Being customer led makes for better businesses. While digital advances mean that the customer’s world is being inexorably re-imagined, the customer needs to be kept close. Customer closeness doesn’t happen accidentally. It’s as simple as that. MORE
What are the consumer insight best practices when trying to engage millennials? And with the ubiquity of mobile, Millennials expect a seamless customer experience regardless of the device they’re using. ENGAGE MILLENNIALS FOR CUSTOMER INSIGHT. MORE
I wanted to highlight some specific trends around customer insights (CI) and big data, two very hot topics for many AP-based organizations. We strongly believe that success for many organizations hinges on your ability to close the gap between available data and actionable insight. Marketing is taking the lead here, as CI pros seek to use data to fuel customer engagement improvements. Customer Insights MORE
But in order to get the most out of each research method, you need to properly sequence quantitative and qualitative research activities during your customer research efforts. Buried in that data are pointers to your customers’ key behaviors: what they’re doing, when, and where. MORE
Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Annette is the Group Customer Experience Director for the Thomas Cook Group. In 2015 she built up the new area of Customer Experience from scratch. MORE
Integration is increasingly important to marketers in their efforts to understand the full customer life-cycle and be able to execute across all interactions. We also found that the implementations of EMSS'' vary widely, with a diversity of use-cases reported by the vendor''s customers. MORE
Price Chopper Supermarkets, an American grocery chain with 136 stores, has one answer: customer insight. Ongoing customer engagement, according to Trimboli, influences strategic initiatives at Price Chopper, helping the company drive innovation, foot traffic and sales. MORE
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. MORE
Companies that have voice of the customer (VoC) programs (including NPS) often put in place a closed-loop process. Those efforts often focus on closing a single loop, immediately responding to a customer after they respond to a survey. CCXP2 Voice of the Customer, Customer Insight, and Understanding Customer Connectedness Customer experience Net Promoter Voice of the customer MORE
We're struggling to get our business and operational areas to take action on insights - heck, sometimes we don't even know what happens to the insights we provide. " "Our insights teams work in silos that have built up over the years. MORE
Attendees will learn best practices to adapt to the needs of today’s rapidly evolving customer service environments, and ways to increase employee satisfaction by applying best practices in employee engagement, mobility, and intraday flexibility. MORE
Customers today are more powerful than ever! And they base the majority of their decision on where to spend their hard earned dollars on the customer service experiences they encounter. Are you hiring employees who bring the spirit and attitude you want your customers to experience? MORE
Today’s customers expected to be treated as very valuable assets. Today’s wired and dangerous customer is fickle and will change providers faster than ever before. What chair is reserved for your customers? Chairs are a big deal. MORE
Today’s wired and dangerous customer is looking for organizations that are continuously pushing to improve the customer journey and take their customers’ experience to new heights. Delivering a customer experience that satisfies the customer is not nearly enough to create loyalty and growth. Customers are on the lookout for companies who utilize innovation to find new ways to consistently wow their customers. MORE
What about the service you provide to your customers? Today’s wired and dangerous customers are vain – expecting treatment that telegraphs they are special and unique, not just one of the masses. Asking the customer to say “ah” (a.k.a., Does it leave customers feeling secure? MORE
Retaining and delighting empowered customers requires continuous, technology-enabled innovation and improved customer insight (CI). In my recent report, entitled " Applying Customer Insight To Your Digital Strategy ", I highlight the top lessons learned from organizations in Asia Pacific (AP) that are successfully leveraging CI to fuel digital initiatives. customer analytics. customer insights. MORE
In one sense, customer insights is something like those paint by numbers books every kid once had, at least before childhood went digital. And that’s where the numbers that undergird customer insights are something like those children’s art projects. That rendering of a three-dimensional customer can be a picture of success for both parties. For the customer, the more a company understands them, the better customer experience they will receive. MORE
Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. points to interesting sticky notes and gets the customers to explain what makes that touchpoint useful, or why they hate it, or what could make it better. MORE
We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers. MORE
The following is an excerpt from The Enterprise Guide to Customer Intelligence , an ebook that explores the different tactics companies use to gain a deeper understanding of the customer. The balance of power has shifted from companies to their customers. MORE
Here’s a question that I came across recently expressed in different ways: What does putting the customer at the centre of the business look like? What does it mean to put the customer at the centre of the business? What are the implications (for … Continue reading "Putting The Customer At The Centre of Your Business". Now and then a question comes along that provokes my thinking. MORE
This week, as we recognize and celebrate the 2015 1to1Media Customer Champions, it's a reminder of the communal characteristics that are shared by customer advocates. They place customers at the center of their strategic efforts. They also listen to and act on customer feedback. MORE
Voice of the Customer (VoC) programs are a central part of most customer experience efforts. CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience Infographic Voice of the customerHere’s some interesting data snippets from the recent report, State of VoC Programs, 2016. MORE
