Experience Investigators by 360Connext

OCTOBER 6, 2014

How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day! This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. It is part of a broader celebration of Customer Experience Day. .

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

OCTOBER 6, 2014

CX Day 2014. Tomorrow is the second annual global Customer Experience Day. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Join us! .

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

Beyond Philosophy

NOVEMBER 10, 2014

So instead of writing philosophically about the importance of optimizing your Customer Experience to creating an emotional engagement that creates loyalty between your Customers and your organization like I usually do, I will limit this post to facts and figures. Your existing customers are far easier to upsell.

Net Promoter Score 164

Net Promoter Score ROI Customer Experience Insurance 164

Bob Hayes

DECEMBER 29, 2014

I’ve counted the pageviews of each blog post for 2014 and present them here in my end-of-year summary. I was surprised that my blog post on the role of empathy in the customer experience received the most pageviews this year. blog posts for 2014 were: Got Empathy? : The topic of empathy topped the list of posts this year.

Metrics 76

Metrics Net Promoter Score Data NPS 76

Comm100

FEBRUARY 6, 2018

Out of all the customer engagement software tools that are out there, which one is right for your company? Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. Popular Customer Engagement Software Tools and Who They’re Good For?

Software 143

Software Customer Engagement Engagement Omni-Channel 143

Think Customers

OCTOBER 24, 2014

In my latest report for Forrester, How Customer Experience Champions Transform Culture, I take a closer look at how companies are using these programs to drive customer obsession. In 2014, a number of companies have launched their own versions of these programs, so we thought it was time to take a closer look.

Culture 102

Culture Customer Experience Loyalty Customer Engagement 102

Think Customers

OCTOBER 5, 2014

According to the Temkin Group''s recent report, The State of Customer Experience Management, 2014, six out of 10 large companies want to be their industry''s CX leader within three years. In many cases, customers who report having good experiences with companies are likely to recommend those brands to friends and buy from them again.

Customer Experience 93

Customer Experience Loyalty Report Customer Experience Management 93

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 4, 2015

What if that is contrary to long-term loyalty? 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?

Customer Service 110

Customer Service Airlines Social Media Loyalty 110

Think Customers

NOVEMBER 7, 2014

2014 wasn''t a good year to be average. Since 2007, the average customer experience in the industries that Forrester tracks has gone up across the board, and the number of truly awful experiences has dropped like a rock. So if your CX is average, it''s just not good enough to win, serve, and retain customers.

Loyalty 88

Loyalty Customer Engagement Strategy Engagement 88

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

Alida

MARCH 21, 2018

For example, Telstra, Australia’s leading telecommunications provider, adds context to NPS by creating “relationship memory” through My Telstra Experience (MTE), a customer insight community. Meanwhile, Alliant Energy’s Net Promoter Score increased by 88%—growing from 17 in 2014 to 32 in 2016.

ROI 252

ROI Net Promoter Score NPS Effort Score 252

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

APRIL 30, 2015

We know this technique as the peak-end rule , which not only helps retain customers after things go awry, but often has the power to forge stronger loyalty from an otherwise bad experience. Letting customers call the shots. Added by Anne Reuss on Jan 31, 2014. Added by Anne Reuss on Feb 28, 2014.

Brands 110

Brands Retail Consulting Touchpoint 110

Beyond Philosophy

NOVEMBER 4, 2014

19 August 2014. < 19 August 2014. < . < [link] > Carvalho, John. The Simple Way to Minimize Buyer’s Remorse.” www.neurosciencemarketing.com. 16 July 2013. < [link] > “Does Music Influence Your Wine Buying?” www.winepleasures.com. 29 July 2011. < [link].

CEM 113

CEM Conference Customer Centricity Consumers 113

Experience Matters

APRIL 7, 2015

The result: happy, loyal customers. 2) Make the case : Winning brands win the hearts of their customers. They make them feel valued, inspire their loyalty, and earn their business. Clarabridge gets to the heart of customer feedback by providing the world’s most sophisticated customer intelligence platform.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

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

Education Services Group

FEBRUARY 3, 2021

For example, only 15% of Customer Success organizations have implemented tailored dashboards for easy access to vital customer health data. A promising trend for customer engagement has come from the community platform space. Back in 2014, TSIA published a report on Measuring the Success of Customer Communities.

