According to the Temkin Group's recent report, The State of Customer Experience Management, 2014, six out of 10 large companies want to be their industry's CX leader within three years. In many cases, customers who report having good experiences with companies are likely to recommend those brands to friends and buy from them again.
But what does it take to deliver good customer experiences? From journey mapping and voice of the customer to Big Data initiatives and engagement strategies, organizations are making significant strategic and organizational transformations to deliver and sustain leading customer experience.
Tomorrow, the CXPA is sponsoring its annual CX Day, a "customer experience holiday" focused on celebrating great customer experience and the professionals who make it happen. Participants can view webinars, participate in Twitter chats, Goodle hangouts, and attend 26 local networking events around the globe. They can also partake in a blog carnival with a lineup of CX bloggers, including our own Don Peppers, Tom Hoffman, and me.
1to1 Media is proud to be a part of this day-long celebration of great customer experience and serve as a resource to help organizations advance their own CX initiatives. Tomorrow on this blog, Tom Hoffman's blog, "The Three Ways That Customer Experience Measurement Will Change Going Forward," will focue on the primary ways that customer experience metrics and measurements will change in the future, including more effective ways to measure the comprehensive omnichannel customer experience, more granular capabilities to measure social influence, along with the ability to gauge the degree to which a customer has received a frictionless experience.
Don Peppers' blog, "How to Pay for a Better Customer Experience" will identify the many small, irritating sources of friction in your customer experience, and then work to resolve them, one at a time. His other blog,
"Design Your Customer Experiences to be Frictionless," offers guidance in breaking down the elements of a frictionless customer experience. My blog, "10 Ideas to Elevate Your Customer Experience" will offer suggestions to freshen up and advance your customer strategy.
Also, don't forget to check www.cxday.org tomorrow at 9 a.m. to find out who won the CX Impact Awards. And please use #CXDay and #iheartcustomers when Tweeting about this event. Happy CX Day!