Customer Experience Consulting and Speaking
Few phrases conjure up more anxiety than “we’re lost.” It’s difficult for some of us to even remember life before Global Positioning Satellites (GPS) navigation saved us from that feeling many times. We listen as Bertha or Simon or whomever we have named as the voice in the machine tell us to calmly “Turn Left” [...]
Humans like things that make sense. Math. Logic. GPS Directions. Customer journeys are often represented in the same way. The sales funnel is so simple, in theory. We put the many prospects in the top, they travel willingly and orderly through the funnel, and POP! They exit into a converting customer. Bravo! But customer experience [...]
You’ve heard of death by PowerPoint, right? That feeling when the presenter, whether in a conference or company meeting, is reading poorly worded phrases off generic bulleted lists is enough to kill any enthusiasm in the room. The same thing can happen with customer experience. Death by design sneaks into culture, into presentations and into [...]
Sometimes things just present themselves. As we announced our theme for the month of June was findability – a critical component to the customer experience – a few of us attended various conferences and noticed something. Event navigation – the way attendees, presenters, exhibitors and others find their way around a typically new experience – [...]
The 360Connext team has been putting a lot of thought into what it means to be a member of the CXI® Club. We believe our subscribers should get the first look at our exclusive customer experience insights. Being a member should mean more than joining our social activity and receiving a monthly re-cap of our content. Our May edition of [...]
Is there anything more frustrating than trying to find what you believe is a core function of a web site and NOT being able to do so? How about searching for a restroom in a busy department store with a total lack of helpful signage? What about the app you KNEW you downloaded last week [...]
For the entire month, we’ve been exploring and discussing the multi-channel experience which is quickly considered the new normal. Multi-channel experience is challenging. You have to get your ducks in a row. You have to centralize your message. You have to understand the media and the device and the context of where the customer is [...]
I love when we get microinteraction submissions from members of our community! It shows two things: 1. These small moments matter. Just as we preach around here, those small moments we have to interact with customers (or just fellow humans) are precious. They should enlighten, entertain or educate. They should make someone feel better instead [...]
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. Still not getting what they want, they seek [...]
One of today’s most important trends in business is to utilize mobile in order to go where our customers are. We don’t tell them what medium to use. We adapt our efforts to reach out where they like to be. But what about letting your employees thrive in an environment best for them? When looking at [...]
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