Experience Investigators by 360Connext

MARCH 23, 2021

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Survey results and behavioral analytics only tell you some of the story. Time is limited and people are pressured.

Customer Experience 271

Customer Experience Contact Center Metrics Feedback 271

GetFeedback

AUGUST 14, 2019

Y ou know your customers are satisfied because the Customer Satisfaction Score (CSAT) that you see on your daily dashboard tells you as much. But you aren’t satisfied; you believe it could be so much better. And never rest on your laurels. The score is solid. And rightly so — it usually can be.

Customer Satisfaction 389

Customer Satisfaction Customer Centricity Feedback Customer Journey Mapping 389

Experience Investigators by 360Connext

DECEMBER 8, 2020

The end of your fiscal year. As you wrap one quarter and prepare for the next. Any time changes demand you assess and adjust your goals, strategy, and tactics. I hope they help your organization too. I hope they help your organization too. Five CX Questions to Help You Reflect: 1. It’s funny.

Customer Experience 329

Customer Experience Net Promoter Score 2020 Leadership 329

Michel Falcon Experience

APRIL 15, 2020

Building a company culture of truth is a key priority for me and something I’m speaking candidly about. A great leader will provide a safe environment for people to tell the truth. Without truth, democracy, innovation, and trust are compromised.”. Building the Company Culture of Truth. I think they can.

Culture 103

Culture Hospitality Feedback Communication 103

Experience Investigators by 360Connext

NOVEMBER 24, 2014

Sure, you may not intend to, but there are probably ways you, as the leader of your department or organization, are sabotaging the experience your customers have. And who can blame you? Survey results and behavioral analytics only tell you some of the story. Over-worrying about your competition.

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

Experience Investigators by 360Connext

JUNE 28, 2022

The end of your fiscal year. As you wrap one quarter and prepare for the next. Any time changes demand you assess and adjust your goals, strategy, and tactics. I hope they help you and your organization, too. Need help reflecting and planning with your team? Five CX Questions to Help You Reflect: 1.

Customer Experience 143

Customer Experience Net Promoter Score 2020 Leadership 143

Experience Investigators by 360Connext

FEBRUARY 2, 2015

Here are three ways to encourage the people in your organization to care about loyalty from customers. If you track the Net Promoter Score (NPS) or have your own Voice of the Customer (VOC) metrics, tie bonuses to these results. Only do this if your data collection is mature enough to handle it. Great Metrics Matter.

Customer Satisfaction 264

Customer Satisfaction Loyalty Net Promoter Score Social Media 264

Experience Investigators by 360Connext

DECEMBER 8, 2014

” But here’s why outside-in thinking is so difficult: When you are working within your role in any organization, there are certain truths. You have responsibilities around goals, outcomes, and results. You have responsibilities around goals, outcomes, and results. Your own brain denies the ugly truth.

Customer Journey Mapping 252

Customer Journey Mapping Loyalty Social Media Consulting 252

Experience Investigators by 360Connext

MAY 20, 2015

Yes, it’s the actual experience you have as a customer with a particular brand or organization. But the definition of a “good” customer experience is based on how you feel after that experience. But the definition of a “good” customer experience is based on how you feel after that experience.

Customer Journey Mapping 306

Customer Journey Mapping Customer Experience Workshop Customer Journey 306

InteractionMetrics

DECEMBER 8, 2023

Amazon’s Jeff Bezos famously quipped, “If you make customers unhappy in the physical world, they might each tell six friends. If you make customers unhappy on the Internet, they can each tell 6,000.” So, when you reach out to your customers for feedback, show them you’re fully engaged and open to listening.

Feedback 52

Feedback Net Promoter Score Customer Journey Customers 52

Beyond Philosophy

MAY 3, 2017

There are too many people in organizations that do not tell their bosses and senior management the reality of the situation. No one would tell the emperor that the beautiful new clothes he’d commissioned didn’t really exist. You Can’t Create Change Without Challenging the Status Quo. There’s some truth to that.

Consulting 134

Consulting Sports Leadership Culture 134

Experience Investigators by 360Connext

NOVEMBER 3, 2014

In a nutshell, it’s how to better your business. Here’s the gist, just in case you haven’t heard it: We evaluate customer experience for organizations interested in understanding the true experience of their customers, not just what they believe it to be. The following is a Best of 360Connext post. Yes, yes, yes.

