Forrester has just released the latest version of an annual favorite: "How Companies Improved Their CXi Scores, 2013." As we do each year, we compiled a list of brands whose scores went up five or more points in our Customer Experience Index over the past year (in this case, between 2012 and 2013). We asked CX leaders from those brands if they'd be willing to tell us what they did to drive those improvements. Finally, we synthesized their answers into
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Organizations that don't invest in personalizing the customer experience, whether online or within their brick-and-mortar stores, are going to be facing an uphill journey to keep up with their competition.
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"If you don't have anything nice to say, don't say anything at all." Mothers may be fountains of wisdom, but in today's social world, Facebook and Twitter encourage many to rebel against the astute words of yesteryear. Though many bite their tongue in person, they rush to social media to vent their frustration, as offline interactions become online conversations. But, as Simon Palmer, chief technology officer at Empathica, highlights, negative feedback that can be used to uncover areas of weakness
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1to1 Media's Tom Hoffman speaks with Greg Sherry, Vice President of Marketing at Verint, about successful approaches for blending social into customer support, including effective techniques to scale for social customer care.
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The key to success is often the ability to adapt to change. When it comes to showrooming, trying out products in stores and then ordering them from online competitors that charge less, some retailers are realizing the importance of not only adapting to this change, but also embracing it.
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At Forrester, we define customer experience as how customers perceive their interactions with your company. Over the past few years, my colleagues and I have written a lot about the perceptions piece of that definition. Here's a quick overview: Customers' perceptions occur on three different levels, which we collectively refer to as the customer experience pyramid. At the base of the pyramid is "meets needs." Do customers perceive that you've met their basic needs and provided value through the interaction?
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Our lives have started to revolve around our mobile phones. Our phone is almost always on our side. Most of us sleep with it on our bedside table, using it instead of an alarm clock. It's the first thing we reach out for when we wake up and we carry it with us wherever we go. In fact, how many times have you turned back after realizing you've forgotten your mobile phone?
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Technology continues to evolve each day, but unlike children, we do not document this growth with pencil marks on our doorframe. We measure technology's lifecycle through tweets, apps, and upgrades. But, just as teenagers test their boundaries, technology frequently pushes the envelope when it comes to innovation and creativity. In Huggies' case, the latest gimmick truly hits below the belt.
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1to1 Media's Tom Hoffman speaks with Brian Shepherd, President of Customer Strategy and Technology Services at TeleTech, about the Big Data and analytics discussions that attendees at the Gartner Customer 360 Summit recently shared in San Diego along with strategies for tackling the key challenges faced by companies.
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