Experience Investigators by 360Connext

SEPTEMBER 26, 2023

Let’s turn ideas into action! Let’s talk! We’ll also take an exciting trek into the strategy of Lego’s adult-targeted, high-tech journey, Delta Air Lines loyalty offerings, and Amazon’s latest offering – end-to-end supply chain management. And How Much Should You Invest?

Loyalty 271

Loyalty Article Technology Customer Experience 271

Experience Investigators by 360Connext

JANUARY 16, 2024

Tune in and let’s move from talk to action in creating exceptional customer experiences. Let’s talk! Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

Customer Experience 143

Customer Experience Leadership Customer Journey Loyalty 143

Experience Investigators by 360Connext

MARCH 12, 2024

Ever found yourself excited about a loyalty program only to be let down by the redemption process? Let’s talk! You’re not alone, and this episode is dedicated to unraveling the complexities of these programs that can enhance or hinder the customer experience.

Loyalty Programs 143

Loyalty Programs Loyalty Roadmap Customer Retention 143

Experience Investigators by 360Connext

OCTOBER 17, 2023

With a focus on the individuals your organization serves, let’s navigate the member experience journey and discover how CX can help you understand and fulfill the promise that you’ve made to your members. Tune in, engage, and let’s revolutionize your member experience. Let’s talk!

Customer Experience 143

Customer Experience Customers Engagement Connections 143

Experience Investigators by 360Connext

DECEMBER 15, 2023

Or they simply talk about it without actually putting any rigor or discipline or even real goals to it. Customer experience will happen whether or not you talk about. Customer-Obsessed Organizations Don’t Stop Talking About CX Organizations that focus on customer experience as part of who they are don’t stop communicating about it.

Communication 304

Communication Customer Experience Customer Journey Mapping Net Promoter Score 304

Experience Investigators by 360Connext

MARCH 5, 2024

So, buckle up, and let’s embark on this enlightening journey together. Let’s talk! And yes, we even touch on our first ‘bleep’ moment, a candid question that opens up a treasure trove of insights. Leave Jeannie a voicemail at askjeannie.vip – and remember to follow her on LinkedIn !

Customer Journey 143

Customer Journey Customers Communication Insights 143

InMoment XI

DECEMBER 27, 2021

In the world of experience (especially when we’re talking about digital customer experience), we’re constantly making predictions or hypotheses about what the customer is expecting from their experience. That’s why it’s so important to let the team know there is no pressure to back up any claims they speak.

Customer Experience 529

Customer Experience Webinar Customers Events 529

InMoment XI

FEBRUARY 22, 2022

Let me give you an example—let’s say you need to understand what customers are saying about your employees each month. You have two options: 1) Download a raw extract of the verbatim and read through it month by month, gain an understanding of what customers are saying, then talk to the team about it.

Download 493

Download Financial Feedback Metrics 493

Magellan Solutions

APRIL 3, 2024

Talk about a surefire way to keep your customers smiling! We’re talking about chat agents who know your business inside and out so they can provide accurate and insightful support that’ll leave your customers feeling like they’ve just struck gold. Consistency is key, folks!

Exceptional Customer Service 96

Exceptional Customer Service Customer Satisfaction Average Handle Time Measurement 96

C3Centricity

JANUARY 16, 2024

Everyone is talking about the importance of customer centricity. Let me explain. But there is a big difference between talking about putting the customer first and doing so. Why Traditional CX is Letting You Down Without You Even Knowing It! The World Has Changed. But they should be actioning quantum customer centricity!

Customer Centricity 90

Customer Centricity Customer Experience Touchpoint Customers 90

Experience Investigators by 360Connext

MAY 11, 2021

Let’s break this down a bit further. Let’s start with your CX Strategy. Let’s start by defining what it’s not: It can’t be “have a great customer experience” or “exceed customer expectations.” What does Customer Experience Management Require? Technology and Tools. Yes, we do.

Customer Experience Management 291

Customer Experience Management Customer Experience Management Government 291

Experience Investigators by 360Connext

FEBRUARY 1, 2022

I talk to customer experience leaders every week who share how they might have heard talk about how important customer experience is for their organization, but they rarely see the action to back that up. Here are five talking points to make help your CEO become great when it comes to CX. . How many have you talked about?

