Is Your Online Experience Your Customer’s Worst Nightmare?

Experience Investigators by 360Connext

Reviewing customers’ online experience is one of the most common ways we at 360Connext help our clients. It’s part of out trademarked process called Customer Experience Investigation, which covers everything. Online experience is still so often the last part of the experience to get a good buff and shine, but I’m here to argue for bringing that priority up to the front of the line. People are shopping online.

Challenging Your Focus on Customers

Experience Investigators by 360Connext

Observe how your front-line employees interact with customers in a purely transactional way, focusing on products and branding instead of the customer. They are too busy creating their online personas, interacting with brands they love on their own terms. pay very little attention to traditional advertising, so offering meaningful experiences is how some brands are breaking through the noise. I have a challenge for you.


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Customer Experience Is… What, Exactly?

Experience Investigators by 360Connext

What is customer experience? According to Wikipedia, it’s this: Customer experience ( CX ) is the sum of all experiences a customer has with a supplier of goods and/or services, over the duration of their relationship with that supplier. This can include awareness, discovery, attraction, interaction, purchase, use, cultivation and advocacy. It can also be used to mean an individual experience over one transaction; the distinction is usually clear in context.

When Was the Last Time You Experienced Your Customer Experience?

Innovative CX

Checked to see if a promotion code works when you try to enter it online? Used your interactive voice response unit to access your account information online? All these activities are time well spent in the pursuit of a better customer experience.

Connecting with Customers In The Moment: How These Brands Nailed It

Experience Investigators by 360Connext

Funny signs, thoughtful gifts, and sincere messages are all great things to help improve the experience. Think of what even your satisfied customers might exclaim while interacting with your brand. I know I’m not alone when I say I now watch more online video from all over the world than live American TV. Neutralizing pain points in the customer journey is essential to providing a good experience. Customers live in the moment.

5 ways to improve digital customer experience


Digital customer experience is the online experience and the journey your customers go through while interacting with your brand.

How Visual Transformation Will Revolutionize Customer Service


We are living in a ‘remote first’ world where visual engagement has become a critical piece in our current day-to-day interactions. Remote visual engagement is an approach that has been proven to be a critical bridge between physical and digital interactions.

Get Ready to Personalize & Optimize Your CRM Campaigns Across ALL Customer Touchpoints


The partnership unlocks the personalization and optimization of marketing campaigns and customer experiences throughout the entire customer lifecycle. And even more, depends on how eager your brand is to give its customers the best possible experience.

Vital for 2021

Beyond Philosophy

Whether you realize it or not—and even if you don’t know what they are—you use Digital Nudges in your online experience today. Digital Nudges are the interactions you have with customers online in your experience that inspire their actions.

The Role of Digital in Customer Experience, by Sandeep Kuvvarapu


In recent years, providing great customer experience has become the most important thing for businesses. Organizations have started investing in customer experience and building the company’s strategy with customer experience at the core. The cost of bad experience is around $ 80.00 Customer Experience (CX) strategy has become the key aspect for many businesses – more important than low-cost. Over the past few years interaction channels have grown rapidly.

How Artificial Intelligence Is Changing eCommerce

QuestionPro Audience

A technology that once sounded futuristic is now here, and smart businesses have realized it’s not an optional tool in this tech-crazed climate, and begun implementing AI in order to create the easiest possible user experience. Analysts predict that by 2020, 85% of a consumer’s relationship with a business will be managed without interacting with a human. The future is here, and the future is artificial intelligence.



Mapping the customer journey is often the first step an organisation takes when it wants to improve the customer experience. A moment of truth occurs anytime a customer interacts with the organisation. This is factual information about actual customer interactions.”.

It's Time to Staff Up!

Innovative CX

In a nutshell, my service calls were a result of a less than desirable online experience. Why are organizations subjecting their customers to a poor experience? 1 Hour telephone hold rates. 45-minute wait for chats. 5-7 day delays in email responses.

Marketing to Boomers? Here Are 3 Tactics You Can Apply Today.

Hallmark Business Connections

In response, we saw a massive migration to online shopping. 30, 2020, online sales ordered by Baby Boomers increased nearly 50% each week compared to the same period in 2019. With the increase in options that online shopping affords, we also saw brand loyalties tested.

