Looking back on 2013, what did we learn about delivering great customer experiences and where are we heading? Personalization and other themes emerge.

1. Dozens of
Customer Experience
Tips & Predictions
For 2014
December2013

2. 2013 Was an amazing year, and Customer
Experience is finally catching on! But we still
have a long way to go. We’ve spent the month
of December gathering the wisdom we
learned all year long and made some
predictions for 2014 while we were at it.
Won’t you join us as we see what’s in store for
us this coming year?
It’s all about learning from the past and rockin’ the
future.

3. Click to Read
As always, change begets change. So what can we
expect in 2014?To kick us off, I’m declaring 14
customer experience predictions for 2014. This is a
quick list, and we’ll explore some of these in greater
depth as we move along.
Image credit: jaimemorto via Creative Commons

4. Click to Read
Many people are jumping into social networking
without understanding the value of personalizing
their messages. As we head into the new year it's
time we all resolve to treat the online relationships
we create through social networking like real
relationships.
Image credit: mrbill78636 via Creative Commons

5. Click to Read
Improvements in business accessibility for the
coming year are definitely on my Christmas wish list.
Otherwise businesses are missing out on happy
customers and employees. Find out how it can help
fuel collaboration, innovation, and an overall better
experience.
Image credit: r. nial bradshaw via Creative Commons

6. Click to Read
I struggle with customer experience as an industry
when unrealistic customer personas are used as
ways for companies to feign real connections to
customers. Here are 3 simple recommendations for
keeping it real next year.
Image credit: x-ray delta one via Creative Commons

7. Click to Read
With so many changes around healthcare in the
United States, I decided to take a look at patient
experience. Here's a list of what I *hope* will
change, what probably won't, and what will
absolutely change for patient experience in 2014.
Image credit: superturtle via Creative Commons

8. Click to Read
We highly recommend reading The Invisible Sale by
Tom Martin. Read our review, and find out how it
will help you create a powerful content marketing
strategy for the coming year. Another must-read
from the 360Connext bookshelf!

9. Click to Read
What would it look like like if your customer
experience were a little village? All people love
community. We appreciate when something feels
organic and special. In many ways, customer
experience planning can be much like urban
planning.
Image credit: Carodean Road Designs via Creative Commons

10. Click to Read
Let's look into my crystal ball at the financial services
customer experience. How will the experience
improve for the industry in the coming year? Here
are five prominent themes behind the innovations
we should start seeing more of.
Image credit: dustin Larimer via Creative Commons

11. Click to Read
Another 360Connext must read! How Does It Make
You Feel? Why Emotion Wins The Battle of the
Brands by Daryl Travis outlines the essentials of
business branding. Read on to discover the 6 Brand
Imperatives that add so much power to this
excellent book.

12. Click to Read
As customers, we want interactions with your
company to be simple and pleasant. But it seems
that steps in the customer process are often created
for processes-sake and can certainly ruin the
experience. I propose a sweeping process purge for
2014.
Image credit: Jacopo AKA Bracco via Creative Commons

13. Click to Read
We've lined up our ten most popular posts from the
past year, and it’s hard to believe how much ground
we’ve covered! If you’re just joining us or need to
catch up, here are 10 must reads to get you up to
speed and kick off a customer centric 2014!
Image credit: Normaron Fishion via Creative Commons

14. Click to Read
We all make mistakes, but can we leverage them to
create better experiences from disaster? Proactive
customer service and the peak-end rule can make
you a hero! This month’s featured microinteraction
comes from Best Buy for swooping in to thwart the
impending disaster.

15. Don’t let the “micro” part fool you- microinteractions often have a huge
impact on the customer experience. That is why we just can’t get enough of
‘em! So get social with us. Send us yours, and maybe it will be featured next
month!
(You gotta click for a closer look!)

16. Thanks for joining us as we took stock and made predictions through the
month. Have something to say? You’ve already found us, and we’re all about
listening here at 360Connext. Give us a holler!
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