CSM Magazine

JUNE 2, 2021

The Loyalty People has today announced the appointment of loyalty innovator Tom Peace as the company’s new Managing Director. Tom is one of the loyalty industry’s most respected experts, with over 15 years’ experience in analytics and customer engagement roles at the likes of IRI, Aimia, Reward Insight and Collinson.

Loyalty 52

Loyalty White Paper Travel Fashion 52

Micah Solomon

OCTOBER 17, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. Forbes readers: Get two free chapters of Micah Solomon’s customer service books here. email, chat, web).

Customer Engagement 53

Customer Engagement Loyalty Customer Service Engagement 53

Magellan Solutions

MAY 20, 2024

These companies are being lauded for their expertise, innovative solutions, and unwavering commitment to excellence. Concentrix Concentrix is among the global leaders in Customer Experience Services, providing fully integrated solutions with advanced technologies to deliver improved results for outbound call centers.

Call Center 52

Call Center 2024 Innovation E-support 52

Lithium

JUNE 6, 2022

We are very excited to be joined by the Head of Partner & Customer Engagement for Lyft Bikes, Scooters & Transit, Chris Vetrano ( ). This Khoros Titan found his passion for engagement after being inspired by the Pop Music Industry and running his own American Idol Fantasy league. So sit back and enjoy the show.

Loyalty 52

Loyalty Brands Consulting Innovation 52

Experience Investigators by 360Connext

MARCH 31, 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. Please don’t forget to share!

Technology 265

Technology Customer Experience Social Media 2015 265

Experience Investigators by 360Connext

DECEMBER 5, 2014

The most exciting companies change the game by innovating around their customer experience. Our premier episode features the one and only Jackie Huba , author of Monster Loyalty : How Lady Gaga Turns Followers Into Fanatics, who shares amazing insights and gives us a sneak peek into her next area of focus. We’re all human!

Social Media 244

Social Media Consulting Leadership Innovation 244

Experience Investigators by 360Connext

JULY 23, 2015

Customers are constantly reevaluating not just your product, but the entire experience. Loyalty, as we once knew it, is dead. Customers, for the longest time, were trapped. But, you still have lots of loyal customers, right? We are kicking the tires and walking up to the shiny car in the lot to kick its tires, too.

Banking 295

Banking Social Media Innovation Consulting 295

Experience Investigators by 360Connext

JUNE 8, 2015

Inviting your advocates to join a special group, offer feedback and refer customers is clearly beneficial to the company. Advocates want to participate to gain access to early releases, gain more loyalty benefits and be part of a community. Don’t confuse advocacy with blind loyalty. And what is it in for them?

Marketing 279

Marketing Social Media Loyalty Consulting 279

Second to None

AUGUST 9, 2019

While concrete, customer data can help to mold the basic requirements and expectations of your customer experience, emotion fills in all the intangible gaps. When recognized and implemented effectively , the emotional factor yields increased customer loyalty and advocacy over the duration of the customer lifetime.

Loyalty 83

Loyalty Touchpoint Voice of Customer Brands 83

LoyaltyPlus

SEPTEMBER 30, 2021

Considering that 80% of customers are willing to pay more for a better experience, it seems that the solution is staring business leaders in the face. However, creating this loyalty through improved experiences in a digital world requires a different approach than before. And this is where loyalty comes in.

Loyalty 52

Loyalty Brand Values Brands Customers 52

ShepHyken

DECEMBER 7, 2020

Numerous experts were consulted. Six Steps for Improving Customer Engagement and Loyalty by Genelle Kunst. Chain Store Age) Establishing a loyalty program is a fundamental first step to improving customer loyalty. My Comment: Want to build repeat business and customer loyalty?

Article 148

Article 2020 Customer Service Loyalty Programs 148

Experience Investigators by 360Connext

JUNE 22, 2015

Marketers and other business leaders could actually prevent customer service issues by using social media to share more proactively with customers and their communities. Share innovation as it happens. Make short videos for Instagram or Vine explaining the innovations as they happen and the challenges around them.

