Experience Investigators by 360Connext

OCTOBER 2, 2014

This Best of 360Connext post was part of the Customer Experience Professionals Association’s 2013 Customer Experience Day celebration. What’s the value of customer experience? Customers who are surprised and delighted with their experiences share their experiences with others.

Customer Experience 297

Customer Experience 2012 2013 2014 297

Alida

AUGUST 8, 2016

In my upcoming presentations at the 2016 Customer Intelligence Summit in Chicago and London , I’ll be sharing actionable tactics on how to thrive as a modern market researcher. To survive and thrive, market researchers must jump on trends and expand their roles, making their work essential to every aspect of the business.

Marketing 174

Marketing 2016 Customer Centricity Presentation 174

Experience Investigators by 360Connext

OCTOBER 27, 2020

Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. This feedback could provide clues about where customers want you to listen more. Customer expectations change, your market changes, and your customer lifecycles change, too.

Customer Journey 359

Customer Journey Social Media Feedback Customer Journey Mapping 359

TechSee

JUNE 16, 2022

Jim Iyoob, Chief Customer Officer at Etech Global Services. Jim Iyoob is responsible for Etech’s strategy, marketing, business development, IT, program implementation, operational excellence, and product development across all Etech’s existing lines of business. Jeanne Bliss, Founder and CEO at Customer Bliss.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

MARCH 9, 2015

I’ve seen plenty of Marketing, HR and Technology leaders who have made astounding improvements in the experiences they create for customers. Customer focused organizations smoke the competition. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

Totango

MARCH 8, 2022

A customer success community is a group of professionals who wish to grow in their customer success careers and share a common interest in helping clients achieve desired outcomes. Customer success communities usually operate through digital channels such as social media, apps, chat rooms, online forums, and email lists.

2022 117

2022 Customer Success White Paper Social Media 117

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.

Insights 236

Insights Customer Experience Customer Journey Mapping 2015 236

Oracle

JULY 1, 2020

Now how do you land that position in marketing? According to Katie Martell , Marketing Consultant, “Both marketing and CX are filled with processes that combine people and technology, so it’s important to be good at both. experience on the resume you’re submitting.” Show don’t tell.

Marketing 67

Marketing Retail Social Media Customer Experience Professionals 67

Experience Investigators by 360Connext

JULY 24, 2015

Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be next for customer experience. 360Connext serves mid-market companies and larger by helping them evaluate their true customer experience.

Net Promoter Score 234

Net Promoter Score Metrics Effort Score 2015 234

Experience Investigators by 360Connext

OCTOBER 17, 2023

I speak with customer experience professionals every day. Some of them have fancy, customer-focused titles like Chief Customer Officer or Vice President of Customer Experience. Others have more common org chart regulars, like Chief Marketing Officer or Voice fo the Customer (VoC) Director.

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

SurveySensum

JULY 9, 2021

“Do we need to post more on social media?” . Should we dive headfirst into the latest marketing trend?”. They focus on building social media channels, learning the latest marketing trends, competitors, and other things. Why is it important for CX Professionals to be empathetic? Speak Their Language.

Social Media 98

Social Media ROI Loyalty NPS 98

Experience Investigators by 360Connext

JULY 12, 2022

Be sure to review what customers are already sharing via surveys, social media comments, user reviews, and frontline interactions. This feedback could provide clues about where customers want you to listen more. Customer expectations change, your market changes, and your customer lifecycles change, too.

Customer Journey 143

Customer Journey Feedback Social Media Customer Journey Mapping 143

Experience Investigators by 360Connext

OCTOBER 6, 2014

It’s one thing to hear customers are complaining about something, it’s another to stand there and hear the complaint directly. How can you get your organization to deliver an exceptional customer experience? Happy Customer Experience Day!

Customer Focused 275

Customer Focused Call Center 2014 Social Media 275

ReviewTrackers

AUGUST 24, 2020

This quotes captures the essence of how, in today’s age, user-generated content (such as online reviews, blog posts, and social media comments) can make or break a business. Many businesses develop their marketing strategies around ways they can push branded content, sales messages, and self-promotional missives to consumers.

