Experience Investigators by 360Connext

DECEMBER 17, 2014

Visit me on the web at MikeWittenstein.com More Posts Follow Me: The post Magic Mirror Reflects Major Innovation for the Connected Consumer appeared first on Customer Experience Consulting. Blog Customer Engagement Customer Experience customer service Featured Recent News connected consumer innovation linkedin As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head. Eye-popping innovation for top-notch service.

2014 220

2014 Connections Innovation Consumers 220

Experience Investigators by 360Connext

MARCH 15, 2018

As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and human connections to break through the clutter. Human connections make a huge difference in B2B. Rhonda and I sat down and recorded this interview, where Rhonda explains more about the unique way Hallmark Business Connections puts the human touch in business-to-business relationships. Each one connects with emotion and personalization.

Connections 143

Connections 2018 Touchpoint Fashion 143

CloudCherry

SEPTEMBER 19, 2018

Path analysis – creating hypothesized causal connections between sets of variables (e.g. product quality, customer service), and providing estimates of the significance and impact of those connections on the customer experience. Connecting Your CEM Goals to Financial Metrics. The post Connecting Customer Experience Goals to Financial Metrics to Prove ROI appeared first on CloudCherry.

ROI 220

ROI Financial Connections Metrics 220

SurveyGizmo

MARCH 23, 2020

We are here to support you, which is why we are giving our customers free access to our new Employee Connection Pulse Survey. We developed this survey for our own people and are engaging with them weekly to better understand how we can make them feel more connected while working virtually. The Employee Connection Pulse template can be found in the “Employee” template category. Staying Connected Survey TipsBy Vanessa Bagnato, Director of Solutions Marketing.

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Connections 2020 Communication Insights 60

Advertiser: ZoomInfo

As organizations chase new revenue targets, B2B sales leaders must examine cutting edge prospecting solutions that proactively help reps identify, connect with, and close qualified buyers faster. This eBook aims to help B2B sales leaders better understand the five essential features your prospecting solution must include.

2020

GetFeedback

JUNE 11, 2019

According to Exploring the Value of Emotion-driven Engagement, a new report from Deloitte Digital, brands can build impressive levels of customer loyalty by connecting emotionally with their audiences. Rather, today’s platforms can help brands leverage emotional data to support these connections. In this article, we’re sharing the four key findings from Deloitte’s report to help you understand how you might use emotional connections to drive loyalty for your brand.

Connections 157

Connections Loyalty 2019 Brands 157

StellaService

MARCH 11, 2019

This is an exciting day for StellaService as we announce the closing of an $11MM funding round for Stella Connect, and the sale of Stella Pulse to PowerReviews. The post New $11MM Funding Round for Stella Connect appeared first on Stella Connect. Agent Engagement stella connectAll major […].

Connections 62

Connections 2019 Sales Engagement 62

GetFeedback

SEPTEMBER 6, 2018

The post Connecting Employee Experience and Customer Experience appeared first on GetFeedback Blog. Every company wants to improve its customer experience. But if you only examine your relationships with customers and fail to look under the hood, you might get nowhere. More and more, research suggests that employee experience (EX) and customer experience (CX) are intertwined, and in order to improve on one, you have to improve on the other.

Connections 157

Connections Employee Experience 2018 Customer Experience 157

GetFeedback

SEPTEMBER 6, 2018

Research shows employee experience and customer experience are deeply intertwined. Here are 4 employee engagement surveys that can help you get ahead. Articles

Connections 150

Connections Employee Experience 2018 Engagement 150

GetFeedback

SEPTEMBER 6, 2018

Research shows employee experience and customer experience are deeply intertwined. Here are 4 employee engagement surveys that can help you get ahead. Articles

Connections 150

Connections Employee Experience 2018 Engagement 150

Advertiser: ZoomInfo

Leveraging the latest industry research, this eBook highlights the impact of direct dial phone numbers on sales productivity with the goal of empowering reps to have more conversations with prospects, and consequently, schedule more meetings, increase opportunities, and close more business - fast.

Sales

CSM Magazine

OCTOBER 20, 2020

Registration is now open for the next Reuters Events Customer Service webinar: ‘Reduce Cost By Connecting With Your Customers More Easily’. Hear from a Global VP at DHL, a telecoms expert and a CX leader. Register for FREE to join live or pre-order the recording!