Social Media 233

Social Media Engagement Magazine Innovation 233

Experience Investigators by 360Connext

APRIL 21, 2015

Keep a tally of how many times the product is mentioned compared to the customer, in any meeting. Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers. In the next few weeks at your organization, see if you can identify some themes.

B2B 285

B2B B2C Social Media Innovation 285

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough , the stats caused quite a stir, and rightfully so. We have been there.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Experience Investigators by 360Connext

JANUARY 5, 2015

” I started saying that after a particularly challenging consulting exercise. This led to stagnant thinking instead of innovation. Innovation only comes with risk. I also discussed the way the competitors and other industries were creating customer loyalty based on better user experiences.

Leadership 307

Leadership Consulting User Experience Loyalty 307

Experience Investigators by 360Connext

JULY 6, 2015

Customers don’t care who owns what part of their business , but organizations often do. This conflict leads to customer frustration and decreased loyalty. If you don’t consider customer effort as a truly important part of the journey, then you’re not thinking of your customers. Think about it.

B2B 278

B2B Net Promoter Score Effort Score Loyalty 278

Experience Investigators by 360Connext

APRIL 23, 2015

One innovation is using API partnerships to provide even more information to the travelers at the time it’s most relevant to them. How can you really listen to your customers, use the feedback and innovate to make a more meaningful experience for them? Image credit: oddsock via Creative Commons license.

Social Media 218

Social Media Travel Rewards Programs Innovation 218

Experience Investigators by 360Connext

FEBRUARY 16, 2015

Marketers need to position products and the behavior around them for consumers who don’t necessarily know they are ready for the next innovation. MakerBot, a leader in 3D Printer technology, announced a variety of exciting innovations at CES. They should care that it is an easy experience for them. Image via CESweb.org.

Marketing 250

Marketing Innovation Transportation Demo 250

Experience Investigators by 360Connext

MARCH 12, 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.

2015 215

2015 Customer Experience Fashion Social Media 215

Experience Investigators by 360Connext

MARCH 18, 2015

These are things that help me think about the endless possibilities of innovation and experience. Innovators who create amazing technology sometimes can’t hold a conversation with another human. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. People are amazing.

Interaction 275

Interaction 2015 Innovation Fashion 275

Experience Investigators by 360Connext

NOVEMBER 6, 2014

Why would companies who once touted online as the only way are moving into a more traditional model for customers? Customers today want to shop how they want. Here are 5 ways these online to offline innovators are offering the next wave of the omnichannel experience. Customers want convenience. Convenience is king.

Omnichannel 258

Omnichannel Retail Social Media Culture 258

Experience Investigators by 360Connext

JUNE 15, 2015

American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba , sat on a small stage and asked each other a few questions about small business, customer-first leadership, and the future of innovation. Innovation can’t happen if you are drowning in bureaucracy , according to Jack Ma. Fight complacency at every turn.

2015 217

2015 Leadership Innovation 2014 217

ShepHyken

JUNE 7, 2022

How to Design Experiences that Exceed Your Customer’s Expectations. Shep Hyken interviews Ian Johnston, Founder of Quinine , a leading strategic retail design consultancy devoted to the power of design that drives innovation and growth. He talks about building trust and loyalty by designing meaningful customer engagement.

Retail 65

Retail Consulting Innovation Customer Expectations 65

Experience Investigators by 360Connext

MARCH 24, 2015

Michael Perman , Dean of Innovation from Gap, Inc. discussed how challenging it is to think of innovation in positive terms. Thinking about innovation in these terms is limiting. Gina Bhalwalkar , User Experience & Accessibility at Scottrade, led a workshop on Future State Customer Journey Mapping.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Experience Investigators by 360Connext

SEPTEMBER 17, 2014

They might not have the advertising budget, but they often gain the loyalty. The competitor you never worried about has improved their customer experience dramatically. And they’re gaining on your customers as a result! Savvy competitors often find the Achilles heel of the 800-lb. gorilla is with the experience.

