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 […]