Experience Investigators by 360Connext

OCTOBER 6, 2014

CX Day Twitter Chat: Communication: A Pillar of Customer Experience Success Beginning at 4 PM CT. More Posts - Website Follow Me: The post 10 Ways Customer Experience Rocks Your World appeared first on Customer Experience Consulting.

Customer Experience 289

Customer Experience Social Media Employee Engagement Consulting 289

Experience Investigators by 360Connext

DECEMBER 3, 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. We love hearing from you!

Innovation 232

Innovation Customer Service Social Media Consulting 232

Experience Investigators by 360Connext

JANUARY 27, 2017

More and more studies show how important the link between employee experience and customer experience really is. The post Are Your Employees Engaged to Tell You the Truth? appeared first on Customer Experience Consulting. And innovation is one […].

Employee Engagement 110

Employee Engagement Engagement Consulting Innovation 110

InMoment XI

OCTOBER 5, 2022

The reverse is also true: When employees are not satisfied, they become liabilities to your brand. The question is, then, “What is the critical element to helping employees engage in their work?” It’s called motivation, and you can’t have engagement without it. Areas of Staff Motivation to Keep in Mind.

How To 370

How To Feedback Customer Centricity NPS 370

Experience Investigators by 360Connext

SEPTEMBER 22, 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.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

Experience Investigators by 360Connext

NOVEMBER 26, 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: 401(K) 2012 via Creative Commons license.

Banking 286

Banking Loyalty Culture Social Media 286

Experience Investigators by 360Connext

OCTOBER 16, 2014

Speaking in corporate overlord language in communications aimed at Generation Y. Translating communications in a way devoid of nuance or appropriate syntax. If you are communicating online, you are communicating with the world. If you are communicating online, you are communicating with the world.

Social Media 259

Social Media Culture Consulting Communication 259

Lumoa

FEBRUARY 6, 2018

Lynn Hunsaker, CEO and Head Customer Experience Consultant at ClearAction @ clearaction | blog “Customers’ discernment of providers’ motives will continue to sharpen in the future. Customers are being educated about customer experience by providers and fellow customers, and as employees within provider organizations.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

InMoment XI

DECEMBER 16, 2021

Although satisfied employees are generally supportive of the business and what it represents, they likely won’t go beyond doing the basics of their job descriptions. Rules of Engagement.

Company 195

Company Communication Culture Employee Experience 195

Experience Investigators by 360Connext

NOVEMBER 19, 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.

Customer Service 257

Customer Service Company Customer Relationship Management Hospitality 257

Experience Investigators by 360Connext

DECEMBER 31, 2014

Join us later this month and then every month this year to discuss everything from customer communications to micromapping to customer experience leadership. More Posts - Website Follow Me: The post 3 Last-Minute Ways to Blast Off the New Business Year appeared first on Customer Experience Consulting. It’s all about you.

Entertainment 247

Entertainment Leadership Social Media B2B 247

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

While this is a specific example, it is typically indicative of how talent management and client communications are handled. More Posts - Website Follow Me: The post Metrics Killed the Customer Experience Star appeared first on Customer Experience Consulting. Your competition is quietly taking your customers away.

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

Experience Investigators by 360Connext

DECEMBER 4, 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. appeared first on Customer Experience Consulting.

Healthcare 234

Healthcare Customer Experience Hospitality Social Media 234

InMoment XI

MARCH 2, 2022

Covid-influenced working conditions have contributed to employee disconnection from company culture, disaffection, and even emotional burnout, resulting in high prospective churn rates in many business sectors, i.e. “The Great Resignation”. So, the state of organizational culture has tremendous and undeniable influence on employee behavior.

