Tying the Knot on Top-Notch Customer Service
A group of grocery stores is causing a stir in Chicagoland. Mariano’s, owned by the larger Roundy’s organization, moved into the Chicago market a few years ago and continues to gain fans. With the personalized service, outstanding selection and in-store cafe options, they’ve built a loyal following of customers. I didn’t have much experience with […]
Great Customer Experience: A Light Breeze
Have you ever not realized how great something was until after you should have? A friend who is more “there for you” than you ever realized. A car that isn’t quite as finicky as you thought. Or a colleague who maybe isn’t so bad after all. We’ve all been there, and I had my “a-ha” moment […]
Customer Experience Rockstars: A Snapshot Of ModTimber
Customer experience is all about people. Customer engagement and satisfaction are great concepts, but creating outstanding customer experiences comes down to simple personal interaction and care. I recently had an experience that reminded me just how far passion and care can take you when it comes to customer experience. Last week, I met a man named […]
“Such Poor Customer Experience!” 3 Industries I Hear About Every Day
While many of the readers of this blog (that’s you!) are familiar with customer experience terms and ideas, most people still are not. It’s not uncommon to get a bit of a long stare after I answer the question of “what do you do?” at a cocktail party or on an airplane. So I explain our […]
Social Customer Care: What Every Marketer Needs to Know
We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. And yet many companies still don’t quite get it right. What about you? It’s easy to “set […]
Customer Experience Undercover: What Is Mystery Shopping?
The following is a Best of 360Connext post. Who needs mystery shoppers? You do. If you sell anything to anyone, you would do yourself a world of good by enlisting mystery shoppers (sometimes called secret shoppers) into your customer insights mix. But I have a specific beef with the standard way mystery shopping works. But, first, […]
How To Expand Your C-Suite Without Creating New Silos
The following is a Best of 360Connext post. The titles at the highest levels of business used to be simple. CEO. COO. Then came the CTO and the CMO. And now there is much overlap and confusion over who does what, exactly? As more companies enlist the titles of Chief Customer Officer and Chief Digital […]
Destructive Leadership Practices: Is Your CEO in Denial?
The following is a Best of 360Connext post. We have a saying around here. We only work with “enlightened leaders.” I started saying that after a particularly challenging consulting exercise. I was working with a growing technology company. They had a lot of great things going for them. New revenue, lots of press and attention […]