3 of the WORST Customer Experience Metrics

Sure, information is great, but if you’re tracking the wrong things it’s the garbage in-garbage out model that leads to poor experiences, frustrated customers, and negative word-of-mouth.

 

Social Media Forecast: 5 Changes in the Social Customer Climate

We’re almost at the end of summer already, folks!  Is your social media strategy ready for what’s coming next? The social customer experience continues to change at a dizzying pace. Don’t be caught off guard! What’s in our social media forecast for […]

 

The Outstanding Characteristic of Successful Customer Experience Mapping

I’ve become a fan of live theater. A year ago, I would have never uttered those words. I didn’t think I could have an equally rich experience compared to people who could hear. Even to this day, it’s not everyday […]

 

Customer Experience Strategy: Your Journey to Enlightened Leadership

What’s the process like? It’s a common question we get regarding what we do. There really isn’t a perfect one-size-fits-all solution to creating a customer experience strategy that gets results, but there are different options for organizations who take customer […]

 

4 Ways to Change Organizational Perspective on Customer Experience

I don’t really have a problem with the fact large organizations need departments, divisions or even small companies. It’s the way they speak of it that bothers me.

 

5 Leadership Biases that Hinder Success in Business

There is a natural conflict of interest between companies and customers. It’s natural for any organization to have goals that don’t align perfectly with the goals of their customers. The company wants to turn a profit. The customer wants to pay the lowest price […]

 

Social Media Innovation at the Hands of the Users

Have you heard of Jelly yet? The idea, as outlined in the promotional video, is simple. Using the app on your mobile device, snap a picture of something, or find it on Google, and ask the Jelly community a question about it. Walk […]

 

Best of 360Connext: Performance Metrics Are Great, But Always Late

You don’t know what you think you know. Metrics only tell half the tale.

 

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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3 of the WORST Customer Experience Metrics

The following is a Best of 360Connext post. Customer Experience is a slippery subject. Some people … Read More

Social Media Forecast

Social Media Forecast: 5 Changes in the Social Customer Climate

We're almost at the end of summer already, folks!  Is your social media strategy ready for what's … Read More

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The Outstanding Characteristic of Successful Customer Experience Mapping

I've become a fan of live theater. A year ago, I would have never uttered those words. I … Read More

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Customer Experience Strategy: Your Journey to Enlightened Leadership

What's the process like? It's a common question we get regarding what we do. There really isn't a … Read More

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4 Ways to Change Organizational Perspective on Customer Experience

Much of what I do is centered around walking in the customer's shoes, thus the Customer Experience … Read More

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5 Leadership Biases that Hinder Success in Business

There is a natural conflict of interest between companies and customers. It's natural for … Read More

Social Media Innovation

Social Media Innovation at the Hands of the Users

Have you heard of Jelly yet? The idea, as outlined in the promotional video, is simple. Using … Read More

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Best of 360Connext: Performance Metrics Are Great, But Always Late

In other words, you don't know what you think you know. Many a business guru have promoted metrics … Read More