Experience Investigators by 360Connext

OCTOBER 6, 2014

Customercentric culture is all about being proactive. 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

Calabrio

MARCH 25, 2025

In today’s digital landscape, this involves gathering data from diverse sources like surveys, social media, online reviews and, crucially, contact center interactions. Social listening tools, on the other hand, monitor social media platforms and online forums to capture unstructured feedback and brand mentions.

Software 130

Software Customer Journeys Tools Contact Center 130

Experience Investigators by 360Connext

NOVEMBER 17, 2014

Combine these findings with how customers want to interact directly with technical experts on social media, and it behooves brands to think about compelling ways to let customers in on the preparation. Using social media, brands could post photos on Instagram and tweet out the questions the design team is asking.

Social Media 282

Social Media Study Consulting Customer Engagement 282

Experience Investigators by 360Connext

NOVEMBER 5, 2014

Reading can be encouraged around company values and topics, specific employee development or even great novels which teach us about different cultures or issues. More Posts - Website Follow Me: The post How Employees Own the Customer Experience with Workplace Book Clubs appeared first on Customer Experience Consulting.

Customer Experience 273

Customer Experience Net Promoter Score Employee Engagement Culture 273

Experience Investigators by 360Connext

OCTOBER 5, 2021

And then there are those leaders who don’t even have CX in their title, like Chief Marketing Officer or Employee Engagement Director. Keep your finger on the pulse of social media, user reviews, and customer questions. There are CX leaders who have titles like Customer Success Manager and Contact Center Supervisor.

Customer Journeys 367

Customer Journeys Social Media Contact Center How To 367

Experience Investigators by 360Connext

DECEMBER 17, 2014

Do they to reflect a customer-centric culture? Encourage everyone to send hand-written cards to whomever they’d like – customers, prospects, employees, vendors, etc. Blog Customer Experience Customer Journey Mapping Featured customer service employee engagement Entrepreneurship leadership linkedin loyalty'

Customer Journeys 306

Customer Journeys Customer Experience eBook Employee Engagement 306

Lumoa

FEBRUARY 9, 2023

Customer-Centricity Customer centricity refers to customer-oriented culture in the company. Involve all the employees in the transformation: motivate the employees of the company to deliver a great customer experience. Build CX into the culture: build long-lasting principles oriented on customer success.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s ingrained in their culture. 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.

Banking 286

Banking Loyalty Culture Social Media 286

Alida

APRIL 28, 2016

And when it comes to corporate culture, Hubspot has touted itself as a “ lovable company.” Many business leaders confess to aspiring to copy Hubspot’s “culture code,” which the company has made public since 2013. If the image that you project doesn’t accurately reflect your culture, current and former employees will call you out.

Employee Engagement 100

Employee Engagement Culture Engagement Handbook 100

Experience Investigators by 360Connext

SEPTEMBER 25, 2014

They are active in building a community and doing creative things to showcase their employees, culture and growth. Care about your relationships enough to view them as such, not as transactions. Warby Parker is an example of how this is done well. Improving the customer experience by rewarding loyal customers seems like a no-brainer.

Loyalty 272

Loyalty Banking Social Media Consulting 272

Russel Lolacher

JUNE 29, 2021

World Social Media Day is here again, providing a great opportunity to inform and educate your own public sector organization about what its social media efforts do to benefit them and their audience: the public. An Overview of your Social Brands. Those benefits? Breakdown the Benefits. line staff receive. .

Social Media 98

Social Media Infographics Travel Government 98

Experience Investigators by 360Connext

NOVEMBER 6, 2014

Customers want to know your culture. Customers want to know them even more, so their stores are reflective of their fun and playful culture. Customers want to be a part of the culture they’ve created. Our schedules are packed and we want to know we can interact on our terms. Customers want to discover.

Omni-Channel 258

Omni-Channel Trends Retail Ecommerce 258

Michel Falcon Experience

APRIL 27, 2018

People-First Culture™: Build a business your employees and customers will admire. Customer experience, employee engagement, company culture and leadership are all extremely important factors in building an admired company/brand. The post People-First Culture™: Why Some Teams Win Together and Others Don’t.

