Experience Investigators by 360Connext

SEPTEMBER 29, 2014

They want to know how to increase loyalty and revenue and all that good stuff. 92% of customers feel a poor service experience decreases their loyalty. 92% of customers feel a poor service experience decreases their loyalty. Justify customer loyalty through excellence – innovate audience interactions. We have been there.

Customer Experience 282

Customer Experience Social Media Poor Customer Service Loyalty 282

ECXO

AUGUST 9, 2023

Professional services (PS) and consulting is critical to client experience. From a client perspective firm offering CX-related PS / consulting – in enterprise technology, telecoms, electronics, and beyond – are superficially similar. The impact it has on your PS and consulting, and on any client interaction, is considerable.

Consulting 296

Consulting Competitive Advantage Culture Touchpoint 296

Experience Investigators by 360Connext

NOVEMBER 3, 2014

If someone in a leadership position cares enough to recognize the truth hurts and might be tricky to address, that company is a winner. They start trusting clients and customers more than their leadership. As a customer, it hurts to be neglected or ignored after investing your own loyalty in a brand you believe in.

How To 271

How To Leadership Social Media Consulting 271

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s well documented that a little mixup can actually increase loyalty when the recovery is handled well. They have been asked to make deposits into the relationship bank (through trust, loyalty, etc.) The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Banking 286

Banking Loyalty Culture Social Media 286

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. Have fun and please let us know what changes you make in 2015!

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Experience Investigators by 360Connext

DECEMBER 29, 2014

She is the community manager for 360Connext, a customer experience consulting firm, and a freelance writer. She can lipread but tweet her first @Anne Reuss More Posts - Website Follow Me: The post 10 Must-Reads for a Better Customer Experience in 2015 appeared first on Customer Experience Consulting.

Customer Journeys 300

Customer Journeys Customer Experience Touchpoint Social Media 300

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. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Please enter your email to stay in the loop.

Entertainment 247

Entertainment Leadership Social Media B2B 247

Michelli Experience

OCTOBER 24, 2017

“Where Has All The Loyalty Gone? Customer loyalty is at a premium and to the surprise of many that premium is not just for Millennials. Shelagh Daly Miller, VP, Group Publisher for AARP Media Sales recently wrote a provocatively alarming article for Ad Age titled Is Brand Loyalty Dead? The Erosion of Loyalty.

Loyalty 157

Loyalty Consulting Loyalty Programs Groups 157

Experience Investigators by 360Connext

DECEMBER 5, 2014

Our premier episode features the one and only Jackie Huba , author of Monster Loyalty : How Lady Gaga Turns Followers Into Fanatics, who shares amazing insights and gives us a sneak peek into her next area of focus. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

Experience Investigators by 360Connext

NOVEMBER 24, 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. Don’t sabotage your success before you even get started.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

Experience Investigators by 360Connext

DECEMBER 8, 2014

Loyalty one month can be challenged the next by outside influences. 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

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

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. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

Customer Bliss

APRIL 23, 2021

My gift to you is sharing conversations with these incredible colleagues through my podcast to help you further your career and develop your leadership skills. Bell needs no introduction in this industry; he’s authored numerous influential books and is a trusted speaker and consultant. Bell tells us why truth is vital to trust.

Customer Experience 273

Customer Experience Consulting Sports Leadership 273

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

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. Image credits: WikiThreads , Global X via Creative Commons license.

Customer Focused 275

Customer Focused Employee Engagement Call Center Social Media 275

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. Photo Credits: Birmingham News Room , wilhei55 via Creative Commons.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

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. I also discussed the way the competitors and other industries were creating customer loyalty based on better user experiences. The following is a Best of 360Connext post.

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

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! The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. appeared first on Customer Experience Consulting.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

Experience Investigators by 360Connext

JUNE 24, 2015

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. The 5 Customer Leadership Competencies. Leadership, Accountability and Culture. Plus, she’s funny and snorts when she laughs!).

Leadership 110

Leadership Chief Customer Officer Handbook Social Media 110

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. Frosty Man and Seattle Municipal Archives via Creative Commons license.

B2B 271

B2B B2C Social Media Retail 271

Experience Investigators by 360Connext

DECEMBER 8, 2020

The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Whether it’s the end of the year or any other time that’s right, these are five of the questions I ask the clients I consult with when it’s time to reflect. And for many of us it’s extremely relatable.

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

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. appeared first on Customer Experience Consulting.