Customer Success 59

Customer Success Customer Engagement Engagement Self Service 59

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

DECEMBER 23, 2015

According to Forrester Research, 93% of corporate leadership teams place customer experience improvement on their list of strategic priorities and 23% businesses have it in the number 1 position. As such, like those 23% in the Forrester Research study, leaders at MBUSA catapulted customer experience improvement to be their #1 priority.

Customer Experience 100

Customer Experience Customer Satisfaction Consulting Loyalty 100

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

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

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Flavio Martins.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Currency Alliance

FEBRUARY 10, 2020

One of the earliest loyalty programs came out of the grocery sector. Broadly speaking, most of the chains’ loyalty efforts have been in proprietary, albeit digitalized versions of the original S&H program: collecting in order to redeem for rewards, some digital couponing, and pushing out offers via a mobile app.

Loyalty Programs 52

Loyalty Programs Loyalty How To Hotels 52

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

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. His Customer Insight work is focused on developing innovative segmentation, targeting, analysis, and measurement solutions. Flavio Martins.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Michelli Experience

JUNE 7, 2017

A 2016 article for Techcrunch noted that Eaze launched in 2014 allowing patients to order on demand cannabis and quickly enabled “people to get a medical weed card in the state of California over the phone in under 10 minutes. Indirectly related to the “munchies” is the delivery of medical marijuana in California.

Fashion 113

Fashion Consumers Examples Marketing 113

CSM Magazine

MARCH 13, 2020

Deploying a range of chatbots, each suited to a specific task, can greatly enhance the customer experience and deliver substantial benefits to the business. These specialist renewal or win-back bots can be deployed over SMS, email, in-app or on the web, to proactively engage customers using a low-cost channel that has a 98% open rate.

Self Service 64

Self Service Chatbots Contact Center Policies 64

Think Customers

APRIL 10, 2015

In 2014, TeliaSonera International Carrier (TSIC) engaged Forrester Consulting to help assess its activities around customer experience, and to build a roadmap for its burgeoning CX program. Customer Engagement Customer Experience Customer Loyalty Customer Service Customer Strategy cxstrategy cxsuccess forresterpredictions'

Telecommunications 40

Telecommunications Roadmap Consulting Loyalty 40

Customer Interactions

JULY 7, 2015

But in today’s era of customer engagement, a company that is perceived as treating employees well and caring about social issues is much more likely to have loyal customers. And loyalty is vital: a 2% increase in customer retention has the same effect as decreasing costs by 10%. Doing well by doing good.

Customer Retention 28

Customer Retention Loyalty Brands Customer Engagement 28

Think Customers

MARCH 17, 2015

This revelation is prompting a growing number of companies to establish a Chief Customer Officer (CCO) role and bring a more unified approach to customer centricity. According to The 2014 CCO Study conducted by the Chief Customer Officer Council, 22 percent of Fortune 100 companies have adopted the role.

Chief Customer Officer 40

Chief Customer Officer Customer Centricity Study Trends 40

Eptica

SEPTEMBER 10, 2015

Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Email customer service Just half of companies allowed non-customers to contact them by email – the same number as in 2015. Again, these figures are half those of electronics retailers.

Self Service 48

Self Service Customer Service Social Media Retail 48

ClearAction

MARCH 21, 2017

Is customer engagement, artificial intelligence, digital marketing, predictive analytics, big data, or some other “shiny object” the key to driving business performance? When you think about it, that makes a lot of sense: 40-70% of customers switch loyalty due to a perceived attitude of indifference.

Culture 88

Culture Roadmap Customer Centricity Measurement 88

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

Alida

AUGUST 12, 2016

For Millennials, brand authenticity is second only to loyalty discounts in importance when choosing companies to support. These customers can spot a fake and won’t hesitate to switch brands if they sense that a brand isn’t being genuine or trustworthy. Note: A version of this article was first published in March 2014.

Customer Insights 100

Customer Insights Engagement Marketing Social Media 100

CX University

MARCH 25, 2024

Now that we’re knee deep into the year, let’s take a look at how AI’s impact on customer experience can be evaluation, sifting through several key areas: personalization at scale, ethical AI use, empathy (but a 2024-version), hyper-personalization, and data democratization.

Omni-Channel 52

Omni-Channel Customer Satisfaction Customer Experience Professionals Trends 52