Blog & Resources

measurement

Document THIS! Betrayed by Customer Experience Documentation

There's a funny thing about customer experience documentation. (Or any kind of documentation, for that matter.) It only works if you look at it. And update it. Then revise it based on reality. And let's face it, that rarely happens. ...

Beware: Destructive Customer Experience Advice is Everywhere!

When it comes to customer experience, there is no shortage of advice. Maybe your boss read "that book" on how to map your customer's journey. Or maybe you were tasked with being the "customer experience" guy and dove into the ...

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 ...

Improve the Customer Experience In 60 Minutes or Less

"It's just so much!" It's a refrain I hear and live every day. Executives tell me: There is usually so much we COULD do with customer experience. We want to provide more, better, faster...but in order to do that for ...

Emotions are the Best Customer Metrics After All!

It's Day two at the Next Generation Customer Experience conference. (You can catch up on my takeaways from day one here!) Jeannie Walters and Kathryn Churches   Today I was asked to share insights around emotional feedback, along with Kathryn Churches from ...

Metrics Killed the Customer Experience Star

The following is a Best of 360Connext post. Nuance is a small or subtle distinction. It's difficult to see, let alone measure. And yet, we are doing our best to only respond to metrics in business. So many companies rely so ...

How to Make Getting Feedback From Customers Even Harder

The following is a Best of 360Connext post.  Where will you be when the call comes in? Let's say it's a Tuesday. You're minding your own business. You might even be minding the affairs of your own business, as I ...

3 of the WORST Customer Experience Metrics

 Customer Experience is a slippery subject. Some people jump right to Customer Service - thinking of call centers, Time-Life operators, and ignorant technical support folks.  Others think of the way they feel when they are finished with a transaction. It's ...

Performance Metrics Are Great, But Always Late

In other words, you don't know what you think you know. Many a business guru have promoted metrics as the end-all of business goals. Set a goal, measure key performance indicators, and adjust accordingly. Which is great. Except they're always late. ...

Are Your KPI's Leading You to a Disaster?

A few years ago, when I would mention “customer experience” to business people, I often received the same response. Smiling, nodding, then changing the subject or brushing me off completely. It just wasn't important enough to them at the time. ...

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