Blog & Resources

Anne

The Best Email Blunder Comeback Ever

In the midst of some serious turbulence at 34,000 feet, I needed some distraction. Rather than contemplate how white my knuckles were turning from gripping my own legs, I opened up my laptop and thought about something awesome: the micromoment ...

Are You a Brand that Honors or Discounts Customer Emotions?

Quick solutions for customer service issues create fleeting moments of delight. They don't always end with a long-lasting impression of your brand. Being able to quickly solve customer service issues is instantly gratifying for the customer... but it's dangerous to rely on fast ...

Work Culture Hacks for Employers Who Aren't Google

If you neglect this ONE thing, your employees won't care much about anything else. And that's work culture. Unfortunately, about 70% of U.S. employees are disengaged, according to Gallup. As simple and tempting as it may seem, money is not ...

Big Shoulders Coffee is Winning the Customer Experience Battle. Are You?

You guys. I met an actual, living and breathing creature who is the model of an enlightened leader we often speak of at 360Connext. Allow me to introduce you to Tim Coonan, founder of Chicago's Big Shoulders Coffee. He exists! ...

13 Tough Questions to Skyrocket Customer Experience Improvement

Do you have leader grit? Customer experience improvement is not for the faint of heart. The truth can be hard to face but enlightened leaders recognize their customers as emotional beings. They put more value on the experience and relationship ...

Grilled Cheese Joint Delivers Customer Centric Service With QR Code

First, let me apologize. This post might make you drool. It's about grilled cheese! But that's not what determined Feburary's micromoment of the Month. For the most part. How Can a QR Code Possibly Support Customer-Centric Service? I know, right? ...

In the Arms of Your Rival: 5 Ways to Turn Customer Relationships Against You

Breaking up. It's nobody's favorite thing. Maybe the ex was possessive. Or made the other feel neglected. But sometimes it's just about being the right match. We kind of feel the same way with our brands. When we're ready to ...

Why Did Beer + Transparency Earn Micromoment of the Month?

Do you know the feeling when you want to slide down your chair and under the desk after making a silly mistake at the expense of someone else...like a customer? Or are you proactive and immediately take responsibility? To make ...

4 CX Myths: Let's Blow Them to Pieces

Only four, you ask? Please. I have a plently of myths busted. This is a teaser for an upcoming slideshare. Customer Experience is gaining some momentum and rightly so. This is for all the nay-sayers and doubtfuls out there. Four ...

10 Most Popular Posts to Start Your Customer Centric Year

If you're like me and the kitchen is considered Danger Zone (some naughty Elf seems to keep putting leftover sweets in my line of sight) and you need distraction, snack on these posts your customers are hoping you'll read! The ...

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