Experience Investigators by 360Connext

JULY 7, 2020

If you see a poster on a wall, an outline in a company handbook, or any other sort of static document that gets created and then spends its time collecting dust… then you might think journey maps are a waste of time. . Stop for a moment and imagine a customer journey map in your mind. What do you see? And I wouldn’t blame you.

Customer Journey Mapping 208

Customer Journey Mapping Customer Journey Document Workshop 208

CX Accelerator

MARCH 9, 2020

I could see the writing on the wall and feared that my role in managing social media and PR for a local boutique agency might soon be in jeopardy. I didn’t know much about contact centers at the time, but I loved the idea of working from home, and the hiring manager impressed me. Who can relate?

Contact Center 182

Contact Center Social Media Travel Advertising 182

CX Accelerator

MARCH 9, 2020

I could see the writing on the wall and feared that my role in managing social media and PR for a local boutique agency might soon be in jeopardy. I didn’t know much about contact centers at the time, but I loved the idea of working from home, and the hiring manager impressed me. Who can relate?

Contact Center 182

Contact Center Social Media Travel Advertising 182

ShepHyken

FEBRUARY 17, 2021

After rethinking the ER strategy, I love the idea of how small improvements can turn into big game-changers even more. Fill a wall with yellow Post-It notes. You’ll find ways to save money, make money, develop better ways of doing business and much more. First, a short recap of the concept. First, a short recap of the concept.

Reference 143

Reference Customer Service Training Article Presentation 143

Experience Investigators by 360Connext

APRIL 28, 2015

Who doesn’t love the chocolate chip cookies at the Doubletree?) As readers of 360Connext are aware, microinteractions help form an integral part of any customer experience. Kimpton is famous for its extra touches. More striking was the Kimpton brand sign. Many hotel brands are cognizant of the importance of first impressions.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

ShepHyken

OCTOBER 16, 2018

From Like to Love. Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace. Ask your employees what they love and what they don’t love. You listen to me.

Culture 97

Culture Entertainment Books Leadership 97

CX Accelerator

OCTOBER 28, 2020

Track 1 - “Fix you” by Coldplay Not great with song lyrics, I settled on Fix You by Coldplay. There’s a line in the bridge of the song that says: Tears streaming down your face. I promise you I will learn from all my mistakes. oh and the tears streaming down your face. And I will try to fix you. What a great point. Well done, ,, Schulbert Koleka.

Definition 281

Definition Culture Customer Centricity Blog 281

ShepHyken

MARCH 10, 2021

Just like the restaurants have music memorabilia hanging on the walls, so do the hotels. And they must love it. I was recently interviewed by Yigal Adato for his mastermind group, all entrepreneurs and owners of pawnshops. We were discussing how important it is to “bake” customer service into the culture. Employees must understand it.

Culture 151

Culture Hotels Customer Service Training Definition 151

CX Accelerator

AUGUST 1, 2018

When combining the stress that comes with never-ending customer requests, pressure from all types of internal stakeholders, and the sometimes crippling weight of life outside of work, the result may be too much to bear. How can we create an environment that gives life instead of sucking it out of us?

Contact Center 182

Contact Center Workshop Healthcare Culture 182

Confirmit

AUGUST 21, 2018

It included the following: I particularly loved two things about this. The other day I found myself in the slightly annoying position of being unable to procrastinate any further. This meant writing a list. And working things out. And measuring things with a tape measure. And measuring things with a tape measure. Anyway, a list was written.

Feedback 200

Feedback Measurement Customers Customer Experience 200

Experience Investigators by 360Connext

OCTOBER 29, 2019

Many CX teams spend months on a journey map only to have a beautiful poster on the wall that only tells part of the story. Now, I love a beautiful poster as much as the next gal, but I’m here to tell you that you can’t master journey mapping by slapping a poster on your wall… no matter how good it looks.

Customer Journey Mapping 137

Customer Journey Mapping Customer Journey Innovation Touchpoint 137

Beyond Philosophy

APRIL 18, 2020

There is a lovely mirror leaning against the wall in my garage in England. My wife thinks we should sell it. I think we should give it away, to which my wife tut-tuts. She argues it is a beautiful mirror and believes it will fetch a handsome sum on the Internet. I disagree. The post Are You Overpricing Your Product & Services?

Consulting 68

Consulting Customers Customer Experience 68

Experience Investigators by 360Connext

FEBRUARY 3, 2020

Kids love adults who know everything!). Learning Makes You Happier — Science Shows it. Have you ever experienced a “conference high?” Not, I’m not talking about what happens when you skip out on the afternoon session because you got a whiff of something “totally legal in this state.”

