Experience Investigators by 360Connext

MAY 19, 2020

I’m really encouraged by the amount of focus and attention leaders are beginning to put on the employee experience. Not the specific role or job deliverables, but the overall well-being and journey that an employee takes with their employer. Understand those key, critical touchpoints. Click To Tweet. Click To Tweet.

Connections 143

Connections Gamification Employee Experience Touchpoint 143

Retently

JANUARY 13, 2025

Multi-Channel Support for Diverse Customer Touchpoints Customers interact with your business in many ways emails, live chat, mobile apps, social media, and more. This means you can connect the dots between customer feedback and their journey, giving you a clearer picture of whats working (and whats not). Retently Dashboard 2.

Measurement 116

Measurement Tools Effort Score Multi-Channel 116

Russel Lolacher

JUNE 15, 2021

What if we cared about our employees as much (or more) as we do about our customers? For inspiring employee experience ideas, a great place to look is what you’re probably already doing for the customer experience. But what about serving employees? Employee engagement hovers around 9,000.

Employee Experience 128

Employee Experience Customer Experience Customer Service Customer Journeys 128

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. And, with a deeper customer understanding, develop a framework linking experiences to business outcomes. The customer experience begins with your staff and their employee experience.

Strategy 261

Strategy Customer Experience Contact Center Return on Investment 261

ECXO

MAY 16, 2024

By integrating feedback and customer insights into the company’s strategies, a strong connection is forged between the organization and its customers. The customer-centric leader highly values employees’ insights about customers For successful CX work, it is imperative to systematically understand our customers.

Customer Centricity 207

Customer Centricity Leadership Customer Journeys Touchpoint 207

CX Accelerator

NOVEMBER 11, 2022

Employee Experience. From a character perspective, it requires empathy – the exercise is about walking in your customer’s shoes and trying to understand not just what they were doing at each touchpoint but thinking and feeling as well. Business owners need to treat their employees how they would like them to treat customers.

Customer Journeys 307

Customer Journeys Resources Analytics Customer Centricity 307

Experience Investigators by 360Connext

DECEMBER 15, 2023

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 304

Communication Tips Customer Journeys Customer Experience 304

Comm100

FEBRUARY 6, 2023

Humanizing the digital experience As businesses focus on digitization and customer interaction becomes more automated, customer experiences lose a personal touch. Companies can no longer connect with clients on a human level, and as a result, clients feel neglected.

Financial 245

Financial Trends Self Service Customer Experience 245

Experience Investigators by 360Connext

APRIL 27, 2021

But the CX leaders I know, whether or not they have customer experience in their title, are fighters. They believe in the power of putting the customer first, investing in the employee experience, and tracking progress in order to achieve real success. Every piece of customer communication is a chance to connect.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

CloudCherry

DECEMBER 1, 2018

Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website. Across each of these touchpoints, their focus on closing the loop with members. Over the next year, Nymeo hopes to be listening & acting on at least 10 touchpoints. I love my Credit Union.”. Account Closed.

NPS 225

NPS Net Promoter Score Banking Touchpoint 225

Experience Investigators by 360Connext

APRIL 23, 2024

So investing in customer experience priorities is not just about improving individual touchpoints as they’re found, but rather about creating a cohesive, meaningful experience that fosters long-term customer relationships and drives business success. This is where some business acumen can help.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

CX Journey

SEPTEMBER 4, 2014

When employees have a clear line of sight, they. It defines the benefits a customer can expect to receive when experiencing your brand – at every touchpoint. It''s meant for both customer and employees, as employees at all levels, frontline and behind the scenes, must deliver on the promise. Habeeb Akande.

Tools 160

Tools Customer Journeys Culture Touchpoint 160

CX Journey

NOVEMBER 11, 2014

maps aren''t just for the customer experience. Map the employee experience, the partner experience, and the experience of any other constituent with whom you interact, including your internal customers. Use journey maps to. A closing thought. Reif Larsen, The Selected Works of T.S.

