2015 is locked and loaded, right? All set with your shiny new strategies and bold new plans? It’s ok if you’re facing the calendar and thinking “already!?” We’ve all been there. We have big plans ourselves in 2015. In the months ahead, 360Connext will be offering some great content to help you deliver MORE for […]
Archives for December 2014
We had a great 2014 but more importantly, customers did, too! Leaders of all types of organizations began to walk the talk around improving their customer experience. We know they craved information which helped them take action and get results, and that’s what our blog is all about. Are you ready to make 2015 even […]
No matter how many processes, systems or auto-responders you have in place, people like people. We not only like people, we forgive them.
As a full-time experience designer with 15 years of experience, it takes something pretty spectacular to turn my head. Eye-popping innovation for top-notch service Ebay’s new retail store (an effort with the until now on-line only Rebecca Minkoff store) didn’t just make me turn my head, it made me look twice. The new flagship store is […]
Customer experience is more than a full-time job. It’s more than a project. It’s more than a department. The best organizations spend plenty of time considering how to deliver exceptional experiences. The very best organizations then act upon those ideas quickly and with vigor. As we face the new year, I thought it would be […]
For leaders to make smart decisions about who the best, most loyal and most profitable customers are, they need to understand the makeup of the customer population. This often means creating special loyalty programs, elite experiences, and special perks to maintain the top 1% of customers. How do you gauge customer value? Airlines have recently taken to creating secret, […]
I love to hang around with entrepreneurs. Full of energy and passion, they are warriors committed to taking down the tired, old big companies. They wholeheartedly believe their company/product/service/culture is THE BEST. Unfortunately, all that passion doesn’t translate to a sustainable customer experience strategy. What happens when companies scale? Here are some ways entrepreneurs typically fail at customer experience: […]