My friend and I were having one of those crazy conversations that ambled between a pity party and a gratitude gab fest. We compared notes on how horrendous the year had been in some ways but thanked heaven for the roof over our head, the friends to lament with, and the family to love. It [...]

It’s not rocket science to know that employee engagement is one of the main influencers of your customer’s experience. But today, facing negative news almost constantly, companies are retaining employees for all the wrong reasons. Employees are chomping at the bit, waiting for the economy to improve so they can find the next job. The [...]

I’m sorry, 2009, it’s just not working out. It’s time for us to move on. I’m already flirting with 2010. Why? Well, lots of reasons, really. You didn’t live up to my expectations. You left people scared and skittish. And some other reasons, too, including: Some of my favorite clients were shifted around from role to [...]

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 [...]

Engagement in 3 Easy Steps: 1. Assess your experience. Conduct a roadmap session to get everyone on the same page about the kind of experience you WANT to offer your customers. Is it happening today? If not, what steps do you need to take to close the gap between ideal and reality? 2. Look under [...]