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Guest Blogger: Rick Parrish | February 27, 2015
With federal customer experience (CX) so weak, I'm happy to report that several more U.S. federal agencies are considering adding chief customer officers (CCO) to their executive management teams. In the past few months, some of these agencies have asked me to discuss how CCOs can help them improve their customer experience (CX), the best way to structure the position, and what new CCOs should do first. In fact, I just published a report offering answers to federal agencies' most Read more »
Judith Aquino | February 26, 2015
Net neutrality advocates scored a major victory today when the Federal Communications Commission approved net neutrality regulations by a 3-2 vote. The FCC's decision includes reclassifying Internet service as a Title II telecommunications service or public utility, prohibiting broadband providers from charging for faster lanes on the Internet. Read more »
Anna Papachristos | February 25, 2015
For the Office of Child Support at the Michigan Department of Human Services, efficiency remains critical, as this division serves nearly one million families throughout the state. But, with an incredible caseload to bear, customer service representatives found themselves unable to meet expectation with the speed and precision demanded. Thus, to streamline the customer experience, Michigan's OCS invested in new call center technologies that allow agents to route calls with granular accuracy. Read more »
Anna Papachristos | February 18, 2015
Though many social networks have come and gone--R.I.P. MySpace--others have established themselves as key players in the marketing space. Facebook and Twitter, of course, are indomitable forces of nature. But, according to Forrester's recent "Pinterest Is Not Ready For Prime Time" report, this fairly new social network may just be on the cusp of greatness. Read more »
Guest Blogger: Sam Stern | February 13, 2015
A few weeks ago, many of our customer experience analysts including my colleague Maxie Schmidt and me were glued to our computer screens, watching a presentation by a big bank. It had introduced a tool to capture and manage ideas from its employees on how to improve the customer experience. This presentation mattered to us because only 25 percent of CX professionals say their companies' CX programs actually improve customer experience. Those who fail lack insight into the root causes Read more »
Anna Papachristos | February 11, 2015
Consumer behaviors often dictate marketing trends. Thus, as audiences gravitate toward video on both mobile and desktop platforms, companies are quickly reconfiguring their content strategies to focus on this visual medium. For many organizations, video has even begun to replace the written word, shifting from supplemental afterthought to primary real estate, as visualization actively boosts engagement. Read more »
Anna Papachristos | February 4, 2015
With Valentine's Day less than two weeks away, love is clearly in the air. Yet, while most are scrambling for super-sized bouquets of roses and heart-shaped boxes of chocolates, McDonald's has gone one step further by converting affection into currency. For just two weeks--February 2 through February 14--the fast-food chain will allow select customers to pay using intangible gestures, such as hugs and high fives. Read more »
Mila D'Antonio | February 2, 2015
During last night's Super Bowl, whether Nissan's #WithDad commercial tugged at your heartstrings or Procter & Gamble's #LikeaGirl ad left you feeling inspired, the bigger question becomes, what return will these companies see long after the Monday morning quarterbacking over best and worst Super Bowl commercials ends? Read more »
Anna Papachristos | January 28, 2015
Once upon a time, the word 'value' instinctively referred to what a person believed in--their ideals and morals. Skip ahead to present day and you'll find that the term is simply a word to inadequately describe the menu at your favorite artery-clogging fast-food joint. No one really cares about your beliefs; all that counts is that you didn't break the bank while ingesting your future heart attack. Read more »
Anna Papachristos | January 21, 2015
By now, many individuals have abandoned their lofty New Year's resolutions, for the promise of renewal has reverted back to business as usual. However, all hope may not be lost quite yet. Read more »
Mila D'Antonio | January 12, 2015
With the holiday shopping season behind us, retailers have planned a tidal wave of store closings for 2015. Among the closings are Macy's, JCPenney, Guess, Radio Shack, as well as teen apparel stores Delia's, Aeropostale, Wet Seal, and Abercrombie & Fitch. Read more »
Guest Blogger: Sam Stern | January 9, 2015
We have entered the age of the customer--when companies only win by being customer-obsessed and delivering exceptional experiences. This is great news for customer experience professionals. Their skills and expertise are in demand, and at Forrester Research, we expect customer experience to continue its maturation into a full-fledged profession. Read more »
Anna Papachristos | January 7, 2015
With each passing year, customer expectations become increasingly daunting. Companies find themselves racing to keep pace with the latest strategies and technologies. Yet, often times, the greatest innovators are those who keep things simple. Read more »
Mila D'Antonio | January 5, 2015
