Blog & Resources

online experience

THE Customer Experience Question That Silences The Room

I've been involved in many launches. Launches of web sites, mostly, but launches of other things, too, like products or new brands or companies. Launches are exciting. People work very, very hard for much longer than any customer most likely ...

Customer Experience Is… What, Exactly?

What is customer experience? According to Wikipedia, it's this: Customer experience (CX) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It ...

Challenging Your Focus on Customers

I have a challenge for you. In the next few weeks at your organization, see if you can identify some themes. Keep a tally of how many times the product is mentioned compared to the customer, in any meeting. Be aware of ...

Connecting with Customers In The Moment: How These Brands Nailed It

The following is a Best of 360Connext post. Customers live in the moment. There are many things we can do to create memorable moments for customers. Funny signs, thoughtful gifts, and sincere messages are all great things to help improve ...

User Experience vs. Customer Experience

The following is a Best of 360Connext post. Customer experience is always a little tricky to explain. It's just so darn big. What doesn't it cover (not much) and who is responsible (good question). Often, customer experience is translated into ...

3 Ways to Prevent Negative Word of Mouth

Word of mouth means action. What drives customers to buy from you? What drives you to make a purchase? Nielsen’s Global Trust in Advertising and Brand Messages is loaded with interesting facts, but what stands out the most to me ...

Combining Customer Support And Facebook to Maximize Your Leads

Social Media: When we see those two words together, it represents a revolution in the communications landscape. Over the past several years we've been creating communities, building relationships, and providing transparency and brand trust while serving and connecting customers more quickly. But ...

13 Tough Questions to Skyrocket Customer Experience Improvement

Do you have leader grit? Customer experience improvement is not for the faint of heart. The truth can be hard to face but enlightened leaders recognize their customers as emotional beings. They put more value on the experience and relationship ...

Losing Customers Graciously: Why The Possessive Ex Can't Get Another Date

Everyone's had a bad breakup. Remember that old romance that started off strong and then ended with rage and disgust? You know the one that always makes you roll your eyes whenever someone mentions it, because it ended on such ...

Is Your Online Experience Your Customer's Worst Nightmare?

The following is a Best of 360Connext post. Reviewing customers' online experience is one of the most common ways we at 360Connext help our clients. We have a proprietary process and corresponding report which make sure all the main objective ...

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