Workshop 197

Workshop Healthcare Sales Financial 197

Experience Investigators by 360Connext

MARCH 26, 2015

How lovely. I’m grateful most hotels have abandoned the idea of the compact-yet-completely-useless hairdryer that pops out of the wall. I’ve been traveling a lot in the month of March. I’ve been thinking about what it means to be a business traveler (who happens to be a woman) on the road. Yes, please. ALL THE COFFEE.

Travel 282

Travel Hotels Guest Experience Airlines 282

SurveySparrow

MARCH 10, 2021

At times, he didn’t get a response at all. The feeling set in that Daniel’s work didn’t matter. If he worked really hard or used his creativity, it didn’t matter. Nobody cared, and so he stopped caring as well. Of course, that’s only half the story. His mistake, though, was that he never expressed this appreciation to Daniel. Retain Top Talent.

Engagement 52

Engagement Culture Communication Loyalty 52

Daniel Group

NOVEMBER 20, 2023

However, over the past few years, some clients “hit a wall” in their improvements. Since 2005, The Daniel Group has partnered with B2B clients to improve their customer experiences. We are pleased to see the progress our clients have made. They made many changes to their processes and systems, which resulted in improvement.

Culture 52

Culture B2B 2005 Definition 52

Customer Bliss

JANUARY 3, 2017

We, as human beings, love to think that the beginning of a new year is a maximum time for change. Today is the first day of office work in 2017 for many people. While I know some of you worked on 1/2, it was technically a federal holiday.) You’ll arrive at your desk/office/cubicle/etc. rife with possibilities. It doesn’t matter.

2017 183

2017 2016 Leadership Culture 183

CX Accelerator

OCTOBER 28, 2020

Track 1 - “Fix you” by Coldplay Not great with song lyrics, I settled on Fix You by Coldplay. There’s a line in the bridge of the song that says: Tears streaming down your face. I promise you I will learn from all my mistakes. oh and the tears streaming down your face. And I will try to fix you. What a great point. Well done, ,, Schulbert Koleka.

Definition 182

Definition Culture Customer Centricity Blog 182

CX Accelerator

AUGUST 1, 2018

When combining the stress that comes with never-ending customer requests, pressure from all types of internal stakeholders, and the sometimes crippling weight of life outside of work, the result may be too much to bear. How can we create an environment that gives life instead of sucking it out of us?

Contact Center 140

Contact Center Workshop Healthcare Culture 140

Beyond Philosophy

JANUARY 18, 2017

The Wall Street Journal has released its annual scorecard of U.S. Spirit told the Wall Street Journal that it has improved its operations, but it expects to get more complaints than other airlines because customers who buy tickets through travel agents may not understand Spirit’s fee structure. Well, some people do. Absolutely not.”

Airlines 122

Airlines Travel 2015 Culture 122

Experience Investigators by 360Connext

NOVEMBER 19, 2014

“I love what you say about caring about your customer’s experience! And yet…what happens when we step inside the walls of an organization? I totally get what you’re talking about. I sure wish the rest of my company would, too!” Because in truth, we do get it. We get it when we’re customers.

Customer Service 257

Customer Service Customer Relationship Management Hospitality Customer Relationships 257

ijgolding

NOVEMBER 22, 2017

Yes… I am not actually there as often as I would like, but when I am, I do not take for granted that my children are being raised in a lovely environment. Founded as a Roman Fort in 79 AD, Chester is one of the best preserved walled cities in Great Britain. I am very lucky to live in a beautiful city in the North West of England.

Travel 151

Travel Customers Social Media Banking 151

Russel Lolacher

JANUARY 12, 2021

” “Break down those walls!” That’s when someone, leaning against the wall on the edges of the larger group said something kind of under his breath that I’ll never forget… “But I like my silo. I love how simple but important it is in framing how we approach others. “Tear down silos!”

Culture 59

Culture Workshop Books Innovation 59

ShepHyken

DECEMBER 27, 2021

And I love the closing line: “Don’t let somebody else tell your company’s story.”. The thought of negative feedback may trigger something inside of you that frankly, makes you want to crumble up all the papers on your desk or just throw your laptop against the wall. This article has a few other ideas worth considering. Embrace them!

2021 71

2021 Article Customer Service 2001 71

ShepHyken

OCTOBER 16, 2018

From Like to Love. Shep Hyken sits down with Keith Alper to talk about his new book, From Like to Love. They discuss how to create a loving employee culture, the five basic needs of employees, and what millennials want in the workplace. Ask your employees what they love and what they don’t love. You listen to me.

