Experience Investigators by 360Connext

JUNE 24, 2015

For more than twenty years, she has helped organizational leadership recognize the importance of customer-focused initiatives in ways that directly impact the business results. The 5 Customer Leadership Competencies. What would life be like if operations were around customer experience and innovation ? Chief Customer Officer 2.0

Leadership 247

Leadership Chief Customer Officer Books Social Media 247

Experience Investigators by 360Connext

APRIL 23, 2024

Leading customer experience efforts within a larger business strategy can offer a blueprint for fostering customer loyalty, enhancing customer (and employee) retention, and ultimately, driving brand loyalty. This means we need to involve and engage stakeholders, leaders, frontline employees, and customers in everything we do.

ROI 260

ROI CEM Net Promoter Score Customer Experience 260

One Millimeter Mindset

JANUARY 28, 2021

How will you wrestle with and leverage change for your professional innovation this year? These January professional innovation posts offer insights, strategy, tips, and pathways to get your career aligned with continuous change. Are You Managing Teams for Innovation or Stasis? Do You Collaborate or Dominate Team Meeetings?

Innovation 121

Innovation 2021 Leadership Consulting 121

InMoment XI

DECEMBER 21, 2021

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. Positive customer experience with employees at your company has a far greater impact on loyalty than does satisfaction with a product or service.

Customer Experience 529

Customer Experience Loyalty Advertising Leadership 529

Experience Investigators by 360Connext

JUNE 22, 2015

Share innovation as it happens. Instead of hiding behind press releases and formal communication, social media engagement allows organizations to speak directly to customers and prospects. Make short videos for Instagram or Vine explaining the innovations as they happen and the challenges around them. Say thank you unexpectedly!

Social Media 233

Social Media Engagement Magazine Innovation 233

CX University

MAY 16, 2023

A positive customer experience can lead to customer loyalty, repeat business, and positive word-of-mouth advertising, while a negative experience can have the opposite effect. In addition, employee engagement is also a critical factor that affects the customer experience.

Engagement 98

Engagement Customer Experience Advertising Culture 98

One Millimeter Mindset

NOVEMBER 12, 2020

Are you creating an innovative customer retention strategy for what is new and next? Because the clients who helped you get to where you were yesterday may not have the capacity for innovative transitions. Five questions for moving one millimeter forward towards an innovative client retention strategy. Contact me here.

Customer Retention 126

Customer Retention Innovation Leadership Sales 126

TechSee

JUNE 16, 2022

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience. At the core of their reporting is a team with a passion for all things customer management, with a focus on Customer Contact and Design & Innovation. Follow on LinkedIn. Follow on LinkedIn.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

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

TechSee

AUGUST 14, 2023

This list is an homage to the business leaders and influencers pushing the envelope when it comes to innovation in customer experience and customer service. As the Head of Customer Support and Engagement at HotDoc, she is responsible for leading the customer support and engagement strategy.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

One Millimeter Mindset

JANUARY 14, 2021

When you are managing teams for innovation, everyone focuses on creating better and better solutions. The concept and execution of managing for innovation is a hot topic in my keynotes, workshops and coaching. First, by focusing on innovation you and your team create outcomes which continuously meet client expectations.

Innovation 91

Innovation Management Workshop Leadership 91

Experience Investigators by 360Connext

DECEMBER 15, 2023

But proactively and intentionally designing and delivering a positive customer experience is all about leadership. It’s part of their internal communications and employee engagement rhythm. An organization’s leadership must believe in the value of customer experience. This means communicating often and earnestly.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Experience Investigators by 360Connext

JULY 11, 2023

However, many customer experience (CX) initiatives fall short of achieving their desired outcomes due to a lack of proactive leadership and strategic planning. Organizations that prioritize customer experience outperform their competitors and enjoy higher customer loyalty, increased revenue, and improved brand reputation.

Customer Experience 110

Customer Experience Competitive Advantage Leadership Customer Centricity 110

TechSee

FEBRUARY 6, 2024

AI-powered CX automation can help leadership automate routine customer tasks, personalize customer interactions, and automate customer service at scale. This creates a more engaging and personalized experience, increasing customer satisfaction and loyalty. However, advanced AI automation can be a daunting undertaking.

Customer Satisfaction 109

Customer Satisfaction Leadership Interaction Loyalty 109

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

InMoment XI

MARCH 27, 2024

A well-crafted automotive reputation management strategy is essential for any auto brand looking to build trust, foster customer loyalty, and thrive in a competitive market environment. Positive perceptions lead to increased sales and customer loyalty, while negative perceptions can harm sales and brand value.

Automotive 260

Automotive Management Social Media 2024 260

One Millimeter Mindset

DECEMBER 3, 2020

Are you prepared to have HR leadership conversations which reinforce yesterday and today? How will your own HR leadership conversations qualify and quantify the value of change? And continue building a culture of HR leadership conversations. Engage me to present a One Millimeter Mindset program! Are you listening?

Leadership 86

Leadership Workshop Innovation 2020 86

Customer Bliss

JULY 11, 2017

Catherine is committed to delivering world-class products and services that drive customer adoption, loyalty and business results. She advocates a design-thinking approach, which focuses on customer empathy, experimentation, design, and innovation. About Catherine. Don’t necessarily just pitch the role.

Leadership 0

Leadership Customer Experience 2013 2011 0

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. Leadership is about integrity.

