Experience Investigators by 360Connext

DECEMBER 5, 2014

The most exciting companies change the game by innovating around their customer experience. We also highlight the best and the worst in customer experience examples in the Customer Hero/Customer Zero segment. 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 Investigators by 360Connext

NOVEMBER 5, 2014

Reading all sorts of books could open your employees up to new possibilities around how to deliver a great customer experience, how to empathize with people in difficult situations, and how to innovate for the next wave of what you deliver. The possibilities of what you could recommend are endless! Then you encourage discussion.

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

Experience Investigators by 360Connext

NOVEMBER 6, 2014

Why would companies who once touted online as the only way are moving into a more traditional model for customers? Customers today want to shop how they want. Here are 5 ways these online to offline innovators are offering the next wave of the omnichannel experience. Customers want convenience. Convenience is king.

Omni-Channel 258

Omni-Channel Trends Retail Ecommerce 258

Experience Investigators by 360Connext

OCTOBER 20, 2014

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. 3M allows time off to employees for personal interests to encourage innovation.). Where have we gone wrong?

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Experience Investigators by 360Connext

DECEMBER 22, 2014

For example, statistics can tell you 89% of your customers say they’re loyal, but they don’t tell you it’s because they CURRENTLY can’t find a better option in the marketplace. A new and innovative competitor may steal your loyalists if you haven’t been paying attention to nuance.

Data 242

Data Social Media Analysis Consulting 242

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They care enough to continually look for ways to improve and innovate for their customers. Do you care if your customers have ruined days? Let’s create fewer ruined days for customers. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Company 231

Company Hotels Social Media Innovation 231

Kustomer

FEBRUARY 25, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe Larsen uncovers the secrets to establishing employee and customer engagement with expert Suzzanna Rowold. Listen Now: Listen to “Best Practices of Employee and Customer Engagement | Suzzanna Rowold” on Spreaker.

Customer Engagement 69

Customer Engagement Engagement Culture Customers 69

Alida

SEPTEMBER 22, 2016

Earlier this week, more than 400 professionals in marketing, customer experience, innovation and research gathered in Chicago for the 2016 Customer Intelligence Summit. The two-day annual conference featured keynotes and presentations by some of the world’s leading customer-centric brands. broadcast still rocks!

Innovation 100

Innovation Marketing Social Media Healthcare 100

Lumoa

FEBRUARY 6, 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. It’s too easy to overlook the employee engagement and try to deploy CX outside of an holistic organisational approach.

Customer Experience 324

Customer Experience Customer Centricity Self Service Culture 324

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Integrate different customer touchpoints – to deliver a truly consistent CX. Justify customer loyalty through excellence – innovate audience interactions. These do not sound like parts of a proactive customer experience strategy to me. Monitor and respond to social media complaints – and provide effective resolution.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Experience Investigators by 360Connext

MARCH 31, 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. Please don’t forget to share!

Technology 110

Technology Customer Experience Social Media Trends 110

Experience Investigators by 360Connext

NOVEMBER 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.

How To 271

How To Leadership Social Media Consulting 271

Experience Investigators by 360Connext

SEPTEMBER 17, 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.

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. John is an “Ex-Disney Guy” and Customer Experience Coach. John DiJulius Follow @JohnDiJulius.

Customer Experience 115

Customer Experience Customer Journeys Consulting Customer Experience Professionals 115

Experience Investigators by 360Connext

MARCH 12, 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.

Customer Experience 110

Customer Experience Fashion Social Media Innovation 110

Experience Investigators by 360Connext

APRIL 23, 2015

One innovation is using API partnerships to provide even more information to the travelers at the time it’s most relevant to them. How can you really listen to your customers, use the feedback and innovate to make a more meaningful experience for them? Image credit: oddsock via Creative Commons license.

Social Media 110

Social Media Travel Rewards Programs Innovation 110

Experience Investigators by 360Connext

JUNE 15, 2015

American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba , sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future of innovation. Innovation can’t happen if you are drowning in bureaucracy , according to Jack Ma. Have a strong focus on employees.

Leadership 110

Leadership Innovation Social Media Consulting 110

Experience Investigators by 360Connext

APRIL 21, 2015

Keep a tally of how many times the product is mentioned compared to the customer, in any meeting. Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers. In the next few weeks at your organization, see if you can identify some themes.

B2B 110

B2B B2C Ecommerce Social Media 110

Experience Investigators by 360Connext

DECEMBER 4, 2014

And the entire experience is, for the most part, lacking much innovation. Take the amount of paper healthcare customers encounter. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. appeared first on Customer Experience Consulting.

Healthcare 234

Healthcare Customer Experience Hospitality Social Media 234

Experience Investigators by 360Connext

JUNE 22, 2015

Marketers and other business leaders could actually prevent customer service issues by using social media to share more proactively with customers and their communities. Share innovation as it happens. Make short videos for Instagram or Vine explaining the innovations as they happen and the challenges around them.

Social Media 110

Social Media Engagement Video Innovation 110

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Marketers need to position products and the behavior around them for consumers who don’t necessarily know they are ready for the next innovation. MakerBot, a leader in 3D Printer technology, announced a variety of exciting innovations at CES. They should care that it is an easy experience for them. Image via CESweb.org.

