Blog & Resources

complaints

3 Ways to Win Big When Customers Are Furious

Have you ever had to deal with a customer who was really angry? While most days aren't perfect, if generally takes a lot for us to get red-in-the-face angry.  Of course there are exceptions to this rule, and some people are just ...

Customer Experience Rule No. 1: Don't Be Rude!

In the "not rocket science" category, "Don't Be Rude" has to top the list of customer experience rules. And, yet, certain companies (Zappos, Starbucks) consistently provide experiences that are rudeness-free. And believe me, that grabs a lot of attention. So as we continue ...

3 Ways to Survive Dangerously Casual Customer Reviews

Customer feedback is customer experience gold. That's why there are transaction surveys, experience surveys, customer interviews, customer focus groups (although you know I'm not a fan) and many, many formal ways to gather feedback and use it to improve the ...

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 ...

Slippery Customer Service Issues Put Companies on Thin Ice

People are funny. When I speak to large groups, I always get a handful of people from the audience come up to me afterwards and say something they think is unique, but is something I hear over and over again. ...

Execs Still Don't Get Customer Experience

The following is a Best of 360Connext post. Many executives are interested in improving and understanding customer experience. They want to know how to increase loyalty and revenue and all that good stuff. When Oracle released their White Paper Why Customer ...

7 Simple Customer Considerations to Improve the Experience NOW

The following is a Best of 360Connext post. Much of what I do these days centers around evaluations. I evaluate web sites, shopping processes, social media presences, market trends, communications and more, all to inform my clients about the true ...

Why Customer Comments Are as Valuable as Metrics

Customers love to share. But they generally only share when it serves their own interests, not yours. A survey can yield lots of great feedback from a wide swath of your customer population. Invite comments about their experience and you’re sure to get some ...

Danger Zone: When A Business Doesn't Communicate Change

It's my pleasure to introduce our special guest blogger today! Peggy and I worked together at Vox for more than two years. Well-liked for being sharp-witted and resourceful while adding her special brand of humor and fun to the team, Peggy is ...

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 ...

Connect Jeannie's Brain Directly to Your Inbox.

Get weekly insights & tips to make your day (and your customer’s experience) brighter.