Forrester's Customer Insights

DECEMBER 17, 2019

The Decade Cyber Went Mainstream Yes, technically, decades begin in years that end in one, but it’s easier to say the 2010s than the 2011s. Prior to 2010, cybersecurity was an insular domain. No one really cared, until something they were using didn’t work. Devices blew up due to malware or adware, and users got […].

Data 49

Data Customers 49

MyCustomer

DECEMBER 13, 2019

Who were the customer experience leaders in 2010? How has the CX landscape changed since then? As businesses enter a new decade, it’s worth.W 13th Dec 2019. By Neil Russell-Smith Head of Marketing, EMEA.

Marketing 40

Marketing Customer Experience Customers 40

InMoment XI

MAY 22, 2010

The overall theme this year was “turn status quo into status go” and included presentations geared towards helping customers analyze their data, create actionable and deliverable insights, then implementing programs and processes to ultimately increase profitability.

Engagement 200

Engagement Data Customers 200

InMoment XI

MAY 22, 2010

The overall theme this year was “turn status quo into status go” and included presentations geared towards helping customers analyze their data, create actionable and deliverable insights, then implementing programs and processes to ultimately increase profitability.

Engagement 200

Engagement Data Customers 200

InMoment XI

MAY 22, 2010

The overall theme this year was “turn status quo into status go” and included presentations geared towards helping customers analyze their data, create actionable and deliverable insights, then implementing programs and processes to ultimately increase profitability.

Engagement 200

Engagement Data Customers 200

InMoment XI

MAY 2, 2016

Automotive Dealership Loyalty Study Background Follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study: Two Data Sets All Respondents (n=12,875) Weighted to 2009 and 2010 vehicle sales by model Used for Sales to Service Loyalty analyses and service usage analyses Vehicle Replacers (n=5228) 5431 (..)

Automotive 200

Automotive Study Loyalty Sales 200

InMoment XI

MAY 2, 2016

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study.

Automotive 266

Automotive Study Loyalty Customers 266

Beyond Philosophy

MARCH 11, 2023

I have been watching the American Customer Satisfaction Index for over 20 years. After nearly two decades of investment in customer experience, only 20 percent of organizations have managed to improve their customer satisfaction scores—leaving the vast majority, 80 %, having failed to do so. Check it out here.

Company 17

Company Effort Score Customer Satisfaction Trends 17

BlueOcean

MAY 18, 2022

Blue Ocean, an award-winning provider of customer care solutions, is delighted to announce the promotion of Amy Bennet Roach to Vice President, Sales and Marketing. Amy joined the Blue Ocean team as Communications Manager in 2010, bringing with her a wealth of experience in marketing, advertising, communication, and public relations.

Sales 156

Sales Marketing Advertising Customer Care 156

InMoment XI

MAY 2, 2016

Automotive Dealership Loyalty Study Background Purpose of the Study: To determine the relationship between dealership satisfaction, dealership customer loyalty and dealership revenues. This was a follow-up study of 2009 and 2010 model year vehicle purchasers who returned MaritzCX’s New Vehicle Customer Study.

Automotive 200

Automotive Study Loyalty Customers 200

InMoment XI

MARCH 29, 2013

I recently stumbled upon a 2010 Consumer Reports study where Americans rated poor customer experiences like hidden fees and incomprehensible bills as more annoying than dog poop. By my count, eleven of the top twenty annoyances are customer experiences (and a few others are arguable). But it turns out to be true.

Customer Experience 200

Customer Experience Study Report Consumers 200

InMoment XI

MARCH 29, 2013

I recently stumbled upon a 2010 Consumer Reports study where Americans rated poor customer experiences like hidden fees and incomprehensible bills as more annoying than dog poop. By my count, eleven of the top twenty annoyances are customer experiences (and a few others are arguable). But it turns out to be true.

Customer Experience 200

Customer Experience Study Report Consumers 200

InMoment XI

MARCH 29, 2013

I recently stumbled upon a 2010 Consumer Reports study where Americans rated poor customer experiences like hidden fees and incomprehensible bills as more annoying than dog poop. By my count, eleven of the top twenty annoyances are customer experiences (and a few others are arguable). But it turns out to be true.

Customer Experience 200

Customer Experience Study Report Consumers 200

Kerry Bodine

JANUARY 23, 2021

Amazon tells me that I last purchased Tony Hsieh’s book Delivering Happiness on August 26, 2010. With every page turn I soaked up his beliefs that corporate culture and customer-centricity could lead to wild business success. 1) I would devote my career to helping organizations improve their customer experiences. I was hooked.