Marketing 110

Marketing Conference Innovation Transportation 110

Experience Investigators by 360Connext

MARCH 24, 2015

Michael Perman , Dean of Innovation from Gap, Inc. discussed how challenging it is to think of innovation in positive terms. Thinking about innovation in these terms is limiting. Gina Bhalwalkar , User Experience & Accessibility at Scottrade, led a workshop on Future State Customer Journey Mapping.

Customer Journeys 110

Customer Journeys Customer Experience Conference Social Media 110

Confirmit

JULY 23, 2017

Last week, I had the pleasure of joining 50 CX professionals at our seminar “Next big thing in measurement and metrics: Harness the power of CX innovations” We were very lucky to have this event hosted by our client, Be The Match , in their state of the art offices in Minneapolis.

Metrics 40

Metrics Measurement Innovation Net Promoter Score 40

Experience Investigators by 360Connext

JANUARY 5, 2015

” I started saying that after a particularly challenging consulting exercise. This led to stagnant thinking instead of innovation. Innovation only comes with risk. I also discussed the way the competitors and other industries were creating customer loyalty based on better user experiences. Risk was not rewarded.

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

Experience Investigators by 360Connext

DECEMBER 11, 2014

If leadership isn’t willing to continuously examine and innovate around the customer experience, the business is already doomed. Customer experience is seen as a project, not a way of business. Customer experience projects are great, as long as they are part of a bigger organizational mission.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Experience Investigators by 360Connext

MARCH 18, 2015

These are things that help me think about the endless possibilities of innovation and experience. Innovators who create amazing technology sometimes can’t hold a conversation with another human. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. People are amazing.

Interaction 110

Interaction Conference Innovation Fashion 110

Experience Investigators by 360Connext

JULY 23, 2015

But, you still have lots of loyal customers, right? When you push evaluation and innovation to the back burner, big changes in customer expectations are brewing while your competitors stir the pot. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Stay ahead!

Banking 110

Banking Social Media Innovation Consulting 110

Experience Investigators by 360Connext

JUNE 24, 2015

What would life be like if operations were around customer experience and innovation ? Build a Customer Listening Path. Proactive Experience Reliability and Innovation. Another favorite point in the book – Know before customers tell you! If you only read one section, read the chapter on this competency!

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Journeys 130

Blake Morgan

JANUARY 20, 2022

His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . A former teacher and economist, Adrian is now a consultant, author and speaker. Author, speaker and CX trainer Jim’s Heart of the Customer blog is dedicated to data and CX technology. Annette Franz .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

ClearAction

JANUARY 4, 2020

Like attracts like: customer engagement is unlikely to be sustained without employee engagement in customer experience performance. Organic customer engagement is reciprocated to the extent that employee engagement improves customers’ well-being. Engage Non-Customer-Facing Roles.

Engagement 48

Engagement Customer Experience Net Promoter Score Employee Engagement 48

Michelli Experience

JUNE 28, 2017

’” From James Autry’s and my vantage point, leading through “love” and “relationship “ are authentic emotional drivers for employee engagement. From my first exposure to early Oculus Rift innovations to more advanced deployments leveraged by my clients and others, I’m convinced that virtual reality is emotional reality.

Customer Experience 209

Customer Experience Employee Engagement Loyalty Customers 209

Experience Investigators by 360Connext

JUNE 8, 2015

If something is really innovative, offer a tour or virtual “behind the scenes” look at how their suggestions helped you innovate. Treat these customers as the VIP’s they are and the rewards will be endless. appeared first on Customer Experience Consulting. Always always always close the loop!

Marketing 110

Marketing How To Social Media Loyalty 110

Experience Investigators by 360Connext

APRIL 16, 2015

We’ve come to accept the incredible pace of innovation. But have you thought of how it’s impacting your customer’s expectations ? With the widespread acceptance of apps like Uber and Tinder , customers are demanding more personalized, instantaneous experiences. The world is changing, and fast.

Customer Expectations 110

Customer Expectations Retail User Experience Social Media 110

SurveySensum

FEBRUARY 29, 2024

Why is Employee Satisfaction Important? Did you know according to a study published in the Academy of Management Journal , job satisfaction is positively correlated with individual and team innovation.? Employee satisfaction is paramount for the overall health and success of an organization.

Culture 52

Culture Customer Satisfaction Loyalty Innovation 52

Lumoa

OCTOBER 31, 2018

Our guests have multiple years of experience in managing and consulting customer experience management in global companies and now lead their own businesses helping companies make customers happier. Ian Golding, CCXP, CX Consultant and Trainer @ijgolding | blog “CX is at a very interesting point in its evolution.

Customer Experience 160

Customer Experience Customer Centricity Culture Consulting 160

Experience Investigators by 360Connext

JANUARY 21, 2015

Many customers experience the product or service offered by an organization differently than how the organization anticipates. Understanding the customer journey end-to-end helps brands innovate around the experience. But the experience is more than what a customer does after purchase. Don’t fool yourself!

Customer Journeys 110

Customer Journeys Airlines Travel Social Media 110