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

DECEMBER 17, 2014

He’s a #CX pioneer with several start-ups and consulting practices under his belt, a client roster of 400+ companies in 25 countries, who claim $1.5B+ in additional value from their work with him. Blog Customer Engagement Customer Experience customer service Featured Recent News connected consumer innovation linkedin'

Innovation 275

Innovation Connections Consumers Sports 275

Experience Investigators by 360Connext

SEPTEMBER 29, 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 Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

Experience Investigators by 360Connext

DECEMBER 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.

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Experience Investigators by 360Connext

FEBRUARY 5, 2015

Customer engagement. I find the operational “challenge” of customer engagement particularly telling. Companies worry that employees don’t engage with customers, or don’t engage properly and effectively. Finding and keeping employees. …both challenges related to people.

Customer Engagement 110

Customer Engagement Engagement Strategy Retail 110

Experience Investigators by 360Connext

OCTOBER 6, 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 Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

Experience Investigators by 360Connext

DECEMBER 11, 2014

Loyalty does not mean forever for customers. 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. How Developed is Your Customer-Centric Strategy for 2015?

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Contact Center Chief Customer Officer Call Center 251

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

DECEMBER 8, 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 Journeys 252

Customer Journeys Social Media Loyalty Consulting 252

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. Technology advances will continue to inspire new innovations in customer experience. Read the full answers here below.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Experience Investigators by 360Connext

OCTOBER 20, 2014

If there’s one piece of wisdom that this simple pilgrim would like to impart upon you: have the courage to start with the customer. My biggest regrets are the moments that I let a lack of data override my intuition on what’s best for our customers. appeared first on Customer Experience Consulting.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Experience Investigators by 360Connext

NOVEMBER 10, 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.

B2B 271

B2B B2C Social Media Retail 271

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. Declare It – Once you have your leadership destination in mind, make it public.

Leadership 100

Leadership Automotive Hotels Employee Engagement 100

Experience Investigators by 360Connext

SEPTEMBER 11, 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.

Company 231

Company Hotels Social Media Innovation 231

Michelli Experience

JUNE 13, 2017

Customer Experience Speaker, Consultant, Author VS. CASHIERS. As a customer experience consultant , I am constantly working with business leaders to help them “get obsessed with value” and look for ways to provide the right mix of people and technology to deliver it. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

Consulting 113

Consulting Self Service Customer Experience Customers 113

Experience Investigators by 360Connext

JANUARY 5, 2015

” I started saying that after a particularly challenging consulting exercise. The others were his senior staff , his trusted leadership team members. ” CXI® means re-evaluating your leadership practices. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

ijgolding

APRIL 9, 2020

It is an all-in-one platform empowering brands to deliver the ultimate experience to their customers. CEMantica is a customer-centric company that helps you build a memorable connection with your customers engaging them with your brand. and take immediate and tailored actions within your organisation. Eytan Hattem.

Customer Journeys 312

Customer Journeys CRM Technology Groups 312

Alida

MARCH 10, 2017

Failing customer experience initiatives are keeping business leaders up at night. According to an Accenture-commissioned study by Forrester Consulting, only seven percent of business leaders think that their company’s shopping experience exceeds customer expectations. CX programs require strategy and leadership from the top.

Customer Experience 196

Customer Experience Net Promoter Score Effort Score Chief Customer Officer 196

Beyond Philosophy

NOVEMBER 24, 2014

Colin is an international author of four best-selling books and an engaging keynote speaker. Follow Colin Shaw on Twitter @ColinShaw_CX.

Customer Expectations 167

Customer Expectations Net Promoter Score Customer Centricity CEM 167

ShepHyken

DECEMBER 18, 2020

speaker, author, and organizational consultant. H e talks about how the COVID-19 pandemic changed the customer experience and how business leaders responded. As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic.

Leadership 77

Leadership Customer Experience Consulting Roadmap 77

Michelli Experience

NOVEMBER 21, 2017

One of the many competencies required of leadership is knowing where to invest a company’s finite resources. While some brands in the video rental world looked to lease more and more property to rapidly position themselves as THE national brand, leadership at Family Video grew more slowly and purchased the strip malls where it opened stores.

Video 145

Video Leadership Entertainment Financial 145

ECXO

AUGUST 2, 2023

Along the way, he earned a business MBA from Thunderbird/ASU and top credentials in CX, consulting, and speaking. About Ray Gerber, Chief Product Officer Ray is a global leader in customer engagement technologies, with over 30 years of experience in building innovative technologies for enterprises. You Will Learn: 1.

Customer Journeys 156

Customer Journeys Leadership Customer Relationship Management Consulting 156

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

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

APRIL 10, 2015

Where publicity and marketing leave off is where the customer experience needs to deliver. 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.

Social Media 110

Social Media Marketing Customer Journeys Consulting 110

Experience Investigators by 360Connext

MARCH 11, 2015

It’s the hub of our thought leadership, our perspective on current events, our “x marks the treasure” spot for our social communities! 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Blogs are at the center of many content strategies.

Tips 110

Tips Social Media Leadership Exercises 110

Michelli Experience

JULY 25, 2017

Neil notes, “ A recent survey of 3,000 consumers by the Institute of Customer Service (ICS) reveals that staff attitude and staff incompetence are rated the ‘most annoying or frustrating’ service problem, while ‘people-related issues’ account for a whopping 62% of all complaints.”. Key Leadership Behaviors. Trust, Engagement, and You.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

Michelli Experience

MARCH 13, 2018

I’d venture to say that Starbucks might have been little more than one man’s vision if it wasn’t for his leadership strengths. He was one of the original architects of the brand – a part of a leadership triumvirate playfully referred to as H2O (two Howards and an Orin – Howard Schultz, Howard Behar and Orin Smith). Michelli, Ph.D.

Leadership 87

Leadership Consulting Customer Experience Analysis 87

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. Impressive #leader who understands what #customer first leadership means. Leadership is about integrity.

Leadership 110

Leadership Innovation Social Media Consulting 110

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Storyminers

JULY 6, 2020

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Beyond Philosophy

NOVEMBER 4, 2014

Follow Colin Shaw on Twitter @ColinShaw_CX.

Retail 148

Retail Net Promoter Score Customer Experience CEM 148

Experience Investigators by 360Connext

MARCH 4, 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 Service 110

Customer Service Airlines Social Media Loyalty 110

Experience Investigators by 360Connext

FEBRUARY 26, 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 Centricity 110

Customer Centricity Customer Journeys Social Media Consulting 110

ijgolding

APRIL 19, 2017

Many strategists would have you believe that the creation of strategy is akin to a dark art – something that only a few have the skill to do and something that needs very expensive consultants to conjure. The final point I would like to make on this subject is this – creation of the strategy is only part of the challenge.

Strategy 191

Strategy Customer Experience Customer Centricity How To 191

Alida

JULY 11, 2018

At CIBC, one of Canada’s biggest banks, customer insight “touches everything and anything.” That’s according to Jas Singh, CMRP, senior consultant of consumer and market research. The young company, which has about 400 people now, invested early in customer insight because it realized the importance of understanding consumers.

Industry 141

Industry Brands Banking ROI 141