Experience Investigators by 360Connext

MAY 11, 2016

Loyalty is often the holy grail of customer experience. After all, loyal customers mean more revenue, more repeat business, more referrals and just more more more! Yes, loyal customers mean more. But how do you define loyalty among your customers? The post How Do You Define Loyalty in YOUR Organization?

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Loyalty Consulting Customer Experience Customers 137

Lithium

MAY 24, 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 96

Loyalty Brands Consulting Innovation 96

Oracle

APRIL 3, 2019

Enter customer engagement marketing (CEM). Customer engagement marketing happens when a company uses personalized messaging to move their audience through a sales cycle — changing a lead into a customer and nurturing current customers to become more brand loyal. ” Engaging customers improves CX.

Customer Engagement 99

Customer Engagement CEM Engagement Marketing 99

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.

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Customer Engagement Loyalty Customer Service Engagement 53

Beyond the Arc

NOVEMBER 8, 2021

As a CX consultant, I spend my workdays helping companies improve, and even reinvent, their communications to create more engaging customer experiences. As a result, I’ve become a much more discerning customer in my off time.

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Loyalty Consulting Communication Customers 52

TechSee

JUNE 16, 2022

His YouTube channel is a fantastic source of inspiration about customer experience and customer centricity in a digital world. In his videos, I keep people updated about the latest trends in customer experience, customer service and customer centricity. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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.

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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.

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Loyalty Brand Values Brands Customers 52

InMoment XI

FEBRUARY 12, 2024

Integrated CX vs. CX Integrations While integrated CX and CX integrations may sound similar, they have different meanings and applications for businesses looking to improve their customer engagement. Let’s dive deeper into each one to explore how InMoment achieves customer experience success through integrated CX.

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NPS Net Promoter Score Effort Score ROI 260

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 4, 2015

What if that is contrary to long-term loyalty? This idea of pushing a short-term goal at the sake of most other things may have worked before customers have the voice they do now. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. Short-term goals, long-term backlash.

Customer Service 282

Customer Service Airlines 2014 Social Media 282

Experience Investigators by 360Connext

NOVEMBER 12, 2014

In the rush to amaze and delight, a la Zappos , organizations often overlook ways to truly provide experiences meaningful to that customer. A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. A great experience, but for whom?

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Brands Hotels Consulting Workshop 259

Experience Investigators by 360Connext

NOVEMBER 26, 2014

If your customers mistreated, ignored, unappreciated or neglected when everything is going as expected, how will they feel when you need to make a withdrawal from the relationship bank? It’s well documented that a little mixup can actually increase loyalty when the recovery is handled well. However, there are conditions.

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Banking 2012 Loyalty Culture 286

Michelli Experience

OCTOBER 24, 2017

“Where Has All The Loyalty Gone? A long, long time ago (20 years) in a galaxy far, far away (actually main street USA) customers were basically loyal to brands. Customer loyalty is at a premium and to the surprise of many that premium is not just for Millennials. The Erosion of Loyalty. A Consultant’s View.

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Loyalty Magazine Consulting Loyalty Programs 63

Experience Investigators by 360Connext

OCTOBER 29, 2014

After finishing a frustrating contract with a mobile provider, I received a “No Strings Attached” gift for my loyalty, which was a mobile hotspot. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience. I didn’t feel appreciated. A little can go a long way.

Poor Customer Service 303

Poor Customer Service Loyalty Social Media Consulting 303

Experience Investigators by 360Connext

APRIL 10, 2015

Where publicity and marketing leave off is where the customer experience needs to deliver. This was one of the things we discussed with Shonali Burke , a leader in PR and social strategy and President and CEO of Shonali Burke Consulting , on the latest episode of Crack The Customer Code , the podcast I co-host with Adam Toporek.

Social Media 234

Social Media Marketing Customer Journey Mapping Consulting 234

Experience Investigators by 360Connext

JANUARY 23, 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 Care 299

Customer Care Social Media Marketing Webinar 299

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

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

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

Experience Investigators by 360Connext

MARCH 5, 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. We’d love to hear about it.

Customer Service 274

Customer Service Sports Social Media Communication 274

ClearAction

DECEMBER 16, 2017

Rethinking Customer Engagement: Put Your Relationship First Lynn Hunsaker. Sounds way out of sequence, but it’s often exactly how we treat our customer relationships. It’s the company’s responsibility to ensure teams work together to be customer-centric. Can you imagine proposing to someone on the first date?

Customer Engagement 54

Customer Engagement Engagement Social Media Customers 54

Experience Investigators by 360Connext

DECEMBER 5, 2014

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. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Social Media 244

Social Media Consulting Leadership Innovation 244

Experience Investigators by 360Connext

DECEMBER 3, 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. We love hearing from you!

Innovation 232

Innovation Customer Service 2014 Social Media 232

Oracle

JUNE 14, 2018

According to Deloitte, it’s time for brands to rethink the traditional loyalty scheme. We recently asked our Twitter community of small-to-medium business (SMB) influencers, advisors, and thought leaders to share their tips for increasing brand loyalty in 2018. Treat the customer as you’d treat your “best” self.

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Loyalty Brands B2C 2018 54

Calabrio

OCTOBER 24, 2016

We know that when a brand delivers great customer experience, customers are more likely to establish a positive connection and long-term loyalty towards that brand. Given this, most companies, including your own, spend countless hours and resources looking for ways to improve customer experience strategies.

Contact Center 82

Contact Center Customer Engagement Engagement Reference 82

Experience Investigators by 360Connext

DECEMBER 31, 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 247

2015 Webinar Entertainment Leadership 247

Experience Investigators by 360Connext

JANUARY 5, 2015

” I started saying that after a particularly challenging consulting exercise. I also discussed the way the competitors and other industries were creating customer loyalty based on better user experiences. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Leadership 307

Leadership Consulting User Experience Loyalty 307

Experience Investigators by 360Connext

FEBRUARY 23, 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.

Innovation 262

Innovation Consumers Social Media 2016 262

Experience Investigators by 360Connext

FEBRUARY 18, 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. Let us know in the comments below!

Innovation 259

Innovation Feedback Automotive Social Media 259

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?

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Article 2020 Customer Service Loyalty Programs 146

Experience Investigators by 360Connext

JULY 15, 2015

Assume that customers will always be loyal, for loyalty’s sake. Ignoring the evolution of the ever-changing marketplace is the same as ignoring what your customers need the most. And the experiences their customers report reflect that. Skills don’t create customer loyalty. People do.

Customer Experience 300

Customer Experience Airlines Loyalty Social Media 300

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

Experience Investigators by 360Connext

DECEMBER 15, 2014

For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs , elite experiences, and special perks to maintain the top 1% of customers. Welcome everybody.

Loyalty Programs 268

Loyalty Programs Airlines Social Media Loyalty 268

Experience Investigators by 360Connext

NOVEMBER 13, 2014

The interactive kiosks provide an opportunity to streamline the process by providing where the product can be found along with product research in the moment the customer wants them. Loyalty: “What’s in it for me?” This is another type of reassurance for customers. Will I be rewarded for my behavior?

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Customer Confidence 2015 Retail Loyalty Programs 279

Michelli Experience

JUNE 13, 2017

Customer Experience Speaker, Consultant, Author VS. CASHIERS. As a customer experience consultant , I am constantly working with business leaders to help them “get obsessed with value” and look for ways to provide the right mix of people and technology to deliver it. Michelli, Ph.D. Follow on Twitter: @josephmichelli.

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Consulting Customer Experience Workshop Technology 45