Expert insights. Personalized for you.
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. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. MORE
Salesforce Research’s Second Annual State of Service study surveyed over 2,600 global service professionals to understand what trends are driving the future of customer service, and what practices set high-performing teams apart from the rest. Customer Service FREE Resources Kerry Bodine & Co. MORE
Image courtesy of humansdevel Today I'm pleased to share a guest post by Paul Laughlin. Different businesses continue to use the term “Customer Insight” to mean different things. In our poll of over 100 customer insight leaders, only half considered data management or database marketing to be part of Customer Insight. The majority also had only research reporting into them, not analytics. analytics big data customer experience data insight MORE
My wife is an educator; actually, she is a graduate school professor of educational leadership. She recently mentioned a powerful quote by revered educator, author and speaker Nicholas Ferroni that got me thinking about customers. What is the customer-centric version of that quote? Customers who feel loved come to your business to get a great service experience; customers who aren’t loved come to your business to get a great customer experience. MORE
Image courtesy of Thomson Data LLC Are you a B2B company struggling with customer experience challenges? When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. Those are just a few examples of why I wanted to revisit a question I posed in a post I wrote two years ago: If you work for a B2B company, is customer experience still an important focus? What's the strategy? B2B customer experience MORE
In the age of the customer, companies must transform their cultures from product-centric to customer-centric. Customer centricity requires all employees to understand who their customers are, how customers perceive their interactions with the company, and the roles employees play in delivering the overall experience. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog. MORE
Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. However, the goal of this market research is to find the expectations, likes and dislikes of customers regarding particular products or services. MORE
We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program. MORE
Last week I wrote a long post on “The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service“ So this week I wanted to write a shorter thought piece on a topic getting a lot of airtime these days; that of smart things, the IoT or the Internet of Things. The post Are Smart Things Really Smart? MORE
In the early 2010s, the Age of the Customer emerged. The Age of the Customer continues today—and the data shows it. And 83 percent of consumers say they will not do business with brands they don’t trust. MORE
If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled. Traditionally, customer satisfaction surveys have focused on collecting aggregate data. In the world of market research, this approach makes sense. These automatic notifications are a core element in a closed-loop customer feedback system. MORE
Earlier this year I wrote about the impact of AI and ML on digital marketing. The article is called “ AI and ML are Taking Digital Marketing to the Next Level.” So this week I wanted to write about the impact of smart choices for business in general. MORE
Why to Apply Servant Leadership in Customer Service. The business age we live and work in today is often called the Age of the Customer which means that shifting the focus on the customer now matters more than any other single factor like product innovation and technology racing. No surprise, these days we often hear that customer experience is the new competitive battlefield. MORE
How to Build and Maintain Digital Customer Relationships. Improving the overall customer experience is a top business priority for companies and the main driver behind their digital transformation goals for 2016, according to a new Accenture study “ Digital Transformation in the Age of the Customer ”. Below are a few of such steps. When people have a less-than-favorable online experience, they fault the company immediately. MORE
Companies want customer-obsessed cultures that will help them differentiate in the age of the customer. But transforming a culture can be a challenge: It requires all employees to understand who their customers are, how customers perceive their interactions with the company, and what roles employees need to play in delivering the overall experience. MORE
The fifth of my customer experience competencies is one-company accountability, leadership, and culture. How are they approaching customer issues? Are they on the same page? One of the biggest challenges of the first few months of this work (at a high level) is making sure the executive leadership is united towards customer-driven growth. One-company executive leadership: The key questions. MORE
In today’s digital world, power rests with the consumer. And in ‘the age of the customer’, they also have more power than ever to get their voices heard. To manage this, businesses must do all they can to perfect the customer experience. MORE
It’s a tale you’ve heard before with the message of caveat emptor. Everything starts fine, the whole thing seems like a promising partnership between you and your chosen CRM vendor. But…the more you learn, the more flaws you find, flaws th at you can’t stand. MORE
