Connecting with Customers In The Moment: How These Brands Nailed It

Customers live in the moment. There are many things we can do to create memorable moments for customers. Funny signs, thoughtful gifts, and sincere messages are all great things to help improve the experience. But sometimes the things that leave […]

 

What IS a Customer Touchpoint?

The following is a Best of 360Connext post. Touchpoints within the customer journey help define a lot of moments, both good and not-so-good. According to Wikipedia, the definition of a touchpoint is: Touchpoint (also touch point, contact point, point of contact) is business jargon […]

 

What Does It Take To Be A Customer Focused Organization?

The following is a Best of 360Connext post. We Want to Believe. As business owners, we want to believe if we INTEND to have a customer-focused organization, we will! We deliver an experience in the beginning based on who we […]

 

6 Ways to Keep it Real for Everyone: Diversity In Experience Planning

Considering how process-focused experience planning can be, it’s not terribly surprising to realize how diversity is often overlooked as a key ingredient in successful customer experience strategies. Diversity is a critical component, in my opinion. The world is incredibly diverse, […]

 

3 Reasons I Love Ann Handley – and Her Book!

How was I not in Boston for MarketingProfs B2B Forum? Seriously. How did this happen? It’s a long story and one I hope to rectify next year, but instead I had to settle for the countless tweets, posts and photos […]

 

5 Key Questions for Designing Your Ideal Customer Experience

The following is a Best of 360Connext post. You know what I have observed about entrepreneurs? They deliver an experience based on who they are. There is nothing more organic than how a passionate entrepreneur creates experiences for his or […]

 

Love Your Customers, Love Your Profession!

For the second year in a row, customer experience professionals around the globe celebrated Customer Experience Day, affectionately known as CX Day. In Chicago, I was happy to be a part of the celebration, as one of the Customer Experience […]

 

5 Ways to Instill Customer Focused Values Throughout your Organization

Customer experience is about so much more than call-center scripts or proper protocol around customer complaints. The best companies, the ones we know as customer experience leaders, adopt a customer focused view to everything. They instill the values that matter, not […]

 

Customer Experience Consulting

86% of buyers will pay more for a better customer experience.

But only 1% of customers feel that organizations consistently meet, or exceed, their expectations.

Your organization could beat the odds with a customer experience consulting firm that deploys a unique approach: Customer Experience Investigation® to evaluate the current reality of your business’s customer journey. Strategies are then developed to give you a competitive advantage. Our customer experience consulting methodologies emphasize a results driven and customer centric culture.

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Shark

Connecting with Customers In The Moment: How These Brands Nailed It

Customers live in the moment. There are many things we can do to create memorable moments for … Read More

Customer Touchpoint

What IS a Customer Touchpoint?

The following is a Best of 360Connext post. Touchpoints within the customer journey help define a … Read More

customer focused organization culture

What Does It Take To Be A Customer Focused Organization?

The following is a Best of 360Connext post. We Want to Believe. As business owners, we want to … Read More

diversity

6 Ways to Keep it Real for Everyone: Diversity In Experience Planning

Considering how process-focused experience planning can be, it's not terribly surprising to realize … Read More

Everybody_Writes_cover

3 Reasons I Love Ann Handley – and Her Book!

How was I not in Boston for MarketingProfs B2B Forum? Seriously. How did this happen? It's a long … Read More

Ideal Customer Experience

5 Key Questions for Designing Your Ideal Customer Experience

The following is a Best of 360Connext post. You know what I have observed about … Read More

CX_Pros_slide

Love Your Customers, Love Your Profession!

For the second year in a row, customer experience professionals around the globe celebrated Customer … Read More

rackspace_tee

5 Ways to Instill Customer Focused Values Throughout your Organization

Customer experience is about so much more than call-center scripts or proper protocol around … Read More