Experience Investigators by 360Connext

DECEMBER 5, 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.

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

SuiteCX

FEBRUARY 15, 2016

One of the most compelling reasons to conduct a journey mapping exercise is to get various employee representatives around the room, engaging with one another and finding ways to make positive organizational change. Customer Journey Mapping: Three Ways Journey Mapping Can Drive Employee Engagement.

Customer Journeys 100

Customer Journeys Employee Engagement Engagement Exercises 100

Experience Investigators by 360Connext

FEBRUARY 5, 2015

Customer engagement. Finding and keeping employees. 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.

Customer Engagement 110

Customer Engagement Engagement Strategy Retail 110

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

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. Original customers begin wondering “what’s in this for me?”

How To 271

How To Leadership Social Media Consulting 271

ECXO

JUNE 11, 2023

Since then, customer experience has become ‘institutionalized’ as a key domain to generate sustainable competitive advantage. Customer Centricity is often driven by a passionate ambassador driven by the ambition to make a company more successful, whilst making employees and customers happy.

Customer Experience 366

Customer Experience Customer Centricity Competitive Advantage Government 366

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 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.

Customer Experience 272

Customer Experience Customer Journeys Leadership Airlines 272

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

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. How will you define employee engagement and customer experience success?

Leadership 100

Leadership Automotive Hotels Employee Engagement 100

CX University

JULY 9, 2018

Of these three rewards, the highest correlation exists between employee engagement and customer satisfaction. These two are more closely linked than sleeping pills with sleep, or ibuprofen with pain reduction (Moore and Humphrey, “The link between customer engagement and employee engagement”).

Employee Engagement 68

Employee Engagement Leadership Insurance Engagement 68

Maz Iqbal

DECEMBER 22, 2014

Until this difference is recognised and acted up organisations will continue to grapple with the challenge of ‘employee engagement’ Why should I engage with you and your organisation when I do not feel myself cared for – as a unique human being? What Has This To Do With Leadership?

Leadership 103

Leadership Customer Philosophy Employee Engagement Loyalty 103

InMoment XI

NOVEMBER 30, 2023

Employee Engagement Your employees are integral to your brand’s reputation. Investing in employee training, recognizing achievements, and fostering a workplace that aligns with your brand values contributes to a harmonious and authentic brand representation.

Brands 284

Brands Management Multi-Channel Social Media 284

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

Experience Investigators by 360Connext

JANUARY 5, 2015

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. appeared first on Customer Experience Consulting. And here’s why.

Leadership 110

Leadership Consulting Employee Engagement User Experience 110

Lumoa

FEBRUARY 6, 2018

There are many organisations embracing a people-centric approach to business (be it employee engagement on CX or on developing strong CX programmes) but there remain a large number who fail to fully grasp the need for change. Is customer centricity already part of the company DNA and culture?

Customer Experience 304

Customer Experience Customer Centricity Self Service Culture 304

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

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

Bold360

JANUARY 22, 2020

Many companies over-index on investing in customer experience (CX) compared to EX. Of course you want the customer experience to the best it can be. But focusing on better employee engagement can in turn lead to better customer engagement. And yes, we’re talking all employees.

Employee Engagement 76

Employee Engagement Engagement Customer Experience Chatbots 76

CX Journey

OCTOBER 23, 2014

Leadership : It starts at the top. If you''ve got the wrong leadership in place, it''ll be really tough to steer the ship in the right direction. Employee Engagement : I list this separately from "leadership" and from "people" because employee engagement is a two-way street that requires both to work together for the greater good.

Culture 173

Culture Leadership Employee Engagement Customer Centricity 173

ImprintCX Articles

JANUARY 7, 2025

Companies are pouring resources into improving the employee experience (EX) but are neglecting the emotional and motivational drivers of employee engagement and its costing them. Worse, this imbalance is directly impacting the one thing every company should care about: customer experience (CX). The result?

