Experience Investigators by 360Connext

DECEMBER 15, 2023

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization — through a CX Mission Statement and CX Success Statement — is so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

InMoment XI

NOVEMBER 7, 2017

Here’s the scene: Orlando, FL, where it is currently 85 degrees Fahrenheit with 100% humidity – and that’s INSIDE the airport. My family of 7 (three kids, ages 3, 9 and 10, my two parents, my husband and myself), are en route back home after a wonderful Disney vacation that had a hiccup or two. View Article

Customer Experience 328

Customer Experience Article Customers 328

Experience Investigators by 360Connext

OCTOBER 3, 2023

Ever wondered about the optimal frequency to revisit your customer experience mission statement, success statement, and team charter? This week, our host, Jeannie Walters, founder of Experience Investigators, answers this very question from one of our listeners. We’ve got you covered!

Innovation 143

Innovation Feedback Insights Customer Experience 143

Experience Investigators by 360Connext

APRIL 23, 2024

The landscape of consumer expectations is constantly evolving, and understanding the value of customer experience has emerged as a cornerstone for businesses aiming to sustain growth and maintain a competitive advantage. But today’s C-Suite is still questioning the value of customer experience and asking if investing in CX is worth it.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

COPC

FEBRUARY 15, 2023

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? If customer experience is an afterthought in design and implementation, customer loyalty and revenue suffer.

E-support 85

E-support Competitive Advantage Webinar Loyalty 85

InMoment XI

AUGUST 18, 2022

More than ever before, proving the ROI of customer experience is absolutely vital. And, unfortunately, customer experience programs may fall on the chopping block. To reach the goal of a truly effective, ROI-focused CX program, we cycle our customers through our five step framework. Those steps are: Design.

ROI 557

ROI Customer Experience Webinar Financial 557

InMoment XI

NOVEMBER 7, 2017

Here’s the scene: Orlando, FL, where it is currently 85 degrees Fahrenheit with 100% humidity – and that’s INSIDE the airport. My family of 7 (three kids, ages 3, 9 and 10, my two parents, my husband and myself), are en route back home after a wonderful Disney vacation that had a hiccup or two. View Article.

Customer Experience 200

Customer Experience Article Customers 200

Experience Investigators by 360Connext

APRIL 27, 2021

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. It can feel daunting to try to actually improve the customer experience when there are real challenges to overcome.

Customer Experience 291

Customer Experience Customer Journey Mapping Culture Customer Journey 291

Customer Bliss

JANUARY 25, 2018

Is your company customer obsessed? Tamar Cohen , Head of US Customer Experience for Zoetis , a leader in animal health services, shares how she led the leadership team in building the company’s CX platform and organization from the grounds up. Clarifying the Customer Experience to be Customer Obsessed.

Leadership 175

Leadership Culture Government Customers 175

ClearAction

MAY 25, 2023

Growth via Massive Customer Experience Savings Lynn Hunsaker Customer experience savings are NOT about automation or slashing value to customers! Your enterprise goals are to continually increase value to investors, so by definition, you must continually increase value to customers. Well, you CAN!

Customer Experience 118

Customer Experience Chief Customer Officer Leadership ROI 118

Experience Investigators by 360Connext

MARCH 8, 2021

To deliver exceptional customer experiences, everyone in your organization needs to be on board. This is where understanding the right learning path for overall customer experience excellence can be very powerful. Path 1: Customer Experience 101. What DOES customer experience mean and why should we care?

Customer Experience 271

Customer Experience Customer Journey Mapping Culture Customer Centricity 271

Alida

FEBRUARY 19, 2020

Today, an organization's ability to competitively position and differentiate depends upon the experiences they create for their customers. Experiences that resonate change the way a company is perceived, forge customer trust, and improve financial performance.

