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Why Smart Loyalty Programs Focus on Retention

Blog post by on August 22, 2014

It’s a common phrase in marketing and in business: market expansion. It’s undeniable that generating new customers is paramount in building a successful business. However, such a narrow focuses overlooks a more important point: to increase market …

CRM Evolution 2014 Conference Re-cap

Blog post by on August 22, 2014

I attended the CRM Evolution 2014 conference in New York City this week. It was my first time attending the conference, so I was anxious to see how it would go.The conference focused on customer engagement strategies …

If You Aren’t Building Value, Someone Else Is!

Blog post by on August 22, 2014

Well, actually, even if you are building value, someone else still is.  We win by creating superior, differentiated value–relevant to the customer.  But I’m getting ahead of myself. If you’ve been reading this blog for any period of …

3 of the WORST Customer Experience Metrics

Blog post by on August 22, 2014

The following is a Best of 360Connext post.   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 …

Seven Deadly Communication Sins

Blog post by on August 22, 2014

Communication SinsImage source: Mindaugas Danys, CC 2.0 The way you communicate with prospects and customers creates or destroys value. When communication is focused and simple, it can add value by challenging your prospects’ status quo, expanding their …