What constitutes a great customer experience? According to The Temkin Group, it's a combination of three aspects of a customer's interaction with a company--functionality, accessibility, and emotionality. Read more »
Guest Blogger: Rick Parrish | January 2, 2015
On a survey we conducted recently, a whopping 80 percent of customer experience (CX) professionals said their firms' goal is to be a CX leader in their industry or across all industries. Unfortunately, our CX Index shows that only 11 percent of companies succeed in delivering an excellent experience--one that would set them apart from competitors. Read more »
Mila D'Antonio | December 31, 2014
As news outlets and blogs publish their lists of the good, bad, and ugly for everything from movies, songs, YouTube videos, celebrity couples, technologies, and sports moments, to tweets, Instagram posts, hacks, images, selfies, advertisements, and so on, I'm joining in with my lists of cheers and jeers in the customer experience world. Here are the worst customer experiences in 2014. Read more »
Anna Papachristos | December 29, 2014
Sooner or later, all modern technologies get replaced. Some evolve to meet demand, while others drift off into oblivion. Voicemail, for instance, continues to fade fast, for this mode of communication has become increasingly bothersome in today's hyper-connected world. Read more »
Mila D'Antonio | December 22, 2014
In his book, The Self-Destructive Habits of Good Companies: ...And How to Break Them, author Jagdish N. Sheth offers sage advice: "shine a light on the dark places in your business. Uncover self-destructive habits before they destroy you." Understandably it's hard to kick a bad habit, but with dedication and self-observation you can successfully break the most common bad business habits. Here are four to eliminate in 2015: Read more »
Anna Papachristos | December 17, 2014
Behold, free shipping! One of life's small victories, particularly during the holiday season. For some online retailers, such offers have become universal, while others make consumers earn their reward. In my case, I met Free People's minimum purchase requirement by mere dollars. But, what I saved in shipping costs, I inevitably spent in time. Read more »
Guest Blogger: Sam Stern | December 12, 2014
Companies with customer-obsessed cultures--think USAA or Southwest Airlines--differentiate themselves in their industries and earn major financial benefits as a result. But customer-obsessed cultures don't just happen: To help transform a culture, customer experience professionals must develop training and coaching curriculum that touches all employees. Read more »
Anna Papachristos | December 10, 2014
Though it might be starting to look a lot like Christmas, there's still room for retail customer experience improvements everywhere you go. The holiday season often exposes weaknesses in service strategies, as stores scramble to meet demand and generate profits. However, retailers should use this time to assess their current approach, learn valuable lessons, and make plans for the future. Read more »
Mila D'Antonio | December 8, 2014
The term, "disruption" has become the business buzzword of the year. But it's more than just jargon. Disruption in business involves having the ability to sense changes occurring in technology, customer behaviors, and product demands and being able to evolve quickly and implement plans outside the norm for long-term survival. Read more »
Guest Blogger: Harley Manning | December 5, 2014
About two years ago I stopped taking cabs from my home in the suburbs of Boston to Boston's Logan airport. I wasn't drawn away by Uber; my local cab company pushed me away with its awful customer experience. Read more »
Mila D'Antonio | December 3, 2014
Technology is increasingly earning a place in every aspect of our lives--from conducting routine tasks like creating shopping lists to helping to transform our lifestyles, health, and mindsets. Read more »
Mila D'Antonio | December 1, 2014
If you were one of the 133.7 million shoppers who braved the malls and stores on Black Friday to find deals, you may have noticed smaller crowds and shorter lines. The National Retail Federation reported that Black Friday sales fell sharply this year (5.4 percent) due to the latest trend of retail sales creeping and spreading throughout the entire holiday season. Read more »
Anna Papachristos | November 26, 2014
While sales teams are an important driving force for profit in organizations across all industries, Sonic Automotive recognized that most are rarely given the tools necessary to achieve success. Thus, the auto retailer partnered with MicroStrategy to address the lack of insight accessibility by deploying FIRE (Financial and Insurance Reporting Engine), Sonic Automotive's internal mobile application, which enables sales professionals to close deals. Read more »
Mila D'Antonio | November 24, 2014
Tis the season for celebration, giving, and...shopping! As Black Friday approaches and Cyber Monday nears, consumers are thinking of how to score the best deals possible, while retailers focus on delivering the best possible customer experience. Here are five tips to help boost your customer engagement and increase retention during the holiday shopping season: Read more »
Anna Papachristos | November 19, 2014
For many large retail chains, Black Friday and Cyber Monday remain incredibly profitable, as special sales and incentives still generate an uptick in revenue. However, relying too heavily on these crazy shopping days isn't necessarily the best approach, for companies of all sizes--particularly small businesses--should put more emphasis on retaining and attracting new customers throughout the holiday shopping season to boost the bottom line and foster long-term loyalty. Read more »
