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. […]
The following is a Best of 360Connext post. I’ve sat in many meetings about how great products or services are. I’ve heard from leaders and product managers who RAVE about how this service will change a customer’s life. The only problem? Customers don’t seem to know about it, don’t seem to care, or don’t get […]
The following is a Best of 360Connext post. Customer experience is always a little tricky to explain. It’s just so darn big. What doesn’t it cover (not much) and who is responsible (good question). Often, customer experience is translated into user experience – the front-end digital experience of users. They are not the same, but […]
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 rest of this year? Here are a few changes we can expect for the […]
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 experience seriously. Challenge: Our Mission Lacks a Customer-Centric Soul I believe the most important part […]
You don’t know what you think you know. Metrics only tell half the tale.
Everyone’s had a bad breakup. Remember that old romance that started off strong and then ended with rage and disgust? You know the one that always makes you roll your eyes whenever someone mentions it, because it ended on such horrible terms? With Valentine’s day upon us, I’m reminded of one such breakup. But this […]