The following is a Best of 360Connext post. Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ‘Satisfaction’ is No Longer Good Enough, the stats caused quite a stir, and rightfully so. […]
Archives for September 2014
The following is a Best of 360Connext post. Don’t you love feeling appreciated? Don’t you hate feeling overlooked? Customers every day are expressing how they feel – publicly – about these emotions. And yet, there are simple ways to reward customers. Check out these simple ways to increase customer loyalty. 1. Surprise with random, small […]
If there is one way to create a better customer experience, it’s this: Advocate. The term advocate is typically used when referring to kids in the court system, patients in hospitals, or others who have difficulty standing up for themselves. Caretakers often advocate for their loved ones by asking questions, probing deeper, then helping them understand the implications and steps to treatment. But what […]
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 Facebook page. That new “Like” is actually just a subtle way of asking for help. […]
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.
Customers want convenience on their terms, not yours. 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, then you understand that customers want convenience on their terms, not yours. Convenience, according to […]
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.