Author Steven R. Covey, in his classic book, The 7 Habits of Highly Effective People , broke down what high achievers do consistently to maintain …
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
What is a Touchpoint? According to Wikipedia, the definition of a touchpoint is: Touchpoint (also touch point, contact point, point of contact) is business jargon for any encounter where customers and business engage to
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
Brains are fascinating. The very thing that allows me to write this blog is both an abstract idea to me and a very concrete part of my anatomy. They are simple muscles in one regard and
What do customers talk about after interacting with your company? Most likely, one of two things happens. They tell their friends all about the painful, frustrating experience of an interaction gone wrong. Or…they tell their friends
I always feel a little bad when I inevitably silence the room with a simple question.
How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. You may be among those
(A Best of 360Connext post) Ever walk in on a couple who is in the middle of a fight? It’s human to want to back away slowly, hoping they don’t see you. It’s awkward and
What do you think when someone tells you about something that’s “gone viral?” These days, your first thought may be Covid-19, but going viral is still a surprisingly common way of describing a funny video, cringe-worthy
Do millennials really approach everything differently than generations before them? Or are the challenges of designing for them simply the same challenges as designing and delivering experiences for any group? Yes, millennials approach the world
