Experience Investigators by 360Connext

DECEMBER 8, 2014

Customers change, too, and sometimes in subtle ways. Loyalty one month can be challenged the next by outside influences. Their most recent customer service experience was not great. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. A new product is launched.

Customer Journey Mapping 252

Customer Journey Mapping Social Media Loyalty Consulting 252

Experience Investigators by 360Connext

DECEMBER 17, 2014

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.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

SEPTEMBER 24, 2014

When a customer like me is unable to access the channel they want me to accept, then I’m helpless. It’s our approach to taking customer journey mapping into deeper levels of understanding at specific points in the journey. Micromapping could help avoid customer frustrations like this one.

Customer Journey Mapping 282

Customer Journey Mapping Customer Journey Social Media Consulting 282

Experience Investigators by 360Connext

FEBRUARY 12, 2015

Consulting Speaking Workshops/Training Webinar Work with us Guest blogging Other Your Message *. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Journey Mapping 230

Customer Journey Mapping Workshop Customer Journey Consulting 230

Experience Investigators by 360Connext

MAY 13, 2015

Do you know what’s chasing your customers away? Have you tried creating a customer journey map? Is it a living tool that reflects the true digital experiences your customers encounter? 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Journey Mapping 192

Customer Journey Mapping Webinar Social Media Consulting 192

Experience Investigators by 360Connext

JUNE 4, 2015

This is the next step after customer journey maps in some cases, the first case in others. Having personas , understanding your customers, and staying close to the feedback they provide you all help you determine which scenarios are the most important to explore and test.

Omnichannel 219

Omnichannel Customer Journey Mapping Webinar Customer Journey 219

Experience Investigators by 360Connext

NOVEMBER 24, 2014

A critical part of any customer journey mapping process is understanding what the promise is for customers. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Defining what your aren’t more than what you are.

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

Experience Investigators by 360Connext

MARCH 24, 2015

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. So many answers!

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Experience Investigators by 360Connext

MAY 4, 2015

What opportunities are companies missing by defining the customer experience within the periphery of your store? Customers in your store are given your utmost attention. You have loyalty programs, a no-questions-asked refund policy, customer satisfaction surveys, and perhaps even greeters. And they want to be engaged.

Customer Experience 280

Customer Experience Customer Journey Mapping Retail Hospitality 280

Experience Investigators by 360Connext

DECEMBER 11, 2014

The best ones evolve with the marketplace and ever-changing customer expectations. Entrepreneurs who can’t let go are often left wondering why their “loyal” customers left without so much as a good-bye. Loyalty does not mean forever for customers. Customer experience is seen as a project, not a way of business.

Customer Experience 272

Customer Experience Customer Journey Mapping Leadership Airlines 272

Experience Investigators by 360Connext

SEPTEMBER 10, 2015

On their best day, they fall in love with our products, they get excited at the unexpected moments of delight we offer, and they move on to become evangelists whose loyalty can’t be threatened. […]. The post 5 Ways to Rock your Worst Case Customer Experience Scenario appeared first on Customer Experience Consulting.

Customer Experience 297

Customer Experience Customer Journey Consulting Loyalty 297

Customer Guru

AUGUST 8, 2018

While there are many experts on this field, we have created a list (in alphabetical order) of customer experience influencers (experts, speakers, consultants, and authors) who are leaders. Adam is a globally recognized expert on customer experience. Do follow these experts to learn from the best in business!

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Customer Guru

AUGUST 21, 2018

Continuing with our list (in alphabetical order) of customer experience (CX) influencers (experts, consultants, and authors), we are sharing a few names of leaders leaders that every CX enthusiast must follow and take inspiration from. Kerry Bodine has established the consulting firm, Kerry Bodine & Co.,

Customer Experience 115

Customer Experience Consulting Books Customer Experience Professionals 115

Quadient

JANUARY 21, 2022

Four steps for improving insurance policyholder customer experience. Heightened competition, increased consumer expectations and declining customer loyalty are hurdles that many insurers are facing today. The first step in customer engagement is knowing your customer. Customer Experience. Experience.

