micromoments

Leveraging the Concept of G.L.U.E. to Improve the Customer Experience

Gartner released research that showed by 2016 that 89% of companies will compete mainly on the customer experience they provide. To demonstrate how the experience has grown in importance, that number was 34% back in 2011. The challenge for today’s business is how to differentiate the experience they provide and stand out in a sea of …

Leveraging the Concept of G.L.U.E. to Improve the Customer Experience Read More »

5 Ways Kimpton Builds Great Customer Experiences

As readers of 360Connext are aware, micromoments help form an integral part of any customer experience. micromoments are those little parts of the customer experience, often overlooked by organizations, that can have a big impact on the customer’s experience, such as the phrasing of an email, the verbiage on a sign, or the greeting an organization …

5 Ways Kimpton Builds Great Customer Experiences Read More »

Tying the Knot on Top-Notch Customer Service

A group of grocery stores is causing a stir in Chicagoland. Mariano’s, owned by the larger Roundy’s organization, moved into the Chicago market a few years ago and continues to gain fans. With the personalized service, outstanding selection and in-store cafe options, they’ve built a loyal following of customers. I didn’t have much experience with …

Tying the Knot on Top-Notch Customer Service Read More »