Customer Experience Consulting and Speaking
Last week was a wonderful chance to connect with several other customer experience professionals at the Chicago Customer Experience Professionals Association (CXPA) Local Networking Event. We ate, drank and chatted about what issues we’re facing. One thing that comes up over and over again is how challenging it can be to close the loop on [...]
Company organizational culture is debated, celebrated and, in some cases, misguided. We’ve had some really great reactions to our focus thus far on how employee engagement and internal experience influence the customer experience of any company. Organizational culture is often seen as how companies treat employees – do they provide adequate time off and flexibility? [...]
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, [...]
Many executives are interested in improving the 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. 70% of shoppers have stopped buying goods or [...]
We’ve been having some fun over at the 360Connext Facebook wall (have you LIKED us yet!?) and started posting trivia questions this week. On Mondays, we’re posting a fun trivia question and the winner gets a prize! No, really. This week, we’re sending our pal Ryan a freshly signed copy of Marketing In The Round by [...]
According to a recent study by Gartner, between 10 – 15% of all social media reviews will be fake by 2014. “Many marketers have turned to paying for positive reviews with cash, coupons and promotions including additional hits on YouTube videos in order to pique site visitors’ interests in the hope of increasing sales, customer [...]
My theory is that the way policy is written has something to do with this. So I looked up some mission statements, and here is what I found.
Today, I’m participating in the second Members Insight Exchange of the Customer Experience Professionals Association (CXPA) in beautiful San Diego at the even more beautiful Hotel del Coronado. It’s been a great start, including case studies, tools, roundtable discussions and more. One of the first presenters was Simon Lowe from 1-800-GOT-JUNK? which has built an [...]
One story could tell a company SO much about their customer experience.
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