insights services. BI Customer Insights advance analytics big data business intelligence data economy insights servicesAre they serious? I've just finished reading the recent Communication on Building a European Data Economy published by the European Commission. MORE
Chinese businesses have realized the importance of social for customer life-cycle management. While they''ve started using social to increase brand awareness -- such as broadcasting on Sina Weibo -- they can''t recognize potential customers in this one-way communication. MORE
In my last blog post I outlined Forrester''s key customer insights (CI) predictions for 2015. Core competencies of effective CI pros have typically centered on customer segmentation and campaign performance measurement. When extending these capabilities to digital marketing strategies, the goal is typically to enable more effective customer acquisition and onboarding by extending reach. I''ll give you four reasons: Read more Categories: customer analytics. MORE
age of the customer B2C marketing brand building brand experience customer centricity customer data customer insights data insights market research social intelligence social listening & listening platforms social media MORE
Different businesses continue to use the term “Customer Insight” to mean different things. Even in our poll of over 100 customer insight leaders, only half of you considered data management or database marketing to be part of Customer Insight. MORE
Gone are the days when we have to "sell" the idea of using customer and marketing data to drive better business decisions. The sheer scale and diversity of customer data will provide rich new sources of insight and allow firms to effectively engage with customers using enterprise marketing technologies. And in order to activate insights from these customer analytics solutions, you need a robust set of marketing technologies to serve as systems of customer engagement. MORE
Today’s customers are more powerful than ever and they are more fickle than they have ever been. One of the key elements in any customer relationship is trust. Can your customers feel trust as they interact with every area of your organization? We live our lives on promises. MORE
There’s a new report out called “The Evolution To Real-Time Customer Experience,” which is a joint production of Forrester Research (consulting firm) and DataStax. Real-time data is a problem for customer experience. MORE
Organizing" is a topic that customer insights (CI) professionals and their marketing, digital, and other business partners are asking about. Consider this: Forrester research shows that despite continuing investments in people, big data, and technology, companies are not driving enough insights to actions. For example, 74% of firms say they want to be "data-driven," yet only 29% say they're good at connecting insights to actions. Customer Insights MORE
People who engage customers every day want to know this: How can artificial intelligence offer very real insights into customer behavior? As you will learn from reading the blog from Contact Solutions’ Mark Clark, using AI for customer insights and customer engagement is particularly important, because it helps organizations answer three key questions: How do we orchestrate the complex customer journey? MORE
Too few companies have a Customer Strategy, let alone a Customer Insight (CI) Strategy. But perhaps it reflects that may boardrooms have not had an empowered & articulate customer leader (or better still CI leader) to identify the need & drive the change. MORE
There's a big insights gap out there. Not enough insights are turning into actions that matter, despite continued investment in data, people, and technology. That's up from 2015, but only by 3 percentage points - out of alignment with the investment in insights capabilities. MORE
As more and more Customer Insight leaders rise in influence within blue chip companies, it seems timely to consider this question. It is not just for Customer Insight Directors (CID), although that role and it’s american cousin (CKO, Chief Knowledge Officer) are appearing in more and more companies. Bringing extra insight to one of their current dilemmas, a customer perspective that can be acted upon, will increase your influence. MORE
Customer Think is a really interesting hub of guest bloggers on customer related topics (especially US writers). My most recent post was an older one from this site, encouraging those implementing Customer Effort Score programmes to learn the lessons of what happened with NPS (i.e. MORE
What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? Customers have many similarities; they also have major differences. MORE
Customers are in the crosshairs of a perfect storm. And, the power of the Internet and social media has provided customers with the tool to deliver a downpour of blame as they flood cyberspace with their caustic critique. Really listen to your customers. MORE
Shifting away from politics — what do you do with customer complaint magnification? How do you ferret out certainty from behind the customer’s emotional camouflage and keep up with your rapidly changing customers? Oh, that was fifteen years ago,” the customer said. MORE
Customer insights and digital marketing teams.? If you're a multinational company doing business in Europe, Safe Harbor is the agreement under which you've been allowed to bring European customers' data back into your servers in the US for purposes of targeting, analytics, campaign management, etc. If you work with a US-based database MSP, digital or CRM agency to manage customer data, they've likely been relying on the same agreement. MORE
For companies, providing a truly exceptional customer experience can mean the difference between engaged customers and lost business. In one study, Forrester assessed 61 companies based on the quality of their customer experiences and operational excellence. MORE
Customer Insights Related Topics 
Kerry Bodine
JULY 11, 2017
Half an hour after the first round of introductions and ice breakers, our customer journey mapping workshop was in full swing. points to interesting sticky notes and gets the customers to explain what makes that touchpoint useful, or why they hate it, or what could make it better.
