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by Robi Ganguly 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
Relationships come and go. It’s a fact of life, and it’s a fact of business. It’s not always due to a bad experience- sometimes it’s just time to move on. It’s important to always remember
by Adam Toporek As readers of Experience Investigators 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
I think intuitively we all accept we’re inundated with more information and content than anyone can actually process. But do you realize how fast this is building? In just a few years, the amount of
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
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 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
The following is a Best of 360Connext post. This post was written for, and a version originally appeared on the philGERBYSHAK blog. Operating your business and scaling your business are two separate ideas, believe it
In many ways, publicity and marketing set the stage for your customers, and it can lead to moments of delight or huge disappointment. Better marketing isn’t the lifeline. Recently, I was contacted by a marketing agency
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