Culture 195

Culture Connections Company eBook 195

Calabrio

JUNE 29, 2020

This is such an honor because the rankings are not based on a panel of outside judges, but the ratings of each company’s own employees for employee engagement, organizational health and job satisfaction. . Of the hundreds of companies invited to enter, Calabrio was ranked 23rd on the midsize company list.

e-support 264

e-support Culture Employee Engagement Innovation 264

ijgolding

MARCH 1, 2016

Whilst the importance of COMMUNICATION and COLLABORATION in producing great Customer Experiences may not seem like ‘new news’, I have to say that the absence of both in industries all over the world is quite frankly startling. Let us look at these in more detail one at a time… Communication. Collaboration.

Communication 120

Communication Customer Experience Customers Financial 120

Experience Investigators by 360Connext

MARCH 24, 2016

The post 5 Ways One-on-One Customer Communication Builds Loyalty appeared first on Customer Experience Consulting. For long-term success, they need to focus on making their customers return. To ensure such loyalty, companies must form healthy […].

Communication 110

Communication Loyalty Consulting Consumers 110

Experience Investigators by 360Connext

MARCH 28, 2018

Your customer communication is self-serving or nonexistent. Customers have reported leaving simply because you’re not communicating effectively with them. Your internal communications are cold and numbing. They do nothing but scold and make demands of your employees. The post Bad Feedback Is the Best Feedback.

Feedback 259

Feedback Social Media Communication Customer Centricity 259

Lumoa

APRIL 24, 2018

We have received 31 answers from 31 recognised thought leaders, consultants and great doers from all over the world across industries. Jeannie Walters TEDx Speaker, Customer Experience Expert, Trainer, Consultant, Podcaster. Sue Duris Customer Experience and Digital Marketing Consultant. Why did you give that score?

System 317

System Effort Score NPS Net Promoter Score 317

Beyond Philosophy

SEPTEMBER 11, 2014

While I believe there are several factors at work here that make the difference between the two organizations, employee engagement is a big part it. They communicate well. How employee engagement affects their rank: A recent article on BusinessInsider.com points out that Amazon’s cloud computing business earned $3.8

Banking 138

Banking Culture Employee Engagement CEM 138

InMoment XI

SEPTEMBER 20, 2022

Companies want to keep employees happy and reduce turnover, of course, but it was found that programs and strategies that support improved satisfaction can often result in demoralized staff – especially among employees who either want to perform at higher levels or are unmotivated to contribute more. What keeps them there.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

SurveySparrow

MAY 21, 2019

That said, I invite you to go through this list of the best employee engagement software. After all, you need to engage and motivate your people to get A’s not Zzzzzz’s. I’ve listed the top tools to measure employee engagement so as to make the choice easy for you! Top Employee Engagement Software#2: SurveyMonkey.

Employee Engagement 75

Employee Engagement Software Engagement Culture 75

Call Experts

MAY 30, 2019

Employee engagement is the passionate communication and management of operational goals and company mission. Participation is the focus of many employee engagement models. In practice, it may appear like a complicated process to manage and optimize employee engagement. Lead with compassion.

Employee Engagement 60

Employee Engagement Trends Engagement Company 60

CSM Magazine

DECEMBER 28, 2021

takes an in-depth look at how leaders can improve employee engagement to drive a better customer experience and achieve greater customer loyalty. You know the old adage, “happy employees = happy customers.” That is where employee engagement comes into the picture. What employee engagement is and what it is not?

Employee Engagement 59

Employee Engagement Engagement Customer Experience Culture 59

CX Journey

JANUARY 9, 2018

I've said more times than I can remember: "Quite simply, without employees, you have no customer experience." Companies have to put employees first. They have to make sure employees have a great experience. Are they committed to employees and the employee experience? they don't. Together, we'll make a dent!

Strategy 0

Strategy Culture Employee Experience Leadership 0

Experience Investigators by 360Connext

FEBRUARY 5, 2015

Employees feel important when recognized by the big boss. Communicate more thoughtfully. A lot can change in a day or two, and communication tends to trickle down in dribs and drabs. More Posts - Website Follow Me: The post Confronting Your Customer Engagement Strategy Challenges appeared first on Customer Experience Consulting.

