Shane Schick

Ontario

Founder and Editor at 360Magazine.com

Freelance Contributor at Freelance

Editor-At-Large, Features at Gent’s Post

“You must change your life.” Poems in Juniper, Stanchion Zine, Shō Poetry Journal & elsewhere. My wife is a priest. DadX3.

Articles

Just say no to synthetic customers

1 week ago | 360magazine.com | Shane Schick

I totally support the idea of creating customer personas. Developing an ideal customer profile (ICP) can be a good idea too. You’ve got to draw the line somewhere though, and it may the point at which companies start depending upon synthetic customers. A recent report from the consulting firm Bain & Co painted a potentially bright future for synthetic customers, suggesting they could speed up research, testing and iteration.
My ‘Mean Girls’ experience was a smoke show

1 week ago | 360magazine.com | Shane Schick

Although I guess you could say I got to meet a trio of young women known as “The Plastics,” our relationship turned out to be short lived. Last week we joined some family friends whose daughter was appearing in a local community theater production of Mean Girls, a musical that threatened to bring back bad memories of my high school years. Although I never saw the 2004 film, I was familiar with the story, and knew The Plastics were the kind of teenagers to be feared.
Infobip exec explains the CX benefits of RCS messaging

1 week ago | 360magazine.com | Shane Schick

It’s been described as everything from “texting 2.0” to the new standard for global messaging, but Ivan Ostojić suggests rich communication services (RCS) may also become a critical tool for delivering customer experiences too. Infobip, where Ostojić serves as chief business officer, announced this week it was the first to launch RCS messaging across the top four U.S. telecom carriers.
Customer churn based on one poor experience jumps to 78%

1 week ago | 360magazine.com | Shane Schick

The proportion of people who would consider switching brands based on a single unsatisfactory encounter has risen by nearly 10 per cent over the past year, according to research from Verint. Based in Melville, N.Y. where it provides automation software, Verint surveyed 5,000 U.S. consumers to produce its report, The State of Customer Experience 2025. In the last iteration of its research, Verint found 67 per cent of consumers might churn based on poor CX.
ItsEasy.com CEO reimagines the on hold experience

2 weeks ago | 360magazine.com | Shane Schick

The other day, David Alwadish said, a woman came into his office with a complaint. She had reached out by phone to get some support from his team but had waited on hold for 20 minutes. Nonplussed, the CEO of ItsEasy.com Passport and Visa Services responded with a simple question: What did she think of what we heard while she was on hold? The customer didn’t hesitate. “It’s brilliant,” she said.
Zeta Global’s CEO Offers an Inside Look at the Agentic AI Opportunity in Marketing

2 weeks ago | adweek.com | Shane Schick

This post was created in partnership with Zeta GlobalIt sounds so obvious: If you’re a restaurant or a grocery brand, you shouldn’t show an ad for steak to a vegetarian. Yet, avoiding that scenario becomes difficult if you lack the right data and technology to fine-tune how you personalize marketing for specific audiences. This is where David A. Steinberg and his team come in.
92% of firms plan to grow customer education programs

2 weeks ago | 360magazine.com | Shane Schick

While only one in six organizations say their customer education program is fully mature, 43 per cent see improving customer satisfaction (CSAT) and retention as a rationale for further investment, according to research published by LearnUpon. Based in Dublin, where it develops and sells a learning management system (LMS), LearnUpon surveyed more than 600 customer experience professionals across the US, UK, New Zealand, and Australia to produce its report, Customer Education in 2025.
Poster vs E-paper: How next-gen displays are redefining retail and transportation

3 weeks ago | insights.samsung.com | Shane Schick

Whether its navigating crowded airports, browsing store shelves, checking out a store’s latest deals at the mall, or exploring new destinations, today’s consumers expect instant, reliable access to the information that matters most. They want clear, up-to-date details on product pricing and features. They seek straightforward directions through busy terminals that weren’t last updated two years ago. And they crave smart, timely suggestions for making the most of their downtime.
What is an irrealis mood and how does it affect customer experiences?

3 weeks ago | 360magazine.com | Shane Schick

You want to delight customers, maybe even surprise them, but how many experiences are designed to produce nostalgia? By that I mean an experience where customers will not only enjoy or appreciate what happens to them in the moment, but look back fondly, perhaps even wistfully afterwards. An experience so good that they’ll long to repeat it, even if they’re not sure they can recapture the same magic.
Meet the new chief customer officers at The Hershey Company, Coke Florida and more

3 weeks ago | 360magazine.com | Shane Schick

This is the latest in a quarterly look at executive appointments by companies with the intention of putting a greater emphasis on customer experience design. These are your new peers, industry influencers, potential mentors or perhaps clients one day. The Hershey Company has tapped seasoned confectionary industry executive Tiffany Menyhart as its chief customer officer and to oversee its sales team.