Customer Journeys 189

Customer Journeys Touchpoint Customer Experience Professionals Customer Centricity 189

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. And, with a deeper customer understanding, develop a framework linking experiences to business outcomes. The customer experience begins with your staff and their employee experience.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

CX Accelerator

OCTOBER 7, 2019

Begin with identifying and mapping your company’s major touchpoints and performing a gap analysis. And, with a deeper customer understanding, develop a framework linking experiences to business outcomes. The customer experience begins with your staff and their employee experience.

Strategy 182

Strategy Customer Experience Contact Center Return on Investment 182

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. AI-powered tools and contact center solutions offer efficiency and a better understanding of your customer experience. Make sure your customer support channels are more responsive, providing customers an opportunity to love staying connected to you.

Touchpoint 78

Touchpoint Self Service Customer Journeys Contact Center 78

ECXO

JUNE 20, 2023

It’s the foundation of a differentiated customer experience and employee experience. Employees that are driven by shared purpose and values feel more motivated, engaged and empowered = a better CX. Your purpose should be the north star that guides your customers and employees experience. Be consistent.

B2B 367

B2B Brands Innovation Government 367

Experience Investigators by 360Connext

MARCH 8, 2021

Stress the importance of how the customer experience is about how you show up not just at transactional points in the journey, but at every touchpoint. It’s also how you show up as employees for one another! What does a seamless, easier experience look like for our customers? HOW will learning affect customers?

Customer Journeys 271

Customer Journeys Customer Experience Culture Customer Centricity 271

InMoment XI

JULY 12, 2023

In the modern digital world, it’s by creating a seamless customer experience strategy. It directly influences customer satisfaction, loyalty, and advocacy, making it crucial for businesses to deliver exceptional experiences that meet or exceed customer expectations. How are their questions answered?

Customer Experience 195

Customer Experience Strategy Self Service Customer Journeys 195

BlueOcean

NOVEMBER 29, 2023

At Blue Ocean, we have long held the position that the customer experience and the employee experience are inextricably linked. We’ve said it so often it’s become cliché, but we stand by the concept that happy employees make for happy customers, and in outsourcing, happy customers make happy clients.

Contact Center 156

Contact Center Multi-Channel Strategy Self Service 156

ShepHyken

SEPTEMBER 29, 2023

This week, we feature an article by Tarek Kamil, CEO and Founder of Cerkl, an internal communication software that helps teams connect. He writes about how employee engagement and customer experience can enhance business performance. Ultimately, a positive employee experience translates into customer experience.

Employee Engagement 143

Employee Engagement Engagement Strategy Effort Score 143

Experience Investigators by 360Connext

DECEMBER 17, 2019

6: Improve Employee Experience to Improve Customer Experience. Your employees need to care – really, truly, deeply care – before anything can really happen for your customers. 4: How the Most Important Touchpoints Get Ignored, And How to Fix It. How can we take on the impossible list of touchpoints ?

Customer Journeys 178

Customer Journeys B2C B2B Touchpoint 178

Experience Investigators by 360Connext

FEBRUARY 23, 2021

If overall revenue goals are tied to bonuses, stress how customer experience provides positive revenue outcomes. Connect the employee experience to the customer experience in big ways. If you aspire for an effortless customer experience, should your employee experience also reflect that value?

Communication 178

Communication Tips Customer Journeys Customer Experience 178

InMoment XI

AUGUST 19, 2024

For example, a great customer experience might not immediately result in increased revenue but could lead to sustained customer loyalty and higher lifetime value over time. million customer connections. To continuously improve their customer experiences, the brand partners with InMoment and focuses on and ROI driven strategy.

ROI 195

ROI Customer Experience Net Promoter Score Effort Score 195

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Productivity and efficiency in the workplace are not often connected to customer experience, but I’d like to make the argument that employees, regardless of their role, who are more productive actually help the processes and touchpoints your customers experience run smoother, faster and with less customer effort.

Customer Experience 261

Customer Experience Net Promoter Score Effort Score Culture 261

CloudCherry

NOVEMBER 9, 2018

Using CloudCherry, Nymeo collects member feedback from five touchpoints: New Account Creation, Branch or Website. Across each of these touchpoints, their focus on closing the loop with members. Over the next year, Nymeo hopes to be listening & acting on at least 10 touchpoints. I love my Credit Union.”. Account Closed.

