Blog & Resources

evaluation

How to Create the Best Customer Experience Solutions

Customer experience solutions are readily available these days. There are robust platforms that promise a seamless journey for your customers. There are feedback tools to help you gather JUST the perfect, most meaningful insights. And there are data sets and ...
customer experience solutions

The Best Brands Focus on Emotion for CX Success

What is the backbone of CX success? They say in every relationship, it's important to have more positive interactions than negative ones. In the healthiest of relationships, the ratio of positive to negative is 2:1 or greater. The same holds ...
cx success

Why Human Connections Never Go Out of Style

The world is fast. Technology invades every part of our lives, both in good and possibly not-so-good ways. As we rely ever-more heavily on the communication tools of any trade today, like email and texting, we crave more emotional and ...

5 Reasons Your Marketing Needs Human Evaluation

Jeannie Walters, speaker, writer and CEO of 360Connext, recently visited us at Hallmark and we had the opportunity to discuss the intricate weaving of the disciplines between marketing and customer experience. Jeannie and I share something in common:  a passion ...
marketing

How to Create Your Punch List for Quick CX Wins

Have you ever lived through a major renovation project or lived through construction of a house or condo? I say "lived through" because it can be harrowing, on a #firstworldproblems level for sure, but harrowing nonetheless. Selecting the right shade ...
quick CX wins

5 Killer Mid-Year Review Questions You Need to Ask Now

I hate to break this to you, but we're more than half-way through the calendar year. Have you done a mid-year review yet? This is a critical time to review your goals for this year and check your progress. But ...

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 ...

Is Your Company Self-Aware?

There are people in the world who just lack self-awareness. You know the type. Those who speak at full volume in a movie theater. Those characters who tell inappropriate jokes and silence the room, but continue laughing at their humor. Or ...

How Metrics Hide Serious Customer Experience Problems

It's not every day you solve a $50,000 problem. That's what the customer service manager had just done. It was a billing issue that fooled the company's CRM system into thinking a customer's payment had been processed when it really ...

Why Outside-In Thinking Is So Difficult

Whenever embarking on a customer experience investigation™, which is what we do to help our clients walk in their customer's shoes, we discuss why this is so challenging. It's easy to think, "I get it. I get what our customers ...

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