Customer Advocacy is Not What You Think
The following is a Best of 360Connext post. If there is one way to create a better customer experience, it’s this: Advocate. The term advocate is used a lot when referring to kids in the court system, patients in hospitals, and others who […]
5 Keys for Multi-Channel Customer Support
The following is a Best of 360Connext post. Customers are seeking your attention in immediate and demanding ways. They are asking questions on Twitter, but if you are not fast enough in your response, they are jumping on to your […]
Metrics Killed the Customer Experience Star
It is well documented that it costs much more to gain a new customer than to keep an existing one. Aside from the obvious financial ways her math doesn’t work, the long-term outlook doesn’t add up, either.
5 Customer Convenience Considerations (Before you Change Anything!)
The following is a Best of 360Connext post. With busier schedules and comfort with ecommerce, customers are choosing those brands who provide convenience in the way they like – not the other way around. If you are among these brands, […]
Is Your Company Mission Designed for Success or Failure?
Too many companies exist in a world they create and think is reality. They don’t care enough to invest in customer experience evaluation and improvement. They don’t care if your day is ruined.
How to Make Getting Feedback From Customers Even Harder
So what is in it for the customer to provide feedback?
Key Insights to Understand your REAL Customer Needs
The following is a Best of 360Connext post. I’ve sat in many meetings about how great products or services are. I’ve heard from leaders and product managers who RAVE about how this service will change a customer’s life. The only […]
This Simple but Clever Customer Care Idea Will Inspire You
This is a Public Service Announcement: Good guys don’t finish last in customer service! The pressure to stay competitive is more prevalent now. Who has the “raddest and baddest” mobile site? Who came up with the most creative social media campaign […]