Experience Investigators by 360Connext

MARCH 31, 2015

SXSW 2015 was no exception. 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.

Technology 265

Technology Customer Experience Social Media 2015 265

Tricia Morris

NOVEMBER 13, 2015

For November and December 2015, U.S. According to LoyaltyOne’s October 2015 survey of more than 1,000 consumers, 47% of Cyber Monday shoppers said they’d be reluctant to make an in-store holiday season purchase from a retailer with whom they have an unhappy online experience. They may even reach out on social media.

2015 77

2015 Customer Service E Commerce E-support 77

Tricia Morris

JULY 7, 2015

The newly-released 2015 U.S. The 2015 U.S. State of Multichannel Customer Service Report also takes a look at current social customer service expectations, showing that more than half of consumers now expect a response from a brand or organization within 24 hours. Download the 2015 U.S. and more (watch for the 2015 U.K.

2015 101

2015 Consumers Loyalty Brands 101

GetFeedback

MAY 5, 2019

Some other fast ways of getting in touch with customers when you want to hear from them are social media pages and messaging apps, but make sure to do it moderately. Offer some awesome customer loyalty programs. You may think the loyalty plans are purely promotional assets. Loyalty plans based on various incentives.

Sales 277

Sales Loyalty Programs Social Media Loyalty 277

Influitive

OCTOBER 11, 2015

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. However, loyalty can generate revenue on another front: demand gen. Loyal customers draw in more customers.

Customer Engagement 111

Customer Engagement Loyalty Engagement Social Media 111

transcosmos Information Systems

MAY 25, 2015

It’s no secret that mobile networks, social media and the widespread use of smartphones drastically altered the customer service landscape. We’re almost half-way through 2015 and here are just some of the hyper-connected, mobile lifestyle customer service activities that we’ve been seeing in 2015.

2015 82

2015 Multi-Channel Social Media Definition 82

Experience Investigators by 360Connext

DECEMBER 31, 2014

2015 is locked and loaded, right? We have big plans ourselves in 2015. See you in 2015. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. All set with your shiny new strategies and bold new plans? ” We’ve all been there. Are you ready?

2015 247

2015 Webinar Entertainment Leadership 247

Experience Investigators by 360Connext

APRIL 23, 2015

Jon Galloway (@jongalloway) April 12, 2015. Amy shared how they rely a lot on social media , where travelers tweet or post about both the good (it saved me!) While they also use surveys and traditional methods to gather feedback, social media is a big channel of feedback for them. Thanks, @TripIt ! —

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Currency Alliance

OCTOBER 12, 2021

Loyalty partnerships with complementary brands are the best way to create additional value, for customers and for your business. Depending on the maturity of your loyalty program, you may already have some program partners, or be a partner in somebody else’s program. How loyalty partners co-create value.

Loyalty 59

Loyalty Loyalty Programs Airlines Travel 59

Experience Investigators by 360Connext

MARCH 24, 2015

There were sessions on co-creating with customers, social media, and customer journey mapping. Mike Zarin (@zarin) March 24, 2015. via Gina Bhalwalker @scottrade #ngce — Jeannie Walters (@jeanniecw) March 23, 2015. So many answers! NGCE [link] pic.twitter.com/U8rdqOdYqS. Think about where you want to go.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

CloudCherry

DECEMBER 20, 2017

This transformation is owed in large part to mobile technology and social media. At the time, everyone communicated with each other in large part by voice, while social media platforms were just starting to take off. Nowadays, though, the journey has transformed so much that it has become unpredictable to a large extent.

Customer Journey 225

Customer Journey Touchpoint Social Media Consumers 225

CSM Magazine

JANUARY 11, 2016

Forward thinking companies are using social media to further engage their customers. Here are five tips to help you use social media to take your customer service to the next level. Many brands though still need to grasp the nettle on full social media integration. Table setting.

Social Media 40

Social Media Customer Service Contact Center Customers 40

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. He’s the CAO (Chief Amazement Officer) of Shepard Presentations and leading international authority on customer service, CX, and loyalty in business. Follow on LinkedIn. Brad Cleveland, Author, Speaker & Consultant.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

MARCH 18, 2015

A photo posted by Jeannie Walters (@jeanniewalters) on Mar 14, 2015 at 1:04pm PDT. . A photo posted by Stan Phelps (@9inchmarketing) on Mar 17, 2015 at 7:22pm PDT. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. So, yes, there are things to complain about.

Interaction 275

Interaction 2015 Innovation Fashion 275

BirdEye

AUGUST 29, 2023

Satisfied customers grow brand loyalty, boost word-of-mouth recommendations, and significantly boost a business’s growth. Boosts customer loyalty Happy customers become attached to the brand and may constantly choose your business over competitors. Businesses must have a team in place to address these queries instantly.

Customer Satisfaction 98

Customer Satisfaction Social Media Omnichannel Net Promoter Score 98

Alida

AUGUST 26, 2016

Social communities are useful for tracking what your competitors are up to and identifying broad consumer trends. Ninety-three percent of large companies use Facebook , according to a 2015 Social Media Examiner report. Do you want to build customer loyalty? Does it offer a chance to improve brand recognition?

Social Media 167

Social Media 2015 Innovation 2014 167

Experience Investigators by 360Connext

JUNE 15, 2015

YWCA Chicago (@YWCAChicago) June 10, 2015. A photo posted by Jeannie Walters (@jeanniewalters) on Jun 10, 2015 at 11:26am PDT. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Women, he believes, consider the customer more. Stay lean if you can.

