ECXO

MARCH 11, 2025

Many companies fail at CX transformation because they treat it as an isolated initiative rather than embedding it into their core strategic goals. For B2B companies, the complexity of sales cycles, long-term contracts, and multiple decision-makers makes it imperative to align CX strategy with overall business objectives.

B2B 255

B2B Strategy Customer Journeys Net Promoter Score 255

InMoment XI

APRIL 18, 2022

If you’re looking for the answers to these questions, say no more—InMoment EX expert Michael Lowenstein is here to help with all the thought leadership you need. Employee Engagement: Does the Defense’s Case Still Hold Water? When it comes to optimizing the employee experience, does an engagement-based approach still work?

Employee Experience 418

Employee Experience Culture Employee Engagement Connections 418

Experience Investigators by 360Connext

NOVEMBER 24, 2014

But if you’re not careful, these steps may sabotage customer experience, leading to more customers complaining, leaving, then telling their 10 zillion Twitter followers why your company (and you) stink! 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Experience Matters

DECEMBER 22, 2014

I recently had the opportunity to hear Derrick Hall, CEO of the Arizona Diamondbacks , speak at the Arizona State University, Center for Services Leadership (CSL) Compete Through Service Symposium. His goal: “Treat our fans, employees, and players better than any team in sports.” Hall sets the tone for his organization.

Culture 313

Culture Sports Employee Engagement Leadership 313

COPC

NOVEMBER 2, 2022

It makes sense that focusing on the heartbeat of the organization – the employees – is more important than ever to keeping customers happy and contributing to the organization’s success.? Companies with highly engaged employees outperform their competitors and have higher retention with lower absenteeism.

Employee Engagement 89

Employee Engagement Culture Engagement Company 89

Experience Investigators by 360Connext

DECEMBER 17, 2014

Re-write your company’s job postings. 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 Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Experience Investigators by 360Connext

OCTOBER 6, 2014

The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. Companies like Rackspace , however, have learned to highlight when something wonderful happens. What if your company spread the news about great experiences just as much as bad ones?

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

InMoment XI

JUNE 23, 2017

The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas.

Employee Engagement 150

Employee Engagement Engagement Survey Leadership 150

InMoment XI

JUNE 23, 2017

The strongest companies embrace their culture and the engagement of people who comprise it. Most traditional and effective Voice of the Employee programs focus on learning from employees about several key areas.

Employee Engagement 150

Employee Engagement Engagement Survey Leadership 150

Experience Investigators by 360Connext

OCTOBER 20, 2014

This leadership change gives you some breathing room to break bad habits and deliver sustainable customer happiness – don’t waste the opportunity! Trying to manage the outcome from humans is vexing, whether they are employees or customers. When we speak of employee engagement and happy workplaces, we often leave out the customer.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

ProProfs Chat

NOVEMBER 20, 2020

But, how to measure employee engagement to ensure maximum productivity? The answer lies in the formulation of an employee engagement survey that captures the pulse of your employees around the parameters: peer interaction, work culture, job challenge, career prospects, etc. What Is Employee Engagement?

Employee Engagement 105

Employee Engagement Survey Engagement Effort Score 105

ECXO

JUNE 11, 2023

On the same day I happened to read this, I came across a post on Facebook going viral about the horrible in store experience of a customer of this company, made even worse by the switched off behavior of the shop assistants and their manager. This example is illustrative for what happens to many companies that set out to be customer centric.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

CX Journey

DECEMBER 11, 2018

The Truth About Employee Engagement by Patrick Lencioni Similar to Patrick Lencioni's other books, this one is also a fable. As a result, employees go home to their families every night feeling good about themselves and have a more meaningful life. In other words, quick reads but packed full of good stuff.)

Leadership 151

Leadership Guidelines Travel Culture 151

Who's Your Gladys?

SEPTEMBER 26, 2014

That’s why we’re sharing concrete strategies from Dialog Direct, a company that offers a range of customer. Best practices Call Center Customer Service Communicating with Customers Customer Relationship Management customer service performance Dialog Direct Engagement Leadership Lori Jo Vest Marilyn Suttle performance Who''s Your Gladys?

Call Center 211

Call Center Customer Relationship Management Employee Engagement Leadership 211

Experience Investigators by 360Connext

NOVEMBER 3, 2014

Yes, we all have horror stories when the companies we’ve entrusted with our business treat us poorly. But if he or she is really leaning in, I know that company has a chance. If someone in a leadership position cares enough to recognize the truth hurts and might be tricky to address, that company is a winner.

How To 271

How To Leadership Social Media Consulting 271

Horizon CX

JUNE 2, 2020

Those might at first appear to be two leadership extremes and to some degree they are but unfortunately, they’re more common within business than we’d probably like to admit. According to a blog article by Tenfold , companies with well-executed CX strategies, well-loved by their loyal customers, are those with dedicated CX leaders.

Leadership 130

Leadership Culture Strategy Customer Experience Professionals 130

eglobalis

SEPTEMBER 19, 2024

While many companies focus on strategy, technology, and financial investment as the cornerstones of success, the critical yet often overlooked factor is the engagement and empowerment of employees. Create Clear Roadmaps: Developing roadmaps that connect individual roles with company and customer outcomes increases engagement.

Customer Experience 263

Customer Experience Leadership Innovation Roadmap 263

ECXO

MARCH 6, 2025

Research shows that B2B companies with superior customer experience achieve higher revenue growth, better customer retention, and lower service costs than their peers. Companies that have embraced customer experience as a strategic priority have reaped rewards like stronger loyalty, more repeat business, and even higher employee engagement.

