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. What’s the difference?

Leadership 259

Leadership Customer Experience Customer Centricity Net Promoter Score 259

InMoment XI

JULY 18, 2022

In our last blog about creating an excellent food service customer experience (CX), we talked about how vital customer reviews are to growing your business (and how your customer experience plays a pivotal role in making sure your reviews are positive). . 1: Leveraging Customer Feedback in Operations.

Feedback 492

Feedback Culture Customers Customer Experience 492

InMoment XI

FEBRUARY 3, 2022

If we were to sum up what brands need to know about Gen Z customer experience preferences (and employee experience preferences) in a few words it would go something like this: they’re different. It makes sense, then, that their standards for customer and employee experiences would be higher than ever, too. Revolutionary even.

Employee Experience 529

Employee Experience Brands Social Media Customer Experience 529

Experience Investigators by 360Connext

AUGUST 17, 2021

Cross-functional leadership is a key factor in leading any customer experience program. But whatever you call yourselves, running effective meetings that keep the team engaged, excited, and working together is key to your success. What are Our CX Goals & Objectives? What are Our Roles & Responsibilities?

Customer Experience 364

Customer Experience Net Promoter Score Customer Journey Document 364

BlueOcean

NOVEMBER 13, 2023

Keep your finger on the pulse of the industry. From AI and VoC to EX and TX, here are some resources to inspire for the new year. As customer care teams start planning for 2024, we’ve seen how easy it can be to get stuck in a rut. How are other customer experience leaders delivering? Wise words from CallMiner.

Customer Care 177

Customer Care 2024 Multi-Channel Contact Center 177

InMoment XI

MARCH 6, 2024

The best customer experience quotes can be a great source of inspiration for leadership teams and entire organizations looking to drive their CX transformation. According to research: Companies that earn $1 billion annually can expect to earn, on average, an additional $700 million within 3 years of investing in customer experience.

Customer Experience 260

Customer Experience Social Media Customer Centricity Feedback 260

InMoment XI

JANUARY 27, 2022

It’s no secret that the Head Of Operations and the Head Of Customer Experience often have differing priorities. In fact, COVID-19 has further encouraged most businesses to prioritise a more operational lens, decreasing their focus on the customer experience. We can’t change the past, but what we can do is learn from it.

Airlines 529

Airlines Customer Experience 2022 Financial 529

InMoment XI

MAY 31, 2022

We know that everyone is sick of talking about COVID, but the pandemic has had far-reaching effects on customer experience (CX) and employee experience (EX) that will persist long after the virus is finally contained. The Roots of Heightened Customer Aggression. How Customers and Employees View This Problem.

Employee Experience 529

Employee Experience Airlines 2022 Brands 529

GetFeedback

JANUARY 28, 2020

Although customer retention is cheaper than acquisition, it’s easier said than done. It takes a lot of commitment and dedication to get customers to stay loyal to your business. In this article, we are going to talk about how to use social media to attract and retain customers. But how do you keep customers from leaving?

Social Media 322

Social Media Customer Retention Customers Article 322

BlueOcean

MARCH 19, 2024

On the Blue Ocean blog, we talk a lot about the process of sourcing a strategic partner for your outsourced customer care program. We know a seamless outsourcing transition is essential for maintaining operational efficiency and customer satisfaction, and you need to go on the transition journey with a team of people you barely know.

Customer Care 177

Customer Care Document Sports Communication 177

InMoment XI

NOVEMBER 23, 2021

Black Friday is right around the corner and you know what that means. This once a year occasion means customers are looking for the perfect gift for someone special—and the best deals they can find for the best and most luxurious products on the market. Element #1: Let Customers Speak—and Listen When They Do.

Retail 529

Retail Customer Journey Touchpoint Brands 529

InMoment XI

MAY 2, 2023

Forrester predicts that in the next year, one in five customer experience (CX) programs will disappear, but one in 10 will be stronger than ever. And though it’s easy to feel overwhelmed when you have big obstacles but limited resources, we’re here to tell you success is possible—if you use your time wisely.

Call Center 295

Call Center ROI Download Customer Journey 295

Experience Investigators by 360Connext

JUNE 22, 2021

Nobody thinks they’re neglecting customers… but many are. Some of us live, breathe and constantly think about the customer experience. Business leaders, in fact, have not been trained, educated or even asked to consider customer experience. Even customer journey maps can neglect key phases of the customer experience.