Employee Engagement 40

Employee Engagement Employee Experience Exceptional Customer Service Engagement 40

ShepHyken

FEBRUARY 19, 2021

This week we feature an article from Emily Lavin, Content & Social Executive at Oak Engage. She shares a 3-step guide on how to improve the employee experience while maximizing customer engagement. Where would a business be without a customer service team? Step 1: Implement Employee Engagement Software .

Employee Experience 132

Employee Experience Customer Service Customer Experience Employee Engagement 132

Lumoa

FEBRUARY 9, 2023

It involves measuring customer effort on customer service interactions, such as the number of customer emails received, the length of customer wait times, and the number of customer complaints. This helps to ensure customer satisfaction and builds long-term customer loyalty.

Net Promoter Score 417

Net Promoter Score Customer Journeys Customer Experience Omni-Channel 417

CloudCherry

DECEMBER 1, 2018

Philosophically, CX and CS have the same general goal, which is to strengthen customer engagement, retention and brand advocacy. Here’s why customer success is not the same as customer experience, and why treating them the same will let your CX lag behind your competition. which enhances productivity ?

Customer Success 247

Customer Success Customer Experience CEM Touchpoint 247

NICE inContact

JANUARY 30, 2017

NICE positioned as a Leader and is positioned highest in Ability to Execute and furthest in Completeness of Vision due to significant growth, large market share, and innovation leadership in product development highlights the enterprise as paving the way in the Workforce Engagement Management category.

Engagement 120

Engagement Management Leadership Employee Engagement 120

Beyond Philosophy

SEPTEMBER 10, 2015

It seems most organizations have a Customer Experience program and an increasing number have started Employee Engagement programs. Because the experience you give your Customers is the same experience you should give your employees. Employee engagement is the latest buzz phrase in the industry.

Employee Engagement 60

Employee Engagement Engagement Employee Experience Retail 60

Michelli Experience

JANUARY 27, 2016

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Leadership 100

Leadership Infographics Employee Engagement Consulting 100

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.

Technology 110

Technology Customer Experience Social Media Trends 110

Maz Iqbal

OCTOBER 9, 2014

improvement due to benevolent-enlightened leadership? Or a new found love of the customer? New FCA-mandated focus on customer outcomes … has led to massive investments and exhaustive leadership attention. Organisations and the Tops that lead them do not willingly stop screwing their customers and employees.

Case Study 89

Case Study Customer Experience Employee Engagement Retail 89

CSM Magazine

JUNE 16, 2020

What comes first: happy customers or happy employees? It’s a question many have asked, but there’s one thing we’re certain of – positive employee engagement plays a critical role in a company’s success. Finally, introduce a strong and inclusive leadership culture. Provide purpose and tools.

Employee Engagement 52

Employee Engagement Omni-Channel Engagement Strategy 52

Michelli Experience

DECEMBER 27, 2016

As I presented the challenge to Horst, I explained the efforts the company’s leaders had exerted to, “improve the quality of their customer experience so that most customers had less pain during interactions”. Who in the world wants to follow you or that leadership team if your aspiration is so timid.

Customer Experience 223

Customer Experience Hotels Leadership Customers 223

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

Beyond Philosophy

NOVEMBER 10, 2014

Blogs Customer Experience CEM CEO Conferences consultants consumer behaviour customer Customer Analysis customer behavior Customer Behaviour customer centricity customer emotions customer engagement Customer experience customer experience books customer experience industry customer experience management Customer Experience Program customer experiences (..)

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

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

Michelli Experience

JULY 25, 2017

Neil cites David’s research noting that it demonstrates, “ For every 10% increase in employee engagement levels, a company’s customer service levels go up by 5%, and profits by 2%.”. By contrast, employee distrust, disengagement, and neglect for development create the environment for most customer complaints.

Consulting 113

Consulting Touchpoint Leadership Employee Engagement 113

Experience Investigators by 360Connext

APRIL 10, 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.

Social Media 110

Social Media Marketing Customer Journeys Consulting 110

Michelli Experience

MARCH 9, 2016

There are few things more important about leadership than developing and growing talent.

Engagement 100

Engagement Insurance Loyalty Employee Engagement 100