Experience Investigators by 360Connext

SEPTEMBER 28, 2016

Highly-engaged employees will deliver better experiences to your customers, leading to increased loyalty, more referrals, and more business overall. The post 5 Epic Employee Engagement Issues You Never Noticed appeared first on Customer Experience Consulting. These simple moments add […].

Engagement 288

Engagement Consulting Loyalty Management 288

InMoment XI

DECEMBER 21, 2021

Several years ago, business consultant Matthew T. Grant interviewed me for his blog site ([link] and the subject was how, through their employees, companies can move beyond satisfaction to create real customer loyalty behavior. You cannot create, or sustain, customer loyalty behavior without committed employees.

Customer Experience 529

Customer Experience Loyalty Advertising Leadership 529

Experience Investigators by 360Connext

FEBRUARY 5, 2015

Customer engagement. I find the operational “challenge” of customer engagement particularly telling. Companies worry that employees don’t engage with customers, or don’t engage properly and effectively. Employees ranging from managers to stock boys firmly declared loyalty to “Arthur T.”

Customer Engagement 212

Customer Engagement Engagement Retail Leadership 212

Experience Investigators by 360Connext

JUNE 22, 2015

Instead of hiding behind press releases and formal communication, social media engagement allows organizations to speak directly to customers and prospects. Social can help your leadership seem more down-to-earth and in tune with customers. Could your leadership benefit from hearing directly from customers?

Social Media 233

Social Media Engagement Magazine Innovation 233

InMoment XI

MARCH 2, 2022

As viewed by many consulting organizations in their evaluations of this unfolding era of chronic talent shortages coupled with low unemployment rates, the conjoined, common themes of enterprise humanity and reframed purpose seem to be among the most attainable stakeholder prescriptives for dealing with the current employee landscape.

Culture 260

Culture Connections Leadership Consulting 260

TechSee

JUNE 16, 2022

Paul is a Transformational, hands-on, customer service department leader with extensive experience using performance metrics, lean process improvements, and positive leadership in building effective, efficient, and happy customer service departments. Tom Hinds, SVP Customer Engagement at Advocate Aurora Health. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

JUNE 20, 2018

If you’ve never thought about how you engage customers, then what’s to stop them from becoming actively disengaged? It even echoes back to us in the way we engage within our own organizations. There was a joke of how to save yourself if you had drifted off and were lost when someone asked you to engage in the conversation.

Engagement 179

Engagement Social Media Sales Loyalty 179

ShepHyken

DECEMBER 18, 2020

speaker, author, and organizational consultant. As I rang in the new year, I imagined I would spend a lot of time helping my clients drive customer loyalty and referrals. As a customer experience and leadership consultant, I had a front-row seat to the importance of technology-aided convenience throughout the pandemic.

Leadership 73

Leadership Customer Experience 2020 2019 73

Beyond Philosophy

NOVEMBER 3, 2015

These traits inspired loyalty from his team. His wisdom, fierce loyalty, and demanding demeanor shaped me into the leader I am today. If you enjoyed this post, you might be interested in the following blogs: Cracking Employee Engagement Through Leadership. He was exceptionally loyal and protective of everyone.

Leadership 154

Leadership Banking Employee Experience Loyalty 154

Beyond Philosophy

DECEMBER 20, 2016

CMC Thought Leadership Principal, Beyond Philosophy. In the consumer world, satisfaction has only incidental proven connection to customer experience and behavior, and engagement has similar challenges for employees (and customers). Servant Leadership. Michael Lowenstein, Ph.D.,

Leadership 60

Leadership Engagement Customer Centricity Culture 60

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

TechSee

MARCH 7, 2023

Marlene Kolodziej, DBA, ITIL, Senior Vice President, Service Delivery, Ricoh – Recently highlighted as a CX Innovator, Dr. Marlene is a champion for customer and employee experience, driving the adoption of technology, experience engagement, and process to accelerate and shape digital transformation.

2023 207

2023 Contact Center Leadership Hospitality 207

CloudCherry

MARCH 8, 2019

In-depth neuroscience researches tell us that there are biological differences in the way a woman and a man would think but that does not prove men and can soar higher than women in leadership capabilities. The book was the first and one of its kind, at the time, to address the role of a customer leadership executive. Jeannie Walters.

Chief Customer Officer 285

Chief Customer Officer 2006 Customer Experience Professionals Consulting 285

Experience Investigators by 360Connext

MARCH 4, 2015

What if that is contrary to long-term loyalty? 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 Service 282

Customer Service Airlines 2014 Social Media 282

Experience Investigators by 360Connext

DECEMBER 31, 2014

Join us later this month and then every month this year to discuss everything from customer communications to micromapping to customer experience leadership. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Please enter your email to stay in the loop.

2015 247

2015 Webinar Entertainment Leadership 247

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. appeared first on Customer Experience Consulting.

Technology 265

Technology Customer Experience Social Media 2015 265

Experience Investigators by 360Connext

SEPTEMBER 29, 2014

They want to know how to increase loyalty and revenue and all that good stuff. 92% of customers feel a poor service experience decreases their loyalty. 92% of customers feel a poor service experience decreases their loyalty. Justify customer loyalty through excellence – innovate audience interactions. We have been there.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Experience Investigators by 360Connext

NOVEMBER 26, 2014

It’s well documented that a little mixup can actually increase loyalty when the recovery is handled well. They have been asked to make deposits into the relationship bank (through trust, loyalty, etc.) The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Banking 286

Banking 2012 Loyalty Culture 286

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. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty.

