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3 Ways Your Small Business Can Clobber the Big Guys

There's a joke about being at the top in any small business. The title of founder or president, in its deceptively simple way, covers a multitude of jobs. You can't just run the business by doing the work, you have ...

Changing Customer Behavior: Your Brain Loves a Story

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 totally complex, almost spiritual, machines ...

Why Claims of History Fail to Impress Today’s Customers

One of my favorite things to do is to facilitate a co-creation session with a client and their customers. They always lead to incredible insights thanks to the honest feedback of those in the room. Recently, I facilitated a session with a ...

Hug Your Haters: A Groundbreaking New Book by Jay Baer

Don't get me started. People just want to complain and complain and shout from their Facebook page. I say forget it! This was the start of a very bumpy ride with a cab driver recently. He saw me on my ...

Customer Experience Is… What, Exactly?

What is customer experience? According to Wikipedia, it's this: Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It ...

Scaling Your Business Without Alienating Customers

The following is a Best of 360Connext post. Operating your business and scaling your business are two separate ideas, believe it or not. It’s easy to get caught up in the daily routine of operating the business. Much of outr ...

How are Marketing and PR Setting Your Customer’s Expectations?

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 regarding one of their clients. ...

5 Essentials for a Happy Business Travel Experience

I've been traveling a lot in the month of March. I've been thinking about what it means to be a business traveler (who happens to be a woman) on the road. It's easy to complain about the parts of the ...

The Frustrating but Successful Content Marketing Path

About a year ago, we began dedicating ourselves to a more intentional and dedicated content marketing strategy. We're a small business that serves a larger market, so having our potential clients find us became critical. Our goals were simple, but difficult ...

Challenges of Understanding the Customer Journey End-to-End

Many customers experience the product or service offered by an organization differently than how the organization anticipates. Some of this has to do with where the journey actually begins and ends. Understanding the customer journey end-to-end helps brands innovate around ...

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