Wired and Dangerous
OCTOBER 19, 2015
Shifting away from politics — what do you do with customer complaint magnification? How do you ferret out certainty from behind the customer’s emotional camouflage and keep up with your rapidly changing customers? Oh, that was fifteen years ago,” the customer said.
Vision Critical
AUGUST 12, 2016
What are the consumer insight best practices when trying to engage millennials? And with the ubiquity of mobile, Millennials expect a seamless customer experience regardless of the device they’re using. ENGAGE MILLENNIALS FOR CUSTOMER INSIGHT.
CX Journey
SEPTEMBER 24, 2015
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.
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New ways of discovering and applying customer insights
Forrester's Customer Insights
JUNE 3, 2016
We're struggling to get our business and operational areas to take action on insights - heck, sometimes we don't even know what happens to the insights we provide. " "Our insights teams work in silos that have built up over the years.
Peter Lavers
FEBRUARY 11, 2015
Different businesses continue to use the term “Customer Insight” to mean different things. Even in our poll of over 100 customer insight leaders, only half of you considered data management or database marketing to be part of Customer Insight.
Forrester's Customer Insights
NOVEMBER 19, 2014
I wanted to highlight some specific trends around customer insights (CI) and big data, two very hot topics for many AP-based organizations. We strongly believe that success for many organizations hinges on your ability to close the gap between available data and actionable insight. Marketing is taking the lead here, as CI pros seek to use data to fuel customer engagement improvements. Customer Insights
Experience Matters
JULY 7, 2015
We just published a Temkin Group report, Unlocking Customer Insights From Contact Centers: From Agent Productivity to Enterprise Intelligence. However, companies are now beginning to realize that contact centers actually contain a wealth of deep, untapped information about customers.
Forrester's Customer Insights
APRIL 6, 2016
Organizing" is a topic that customer insights (CI) professionals and their marketing, digital, and other business partners are asking about. Consider this: Forrester research shows that despite continuing investments in people, big data, and technology, companies are not driving enough insights to actions. For example, 74% of firms say they want to be "data-driven," yet only 29% say they're good at connecting insights to actions. Customer Insights
Verint
JULY 6, 2017
Attendees will learn best practices to adapt to the needs of today’s rapidly evolving customer service environments, and ways to increase employee satisfaction by applying best practices in employee engagement, mobility, and intraday flexibility.
Peter Lavers
FEBRUARY 18, 2015
Customer Think is a really interesting hub of guest bloggers on customer related topics (especially US writers). My most recent post was an older one from this site, encouraging those implementing Customer Effort Score programmes to learn the lessons of what happened with NPS (i.e.
Forrester's Customer Insights
JANUARY 25, 2017
There's a big insights gap out there. Not enough insights are turning into actions that matter, despite continued investment in data, people, and technology. That's up from 2015, but only by 3 percentage points - out of alignment with the investment in insights capabilities.
Peter Lavers
FEBRUARY 12, 2015
As more and more Customer Insight leaders rise in influence within blue chip companies, it seems timely to consider this question. It is not just for Customer Insight Directors (CID), although that role and it’s american cousin (CKO, Chief Knowledge Officer) are appearing in more and more companies. Bringing extra insight to one of their current dilemmas, a customer perspective that can be acted upon, will increase your influence.
Forrester's Customer Insights
APRIL 9, 2015
Retaining and delighting empowered customers requires continuous, technology-enabled innovation and improved customer insight (CI). In my recent report, entitled " Applying Customer Insight To Your Digital Strategy ", I highlight the top lessons learned from organizations in Asia Pacific (AP) that are successfully leveraging CI to fuel digital initiatives. customer analytics. customer insights.