Culture 49

Culture Entertainment Books Leadership 49

NetBase

APRIL 6, 2020

Popeyes is apparently staffed with marketing masters, as it keeps hitting home runs – and even wins consumer love during a pandemic. Winning Combo for Consumer Love. Your brand can capture brand love as well, by following these five steps: 1. How do they keep knowing what will resonate and create viral sensations?

Consumers 64

Consumers Advertising Social Media Brands 64

Think Customers

JANUARY 20, 2020

The wall of the booth was designed by the artist TRAV to be a mural of flowing colors that when touched activated a musical tune. The wall of the booth was designed by the artist TRAV to be a mural of flowing colors that when touched activated a musical tune. Various rhythms could be made by gliding one’s hand along the wall.

Retail 81

Retail 2020 Technology Connections 81

ChurnZero

SEPTEMBER 23, 2022

Listen, we’re all suckers for a unicorn and love quadruple-digit growth stories. Companies are seeing the writing on the wall and investing in strategies to drive those necessary efficiencies—one of those ways is by investing in Customer Success and other strategies that improve CX. . The pandemic.

Customer Success 98

Customer Success 2022 Customers 2017 98

CX Accelerator

JUNE 27, 2018

The love, compassion, and skill of the Vanderbilt staff as they accepted the responsibility of making her well was a powerful thing to witness. The first thing we saw when we walked into the hospital was a young girl admiring a beautiful dress on display on the wall. How does Vanderbilt design a patient experience capable of so much?

Hospitality 140

Hospitality Presentation Customer Journey Innovation 140

Education Services Group

FEBRUARY 2, 2022

Money may not be able to buy you love, but we are living in a material world, and I’ve heard that very few people like scrubs. This cold wall of silence between our departments must end! This cold wall of silence between our departments must end! Speak their love language to build stronger ties. Delicious KPIs!

Metrics 52

Metrics Financial Customer Success Customer Retention 52

Experience Investigators by 360Connext

JANUARY 5, 2015

Customers LOVED the attention they received as new customers. ” I walked through our findings, including the hard truth that there was a perception that honesty was not valued within the walls of the company. The following is a Best of 360Connext post. We have a saying around here. We only work with “enlightened leaders.”

Leadership 307

Leadership Consulting User Experience Loyalty 307

Experience Investigators by 360Connext

FEBRUARY 12, 2018

I love the options we have now to learn on demand. Guess who landed the side job of painting a mural on the store’s outside wall? Keeping up is not a choice, it’s an absolute necessity. With options like webinars and online video courses, learners can go at their own pace. ” but have no idea HOW to actually do it?

E-support 173

E-support Webinar Financial Workshop 173

CSM Magazine

MAY 1, 2019

Pay attention to the little things and your customers will love you even more. You know the one: dark wood-grained conference table, plush high-back chairs, and sleek, modern art adorn the walls. The dinner meeting is off to a good start. You reserved the executive meeting room in your restaurant on your property. End of story, right?

Customer Service 92

Customer Service Customers Leadership Books 92

Beyond Philosophy

MARCH 15, 2017

My first manager had a poster on his wall that said, “There isn’t a lot of traffic on the extra mile,” a tenet of Customer Service. People love things to be easy. Today, that poster might read, “Why meet customer expectations when you could exceed them?” The Easy Path to Customer Loyalty. They want everything to be easy. It is easy.

Loyalty 121

Loyalty Average Handle Time Books Customers 121

Lithium

DECEMBER 28, 2020

Khoros CEO Jack Blaha and CMO Katherine Calvert discussed the extremely high expectations of modern customers, in a new normal where brands are either “loved, or left.” “It’s no secret that Khoros Engage is not just a conference,” said Spike Jones, Senior Vice President of Strategic Services at Khoros in his opening remarks.

Engagement 52

Engagement Social Media 2019 ROI 52

Steve DiGioia

MAY 2, 2022

Sure, pro wrestlers love their sport, but their love for giving their all for the fans outweighs that. Sure, pro wrestlers love their sport, but their love for giving their all for the fans outweighs that. Maybe you are too. There are millions of us. And we watch it every week. It was so much fun.

Customer Service 131

Customer Service Entertainment Sports Social Media 131

Beyond Philosophy

SEPTEMBER 8, 2022

My best was with Maersk Line, the largest shipping container company in the world. On a recent podcast, we had a guest, Michél Patterson , a continuous improvement expert in Lean Six Sigma who has consulted numerous industries, including technology, freight forwarding, and even the Department of Defense. Rule #1: Define. Rule #2: Measure.

ROI 97

ROI Customer Experience Net Promoter Score Measurement 97