I got one of those crazy calls the other day. It was a confused, frustrated person trying to do the best they could for his company. They held up the title of “change agent” even though his real title was “AVP of Marketing.” So he called me, all flustered. “I have followed you on Twitter [...]

Without communication, there is no action. I find that a big area to tackle within any customer experience initiative is not just customer communication, but employee communication, as well.

I flew today. And it’s gotten worse. I’m small time, but it’s even gotten worse for Chris Heuer, who shared his lack of trust for American Airlines here. My experience today, plus Chris’s harrowing one, makes me think there are so many things wrong with how customers are treated that the airline industry should start [...]

By Jeannie Walters, Founder of 360Connext Whenever I tell people that 360Connext is focused on the customer experience, I hear about someone’s last bad experience as a customer. I would say about 80% of the time, it’s related to an employee at the company. (The other 20% is reserved for inexplicably complicated – or just [...]