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Customer Interview Guidebook

Get the Free Guidebook. Get customer insights surveys can’t deliver. How can customer interviews make your organization more customer-centric?

3 Ways You Are Ruining Your Customer's Day

Your organization might be well-meaning but still ruining your customer’s day. The mission at 360Connext is simple, but we believe it’s important: We’re on a mission to create fewer ruined days for customers. I started

Mobile Innovation Is Not About Your Phone!

What if the future of mobile has nothing to do with the phone in your hand? While “Mobile First” has been the mantra for at least the last few years for most smart companies, it’s

What is the Meaning of Quality to Customers?

Quality is an interesting word. We toss it around when discussing products, describing them as “high quality” or lacking it altogether. But what really is the meaning of quality? According to the dictionary, here is

Your Process Flows Don't Know Jack!

A client was really excited to share something: “We have finally done all our process maps!” She was the newly appointed customer service director, and she had heard mapping was important. Several months later, and

When Does Your Customer Experience Start?

I heard this question while speaking to a group not too long ago. It’s a great – and surprisingly complex – inquiry. When I quizzed the group, here are a few ideas I heard: “The

5 Reasons your Website Users are SO Frustrated

I’d hope by this point anyone reading this blog understands that my passion for customer experience is a holistic one. I don’t believe one aspect or theory or channel is the “right” way. I believe

3 Ways to Survive Dangerously Casual Customer Reviews

Customer feedback is customer experience gold. That’s why there are transaction surveys, experience surveys, customer interviews, customer focus groups (although you know I’m not a fan) and many, many formal ways to gather feedback and