Experience Investigators by 360Connext

Customer Experience Lessons from 2020: Experts Chime In

Experience Investigators by 360Connext

We’re headed into the final weeks of one of the strangest years: A global pandemic shifted how we worked, socialized, interacted and communicated. Our needs changed to reflect these new realities. Parents juggled working from home with supporting their children’s education.

2020 175

Why a CX Mission Matters — And How to Create One

Experience Investigators by 360Connext

How Do Great Brands Deliver a Consistent Customer Experience? Some brands deliver consistently delightful experiences for customers like magic. Other brands seem to base the experience on which employee answers the call. How can some brands get it so right, so consistently?

2020 191

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Five Ways to Thank Customers — And How to Find Opportunities in Your Organization

Experience Investigators by 360Connext

When our waiter flagged us down by the door, I assumed we had left something behind or forgotten to sign the credit card slip or something. My husband and I were walking out of a restaurant with our two boys, who were 9 and 12 at the time, while on vacation in Florida several years ago.

2020 156

How to Build Customer Trust: 4 CX Leaders Share

Experience Investigators by 360Connext

Trust is a core factor in facing the future of CX. There are known challenges and many, many unknowns in the months ahead. Customers are figuring out the “next normal” and what that means to their daily experiences.

2020 207

How Call Lifecycle Details Help Increase Customer Satisfaction

Do you want to better understand what your customers are experiencing on calls? Does your call center software lack key information, even if calls are recorded? Download this eBook now to learn how to gain insights on all your calls to increase your customer satisfaction!

7 Tips to Simplify & Improve Employee Journey Mapping

Experience Investigators by 360Connext

What is Employee Journey Mapping? If you’re familiar with customer journey mapping, then you may know more about employee journey mapping (EJM) than your realize.

2020 143

4 C’s of CX Culture: How Well is Your Company Doing?

Experience Investigators by 360Connext

What is a Customer-First Culture, and Why is It Important? There are plenty of noble reasons for wanting to create great customer experiences. Each interaction a customer has with your brand is an opportunity to make their day even the slightest bit brighter , which is as meaningful today as ever.

2020 175

Improving your Voice of the Customer listening posts? Ask these questions

Experience Investigators by 360Connext

Voice of the Customer (VoC) programs often start with a general plan on how to gather customer feedback. The plan typically includes suggestions for customer listening posts.

2020 143

How to Turn Reactive Customer Experience into Proactive CX

Experience Investigators by 360Connext

Listen to this article. Is Your Organization’s Customer Experience Proactive, or Reactive?

2020 143

How to Start Improving CX in the Real World

Experience Investigators by 360Connext

I’m often asked how or where a company should start improving CX. While the answer may be a little different for everyone, it’s critical to start out right! However, very few leaders take a realistic approach. Consider this way-too-typical scenario: Marcus decides one day to stand in front of his employees and request in no uncertain terms how everyone needs to be more customer-focused. “Help customers love our company and brand more!” ” says Marcus.

2017 438

The Best Sales Forecasting Models for Weathering Your Goals

Every sales forecasting model has a different strength and predictability method. It’s recommended to test out which one is best for your team. This way, you’ll be able to further enhance – and optimize – your newly-developed pipeline. Your future sales forecast? Sunny skies (and success) are just ahead!

Does CX Apply in Healthcare, Manufacturing, & other Professional/B2B Industries?

Experience Investigators by 360Connext

“I Know Customer Experience is Important, But…” When I speak to groups or host our webinar series, the Weekly Win , I hear one thing over and over again. “I get it. Customer experience is important. BUT… my business is… B2B. Healthcare. Professional Services.

3 Employee Experience Touchpoints That Impact Customer Experience

Experience Investigators by 360Connext

Employee Experience is Critical, and Smart Organizations are Taking Notice. Employee experience has been called “the new customer experience” and “the answer to customer experience” in more than one article.

What Is Customer Experience?

Experience Investigators by 360Connext

2020 143

How to Build & Maintain Customer Trust During Covid-19

Experience Investigators by 360Connext

Trust is a critical part of any relationship. We build relationships when we trust the other party, and when we’ve built enough trust with them. Little moments can build or break down trust quickly. Has this ever happened to you? You make a new friend, enjoy their company, and then the red flags begin appearing: She’s quick to say “I’ll call you tomorrow!” ” then never makes that call.

