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Guest Blogger: Harley Manning | March 29, 2013
It disappoints me when customer experience professionals at B2B companies won't even consider CX practices from business-to-consumer companies. Sure, B2B firms can learn a lot from other B2B firms: Cisco has an amazing voice of the customer program, Boeing does great work conducting field studies of their customers, and Adobe has a notable CX governance practice. But unless B2B customer experience practitioners want to run the CX race with one foot in a bucket, they should also learn strategy from Read more »
Cynthia Clark | March 28, 2013
There is no doubt that mobile has become a major part of our lives. As I mentioned in an article earlier this week, the fear of being without a mobile phone is such a reality that our friends across the Atlantic have coined the word nomophobia--a phobia of being without a mobile phone. Read more »
Anna Papachristos | March 27, 2013
Perhaps I'm addicted to the chips and salsa. Or maybe it's the friendly service. Either way, Chili's Grill & Bar never fails to satisfy (in my opinion). But, for one young Utah girl and her family, Chili's went above and beyond to make sure their needs were met with the utmost compassion. Read more »
Tom Hoffman | March 26, 2013
The amount of data that's being generated today is simply staggering. Thanks to the explosion in machine-to-machine (M2M) data, social, customer, and other data types, the amount of digital information created annually is expected to grow by a factor of 44 between 2009 and 2020, according to EMC. For business leaders that are struggling with how to get started with using Big Data, the $64,000 question is often "Which data should I be using?" A better question to ask which Read more »
Mila D'Antonio | March 25, 2013
A well-aligned strategy serves as the building blocks of a company's products and services, and eventual growth. But that doesn't just mean that a company's marketing messaging or customer service must be consistent across channels; it also means that an organization's marketing must align to the actual products and service it delivers. Read more »
Cynthia Clark | March 21, 2013
The customer experience doesn't end with a transaction. Instead, that's just the beginning and customers expect organizations to continue delivering an outstanding experience even after they have made a purchase. Read more »
Anna Papachristos | March 20, 2013
Just one week ago, as white smoke billowed from the Sistine Chapel, millions of people took to Twitter to express their joy and excitement over the election of Pope Francis. With nearly 130,000 tweets per minute, citizens across the globe welcomed the new pope, the first elected since the advent of the smartphone, the tablet, and Twitter. But it wasn't until the smoke cleared that we could finally see technology's impact on our lives in just eight short years. Read more »
Tom Hoffman | March 19, 2013
I find it bewildering whenever I interact with a company and, seemingly, the left hand of the organization doesn't seem to know what the right hand is doing. Have you ever encountered this? Let me share a recent interaction I had with my bank to illustrate this. Read more »
Mila D'Antonio | March 18, 2013
"Truly elegant design incorporates top-notch functionality into a simple, uncluttered form." -David Lewis I consider myself a design devotee. Not of high-end fashion, but the kind that lends itself to functional and seamless customer experiences. So much so that I'm not only in constant pursuit of flawless customer experiences, but I also take note of imperfect ones that stick out like a sore thumb. Read more »
Guest Blogger: Adele Sage | March 15, 2013
There's no question that executive support can make or break a voice of the customer program. With an executive (or several) on board, VoC teams can get the funding and tools that they need to succeed. And VoC leaders from Forrester's 2012 Voice of the Customer Awards almost unanimously gave others the advice to build executive support. Read more »
Cynthia Clark | March 14, 2013
Forward-thinking business leaders recognize the value of their loyal customers and are striving to find new ways to reward their most loyal customers. Savvy organizations are using their loyalty programs to differentiate themselves from the competition. Read more »
Anna Papachristos | March 13, 2013
Though the Better Business Bureau may "start with trust" at its core, for the council's Southern California chapter, the journey ended in expulsion. Built upon honesty, the BBB works to protect every consumer's best interests by making sure companies across industries uphold the highest standards and keep true to their promise. But when an ABC News investigation uncovered this hidden "pay to play" culture, the BBB determined that this chapter did not maintain the very standards this organization commands. Read more »
Tom Hoffman | March 12, 2013
In so many respects, the odds are stacked against a big box electronics retailer like Best Buy. Armed with the equivalent of a computer in their hands, today's mobile shoppers are able to compare product prices while shopping in brick-and-mortar stores with online retailers such as Amazon and then purchase online. A recent study by Empathica reveals that 55 percent of smartphone owners use their mobile devices to check prices while shopping in-store. After watching its sales and profits erode Read more »
Mila D'Antonio | March 11, 2013
In our ultra-connected world, in which your 3-year-old is adept at using an iPad and your mother now texts you photos of her cats, marketers are in constant pursuit of the Holy Grail that will help to leverage this digital explosion. With more devices and more audiences comes added pressure. Read more »
Guest Blogger: Paul Hagan | March 8, 2013
Over the past seven years, Forrester has observed the trend of companies putting in place a senior executive responsible for leading customer experience efforts across a business unit or an entire company. Whether firms call them a chief customer officer (CCO) or give them some other label, they are sitting at the highest levels of their companies and exist in both B2C and B2B companies as diverse as GM, UnitedHealth, Fidelity, Level 3 Communications, and Eli Lilly. Read more »
Cynthia Clark | March 7, 2013
Customers have become accustomed to receiving great service from the companies they do business with. Brands like Amazon and Zappos have spoilt us into expecting great service from every other organization we do business with. This means that bad service is no longer tolerated, and if we don't have any other choice, we let everyone know that we don't like doing business with a particular company. On the other hand, it takes a lot more than good service to wow Read more »
Anna Papachristos | March 6, 2013
When consumers choose to do business with any given company, they do not just invest their hard earned dollars, but their trust, as well. Every time customers share their credit card information or personal identification numbers, they enter into an unspoken agreement--the consumer promises to complete the transaction, possibly coming back in the future, while the company promises to protect this sensitive data from falling into the wrong hands. Read more »
Tom Hoffman | March 5, 2013
The fourth quarter report from the American Customer Satisfaction Index reveals that Amazon continues to outpace the retail industry with a score of 85, placing the company ahead of Office Depot (84), Nordstrom (84), Costco (83), and Kohl's (81). What's particularly interesting is how consumers continue to rate their experiences with Amazon well above that of Netflix (75), particularly as Amazon is taking aim at Netflix along with the TV and cable industry as it ushers in a set of Read more »
Mila D'Antonio | March 4, 2013
In light of the annual Employee Recognition Day last Friday, I had planned to offer advice for rewarding and recognizing employees. Rather than list tips about writing hand-written notes or introducing Zappos-like recognition day celebrations, I'll instead address a more poignant debate fueled by Yahoo! CEO Marissa Mayer last week--the discussion around whether allowing employees to work from home is beneficial or disadvantageous. Read more »
Guest Blogger: Harley Manning | March 1, 2013
Last month I was in Europe with a group of customer experience professionals from various divisions of the same large company. Although their expertise was at varying levels, no one was clueless and everyone seemed highly motivated. About halfway through the all-day session, one of the attendees asked me a question that I'm going to paraphrase here. Read more »