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 […]

 

10 Ways Customer Experience Rocks Your World

The following is a best of 360Connext post. Times have changed. A few years ago, I would utter the phrase “customer experience” and get the strangest looks from people. Today, there is much head nodding. People get what it means […]

 

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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Recent Posts

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

Customer Experience

10 Ways Customer Experience Rocks Your World

The following is a best of 360Connext post. Times have changed. A few years ago, I would utter … Read More