2020 152

Customer Communities Elevate the Customer Experience

Speaker: Rachel Happe

An online community is an increasingly vital part of many leading companies’ support strategies. Creating a branded place where your customers can ask and answer questions, interact with each other, and search for the information they need is a great way to decrease the burden on your staff and allow them to focus on the customers that really need their help. Join us at 9:00 am EST on Nov 18th for this talk by Rachel Happe, founder of industry-leading strategists, The Community Roundtable. You will learn the effectiveness of the community in empowering your customers and generating value for your business.

To Master Customer Experience Strategy, Master CX Mindset

Experience Investigators by 360Connext

What’s Your Organization’s CX Mindset? 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.

2020 156

How Do You Solve 2020’s Most Common CX Problems? Start Here.

Experience Investigators by 360Connext

Forrester, Oracle, and others predict plenty of customer experience challenges for the near future. Anxiety is ramping up for senior leaders focused on customer experience, and it’s not difficult to understand why. Image credit: Forrester. According to Forrester’s 2020 Predictions , 1 in 4 customer experience professionals will lose their job this year.

2020 164

Use SMIRC Goals to Define Customer Experience Outcomes

Experience Investigators by 360Connext

You’ve heard of SMART goals… But what about SMIRC goals? It’s not uncommon in my experience coaching, consulting, and workshopping with business leaders to come across goals that are vague, impossible to quantify, or otherwise unhelpful.

2020 167

Why Journey Map? 3 Problems They Can Solve

Experience Investigators by 360Connext

Why Create Customer Journey Maps? Journey maps can be extraordinarily impactful upon how an organization approaches their products, services, and interactions. They are also often widely misunderstood. Stop for a moment and imagine a customer journey map in your mind. What do you see?

2020 120

Busy Season? Keep Customers Satisfied with Great Support

A great customer experience drives customer loyalty. Learn how to keep your customers happy this holiday season by helping them through their channel of choice with seasonal support experts.

How To Dispel CX Misconceptions & Miscommunication in Your Organization

Experience Investigators by 360Connext

What is Your Team Saying — And Hearing — When it Comes to CX? Customer experience is a broad, often misunderstood topic. To deliver consistent, positive experiences, you need consistent, positive communications.

2020 143

How to Reduce Customer Effort Before it Can Build Up

Experience Investigators by 360Connext

How can organizations help customers avoid the effort in the first place? There are 5 core methods to effectively reduce customer effort: Dive into root cause analysis. Solicit open-ended feedback. Put the customer at the center of your efforts. Look beyond the touchpoint. Walk through high-friction points often. We’ll look at each method in detail below, but first, let’s talk about why this is so critical to the well-being of your customers and your organization.

2020 147

Want Greater CX Success? Build Your CX Success Statement

Experience Investigators by 360Connext

What Does CX Success Look Like in Your Organization? “Our top CX goal is to create an all-around customer experience.” ” Sure, this sounds nice… But when you really think about it, it doesn’t really say much, does it?

2020 143

A Call for Representation in Customer Experience

Experience Investigators by 360Connext

We Must Ask the Tough Questions. It’s not business as usual in the United States. It hasn’t been since the May 25th police killing of George Floyd, and the resulting days of protests in America — and increasingly, across the world — from people who demand change. Prior to these events, it had been shockingly easy to think of ourselves as empathetic to all. As CX Leaders, we had believed that we certainly weren’t helping to perpetuate systematic racism.

2020 157

Need to More Effectively Manage Your Call Center?

TASKE shares how you can rewind your real-time dashboard and watch agent and time activities in the past. Download the infographic here!

Improve Your Voice of the Customer Program: Focus on These 3 Things

Experience Investigators by 360Connext

My client walked me into the lobby of their shiny new headquarters. He exclaimed: “You’ll love this! We have the Voice of the Customer on screens everywhere!” ” The first screen I saw, behind the receptionist, rotated between company logos, inspirational sayings, and a colorful dashboard of graphs and numbers. “There it is!” ” My client proudly pointed to the dashboard. I squinted, trying to find the word “customer.”

