Customer Experience Consulting and Speaking
With all the talk of understanding customers, it’s sort of amazing we haven’t had this discussion before. OF COURSE Lady Gaga is an ideal role model for anyone who wants to focus on community building and customer loyalty. In her new book, Monster Loyalty: How Lady Gaga Turns Followers Into Fanatics, author Jackie Huba discusses [...]
A few years ago, I figured out how to articulate something I knew in my gut: I only work with enlightened leaders. I say this because it takes enlightenment to really understand the importance of working on customer experience as a constant focus, not just a one-off project. It takes enlightenment to create a workplace [...]
Sometimes it’s not just what you say: But how you say it: “Employees must wash hands before returning to their dead-end jobs.” (Clearly the second is not a sanctioned sign, but the fact a CUSTOMER snapped this photo tells us it fits a bit too well with the internal culture.) It’s not surprising to [...]
Look! I made a video for you! After being questioned about what a customer centric culture REALLY has to do with the outside customer experience, I decided the tell you just what I think. What does culture really have to do with the customer experience, anyway!? What do you think? Is the way we communicate [...]
As business owners, we want to believe if we INTEND to have a customer-focused organization, we will! We deliver an experience in the beginning based on who we are, not any plan about how we deliver. It’s organic – we just ARE customer focused. Organizations grow, though, and things happen. Consider the ways growth and [...]
Anyone have a decent business banker? I ask because I, like so many business owners, struggle to find the right match. I’m frustrated. Let me tell you about my banking experience since starting my company. I opened a business banking account with a nice enough banker at a local, independent bank I selected because they [...]
We’re still celebrating Valentine’s Day by dedicating February to a month of love. (Have great stories? We’re still looking!) Customers like to feel appreciated, valued and supported. Here are three ways to show your customers you care. 1. Hire the right employees. Nothing chips away at a relationship like a front-line employee who is indifferent, [...]
We put on our CXI® thinking caps, gathered our tea leaves, turned over our tarot cards, had a little fun, and made some predictions for Customer Experience in 2013. So how about you? What do you think 2013 will hold for customer experience?
I’m excited. I have a video for you today. If you’re reading this it’s safe to assume you are interested in the customer experience. We are committed to taking this concept and turning it into an attitude with positive results for business owners, employees and customers. In order to accomplish this we need to educate and [...]
In light of the current events of late, I’m struggling with what to write. My heart continues to break. This weekend, in search of something positive, I discovered a few TED videos. They made me think, smile, and feel a little better about the future. I hope they will do the same for you. Rediscover [...]
Copyright © 2013 360Connext
All rights reserved