2015 217

2015 Leadership Innovation 2014 217

Experience Investigators by 360Connext

JULY 24, 2015

Sprout Social (@SproutSocial) July 22, 2015. Huge thanks to Sprout Social for hosting our CXPA Chicago event, and to the smart people who attended! The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. pic.twitter.com/q0W0mvrx8R.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

Experience Investigators by 360Connext

JANUARY 26, 2015

Social Customer Care: Best Practices for Major Engagement. 30, January 2015. Are you ready to engage with customers on social media? There are a few things you need to know about social customer care before you jump in, and many brands are blowing it! It is a often a price-based customer battlefield.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Robert Schmid (@roberteschmid) January 7, 2015. While the media covered lots of impressive and sexy demos at CES, there were a few products receiving accolades for what the customer can actually do with them. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Marketing 250

Marketing Innovation Transportation Demo 250

Natalie Petouhof

SEPTEMBER 15, 2015

Tweet As the connected customer experience continues to evolve, Cagemini today released the 16th annual global automotive study, The 2015 Cars Online “The Selfie Experience” Phones have become “the” selfie device, now this study shows consumers want that same personalized experience as a segment of one.

2015 45

2015 Social Media Automotive Consumers 45

Experience Investigators by 360Connext

DECEMBER 11, 2014

Loyalty does not mean forever for customers. How Developed is Your Customer-Centric Strategy for 2015? The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. The best ones evolve with the marketplace and ever-changing customer expectations.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

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. The rise of social media and increasingly demanding customers has changed all of this.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Share this page on: Tweet.

Customer Service 76

Customer Service 2015 2014 Social Media 76

Experience Investigators by 360Connext

JULY 9, 2015

A photo posted by Pink Bows & Twinkle Toes (@pinkbowstwinkletoes) on Jul 8, 2015 at 8:51am PDT. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. #julepmaven #mavenunboxing #julep #nailpolish #subscriptionbox #subscription #july #unboxing.

2015 249

2015 Social Media Consulting Customers 249

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. A further four companies had over 400 complaints per 100,000, within the three months between April and June 2015. Central to this is arming every agent with the information they need to do their job.

Customer Service 75

Customer Service 2015 Social Media Contact Center 75

NetBase

MARCH 4, 2019

And lots more besides, which is all covered in the report, including: Social media trends—what really matters, and how to know, plus what happens when you miss the mark. Social channels—which are having the most impact on business and why, plus how to differentiate audiences and engage per channel. One platform. Incredible.

2019 89

2019 Social Media Advertising Consumers 89

Experience Investigators by 360Connext

NOVEMBER 20, 2014

She has spoken at several conferences over the years on B2B and B2C social strategies and online reputation management. In 2014, Annie was recognized as being one of the 50 most influential CMOs in social media.

Customer Experience 302

Customer Experience Chief Customer Officer Events 2003 302

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 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. This gap between best and worst replicates Eptica’s findings in the 2015 UK Multichannel Customer Experience Study. Those that were 1% below saw sales decrease by 1%.

E Commerce 76

E Commerce Customer Service Social Media 2015 76

Beyond Philosophy

NOVEMBER 18, 2014

How do you use Social Media to enhance the experience? Social media is a great channel for enhancing the Customer Experience. But companies that don’t present a unified front to Customers either use social media as a one-way communication or don’t use it at all. Putting the Power of Your People to Work.

Customer Centricity 129

Customer Centricity Net Promoter Score Social Media Books 129

Currency Alliance

MAY 29, 2017

Some merchants can be hesitant about engaging with them, let alone attempting to obtain their loyalty. Figuring out how to engage with millennials and how to get their loyalty is critical. But this has nothing to do with their loyalty to brands. Namely on social media. But make no mistake.

Engagement 40

Engagement Social Media Loyalty Programs Loyalty 40

Beyond Philosophy

JULY 6, 2016

Last year, Forrester published the Customer Experience Index, China 2015, ranking 60 brands for their performance in Customer Experience. Marketers in the West are used to their social media strategies that center around Facebook and YouTube, two social media channels that are not available in China.

Social Media 113

Social Media 2002 Multi-Channel Customer Centricity 113

Eptica

AUGUST 26, 2015

Date: Wednesday, August 26, 2015 Why APAC consumers are the most demanding in the world. Published on: August 26, 2015. Author: David Chew Across the globe, companies are under increasing pressure to deliver a superior customer experience if they want to win and retain consumer loyalty.

Consumers 59

Consumers E Commerce Social Media 2015 59

Currency Alliance

NOVEMBER 19, 2016

Some merchants can be hesitant about engaging with them, let alone attempting to obtain their loyalty. Figuring out how to engage with millennials and how to get their loyalty is critical. But this has nothing to do with their loyalty to brands. Namely on social media. But make no mistake.

Engagement 40

Engagement Social Media Loyalty Programs Loyalty 40

Alida

JULY 28, 2016

In 2015, the analyst firm Gartner dropped big data from its Hype Cycle for Emerging Technologies report. Social media platforms such as Twitter, LinkedIn, Facebook, Snapchat and Instagram are examples of the real-time datafication of customers’ lives. The big data hype is officially dead. The big drawback of big data.

2010 160

2010 Social Media 2016 2013 160

Experience Investigators by 360Connext

APRIL 7, 2015

Never mind that they are sending emails about merging loyalty programs and becoming one airline. Lindsay Lare Cooper (@LindsayLCooper) March 23, 2015. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Never mind we were in A terminal and US Airways was in E.

Airlines 307

Airlines Customer Experience Travel Books 307