Experience Investigators by 360Connext

MARCH 16, 2015

We’re not having a tent sale or running a huge promotion, but every year March proves to be crazy but awesome, and 2015 is no different! Our Chief Customer Experience Investigator™ Jeannie Walters is in Austin gathering evidence from South By Southwest Interactive. Next Generation Customer Experience ConferenceSan Diego.

Events 223

Events Customer Experience Webinar Telecommunications 223

Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders.

2015 65

2015 White Paper Customer Experience Customer Experience Design 65

Experience Investigators by 360Connext

JANUARY 26, 2015

are familiar with customer experience terms and ideas, most people still are not. So I explain our work of helping companies and organizations understand the true experience of their customers, leading to improved experiences. . One outage creates massive issues for employees and customers alike.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

Think Customers

SEPTEMBER 20, 2015

While on maternity leave, I took note of some customer experiences that caught my attention--some that I praised and others that left me scratching my head. Here's my list of the most noteworthy customer experiences from the summer of 2015. 1to1Media.com/weblog.

2015 107

2015 Customer Experience Blog Customers 107

Experience Investigators by 360Connext

DECEMBER 11, 2014

Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. Here are some ways entrepreneurs typically fail at customer experience: 1. Customer experience is not part of their mission. This inevitably leads to problems and customers disappear. They need customers.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Customer Bliss

MARCH 30, 2017

When I work with clients, I always set up a “customer room,” which is another way of thinking about customer experience labs. I’ve written about this idea a few times , including in Chief Customer Officer 2.0. It engages leaders, unifies their decision-making, and creates an accountability forum.

Customer Experience 195

Customer Experience Banking Net Promoter Score Call Center 195

Experience Investigators by 360Connext

APRIL 28, 2015

As readers of 360Connext are aware, microinteractions help form an integral part of any customer experience. We received a master class on the use of microinteractions to support customer experience when we at CTS Service Solutions held a team retreat at Kimpton’s Vero Beach Hotel and Spa (VBHS) awhile back.

Customer Experience 296

Customer Experience Hotels Travel Customers 296

Tricia Morris

OCTOBER 1, 2015

But are customer service preferences and expectations? The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Global Similarity Highlights.

2015 97

2015 Customer Expectations Customer Service Poor Customer Service 97

Think Customers

DECEMBER 27, 2015

As we near the end of 2015, it's time to look back at the year's customer experience successes and failures in the hope that companies don't disregard them and that true learning develops from these mistakes. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2015 72

2015 Customer Experience Blog Customers 72

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016.

2015 50

2015 Customer Experience 2016 Social Media 50

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. It examines two popular transactional customer experience metrics.

2015 61

2015 Blog Customer Experience 2016 61

Think Customers

JANUARY 3, 2016

As we embark on a new year, we can't forget the dominant trends of 2015. From virtual reality to the rise of the digital world, the past year saw emerging technologies that will likely help to elevate the customer experience throughout 2016. 1to1 Media covered numerous trends that influenced the customer experience.

2015 74

2015 Customer Experience 2016 Engagement 74

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability. Published on: January 08, 2016.

2015 49

2015 E Commerce Customer Experience 2014 49

Experience Investigators by 360Connext

APRIL 7, 2015

Our original flights home allowed for 90 minutes between landing in Dallas, getting through immigration and customs, rechecking bags and getting to our flight to Chicago. He informed me it had departed and we should go to customer service. (It We walked through the airport and found the customer service agent. Thanks, AA!

Airlines 307

Airlines Customer Experience Travel Books 307

TechSee

JUNE 16, 2022

Customers expect better and faster pre and post purchase services. Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

JANUARY 23, 2015

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. Social customer care is going to be with us forever. 30, January 2015. What about you?

Customer Care 299

Customer Care Social Media Marketing Webinar 299

Storyminers

JANUARY 22, 2015

I’m thrilled to announce the publication of a FREE eBook: The 2015 Customer Experience Outlook. This eBook is a collection of ideas from customer experience authors, designers, and industry leaders. I contributed an article about Intelligent Experiences: Where CX Meets Tech (page 28).

2015 40

2015 Customer Experience Article Customers 40

Influitive

OCTOBER 11, 2015

Marketers know that finding ways to increase customer engagement is good for the bottom line. Customer engagement is highly correlated to customer loyalty ,” says Aimee Lucas , Customer Experience Transformist and VP at the Temkin Group , a customer experience research and consulting firm.

Customer Engagement 111

Customer Engagement Loyalty Engagement Social Media 111

PeopleMetrics

JULY 14, 2015

These individuals received the most customer recognition through PeopleMetrics customer experience software in 2014, proving their consistency in going above and beyond to deliver for customers. Winners of the 2015 Award are: Jen Beier of 1st National Bank. They are attuned to customer and client needs.

