Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. How are they created? And how can you overcome the obstacles that tend to keep organizations from creating truly great, useful personas? But what are they, really?

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

Experience Investigators by 360Connext

JULY 26, 2022

Customer experience leaders report that teamwork and cross-functional cooperation are some of the top drivers to achieving customer experience success. The leaders I speak to express this same feeling. The leaders I speak to express this same feeling. Challenge #3. Put simply: it’s not easy! Challenge #2.

Sports 143

Sports Customer Journey Mapping ROI Return on Investment 143

Experience Investigators by 360Connext

JULY 12, 2022

Typically, it’ll start with a general plan on how an organization is going to gather customer feedback — a plan that typically includes Customer Listening Posts. Can provide qualitative, emotional feedback to add to the overall quantitative feedback of the customer’s experience. What feedback do we want?

Customer Journey 143

Customer Journey Feedback Social Media Customer Journey Mapping 143

Experience Investigators by 360Connext

JUNE 2, 2020

We have the Voice of the Customer on screens everywhere!” ” My client proudly pointed to the dashboard. ” Has anything changed in the sentiment analysis since you’ve been tracking? “Maybe we’ve had some more neutrals lately?” Instead, let’s look at how to fix it.

Social Media 162

Social Media Net Promoter Score Metrics NPS 162

Experience Investigators by 360Connext

JUNE 28, 2022

Any time changes demand you assess and adjust your goals, strategy, and tactics. In these moments, we typically ask questions like: What goals did we meet? What goals did we miss? Comedian Robyn Schall discovered her 2020 goals and created a viral video of why they were now hilarious. Did we meet it?

Customer Experience 143

Customer Experience Net Promoter Score 2020 Leadership 143

Experience Investigators by 360Connext

JULY 11, 2023

“We’re going to be customer-centric !” However, achieving these outcomes requires more than just collecting customer feedback and making reactive changes. Without a proactive approach, organizations often face the following challenges: Limited Impact : Customer feedback alone does not create meaningful change.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

Experience Investigators by 360Connext

JANUARY 26, 2021

Voice of the Customer programs help organizations keep a finger on the pulse of how they’re meeting customer needs , with VoC data revealing how customers feel about the brand, their experience, and specific interactions and touchpoints at scale. No matter who you are, your customers have more to share. That’s it.

Social Media 254

Social Media Contact Center Net Promoter Score Customers 254

Experience Investigators by 360Connext

JULY 28, 2020

Customer experience leaders are often told to “create a better customer experience” with little more than a pat on the back and an annual customer survey. It’s not enough to ask our teams to “create a better customer experience.” What do we need to get there? For us and for our customers?

Customer Experience 225

Customer Experience Customer Journey Mapping Net Promoter Score Measurement 225

Experience Investigators by 360Connext

DECEMBER 15, 2020

Any time changes demand you assess and adjust your goals, strategy, and tactics. In the customer experience consulting we do with clients, we typically begin this process with reflection questions which help us clearly define what worked and what didn’t. But how do we go about it in an organized way?

Customer Experience 190

Customer Experience 2020 Brands Customer Journey 190

Experience Investigators by 360Connext

FEBRUARY 9, 2021

C-level leaders want to know if customer experience (CX) is worth the investment. Even organizations with running CX programs are often wondering how those efforts are paying off. Two thoughts come to mind: Customer experience can be tied to three areas of specific, tangible returns on investment.

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Lumoa

MARCH 21, 2023

Although it makes sense to search for information online where you can find up-to-date answers to specific questions, what about getting a more comprehensive understanding by reading a book about the topic. To help you out, we have listed our top 10 must-read customer experience books. I hold nothing back.

Books 94

Books Customer Experience Chief Customer Officer Customer Experience Management 94

Experience Investigators by 360Connext

APRIL 21, 2015

In the next few weeks at your organization, see if you can identify some themes. Keep a tally of how many times the product is mentioned compared to the customer, in any meeting. Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers.

B2B 285

B2B B2C Social Media Innovation 285

Experience Investigators by 360Connext

JUNE 30, 2020

Small businesses are struggling with cash flow and innovating around how to deliver on their products and services. Business leaders are looking to the future, and they’re looking for support to get there. There’s a sense of humility about how little we can predict about the future of experiences.

