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

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 356

Customer Experience Customer Centricity Competitive Advantage Government 356

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

Adrian Swinscoe

APRIL 11, 2024

Today’s interview is with Gareth Higgins, who writes and speaks about the power of storytelling to shape our lives and world, peace and justice, and how […] The post Leadership, storytelling and why it is an art and it needs to be taught – Interview with Gareth Higgins first appeared on Adrian Swinscoe.

Leadership 59

Leadership Employee Engagement Employee Experience Communication 59

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

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

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 133

Employee Experience Customer Service Customer Experience Employee Engagement 133

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.

Customer Experience 304

Customer Experience Customer Journeys Employee Engagement Social Media 304

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

Service Untitled

JANUARY 10, 2011

According to Wikipedia, “an engaged employee is one who is fully involved in, and enthusiastic about, his or her work, and thus will act in a way that furthers their organization’s interest.” According to Scarlett Surveys, 31% of employees are disengaged and 4% of those 31% are hostile. Create a strong team environment.

Employee Engagement 71

Employee Engagement Engagement Leadership Culture 71

ClearAction

JULY 29, 2018

Customer Engagement is an Enterprise-wide Imperative Lynn Hunsaker. Does customer engagement rely solely on Marketing, Sales, Success or Service strategies? Customer engagement is successful to the degree that the rest of the company empowers its success. It’s an enterprise-wide imperative.

Customer Engagement 48

Customer Engagement Engagement Customer Centricity Culture 48

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. Ultimately, the success of a CX team reflects on the example set by the leadership. TRANSCRIPT.

Customer Engagement 53

Customer Engagement Engagement Culture Customers 53

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. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Please enter your email to stay in the loop.

Entertainment 247

Entertainment Leadership Social Media B2B 247

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

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 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

ShepHyken

DECEMBER 29, 2020

How to Drive Customer and Employee Engagement for a Better Customer Experience. They discuss strategies for building customer centricity and emotional engagement. Top Takeaways: Customer centricity happens when everyone in the organization is focused on customer engagement.

Customer Centricity 80

Customer Centricity Culture Leadership Employee Engagement 80

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

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 26, 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.

Banking 286

Banking Loyalty Culture Social Media 286

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

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

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

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

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

SmartKarrot

JULY 27, 2022

A healthy relationship with the customers – is the success mantra for B2B SaaS businesses. Along with a customer-centric approach, businesses should invest in customer engagement activities to build healthy customer relationships. This is where customer engagement managers enter the scene. .

Customer Engagement 10

Customer Engagement Engagement CEM Management 10

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

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

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

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

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

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

Blake Morgan

JANUARY 20, 2022

His blog, Customers That Stick, features interviews with top CX leaders and answers common customer-related questions. . He offers a European perspective on employee and customer engagement and customer focus and shares interviews with top CX leaders. . Adrian Swinscoe . Annette Franz . Bill Quiseng .

Case Study 96

Case Study Customer Journeys Competitive Advantage Customer Centricity 96

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 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

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

ShepHyken

APRIL 22, 2019

My Comment: If you want the service culture in an organization to change, it must start at the top with leadership. As Bill Patterson, Salesforce Service Cloud’s GM and Executive VP would say, “Never before has it been more important to rid the world of bad customer service experiences.”

Self Service 81

Self Service Customer Service Competitive Advantage Case Study 81