Blog & Resources

employee engagement

Customer Centric Culture: From The Inside Out

Look! I made a video for you! :) After being questioned frequently about this, I decided it was time to tell you just what I think. How does a customer centric culture affect the outside customer experience?  http://www.youtube.com/watch?v=Jdf1s3jutVs Is the ...

Money As a Motivator: Not What You Think

We've talked about how important it is to create a powerful employee culture to deliver a superior customer experience. So how does money as a motivator work? It doesn't. At least not the way you think. I'm really excited today ...

Culture as Customer Experience King

In case you thought it was April Fool's, we're actually into the second quarter. This month, we're tackling the idea of customer-centric culture as customer experience idea #1. Little else has the impact on the experience you deliver to your customers more ...

Setting Rules For Emotionally Engaging Customers

Earlier, we discussed how diversity impacts the customer experience. Diversity is so tricky, right? The minute you announce "we are diverse!" is the moment you are suddenly looking at people the very way we don't want to be viewed. We ...

Blast from the Past – It's a (REALLY, REALLY) Small World

I'm away from the office this week, so enjoy this blast from the past! This is not about social media. Yes, social media has led to the little guy taking on the big guys, like Dave Carroll of "United Breaks ...

Blast from the Past – 5 Things You Think Are Working…But Probably Aren't

I am away this week so please enjoy this blast from the past, originally published in 2011! I write and speak A LOT about how important evaluation is. The first step to understanding your customer experience is to truly, realistically ...

Ignorance is No Excuse

Are your people ignorant? I ask because sometimes when I have to share the hard facts of what I've learned through a Customer Experience Investigation(TM), it's often about people. "Your salesperson was unfamiliar with your product." "Your customer service rep ...

What Adoration Looks Like

There are people who are honored. And then there are people who honor others. One of the first clients I had when I launched 360Connext almost 3 years ago was Leana Flowers, Chief Human Resources Officer at Shore Bank. Leana ...

Costco, Customer Experience Success & Little Things.

Last night, in a strange moment, I found myself watching a CNBC show about Costco. Yes, Costco - the mega discount warehouse chain. Here's a clip from The Costco Craze. Some fascinating tidbits from the show: The company never advertises. ...

Why Customer Anecdotes Can Tell You As Much as Metrics

Customers like to share. But they share when it's about them, not you. Send a survey and you'll receive great feedback from a wide swath of your customer population. Ask for comments about their experience and you're sure to get ...

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