A Unified Customer Experience

Customer Interactions

Creating a seamless and unified customer experience is something which is paramount in today’s multichannel environment as customers continue to use numerous touch points when interacting with a service organization. Google Analytics highlighted one area which is under particular scrutiny – the online touch point – in its viral YouTube video “Google Analytics in Real Life – Online Checkout”.

How Understanding Shoppers Can Save Retail


More clothes stores are shut down than any other category because sales have gone online. So if bricks and mortar stores are in difficulty, are we helping our customers to buy online? Online, even more than offline depends upon capturing customer data. Retail Store Experiences.

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The Use of Design Speaks Volumes About Your Online Business

CSM Magazine

The internet has been around long enough that businesses no longer question the need to establish an online presence. You don’t pay annual hosting and domain registration fees for what amounts to an online business card. It has to offer more interaction than that.

A Dozen Crazy Customer Touchpoints Translated

Experience Investigators by 360Connext

Mixed message can make their way into signage, marketing materials, online experiences, and countless other touchpoints within every customer journey. Until you can truly walk in your customers’ shoes and feel what they feel when they encounter every touchpoint, you’ll never know how these small but powerful interactions translate to the customers, and the worst ones are often invisible from the inside.

Improving Your E-Commerce Customer Service to Meet Today’s Consumer Expectations

Joe Rawlinson

The 2017 IBM Consumer Experience Index (CEI) Study says only 3.4 percent of brands are delivering leading-edge customer experience , while 33.5 In an economy where customer experience is key to staying ahead of the competition, these numbers mean most companies need to improve their customer service to avoid losing sales to rivals. Deliver a Satisfying Omni-Channel Experience. This makes it imperative to deliver a smooth, integrated experience across all your channels.

Lessons Learned from the Frontlines of CX: 7 Major Trends that Impact Customer Engagement


To uncover how COVID-19 has transformed how customers and companies interact for the long term, we went straight to the frontlines. Self-service tools have become more widely utilized and also more user friendly, improving the customer experience (CX).

Retail Is Broken

Beyond Philosophy

The pandemic has hastened changes to physical and digital retail experiences and customer behavior. Key Ideas to Improve Your Customer Experience. Psychological theory underlays much of our behavior in retail experiences. These adapt to both physical and online experiences.

Is This The Future Of Events Post Pandemic? (Joe Pine Interview)

Beyond Philosophy

Way back in 1998, I read a book by Joe Pine (@joepine), co-founder of Strategic Horizons, LLP, and Jim Gilmore called The Experience Economy. The next thing I knew, he put me in charge of improving the Customer Experience for our company, and the rest is history.

How the Cincinnati Zoo and Botanical Garden Approaches the Visitor Experience

Customer Bliss

Quite a few of the CX leaders I’ve spoken to on the podcast have shared that previous experiences in sales, retail, and hospitality helped create a foundation for the skills required to be a successful CX champion in their organization. In today’s episode, I chat with Rhiannon Hoeweler , the Vice President of Visitor Experience, Strategy, and Fun at The Cincinnati Zoo and Botanical Garden. STRATEGIZE THE VISITOR EXPERIENCE.

Is This The Future of Events Post Pandemic?

Beyond Philosophy

In 1998, Joe Pine (@joepine), co-founder of Strategic Horizons, LLP, wrote a book along with Jim Gilmore called The Experience Economy. He had a similar reaction and set me on the route of improving the Customer Experience , and the rest is history.

Why UX Design is Vital to User Satisfaction and Ongoing Job Security


From smarter homes to an improved online experience, people have a lot to gain from the situation. Recent reports have shown that: 62% of consumers shop online more now than before the pandemic ( Bazaarvoice ).

COVID-19 pushes loyalty to the top of retailers’ festive wish list


They are directing resources online, hoping to attract not only the usual e-commerce enthusiasts, but those who may – because of current circumstances – explore other avenues to grab hot deals.

