8 Customer Experience Trends For 2011

Download report for FREE It’s the time of year when prognosticators drag out their crystal balls and divine about next year. Well, I’m not too different. But instead of a crystal ball, I’ll tap into the 8 customer experience megatrends that I outlined earlier this year. They remain the key trends that I think we’ll see in 2011. Here are the 8 megatrends along with my thoughts about how they’ll play out in 2011: 1. Customer Insight Propagation. Most decisions in companies are made without any real customer insight. Companies will increasingly recognize that they need to integrate a deeper understanding of their customers throughout Read More …

Happy National Customer Service Week!

One of my 8 Customer Experience Megatrends is Customer Service Rejuvenation, which I describe as follows: As companies do touchpoint analyses and customer journey maps, they often find that customer service is a key “moment of truth” for customers. Unfortunately, the cost-cutting in this area over the last several years has created many poor experiences. Companies are recognizing that poor customer service is creating a very negative perception of their brand and will increasingly make investments to improve these experiences Customer service has been a very under-appreciated interaction, so I am thrilled to celebrate National Customer Experience Week this week. Hopefully all Read More …

Customer Insight and Action (CIA) Platforms Emerge

In the Temkin Group report, The Evolution Of Voice Of The Customer Programs, we label a class of applications as “Customer Insight and Action (CIA) Platforms” which we define as: A technology for automating multi-channel customer feedback, analysis, and response and the related workflow associated with closed-loop voice of the customer programs Some people have asked why I didn’t call them Enterprise Feedback Management (EFM) applications, which is a term that has some traction throughout the industry (thanks to Carl Henning). While that’s a great question, it didn’t seem appropriate for me to address it in the report. But that’s why I love to blog; Read More …

The Evolution Of Voice Of The Customer Programs

We just published a new report, The Evolution Of Voice Of The Customer Programs: Large Organizations Need Customer Insight And Action (CIA) Platforms Download report for $195 We get a lot of requests for help with voice of the customer (VoC) programs, so we’ve been doing a lot of new research in the area. This is the first report to come from that effort, but there is a lot more to come. Since there’s so much demand for this topic, we decided to offer a 50% discount to get the report “out there.” So, for a little while, you can use coupon code VOC50 for this report Read More …

It’s Time For Text Analytics

After my previous post about Goofy, I feel the need to get a bit more serious about text analytics. This is a capability that ALL large organizations will need to deploy within the next couple of years. At the Clarabridge event this week, I got to spend time with many executives from large companies that were thrilled with the results from their text analytics efforts. While most companies were still in relatively early stages of their deployments, the ROI of their efforts were already compelling. The business results for using text analytics came from areas like: Reducing warranty costs by spotting quality issues much faster Identifying Read More …

Exterminate Bad Experiences RightNow

At its user conference in Colorado Springs, RightNow Technologies announced a new mission: To rid the world of bad experiences. CEO Greg Gianforte unveiled the mission along with its three pillars: Invest in its solution to help RightNow clients eliminate bad customer experiences from their consumer base. Improve the way it engages with their clients to ensure they always have great experiences when interacting with RightNow Give back to the communities in which it operates. Here are some details that went along with the announcement: It renamed its platform: RightNow CX, the customer experience suite. It announced three new social media offerings (RightNow Support Community, RightNow Innovation Community, Read More …