Metrics 252

Metrics Customer Experience Social Media Loyalty 252

Experience Investigators by 360Connext

JUNE 24, 2015

What would life be like if operations were around customer experience and innovation ? Build a Customer Listening Path. Proactive Experience Reliability and Innovation. Another favorite point in the book – Know before customers tell you! If you only read one section, read the chapter on this competency!

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

Micah Solomon

OCTOBER 9, 2018

The author, Micah Solomon, is an author, consultant, influencer, keynote speaker, and trainer in customer service, customer experience, customer service culture, and hospitality. When you become good at customer service recovery, your company will experience a wonderful bonus in terms of customer engagement and loyalty.

Customer Service 264

Customer Service Customer Experience 2005 Hospitality 264

Experience Investigators by 360Connext

NOVEMBER 24, 2014

After all, your competitors could introduce the very offering which woos your customers away! But when leaders become obsessed with “be better than X company” as the main driver for innovation, customer experience will suffer. Sometimes it’s ok to be #2 if your legions of customers are raving fans for you.

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

Experience Investigators by 360Connext

APRIL 16, 2015

We’ve come to accept the incredible pace of innovation. But have you thought of how it’s impacting your customer’s expectations ? With the widespread acceptance of apps like Uber and Tinder , customers are demanding more personalized, instantaneous experiences. The world is changing, and fast.

Customer Expectations 282

Customer Expectations Retail User Experience Social Media 282

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

CSM Magazine

JANUARY 30, 2024

Through tailored recommendations, individualized communications, and a genuine interest in your well-being, these companies foster a sense of connection and loyalty. You’ll notice that they remember your name, anticipate your needs, and treat you as a valued individual, not just another customer. Apple Inc.,

Customer Centricity 111

Customer Centricity E Commerce Exceptional Customer Service E-support 111

CSM Magazine

JUNE 29, 2023

Memo Group , the leading Belgian contact centre specialists, today announced their partnership with Sabio Group , a global customer experience (CX) solutions provider, to support the implementation of their Twilio Flex solution. ” The partnership between Memo and Sabio will bring significant benefits to both organisations. .

Contact Center 52

Contact Center Omnichannel Consulting Customer Journey 52

Second to None

OCTOBER 16, 2018

Adopting these novel methodologies as a cog in your brand experience platform can help your team encourage high levels of customer engagement across different points along the customer journey. Meeting customers where they already are reduces the effort it takes to find your brand.

Customer Engagement 67

Customer Engagement Engagement Retail Voice of Customer 67

CSM Magazine

SEPTEMBER 27, 2023

To add value to your services, consult a metaverse developer to determine how useful the technology can be to your business. Another example of how brands can generate additional revenue from embracing metaverse innovation is by attracting sponsors and investors via virtual events or concerts and charging attendance fees.

Technology 59

Technology Tourism Travel 2030 59

Experience Investigators by 360Connext

NOVEMBER 3, 2014

As a customer, it hurts to be neglected or ignored after investing your own loyalty in a brand you believe in. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Blog Customer Experience Featured Innovation business growth improvement leadership linkedin'

Leadership 271

Leadership Social Media Consulting Loyalty 271

Experience Investigators by 360Connext

SEPTEMBER 11, 2014

They care enough to continually look for ways to improve and innovate for their customers. Do you care if your customers have ruined days? Let’s create fewer ruined days for customers. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Hotels 231

Hotels Social Media Innovation Consulting 231

Experience Investigators by 360Connext

DECEMBER 22, 2014

For example, statistics can tell you 89% of your customers say they’re loyal, but they don’t tell you it’s because they CURRENTLY can’t find a better option in the marketplace. A new and innovative competitor may steal your loyalists if you haven’t been paying attention to nuance.

Insights 242

Insights Social Media Consulting Connections 242