Insurance 52

Insurance Customer Experience Customer Journey Mapping Touchpoint 52

Experience Investigators by 360Connext

JUNE 29, 2015

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.

Social Media 218

Social Media B2B Consulting Sales 218

Totango

AUGUST 18, 2022

Thus, in your customer journey map , onboarding fills in the gap between your customer’s conversion to a premium buyer and their adoption of your product into their daily workflow. Successful onboarding sets the customer on a path toward product adoption, subscription renewal, and long-term loyalty.

Customer Journey Mapping 95

Customer Journey Mapping Customer Success Document Customer Journey 95

CSM Magazine

SEPTEMBER 10, 2020

But what is CX mapping in the first place? The customer experience map is a visual presentation of all the touchpoints through which your clients deal with your business. Some may confuse the CX map with a customer journey map. The CX map does the same but adds analysis on top. Your website.

Customer Experience 59

Customer Experience Touchpoint Social Media Customer Journey Mapping 59

Michelli Experience

MAY 15, 2018

In other words, say “No” to touchpoint maps and “Yes” to customer journey maps. DON’T Use CSAT as Your Customer Feedback Tool – Measuring CSAT (short for customer satisfaction) offers a narrow view of your customer’s experience. The entire customer experience ecosystem must be in balance.

Customer Experience 55

Customer Experience Touchpoint Customer Journey Mapping Loyalty 55

Michelli Experience

DECEMBER 16, 2015

While GPS coordinates can’t be fixed on your optimal customer experience, there is hope in navigating in the direction of enviable customer interactions. That hope comes in the form of an old fashioned “customer journey” map. Invest time now – build/revise your customer journey map.

Customer Journey 45

Customer Journey Customer Journey Mapping Document Fashion 45

Currency Alliance

FEBRUARY 26, 2021

So, with competition across nearly every category, all companies now need a loyalty strategy. Not every company needs a loyalty program with points, gift cards, or other incentives, but very few businesses can survive without a base of loyal customers that makes up 30-50% of recurring total sales.

Loyalty 59

Loyalty Customer Engagement Engagement Airlines 59

Wootric

SEPTEMBER 8, 2020

Therefore, only brands that build flawless customer experiences through swift, reliable, and pro-active customer service have a chance to set themselves apart and capture (as well as retain) the lion’s share of the market. Customer Experience is an Ongoing Process. Let’s start by understanding what customer journey mapping is.

Interaction 52

Interaction Effort Score Touchpoint Customer Journey 52

CustomerSuccessBox

MARCH 14, 2022

Learn and apply basic statistical tools to solve real-world Customer Success problems Track churn accurately Measure and interpret NPS and CSAT in new ways Construct predictive customer health scores Increase forecasting accuracy Improve business results. Customer Success Manager (CSM) Elite. Format: 1-hour on-demand video.

2022 52

2022 Customer Success 2026 Download 52

ChurnZero

MARCH 6, 2020

Customer Success Starts Within: 6 Ways to Put Employees First. The Customer Success industry is obsessed with cracking the code on customer experience and loyalty. So, it’s easy to see how a fixation on the customer can overshadow the very people who make that success possible: the employees.

Customer Success 69

Customer Success Culture 2025 Webinar 69

Michelli Experience

DECEMBER 2, 2015

At Mercedes-Benz USA, extensive training on active listening and empathizing was offered enterprise-wide early and repetitively along their journey. Don’t be Caught Without Your Map – Unless you happen to enjoy wandering about aimlessly, a customer journey map is an essential tool for streamlining customer experience improvement.

Customer Experience 101

Customer Experience Customer Journey Mapping Leadership Hotels 101

SurveySparrow

SEPTEMBER 20, 2021

Customer satisfaction surveys. Customer loyalty. Employee engagement surveys. Customer journey mapping. Pricing : InMoment offers custom pricing for all its plans with the option to book a demo. Automated follow-ups and engagement. Customer engagement. 360 surveys.

