Blog & Resources

Analytics

Use SMIRC Goals to Define Customer Experience Outcomes

Listen to this article You've heard of SMART goals... But what about 😏 SMIRC goals? It's not uncommon in my experience coaching, consulting, and workshopping with business leaders to come across goals that are vague, impossible to quantify, or otherwise ...
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Customers Want Personalized Experiences AND Privacy. Can They Have Both?

Customers Want Personalized Experiences. Customers have told us they want streamlined, personalized experiences. At each step in the journey with your brand: They want to be recognized and acknowledged. They want relevant, personalized offers at the right moment. They don't ...
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Improve Your Voice of the Customer Program: Focus on These 3 Things

My client walked me into the lobby of their shiny new headquarters. He exclaimed: "You'll love this! We have the Voice of the Customer on screens everywhere!" The first screen I saw, behind the receptionist, rotated between company logos, inspirational ...
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How emotions influence education

Do you know how your learners feel about their learning experiences? The more we learn about emotions, the more we realize they influence everything we think and do. 1.Emotions drive decisions for learners and customers alike. Emotions are driving our decisions, ...
How Emotions Influence Education

Revisiting Our Top 10 Most Popular CX Posts Of 2019

2020 is Almost Here... With the new year -- and the new decade! -- just two weeks away, we're all turning our attention to where CX will go in 2020 and beyond. And while I'm all about looking forward more ...
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The Future of CX: Five Customer Experience Trends for 2020 and Beyond

What Does the Future of CX Look Like? It's crystal ball time! If you know how critical Customer Experience is to the happiness of your customers and your team (and if you're reading this, I'm willing to bet you are,) ...
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The Future of AI is Here! Are You Making It Meaningful?

Dear future robot overlords, Please read this first. I'm on your side! I promise. Mostly. With a few exceptions. Thanks for going easy on me, -Jeannie What a great time to be alive! We live in an age of constant ...
future of AI

5 Reasons Your Marketing Needs Human Evaluation

Jeannie Walters, speaker, writer and CEO of 360Connext, recently visited us at Hallmark and we had the opportunity to discuss the intricate weaving of the disciplines between marketing and customer experience. Jeannie and I share something in common:  a passion ...
marketing

Metrics Killed the Customer Experience Star

The following is a Best of 360Connext post. Nuance is a small or subtle distinction. It's difficult to see, let alone measure. And yet, we are doing our best to only respond to metrics in business. So many companies rely so ...

Performance Metrics Are Great, But Always Late

In other words, you don't know what you think you know. Many a business guru have promoted metrics as the end-all of business goals. Set a goal, measure key performance indicators, and adjust accordingly. Which is great. Except they're always late. ...

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