Blog & Resources

Communications

Customer Experience Is… What, Exactly?

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 ...

How are Marketing and PR Setting Your Customer’s Expectations?

In many ways, publicity and marketing set the stage for your customers, and it can lead to moments of delight or huge disappointment. Better marketing isn't the lifeline. Recently, I was contacted by a marketing agency regarding one of their clients. ...

Social Customer Care: What Every Marketer Needs to Know

We get asked a lot about how to help customers in the 24/7 always-connected world we live in. Customers turn to social media to get questions answered quickly, report issues about products, praise great service and much more. And yet ...

The Road to Customer Frustration is Paved with Good Intentions

One of my mother's favorite expressions was "the road to hell is paved with good intentions." This well-worn phrase allows us to examine what we're really doing, and not just the why. Words don't do much unless they're backed with action. ...

Slippery Customer Service Issues Put Companies on Thin Ice

People are funny. When I speak to large groups, I always get a handful of people from the audience come up to me afterwards and say something they think is unique, but is something I hear over and over again. ...

4 Prevailing Customer Experience Challenges and How To Confront Them

Customer experience, as a field or discipline, is still pretty new in the grand scheme of things. While most companies understand the need for a CFO, most of them do not understand the need for a CCO (Chief Customer Officer). ...

Your Email Subscriptions Can Destroy Real Connections

Email marketers are following terrible advice. This seems to be the case as I keep seeing the same thing over and over and over again. Many of us who make it a point to network, exchange business cards and contacts ...

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 ...

4 Engagement Strategies to Diversify Your Customer Experience

Diversity can be a very tricky thing, especially when we think about how it impacts the customer experience. As soon as you make a declaration like "Our company is diverse!” you become guilty of looking at people the very way we don't want to ...

Creating Epic Customer Connections: Six Win/Win Employee Engagement Tips

I always hear about someone’s last bad experience as a customer when I tell people that 360Connext is focused on the customer experience. And most of the time, it’s due to a company employee or group of employees. The rest ...

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