Leadership 271

Leadership Social Media Consulting Loyalty 271

Beyond Philosophy

JANUARY 30, 2017

I’d wager you have, too. Only ten percent of respondents said they would tell the truth if they didn’t like a gift. Only ten percent of respondents said they would tell the truth if they didn’t like a gift. Only 8% of the 55 and older group would tell the truth about how they feel about a gift received.

Books 144

Books Consulting Customer Experience Presentation 144

Bill Quiseng

JUNE 19, 2017

Your most important assets are not your customers and your employees. It’s how your customers and your employees feel about your company. Your success as a customer service manager is directly proportional to your ability to drive simultaneously customer satisfaction and employee engagement.

Customer Service 139

Customer Service Management Airlines Customer Satisfaction 139

Experience Investigators by 360Connext

MAY 13, 2015

How do you know if your customer experience is working? Analytics and data tell you part of the story. If the numbers go up, then you can believe things are working, right? And if the numbers tell you a different story, then you better shape up your experience. REALLY working?

Customer Journey Mapping 192

Customer Journey Mapping Webinar Social Media Consulting 192

BlueOcean

AUGUST 21, 2019

Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. 1. Work Environment. 3. Security.

Contact Center 159

Contact Center Culture Leadership Engagement 159

Experience Investigators by 360Connext

JANUARY 8, 2015

If you sell anything to anyone, you would do yourself a world of good by enlisting mystery shoppers (sometimes called secret shoppers) into your customer insights mix. For example, the form might have objective questions, like “Were you greeted upon arriving?” What does mystery shopping tell you?

Customer Experience 284

Customer Experience Feedback Customer Journey Social Media 284

Beyond Philosophy

APRIL 24, 2017

However, the more you do it, the less rotten it seems. The researchers, including Dan Ariely , author and Professor of Psychology and Behavioral Economics at Duke University, wondered if your brain adapted to being deceitful. Lying is not only bad for your customers, but it’s also bad for your employees.

Consulting 127

Consulting Banking Webinar Employee Experience 127

Beyond Philosophy

JUNE 15, 2017

They are also the least engaged at their jobs and the most likely to job-hop. Unfortunately, none of this is good news for your Customer Experience. They are the future of your workforce and the future of your Customer Experience. As I always say, happy employees make happy customers. and Canadian workforce.

Social Media 146

Social Media Document Webinar Engagement 146

SurveySensum

SEPTEMBER 29, 2023

Your employees are the heart and soul of your business. They are the ones crafting your products, delivering your services, and acting as the vital link between you and your customers. Mediocre to downright poor service to your customers. Why Employee Surveys Matter? times more engaged.

Customer Service 52

Customer Service Net Promoter Score Culture Customer Satisfaction 52

SurveySensum

DECEMBER 1, 2023

You don’t believe this? Then it’s time to hear the harsh truth! A good customer experience can convince a new lead to spend more money on your business. Then people won’t give your business a chance, and they will surely hesitate before they spend more money on it. All the information you need is at your fingertips.

Competitive Advantage 52

Competitive Advantage Feedback Brands Insights 52

Beyond Philosophy

JUNE 25, 2021

They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. Each of these stories highlights some of the consequences of not being deliberate enough about the details of your Customer Experience. Moreover, you should understand the culture where your customers live.

Insights 153

Insights Customer Experience 2021 Books 153

Alida

SEPTEMBER 21, 2018

The stories you tell won’t resonate with everyone. Listen to the voice of the customer to future-proof your business. In his keynote, Vision Critical CEO Scott Miller said orienting your business around the voice of the customer is the best way to future-proof your company in a fast-moving world. And that’s ok.”.

2018 145

2018 Insights Innovation Feedback 145

Steve DiGioia

MAY 17, 2021

Store these in your CS toolbox to use as needed. According to several employees and training manuals, Apple Inc’s sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems. To that end, employees receive no sales commissions and have no sales quotas.

Customer Service 136

Customer Service E-support Customers Sales 136

Experience Investigators by 360Connext

AUGUST 6, 2019

When I ask you a question like “what brand are you loyal to?” ” you are actually answering the question “what brands have earned your trust?” Which brand hasn’t disappointed you? Are you guilty of slowly chipping away at the trust you have with customers?

