360Magazine.com

I began my journey by exploring how technology can transform business operations. I later branched out into sharing insights about marketing, advertising, and how companies can rise to the top by blending creativity with purpose. Over time, I’ve learned that just having technology or effective marketing isn’t enough to deliver outstanding customer experiences. With 360 Magazine — set to be available online and in print for a worldwide audience — my goal is to showcase people and stories that exemplify excellence in customer experience strategy, design, and management. 360 Magazine will generate revenue through a membership model, along with various sponsorship opportunities. If you’re interested in learning more or getting involved, feel free to reach out: [email protected].

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Articles

Customer experience strategies to offset tariff pain

2 weeks ago | 360magazine.com | Shane Schick

It won’t take more than a few seconds to find them: all the market research studies and surveys that show consumers value the experience a brands provide more than the price of their products and services. They all share one thing in common: they were all produced before a global trade war broke out.
72% of consumers will abandon brands over poor self-service, but . . .

2 weeks ago | 360magazine.com | Shane Schick

While nearly three-quarters of consumers will go searching for answers on Google or a competitor if they can’t find what they want on a brand’s site, a significant proportion are willing to offer a second chance, according to data produced by Coveo. The Quebec City-based provider of AI relevance technologies worked with Arlington Research to survey 4,000 U.S. and U.K. customers to produce its report, “Customer Effort Is at an All-Time High – Is Search The Key?
How Lush applies customer care in the cosmetics space

3 weeks ago | 360magazine.com | Shane Schick

Naomi Rankin still remembers the call that went out to Lush store locations all over the world: “Take off the Henna!”While the cosmetics giant has been making Henna hair dye for most of its 30-year history, its original product came in a brick shape that was difficult to break, so a new version was developed. Within a week of going on sale, however, Rankin – Lush’s global customer care manager – found the customer response was overwhelming.
77% of consumers would recommend brands based on personalized service

3 weeks ago | 360magazine.com | Shane Schick

More than three quarters of consumers say being connected to help right away and in their preferred channel will prompt them to spread positive word of mouth and spend more from a brand, according to research published by Genesys. The San Francisco-based provider of cloud-based artificial intelligence (AI) applications surveyed more than 5,200 consumers and 1,000 CX decision-makers across 16 countries to produce its report, The State of Customer Experience.
Tillster CMO rings up the CX essentials for QSRs

1 month ago | 360magazine.com | Shane Schick

About five years ago, Hope Nieman was in a meeting with a restaurant brand trying to explain how her company could enhance its website. She was told in no uncertain terms that only eight per cent of the restaurant’s business involved digital channels, and that would likely never go higher than 15 per cent.
88% of consumer product brands want to overhaul engagement strategies

1 month ago | 360magazine.com | Shane Schick

A growing variety of sometimes-volatile channels and retention challenges are pushing consumer products brands to rethink how they engage with their customers, even though just 24 per cent are personalizing marketing efforts, according to data from SAP Emarsys and Deloitte. The two firms surveyed more than 2,000 United States consumers and 150 senior marketers at multinational brands to produce their Consumer Products Engagement Report: Mapping Customer Engagement Maturity.
Ataccama chief customer officer shares his three core focus areas

1 month ago | 360magazine.com | Shane Schick

To Scott Lewis, the past few months have been like those moments when a new person joins a close-knit group of friends. Up until that point, everyone shares similar tastes in movies and goes to the same restaurant for dinner. A new person can significantly change that dynamic, and sometimes it makes the group even better. Last month Lewis was promoted from SVP of customers to chief customer officer for Boston-based Ataccama, a provider of data management and governance software.
42% of loyal beauty and wellness customers make up 80% of sales

1 month ago | 360magazine.com | Shane Schick

Going to a beauty salon, medspa or waxing center can seem like a luxurious indulgence, but those who visit more than once a year are contributing the lion’s share of revenue, according to data from Zenoti. The provider of cloud-based software reviewed performance metrics across its platform serving more than 30,000 clients across 50 countries to produce its 2025 Beauty and Wellness Benchmark Report.
Why Roombas deserve more time to clean up their act

1 month ago | 360magazine.com | Shane Schick

There is no irony in the fact that I used a stand-up vacuum to deal with the crumbs on our carpet immediately prior to writing this column. When I’m not at my keyboard I’m most likely vacuuming, mopping or wiping down countertops. For me, there’s something almost therapeutic about cleaning – it can clear my mind or give my body something to do while I try to think through a problem.
Zoom CX leader shares his journey in scaling self-service with AI

1 month ago | 360magazine.com | Shane Schick

Anyone who lived through the early days of the COVID-19 pandemic five years ago also lived through what Jeff Harling refers to as the “Zoom boom” – the moment a little-known platform for conducting conversations using video became as ubiquitous as traditional landlines. Speaking at Coveo’s Relevance360 virtual summit last week, the company’s head of global digital customer experience recalled that he joined just as the Zoom boom was taking off.