Blog & Resources

micromoment

4 Ways Core Values Build Muscles for Your Brand

What are your company’s core values? It seems like a simple question. And though most of us have a solid vision of what kind of experience we want to deliver, many of us would need to think about core values ...

This Simple but Clever Customer Care Idea Will Inspire You

This is a Public Service Announcement: Good guys don't finish last in customer service! The pressure to stay competitive is more prevalent now. Who has the "raddest and baddest" mobile site? Who came up with the most creative social media campaign ...

Empowered Employees Outshine "By the Book" Service

My mother, Jane Reuss, is a Member Engagement Advisor for Life Time Fitness. When visiting her at her office recently, I was befuddled when I saw a cute pyramid of water bottles wrapped in gym towels on the counter behind her ...

Unbeatable Customer Delight: How Geico Makes You Laugh, And Buy

A standout case of customer delight has earned April's micromoment of the Month! Last Saturday at 9pm, I announced dinner time to my cats using my Geico Hump Day Camel impression, just like I do every night. “Guess what time ...

A Baker's Dozen Ways to Move Past the If-Thens by Really Thanking Customers

Many companies offer customers and employees incentives and rewards, and that's great. But these are typically expected and attached to an "If___ then___" Sign up now and get 1 month for free! Renew your plan and receive a free iPad!" ...

Lessons in Experience Planning from the Masters

Ask any parent and they'll tell you that a family vacation is often something that feels anything but relaxing. Traveling with kids can be stressful and parents are never really off duty, so to speak. And yet we do it. ...

Spooky Micromoments Linger

Happy Halloween! Do you know what a FUSER is? I didn't, either. Our micromoment of the month is an oldie but goodie. Why are we so obsessed about micromoments around here? Well, it started almost a year ago, when I ...

Youtility and Strategies for Earning Loyalty

I just finished reading Jay Baer's new book, Youtility: Why Smart Marketing is About HELP and not HYPE, and I'm really, really excited about reviewing it. It fits so nicely into our theme of rewarding loyalty this month. Baer actually ...

Loyalty Rewards of the Future

Another month, another theme here at 360Connext! This time, we're pointing our Customer Experience Investigation™ magnifying glasses on the challenges and successes that come with loyalty rewards. What does it really take to be rewarded for loyalty? Customers used to feel ...

Micromoment of the Month: GrubHub Delights Employees

The thought of working somewhere banal terrifies me. If I was in such a situation, I'm telling you, my work performance might be mundane. Or worse, I'll be driven away. But great companies know a stimulating and rewarding workplace keeps ...

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