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 phone, asked me if I was one of those who “did Facebook.” I confirmed I […]
Hug Your Haters: A Groundbreaking New Book by Jay Baer Read More »
It seems to be human nature to focus on the unnecessary but more attractive/compelling/interesting/entertaining distractions instead of the stalwart/steady/reliable but boring items in our everyday lives. How many moments do we give to social media, Buzzfeed, Candy Crush, etc? We do this in spite of having real deadlines, goals, and responsibilities. Sometimes the way we
5 CX Strategy Killers You Need to Get Over Read More »
It’s the time of year we do our best to be grateful. In the United States, we typically do this in part with a turkey dinner and family time in honor of Thanksgiving. But how can we make customer appreciation a living part of the customer journey? Here are 5 easy ways to express customer
5 Customer Appreciation Tweaks Customers Will Gobble Up! Read More »
For those of us who are sports fans (cough cough, Go Cubs!) it’s sometimes weird to hear about our beloved teams as “products.” This term is thrown around a lot by team owners who fight with cities over stadiums and parking lots. In the last few months, I’ve had the privilege of getting an up-close
Sports Lessons – How to Turn Customers into Fans Read More »
Your customers are already evaluating the experience you are delivering. And they’re making decisions because of it. 89% of customers will decide based on customer experience in 2016. How can you create a better customer experience now to compete in this changing marketplace? 1. You need to understand the customer journey of today. You can’t improve on
5 Ways to Create a Better Customer Experience for 2016 Read More »
The ideal customer journey is so tempting. It’s so magical to start designing the beautiful, happy day journey for our customers. On their best day, they fall in love with our products, they get excited at the unexpected moments of delight we offer, and they move on to become evangelists whose loyalty can’t be threatened.
5 Ways to Rock your Worst Case Customer Experience Scenario Read More »
Written by Jon Drachenberg My husband Jason and I recently took a short trip to Sturgeon Bay, Wisconsin, a favorite childhood destination of mine, just to unwind after several chaotic weeks of packing and moving across the city. We were seriously beat, and looking for something much more low-key than our usual trip to a theme
Do WE Belong? Experience is Always Personal Read More »
Did you know that by 2016, 89% of companies will compete mainly by the customer experience they provide? Are you preparing your customer experience strategy for this? Your survey data and customer dashboards only tell part of the story. The last quarter of the year is the perfect time to set your customer experience strategy up
Get Your Experience Strategy Ready for the 4th Quarter! Read More »
Did you know customer experience is the new: marketing customer advantage trend in business user interface answer ???? No. It’s not. It’s not any of these things, and yet I keep seeing blog posts and articles and podcasts and books that make these claims. It’s not new. It’s not a trend. And it’s not only
What Customer Experience Is NOT! Read More »
The following is a Best of 360Connext post. I’m always amazed when organizational leaders don’t recognize the significance of the small things. They say things like “one comment isn’t going to hurt us” or “anecdotes are mostly irrelevant.” Big data is definitely useful in guiding the big decisions, but please do not ignore the little
5 Spectacular Ways To Create the Worst Customer Experience Read More »