For those who--despite the healthcare.gov customer experience debacle--remain unconvinced that the Age of the Customer applies to governments, the Sochi Olympics should do the trick. Both customer experience (CX) disasters have highlighted a hard lesson for governments: The same technologies that empower customers in the private sector also allow the people to control the public narrative. MORE
Buzzwords come and go in the customer experience worlds, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. MORE
Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’. MORE
This ability to shift models, create product lines, and push them out to customers rapidly has changed everything. Which makes customer experience (CX) the most important differentiator and success factor your business has. So, let me cut right to the point. The answer? MORE
The Age of the Customer. Customer Obsession. Customer Centricity. Whatever you want to call it, we know that this day and age companies must deliver experiences that truly meet customers’ ever-increasing expectations. We sometimes forget, though, that it’s not the “company” delivering the experience to the customer, it’s the company’s employees. MORE
Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. In this blog, we’ll take a look through some essential infrastructure for the modern contact center, before taking a look at some emerging solutions that could greatly benefit your contact center. Handpicked related content for you: Top Customer Service Conferences in 2020. Expectation are on the Rise. MORE
It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy? MORE
To succeed in the age of the customers, call centers need to transform into action centers focused on meeting and exceeding customer expectations. A Forrester report concluded that just 31% of all organizations really look closely at the quality of the customer service interactions taking place in their call center each day. MORE
Age of the Customer Related Topics Customer Bliss
OCTOBER 25, 2016
The fifth of my customer experience competencies is one-company accountability, leadership, and culture. How are they approaching customer issues? Are they on the same page? One of the biggest challenges of the first few months of this work (at a high level) is making sure the executive leadership is united towards customer-driven growth. One-company executive leadership: The key questions.
C3Centricity
NOVEMBER 30, 2020
Earlier this year I wrote about the impact of AI and ML on digital marketing. The article is called “ AI and ML are Taking Digital Marketing to the Next Level.” So this week I wanted to write about the impact of smart choices for business in general.
This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
1 to 1
FEBRUARY 20, 2014
For those who--despite the healthcare.gov customer experience debacle--remain unconvinced that the Age of the Customer applies to governments, the Sochi Olympics should do the trick. Both customer experience (CX) disasters have highlighted a hard lesson for governments: The same technologies that empower customers in the private sector also allow the people to control the public narrative.
C3Centricity
MARCH 10, 2016
Last week I wrote a long post on “The 7 Essential Differences Between Simply Responding to Customers and Providing True Customer Service“ So this week I wanted to write a shorter thought piece on a topic getting a lot of airtime these days; that of smart things, the IoT or the Internet of Things. The post Are Smart Things Really Smart?
Provide Support
DECEMBER 1, 2016
Why to Apply Servant Leadership in Customer Service. The business age we live and work in today is often called the Age of the Customer which means that shifting the focus on the customer now matters more than any other single factor like product innovation and technology racing. No surprise, these days we often hear that customer experience is the new competitive battlefield.
Win the Customer
JANUARY 27, 2015
To succeed in the age of the customers, call centers need to transform into action centers focused on meeting and exceeding customer expectations. A Forrester report concluded that just 31% of all organizations really look closely at the quality of the customer service interactions taking place in their call center each day.
Zendesk
NOVEMBER 15, 2021
In the early 2010s, the Age of the Customer emerged. The Age of the Customer continues today—and the data shows it. And 83 percent of consumers say they will not do business with brands they don’t trust.
Comm100
FEBRUARY 18, 2021
Buzzwords come and go in the customer experience world, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’.
1 to 1
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. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Comm100
FEBRUARY 18, 2021
Buzzwords come and go in the customer experience worlds, but while we lose our patience with most, there are some that rightfully stick around. In 2013, Forrester Research landed on one such phrase – the ‘age of the customer’.
.png)
CX Accelerator
FEBRUARY 12, 2018
We now live in the age of the customer, where customers expect consistent, high-value experiences. If customers don’t get immediate value, they will likely leave and go to a company who will deliver an experience that meets their expectations. To be able to know and understand what customers want, companies must listen to their customers. That’s why companies are implementing some type of voice of the customer (VoC) program.
1 to 1
JUNE 26, 2014
Companies want customer-obsessed cultures that will help them differentiate in the age of the customer. But transforming a culture can be a challenge: It requires all employees to understand who their customers are, how customers perceive their interactions with the company, and what roles employees need to play in delivering the overall experience.