Advertising 177

Advertising Customer Centricity Retail Culture 177

Forrester

JULY 7, 2015

A graphic that plots the relative Google search frequency of the term "customer satisfaction" against the search frequency of the term "customer experience.". Then in 2010 - pow! Customer experience" starts shooting up like a rocket while "customer satisfaction" takes a deep dive. Customer Experience Forum EMEA.

Tips 40

Tips Customer Satisfaction Customer Experience Consumers 40

InMoment XI

JANUARY 19, 2016

What Do Your Customers Want? In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture.

Strategy 200

Strategy Culture Customer Experience Customers 200

InMoment XI

JANUARY 19, 2016

What Do Your Customers Want? In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture.

Strategy 200

Strategy Culture Customer Experience Customers 200

InMoment XI

JANUARY 19, 2016

What Do Your Customers Want? In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture.

Strategy 200

Strategy Culture Customer Experience Customers 200

InMoment XI

JANUARY 19, 2016

What Do Your Customers Want? In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture.

Strategy 200

Strategy Culture Customer Experience Customers 200

ijgolding

JUNE 14, 2017

The Shop Direct Board of Directors with the stiletto shoe at the launch of ‘Feet in the Street’ in 2010. Over the last few months, I have been exploring in detail my perspective on seven ‘tips’ that will enable any organisation to become genuinely customer centric.

Customer Centricity 171

Customer Centricity Communication Culture Customers 171

InMoment XI

JANUARY 26, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy.

Culture 200

Culture Strategy Customer Experience Customers 200

InMoment XI

JANUARY 26, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy.

Culture 200

Culture Strategy Customer Experience Customers 200

InMoment XI

JANUARY 26, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy.

Culture 200

Culture Strategy Customer Experience Customers 200

InMoment XI

JANUARY 26, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy.

Culture 200

Culture Strategy Customer Experience Customers 200

Kerry Bodine

MAY 1, 2018

And while a lot has changed in the world and in the sphere of customer experience during that time, I firmly believe that the analysis and advice in the book are just as relevant in 2018 as they were in 2012. So equating customer service with customer experience is like saying that a safety net is a trapeze act.

Customer Journeys 168

Customer Journeys Analysis Customers Groups 168

InMoment XI

JANUARY 5, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy.

Strategy 200

Strategy Culture Customer Experience Customers 200

InMoment XI

JANUARY 5, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy.

Strategy 200

Strategy Culture Customer Experience Customers 200

InMoment XI

JANUARY 5, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy.

Strategy 200

Strategy Culture Customer Experience Customers 200

InMoment XI

JANUARY 5, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 – Competency, Credibility and Culture. The 5 steps to building a customer experience strategy.

Strategy 200

Strategy Culture Customer Experience Customers 200

InMoment XI

JANUARY 12, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture. I mean really, who are you? The 5 steps. View Article

Strategy 200

Strategy Culture Customer Experience Customers 200

InMoment XI

JANUARY 12, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture. I mean really, who are you? The 5 steps. View Article

Strategy 200

Strategy Culture Customer Experience Customers 200

InMoment XI

JANUARY 12, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture. I mean really, who are you? The 5 steps. View Article

Strategy 200

Strategy Culture Customer Experience Customers 200

InMoment XI

JANUARY 12, 2016

In this series, I’ll be talking about the 5 steps to building a differentiating customer experience strategy. The Customer Experience Strategy is a part of the Competency pillar within the Three Cs Framework I introduced in 2010 –Competency, Credibility and Culture. I mean really, who are you? The 5 steps. View Article

Strategy 200

Strategy Culture Customer Experience Customers 200

Customers That Stick

DECEMBER 3, 2019

It is an amazing time to be a customer experience expert and a fascinating time to look back at the immense changes to both the idea and practice of customer experience that the last decade has brought. And by the way, make sure to check out our blog next week because we’re going to look at three. Read the rest here. »

Customer Experience 103

Customer Experience Retail Tips Customers 103

Experience Matters

JUNE 27, 2019

It’s hard to say goodbye to a site and a brand that we built and nurtured since May 2010. To quote a line from Winnie-the-Pooh… How lucky I am to have something that makes saying goodbye so hard.

Groups 186

Groups Brands Customer Experience Customers 186

Forrester's Customer Insights

APRIL 19, 2024

In 2022, a staggering 62 million tons of e-waste were generated, with an 82% increase from 2010. They are the technological equivalent of steel and concrete, with sustainability implications that far surpass their usage. Twenty-seven […]

Technology 30

Technology Customers 30

Conversocial

JUNE 18, 2021

Since the mid 1990s the total number of brick and mortar branches in the UK has fallen by 28% and it’s a similar story in the US, with 12,000 closing between 2010 - 2019. Among the biggest complaints are long waits for customer support, unsatisfactory resolution and poor or inconsistent notifications.

Financial 98

Financial Banking Customer Engagement Engagement 98