Clik here to view.
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...
View ArticleEmotions 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!) Today I was asked to share insights around emotional feedback, along with...
View ArticleImprove the Customer Experience In 60 Minutes or Less
If you can find an hour, you can do the following to help improve your customer experience. The post Improve the Customer Experience In 60 Minutes or Less appeared first on Customer Experience...
View Article5 Top Challenges CX Pros are Tackling Today
I’m lucky to have some conversations with smart people all across my industry. Thanks to a gathering of some Chicago Customer Experience Professional Association members and guests recently, my brain...
View ArticleHow 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...
View ArticleOur Top 15 Customer Experience Posts of 2015
What a year! We’ve had an exciting year at 360Connext, and we’ve learned a lot. I hope you’ve had a chance to learn along with us! In case you’re just hearing about us, or you haven’t subscribed for...
View ArticleHow to Improve Customer Service Training with Simple Metrics
For most businesses, improving customer service is a constant aim, as it is one area where they can separate themselves from competitors. It is, therefore, little wonder that many company bosses invest...
View ArticleBeware: 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...
View ArticleClik here to view.
5 Top CX Trends For Survival in the Age of the Customer
The way we create and deliver customer experiences is constantly evolving in this rapidly changing space. Keeping up with customer experience trends is now an essential part of running a successful...
View ArticleClik here to view.
What Kind of Customer Experience Leader Do You Need to Be?
The job descriptions for a customer experience leader vary between tactical analyst and strategic overlord. Defining just what a customer experience leader does can be tricky. But what’s even trickier...
View Article
