Experience Investigators by 360Connext

OCTOBER 6, 2014

CX Day 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. Join us! .

Customer Experience 289

Customer Experience Social Media 2014 Events 289

Oracle

APRIL 4, 2018

By building a more human-to-human (H2H) CX, SMBs can develop meaningful connections with customers that will in turn boost loyalty, compel them to return, and create brand advocates. For example, let’s take a look at Tesco , a global brand renowned for its comprehensive loyalty programs. 3 Ways to Foster Loyalty.

Loyalty 56

Loyalty Loyalty Programs 2014 Social Media 56

Experience Investigators by 360Connext

MARCH 23, 2015

The 2014 Seattle Seahawks Superbowl run was an opportunity to recognize who employees are by providing unique opportunities like photo backdrops with the “Seahawks Super Fan” who is one of their profiles. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Super Fans FTW.

Insurance 237

Insurance 2014 Social Media Consulting 237

NetBase

AUGUST 4, 2020

And here are some white space statistics uncovered with white space intel, to help you along, including: Digital Food orders have grown 300% faster than dine-in since 2014. On average, consumers spend 2 hours and 24 minutes per day on social media, knowing what they’re talking about is key. It’s important insight to have.

Social Media 83

Social Media 2014 Consumers Brands 83

Alida

AUGUST 12, 2016

Constant connection. Younger Millennials don‰’t remember what it‰’s like to not be connected to the web. More established companies like McDonald’s are also embracing transparency to better connect with younger consumers. Capitalize on social media. It’s no secret that Millennials are heavy social media users.

Customer Insights 189

Customer Insights Insights Engagement Marketing 189

Experience Investigators by 360Connext

APRIL 30, 2015

We know this technique as the peak-end rule , which not only helps retain customers after things go awry, but often has the power to forge stronger loyalty from an otherwise bad experience. ” “Let’s give them a chance to stay connected on their terms.” Added by Anne Reuss on Jan 31, 2014.

Brands 266

Brands 2013 2014 Retail 266

Experience Investigators by 360Connext

JANUARY 30, 2015

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2013 252

2013 Customer Service E-support 2014 252

Experience Investigators by 360Connext

OCTOBER 6, 2014

This post is part of the Customer Experience Professionals Association’s 2014 Blog Carnival. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

Experience Investigators by 360Connext

JUNE 15, 2015

Alibaba Group did more than $390 BILLION in sales in 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.

2015 217

2015 Leadership Innovation 2014 217

Experience Investigators by 360Connext

JANUARY 21, 2015

I’ve flown Virgin Atlantic back and forth to London a couple of times in 2014. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. One airline trying to understand the actual journey more for their customers is Virgin Atlantic.

Customer Journey 283

Customer Journey Customer Journey Mapping Airlines Magazine 283

Experience Investigators by 360Connext

JANUARY 7, 2015

Some predictions forecast 1 in 4 will recruit a Chief Digital Officer by the end of 2014. There are now calls for executive teams to add Chief Social Officers and Chief Content Officers. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Chief Customer Officer 257

Chief Customer Officer 2011 2014 Leadership 257

ProProfs Chat

JUNE 14, 2019

Perhaps one of the greatest risks to company reputation today is that a single disgruntled customer has the power to disrupt your whole operation with the power of social media, which can amplify their complaints across the web. Building Brand Loyalty. Customer Service Stats for Social Media. Millennials Today.

2019 90

2019 Customer Service Social Media Poor Customer Service 90

Customer Bliss

JUNE 6, 2017

As head of Member Experience, Brad is responsible for retention marketing, member lifecycle and loyalty, community, social media, email marketing, and member. Prior to joining Peloton, Brad led strategy and global operations for Starwood Preferred Guest (SPG), Starwood Hotels’ award-winning loyalty program with over 21.