Guest Blogger: Rick Parrish | November 14, 2014
If you weren't looking, you might have missed a major recent development in federal customer experience (CX). In August, the White House announced the creation of the U.S. Digital Service (USDS), a team of experienced technologists based in the Office of Management and Budget and led by Deputy Federal CIO Mikey Dickerson. The team's job, simply put, is to improve federal CX by establishing digital services standards and accountability, identifying scalable customer-facing CX technologies for federal agencies to use, and Read more »
Anna Papachristos | November 12, 2014
Until last week, I would've guessed John Lewis was merely some faceless man I'd never met. But, thanks to the brilliant minds behind the brand's latest holiday ad campaign, this U.K. department store can officially claim responsibility for making my heart grow three sizes in just two minutes' time. Read more »
Mila D'Antonio | November 10, 2014
Visual content is changing social media and marketing campaigns. Businesses are finding that content that contains images is more valuable for businesses, as it has a higher chance of being shared than anything else on social media with statistically more page visits and increased engagement. Read more »
Guest Blogger: Michael Gazala | November 7, 2014
2014 wasn't a good year to be average. Since 2007, the average customer experience in the industries that Forrester tracks has gone up across the board, and the number of truly awful experiences has dropped like a rock. So if your CX is average, it's just not good enough to win, serve, and retain customers. And it won't get any easier next year: With companies investing more than ever to differentiate their customer experience, your average offering will soon be Read more »
Anna Papachristos | November 5, 2014
Though new technologies often attract millennials, marketers frequently fail to recognize that, in today's hyper-connected world, such advancements are no longer reserved for the young. Digital video, for instance, has taken on new life, as older generations have come to enjoy the inherent convenience just as much as their younger counterparts. However, in many cases, marketers have yet to acknowledge said developments, thereby robbing themselves of the opportunity to engage all relevant audiences appropriately and simultaneously. Read more »
Mila D'Antonio | November 3, 2014
Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights the individuals responsible for game-changing customer-focused strategies-- a truly unique event that honors the leaders who create innovative change in their organizations. Read more »
Anna Papachristos | October 29, 2014
Though Halloween may be known for its tricks and treats, the craziest antics often come well before All Hallows' Eve even arrives. You see, as Halloween continues to gain in popularity, consumers are now scrambling to conjure up costumes and stockpile sweets before one holiday rolls into the next. In fact, according to the NRF's Halloween Consumer Spending Survey, consumers are expected to spend $7.4 billion on Halloween goods in 2014. Thus, with added importance and immediacy driving shoppers to Read more »
Guest Blogger: Sam Stern | October 24, 2014
In my latest report for Forrester, How Customer Experience Champions Transform Culture, I take a closer look at how companies are using these programs to drive customer obsession. In 2014, a number of companies have launched their own versions of these programs, so we thought it was time to take a closer look. These programs work as extensions of core customer experience teams which tend to be quite small. Champions help: Read more »
Anna Papachristos | October 22, 2014
Over the years, loyalty programs and strategies have evolved to reflect consumer behaviors. But, as the competition within various markets becomes increasingly fierce, cultivating said loyalty has become more challenging than ever. Thus, companies across industries are now working to embrace the ever-growing spectrum of digital channels to create communities and facilitate conversation. Read more »
Mila D'Antonio | October 20, 2014
As more and more consumers gravitate toward mobile as their preferred channel to conduct their daily tasks, customer service will be well on its way to becoming the future trend for mobile apps and services. Read more »
Anna Papachristos | October 15, 2014
If you visit your local Target's seasonal department, you may notice an interesting dynamic. Though the majority of these aisles are clogged with glittery Halloween costumes and sweets galore, Christmas lights and holiday lawn decorations have started to infiltrate the back wall, while gift-wrap materials are now intertwined with the leftover garden supplies of the spring and summer. Here, the entire year melds into one, allowing no single season its fair share of the spotlight. Read more »
Guest Blogger: Harley Manning | October 13, 2014
Successful leaders today must challenge the status quo, abandon standard processes, and embrace creative disruption, according to thought leaders at this year's World Business Forum. Read more »
Don Peppers | October 7, 2014
Most definitions of "customer experience" boil down to how a customer perceives all their various interactions with a product. And of course this only really makes sense when we try to view it from the customer's own point of view. The quality of a customer's experience with your product or service is whatever the customer says it is. Read more »