What Millennials Expect from Online Customer Service

Joe Rawlinson

And for retailers, this means understanding more about how to engage with this demographic and working out what they require from a shopping experience. It’s a myth that millennials have abandoned physical stores in favour of online shops. The key then, you would think, is to combine the two experiences. Research from Accenture highlights that 68% of Millennials demand an integrated, seamless experience regardless of the channel. Real time interaction.

5 Top Customer Service Articles For the Week of January 30, 2017


Each week I read a number of customer service articles from various online resources. Customer Service of the Future: 3 Most Important Customer Experience Trends by Justyna Polaczyk. LiveChat) In this post, I’d like to focus on customer experience trends. This can give more employees better access to customer info, the result being a potentially better customer experience. The problem is that it’s tough to make an emotional connection during an online experience. .

Digital Transformation Didn’t Work

Beyond Philosophy

Dobrev shares what is working well, what isn’t, and what organizations should do to improve their experiences. Key Ideas to Improve Your Customer Experience. Understanding the Value Drivers for customers in online or digital experiences is essential to success, much like it is with the rest of the Customer Experiences people have with you. Customer Experience Information & Resources. Customer Experience Podcasts

What is the difference between User Experience (UX) and Customer Experience (CX)?


In order to understand the difference between User Experience (UX) and Customer Experience (CX), it is necessary to clearly define each concept. CX, on the other hand, involves the general, across-the-board experience that a Customer has with a particular brand. Gauging how likely it is that the customer will share positive feedback with others regarding their experience. An organization can offer a great UX online through a quality website or mobile app.

How Zappos Affects Your Customer Experience

Customers Rock!

Who is your customer experience competition? Those of you only looking inside your own industry need to take a look around, as your competitors are not who you think they are – especially online. Yes, Deb, customer expectations are absolutely set based on our experiences with companies such as Zappos and Amazon. What can you do tomorrow to improve the experience your customers are having with your company?

10 Ways to Create an Unforgettable Customer Experience

Smarter CX

They know what a good customer experience is, and they expect it from everyone they do business with. They no longer compare you only to your direct competitor, they compare you to the best service and experience they have ever had – from anyone or any company. So, how do you create an unforgettable customer experience … an experience that makes customers want to do business with you and nobody else? Here are 10 ways you can create an Unforgettable Customer Experience.

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The 5 Rules For Design A Great Digital Experience

Beyond Philosophy

The 5 Rules for Designing Great Digital Experiences. In 2020, we have all been doing many more online customer experiences than we thought we would. Some of these digital experiences have been excellent, and others were not. Suppose these are the only experiences that your customers have with your organization this year. How important is it to you that the digital experience is as easy and convenient as possible? Customer Experience Podcasts

Customize Your Customer Experience For Each Generation


How do you customize your customer experience to appeal to various age groups while remaining relevant to all of them? About 73 percent of traditionalists and 67 percent of baby boomers prefer to interact in a store, while the younger generation takes the opposite approach, with 66 percent of Generation X and 64 percent of millennials preferring to interact online. Here are nine ways to customize your in-store and online experience to reach multiple generations: 1.

Don’t Let Them Leave The Page! The Death of The Static FAQ

Answer Dash

The world of eCommerce and the online experience is changing - and it’s time for businesses to either take note and catch up or get left behind. Particularly when it comes to their experience on eCommerce sites, users have no patience for any kind of friction or poor user experience (UX) - and they’ll bounce and go to your competitor’s site without batting an eyelash if your pages fall below their expectations.

What Is E Commerce? Understanding a Shifting Landscape

Smarter CX

In fact, e commerce was often used as shorthand for online retail, as those businesses were among the first to enlist the internet as a point of sale. The idea of a single e commerce model no longer applies in a world where customers, services, and the online experience have evolved to the point where almost every business has incorporated an internet component. This widening of the field has brought with it a re-think in how commerce is conducted online.

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How to Customize Your in-Store/Online Customer Experience to Appeal to Different Generations


About 73 percent of traditionalists and 67 percent of baby boomers prefer to interact in a store, while the younger generation takes the opposite approach, with 66 percent of Generation X and 64 percent of millennials preferring to interact online. If your business is one that needs to appeal to both younger and older consumers, your best bet is to reach out both online and offline in an attempt to cover all your bases. In-Store and Online Experience.

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