I always feel a little bad when I inevitably silence the room with a simple question.
What is customer experience? According to Wikipedia, it’s this: Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It can also be used to mean an individual experience over one transaction; the distinction is […]
Understanding what your customers are doing when is such a sexy, intriguing topic. We all want to better comprehend why our customers behave the way they do and when they make certain choices. If we can understand that, then we can understand what and how and when to sell, communicate and appreciate them! That’s why […]
I have a challenge for you. In the next few weeks at your organization, see if you can identify some themes. Keep a tally of how many times the product is mentioned compared to the customer, in any meeting. Be aware of how often product innovation is discussed as its own end goal, without mentioning how it […]
The following is a Best of 360Connext post. Customers live in the moment. There are many things we can do to create memorable moments for customers. Funny signs, thoughtful gifts, and sincere messages are all great things to help improve the experience. But sometimes the things that leave a lasting impression aren’t dazzling and delightful. […]
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 […]
Word of mouth means action. What drives customers to buy from you? What drives you to make a purchase? Nielsen’s Global Trust in Advertising and Brand Messages is loaded with interesting facts, but what stands out the most to me is the evidence that word of mouth is the most powerful form of influence your brand […]