2021 52

2021 Management Multi-Channel Omnichannel 52

ShepHyken

NOVEMBER 1, 2019

This week we feature an article by Linda Taylor who writes about the importance of customer journey mapping in every organization in order to improve the customer experience. Customer Journey Mapping is a pictorial representation of the path a customer follows after coming in contact with a company.

Customer Journey Mapping 86

Customer Journey Mapping Customer Journey Customer Experience Touchpoint 86

SurveySensum

JULY 14, 2020

He is the author of ‘Be Your Customer’s Hero’, the founder of the popular Customers That Stick® blog, the Co-Host of the Crack the Customer Code podcast, and the creator of multiple virtual training courses on customer service and experience. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Lumoa

MARCH 12, 2023

Higher brand loyalty. 95% of customers report that customer experience is essential to brand loyalty. Improving your customer experience always pays off for your business. Most companies have a good gut feeling about the top issues customers care about, but it’s hard to quantify and prioritize those issues.

Customer Experience 83

Customer Experience Customer Journey Mapping NPS Consulting 83

Beyond Philosophy

SEPTEMBER 15, 2022

The data came from our Emotional Signature product , which is research that measures the emotional engagement you have with your customers. Then he looked at all the customer journey maps and how they helped form a customer relationship. Try my podcast, The Intuitive Customer instead.

Books 15

Books 2005 Customer Journey Mapping Consulting 15

SmartKarrot

MARCH 8, 2022

They then help the clients develop a customer-centric business strategy that increases customer loyalty and retention. Annette Franz is the Founder and CEO of CX Journey Inc. An advocate for inclusion and diversity, Dana is proficient in scaling businesses with the help of customer acquisition and retention.

2022 21

2022 Customer Success Chief Customer Officer Customer Centricity 21

Experience Investigators by 360Connext

FEBRUARY 25, 2015

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.

Customer Journey Mapping 255

Customer Journey Mapping Touchpoint Insurance Customer Journey 255

Experience Investigators by 360Connext

DECEMBER 29, 2014

She is the community manager for 360Connext, a customer experience consulting firm, and a freelance writer. She can lipread but tweet her first @Anne Reuss More Posts - Website Follow Me: The post 10 Must-Reads for a Better Customer Experience in 2015 appeared first on Customer Experience Consulting.

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2015 Customer Experience Customer Journey Mapping Touchpoint 300

SurveySparrow

MARCH 29, 2023

This is where mapping the ecommerce customer journey becomes important. Each of the stages they cross is referred to as a customer touchpoint and can be used to create a delightful experience for your prospective customers. The typical ecommerce customer journey can take days, and it can involve multiple channels.

Customer Journey 52

Customer Journey 2023 Customer Journey Mapping Touchpoint 52

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee is a Certified Customer Experience Professional (CCXP) and a graduate of the University of Notre Dame with a degree in marketing management.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

She leads the XM Institute’s research into CX and EX best practices and the broader organizational capabilities required for building loyalty by improving customer and employee experiences. Aimee is a Certified Customer Experience Professional (CCXP) and a graduate of the University of Notre Dame with a degree in marketing management.

Customer Service 52

Customer Service Customer Experience Magazine Books 52

ijgolding

APRIL 9, 2020

They feel pressured into taking that digital leap without properly assessing how technology can enhance the customer journey and their business processes. What we all want, is to embed a customer experience strategy that leaves our customers feeling the way we WANT them to feel, fostering their loyalty and attracting new customers.

Insights 124

Insights Customer Journey Mapping Customer Journey Technology 124

SurveySparrow

MARCH 21, 2023

If your CSAT scores are high, it means that you are able to meet or surpass customer expectations. #2. Net Promoter Score (NPS): One of the simplest and most effective ways to measure customer experience, NPS asks a simple question. Provide the freedom for employees to make decisions that will immediately satisfy customers.

B2B 52

B2B Customer Experience B2C Social Media 52