Customer Journey Mapping 297

Customer Journey Mapping Customer Journey E-support Customers 297

Experience Investigators by 360Connext

JANUARY 23, 2024

Customer experience leaders are not just expected to keep up with trends in the marketplace, customer expectations, and technology, we simply MUST do so to serve customers and stay ahead of the competition. Customers often crave personal, empathetic connections and some bots simply aren’t up to the task.

2024 143

2024 Customer Experience Omnichannel Customer Journey Mapping 143

Experience Investigators by 360Connext

JANUARY 21, 2020

How do you make your Voice of the Customer plan more meaningful? Four words: More customer, more voice. Quick Voice of the Customer Overview. You are probably familiar with the term Voice of the Customer, often referred to with the shorthand “VoC.” How Voice of the Customer Usually Goes Down.

Net Promoter Score 225

Net Promoter Score Contact Center NPS Metrics 225

Bill Quiseng

MARCH 20, 2024

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. Today, I want to tell you my real-life customer experience story. I envision that young lady, who I now recognize is only 16 years old, is now a part of the Gen N generation.

Leadership 97

Leadership Hospitality Social Media 2021 97

CX Accelerator

SEPTEMBER 16, 2022

Many leaders do in fact think they are supporting Customer Experience in their organization. Budget, personnel, structure, culture, organizational habits, and lack of demonstrable progress impact sustained operational commitment to customer experience. How much authority will the Customer Experience function be granted?".

Consulting 208

Consulting Culture Insights Customer Experience 208

SurveySensum

MAY 6, 2024

Having a strong personal brand is necessary if you want to be recognized as an authority in your field. Personal Branding Strategies What matters most in personal branding is connecting with your target audience and paying close attention to their feedback. What are the plus points you think can overshadow your competitors?

Brands 52

Brands Social Media Leadership Blog 52

Experience Investigators by 360Connext

JANUARY 18, 2022

Why does Customer Experience Training Matter? It’s common for Customer Experience (CX) to be misunderstood as reactive customer service, support, or even ‘just being nice to customers.’ I like to define Customer Experience as: A mindset. The Common Method of Customer Experience Training.

Culture 378

Culture Customer Centricity Customer Journey Feedback 378

Experience Investigators by 360Connext

JULY 6, 2021

Customer experience (CX) programs often begin with an idea and a dash of sincere enthusiasm…and little else. But what is that cross-functional team supposed to do, exactly? . A Customer Experience Charter can answer that question. A Customer Experience Charter can answer that question. First, Build Your Team.

Document 358

Document Net Promoter Score Government Leadership 358

Beyond Philosophy

DECEMBER 2, 2023

Unleashing the Power of AI vs. Human Touch: Which Delivers a Superior Customer Experience ? As we develop AI into our systems, we will need to determine what AI will replace, what it will augment, and what it will add. Instead, AI should be a way to help employees pay more attention to the needs of customers.

Customer Experience 143

Customer Experience Workshop Consulting Financial 143

Experience Investigators by 360Connext

APRIL 7, 2020

It’s probably safe to say that few of our organizations, no matter how well-meaning, eased perfectly into these new routines of working from home and distancing ourselves physically from our workplaces, our colleagues, our teams and our customers. There is a myth that customer-centric cultures happen by intuition and a little magic.

Customer Centricity 178

Customer Centricity Culture Customer Journey Mapping Customer Journey 178

BlueOcean

JULY 20, 2023

In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process. Let’s explore when and how it makes good business sense to connect with your prospective partners at each stage of the RFP process.

Contact Center 294

Contact Center Travel 2020 Culture 294

ShepHyken

APRIL 25, 2023

One of my favorite concepts to cover in my customer service keynote speeches is to act like an owner. I originally wrote about this in 2011 and shared the story of an 18-year-old server at a pizza restaurant who took so much pride in his work that the guests thought he owned the restaurant. I love this story for two reasons.

2011 102

2011 Workshop Insurance Customer Service Training 102

Retently

JULY 28, 2023

How do you approach customer happiness in your company? Do you simply rely on the generic “the customer is always right” speech, or do you have a customer-centric culture in place that’s overseen by a professional who understands how customers think and feel, and who knows how to get that point of view across to other employees too?

