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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.” …

Is Your Mission Customer-Focused, or an Empty Promise?

What’s your customer experience mission? I have introduced the idea of customer experience to many people.  I’m excited that it’s finally catching on!  But it seems most business leaders have only a basic understanding of the phrase. When we get right down to

Content Marketing Advice You Can't Afford to Miss

Content marketing is such a big trend and for good reason! (In case you didn’t know it, the only marketing we’ve ever done here at 360Connext is blogging, speaking and social sharing.) I’m a believer.

Emotions are the Best Customer Metrics After All!

It’s Day two at the Next Generation Customer Experience conference. (You can catch up on my takeaways from day one here!)   Today I was asked to share insights around emotional feedback, along with Kathryn Churches from