Tom Hoffman | October 7, 2014
There are multiple ways that organizational leaders measure customer experience, including first contact resolution (FCR), customer satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES) to name a few. In observation of CX Day (#CXDay), a date that's celebrated by the CXPA to recognize great customer experiences and the professionals who make them possible, I thought I'd share a few observations - and predictions - as to how customer experience measurements will change in coming years and the factors behind Read more »
Mila D'Antonio | October 7, 2014
Creating the perfect customer experience is a challenge for many of us. In recent years, we've seen many customer experience blunders. J.C. Penney, for instance, stands out as one of the most well known when it overhauled its operations without asking many customers what they wanted. The company changed the layout of nearly every store, overwhelming and losing long-time customers resulting in a 25 percent sales loss in one year. Read more »
Mila D'Antonio | October 6, 2014
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. Read more »
Judith Aquino | September 25, 2014
At Uber, employees receive a reward for an idea that isn't implemented, i.e., a "losing idea" as well as ideas that are adopted, said Uber General Manager Chris Nakutis. Read more »
Anna Papachristos | September 24, 2014
For as long as I can remember, I've always referred to my legs as "chubby stubs" because when you're 4'11" all such body parts tend to grow outward, not upward. Thus, when winter boot season arrives, I typically gravitate toward the shorter varieties because I'm well aware that knee-high boots are reserved for tall women with toothpick limbs. Read more »
Mila D'Antonio | September 22, 2014
In the 1970's when Larry Ellison worked at Amdahl, an IT company that specialized in IBM mainframe, he came across a paper that would serve as the catalyst that would alter the course of his entire life."A Relational Model of Data for Large Shared Data Banks," by Edgar F. Codd described the concept of Structured Query Language (SQL) he had developed at IBM. Codd's employers saw no commercial potential in the SQL concept, but Ellison did. Read more »
Mila D'Antonio | September 15, 2014
Apple's influence is undeniable. In the first 24 hours since announcing the new iPhone 6 last week, the company took 4 million preorders in the first 24 hours. Read more »
Guest Blogger: Harley Manning | September 12, 2014
I love Europe. I especially love the fact that in a very real sense there is no "Europe" as such: the U.K. experience is not the German experience, which is not the French experience, which is not the Italian experience, and so on. Read more »
Anna Papachristos | September 10, 2014
We live in an era where innovation enthusiasts salivate over the prospect of an all-new Apple product. People crave the latest gadgets so strongly that they willingly camp out just so they may be first to own such goods. Yet, while this obsession with technology continues to fuel exploration and drive progress, fewer individuals choose to embrace traditional media with each passing day. Read more »
Mila D'Antonio | September 8, 2014
The Home Depot last week confirmed it's investigating "unusual activity" concerning its customer data after an investigative report revealed possible fraudulent activity on the company's payment systems. Read more »
Guest Blogger: Sam Stern | September 5, 2014
Companies that were founded on customer obsession -- like Southwest Airlines, Vanguard, and USAA -- derive significant financial benefits as a result. That's because a customer-obsessed culture helps customer experience professionals deliver high-quality, on-brand, consistent experiences that drive loyalty. Fortunately, even companies that weren't founded on customer obsession can transform their cultures and see big returns on their efforts. For example: Read more »
Anna Papachristos | September 3, 2014
When it comes to jargon, it's often hard to uncover what's hiding behind those fancy words. In the marketing world, however, one term continues to perplex the masses more than most: Native advertising. Yet, while many still fail to fully grasp its meaning and intention, this mode of content creation persistently proves to be lucrative, encouraging widespread adoption despite its veiled existence. Read more »
Mila D'Antonio | August 25, 2014
Unless you've been living in a dark hole for the past month, you've heard of the "The Ice Bucket Challenge" and are likely one of the millions of people who've uploaded an ice bucket video to social media. The challenge, which involves dumping a bucket of icey water over one's head in an effort to raise awareness for the ALS Association, has morphed into a pop culture phenomenon of the summer, particularly in the United States. Read more »
Guest Blogger: Harley Manning | August 22, 2014
Last week I blogged a video recap of day one of Forrester's Customer Experience Forum East, 2014. I had originally planned that post to cover both days of the forum, which has grown to become Forrester's largest event in our 30+ year history. But at some point I realized that there was just too much material to cram into a single post. Which led, inevitably, to this post with my video recap of day two. Read more »
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