Beyond Philosophy

MARCH 16, 2015

The post 7 Signs of Decline for the CX Movement in 2015 appeared first on Beyond Philosophy. Follow Colin Shaw on Twitter @ColinShaw_CX.

CEM 60

CEM CRM Conference Employee Engagement 60

Wired and Dangerous

MARCH 7, 2016

workers in 2015 who Gallup considered engaged in their jobs averaged 32%. 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.

Employee Engagement 70

Employee Engagement Training Engagement Financial 70

Martin Hill-Wilson

JUNE 4, 2015

The interplay between customer and employee engagement. The average proportion of employees engaged at their work could be as low as just 13%. The UK was placed 18th out of 20 countries, with UK employee engagement decreasing over the past 12 months. This is a hot topic. Thanks for reading.

Customer Engagement 40

Customer Engagement Engagement Employee Engagement Roadmap 40

Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. 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.

Technology 110

Technology Customer Experience Social Media Trends 110

Wired and Dangerous

AUGUST 20, 2018

The majority (67%) of employees were “not engaged,” while another 18% were “actively disengaged.” ” The 2017 data are largely on par with the 2015 data and reflect little improvement in employee engagement over the past year. Are your employees engaged?

Customer Journeys 70

Customer Journeys Employee Engagement Training Report 70

Experience Investigators by 360Connext

JANUARY 23, 2015

In January, we’ll be examining some basic ideas around social customer care , and what you can do to improve yours. Social Customer Care: Best Practices for Major Engagement. 30, January 2015. Are you ready to engage with customers on social media? 11:00 AM - 11:30 AM CST.

Customer Care 110

Customer Care Social Media Marketing Conference 110

CX Journey

APRIL 19, 2016

I've written many times about the importance of the employee experience, both on its own with regard to retention and performance and with regard to the impact of the employee experience on the customer experience. Sadly, many companies still aren't focusing on the employee experience. That's insane.

Employee Experience 80

Employee Experience Employee Engagement ROI Customer Satisfaction 80

Experience Investigators by 360Connext

JUNE 15, 2015

Women, he believes, consider the customer more. YWCA Chicago (@YWCAChicago) June 10, 2015. Impressive #leader who understands what #customer first leadership means. A photo posted by Jeannie Walters (@jeanniewalters) on Jun 10, 2015 at 11:26am PDT. Jack Ma @AlibabaGroup “women are key to #success “!

Leadership 110

Leadership Innovation Social Media Consulting 110

Experience Investigators by 360Connext

DECEMBER 11, 2014

5 Areas of Customer Insights You’re Missing. How Developed is Your Customer-Centric Strategy for 2015? 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Experience Investigators by 360Connext

MARCH 24, 2015

Mike Zarin (@zarin) March 24, 2015. Leaders often not aligned: what they want for the customer. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. Other topics that dominated included the challenges around multi-channel, “nomadic” customers and how difficult it is to understand them.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Experience Investigators by 360Connext

APRIL 23, 2015

Jon Galloway (@jongalloway) April 12, 2015. Vocal customers offer valuable ideas. I asked Amy about how she hears from customers like me, who sometimes are using their app on a daily basis. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Thanks, @TripIt ! —

Social Media 110

Social Media Travel Rewards Programs Innovation 110

Experience Investigators by 360Connext

MARCH 18, 2015

A photo posted by Jeannie Walters (@jeanniewalters) on Mar 14, 2015 at 1:04pm PDT. . A photo posted by Stan Phelps (@9inchmarketing) on Mar 17, 2015 at 7:22pm PDT. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. So, yes, there are things to complain about.

Interaction 110

Interaction Conference Innovation Fashion 110

Experience Investigators by 360Connext

JULY 24, 2015

Sprout Social (@SproutSocial) July 22, 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.

Net Promoter Score 110

Net Promoter Score Effort Score Metrics Comparison 110

Beyond Philosophy

NOVEMBER 10, 2014

Why Most Customer Experience Programs Fail. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naive to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Michelli Experience

FEBRUARY 14, 2017

Great customer experience brands are not only “visual storytellers” but they are supporting their customers as those brand loyalists visually communicate about their brand journey. Thanks to livestream.com we know: 81% of internet and mobile users watched more video in 2016 than 2015.

Video 235

Video Retail Communication Course 235

Experience Investigators by 360Connext

JUNE 22, 2015

A video posted by Chicago Botanic Garden (@chicagobotanic) on Apr 15, 2015 at 7:00am PDT. Don’t forget how customers think about your products. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Help users find each other and support your brand.

Social Media 110

Social Media Engagement Video Innovation 110

transcosmos Information Systems

OCTOBER 22, 2015

The Aspect blog provides technology news, trends and actual customer experiences, best practices for customer experience related matters for contact centers and enterprises. Ameyo’s topcs revolve around customer engagement, best practices for business processing outsourcing industries, and a lot more. Shep Hyken.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

transcosmos Information Systems

OCTOBER 22, 2015

The Aspect blog provides technology news, trends and actual customer experiences, best practices for customer experience related matters for contact centers and enterprises. Ameyo’s topcs revolve around customer engagement, best practices for business processing outsourcing industries, and a lot more. Shep Hyken.