Customer Experience 376

Customer Experience Net Promoter Score Reference 2022 376

Experience Investigators by 360Connext

MARCH 30, 2021

Note from Jeannie: Back in 2012, I recorded a talk for TEDx around what I then referred to as “micro-interactions.” I’ve adapted the talk for you into the article that follows. Let’s look at another example. Let’s look at a better example. Examples of Positive Micromoments.

2011 251

2011 Customer Journey Mapping 2012 Interaction 251

Gainsight

FEBRUARY 7, 2024

Let’s break it down. G2 Scores: The Ultimate Measure of Excellence Before we dive into the specifics, let’s talk about G2 scores. Ease of Use: Unleashing the Power of Customer Data with Gainsight First up, let’s talk about ease of use—a crucial factor in any software’s success.

2024 52

2024 Roadmap Innovation Customer Success 52

Experience Investigators by 360Connext

NOVEMBER 14, 2023

So tune in, and let’s turn knowledge into power, inspiration, and intentional action that can catapult your customer experience strategy to unparalleled heights. Let’s talk! Bottom line – It’s time to elevate your CX game!

Chief Customer Officer 143

Chief Customer Officer Books Measurement Insights 143

ShepHyken

APRIL 9, 2021

When you pick up the call, modulate your tune as you’d talk to a close friend of yours. However, it’s a best practice to let the phone ring for a second or two. So, when a customer calls, let it ring for a second and then answer it. Remember the polite and professional greeting we talked about earlier?

Customer Service 140

Customer Service Call Center Contact Center Article 140

ShepHyken

NOVEMBER 14, 2023

If one of your customers speaks the same language, doesn’t it make sense to let that employee talk to the customer? One way to get more engagement and productivity out of employees is to recognize and appreciate their individuality and make it part of their jobs. For example, an employee may speak a foreign language.

Workshop 148

Workshop Insurance Employee Experience Culture 148

ShepHyken

JUNE 25, 2021

One of the stories that Troy shared resonated with me because it’s exactly the kind of thing that I talk about when it comes to driving lasting change: leaders can’t just talk the talk; they must walk the walk. . Talk is cheap. The story goes something like this. . To drive lasting change… . Share the change vision.

Sports 118

Sports 2019 Leadership Article 118

Lumoa

FEBRUARY 7, 2023

On Twitter, a customer tweets to let their followers know how much they love using your service. In short, anywhere your customer talks about their experience with your business, or interacts with you is an example of VoC. Are customers talking or complaining about the same stuff on all the different channels?

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

ShepHyken

SEPTEMBER 29, 2022

During a recent call with the client, we talked about the posters on the walls. In other words, don’t let the posters be eye candy without action. If you spend the time and effort to create a vision, don’t let it die. Don’t let it become a “flavor of the month” that is replaced by next month’s or next year’s theme.

Customer Service Training 126

Customer Service Training Customer Service Feedback Communication 126

Beyond Philosophy

DECEMBER 8, 2023

First, let’s establish clear definitions for customer loyalty and inertia. In this episode, we talk about how to make this distinction. We also talk about how to develop strategies that nurture genuine customer loyalty. They certainly are, but not all repeat business is a result of loyalty.

Loyalty 88

Loyalty Airlines Workshop Consulting 88

ShepHyken

DECEMBER 19, 2023

After interacting with the chatbot briefly, the bot wrote, “Let me transfer you to an agent,” moving from a chatbot to live chat. Eventually, the live online chat turned into a phone call when the agent wanted more details and knew it would be easier to talk than text.

Customer Centricity 86

Customer Centricity Workshop Customer Service Training Definition 86

Beyond Philosophy

DECEMBER 14, 2023

Now, some of you might be scratching your heads, wondering what I am talking about. Sometimes, it is inertia, and recognizing the difference is what we will talk about today. Let’s begin by defining customer loyalty and inertia. Let’s suppose that something went wrong in the relationship. Click here.

Loyalty 88

Loyalty Rewards Programs Loyalty Programs Airlines 88

Customer Bliss

AUGUST 30, 2021

Yes, an app can let you know the arrival time of your repairman, but it is the man and his handshake and how he cares for your home as he walks in that shows the kind of mother he’s got. Yes, you can pick up your rental car without even talking to a human, but a smile from that guy or gal checking you out can improve that experience.

Books 310

Books Hotels Travel Connections 310

Team Support

MARCH 11, 2024

The Future is Now First things first - let's talk about how customer support has evolved. Hop on board, and let's take this journey together. Bring on the future - let's conquer new horizons together. Is your team ready for the future of customer support? So why wait for the future when you can experience it now?