B2B 314

B2B Customer Journeys How To Effort Score 314

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

70% of shoppers have stopped buying goods or services from a company after experiencing poor customer service. 64% have made future purchases from a company’s competitors after experiencing poor customer service. If your company is not delivering, you probably know it, even if it’s difficult to face the truth.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Experience Investigators by 360Connext

DECEMBER 11, 2014

Full of energy and passion, they are warriors committed to taking down the tired, old big companies. They wholeheartedly believe their company/product/service/culture is THE BEST. What happens when companies scale? In the beginning, companies are built around WHO and not necessarily WHAT. They need customers.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Experience Investigators by 360Connext

DECEMBER 5, 2014

The most exciting companies change the game by innovating around their customer experience. But these companies also have to do the usual company things – like make money and keep stakeholders happy. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

Experience Matters

JULY 28, 2017

As most readers of this blog will likely know, customer-centric organizations must master Four CX Core Competencies: Purposeful Leadership, Compelling Brand Values, Employee Engagement, and Customer Connectedness. Without Compelling Brand Values, the company is Adrift. Lacking alignment, very little progress is made.

Customer Centricity 349

Customer Centricity Customer Connectedness Employee Engagement Brand Values 349

Experience Investigators by 360Connext

SEPTEMBER 22, 2014

We’ve seen plenty of unreal examples of when companies did the opposite of advocating. But anyone who has worked within the walls of such an organization understands these companies are made up of people, just like anywhere else. I don’t think people who work in these companies are really awful or simple-minded AT ALL.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer Customer Experience Professionals Consulting Employee Experience 285

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. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Now we’re presenting it just for you, and it’s totally free.

Entertainment 247

Entertainment Leadership Social Media B2B 247

COPC

JULY 23, 2021

For FBC Asia Pacific (FBC) , the heart of its thriving business is a healthy work environment for its employees while delivering fast and world-class service to customers. Founded in 2019, the company quickly grew to over 500 employees, with its delivery center located in Manila, Philippines. Our analysis no paralysis approach.

Employee Engagement 98

Employee Engagement Engagement Survey Analysis 98

CX University

MAY 16, 2023

In today’s global business environment, customer experience (CX) is one of the most important factors that determine the success or failure of a company. Therefore, it is crucial for companies to focus on improving customer experience by investing in global professional development with online courses.

Employee Engagement 98

Employee Engagement Engagement Customer Experience Advertising 98

InMoment XI

DECEMBER 21, 2021

Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. Positive customer experience with employees at your company has a far greater impact on loyalty than does satisfaction with a product or service.

Customer Experience 397

Customer Experience Loyalty Course Advertising 397

Experience Investigators by 360Connext

JANUARY 5, 2015

I was working with a growing technology company. This company had been the industry disrupter. And this company was going to lose their footing quickly if they didn’t make some changes. The others were his senior staff , his trusted leadership team members. We have a saying around here. And here’s why.

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

Experience Investigators by 360Connext

JUNE 24, 2015

Jeanne Bliss was one of the original Chief Customer Officers, and has held titles like that for companies including Land’s End and Allstate. For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results.

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Experience Investigators by 360Connext

NOVEMBER 26, 2014

Apply this idea to relationships with customers , and you’ll see everyone, whether customer or company, needs to make a withdrawal from the relationship bank at times. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Banking 286

Banking Loyalty Culture Social Media 286

Lumoa

FEBRUARY 6, 2018

What are, in your opinion, the top challenges in customer experience that companies should be aware of in 2018? More brands will (and should) bring up customer feedback to the decision-makers in the company, and with the help of some new amazing technologies we’re changing the way businesses see their customers.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

InMoment XI

MAY 24, 2022

There are four distinctive signposts which serve as a guide up the employee experience maturity path, each one bringing organizations closer to their goal of optimal employee behavior and value as enterprise assets. 1: Employee Satisfaction. For the employee experience maturity trajectory, it is the point of embarkation.

Employee Experience 221

Employee Experience Customer Experience Employee Engagement Culture 221

InMoment XI

DECEMBER 3, 2024

Customer-centric companies realize an 80% increase in revenue and report 60% higher profit than those that don’t focus on customer experience. Organizations can progress from this stage by first achieving leadership buy-in. Highlight the positive impact of a customer-centric approach on the company’s bottom line.

Customer Experience 195

Customer Experience Customer Journeys Competitive Advantage Customer Centricity 195

Experience Investigators by 360Connext

DECEMBER 8, 2014

The best companies do this again and again and again. 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 Journeys 252

Customer Journeys Social Media Loyalty Consulting 252

CX Journey

APRIL 11, 2018

Image courtesy of Pixabay Does your CEO - and your entire leadership team - really care about their employees? Beyond Nice," , which you can find in Conscious Company Magazine's Spring 2018 issue - or just click the article name to download the PDF. And, clearly, I believe he's on to something: we have a crisis in leadership.

Leadership 169

Leadership Culture Hospitality Measurement 169

CloudCherry

MARCH 14, 2019

There was a $1000 dollar cash prize along with recognition from leadership team, bragging rights for a long time and off course a special surprise worthy of a champion. Peer-to-peer recognition is a key factor at driving motivation within a company and the CX champion contest showed us that how well people who perform are admired by others.

Hospitality 236

Hospitality Insurance B2C Groups 236