There are plenty of legal risks that could become serious problems within your business. These legal risks include many points that relate to complaints about misrepresentation or items that are not working as well as possible or even issues relating to injuries and other common threats. It is clear that people are often going to […]
4 Ways to Prevent Lawsuits Through Customer Experience Insights Read More »
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 attracted some of the biggest names in customer centricity from all over the retail, hospitality, and financial service industries. Each
Closing the Customer Experience Gap With Mobile Read More »
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 have a big impact on the customer’s experience, such as the phrasing of an email, the verbiage on a sign,
5 Ways Kimpton Builds Great Customer Experiences Read More »
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 information on the web is expected to increase 500%!!! How can anyone break through the noise? I had the great
Content Shock and Content Ignition: A Conversation with Mark Schaefer Read More »
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 a challenge to not only hear the feedback, but to then dispense it to the right groups within your organization.
Tapping Into Real-Time Customer Input Read More »
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 any meeting. Be aware of how often product innovation is discussed as its own end goal, without mentioning how it
Challenging Your Focus on Customers Read More »
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 Tinder, customers are demanding more personalized, instantaneous experiences. But many brands aren’t keeping up, leaving the door wide open for
The Tinderization of Mobile Customer Expectations Read More »
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 or not. It’s easy to get caught up in the daily routine of operating the business. Much of our time
Scaling Your Business Without Alienating Customers Read More »
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. The retail chain was having serious problems with their business results slipping. Certain stores were
How are Marketing and PR Setting Your Customer’s Expectations? Read More »
Spring Break! Fun in the sun! Time away! And then that time you fly home with your family…only to be mistreated so incredibly that writing this blog seems like the only recourse I have. Let me present the facts. We booked a flight to Puerto Vallerta, Mexico in October. We flew from Chicago’s O’Hare airport
This Is What an Epic Customer Experience Fail Looks Like Read More »