Culture 122

Culture Social Media Employee Engagement Video 122

BlueOcean

DECEMBER 2, 2024

Today, what matters most is the cultural fit. What role do employee engagement and incentives play in your success? Because social media plays such a big role in the hospitality business, we reward our agents every time a guest names them in an online review. Empathy is key.

Exceptional Customer Service 156

Exceptional Customer Service Customer Service Hospitality Contact Center 156

Experience Investigators by 360Connext

OCTOBER 29, 2014

Do we live in a throwaway culture? 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.

Poor Customer Service 303

Poor Customer Service Social Media Loyalty Consulting 303

InMoment XI

NOVEMBER 30, 2023

Google Alerts, social media monitoring tools, and specialized software can help you stay informed. Engage with Your Audience: Build strong relationships with your audience through active engagement. Monitoring and managing online reviews, social media mentions, and search engine results are critical.

Brands 284

Brands Management Multi-Channel Social Media 284

ProProfs Chat

AUGUST 6, 2021

Modern employees today are looking beyond just a 9-to-5 job. Following this trend, employee engagement has quickly become a popular metric to gauge work satisfaction, employee productivity, and, eventually, business growth. . We will explore the 20 best employee engagement software in 2021 and compare their features.

Employee Engagement 98

Employee Engagement Software Tools Engagement 98

Experience Investigators by 360Connext

OCTOBER 16, 2014

Underscoring cultural or contextual stereotypes and not even realizing it. Consider the -isms and -ia that might be alive and well within your culture. Language, culture and community are nuanced and living organisms. Consider this: Showcasing images representing one kind of person only – in stock photos.

Social Media 259

Social Media Culture Consulting Communication 259

Michel Falcon Experience

JANUARY 30, 2020

THE SOCIAL MEDIA ERA. Find out how social media enabled consumers to RECLAIM the power they lost during the internet era and how it changed the way companies and brands interact with their customers. Are you interested in improving your company culture, employee engagement, and customer experience?

Social Media 78

Social Media Customer Experience Employee Engagement Course 78

Experience Investigators by 360Connext

DECEMBER 11, 2014

They wholeheartedly believe their company/product/service/culture is THE BEST. A good customer experience strategy is totally dependent on the internal culture of an organization. I love to hang around with entrepreneurs. Full of energy and passion, they are warriors committed to taking down the tired, old big companies.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

TechSee

APRIL 16, 2019

But thanks to a new wave of fresh approaches, that reality could be ripe for change as enterprises set about building a call center culture of excellence. Improving Contact Center Culture. As they work on creating a call center culture of excellence, managers often spend significant time on evaluation, but not enough on development.

Call Center 126

Call Center Culture Contact Center Net Promoter Score 126

InMoment XI

SEPTEMBER 20, 2022

A large national financial services company, concerned that it was experiencing over 30% turnover among new employees, decided to give them a 13% bonus. Those employees who were “satisfied” happily took the additional money, but the result was no discernible decrease in churn. What keeps them there.

Customer Experience 195

Customer Experience Employee Engagement Culture Conference 195

Alliance by IFS

SEPTEMBER 8, 2014

Employee engagement is probably one of the largest challenges facing field service companies currently. Despite the latest excitement regarding worker engagement, few businesses understand the impact or the way it may drive company outcomes. Why is employee engagement so important for field service companies?

Employee Engagement 82

Employee Engagement Engagement Competitive Advantage Social Media 82

Experience Investigators by 360Connext

JUNE 11, 2015

Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. If your culture is toxic, that toxicity permeates through to every interaction a customer may have. How toxic is your culture?

Culture 110

Culture How To Leadership Social Media 110

Lumoa

MARCH 20, 2018

Customer Centricity Customer centricity refers to customer-oriented culture in the company. Involve all the employees in the transformation : motivate the employees of the company to deliver great customer experience. Build CX into the culture : build a long-lasting principles oriented on customer success. It's simple.