Social Media 52

Social Media Omnichannel Customer Satisfaction Customer Centricity 52

Team Support

MARCH 11, 2024

The Future is Now First things first - let's talk about how customer support has evolved. Hop on board, and let's take this journey together. Bring on the future - let's conquer new horizons together. Is your team ready for the future of customer support? So why wait for the future when you can experience it now?

Social Media 52

Social Media Omnichannel Customer Satisfaction Customer Centricity 52

Russel Lolacher

OCTOBER 31, 2022

So to start off the episode in which we’re going to talk about humor and joy. So it was a really surreal experience just in what cost the customers already is always right mentality, versus let’s take care of our people. Let’s make them happy. Let’s hope some cultures have changed since then.

Culture 98

Culture Leadership Connections Consulting 98

One Millimeter Mindset

FEBRUARY 1, 2023

This year, let’s make a difference: together. However, their reluctance to make any type of noise (let alone offer relevant insights) renders them passively irrelevant. By now you understand that there is a big difference in being engaged via listening and considering compared with constantly talking.

Consulting 92

Consulting Innovation Leadership Insights 92

ShepHyken

APRIL 20, 2022

The idea is to say something that lets the customer know you understand the problem, you’re in sync with their concerns, and you empathize with their frustration, anger or whatever emotion they’re exhibiting. Let them know you’re in sync with them and what they want to achieve. . In just a short time, I was talking to a rep.

Customer Service Training 128

Customer Service Training Reference Customers Customer Service 128

Interactions

APRIL 26, 2024

When a customer calls a service line and has to repeat their issue multiple times, simplifying it until they frustratedly shout “talk to agent!”, Advanced Conversational AI and human-in-the-loop technology lets callers talk to an IVA just like they would a human. That’s the IVA voice you need.

Interaction 62

Interaction Technology Consumers Customer Centricity 62

Zeisler Consulting

APRIL 30, 2024

Fortunately, the return process was super simple from a Customer’s perspective: The company had included a return label that I could slap right on the exact same box (that we wisely chose not to let the dog get hold of) in which came the original order and all I had to do was swing past any FedEx office to get it back on its way.

Communication 93

Communication Engagement Information Consulting 93

Amity

JULY 30, 2018

Let's get started! Talk Things Out. Talk to your customers, don’t hide from them. Your customers look to you for guidance, so talk to them and learn from them. It lets customers experiment the software without having to tie the knot forever, hence the perceived risk of signing up drops significantly.

Customer Retention 174

Customer Retention Presentation Engagement Information 174

Beyond Philosophy

JUNE 22, 2023

Let’s talk about what she shared here since many of you probably have to deal with this situation in your life, too. Watch Colin talking about this on YouTube: Subscribe to our YouTube channel here to see all the latest videos! ” This second way of talking to myself helped. How we talk to ourselves matters.

Books 143

Books Definition Financial Consulting 143

BirdEye

JUNE 14, 2022

During a recent webinar, we sat down with SEO expert Steve Wiideman to talk about five new changes to Google’s algorithm and how they can directly impact your business. A recent update to Google’s interface now lets business owners update their listings directly through search in a more streamlined way. Google News Showcase.

Webinar 98

Webinar Hotels Advertising Customer Experience Management 98

Win the Customer

NOVEMBER 30, 2020

After telling them that you’d happily help them again, ask them to “let you know if there is anything else you can do for them.” So kindly let them know that. They’ll understand that they’re talking to another human being capable of making mistakes, so they’ll slow down. That’s when you must let the customer know.

Customer Service 170

Customer Service Customer Service Representative Exceptional Customer Service Customers 170

ShepHyken

AUGUST 16, 2023

I wasn’t sure what, but the amount of time he spent talking to the person on the other end of the intercom took much longer than it should have. Second, it’s just not safe to have one employee in the store, let alone late in the evening. At some point, you must trust your employees to do a good job. It was now my turn.

Workshop 118

Workshop Customer Service Training Leadership Customer Service 118

One Millimeter Mindset

JANUARY 26, 2021

First, you stop talking. And perhaps you stop talking a lot. Consider that the best way of collaborating can be letting others do the collaboration: initially and subsequently. You still participate, but your contributions and performance are not determined by the amount of time you spend talking. Let’s get started!

Leadership 84

Leadership Innovation Definition Consulting 84