Customer Experience 124

Customer Experience Multi-Channel Social Media Touchpoint 124

Think Customers

OCTOBER 13, 2015

Big Data can provide marketers and customer experience professionals with a wealth of information about customers such as web pages they've visited, sentiments they've shared about brands on social media sites, and other information that can provide insights about customers' preferences, needs, and behaviors.

Customer Experience 81

Customer Experience Social Media Customer Experience Professionals Customer Care 81

Kustomer

AUGUST 26, 2022

Podcasts are no longer just a nice addition to your content and marketing strategy — they’re a necessity. Not only should businesses be considering podcasts as part of their own marketing strategies, but they should also be utilizing the wealth of insights in podcasts to evaluate and improve their own customer experiences.

Customer Experience 105

Customer Experience Chief Customer Officer Competitive Advantage 2014 105

Quadient

SEPTEMBER 16, 2022

This one: Customer Journey Mapping: A brand's GPS to loyalty and advocacy was written back in 2016 by Laurent Ghio, Quadient’s first Certified Customer Experience Professional. Customer Journey Mapping. Experience. Social Media Image. Customer Experience Resources.

Customer Journey Mapping 52

Customer Journey Mapping 2007 Document 2022 52

Thematic

JUNE 28, 2023

Tell it to be a superstar marketer, a personality like Oprah, or anything really. I chose the following: Then, I asked for five examples of how LLMs will affect the work of customer experience professionals. Analyzing text data, and especially customer feedback at scale, has been a difficult problem to solve.

Customer Experience 62

Customer Experience Social Media Call Center Customers 62

Customer Guru

AUGUST 8, 2018

Aimee Lucas is a Certified Customer Experience Professional and Vice President at Temkin Group, where her research and consulting efforts are dedicated to transforming customer experience within large organizations. Augie Ray is the Research Director in customer experience for Marketing and CX leaders at Gartner.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

Customer Bliss

DECEMBER 22, 2016

In the economic downturn, there was a great and lasting appreciation, understanding and criticality around organic growth of the customer base. Secondly, Omni-channel and social media challenges has increased and driven them to recognise that they must find a clear operational and behavioral way to show up to customers in a different way.

Chief Customer Officer 0

Chief Customer Officer 2017 Social Media Leadership 0

GetFeedback

JULY 19, 2019

Combined viewpoints: Customers are complex and nuanced, just like each of us is. Using both s tructured feedback, like CSAT scores and NPS ratings, with unstructured feedback, like customer’s verbatim responses on surveys and social media, provides a richer, more robust picture of the customer. And guess what?

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

ijgolding

JANUARY 22, 2018

In our modern business landscape, especially with the ever-growing presence of social media in our daily lives, providing consistent positive customer experiences has become critical to maintaining a favourable brand reputation. Design your website with user-experience in mind.

2018 76

2018 Customer Experience Social Media Contact Center 76

Horizon CX

DECEMBER 1, 2023

let’s explore a couple of real-world examples that illustrate the crucial link between CX and strategic goals: Amazon: Customer-Centric Innovation for Market Leadership Alignment with Strategic Goals: Amazon’s relentless focus on customer experience is tightly aligned with its strategic goals.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

Kerry Bodine

FEBRUARY 6, 2017

Here are three lessons that marketers and customer experience professionals (and the advertising agencies they turn to for advice) still need to learn: Stress test your friggin website! How much more would it cost to employ a team of people to actively manage your social media feed for a few hours?

2017 48

2017 Social Media Advertising 2015 48

Oracle

AUGUST 1, 2018

Jeanne Bliss Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. She is one of the foremost experts on customer-centric leadership and the role of the Chief Customer Officer. Learn more.

Webinar 72

Webinar Chief Customer Officer Customer Experience Professionals Social Media 72

Bold360

JANUARY 19, 2017

Customer service has never been more important. Businesses are beginning to understand that customer experience is the difference between social media shares and bad publicity, between creating brand ambassadors or handing over the profits to your competition. Simply put, between conversion and churn. Bill Quiseng.