Webinar 52

Webinar Connections 2020 Consulting 52

NICE inContact

AUGUST 8, 2019

The post Transform Citizen Connections with Cloud appeared first on NICE inContact Blog. Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. And, while it can be frustrating at times from a convenience standpoint, government agencies shoulder a significant burden in ensuring the privacy and security of its citizens, leading to possible longer handle times.

Connections 63

Connections Government 2019 Interaction 63

ShepHyken

JUNE 7, 2019

Phone calls are ripe with opportunities and the faster a caller connects with a friendly voice on the other end, the better. Consumers want to connect with your business. Consumers Demand Immediate Connection. Dollars spent on brand exposure mean nothing when callers are greeted by an answering machine, run through an automated phone tree, placed on hold for inordinate periods of time, or connected to someone who doesn’t understand or isn’t able to address their concerns.

Connections 95

Connections Blog 2019 Consumers 95

GetFeedback

JUNE 11, 2019

Four key findings from Deloitte’s report to help you understand how you might use emotional connections to drive loyalty for your brand. Articles

Connections 150

Connections Loyalty 2019 Brands 150

Advertiser: ZoomInfo

Many organizations fail to properly evaluate vendors during the selection process. Download ZoomInfo’s data-driven eBook for guidance on effectively assessing the vendor marketplace. After reading, you’ll gain insight into the following components:

Download

SurveyGizmo

SEPTEMBER 11, 2020

This puts additional strains on organizations as they struggle to keep their employees connected and engaged. Deepening Connections Through Feedback. Increased engagement means developing deeper connections. And deeper connections come from creating an open dialog with employees.

Connections 67

Connections 2020 Net Promoter Score Feedback 67

NICE inContact

AUGUST 27, 2019

So, the importance of engaging customers and connecting with them emotionally can’t be overstated. That means connecting with customers emotionally is the task of the customer service agent. Bearing that in mind, here are 10 tips for connecting with customers emotionally. Using first names is a first step, but good CRM data gives agents multiple opportunities to connect with customers based on their previous brand interactions.

Connections 60

Connections 2019 Social Media Average Handle Time 60

StellaService

JANUARY 15, 2017

UncommonGoods is an online marketplace connecting makers and their creations with individuals looking for truly special goods. Jennifer Grim , Director of Customer Service at UncommonGoods, provides some valuable insights into how the company leverages Stella Connect. When did you first begin working with Stella Connect? We started using Stella Connect in October 2015 to get feedback about our phone calls. How has the Stella Connect program affected morale?

Connections 40

Connections 2017 2015 Feedback 40

Experience Investigators by 360Connext

MAY 19, 2020

Here are five ways to create a cohesive employee experience by connecting learning to your employee’s journey overall. How does it connect to the overall mission and purpose of your organization? How does this learning opportunity connect to the customer experience? Explaining the why and not just the what helps the learner connect with the overall purpose of your organization AND their purpose within it.

2020 110

2020 Connections Seminar Touchpoint 110

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Why do consumer-centric organizations succeed? How can my company build a consumer connects program? Establishing a Connects Program is a great way to support your consumer insight initiatives. Learn how to do it with the right tools in Discuss.io's eBook.

Consumers

Kate Nasser

MARCH 13, 2016

Top leadership connection to inner circle removes these key threats to success. Connect and engage to succeed. The post Leadership Connection: Connecting to Inner Circle Removes These Threats appeared first on KateNasser.com. In today's world, no news is not good news. Latest from Kate Nasser, The People Skills Coach™.

Connections 59

Connections 2016 Leadership Communication 59

NICE inContact

AUGUST 8, 2019

The post Transform Citizen Connections with Cloud appeared first on NICE inContact Blog. Our ability to interact and engage with our government is clearly fundamental to the functioning of our cities, states and nation. And, while it can be frustrating at times from a convenience standpoint, government agencies shoulder a significant burden in ensuring the privacy and security of its citizens, leading to possible longer handle times.

Connections 52

Connections Government 2019 Interaction 52

Michelli Experience

NOVEMBER 1, 2016

What are the additional needs (beyond products) you can fulfill to deepen your connection with your customers? In his 1943 paper, “A Theory of Human Motivation”, Abraham Maslow foreshadowed a key ingredient to modern customer experience design. In essence, once you are able to meet a customers’ basic or functional need…there are higher needs you can address to drive their loyalty with your brand.

Connections 70

Connections 2016 Consulting Social Media 70

Customer Bliss

JANUARY 14, 2016

Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data. This common path will galvanize leaders to focus on the few key areas of improvement connected to customer growth, driving greater results and increased understanding of this work. The post Understand Customers’ Lives & Connect to Customer Behavior appeared first on Customer Bliss.