Customer Experience 173

Customer Experience Marketing Financial Loyalty 173

Help Scout

AUGUST 22, 2023

A better customer experience leads to more loyal customers and more referrals. Here are the seven CX best practices you need to get there. Read the full article

Customer Experience 40

Customer Experience Article Customers 40

Customer Bliss

JANUARY 25, 2019

Darin and I chat about customer experience as a mindset, and how he was able to define and frame his role in a way that provided clarity for the rest of the organization to understand. He pieced together critical “to-do” items that his team needed to have on their roadmap in order to make the customer experience better.

Leadership 157

Leadership Roadmap NPS Employee Experience 157

ShepHyken

OCTOBER 16, 2023

Top Takeaways: Building a solid customer experience foundation is essential for all businesses, regardless of their industry or target audience. Andrew shares the four key steps to deliver experiences that lead to customer satisfaction, repeat business, and retention. Get your CX house in order. Embrace AI.

Customer Experience 87

Customer Experience B2C Government B2B 87

Kristina Evey

JULY 9, 2019

Shownotes… To be successful in your CX efforts, the initial experience the customer has, the promised relationship, and the actual … Read More 058 – Foundation Bricks of Customer Experience. The post 058 – Foundation Bricks of Customer Experience appeared first on Kristina Evey.

Customer Experience 48

Customer Experience Customers Customer Experience Management Culture 48

Experience Investigators by 360Connext

AUGUST 1, 2023

Artificial Intelligence (AI) is revolutionizing customer service and transforming the way organizations manage their customer and employee experiences. As a customer experience leader, it’s crucial to understand the potential of AI and how to leverage it effectively to elevate and not deduct from the customer journey.

Customer Service 143

Customer Service Customer Experience Customers Leadership 143

PK

JUNE 3, 2020

The post Foundation for customer success appeared first on PK. Years ago, I sat in a conference room on the campus of a global technology company. The distance from one end of the room to the other was so great […].

Customer Success 59

Customer Success Technology Customers Article 59

Customer Bliss

FEBRUARY 18, 2022

As we head further into 2022, it’s apparent that companies are picking up steam and looking ahead to the future of their experience practices (customer experience, employee experience, and beyond). Building a strong foundation for future planning is the start. Listen to or watch the full interview ».

2022 286

2022 Customer Experience Chief Customer Officer Books 286

Customer Bliss

SEPTEMBER 5, 2019

There was a need to be experience-focused rather than product-focused. Craig and I explore how they developed strategies to improve the customer experience and flow of the museum, how they handle hiring and employee experience, and the incredible community work they’ve done to prepare parents and young children for Kindergarten.

Culture 131

Culture Chief Customer Officer Leadership Presentation 131

GetFeedback

MAY 9, 2019

If you Google customer experience you’ll get about 2,340,000,000 results—articles, videos, reports—with in-depth information about the space. What is customer experience? Customer experience is how your customers perceive their interactions with your company. What is great customer experience?

Article 337

Article Customer Experience Metrics Customer Journey Mapping 337

SurveyGizmo

MARCH 15, 2021

And the most progressive organizations are embracing strategies focused on customer-centricity. At its core, customer-centricity is: An emphasis on putting the customer at the heart of every business decision The empowerment of employees to adjust each customer experience A cultural shift in how organizations view their customers.

Customer Centricity 90

Customer Centricity Net Promoter Score Culture Employee Experience 90

Aveus

NOVEMBER 25, 2019

An omni-channel approach will help you expose and address key inconsistencies as customers attempt to learn about and purchase healthcare services, ultimately leading to better loyalty for your brand. Typically, organizations work in silos when it comes to channel development – for the customer it’s one seamless experience.

Healthcare 85

Healthcare Multi-Channel Consumers Innovation 85

Lumoa

OCTOBER 24, 2023

Success in customer experience (CX) can be represented by numbers. A high Net Promoter Score (NPS), a large number of new customers in a month, or fewer unsatisfactory customer service request conclusions, are just some of the metrics we use to measure an effective customer experience.

Competitive Advantage 83

Competitive Advantage Customer Experience Net Promoter Score Culture 83

Experience Investigators by 360Connext

FEBRUARY 9, 2021

Is customer experience worth it? C-level leaders want to know if customer experience (CX) is worth the investment. Customer-focused employees across marketing, sales, HR, and other departments want to know if new CX initiatives are worth pushing for. So… Is customer experience worth it?