2019 125

2019 Touchpoint Brands Customers 125

Beyond Philosophy

NOVEMBER 17, 2014

Keeping employees happy and motivated is an agenda item that is on everyone lips, but little action seems to be happening. As a result, Employee Engagement is slipping as well, which is a problem for Customer Experience. To me, a great Customer Experience is only provided through employees that are engaged.

Engagement 164

Engagement ROI 2014 2013 164

BirdEye

JUNE 21, 2023

In today’s cutthroat business world, staying informed about your competition is more crucial than ever. As the renowned business strategist Peter Drucker once said, “If you can’t measure it, you can’t improve it.” ” That’s where competitor analysis comes into play.

Social Media 98

Social Media Hotels Competitive Advantage Marketing 98

Beyond Philosophy

JANUARY 19, 2020

Therefore, by definition, you get a different viewpoint after you undertake it for your organization. . However, in our global Customer Experience consultancy, whenever we present our findings to an organization, you usually get at least one person that tries to bend the results to meet their agenda. It happens in sports.

Leadership 157

Leadership Consulting Presentation Sports 157

BlueOcean

JULY 3, 2019

A low unemployment rate is cause for celebration. It means people are working, paying taxes, and bringing home the bacon. That’s why most people see the current 3.6% US unemployment rate as fantastic news – it’s an astronomical improvement over the 10% unemployment rate after the 2008-09 Great Recession. For larger companies, that rate is 67%.

Contact Center 159

Contact Center Customer Service 2008 Call Center 159

InteractionMetrics

DECEMBER 13, 2023

Employees are often skeptical when a workplace diversity survey is introduced, which makes it difficult for DEI programs to flourish. To solve this, here’s our guide to implementing a workplace diversity survey that will give you actionable results and lay the foundation for a successful DEI program.

Definition 52

Definition Reference Events Culture 52

ClearAction

SEPTEMBER 25, 2022

The CCXP exam has 100 multiple choice questions that are easier to answer when you have spent a few years in your career managing 5 areas: CX Strategy, Improvement & Design, Culture & Accountability, VoC & Intelligence, and Metrics & Analytics. This is known as “outside-in” management of your business.

Customer Journey Mapping 62

Customer Journey Mapping Financial Customer Experience Professionals Metrics 62

Beyond Philosophy

JUNE 7, 2017

This is according to the 2017 Edelman Trust Barometer , a survey which tells a pretty dire tale of the disintegrating trust people feel in established institutions. This is according to the 2017 Edelman Trust Barometer , a survey which tells a pretty dire tale of the disintegrating trust people feel in established institutions.

Government 122

Government Advertising Webinar Social Media 122

Beyond Philosophy

APRIL 9, 2021

Let’s imagine that you’re an account manager with 200 customers. If you know that 80 percent of your revenue comes from 20 percent of those customers, what do you think happens to the other 80 percent that only accounts for 20 percent of the revenue? Yep, you guessed right, not much.

Management 157

Management Social Media Call Center Connections 157

ShepHyken

FEBRUARY 28, 2020

If you’re a Customer Experience specialist, you might think that salespeople are not the kind of role models to get customer care tips from. In fact, you’re probably telling yourself – “Salespeople? There’s a lot you can learn from those whose day-to-day activity consists of building rapport and trust with potential customers.

Roadmap 116

Roadmap Books Sales Airlines 116

Stella Connect

JANUARY 26, 2022

Customers know in an instant if your agents will meet and exceed their expectations , and all it takes is one bad experience to lose them. It’s on you to ensure that every agent is prepared to delight customers day in and day out — and in this blog post, we’ll lay out customer service training tips you need to know.

Customer Service Training 96

Customer Service Training Customer Service Management Feedback 96

Beyond Philosophy

JANUARY 23, 2015

My mum always told me, “You can catch more flies with honey than you can vinegar.” As a leader or a marketer if you want an employee or a customer to change behavior, research says the best thing to do is give them positive reinforcement when they do what you want. Unfortunately, you have two problems here.

CEM 126

CEM Books Webinar Leadership 126

Beyond Philosophy

NOVEMBER 22, 2017

What about the car dealership that forces you to haggle over price to the point where you don’t even want a new car anymore? What about the car dealership that forces you to haggle over price to the point where you don’t even want a new car anymore? It’s really the same as building relationships in your personal life.

Customer Relationships 135

Customer Relationships Airlines Customers Consulting 135