Omni-Channel 48

Omni-Channel Customer Service Self Service Contact Center 48

Beyond Philosophy

DECEMBER 22, 2014

How to Make or Break Your Customer Experience. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Customer Experience 161

Customer Experience Infographics Employee Engagement Customer Centricity 161

Beyond Philosophy

NOVEMBER 6, 2014

Hiring Customer-Ready Employees. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

Maz Iqbal

OCTOBER 9, 2014

And in turn impacts the customer experience. So it will be interesting to see where Your M+S stands in the 2015 rankings. The Secret of Customer Experience Success: Put Your Customers Second. Management, probably in desperation, are bullying store managers. This then cascades down to the people on the shop flower.

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

Natalie Petouhof

FEBRUARY 5, 2016

The Telligent Community social software platform— which is available in SaaS, on-premises and now CaaS deployment models—enables customer service and digital marketing organizations within a business to create compelling, online, branded communities for customers, partners and employees to collaborate and engage.

Self Service 40

Self Service Software Customer Engagement Engagement 40

Experience Investigators by 360Connext

JANUARY 26, 2015

It is a often a price-based customer battlefield. Social Customer Care: Best Practices for Major Engagement. 30, January 2015. Are you ready to engage with customers on social media? There are a few things you need to know about social customer care before you jump in, and many brands are blowing it!

Industry 110

Industry Customer Experience Social Media Leadership 110

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Robert Schmid (@roberteschmid) January 7, 2015. Consider the entire customer experience, beyond the sexy demo. While the media covered lots of impressive and sexy demos at CES, there were a few products receiving accolades for what the customer can actually do with them.

Marketing 110

Marketing Conference Innovation Transportation 110

Michelli Experience

AUGUST 31, 2016

All of this disruption is designed to create an enriched customer experience! The first started in 2015 when Domino’s began testing driverless delivery vehicles (something Domino’s calls DRU – Domino’s Robotic Unit ). For the purpose of this blog let’s just focus on two elements of the Domino’s pizza delivery innovation.

Technology 189

Technology Travel Innovation Study 189

Experience Investigators by 360Connext

JULY 9, 2015

A photo posted by Pink Bows & Twinkle Toes (@pinkbowstwinkletoes) on Jul 8, 2015 at 8:51am PDT. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. #julepmaven #mavenunboxing #julep #nailpolish #subscriptionbox #subscription #july #unboxing. I canceled Julep via email, too.

Social Media 110

Social Media Consulting Customers Policies 110

Experience Investigators by 360Connext

FEBRUARY 11, 2015

Here are some of the ways we’ve already approached 2015 differently. Beginning January 1st, we created a 30-Day Customer Experience Challenge to share bite-size tips through email. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Marketing 110

Marketing Social Media eBook Infographics 110

Beyond Philosophy

OCTOBER 28, 2014

Why Most Customer Experience Programs Fail. To learn more about Beyond Philosophy’s Naïve to Natural Model, please register for our Naïve to Natural Certification beginning February 2, 2015. Colin Shaw is the founder and CEO of Beyond Philosophy , one of the world’s first organizations devoted to customer experience.

Net Promoter Score 120

Net Promoter Score Customer Experience CEM How To 120

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

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. Inside the Wendy’s 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

Tricia Morris

SEPTEMBER 4, 2015

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement.

Engagement 40

Engagement Customer Service Customer Service Representative Employee Engagement 40

Alida

NOVEMBER 25, 2016

The ability to scale customer engagement is a huge motivation to launch an insight community. Rather than waiting for research reports or managing focus groups, cloud-based platforms provide a faster, more cost-effective way to engage with thousands of customers in real time. million in open opportunities.

ROI 100

ROI Measurement Brands Net Promoter Score 100

ClearAction

JANUARY 12, 2022

Gaps between what’s promised and what’s delivered are the main reason why we invest in customer engagement programs — remedial investments. 7 The US Customer Experience Index 2019: Some Small Gains, Widespread Stagnation, No Real Leaders , Forrester, Rick Parrish, 2019. 9 Customers First, or Employees First?

Government 62

Government Net Promoter Score Customer Centricity Analysis 62

PeopleMetrics

JUNE 26, 2015

Never assume that employees automatically trade employment for their recommendation. Don't assume that a paycheck warrants employee engagement. Mary, June 2015. Your buyers and customers are no different. If you can couple that with value for your employees, then you probably don’t need our help.

Customer Centricity 48

Customer Centricity Employee Engagement Exercises Insurance 48

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. If you enjoyed this post, you might be interested in the following blogs: 5 Ways to make a Great Impression on Your New Customer. Engaging the Subconscious Shopper.

Exercises 60

Exercises Employee Engagement Analytics Groups 60

Experience Investigators by 360Connext

APRIL 7, 2015

Lindsay Lare Cooper (@LindsayLCooper) March 23, 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.

Airlines 110

Airlines Customer Experience Travel Hotels 110