Category: Customer Engagement

• Brand Convergence Cross Channel Experience Culture Customer Engagement Customer Experience Customer Service Design Forrester Research Multichannel

  Outside In: Forrester Customer Experience Forum 2012

  Last week a steamy New York City hosted the Forrester Research Customer Experience Forum, Outside In: The Power Of Putting Customers At The Center Of Your Business. The forum content was carefully designed to support and provide real world examples connected to the upcoming book Outside In by Kerry Bodine and…

  July 1, 2012
• Customer Engagement Customer Experience Design Feedback Personas Voice of the Customer

  The Role of the Persona is Shifting

  I have been a proponent of using Personas to assist in the design of digital interfaces since 2003. I still believe in them, but I think their role has shifted and has perhaps become a bit diminished. Personas are user archetypes, models of groups of users that help define features, requirements…

  April 10, 2012
• Customer Engagement Customer Experience Customer Service

  A Good Customer Experience is a Positive Company Outcome

  Customer experience can have numerous meanings, mostly likely driven by where you work in a company. I have been polling people for a while now about what Good Customer Experience means, the other kind doesn’t much matter, and have distilled those replies into the following definition. Good Customer Experience:  An…

  June 27, 2011
• Convergence Customer Engagement Customer Experience Customer Service Disney Multichannel Process Social Media Technology Twitter

  Say Goodbye to the Call Center

  Earlier this week I attended the Customer Response Summit in Hollywood, Florida. It’s an In The Know event, a company that stays on the forefront of how corporations are dealing with customer care and customer experience in this rapidly evolving digital landscape. We used to call it Web 2.0, but…

  May 13, 2011
• Customer Engagement Design Engagement Facebook Marketing Social Media Social Networks

  Facebook is a Tough Place for Brands to Call Home

  There’s no denying that Facebook is becoming a major channel for brands on the planet. I spend quite a bit of time there and likely you do as well. Brands are investing significant amounts of thought, human capital and money in hopes of garnering customer engagement and eventually revenue. But…

  April 9, 2011
• Cross Channel Experience Culture Customer Engagement Customer Experience

  Can Customer Experience Drive Business Decisions?

  Companies are getting more serious about delivering a better customer experience. Thanks to research firms, passionate consultants and champions inside company walls, senior executives are more aware of CX and willing to support staff and programs to improve it. So how far will they go? Right now it’s about making…

  February 10, 2011
• Brand Customer Engagement Engagement Networks Social Media

  The Soul of a Brand

  What’s your soul worth? Bart Simpson sold his to Milhouse for $5.00. I would say he may have left some money on the table. Not to worry, this post is not about any particular spiritual compass, but it is the longest post I’ve ever written, 1,486 words. Let’s say that…

  October 18, 2010
• Customer Engagement Forrester Research Marketing Measurement Metrics Networks Social Media Social Networks Twitter

  Adaptive Marketing: Coping with Real Time Customers

  The theme of the recent Forrester Marketing Forum held in Los Angeles this past April was Adaptive Marketing: How to Design a Flexible Organization to Thrive on Change. As usual there were Forrester speakers and presentations by big brands who have been working to either adapt their own marketing efforts to…

  May 14, 2010
• Customer Engagement Social Media Social Media Molecule

  Create a Social Network Inside your Company to Succeed

  Large corporations are beginning to give Social Media more face time, but it’s still well down the food chain for resources and attention in most C-Suites. There are good reasons for this; no reliable ROI, potential risk, medium not fully understood, don’t see how it can scale. It’s popular to…

  November 27, 2009