5 Essentials for a Happy Business Travel Experience

I’ve been traveling a lot in the month of March. I’ve been thinking about what it means to be a business traveler (who happens to be a woman) on the road. It’s easy to complain about the parts of the travel experience we don’t like, like airplane passengers who ask to switch with me so I […]

 

Emotions are the Best Customer Metrics After All!

It’s Day two at the Next Generation Customer Experience conference. (You can catch up on my takeaways from day one here!)   Today I was asked to share insights around emotional feedback, along with Kathryn Churches from American Family Insurance. It was a great discussion, and I think the emphasis on emotions underlines one of the biggest […]

 

Key Insights from Next Generation Customer Experience: Day One

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some great conversations about customer experience. There were sessions on co-creating with customers, social media, and customer journey mapping. Throughout all these sessions, as well as the sidebar conversations in […]

 

Do You Know Sandals and Socks Guy? Get to Know YOUR Customers!

Personalization was a big trend at SXSW and it’s no surprise. We humans like when people recognize us. We want to feel known and heard. We want to be seen as the unique individuals we are. What this means for some companies is getting to know customers in really great ways. Quirky Customer Personas I […]

 

5 Reasons Never to Miss SXSW Interactive

I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. It’s fashionable to post emphatically about how there’s no appeal to the massive conference tackling digital and interactive trends each March. This was my sixth visit to SXSW. It has changed dramatically in those six years. […]

 

What Will SXSW Mean for Customer Experience in 2015?

It’s that time again! I’ll be heading to South By Southwest Interactive in Austin, Texas. It’s the crazy, chaotic and somewhat kooky festival that attracts me each year. There is always something that grabs everyone’s attention but is a flash in the technology pan. QR Codes on t-shirts? Worst idea ever. But there they were, […]

 

5 Blogging Tips to Fuel Up Your Content Machine

Blogs are at the center of many content strategies. Ours at 360Connext is no exception! It’s the hub of our thought leadership, our perspective on current events, our “x marks the treasure” spot for our social communities! I write several times a week and I’m often asked how we come up with our content. It’s challenging to write frequently around […]

 

5 Ways To Master your Customer Experience Role

There is a really exciting change happening. Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. We have only just begun the customer experience revolution, and yet, many people have decided to become […]

 

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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5 Essentials for a Happy Business Travel Experience

I've been traveling a lot in the month of March. I've been thinking about what it means to be a business traveler (who happens to be a woman) on … [Read More...]

Customer Metrics

Emotions are the Best Customer Metrics After All!

It's Day two at the Next Generation Customer Experience conference. (You can catch up on my takeaways from day one here!)   Today I … [Read More...]

Next Generation Customer Experience

Key Insights from Next Generation Customer Experience: Day One

I’m speaking at the Next Generation Customer Experience conference in San Diego this week, but today I got to be an attendee and participate in some … [Read More...]

Northwest_Profile

Do You Know Sandals and Socks Guy? Get to Know YOUR Customers!

Personalization was a big trend at SXSW and it’s no surprise. We humans like when people recognize us. We want to feel known and heard. We want to be … [Read More...]

SXSW Interactive

5 Reasons Never to Miss SXSW Interactive

I’ve noticed a lot of blogs and articles and general gripes lately about why SXSW Interactive has jumped the shark. It’s fashionable to post … [Read More...]

Free webinar: Leveraging Customer Feedback

Save These Dates! March Events for Customer Experience Excellence

It's that time of year again! Who says March Madness is only for car dealerships and mattress stores!? We're not having a tent sale or running a huge … [Read More...]

SXSW_predictions

What Will SXSW Mean for Customer Experience in 2015?

It's that time again! I'll be heading to South By Southwest Interactive in Austin, Texas. It's the crazy, chaotic and somewhat kooky festival that … [Read More...]

blogging tips

5 Blogging Tips to Fuel Up Your Content Machine

Blogs are at the center of many content strategies. Ours at 360Connext is no exception! It's the hub of our thought leadership, our … [Read More...]