Chip Bell
JULY 16, 2019
My wife is an educator; actually, she is a graduate school professor of educational leadership. She recently mentioned a powerful quote by revered educator, author and speaker Nicholas Ferroni that got me thinking about customers. What is the customer-centric version of that quote? Customers who feel loved come to your business to get a great service experience; customers who aren’t loved come to your business to get a great customer experience.
Comm100
MAY 16, 2021
In today’s digital world, power rests with the consumer. And in ‘the age of the customer’, they also have more power than ever to get their voices heard. To manage this, businesses must do all they can to perfect the customer experience.
PeopleMetrics
OCTOBER 25, 2017
It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater share of our hearts, minds, and wallets. Customers hold more decision power than ever in an era where information about any company’s products and services is just a mobile search away. Where does the Voice of the Customer (VoC) land in the priorities for your company’s overall strategy?
1 to 1
JUNE 13, 2014
In the age of the customer, companies must transform their cultures from product-centric to customer-centric. Customer centricity requires all employees to understand who their customers are, how customers perceive their interactions with the company, and the roles employees play in delivering the overall experience. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
PeopleMetrics
MARCH 1, 2017
If you’ve been keeping up with this series, you're familiar with the idea of gathering continuous customer feedback. But it's important to note the changing environment for how that feedback is handled. Traditionally, customer satisfaction surveys have focused on collecting aggregate data. In the world of market research, this approach makes sense. These automatic notifications are a core element in a closed-loop customer feedback system.
Inside Intercom
MARCH 22, 2022
This ability to shift models, create product lines, and push them out to customers rapidly has changed everything. Which makes customer experience (CX) the most important differentiator and success factor your business has. So, let me cut right to the point. The answer?
Confirmit
MAY 27, 2019
The Age of the Customer. Customer Obsession. Customer Centricity. Whatever you want to call it, we know that this day and age companies must deliver experiences that truly meet customers’ ever-increasing expectations. We sometimes forget, though, that it’s not the “company” delivering the experience to the customer, it’s the company’s employees.
Callminer
FEBRUARY 27, 2019
Voice of the Customer (VoC) is a type of market research which aims to better understand current and prospective customers. Essentially, the process of finding the voice of the customer can be done a number of ways, using many different methods. However, the goal of this market research is to find the expectations, likes and dislikes of customers regarding particular products or services.
Fonolo
MAY 17, 2017
Although there’s a plethora of intelligent call center technology to take advantage of, many organizations still only have basic functionalities in place. In this blog, we’ll take a look through some essential infrastructure for the modern contact center, before taking a look at some emerging solutions that could greatly benefit your contact center. Handpicked related content for you: Top Customer Service Conferences in 2020. Expectation are on the Rise.
CX Journey
SEPTEMBER 24, 2015
Image courtesy of humansdevel Today I'm pleased to share a guest post by Paul Laughlin. Different businesses continue to use the term “Customer Insight” to mean different things. In our poll of over 100 customer insight leaders, only half considered data management or database marketing to be part of Customer Insight. The majority also had only research reporting into them, not analytics. analytics big data customer experience data insight
CX Journey
FEBRUARY 23, 2016
Image courtesy of Thomson Data LLC Are you a B2B company struggling with customer experience challenges? When I go to customer experience conferences, B2B companies are under-represented, both in attendees and speakers. Those are just a few examples of why I wanted to revisit a question I posed in a post I wrote two years ago: If you work for a B2B company, is customer experience still an important focus? What's the strategy? B2B customer experience
SugarCRM
MAY 18, 2020
It’s a tale you’ve heard before with the message of caveat emptor. Everything starts fine, the whole thing seems like a promising partnership between you and your chosen CRM vendor. But…the more you learn, the more flaws you find, flaws th at you can’t stand.
Provide Support
APRIL 13, 2016
How to Build and Maintain Digital Customer Relationships. Improving the overall customer experience is a top business priority for companies and the main driver behind their digital transformation goals for 2016, according to a new Accenture study “ Digital Transformation in the Age of the Customer ”. Below are a few of such steps. When people have a less-than-favorable online experience, they fault the company immediately.
40 
Let's personalize your content