Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. Change or eliminate touchpoints that aren’t working for the customer’s benefit.

Touchpoint 187

Touchpoint Customer Experience Professionals Advertising Social Media 187

Experience Investigators by 360Connext

FEBRUARY 4, 2019

So what should today’s customer experience professional do about all these touchpoints? Owning the never-ending list is part of the customer experience professionals role now. Change or eliminate touchpoints that aren’t working for the customer’s benefit.

Touchpoint 173

Touchpoint Customer Experience Professionals Advertising Social Media 173

Experience Investigators by 360Connext

MARCH 9, 2015

Our blog here at 360Connext is of course a good place to start, but I also follow blogs focused on retail, metrics, customer service, and more. If you’re serious about becoming a customer experience professional, then the Customer Experience Professionals Association is the place for you.

Customer Experience 287

Customer Experience Chief Customer Officer Customer Experience Professionals Leadership 287

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

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

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. It’s also not realistic to insert a clunky survey experience in the middle of a sleek mobile tool.

Customer Journey 143

Customer Journey Feedback Social Media Customer Journey Mapping 143

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 116

2022 Customer Success White Paper Social Media 116

TechSee

JUNE 16, 2022

He has 30 years of experience in inbound, outbound, chat, analytics, AI, and social media. Jim has been instrumental in setting up services for the customers needing quick and apt solutions for their daily customer experience needs. Jeanne Bliss, Founder and CEO at Customer Bliss. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

Experience Investigators by 360Connext

SEPTEMBER 17, 2019

CX Day is a day all about learning, sharing, and celebrating with the Customer Experience community. The first wave of customer experience professionals have had to create our own paths. There was no text book or standard curriculum when it came to customer experience. Take Advantage of Social Media.

2019 146

2019 Social Media Webinar Events 146

Hallmark Business Connections

JULY 27, 2021

Incorporate social media. People who engage regularly with a company on social media are often ideal targets for personalized marketing pieces. Test the Waters: Try Life Event Marketing. Data is Like an Amusement Park.

Marketing 98

Marketing Events Social Media 2021 98

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. Only when you know your customers inside-out will you be able to captivate and delight them. What do they really think of your products and services?

Customer Experience 124

Customer Experience Multi-Channel Social Media Touchpoint 124

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

Thematic

JUNE 28, 2023

I chose the following: Then, I asked for five examples of how LLMs will affect the work of customer experience professionals. LLMs for personalized experiences on tap: This has potential, but I’m not convinced the technology is there yet. Here are the answers: 1.

Customer Experience 62

Customer Experience Social Media Call Center Customers 62

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

SurveySensum

JULY 9, 2021

Do we need to post more on social media?” . 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? And then they ask themselves, . “Do Should we dive headfirst into the latest marketing trend?”.

Social Media 98

Social Media ROI Loyalty NPS 98

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.

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

Kustomer

AUGUST 26, 2022

Experience This! Customer retention expert Joey Coleman and social media expert Dan Gingiss host this lively podcast. Their ‘quick-hit’ segments deliver customer-focused tips, tools and trends for optimizing your brand strategy through customer service. Learn Customer Service Secrets on the Kustomer Podcast.

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

CX Accelerator

MARCH 9, 2020

Having spent the first six years of my professional career working with some of my closest friends in a tight-knit office where my work was well-respected, I got comfortable. I could see the writing on the wall and feared that my role in managing social media and PR for a local boutique agency might soon be in jeopardy.

Contact Center 182

Contact Center Social Media Travel Advertising 182

CX Accelerator

MARCH 9, 2020

Having spent the first six years of my professional career working with some of my closest friends in a tight-knit office where my work was well-respected, I got comfortable. I could see the writing on the wall and feared that my role in managing social media and PR for a local boutique agency might soon be in jeopardy.

Contact Center 182

Contact Center Social Media Travel Advertising 182

Customer Guru

AUGUST 8, 2018

He has extensive experience in retail, wholesale, franchising, and small business and has a strong belief in positive customer experience. She has over 16 years of experience in areas of market research, program management, marketing, instructional design, and training. Aimee Lucas Follow @Aimee_Lucas.

Customer Experience 130

Customer Experience Chief Customer Officer Consulting Customer Experience Professionals 130

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Well, dial back your expectations a little.

Customer Centricity 282

Customer Centricity Social Media Customer Service Representative Contact Center 282

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

Comm100

AUGUST 16, 2019

With robocalls sowing distrust in the telephone as a communication method, businesses need to diversify their customer service offerings or risk getting left behind. Social media encompasses Facebook, Twitter, Instagram, etc. Emails or phone calls can feel distant and professional, texting is much less formal.

Communication 40

Communication Social Media Contact Center Travel 40

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

Natalie Petouhof

SEPTEMBER 22, 2016

But if they are doing all that, why do customer still report, in large part, that their experience of most brands is not up to snuff? What I discovered is that there are two groups of people that think about customer / digital experience, but in very different ways. So how could that be? DrNatalie Petouhoff.

Customer Experience 69

Customer Experience Customer Experience Professionals Social Media 2016 69

CX Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Well, dial back your expectations a little.

Customer Centricity 208

Customer Centricity Social Media Customer Service Representative Contact Center 208

Clarabridge

OCTOBER 2, 2018

CXPA’s 6 th Annual Worldwide CX Day presents a fantastic opportunity for Clarabridge to celebrate the increasing significance of customer experience for businesses across the globe. The ability to incorporate data-driven insights into corporate strategy remains an essential component of providing the best customer experience possible.

CEM 40

CEM Social Media Events Webinar 40

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 Accelerator

SEPTEMBER 24, 2019

Most people know what salespeople or customer service representatives do. But it’s not usually the case that Customer Experience professionals experience the same level of understanding about what they do and what their job roles are for. Well, dial back your expectations a little.

Customer Centricity 182

Customer Centricity Social Media Customer Service Representative Contact Center 182

CX University

NOVEMBER 21, 2020

Underpinned by a rock-solid customer experience strategy, deliberate and differentiated customer experiences deliver business results by growing brand loyalty organically, by focusing on customer success, customer effort and customer emotion.

Net Promoter Score 98

Net Promoter Score Brands Loyalty Programs Loyalty 98

Horizon CX

DECEMBER 1, 2023

Customer Loyalty and Retention Studies: Explore studies that delve into the correlation between customer loyalty, retention, and financial success. Industry-Specific Customer Experience Reports: Many industries release reports that focus on the state of customer experience within that sector.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

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.

2021 367

2021 Social Media Contact Center Customer Journey Mapping 367

Alida

AUGUST 8, 2016

Jobs most at risk are those which include repetition (like tracking, customer satisfaction, and concept testing), those which can be performed faster by a computer (coding, reporting, charting), and those that can be performed better by a computer (scripting, progress management and social media).

Marketing 174

Marketing 2016 Customer Centricity Presentation 174