Customer Experience 261

Customer Experience Net Promoter Score Culture ROI 261

Beyond Philosophy

FEBRUARY 5, 2015

They understand that delivering on the tangible and functional elements of value are just table stakes, and that connecting, and having an emotionally-based relationship with customers are keys to leveraging loyalty, advocacy, and brand-bonding behavior. They market, and create experiences, within the branded vision.

CEM 156

CEM Customer Experience Customer Centricity B2C 156

Integrity Solutions

MAY 13, 2021

Maximizing talent, developing a customer-centric culture and achieving aggressive sales goals are all made possible through ethical, values-driven behaviors. When we talk about the traits of a great salesperson, that’s the foundation that supports everything else. 10 Selling Principles for Relationship Sales.

Customer Relationships 86

Customer Relationships Sales Customer Centricity 2021 86

CSM Magazine

MARCH 13, 2024

Activewear brand, Sweaty Betty, has achieved transformational success by partnering with customer experience (CX) experts Sabio Group to overhaul its customer service experience. With streamlined workflows and access to enhanced customer insights, agents could focus on delivering personalised, high-value interactions.

Customer Experience 52

Customer Experience 2021 Customer Relationship Management Customer Care 52

Customer Bliss

FEBRUARY 19, 2015

Identify and Prioritize the “Cracks in the Foundation” that Emerge. Somewhere along the way, we came up with the term “cracks in the foundation” to define this ever-growing list, and it stuck. Resolving these day-to-day bugs in the system are critical to creating customer experience reliability.

Call Center 202

Call Center Financial Culture Information 202

Bill Quiseng

APRIL 25, 2021

We can learn from the processes we took during this pandemic to establish the same steps to reassess and create our customer experience in what is the new normal. While improving customer experience is not literally life and death, without offering a good experience we stand the chance to lose the customer forever.

Customer Experience 190

Customer Experience Hospitality Airlines Hotels 190

Experience Investigators by 360Connext

FEBRUARY 23, 2021

Customer experience is not a fad or a trend or a buzzy phrase. That’s why the foundational work of defining CX at your organization, through a CX Mission Statement and CX Success Statement , are so critically important to accomplishing real change and delivering on real outcomes through customer experience.

Communication 178

Communication Customer Experience Customer Journey Mapping Net Promoter Score 178

PK

MAY 10, 2021

With customer experience being a new area of focus for many, we have found that businesses are ramping into the field very quickly and are sometimes missing some key base principles in the process. This is a set of ten guiding principles that act as a foundation in our CX practice.

Customer Experience 98

Customer Experience Customers Article Customer Engagement 98

CSM Magazine

JANUARY 8, 2024

But how specifically does efficient manufacturing connect to good customer experiences? Things customers appreciate. The Link of Efficient Manufacturing and Customer Experience You may see manufacturing largely as a behind-the-scenes process. A means to an end in getting products out to customers.

Customer Experience 52

Customer Experience Competitive Advantage Loyalty Customers 52

Comm100

MARCH 21, 2022

In government service delivery, setting customer service expectations needs to also include organizational conversations around client outcomes. With all members of the service area on board, agents can more effectively communicate expected outcomes, improving the customer experience.

Government 65

Government Omnichannel Technology Communication 65

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. So, let’s embark on this AI-powered journey together and unlock the true potential of customer experience. Nexcom A/S and COPC Inc.

Customer Experience 114

Customer Experience Customer Journey Insights Technology 114

customer sure

JANUARY 10, 2024

These are the most common pitfalls we’ve witnessed from organisations when they’re evaluating and improving customer experience. Neglecting Customer Feedback One of the most common mistakes businesses make is disregarding customer feedback. Businesses often overlook the qualitative aspects of customer experience.

Customer Experience 62

Customer Experience Net Promoter Score Social Media Omnichannel 62