This document discusses the importance of providing customers a seamless experience across multiple channels. It emphasizes that customers are using different devices like desktops, phones, and tablets to research, purchase, and get support. Companies need to connect these channels to improve the customer experience and meet customers' expectations of receiving personalized service wherever they are. While multi-channel is important, it won't matter if the product or service is lacking. The document encourages connecting with customers on various channels.

2. Is your customer experience still superior
when it crosses channels?
From desktop to phone to tablet,
receiving emails and shopping at your
location and calling Customer Service -
customers are transcending all barriers for
a better, faster and more personalized
experience. It’s all about connecting those
channels to make the experience
seamless for all of your customers,
wherever they are.

3. Is it multi-channel or omnichannel? That is the question. In
this ever changing and speediest of worlds, we are
tweeting from our phones, planning playdates on our
tablets, and presenting via webcams on our laptops.

4. In her new book, Monster Loyalty: How Lady Gaga Turns
Followers Into Fanatics, author Jackie Huba discusses just
how Lady Gaga built her legions of intensely loyal fans and
how businesses can learn from her.

5. How many meetings have you sat in recently where the
term “gamification” has come up? It’s often waved in front
of an executive as either a magic elixir or a battle cry.
Gamification, it is stated, is the answer to engaging
customers.
This article was written for and a version was first posted on Sensei Blogs.

6. After speaking at SOBCon 2013, I was able to receive
powerful feedback about my presentation. I had to take my
own medicine. I had to check my emotions at the door and
hear the honesty people were providing.

7. Thanks to early access to the findings of a new study and
an interview with Scott Robinson and Bob Macdonald from
Maritz, I thought I’d share interesting findings which may
help organizations navigate the shifting landscape of
customer satisfaction and loyalty.

8. We have a special video for you! Are you an Android user
or an Apple user? Sometimes the answer is not so simple.
We’ll be performing our own operating system comparison
and we’d love to hear about your cross- channel
experience.

9. During the Customer Experience Professionals Association
(CXPA) Member Insight Exchange, Brian Bolten, Vice
President/Director, Engagement Strategy of True Action,
taught us how eBay is unlocking the customer journey.

10. Ben Hart, Senior Director of Customer Loyalty at
Rackspace, was the Keynote Speaker for the CXPA MIE.
According to Hart, “fanatical support” happens anytime,
anywhere, and any way imaginable at Rackspace.

11. No customer will ever be as obsessed with your brand as
you are! They are carrying on and fitting your brand into
their lives. Today, consider how and where your customers
might be interacting with your company.

12. These last few decades have been dominated with the
introduction of technology into the shopping experience.
One of the biggest changes: Your customers will shop on
their terms and not yours, thank you very much.

13. Your bottom line isn’t dependent solely on your products
or services. Your employees are your biggest asset. Guest
blogger Bridget Webb offers three insights to keeping
happy customers through happy employees.

14. Customers are seeking your attention in immediate and
demanding ways. What’s worse is when it’s obvious the
various channels aren’t connected. (Psst…your silos are
showing!)

15. I love when we get microinteraction submissions from
members of our community! It shows that these small
moments really matter and that our readers really get it!
Send us your favorite microinteraction and maybe it will be
featured!

16. While multi-channel is important, it won’t change
everything. A seamless experience between all my devices
won’t matter if your product is lacking or your service is
terrible.

17. You gotta click for a closer look!

18. @jeanniecw
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Thanks to our community for joining us in our discussions about Multi-
Channel Customer Experience all month. Want to join in? Fire up those
channels! We’d LOVE to have you.