Customer Centricity 88

Customer Centricity 2015 Brands 2014 88

Beyond Philosophy

MARCH 16, 2015

Customer Experience continued to be a dominant business issue throughout the world in 2014. They are all working to improve their Customer Experience. I can say with confidence the Customer Experience concept is now a worldwide phenomenon. Of course I know what the Customer Experience is about!”.

2015 122

2015 CEM 2002 Books 122

Eptica

AUGUST 11, 2015

Date: Wednesday, August 12, 2015 The importance of emotion to customer engagement. Published on: August 12, 2015. Customer service is no different. We’ve all had good and bad customer experiences where emotional engagement (or disengagement) has radically changed the interaction.

Customer Engagement 88

Customer Engagement Engagement Social Media Sports 88

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

2015 49

2015 E Commerce Customer Service Social Media 49

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. In the months ahead, 360Connext will be offering some great content to help you deliver MORE for your customers. Our mission, after all, is to create fewer ruined days for customers. All set with your shiny new strategies and bold new plans?

2015 247

2015 Webinar Entertainment Leadership 247

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from.

E Commerce 75

E Commerce Customer Experience 2015 Banking 75

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. The rise of social media and increasingly demanding customers has changed all of this. It shows there has been scant change to customer service levels, with no overall improvement since 2013.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

GetFeedback

JULY 11, 2018

When you’re truly in sync with your customers, it shows. Customer support is frictionless. And customers are happy to send new business your way. Despite all the customer data and technology at our disposal, most companies don’t know their customers as well as they think they do.

2015 207

2015 Social Media Customer Satisfaction Customer Centricity 207

Beyond Philosophy

NOVEMBER 10, 2014

Being Customer-Centric requires rewarding those that contribute to Customer-Centricity. Too many organizations are still not rewarding Customer Experience improvement because they don’t measure it. Focusing on rewarding these, however, is not conducive to Customer Centricity. It’s a simple concept, really.

Net Promoter Score 118

Net Promoter Score Customer Experience CEM Customer Centricity 118

Experience Investigators by 360Connext

APRIL 23, 2015

Have you ever struggled with how you can listen better to your customers? Amy agreed to an impromptu interview at the TripIt Lounge to share some ideas about feedback and customer input for my podcast which I co-host with Adam Toporek , Crack The Customer Code. First, let me share my experience with TripIt the app.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

CX Journey

FEBRUARY 5, 2015

We’re one month into 2015, and it’s already apparent that Customer Experience is on everyone’s agenda - or at least on those of the 95% of retailers surveyed by Boston Retail Partners ,who identified customer experience as a top-three priority in the new year. And this number is only rising.

2015 71

2015 Chief Customer Officer 2003 Customer Centricity 71

Alida

NOVEMBER 25, 2016

In our e-book The 10 Smartest Brands: How They Use the Competitive Advantage of Customer Intelligence , we reveal how companies like D E WALT, LinkedIn and Salomon engage with customers to make better marketing, customer experience and product innovation decisions. Increasing revenue with NewsCorp Australia.

ROI 269

ROI Measurement Brands Net Promoter Score 269

Beyond Philosophy

OCTOBER 28, 2014

All the little parts along the way in your experience are what make a Customer experience Customer-Centric. Putting the Customer first in everything you do applies to every part of your organization, from the way you greet them to the way you bill them. Why Systems Matter to Your Customers.

Net Promoter Score 120

Net Promoter Score Customer Experience Customer Centricity CEM 120

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Published on: October 30, 2015. Author: Pauline Ashenden While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others.

Customer Experience 75

Customer Experience Transportation Insurance 2015 75

Think Customers

NOVEMBER 15, 2015

The 2015 1to1 Media Customer Champions are doing the former and proving that listening to understand leads to big results. Covey said, "Most people do not listen with the intent to understand; they listen with the intent to reply." There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

2015 107

2015 Customer Experience Blog Customers 107

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Published on: November 13, 2015. These companies are often built on innovative technology that means they can carry out transactions faster, smarter and more efficiently, than rivals, while delivering a superior customer experience.

Banking 77

Banking Customer Experience Financial 2015 77

ClearAction

SEPTEMBER 28, 2015

5 Keys to Customer Experience for the Future. I have a dream that in the future we'll look back and say "Remember how hard it was to be a customer back in the 2010s? Yet, for customer experience (CX) managers in companies, these are the first things on their minds. Can this gap continue indefinitely?

Customer Experience 105

Customer Experience 2015 ROI Customer Experience Management 105

Eptica

NOVEMBER 16, 2016

Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? Author: Neil Cox Customer experience has been front of mind for marketing and customer service professionals for a number of years, but does it really have a big impact on the bottom line? Published on: November 16, 2016.

Sales 54

Sales Customer Experience 2016 Insurance 54

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Besides the predictable onslaught of product announcements and amazing trade show booths, many discussions around the needs of future customers took place recently at the Consumer Electronics Show , the behemoth of tech conferences, in Las Vegas, Nevada. Robert Schmid (@roberteschmid) January 7, 2015. Here are a few ideas.

Marketing 250

Marketing Innovation Transportation Demo 250