Customer Engagement 110

Customer Engagement Engagement Strategy Retail 110

Beyond Philosophy

DECEMBER 5, 2017

Although satisfied employees are generally supportive of the business, they likely won’t go beyond doing the basics of their job descriptions. An engaged employee, to follow the accepted definition of HR professionals and consultants, is aligned with the goals of the organization and is highly productive.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Beyond Philosophy

NOVEMBER 11, 2014

In this way, Target has used the natural tendencies of people to change their habits as the time to communicate that Target has everything they need. It has proven to be successful…so successful that there is a famous story where a father learned a couple of weeks after Target that his teenage daughter was expecting.

Net Promoter Score 167

Net Promoter Score Marketing CEM Social Media 167

Michelli Experience

JUNE 26, 2018

Recently, while consulting for a customer experience client, I had someone ask me how to coach a front-line service professional not to use humor as a weapon against customers. Assist in communicating difficult feelings. Create an engage work environment. . + Joseph A. Humor and Customer Experience. Augment creativity.

Customer Experience 184

Customer Experience Consulting Guidelines Tips 184

Experience Investigators by 360Connext

APRIL 10, 2015

This was one of the things we discussed with Shonali Burke , a leader in PR and social strategy and President and CEO of Shonali Burke Consulting , on the latest episode of Crack The Customer Code , the podcast I co-host with Adam Toporek. appeared first on Customer Experience Consulting.

Social Media 110

Social Media Marketing Customer Journeys Consulting 110

BlueOcean

AUGUST 7, 2018

If time is of the essence but you do have the luxury of a larger budget, hiring a consultant to narrow down a list of participants is also a valuable tactic. Once that list is assembled, you don’t have to keep that consultant around for the rest of the process. Finally, there’s the good ol’ fashioned approach of Googling.

Contact Center 189

Contact Center Effort Score Culture Fashion 189

Beyond Philosophy

AUGUST 16, 2017

In our global Customer Experience consultancy, we find most employees fall into one of five commitment categories for employees. Employee Ambassadors (Advocates). Let’s take a closer look at each: Employee Ambassadors: These employees are the most active in advocating for the company and its brand promise.

Consulting 140

Consulting Employee Engagement Engagement Communication 140

Experience Investigators by 360Connext

NOVEMBER 26, 2019

They’ve identified and instilled the values that matter — not just the process — which gives employees and customers alike a “why” to support the “what.” But many of the businesses who partner with me via speaking, workshops or consulting are already operating at 110% capacity.

Customer Focused 208

Customer Focused Customer Centricity Call Center Customers 208

Experience Investigators by 360Connext

MARCH 5, 2015

Don’t communicate. If there is no communication, we can whip up a worst-case scenario faster than you can say Larry David. Deciding NOT to communicate is deciding TO disappoint. If the shipping is late or the product needs more time, communication is your best ally with customers. Communicate often.

Customer Service 110

Customer Service Sports Social Media Communication 110

Experience Investigators by 360Connext

MARCH 30, 2015

Content marketing is here to stay, and as a one-to-one marketing and communications strategy , it can be very powerful. More Posts - Website Follow Me: The post Content Marketing Advice You Can’t Afford to Miss appeared first on Customer Experience Consulting. And I may have asked him to marry my blog. But that’s a dream of mine!

Marketing 110

Marketing Social Media Consulting Leadership 110

GetFeedback

JANUARY 19, 2020

Let’s step through a fictional customer journey and discuss how best to ask for feedback at each touchpoint, using this journey map developed by Jim Tincher of Heart of the Customer , a specialist in journey map consulting. . Stacy Sherman, director of customer experience & employee engagement at Schindler Elevator Corporation (U.S.),

Customer Journeys 365

Customer Journeys Touchpoint Survey Measurement 365

CSM Magazine

OCTOBER 16, 2023

his is where HR consultancy services step in, providing a range of specialized offerings to streamline human resource management, ensuring compliance and efficiency. This article delves into the core services these consultancies provide and why they’re becoming an indispensable asset for modern businesses.

Consulting 52

Consulting Culture Employee Engagement Leadership 52