Hotels 149

Hotels Social Media Consulting 2014 149

Eptica

SEPTEMBER 10, 2015

As technology gets more complex, and consumers look to connect it all together, the importance of the customer experience becomes ever more vital. The findings showed that some companies are better at connecting with customers than others, but that overall it lags behind other sectors – including consumer electronics retailers.

Customer Service 76

Customer Service 2015 2014 Social Media 76

ijgolding

NOVEMBER 25, 2014

Those of you who have ever seen the reaction of teenagers who have experienced a failing Wi-Fi connection will know exactly what I am talking about. In 2014, Wi-Fi has become such a critical part of our day to day lives that it is difficult to imagine how we might exist without it.

Social Media 84

Social Media 2014 Hotels Entertainment 84

ProProfs Chat

JANUARY 30, 2020

Customer loyalty. Customer Engagement Through Social Media. Customer Engagement & Loyalty. This allows you to keep customers engaged with the brand and also boosts brand loyalty. Consumers’ trust in retailers and manufacturers has declined by more than half since 2014. Customer expectations.

Customer Engagement 136

Customer Engagement 2020 Engagement Social Media 136

Kayako

JANUARY 5, 2017

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. Forrester’s latest consumer survey about channel usage for customer service , reported that the use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014. Take it for a test spin now.

2017 38

2017 Multi-Channel Loyalty Customer Service 38

Experience Matters

SEPTEMBER 8, 2014

In Temkin Group’s research, State of the CX Profession, 2014 (which is free for CXPA members), we found that 98% of CX professionals agree with the statement “customer experience is a great profession to be in.” Our research shows that customer experience correlates to customer loyalty. CX professionals are a happy group.

Customer Experience 121

Customer Experience 2014 Social Media Events 121

CSM Magazine

FEBRUARY 28, 2018

Generate Customer Loyalty. However, with the cost of customer acquisition on the rise, it is essential that businesses focus on achieving customer loyalty. Creating a customer loyalty scheme within a mobile app is a tactful way of encouraging repeat purchases and guaranteeing a return on investment (ROI) from developing an app.

Social Media 40

Social Media 2018 Return on Investment Magazine 40

ReviewTrackers

AUGUST 24, 2017

This article was written by Brandon Carter, a customer engagement and loyalty writer and analyst for Access Development. Read more of his articles over on the Access Loyalty Blog. They require ongoing effort, trust, and a genuine connection. These provide an opportunity to earn that instant, passionate connection.

Social Media 50

Social Media Loyalty 2014 Connections 50

Eptica

OCTOBER 6, 2015

This analyzed ten leading utilities and found that, on average, performance in the sector had worsened on email, chat and Twitter, and remained static on the web, since 2014. So how can they better connect with customers? Here are six areas to focus on: 1. Share this page on: Tweet.

Customer Service 75

Customer Service 2015 Social Media Contact Center 75

Lumoa

JUNE 14, 2023

When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Moreover, at least two-thirds of Fortune 1000 companies pore over their NPS results religiously, using the metric as a barometer of customer satisfaction and loyalty. Almost 40 to 50% of them, in fact.

NPS 83

NPS Customer Centricity Loyalty Presentation 83

QuestionPro Audience

JULY 24, 2017

Make no mistake, if your customer loses trust and confidence in your ability to protect their data, they will go elsewhere and – even worse – they will black list you via social media where their rants can spread like wild fire. #4 5 All open connections into my environment are well known and are properly managed and monitored.

2014 60

2014 Social Media Consumers Connections 60

SurveySparrow

NOVEMBER 15, 2019

Then around 2014, you began delving into the customer experience sector. It was also around this time that e-commerce was starting to encroach on traditional retail, social media was taking off, and smartphone adoption was quickly rising. For example, HomeAdvisor is a marketplace for connecting with local contractors.

Advertising 71

Advertising E Commerce Magazine E-support 71

CSM Magazine

OCTOBER 6, 2020

Get it right and 61% of consumers said they would share positive experiences with friends and family, 59% said that they would have higher loyalty to the company and 55% said that they would purchase more products and provide high ratings and positive feedback on social media. Established in 2014, EBI.AI About the Author.

