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Customer-Centric Culture Barriers and Ways to Address Them

“We believe in a customer-centric culture!” “Our values include putting the customer in the center of everything we do.” “We are committed to being customer-centric.” …

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Closing the Customer Experience Gap With Mobile

I recently had the opportunity to attend San Diego’s Next Generation Customer Experience conference and present a session on the role of mobile in closing the gap in customer experience. The conference attracted some of

5 Ways Kimpton Builds Great Customer Experiences

As readers of 360Connext are aware, micromoments help form an integral part of any customer experience. micromoments are those little parts of the customer experience, often overlooked by organizations, that can have a big impact on

Tapping Into Real-Time Customer Input

Have you ever struggled with how you can listen better to your customers? What if you have lots of them? What if they love your product enough to be passionate about sharing feedback? It can be

Challenging Your Focus on Customers

I have a challenge for you. In the next few weeks at your organization, see if you can identify some themes. Keep a tally of how many times the product is mentioned compared to the customer, in

The Tinderization of Mobile Customer Expectations

The world is changing, and fast. We’ve come to accept the incredible pace of innovation. But have you thought of how it’s impacting your customer’s expectations? With the widespread acceptance of apps like Uber and

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