One of the most rewarding parts of being a Customer Experience Investigator™ is when a client and I gather people from all departments of their organization to map the customer journey touchpoints. We  call these CXI® Touchpoint Discovery Workshops because they are not only about the actual touchpoint mapping, but about seeing the customer journey from a […]

Should pricing be considered part of the customer experience? YES.

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 experience. But many customers don’t want to answer your survey questions. They’d rather tweet about […]

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 in another. The more we learn about brains, the more fascinating they become. We’re totally […]

What do customers talk about after interacting with your company? Most likely, one of two things happens. They tell their friends all about the painful, frustrating experience of an interaction gone wrong. Or…they tell their friends how happy they were with the service of such an exceptionally helpful, friendly representative for your company. In fact, these […]

How important is customer experience in your organization? Most executives now consider customer experience a priority, but so many of them are still not ready to get serious about it. You may be among those who don’t have the resources necessary to improve the big picture, but you still have the power to improve customer […]

(A Best of 360Connext post) Ever walk in on a couple who is in the middle of a fight? It’s human to want to back away slowly, hoping they don’t see you. It’s awkward and uncomfortable. We don’t like it. Organizational culture can reveal itself to customers in the same awkward and uncomfortable way. If your […]

Do millennials really approach everything differently than generations before them? Or are the challenges of designing for them simply the same challenges as designing and delivering experiences for any group? Yes, millennials approach the world a little differently. But so does every generation. What should we remember as we design workplaces as we update customer […]

Thoughts from the Cleveland Clinic Patient Empathy Summit (Part 1) I had the immense honor of being a part of the Cleveland Clinic Patient Empathy Summit. This is the place where the idea of patient experience became a reality. These are the people who are making it happen. To say I was impressed is an […]

Most agree that loyalty is often the holy grail of Customer Experience… But the way we define loyalty tends to vary. Creating loyal customers is often seen as the end goal. The raison d’etre for many companies. After all, loyal customers mean more revenue, more repeat business, more referrals… More, more, more! Yes, loyal customers […]