360Magazine.com

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.

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.

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.

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.

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.