Experience Investigators by 360Connext

FEBRUARY 6, 2024

Every team at an organization must prove how their work contributes to the bottom line — and customer experience is no exception. We know CX teams can deliver significant business advantages: Satisfied customers are much more likely to purchase more Revenue grows 40% faster by providing personalized experiences Businesses achieve a 2.3x

Metrics 270

Metrics Net Promoter Score NPS Effort Score 270

InMoment XI

FEBRUARY 1, 2022

Customer experience surveys have served us well when it comes to collecting customer feedback data. When we have questions about the experience, there’s no better way to get answers than asking our customers directly, right? Before you answer this question, let us present you with a few facts.

Customer Experience 528

Customer Experience Social Media Feedback Customer Relationship Management 528

Experience Investigators by 360Connext

DECEMBER 12, 2023

I even share my thoughts on creating a customer experience boot camp to prep your team for the new year. So, come wrap up the year with us and gear up for an even more customer-focused year ahead. Thank you for accompanying us on this journey. But what’s a year-end without some celebration? Let’s talk!

Customer Focused 290

Customer Focused Feedback Customer Experience Customers 290

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

Customer Care 177

Customer Care Document Sports Communication 177

InMoment XI

DECEMBER 27, 2021

In the world of experience (especially when we’re talking about digital customer experience), we’re constantly making predictions or hypotheses about what the customer is expecting from their experience. Step #1: Gather Your Team & Select a Topic. Step #2: Give Your Team Permission to Assume. Let’s get started!

Customer Experience 529

Customer Experience Webinar Customers Events 529

BlueOcean

APRIL 16, 2024

Blue Ocean’s winning entry highlighted the extraordinary partnership with their client, a national sports association that leads the US in governing and promoting one of the nation’s most well-loved sports. Blue Ocean thanks the Stevie organization for this honor and for recognizing the mission-critical work of our team. “We

Contact Center 177

Contact Center 2024 Sports Customer Care 177

InMoment XI

MAY 2, 2023

The pressure is on for all CX practitioners—but small CX teams are feeling the heat the most. But just because you have a small team doesn’t mean you can’t make a major impact. In our over two decades of experience, we’ve worked with many small-but-mighty teams of around one to three people. Keep on reading to find out!

Call Center 295

Call Center ROI Download Customer Journey 295

CX Accelerator

JANUARY 14, 2024

These incredible folks have been investing in CX professionals for many years and are the perfect team to guide us into the future. Learn more about our board and join using the link below. link] We strongly believe that there is something special about Customer Experience work and the people who do it.

2024 182

2024 Customer Experience Customers 182

Experience Investigators by 360Connext

FEBRUARY 6, 2024

Join us for a conversation that promises to empower your organization with AI while keeping the customer relationship at the core. Resources Mentioned: Experience Investigators Learning Center Learn more about CXI Flight School Want to ask a question about this episode – or another CX issue? Let’s talk!

Innovation 143

Innovation Customer Relationships Interaction Brands 143

Experience Investigators by 360Connext

SEPTEMBER 19, 2023

There are several common mistakes that I see CX teams make. CX Mistake #1: Forgetting About Your CX Mission Statement Without a guiding statement that explains what the customer experience should be, your efforts will likely be inconsistent or fail to help you achieve meaningful progress. We all have to start somewhere!

Net Promoter Score 248

Net Promoter Score Customer Journey Feedback Metrics 248

Experience Investigators by 360Connext

APRIL 23, 2024

CX leaders know customer experience (CX) is not just about transactional exchanges; it’s about building lasting relationships. CRM is about managing the data and input from customers to help deliver on a Customer Experience Strategy. Learn more about how to set up your Mission, Strategic Vision, and Team Charter here.

ROI 143

ROI CEM Net Promoter Score Customer Experience 143

Experience Investigators by 360Connext

FEBRUARY 27, 2024

Discover the transformative power of AI in shaping customer experiences as Maria Villablanca, CEO of the Future Insights Network, joins us to break down the evolving relationship between supply chain management and customer satisfaction. Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

2024 143

2024 Leadership Customer Satisfaction Insights 143

Experience Investigators by 360Connext

OCTOBER 31, 2023

Learn from Jeannie as she guides us through the labyrinthine process of defining excellent customer experience, creating an effective customer journey map, and much more. Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Let’s talk!

