Day Memorial Service (D-Day Plus 70, 2014) and beach it at the same location where it was on Omaha beach 70 years before. Shortage of finances caused the 2014 trip to be canceled. The cost of taking this ship across the Atlantic and back is tremendous.

Consulting 100

Consulting Employee Engagement Customer Engagement Loyalty 100