Chief Customer Officer 142

Chief Customer Officer Customer Centricity Call Center Metrics 142

Beyond Philosophy

JUNE 15, 2023

Your brand is in a relationship with your customers. To help yours be more beneficial than not, we have five rules about how to build strong brand relationships with your customers. However, this part isn’t relevant to customers. Deliver on your promises.

Brands 145

Brands Banking Insurance Connections 145

CSM Magazine

MAY 16, 2024

Not only do we hold the keys to business success through data and all the conversations had with customers, but we work in the most friendly, warm and welcoming sector in the form of the contact centre/customer service industry. Celebrating all this is something I love doing each year at the UK National Contact Centre Awards.

Customer Service 52

Customer Service Banking Consulting Events 52

Lumoa

APRIL 28, 2024

Every interaction with your business has the power to build or damage the relationship with your customer – and can directly impact your revenue. 78% of customers have backed out of a purchase due to a poor customer experience (CX). That’s where customer experience platforms come in.

Feedback 83

Feedback Multi-Channel Consulting Social Media 83

ClearAction

APRIL 16, 2024

8 Voice of Customer Keys to CX ROI Lynn Hunsaker Voice of Customer is the basis for customer-centricity. And it should be the basis for how your business is run. Whatever is out of sync with customers costs you a lot in tied-up resources and lost opportunities. Here are 8 better Voice of Customer practices: 1.

Voice of Customer 62

Voice of Customer ROI Customer Centricity Return on Investment 62

Customer Bliss

JANUARY 17, 2020

We are living in a world where customers have the megaphone. That’s actually been one of the most wonderful forcing functions: when finally it wasn’t about who we said we were; it’s about what employees and customers say we are. Honor your customers’ lives. What stupid rules can we kill ?”.

Chief Customer Officer 327

Chief Customer Officer Banking ROI Blog 327

Beyond Philosophy

JANUARY 8, 2021

However, as the COVID-19 vaccine rolls out, we have a chance that is, dare I say, unprecedented to reimagine Customer Experience. We have been through a shocking year of change. Now, we can decide what parts of the change we want to keep to respond to what customers want now. Don’t Be Like the Milkman.

Customer Experience 179

Customer Experience Workshop Travel Consulting 179

Magellan Solutions

MAY 6, 2024

As a business owner, you’re always looking for ways to streamline your operations and get more done with fewer resources. You’re probably curious about the different types of outsourcing that can benefit your company. Did you know that 24% of small businesses outsource to improve efficiency ? Don’t worry!

2011 97

2011 Telecommunications 2012 Return on Investment 97

TechSee

MARCH 2, 2023

Better chatbots, self-service flows, virtual assistants, and AI avatars are being developed worldwide, so how can you find the right AI solution for your organization? What practical impact can I expect based on your track record at scale? What enterprise experience does your team have in my industry?

Roadmap 109

Roadmap ROI Technology Customer Success 109

Beyond Philosophy

JUNE 25, 2021

What do the European Super League failure, vaccine passports, and businesses trying to dodge taking political sides have in common. They are all part of three news stories that, believe it or not, give you insight into improving your Customer Experience. Story #1: The European Super League Creates a Super Big Backlash.

Insights 153

Insights Customer Experience 2021 Books 153

Beyond Philosophy

OCTOBER 8, 2020

You might have noticed that the global pandemic isn’t doing much for your bottom line. You might also be wondering how you can reduce costs to save your assets—even when the economy is robust and healthy. Look at the lifetime value of the customer. We discussed these five rules on a recent podcast. Strive for balance.

Customer Focused 173

Customer Focused Call Center Workshop Consulting 173

Experience Investigators by 360Connext

AUGUST 19, 2020

You’ve heard of SMART goals… But what about SMIRC goals? But the fact these initials can change indicates one limitation: it’s not a one-size-fits-all solution, and often requires some thought into what your specific organization or situation demands. What is a SMIRC Goal? I call it a SMIRC goal.

Customer Experience 265

Customer Experience Net Promoter Score Measurement NPS 265

ShepHyken

JANUARY 25, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. “I Real Leaders) The title of this story is a line we use at my house when a product or service is unusually challenging.

2021 155

2021 Article Customer Service Guest Experience 155