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I’m lucky to have some conversations with smart people all across my industry. Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain swirled with what could be
The following is a Best of 360Connext post. I’m always amazed when organizational leaders don’t recognize the significance of the small things. They say things like “one comment isn’t going to hurt us” or “anecdotes
There is a booming industry around subscription services right now. Birchbox is possibly the best known and one of the most successful business models. But the list of subscription products is a long one now.
Customers don’t care who owns what part of their business, but organizations often do. This conflict leads to customer frustration and decreased loyalty. Think about it. Your org chart most likely is split into what the
What makes a B2B customer experience memorable? Do we really know? When shopping for outside services to help connect us to our customers, we see lots of language about ease of use, cost-effectiveness, and overall
Mapping the journey your customers take with you from their perspective can be a very powerful tool. In B2B experiences, journey maps can become very complicated, very quickly. Who is the customer, exactly? Are we
I had the pleasure of reading Jeanne Bliss’s new book, Chief Customer Officer 2.0, and can’t wait to tell you why you should read it! It’s more than a manifesto and detailed enough to be
Social media as a customer service channel is now a given. Customers turn to this method when they are frustrated, and aren’t afraid to air their grievances publicly. 67% of consumers have used a company’s
If you can find an hour, you can do the following to help improve your customer experience.
I had the unique opportunity to be part of a small crowd of business leaders invited to a special event hosted by American Express. American Express CEO Ken Chenault and Jack Ma, Founder of Alibaba,