Customer Journey Mapping 264

Customer Journey Mapping Customer Journey Insights Customer Experience 264

Experience Investigators by 360Connext

FEBRUARY 20, 2024

Opportunities: Increased Efficiency and Accuracy: AI’s ability to process large volumes of data rapidly and in multiple languages helps us reduce human error and bias, ensuring a consistent analysis approach. Smarter platforms learn not just about topics but also about better routing to high-quality customer service agents.

Customer Relationship Management 270

Customer Relationship Management Feedback Customer Journey Connections 270

Experience Investigators by 360Connext

NOVEMBER 7, 2023

Hear how to integrate your customer experience standards into your hiring, onboarding, coaching, and performance reviews, ensuring that your team knows exactly what is expected of them. Trust us, you don’t want to miss this one! Resources Mentioned: What’s a Service Code and How Do We Use It? Let’s talk!

Culture 143

Culture Feedback Customer Experience Customer Service 143

Experience Investigators by 360Connext

AUGUST 17, 2021

This often means creating a team of leaders who regularly meet to discuss priorities, resources and accountabilities that drive CX forward. These teams are sometimes called a CX Strategic Council, a CX Team, or something similar. How Will This Team Work Together? Invite your team. Who Needs to Approve?

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

Beyond Philosophy

APRIL 25, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Narratives draw us in and interest us in what happens next. However, another reason we like stories is it helps us remember things. A brand that uses this tactic is Ikea.

Customer Engagement 78

Customer Engagement Engagement 2002 Workshop 78

Totango

NOVEMBER 15, 2023

Totango’s customer success software drives cross-functional enterprise teams toward enhanced productivity, retention, and growth. Learn more about specific partnerships and integrations in our recent announcement. We use Totango as a customer success solution to keep track of our customer’s journey from sign-up to advocacy.

Customer Success 112

Customer Success 2023 Customer Satisfaction Demo 112

Beyond Philosophy

JANUARY 19, 2024

It’s called None of Us Are As Clever As All Of Us. Justin Stafford ( justin@customersmarts.co ), founder of a Customer Smarts shared how sports can teach us how to improve your Customer Experience. Similarly, in many organizations, sales teams often occupy the flashiest roles. To learn more, click here.

Sports 88

Sports Customer Experience Customer Centricity Reference 88

Bill Quiseng

DECEMBER 6, 2023

So, I encourage you to remind yourself and your colleagues every day about each one of these fifteen QUI QUOTES about leadership and employee engagement. It is about how your employees FEEL about you and your company. It’s all about how many employees you keep. The best managers are passionate about what they do.

Leadership 158

Leadership Engagement Financial Loyalty 158

Beyond Philosophy

AUGUST 20, 2020

Professor Melumad is an assistant professor of marketing at the Wharton School at the University of Pennsylvania and has worked a lot in a relatively new research area about people’s relationship with mobile phones. However, Professor Melumad says that this problem exists regardless of the device used.

Transportation 348

Transportation Information Technology Consulting 348

Beyond Philosophy

JANUARY 25, 2024

You might recall how I like to say, “None of us are as clever as all of us.” Justin shared how sports can teach us a lot about how to improve your Customer Experience. Here’s what he has to say: First, I am grateful that Justin took the time to share this with us. The same is true of many organizations.

Sports 78

Sports Customer Experience Customer Centricity Sales 78

TechSee

MARCH 7, 2023

Elizabeth Parks, President, and CMO, Parks Associates – We never miss a new post or research from Elizabeth and her team. Luana Matchett, Product Owner, Vodafone – A 20-year veteran of Vodafone, Luana is the Manager of the Knowledge management team at Vodafone UK.

2023 207

2023 Contact Center Leadership Hospitality 207

ShepHyken

SEPTEMBER 19, 2023

In close games, when my team is up by one or two goals, I remember my school days when our coaches encouraged us to continue playing to score, even when we were winning, versus switching to more defensive play to prevent the other team from scoring. Plenty! In any team sport, the goal is to win. It just works.”

Customer Service 136

Customer Service Sports Workshop Customer Service Training 136

BlueOcean

MARCH 31, 2022

The common thread between what workforce management experts and what the manager of a pro sports team might do when the game is on the line is pretty obvious once you think about: we both depend on both statistics and relentless practice to make informed decisions and react to changing dynamics. Practice Makes (Almost) Perfect.

