Blog & Resources

competition

3 Tips to Make You Overcome Fear of Disruption

Disruption is a word that can inspire fear. After all, disruption is what led to the fall of many companies who considered themselves "too big to fail." Disruption is what led to the doors closing at chain bookstores across the ...
disruption

Focus on the Negative Experiences to Get Positive Results

Recent data from InMoment revealed how missing expectations for customers has a greater impact than meeting or even exceeding those expectations. So while you might be doing your best to provide those wow moments for your customers, your competitors might ...

Are You Talking Yourself Out of Innovating?

Brands need to keep innovating. To stay ahead of the market, they need to offer the "what's next" to stave off the competition. Innovation is about responding to the market, anticipating needs, and using a little magic to appeal to customers. ...

5 Ways One-on-One Customer Communication Builds Loyalty

Consumers have power. In the old-school approaches to business, companies thought they were essential if they sold goods and services people wanted. Nowadays, the abundance of competition means that no single company can afford to become complacent. For long-term success, they ...

Your Journey Map is Incomplete without Competitors

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 mapping for the purchaser of ...

Metrics Killed the Customer Experience Star

The following is a Best of 360Connext post. Nuance is a small or subtle distinction. It's difficult to see, let alone measure. And yet, we are doing our best to only respond to metrics in business. So many companies rely so ...

The 5 Deadly Sins Against Customer-Centric Innovation

It’s no surprise when I hear that many business leaders believe they are investing in innovation. The real surprise, perhaps,  is how those investments are not paying off. Traditional organizational culture has a tendency not only to create a sub par environment for customer-centric innovation, but to completely discourage ...

The Best Company Feedback is the Toughest to Hear

Feedback is essential to your business. As an employer, you need to consistently provide feedback to employees to ensure they stay focused, know what their goals are, to recognize them for what they’re doing well and point out what they ...

SXSW 2014: 3 Vital Lessons about Customer Expectations

After four days exploring topics, trends and margaritas at South By Southwest Interactive Festival in Austin, Texas, I'm starting to pull apart the trends which rose to the surface. From my perspective, there was no total trend like there has ...

How Your Competitive Advantage Dissolves in Apathy

There will always be at least one company you fear. There might always be a juggernaut you are chasing or a start-up nipping at your heels. And although you really DO need to worry about those guys, they actually are not your ...

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