2015 217

2015 Leadership Innovation 2014 217

Customer Bliss

SEPTEMBER 12, 2019

Forrester Chief Research Officer Carrie Johnson said , of these findings, “How an experience makes customers feel has a bigger influence on their brand loyalty than any other factor.” Unite leadership in customer-asset growth definition and communication. Be Proactive About Experience Reliability and Innovation.

Chief Customer Officer 135

Chief Customer Officer Leadership Definition Metrics 135

CSM Magazine

MARCH 20, 2024

This distinctive model, coupled with a leadership team that boasts over five decades of customer support outsourcing experience with Fortune 500 behemoths in the Philippines—including titans such as Microsoft, American Express, Allstate, United Healthcare, and T-Mobile—positions it uniquely.

2001 52

2001 Customer Experience Contact Center Competitive Advantage 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. appeared first on Customer Experience Consulting.

Technology 265

Technology Customer Experience Social Media 2015 265

Horizon CX

DECEMBER 1, 2023

The Art of Selling CX: Convincing Skeptical Senior Leaders on Customer Experience Success Introduction In the dynamic landscape of customer experience (CX) management, the journey extends beyond strategic implementation; it’s a constant process of persuasion and selling ideas, especially to senior leadership.

Customer Centricity 52

Customer Centricity Automotive E Commerce Fashion 52

ProProfs Chat

APRIL 30, 2020

So hold on to your customers and have a look at some expert tips to engage customers during COVID-19. Tips for Customer Engagement in COVID-19 Outbreak. Opt for Innovative Ways to Reach out to Your Customers. So, sending proactive alerts, messages, and reminders regularly is the best answer to customer engagement in COVID-19.

Engagement 85

Engagement Loyalty Programs Social Media Innovation 85

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

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.

Customer Experience 282

Customer Experience Social Media White Paper Poor Customer Service 282

Experience Investigators by 360Connext

AUGUST 22, 2023

Gain Leadership Buy-In for CX A lot of leaders think that CX costs and doesn’t deliver. An executive invested in the customer experience will inspire innovation and motivate their team. Collaborate and engage to find solutions to any new challenges you face. It sounds like a lot of work, because it is. But it’s worth the effort!

Customer Experience 143

Customer Experience Feedback Customers Customer Centricity 143

Experience Investigators by 360Connext

APRIL 21, 2015

Be aware of how often product innovation is discussed as its own end goal, without mentioning how it meets the needs of customers. The evaluations always lead to improvements which then lead to results like increased online conversions or loyalty. In the next few weeks at your organization, see if you can identify some themes.

B2B 285

B2B B2C Social Media Innovation 285

One Millimeter Mindset

AUGUST 11, 2021

Have you ever felt marginalized, dismissed, or even excluded as a member of one professional culture trying to engage in a cross-functional team? First, this strategy catalyzes teams to take a more non-traditional, less habit-bound, direction for engagement. Then engage me to present a One Millimeter Mindset program!

Innovation 116

Innovation Culture Leadership Events 116

One Millimeter Mindset

MAY 11, 2022

If you continuously engage in damage control occurring towards the middle of the sale, project, or hiring process, it’s time to take a step back. Plus, it is a wonderful way to develop client relationships resulting in loyalty and customer retention.) Then engage me to present a One Millimeter Mindset program! Make sense?

Innovation 88

Innovation Customer Retention Sales Consulting 88

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

One Millimeter Mindset

SEPTEMBER 10, 2018

Business growth either leverages profitable leadership communication. I recently became “that” disgruntled customer based on lack of leadership communication across the organization. As degradation of services became more frequent, I exercised leadership communication. Or it showcases collaboration gaps. And here’s the thing.

Leadership 61

Leadership Communication Workshop Customer Retention 61

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). Innovation is “owned” by one part of the organization who doesn’t have any contact with customers. Think about it.

B2B 278

B2B Net Promoter Score Effort Score Loyalty 278

One Millimeter Mindset

NOVEMBER 17, 2021

Customer experience drives customer loyalty. . Then engage me to present a One Millimeter Mindset program! Change Agent | Collaboration Catalyst | Complex Problem Solver | Professional Innovation | Cross Functional Leadership | Speaker, Consultant, Coach, Author |. Delivered virtually or in-person.

Leadership 91

Leadership Workshop Innovation Reference 91

John Paul

JULY 17, 2018

Premier worldwide leader in loyalty solutions and brand hospitality to serve Asia Pacific clients across banking, luxury, technology, automotive, FMCG and hospitality sectors. This executive hire will further recruitment in senior commercial leadership positions in key countries in the Region. Andrew Quake, CEO APAC John Paul.

Leadership 40

Leadership Automotive Hospitality Travel 40

One Millimeter Mindset

SEPTEMBER 13, 2018

These 3 Industry40 soft skills are mandatory skills for personal development and leadership success in Today’s and Tomorrow’s evolving, complex business ecosystem. Instead, isn’t it time to develop the leadership soft skills for Tomorrow and the Future? Beyond our current personal development and leadership comfort levels?

Leadership 71

Leadership Workshop 2015 Communication 71

ijgolding

JUNE 9, 2015

However, for a business to most effectively leverage the competencies of CXPs, it is vital that they are supported by a critical and powerful ingredient – transformational leadership. An organisations approach to Customer Experience will live or die on the strength of transformational leadership. A customer-centric organisation.

Customer Experience Professionals 119

Customer Experience Professionals Leadership Customer Experience Customer Centricity 119