Social Media 244

Social Media Consulting Leadership Innovation 244

Experience Investigators by 360Connext

APRIL 10, 2015

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. appeared first on Customer Experience Consulting. Shonali Burke.

Social Media 234

Social Media Marketing Customer Journey Mapping Consulting 234

ChurnZero

FEBRUARY 4, 2022

Engaging your investors starts by understanding what they care about. If perceptual or stylistic barriers are holding you back from engaging with investors, reframe your story. In this article, we share Kristen’s best advice on how you can use metrics to reframe your customer stories, so they’re primed for investor engagement.

Metrics 98

Metrics Customer Success Engagement Customer Satisfaction 98

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. Image credit: kodomut via Creative Commons license.

2015 306

2015 Customer Experience Customer Journey Mapping Customer Journey 306

Experience Investigators by 360Connext

NOVEMBER 3, 2014

If someone in a leadership position cares enough to recognize the truth hurts and might be tricky to address, that company is a winner. They start trusting clients and customers more than their leadership. As a customer, it hurts to be neglected or ignored after investing your own loyalty in a brand you believe in.

Leadership 271

Leadership Social Media Consulting Loyalty 271

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. Impressive #leader who understands what #customer first leadership means. Finally, Ken Chenault summed up leadership and vision.

2015 217

2015 Leadership Innovation 2014 217

Experience Investigators by 360Connext

JULY 6, 2015

This conflict leads to customer frustration and decreased loyalty. In some cases, Customer Effort Score (CES) is a better indicator of loyalty than Net Promoter Score (NPS). If there is a customer champion in any organization, it should be in leadership. Think about it.

B2B 278

B2B Net Promoter Score Effort Score Loyalty 278

Experience Investigators by 360Connext

NOVEMBER 24, 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. Photo credit: Hkuchera via Creative Commons license.

Customer Experience 304

Customer Experience Customer Journey Mapping Social Media Culture 304

Experience Investigators by 360Connext

JUNE 11, 2015

When leadership provides updates to the team, they share knowing glances and an attitude of “oh this again.” They protect bad leadership. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. Take a look around. How toxic is your culture? Is it slipping?

Culture 279

Culture Leadership Social Media Consulting 279

Experience Investigators by 360Connext

DECEMBER 8, 2014

Loyalty one month can be challenged the next by outside influences. 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 252

Customer Journey Mapping Social Media Loyalty Consulting 252

Education Services Group

DECEMBER 7, 2020

What’s the difference between emotional and behavioral loyalty? The goal for Customer Success organizations is to develop emotional loyalty in your customers as opposed to behavioral loyalty. The goal for Customer Success organizations is to develop emotional loyalty in your customers as opposed to behavioral loyalty.

Loyalty 52

Loyalty Customer Success Culture Customers 52

Experience Investigators by 360Connext

MARCH 9, 2015

According to Watermark Consulting , for a five year return, those companies considered customer experience Leaders outperformed their competitors in general, but a whopping 128% better than those companies identified as customer experience Laggards by Forrester. Whether or not your title says it, your leadership is needed!

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

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. Continue reading to see their advice. Humanize your brand.

Loyalty 54

Loyalty Brands B2C 2018 54

Experience Investigators by 360Connext

APRIL 21, 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.

B2B 285

B2B B2C Social Media Innovation 285

Michelli Experience

OCTOBER 24, 2017

“Where Has All The Loyalty Gone? Customer loyalty is at a premium and to the surprise of many that premium is not just for Millennials. Shelagh Daly Miller, VP, Group Publisher for AARP Media Sales recently wrote a provocatively alarming article for Ad Age titled Is Brand Loyalty Dead? The Erosion of Loyalty.

Loyalty 63

Loyalty Magazine Consulting Loyalty Programs 63

Michelli Experience

JANUARY 26, 2016

Whenever I consider offering customer experience consulting services for a prospective business client, I interview senior leadership and ask a lot of questions that get at motivation and their perceived purpose for the potential partnership. How will you define employee engagement and customer experience success?

Leadership 60

Leadership Automotive Hotels Culture 60

Experience Investigators by 360Connext

DECEMBER 8, 2020

The same could be said about overall company goals, leadership goals and yes, customer experience goals, too. Whether it’s the end of the year or any other time that’s right, these are five of the questions I ask the clients I consult with when it’s time to reflect. And for many of us it’s extremely relatable.

Customer Experience 329

Customer Experience Net Promoter Score 2020 Leadership 329

Experience Investigators by 360Connext

SEPTEMBER 22, 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.

Hospitality 251

Hospitality Social Media Consulting Leadership 251

Experience Investigators by 360Connext

JANUARY 26, 2015

And customers simply don’t understand the way hiring thousands of customer-facing employees increases the chances of having less engaged, unhappy brand representatives. Social Customer Care: Best Practices for Major Engagement. Social Customer Care: Best Practices for Major Engagement. And I get it. It is complicated.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274