There is a really exciting change happening. Organizations across a wide range of industries are creating positions like Chief Customer Officer and Customer Experience Executive. They’ve realized the importance of investing in the overall experience of customers, and that doing so generates phenomenal business results. We have only just begun the customer experience revolution, and […]

Words matter. And in a time when we abuse the heck out of them, they actually matter more. Literally. 😉 Imagine how often I hear words being used with the best of intentions, but not tied to anything remotely related to the actual customer experience. Allow me to share a few examples. 1. “The Year […]

FAQ is another one of those terms we didn’t even know before the dawn of the internet age. Most of us were blissfully unaware of this acronym for “Frequently Asked Questions” now living on many web sites. When we ask our clients a question like “What are your touchpoints?” we get a lengthy list of the […]

As more leaders discuss becoming customer-centric, I wonder how many actually walk the talk and put actions into their plans. What if customer-centric ideas and tactics were included in all strategy plans? A strategy that is truly customer customer-focused needs to include ideas like these: 1. Mention customers in your KPI’s. Profit and revenue and new customer growth are important […]

The following is a Best of 360Connext post. As Dr. Phil likes to say, “People do what works.” If it works to ignore loyalty, people will continue to do that. Consider how most business leaders and sales teams are compensated. It’s all about the NEW. New sales, new clients, new customers. Growth in the market […]