2020 143

2020 Events Customer Journey Brands 143

Experience Investigators by 360Connext

JUNE 30, 2020

Small businesses are struggling with cash flow and innovating around how to deliver on their products and services. Business leaders are looking to the future, and they’re looking for support to get there. There’s a sense of humility about how little we can predict about the future of experiences.

2020 143

2020 Events Customer Journey Brands 143

Experience Investigators by 360Connext

JANUARY 5, 2021

They create such a focus on the customer that everything and everyone throughout the organization is on board. . It’s easy to say things like, “We love our customers!” If you want your organization to truly have its own customer-centric “way,” it’s time to get specific about creating a customer-centric culture.

Customer Centricity 190

Customer Centricity Culture Government Workshop 190

Clarivate

MAY 24, 2022

Tiffani Shaw, Chief of Staff at Clarivate, discusses how we are amplifying our strategic commitments to driving sustainability worldwide and shares highlights from our 2021 Clarivate sustainability report. About this time last year, we published our first annual sustainability report for Clarivate.

2021 98

2021 Government 2024 Innovation 98

GetFeedback

AUGUST 14, 2019

In customer experience (CX) terms, we often dismiss Customer Satisfaction Score (CSAT) measurement as too simple. Great customer experiences are created by designing and understanding the end-to-end journey of your customer, from before they are aware of your brand all the way through to when they leave you or become your greatest advocate.

Metrics 273

Metrics Customer Journey Mapping Customer Satisfaction Net Promoter Score 273

Gainsight

JUNE 27, 2023

Over two days, more than 50 Customer Success CxOs and SVPs from leading businesses like Hubspot, Mews, Software AG, Intercom, Alteryx, and Darktrace came together at Oakley Court in Windsor to share knowledge, foster connections, and explore the ever-evolving Customer Success landscape. Inflatable Stonehenge, anyone?!

ROI 52

ROI Events Return on Investment Touchpoint 52

Kustomer

NOVEMBER 9, 2023

(Did you notice our featured blog post image was created by AI?) At Kustomer, we believe that understanding, embracing, and harnessing the power of AI in CX is not just a necessity—it’s the key to revolutionizing the way we connect with customers. The answer lies in the rapidly changing landscape of CX.

2023 52

2023 Events E Commerce Blog 52

GetFeedback

JANUARY 12, 2020

About eight out of ten business leaders say they want to “improve” the customer experience (CX) to be more competitive. According to Forrester Research , “CX leaders outperformed CX laggards on both stock price growth and total returns.” Got helpful tips on how to install and use the pump via vendor videos. And for good reason.

Customer Journey Mapping 221

Customer Journey Mapping Customer Journey Touchpoint Airlines 221

Experience Investigators by 360Connext

OCTOBER 4, 2017

This week of celebrating success through CX and better customer service is an important reminder that we all serve a role in this. But they’re truly distinct ideas that, when executed well, create meaningful experiences for customers. How should customer service leaders and customer experience leaders coexist?

Customer Service 181

Customer Service 2017 Social Media Innovation 181

Optimove

DECEMBER 5, 2023

Take your customer segmentation to the next level with our advanced guide Download Now Generative AI has transformed marketing, with 90% of commercial leaders expecting to utilize Gen AI solutions “often” over the next two years according to ( McKinsey & Company ). You can ask : what was my top-performing campaign?

Marketing 59

Marketing Download 2022 Insights 59

ClientSuccess

FEBRUARY 14, 2023

Even an attitude of empathy; by understanding each customer’s unique problems and addressing them from an emotional perspective, companies can craft solid relationships and provide exceptional service that stands out. ” -Abraham Lincoln How do you show empathy? How do we develop empathy? What is empathy?

Customer Success 80

Customer Success Customer Journey Mapping Customer Confidence Blog 80

Customer Bliss

OCTOBER 4, 2018

Thankfully, there are leaders in the airline industry who understand this and are working tirelessly to improve both of these experiences. Both women share how they assessed the work that needed to be done to improve customer and employee relations. Strategy #1: Unite Vendors, Employees, and Leaders with One Vision.