Net Promoter Score 268

Net Promoter Score Customer Journeys Omni-Channel Customer Experience 268

InMoment XI

DECEMBER 16, 2021

However, today more is needed of employees: Namely, proven direct causation, the specific defined linkage, and intersection, of employee thinking and behavior to customer brand/company loyalty and advocacy in the marketplace. He hit the mark with that statement.

Company 195

Company Communication Culture Employee Experience 195

BlueOcean

JUNE 26, 2018

Today, what matters most is the cultural fit. What role do employee engagement and incentives play in your success? Because social media plays such a big role in the hospitality business, we reward our agents every time a guest names them in an online review. Empathy is key.

Customer Service 353

Customer Service Hospitality Contact Center Hotels 353

Beyond Philosophy

NOVEMBER 6, 2014

Customer centricity requires strategy to cultivate a culture that puts the Customer at the center of everything you do. If you have the belief, however, that articulating and designing a deliberate experience makes you a better organization you can overcome these challenges that are created by transformational change to your culture.

Net Promoter Score 163

Net Promoter Score Strategy Customer Centricity CEM 163

GetFeedback

MAY 9, 2019

Two customers can view the same experience in completely different ways due to many factors that influence their interpretation of events — their upbringing, cultural background, motivations, and much more. Employee engagement : Employees have to be fluent in the company’s CX goal and strategy.

Customer Experience 337

Customer Experience Customer Journeys Effort Score Metrics 337

Calabrio

OCTOBER 15, 2019

The ONE Awards celebrate customers finding innovative ways to meet growing customer and workforce demands, improve employee engagement and satisfaction, and ultimately enrich human interactions with their brand. As a result, customers report being happier overall. The Optimizer – Alliant Energy. The Humanizer – Shopify.

Contact Center 40

Contact Center Self Service Gamification Analytics 40

TechSee

APRIL 10, 2019

The omnichannel customer experience is comprised of multiple customer touchpoints, over a range of channels that seamlessly connect, allowing customers to move back and forth from one experience to another on any device and platform: web, voice, chat, messaging, social media, video and email. BT – Customer-centric culture.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Help.com

MARCH 14, 2016

We share a few tips below that can help boost your customer engagement and create a culture of loyal, happy customers. Place a focus on employee engagement. Of those surveyed, 71% rank employee engagement as very importan t to achieving overall organizational success. Be active on social media.

Customer Engagement 114

Customer Engagement Engagement Tips Social Media 114

CSM Magazine

AUGUST 22, 2024

With today’s current business world being more competitive and complex, employee engagement cannot be taken lightly. In essence, employee engagement positively affects employees’ job performance, levels of satisfaction and organisational commitment.

Employee Engagement 52

Employee Engagement Engagement Strategy e-support 52

Michel Falcon Experience

MARCH 12, 2019

I do not have enough confidence to stand on the stage and give you guys theory that I haven’t tried, I haven’t tested, and aren’t orange true, so I’m going to introduce you to something called the people first culture, the three piece strategy, some micro customer experiences. Magazine all of the time.

Culture 12

Culture Employee Engagement Company Engagement 12

Integrity Solutions

SEPTEMBER 2, 2022

Whether they’re sending the message via quiet quitting or actually giving two weeks’ notice, more and more employees are making it clear that burnout has taken a toll, they want to find more meaning and purpose in their work, and their companies haven’t done enough to address the problems. At least, it shouldn’t be.

Management 114

Management Employee Engagement Culture Leadership 114

CX Journey

JULY 10, 2014

You''ll need a way to crosstab, predict, identify key drivers, and prioritize improvements with survey data; mine and analyze your unstructured data; and track, review, and prioritize social media inputs and influencers.

Data 177

Data Customer Experience Customer Journeys Analysis 177

BlueOcean

OCTOBER 4, 2021

In fact, many subscription-based services have designed an ease-of-use/self-serve model that benchmarks the customer experience before that subscriber ever picks up the phone, writes an email, connects via live chat, or drops your brand handle into their social media post. Agents need to feel heard to keep morale and engagement high.

Customer Experience 194

Customer Experience Customer Care B2C Lifetime Customer 194