Author Archive | Jeannie Walters

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 …

Social Media Innovation at the Hands of the Users

Blog post by on August 7, 2014

Have you heard of Jelly yet? The idea, as outlined in the promotional video, is simple. Using the app on your mobile device, snap a picture of something, or find it on Google, and ask the Jelly community a question …

Why Customer Comments Are as Valuable as Metrics

Blog post by on July 28, 2014

Customers love to share. But they generally only share when it serves their own interests, not yours.A survey can yield lots of great feedback from a wide swath of your customer population. Invite comments about their experience and you’re sure to …

The 5 Deadly Sins Against Customer-Centric Innovation

Blog post by on July 23, 2014 Editor's Pick

It’s no surprise when I hear that many business leaders believe they are investing in innovation. The real surprise, perhaps,  is how those investments are not paying off. Traditional organizational culture has a tendency not only to create a sub par environment for customer-centric innovation, but …