Airlines 176

Airlines Customer Experience Chief Customer Officer Reference 176

CX University

SEPTEMBER 18, 2018

My question is, “How do we know which best practices will most benefit our employee engagement initiatives? In 2009, survey data supported that in government organizations, the level of employee engagement (or disengagement) in an organization depends on how effectively that organization does the following: 1.

Engagement 211

Engagement 2005 Competitive Advantage 2009 211

Retently

JUNE 28, 2022

A good Net Promoter Score can fuel your business growth, generate word-of-mouth referrals from Promoters and help you bring in more business without spending as much on traditional advertising or inbound marketing. Give them direct links and ask to share their satisfaction on social media.

NPS 148

NPS Net Promoter Score Feedback Social Media 148

Experience Investigators by 360Connext

OCTOBER 29, 2019

Customer journey mapping can be a powerful tool to help you truly understand your customers, innovate around new ways to serve them, and identify gaps in their journey. And yet, 86% of senior-level marketers believe it’s very important to create a cohesive customer journey. Most leaders today require data to make decisions.

Customer Journey Mapping 137

Customer Journey Mapping Customer Journey Innovation Touchpoint 137

SurveySensum

MARCH 11, 2024

Recognizing the importance of cultivating such an environment, it’s essential to delve into the mechanisms that drive this positive change. By understanding and implementing these practices, we not only enhance our immediate working conditions but also contribute to the broader success and sustainability of our organizations.

Culture 52

Culture Feedback Demo Communication 52

ShepHyken

MAY 28, 2023

During their exclusive interview, Cue emphasized Apple’s commitment to only pursuing projects that will be meaningful to the customer. 3 Ways to Better Support Customer Reviews by Nichole Devolites (CMSWire) Back in 2007, Google first introduced the business rating system in the US to allow businesses to post on their business page.

2023 64

2023 Article Customer Service Books 64

SurveySensum

APRIL 1, 2024

Transparency, quality, and authenticity are pillars on which a startup can build a foundation of trust. Through strategic efforts that range from forming authentic connections with clients to aligning products with consumer values, startups can position themselves as credible alternatives to the tried-and-tested giants of their industries.

Brands 52

Brands Social Media Feedback Loyalty 52

Integrity Solutions

JUNE 13, 2023

Employee engagement is very much emotional, and it’s managers and the coaching culture they create that can make or break those emotional ties. The right questions can help someone tap into their inner motivations, ones they may not even have been consciously aware of. Trust in leaders.

Culture 86

Culture Engagement Management Sales 86

CSM Magazine

DECEMBER 10, 2021

Yet, we continue to see important initiatives that fall under the employee experience (EX) umbrella fall to the wayside in favor of operational enhancements that do little to improve the employee experience and, in turn, drive deeper employee engagement. Just like a customer, your employees’ needs will change over time.

Omnichannel 98

Omnichannel Employee Experience Rewards Programs Touchpoint 98

SurveySparrow

AUGUST 14, 2023

Those are the experiences we all cherish. We’ll explore what they are, what makes them exceptional, and how you can implement them to create unforgettable customer experiences. It’s about understanding your customers on a deeper level and crafting meaningful experiences that resonate with their hearts.

Customer Experience 52

Customer Experience Customer Centricity Customer Journey Mapping Touchpoint 52

Uniphore

JUNE 10, 2021

We also learned just how important contact centers are to our everyday lives. Today, as companies look past the pandemic, one thing remains certain: we now expect more from remote support centers than ever before. At Jacada, we recognized the challenges of overwhelmed—and often understaffed—contact centers early on.

Call Center 98

Call Center Contact Center Webinar 2021 98

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. But as a contact center leader, you play a big role in breaking down these stereotypes. Good reporting relies on the right tagging structure.

Contact Center 67

Contact Center Article Customers Presentation 67

Eptica

NOVEMBER 6, 2019

Author: Guest author - Jeannie Walters Those of us in the customer experience industry can feel like we are making progress when we are collecting valuable customer feedback, communicating throughout the organization, and creating awareness about the importance of focusing on customers. But what does buy-in look like?

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

Stella Connect

JANUARY 20, 2022

Looking for ideas for how to create the best customer service training program for your contact center? So there’s no time like the present to create the best customer service training program for your contact center. 3: DO: Know when group training is most appropriate (and when it’s not).

Customer Service Training 78

Customer Service Training Contact Center Customer Service 2022 78