2020 120

The Future of CX: Five Customer Experience Trends for 2020 and Beyond

Experience Investigators by 360Connext

What Does the Future of CX Look Like? It’s crystal ball time! If you know how critical Customer Experience is to the happiness of your customers and your team (and if you’re reading this, I’m willing to bet you are,) you’re probably already trying to anticipate the next big trends in CX. What sort of predictions can we make to better prepare for the future of Customer Experience in 2020 and beyond? I want to answer that… in a moment.

2019 150

5 Epic Employee Engagement Issues You Never Noticed

Experience Investigators by 360Connext

Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. Yippee! However, employee engagement is emotional and often hinged on the very last experience an employee might have – with his or her manager, with co-workers, with an angry client, or even with you. These simple moments add […]. The post 5 Epic Employee Engagement Issues You Never Noticed appeared first on Customer Experience Consulting.

2016 228

3 Ideas to Improve Your Voice of the Customer Methodology

Experience Investigators by 360Connext

How do you make your Voice of the Customer plan more meaningful? Four words: More customer, more voice. Quick Voice of the Customer Overview. You are probably familiar with the term Voice of the Customer, often referred to with the shorthand “VoC.” ” The idea behind a true Voice of the Customer program is to consistently, reliably and intentionally gather customer feedback. This feedback is then used consistently, reliably and intentionally to improve the customer experience.

2020 152

B2B Pocket Playbook: End-to-End Guide to Sales Enablement

Sales enablement is the strategic process of providing sales teams with the content, guidance, and mentorship needed to engage targeted buyers. It’s all about equipping sales professionals with the tools they need to put their best-selling foot forward. And if sales teams want to continuously sell better -- and faster -- their sales enablement process must have a game-winning strategy. It's time for you to start selling smarter - and hitting your sales number - with the best B2B database in the market. Get started today.

How to Pitch New CX Initiatives & Overcome Objections of Decision-Makers

Experience Investigators by 360Connext

Getting Decision-Makers to approve new customer experience initiatives has rarely been easy. Customer experience, a business discipline late to the business doctrine party, has often been told to sit at the kids’ table and be quiet while the adults chat. The Covid era means some leaders are even more resistant to the idea of investing in customer experience, which they may see as nebulous or a “nice-to-have” rather than a “must-have.”

2020 120

SAP CX Live Munich Recap: 3 Universal CX Challenges for Big Brands

Experience Investigators by 360Connext

“We’re unique, and so are the CX challenges we face.” ” That’s what we like to believe. We like to believe this about ourselves, our brands and our customers. We have bigger and badder challenges than our competitors…because of the size of our organization, the way our company is organized, and the way our industry is regulated! I have news for you.

2019 144

Create Happier Customers & Employees: 7 Ways to Turn Empathy Into Action

Experience Investigators by 360Connext

What Does Employee and Customer Empathy Really Mean, Anyway? What do you think of when you hear the word empathy? How about customer empathy? Employee empathy? We know that the best brands in the world create empathy for both employees and customers. Organizations who fail to do so are often held back from reaching their full potential. Think about your best experiences as a customer.

2020 134

The Experience Economy’s Joseph Pine on Actionable Ways to Engage Customers

Experience Investigators by 360Connext

The Experience Economy , written by B. Joseph Pine II and and James H. Gilmore, was originally published in 1999. It painted a picture of how experience could be a driver in business in a way that nobody was talking about 22 years ago. Today, it’s widely considered part of “CX Canon,” named one of the best 100 business books of all time by Porchlight (formerly 800-CEO-Read), and an updated version was released in late 2019 including a new preface by the authors.

2020 120

Let's Start a Community Revolution

Speaker: Bill Johnston Chief Community Officer, Structure 3C

Join us on Tuesday, October 20th 12 PM ET for a webinar led by Bill Johnston, founder of Structure3C, as he walks us through the process he calls a "community revolution" - reflection, reckoning and revolutionary leadership. This webinar will explore the most effective strategies and tactics to forward the idea, practice, and value of community inside your organization.