2017 91

2017 Customer Experience Books Consulting 91

CX University

NOVEMBER 21, 2020

Customer-facing teams in sales and service-orientated environments embrace the concept. Marketing teams use it to get to know their customers, to personalise their brand reach and encourage brand loyalty.

Net Promoter Score 98

Net Promoter Score Brands Loyalty Programs Loyalty 98

Experience Investigators by 360Connext

OCTOBER 5, 2021

What Does a Customer Experience Professional Do? Customer experience professionals have many different titles and many different job descriptions. There are CX leaders who focus primarily on customer insights, like Voice of the Customer programs. The common thread among all these leaders?

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

InteractionMetrics

JUNE 19, 2023

[i] In this way, having a customer experience czar makes a whole lot of sense. CX vs. UX in the Real World In reality, customer experience teams rarely have the top oversight seat in the house. More often, they oversee operational issues or marketing, but not the whole enchilada. But they should.

Loyalty 52

Loyalty Net Promoter Score Touchpoint E Commerce 52

Wootric

FEBRUARY 14, 2019

These authors, speakers, thought-leaders and dedicated customer experience professionals have all helped contribute to the widespread adoption of CX, not just as a strategy, but as a higher goal. Director Analyst: Senior research analyst & executive advisor on Customer Experience at Gartner. Bruce Temkin.

Workshop 67

Workshop Consulting Customer Experience Professionals Books 67

Lumoa

JANUARY 9, 2018

The focus on acquisition, scores and fixing issues has been replaced with outside disruption, market ecosystem expectations (i.e. This will push more aggressive change driven by Customer Experience professionals. Organizational alignment will be most critical – both internally and to the market and customer expectations.

2018 141

2018 Customer Experience Competitive Advantage 2017 141

CX Journey

SEPTEMBER 27, 2016

Pay close attention to weak signals heard or seen about products, services, or markets that don't yet exist. You can also observe how customers are using your products or listen to their feedback. It's important to be aware of them, to keep track of them, to understand them, and then to know when to act on them. On that note.

Social Media 66

Social Media Innovation Government Customer Experience Professionals 66

Lumoa

JANUARY 19, 2023

This is true both in terms of Customer Experience – e.g., are there strategic goals around CSat or NPS ? -, and in terms of broader business objective – e.g., increasing market share, reducing churn, cutting costs, etc. Pro tip : If your customer journey is mostly digital (e.g., website, apps, etc.),

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

ReviewTrackers

SEPTEMBER 12, 2017

As part of this commitment, we have been working with Hootsuite to bring the best customer feedback management experience to the world’s most widely used social relationship platform. Share your best reviews across your social media pages and profiles, including Twitter, Facebook, LinkedIn, and Google.

Brands 28

Brands Social Media Feedback Customer Experience Professionals 28

ProProfs Chat

DECEMBER 7, 2018

Always respond to all feedback on Social Media within minutes, negative and positive since this will announce to the world, you address issues quickly. Be prompt to deliver and respond back to all feedbacks and queries to keep your customers delighted this season. Diane Magers CEO, Customer Experience Professionals Association.

Customer Service 96

Customer Service E Commerce Chief Customer Officer E-support 96

Comm100

MARCH 8, 2017

Follow Martins on Twitter to see why he was named one of The Huffington Post’s Top 100 Customer Service Management Experts. Jeanne Bliss is the Founder and President of CustomerBliss , and the Co-Founder of The Customer Experience Professionals Association. Jeanne Bliss. JeanneBliss. Marsha Collier. Jeannie Walters.

Customer Service 0

Customer Service Chief Customer Officer Customer Centricity Consulting 0

Chattermill

JULY 15, 2018

They get loyal customers who promote their businesses for them, and the customers get experiences that consistently meet or even exceed their expectations. Offering the best CX on the market requires a constant thirst for knowledge and learning, because in this digital age, the CX world is changing all the time.

Events 40

Events Customer Experience 2018 B2B 40