NPS 150

NPS Net Promoter Score Banking Touchpoint 150

InMoment XI

SEPTEMBER 14, 2023

The Connection Between Customer Experience and Reputation Customer experience is intrinsically linked to reputation management. A positive customer experience can significantly bolster your brand’s reputation. A single tweet or a Facebook post can go viral, causing irreparable damage to a brand’s reputation.

Brands 195

Brands Management Social Media Effort Score 195

ShepHyken

NOVEMBER 20, 2020

Make it step-by-step to include every communication touchpoint. The flow must have different touchpoints based on the customer’s answers. Include an explanation of each touchpoint in a separate document. Empower Employees to be Creative Problem Solvers. You can connect with him on Twitter or LinkedIn.

Ecommerce 150

Ecommerce Training Customer Service Net Promoter Score 150

Retently

DECEMBER 10, 2024

But lets get into more details to highlight Retentlys unique features : Key Features: Comprehensive CX Metrics : Supports NPS, CSAT, and CES surveys, providing a well-rounded view of customer satisfaction, effort, and loyalty across different touchpoints. Employee Experience : Focused on improving employee engagement and workplace culture.

Multi-Channel 78

Multi-Channel Omni-Channel Analysis Survey 78

Hello Customer

APRIL 2, 2020

A standard Hello Customer process uses an API connection or an FTP upload to connect your customer data with our system. Uploading your employee data isn't a daily process, so you don't need all this and you can just do a one-off upload from an excel sheet. In touchpoint settings, you can just find "upload via excel".

Employee Engagement 94

Employee Engagement Measurement Engagement Touchpoint 94

SurveySparrow

OCTOBER 20, 2021

Employee experience management helps align talent acquisition and employee retention with your overall business goals. Companies are increasingly recognizing the critical importance of their employees and have started to invest in employee experience. Why is employee happiness and experience so important?

Employee Experience 52

Employee Experience Management Culture Touchpoint 52

Experience Investigators by 360Connext

JUNE 30, 2020

There are a few ways we can create extraordinary experiences for our customers in this extraordinary time. Accessibility is the experience. Connection, in all its forms, is still critical. Yet when in-person customer experiences were paused unexpectedly this year, many brands were caught off guard. Humans long to connect.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

Experience Investigators by 360Connext

JUNE 30, 2020

There are a few ways we can create extraordinary experiences for our customers in this extraordinary time. Accessibility is the experience. Connection, in all its forms, is still critical. Yet when in-person customer experiences were paused unexpectedly this year, many brands were caught off guard. Humans long to connect.

Customer Journeys 143

Customer Journeys Brands Connections Touchpoint 143

ECXO

APRIL 26, 2023

The partnership is critical to creating a seamless and consistent customer and employee experience across all touchpoints. Consistent brand experience – a partnership between the two roles helps to ensure a consistent brand experience across all touchpoints. The reason? McKinsey puts the figure at 90%.

Chief Customer Officer 156

Chief Customer Officer Net Promoter Score Competitive Advantage ROI 156

BlueOcean

OCTOBER 8, 2021

It’s a powerful lesson that even the most powerful monopolies must design and map their customer touchpoints to prevent causing unnecessary pain for customers. One of my favorite learnings from my recent CX studies is this: customer experience ties directly into employee experience and culture.

Customer Experience 177

Customer Experience Contact Center Culture Study 177

ShepHyken

JUNE 27, 2023

Go through an exercise in simplification by asking questions like these: Is any part of the process of our customer experience (or employee experience) redundant? Is every touchpoint our customers experience with us optimized for ease and efficiency? Connect with Shep on LinkedIn.

Exercises 128

Exercises Touchpoint Customer Service Training Customer Service 128

GetFeedback

JANUARY 27, 2020

It’s a great idea to start by mapping out your customer journey, which will help you visualize the business issues that currently impact customer touchpoints. It’s important to note that the problem—high customer wait times—is actually the end result of pain points in the employee experience. Let’s take an example.

How To 221

How To Customer Journeys Feedback Survey 221