Company 231

Company Hotels Social Media Innovation 231

Experience Investigators by 360Connext

NOVEMBER 20, 2014

More Posts Follow Me: The post SaaS Customer Experience Starts in the C-Suite appeared first on Customer Experience Consulting. B2B Blog Customer Experience customer service Featured customer relationship management leadership linkedin loyalty management'

Customer Experience 302

Customer Experience Chief Customer Officer B2B Conference 302

Experience Investigators by 360Connext

FEBRUARY 2, 2015

.” If it works to ignore loyalty, people will continue to do that. How many incentives are tied to real customer satisfaction and loyalty? Here are three ways to encourage the people in your organization to care about loyalty from customers. Understanding how to create and maintain loyalty is a key factor in improving it.

Customer Satisfaction 110

Customer Satisfaction Loyalty Net Promoter Score Social Media 110

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. Read the full answers here below. Celebrate small successes and share stories. Technology advances will continue to inspire new innovations in customer experience.

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

Experience Investigators by 360Connext

JANUARY 7, 2025

An intentional, proactive customer experience (CX) has unmatched power for attracting new customers and earning their lifelong loyalty. And once you have their attention, every step in their journey can deepen their loyalty or cause them to look elsewhere. But this is easy to say and harder to do.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Experience Investigators by 360Connext

JANUARY 3, 2018

It’s about the leadership of an established industry ignoring the way their customers like to be treated. It’s about leaders leaning into old systems and fear of change and claims around “customer loyalty.” ” Loyalty is not something your customers owe you. Your customers deserve more. They love us!

Tips 164

Tips Loyalty Leadership NPS 164

Experience Investigators by 360Connext

SEPTEMBER 3, 2019

ALL Leaders Experience Leadership Bias… There is a natural conflict of interest between companies and customers. Well, nothing is impossible, and you can overcome leadership bias. First, let’s dig into the 5 most common types of leadership bias — how many are you guilty of? But more on that in a moment.

Leadership 110

Leadership Net Promoter Score Customer Journeys Infographics 110

Experience Investigators by 360Connext

JANUARY 8, 2018

They are silently chipping away at your customers’ loyalty RIGHT NOW while you chase after that elusive “WOW” experience. Customers complained but it didn’t necessarily impact their loyalty…until the infamous video. ). appeared first on Customer Experience Consulting. Ask your front-line folks.

Customer Journeys 273

Customer Journeys Airlines Social Media Banking 273

Customer Bliss

MAY 30, 2017

Claudiu brings 15 years of customer-centric leadership from multiple industries, including financial services, healthcare, and strategy consulting, and is a published expert in the field of customer experience. He designed a best-in-class customer experience model now utilized across a global footprint.

Financial 121

Financial Banking Healthcare Leadership 121

ECXO

SEPTEMBER 15, 2022

The two ECXO panelists will be Joanna Carr , CX Consultant at Allegro and ECXO Ambassador and co-founder, and Ricardo Saltz Gulko , the MD of Eglobalis Information – Insight – Innovation and the Founder and Initiator of the ECXO.org movement. Subscribe only on zoom only: [link]. 150 virtual places only!

Customer Experience 207

Customer Experience Leadership Feedback Survey 207

InMoment XI

MARCH 2, 2022

As viewed by many consulting organizations in their evaluations of this unfolding era of chronic talent shortages coupled with low unemployment rates, the conjoined, common themes of enterprise humanity and reframed purpose seem to be among the most attainable stakeholder prescriptives for dealing with the current employee landscape.

Culture 195

Culture Connections Company eBook 195

Lumoa

MAY 5, 2022

Good customer experiences affect customer satisfaction and loyalty and have become a significant strategic differentiator that can strengthen your brand. Developing CX leadership requires collaboration and communication with customers, employees, and partners. How to develop and implement a Customer Experience strategy?

Strategy 259

Strategy Customer Experience How To Consulting 259

Comm100

MARCH 8, 2017

Chelsea Krost is a self-named Millennial spokesperson and brand consultant. Through the eyes of Nasser, the areas of leadership, people skills, teamwork, gender equality, and customer service blend into a masterful understanding of corporate culture and the customer experience. Chelsea Krost. ChelseaKrost. Flavio Martins. flavmartins.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Bill Quiseng

DECEMBER 13, 2021

Customer loyalty is not by offering discounts, upgrades, or subscriptions to repeat customers. Real customer loyalty is built on service so great that customers return again and again, raving to others along the way. You can read more about Karen at the end of her post.

Customer Retention 172

Customer Retention Customer Service B2C Customer Service Strategies 172

Calabrio

JUNE 1, 2017

Consumers have high expectations for a great experience no matter where they interact with brands, therefore businesses are now forced to stop thinking about loyalty in terms of brand name and start thinking of it in terms of experience. This shift requires new intelligence and new leadership in order to build and maintain customer loyalty.

Brands 162

Brands Customer Experience Chief Customer Officer Contact Center 162