Contact Center 296

Contact Center Sports Management Customer Care 296

Beyond Philosophy

JULY 16, 2022

If you do, could vote for us in the People’s Choice Podcast Award? Jane asked us for advice on how to increase their survey response rates to get the data they need, and also how to get the local team to get on board with the data collection process. Tell us about it here. Thanks very much. How can we help?

Consulting 157

Consulting Voice of Customer Financial Consumers 157

Experience Investigators by 360Connext

DECEMBER 5, 2023

Tune in and join Jeannie Walters on an insightful journey that takes us to the meeting point of tech and touch, where we examine the delicate dance between personalization and privacy. Resources Mentioned: Experience Investigators Learning Center Want to ask a question about this episode – or another CX issue? Let’s talk!

Customer Relationships 143

Customer Relationships Insights Technology Customer Experience 143

BirdEye

DECEMBER 8, 2023

Here's a general follow-up email example you can use for most situations: Hi [Name], I just wanted to follow up about [topic]. I haven't heard back from you or your team. Name], I enjoyed our conversation yesterday and loved learning about [topic discussed]. Please pass along my appreciation to your Team.

Demo 110

Demo Events Communication Feedback 110

Retently

MARCH 5, 2024

Yet, creating a culture of gratitude isn’t just about external interactions; it starts within your company. This internal culture reflects externally in how your team interacts with customers. Constructive feedback should be met with appreciation for the details and clearly indicate how you plan to use the insights provided.

Feedback 155

Feedback Social Media Customer Satisfaction Loyalty 155

TechSee

JUNE 1, 2023

With over 700,000 devices implanted worldwide, the company’s customer service team assists people daily with a wide range of questions about their devices, including multiple types of implants, Sound Processors, and a portfolio of accessories. We get about 60 calls a day, on average these take about 7.5

Technology 207

Technology Reference Connections Demo 207

Bill Quiseng

JANUARY 3, 2022

We are the Customer CARE team. We CARE for each member of our team: We COMMUNICATE with each other. We listen to our team’s questions, concerns, and complaints with empathy and compassion. We APPRECIATE our team’s role, responsibilities, and actions, and their suggestions and recommendations.

Customer Care 200

Customer Care Customer Service Culture Customers 200

Retently

FEBRUARY 9, 2024

You can achieve this by using different formats, such as open-ended questions – the “tell us more” type of questions – where customers are encouraged to provide detailed feedback in their own words. This can also help better understand how customers feel about their overall satisfaction with what they’re getting from you.

Feedback 113

Feedback Net Promoter Score Customer Satisfaction Loyalty 113

Magellan Solutions

APRIL 11, 2024

From processing orders to troubleshooting website glitches, the demands on your support team can be relentless. Improved Customer Satisfaction and Retention Customers appreciate the convenience of contacting a dedicated support team for their queries or concerns. No more headaches from dealing with inexperienced support staff!

E Commerce 95

E Commerce E-support Net Promoter Score Customer Satisfaction 95

customer sure

MARCH 12, 2024

Our team have just returned from the Institute of Customer Service ’s Annual Conference. We had a brilliant day talking to current and future clients, and we’re excited to share what we’ve learned (Sharing best practice is step 5 in the collaborative model we use when working alongside our clients to improve their VOC programme!)

2024 62

2024 Customer Service Feedback Fashion 62

Magellan Solutions

APRIL 25, 2024

You may have heard about technical support outsourcing as an option since hiring an in-house support team to handle technical support is associated with significant financial investment that may burden small and medium enterprises (SMEs). Hiring outside help can free your team to focus on core business tasks. Cost Savings.

Average Handle Time 52

Average Handle Time Customer Satisfaction Measurement Call Center 52

ShepHyken

JANUARY 5, 2022

This is a letter emailed to one of the customers: Hello Veronica, This is Rachel, and my pup Harper, with the Happy Team here at BARK. While our mission is to serve dogs and make them happy, you and your family and friends’ wellbeing is equally as important to us. Please let us know if there is anything else we can do for you!

Customer Experience 173

Customer Experience Touchpoint Communication Customer Service Training 173

Beyond Philosophy

DECEMBER 16, 2023

The Future of Customer Research Teams: Innovating for Success in 2024 and Beyond AI’s enthralling me these days, and it seems the world’s caught in the same spell. In this episode, we discuss Medelyan’s video and how the AI winds are steering us into uncharted waters, with the market research ship set for a profound voyage.

2024 78

2024 Innovation Workshop Consulting 78