Consumers 52

Consumers Insurance Customer Confidence Automotive 52

Experience Matters

APRIL 7, 2015

They make them feel valued, inspire their loyalty, and earn their business. It empowers customer champions, informs successful marketing activities, drives process and product improvements, and ultimately improves customer loyalty and the bottom line. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

2015 97

2015 Multi-Channel 2014 CEM 97

Comm100

JANUARY 14, 2016

Nevertheless, if your aim is to ultimately increase brand loyalty, customer satisfaction, and sales revenues, then it is crucial for you to first improve the quality and efficiency of your company’s customer service and sales support. Social Media Is a Powerful Support Platform. Of course, one of those channels is social media.

2016 0

2016 Customer Service Social Media 2015 0

Beyond Philosophy

OCTOBER 3, 2014

1 UK Attraction ” on Thursday, October 30th 2014. If you enjoyed this post, you might be interested in the following blogs: How Emotions Generate $$$ Union Street Guest House Commits The Worst Social Media Blunder EVER! To read more from Colin on LinkedIn, connect with him by clicking here.

Leadership 154

Leadership CEM 2014 Sports 154

Smith+co CX

MARCH 10, 2014

There is no doubt that 2014 will be the year when technology will potentially dominate the world of customer experience. The danger is that we can all too easily focus on the widgets and whistles and forget how humans actually make decisions – through their emotional connection with a brand. This is what builds a real connection.

Multi-Channel 59

Multi-Channel Customer Experience 2014 Social Media 59

SurveySparrow

SEPTEMBER 21, 2020

Well, surveys are one of the most crucial strategies to improve customer loyalty. You can take Frito-Lay’s example to understand how online surveys can transform into customer loyalty machines. Frito-Lay used a social media survey to decide which flavour of chips their customer would like to have. The takeaway?

ROI 45

ROI Return on Investment Social Media Net Promoter Score 45

Natalie Petouhof

APRIL 12, 2016

Together, the companies are empowering companies to engage their customers through dynamic experiences around products, brands and moments—all connected to their business. What’s Happening With Messenger Facebook: Messenger’s growth is skyrocketing with its monthly active users growing from 500 million in 2014 to 900 million today.

2014 49

2014 Connections Leadership Customer Journey 49

Thematic

DECEMBER 5, 2018

Think customer loyalty programs are all about getting generic discounts, points and rewards? A McKinsey report states that “executive teams that make extensive use of customer data analytics across all business decisions see a 126% profit improvement over companies that don’t” (McKinsey, 2014). Think again.

Customer Retention 96

Customer Retention Competitive Advantage 2017 2014 96

ReviewTrackers

FEBRUARY 14, 2019

Modern consumers are combing through all the information at their fingertips, through smartphones, word of mouth, and social media to weigh pros and cons before purchasing. According to a 2014 survey , the number of patients using online reviews increased 68 percent from 2013 to 2014.

Feedback 62

Feedback Healthcare Social Media Hospitality 62

SurveySensum

JULY 14, 2020

He is an author of Moments of Magic®, The Loyal Customer, The Cult of the Customer, The Amazement Revolution, Amaze Every Customer Every Time, Be Amazing or Go Home, and The Convenience Revolution and a creator of a customer service training program, Customer Focus , aiming to help clients build a customer service culture and loyalty mindset.

2020 132

2020 Customer Experience Magazine Consulting 132

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Amity

JANUARY 30, 2014

Is 2014 the year of Customer Success? As we move into 2014, companies will be more focused than ever on the customer centric organization. As we move into 2014, companies will be more focused than ever on the customer centric organization. It is abundantly clear that the future is very bright for customer success!

Customer Success 48

Customer Success Insights 2014 Chief Customer Officer 48

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences.

Customer Service 52

Customer Service Customer Experience Magazine Books 52