Adrian Swinscoe

MARCH 22, 2025

Traditionally, when a CFO gets promoted to the position of CEO, its not uncommon to expect the firm to take a more analytical approach and, perhaps, [] The post From numbers to narratives: The power of customer engagement first appeared on Adrian Swinscoe.

Customer Engagement 64

Customer Engagement Engagement Analytics Customers 64

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

eglobalis

JANUARY 28, 2025

For those unfamiliar, Paul is a superstar in CRM, customer engagement, and customer experience (CX) worldwide. A General Overview of The Commonwealth of Self Interest Paul Greenberg’s book provides a comprehensive framework for understanding customer engagement and business success.

CRM 195

CRM Customer Centricity Customer Engagement Engagement 195

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

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

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

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. appeared first on Customer Experience Consulting.

Social Media 244

Social Media Consulting Leadership Employee Engagement 244

Experience Investigators by 360Connext

DECEMBER 29, 2014

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

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

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

Kristina Evey

OCTOBER 8, 2014

By intent, I mean give them a realistic customer interaction scenario and ask how they would like to see it handled. Have them tell you a story of when THEY THEMSELVES have experienced wonderful and terrible service as a customer. Engaged employees are a critical complement to the customer focus.

Customer Service 323

Customer Service Customers Customer Experience Management Leadership 323

InMoment XI

NOVEMBER 30, 2023

Enhanced Customer Engagement Responding promptly to customer feedback, whether positive or negative, demonstrates attentiveness and dedication to customer satisfaction. Reputation management software facilitates streamlined engagement, fostering stronger connections with your audience.

Brands 284

Brands Management Multi-Channel Social Media 284

Experience Investigators by 360Connext

DECEMBER 17, 2014

He and his team help retail and service firm leadership teams improve their customer experiences with a unique combination of experience, service, and business design. Blog Customer Engagement Customer Experience customer service Featured Recent News connected consumer innovation linkedin'

Innovation 275

Innovation Connections Consumers Sports 275

ECXO

JUNE 23, 2024

Furthermore, implementing the right technology and tools is paramount for the success of your customer success team. This may involve investing in a robust customer relationship management (CRM) system, customer engagement platforms, and analytics tools to gain valuable insights into customer behavior and preferences.

Customer Centricity 358

Customer Centricity Culture Customer Journeys Customer Satisfaction 358

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

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

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

Totango

MARCH 29, 2022

Building and maintaining each unique customer journey can be a complex task — often with teams needing to understand how each customer communicates, what their needs are, and how best to move forward with individual customer engagement efforts. Allow Automation to Scale Customer Engagements.

Customer Engagement 101

Customer Engagement Engagement Effort Score Customer Journeys 101

Experience Investigators by 360Connext

JANUARY 5, 2022

Your company has surpassed its annual goals for customer retention, referrals, and satisfaction. C-level leadership is thrilled, and the customer experience program you helped develop was instrumental to this success. Article] Improving your Voice of the Customer listening posts? Imagine yourself a year from today.

Resources 369

Resources Customer Journeys Video Customer Experience 369

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

Totango

NOVEMBER 5, 2021

Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. How many employees support digital engagement at Aruba? MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey.

Customer Engagement 115

Customer Engagement Customer Journeys Engagement Strategy 115

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 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

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. appeared first on Customer Experience Consulting.

Company 231

Company Hotels Social Media Innovation 231

Lumoa

FEBRUARY 6, 2018

Many of the traditional ways of doing business are under threat from smaller, faster, more agile disruptive businesses so organisations need to be more focused on truly understanding their customers, delivering better experiences and engaging in new ways. 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

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. That word - intuition – can be a dirty word among business types.

Customer Focused 289

Customer Focused Employee Engagement Culture Social Media 289

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

Lithium

SEPTEMBER 22, 2021

Looking for the secrets to creating sensational customer experiences? Check out the CX Confessions: The Customer Experience Show. Interested in becoming a Titan of Customer Engagement? Learn about what it takes to ascend to Titan status ?

Leadership 98

Leadership Tips Customer Engagement Engagement 98

ECXO

SEPTEMBER 6, 2023

Abstract: A Customer Data Platform’s ultimate value is providing a unified omnichannel perspective of primary customer data for marketers and the ability to activate that data for real-time customer engagement. But can a Customer Data Platform truly enhance the customer experience?

Customer Experience 227

Customer Experience Data Customer Centricity Culture 227

eglobalis

SEPTEMBER 16, 2024

This solution provided real-time insights on how to increase crop yields, improving customer experience. The result was a significant boost in customer engagement and an increase in product orders as farmers made more informed decisions. based health insurance provider, faced inefficiencies in its customer onboarding process.

B2B 372

B2B Strategy Customer Experience Customer Journeys 372

Totango

NOVEMBER 5, 2021

Getting Started: Tips for Implementing an Effective Customer Engagement Strategy. How many employees support digital engagement at Aruba? MH : Within my team, we have about three or four resources to work with Teresa on the digital content because we have a lot of digital messaging that goes out throughout the customer journey.

Customer Engagement 91

Customer Engagement Customer Journeys Engagement Strategy 91

Alida

MAY 8, 2018

The State of Engagement Report found three quarters of those surveyed believe their jobs are on the line if their customer experience (CX) strategies are unsuccessful, while almost half of respondents believe it’s possible their jobs are at risk if their technology investments fail. CMOs know there’s CX leadership gap.

Report 173

Report Customer Experience Leadership Study 173

Customer Bliss

NOVEMBER 29, 2018

She looked at all of the customer touchpoints and pain points, collected data from call centers to gather complaints and feedback, and reviewed communications previously sent to members. In addition to understanding the customer’s POV, she also met with executive leadership to understand their individual perspectives and pain points.

Chief Customer Officer 195

Chief Customer Officer Handbook System Engagement 195

CSM Magazine

DECEMBER 5, 2024

Or perhaps under the CEO’s leadership? The Role of a Customer Experience Team First, consider the role of the CX team within your organization. Customer insights can directly reach the highest levels of leadership. The CX team and marketing often share goals such as customer engagement, retention, and loyalty.

Report 52

Report e-support Leadership Touchpoint 52

Blake Morgan

NOVEMBER 12, 2024

Consistency Across All Touchpoints Customers expect consistent quality whether dining in, using the drive-thru, or ordering delivery. Leveraging Technology Technology drives improvements in customer engagement, from AI-powered ordering to personalized loyalty programs. Blake Morgan was called “The Queen of CX” by Meta.

Strategy 64

Strategy Marketing Customer Experience Social Media 64