2016 129

2016 Connections 2007 2011 129

Speaker: Lauren Feehrer, President and Founder of LoyaltyCraft Consulting

Genuine connections between brands and consumers happen when empathetic team members are enabled with effective technology. To remain competitive in the next normal, we must examine how at the heart of digital transformation is consumer connection. Join Lauren Feehrer, Founder and President of LoyaltyCraft Consulting, to learn how the merging of empathy and technology can transform your Customer Experience.

Consumers

Customer Bliss

JANUARY 14, 2016

Leaders will be able to understand customers’ lives with a connection to customer behavior and growth, as well as to the data. This common path will galvanize leaders to focus on the few key areas of improvement connected to customer growth, driving greater results and increased understanding of this work. The post Understand Customers’ Lives & Connect to Customer Behavior appeared first on Customer Bliss.

2016 126

2016 Connections 2007 2011 126

Lenati

MAY 8, 2020

On May 28, I’ll be hosting a webinar with my colleague Derek Phillips, Director of Content Strategy at PK, called Building Connected Healthcare Experiences to Come Back Stronger from the Pandemic , in conjunction with eHealthcare Strategy & Trends. The post Webinar: Building connected healthcare experiences appeared first on PK.

Healthcare 40

Healthcare Webinar Connections Hospitality 40

MaritzCX

JUNE 5, 2017

Employee engagement is well accepted as a Key Performance Indicator of thriving organizations. But while engagement has been regularly measured for decades, engagement levels have largely remained unchanged. Gallup, who tracks U.S. employee engagement in their annual State of the American Workplace report, has reported that roughly 70 percent of U.S. employees are not engaged. View Article. General

2017 200

2017 Connections Engagement Measurement 200

Customer Bliss

AUGUST 29, 2017

Rhonda Basler and I discuss how Hallmark Business Connections is helping companies build bonds with their customers — by extending their own products and services. Rhonda Basler currently leads the Customer Engagement team at Hallmark Business Connections, Hallmark’s B2B subsidiary. As she has applied Hallmark’s vision and mission to the business world, she has created customer engagement programs that connect buyers to brands and drive measurable business results.

2017 153

2017 Connections Net Promoter Score Customer Experience 153

Advertiser: Delighted

Take your CX program to the next level. Delighted’s survey guide will give you the tools you need to become an expert in customer experience survey design, writing effective questions, connecting with your audience, and turning feedback data into action.

Customer Experience

GetFeedback

SEPTEMBER 20, 2020

Adapt your CX program to COVID-19 and continue to deliver great connected experiences. Articles

Connections 246

Connections 2020 Article 246

Customer Bliss

NOVEMBER 20, 2014

Customer growth and profitability metrics must be connected clearly to customer experience to gain executive and board support and to warrant the investment of people, time and financial resources. To make this case, spend the time to understand the different accounting methods throughout the company. Forge a partnership with finance to cobble together the customer accounting approaches. Learn the answers to these questions: How are customers valued? How are customers tracked?

2014 150

2014 Connections Customer Experience Metrics 150

Retently

OCTOBER 1, 2019

Better yet, if a Passive knows you added a specific feature or changed a specific aspect of your product based on their feedback, it creates a personal connection that separates your product or service from the competition. Don’t lose sight of the human connection. The overall customer experience is no doubt important, but it’s the human connection that turns sticky. The post How to Connect With Passives and Turn Them Into Promoters appeared first on Retently.

Connections 69

Connections Net Promoter Score 2019 NPS 69

VDS

JULY 22, 2020

Leaders need to leverage tools to connect with their teams like video conferencing tools (i.e. The post BUSINESS CONTINUITY: HOW TO KEEP THE CUSTOMER CONNECTION ALIVE appeared first on VDS. We find ourselves in unprecedented—certainly, the word of the year—times.

Connections 52

Connections 2020 Contact Center Communication 52

Customer Bliss

JUNE 9, 2015

They repair the connection and earn the right to grow. Customer Experience Toolkit Accept accountability apology peace process decide to say sorry driving culture change repair the emotional connectionBy suspending fear and taking a leap of faith that customers get that we are human and mistakes sometimes happen, beloved companies solve the problem. Read More: Accept Accountability when Things Go Wrong. The Apology Peace Process – Five Actions to Take when Things Go Wrong.

2015 138

2015 Connections Culture Customer Experience 138