Forrester's Customer Insights
MARCH 18, 2015
Gone are the days when we have to "sell" the idea of using customer and marketing data to drive better business decisions. The sheer scale and diversity of customer data will provide rich new sources of insight and allow firms to effectively engage with customers using enterprise marketing technologies. And in order to activate insights from these customer analytics solutions, you need a robust set of marketing technologies to serve as systems of customer engagement.
nanorep
FEBRUARY 1, 2017
In one sense, customer insights is something like those paint by numbers books every kid once had, at least before childhood went digital. And that’s where the numbers that undergird customer insights are something like those children’s art projects. That rendering of a three-dimensional customer can be a picture of success for both parties. For the customer, the more a company understands them, the better customer experience they will receive.
Think Customers
NOVEMBER 17, 2015
This week, as we recognize and celebrate the 2015 1to1Media Customer Champions, it's a reminder of the communal characteristics that are shared by customer advocates. They place customers at the center of their strategic efforts. They also listen to and act on customer feedback.
Forrester's Customer Insights
OCTOBER 7, 2015
Customer insights and digital marketing teams.? If you're a multinational company doing business in Europe, Safe Harbor is the agreement under which you've been allowed to bring European customers' data back into your servers in the US for purposes of targeting, analytics, campaign management, etc. If you work with a US-based database MSP, digital or CRM agency to manage customer data, they've likely been relying on the same agreement.
Customer Bliss
JUNE 1, 2017
There’s a new report out called “The Evolution To Real-Time Customer Experience,” which is a joint production of Forrester Research (consulting firm) and DataStax. Real-time data is a problem for customer experience.
Wired and Dangerous
DECEMBER 14, 2016
Today’s customers are more powerful than ever and they are more fickle than they have ever been. One of the key elements in any customer relationship is trust. Can your customers feel trust as they interact with every area of your organization? We live our lives on promises.
Wired and Dangerous
JANUARY 31, 2017
What would he see or think if you brought in Dr. Indiana Jones to help you better understand your customers? Or, better still, if Margaret Mead or Ruth Benedict was your customer anthropology coach? Customers have many similarities; they also have major differences.
Wired and Dangerous
FEBRUARY 21, 2017
Customers are in the crosshairs of a perfect storm. And, the power of the Internet and social media has provided customers with the tool to deliver a downpour of blame as they flood cyberspace with their caustic critique. Really listen to your customers.
Wired and Dangerous
NOVEMBER 28, 2016
Customers today are more powerful than ever! And they base the majority of their decision on where to spend their hard earned dollars on the customer service experiences they encounter. Are you hiring employees who bring the spirit and attitude you want your customers to experience?
Kerry Bodine
OCTOBER 13, 2016
But in order to get the most out of each research method, you need to properly sequence quantitative and qualitative research activities during your customer research efforts. Buried in that data are pointers to your customers’ key behaviors: what they’re doing, when, and where.
Qualtrics
OCTOBER 16, 2015
For companies, providing a truly exceptional customer experience can mean the difference between engaged customers and lost business. In one study, Forrester assessed 61 companies based on the quality of their customer experiences and operational excellence.
Wired and Dangerous
APRIL 3, 2017
What about the service you provide to your customers? Today’s wired and dangerous customers are vain – expecting treatment that telegraphs they are special and unique, not just one of the masses. Asking the customer to say “ah” (a.k.a., Does it leave customers feeling secure?
Wired and Dangerous
JANUARY 17, 2017
Today’s customers expected to be treated as very valuable assets. Today’s wired and dangerous customer is fickle and will change providers faster than ever before. What chair is reserved for your customers? Chairs are a big deal.
Forrester's Customer Insights
JULY 27, 2017
age of the customer B2C marketing brand building brand experience customer centricity customer data customer insights data insights market research social intelligence social listening & listening platforms social media
Vision Critical
MARCH 10, 2016
The following is an excerpt from The Enterprise Guide to Customer Intelligence , an ebook that explores the different tactics companies use to gain a deeper understanding of the customer. The balance of power has shifted from companies to their customers.
CSM Magazine
AUGUST 10, 2017
Being customer led makes for better businesses. While digital advances mean that the customer’s world is being inexorably re-imagined, the customer needs to be kept close. Customer closeness doesn’t happen accidentally. It’s as simple as that.
Wired and Dangerous
DECEMBER 5, 2016
Today’s wired and dangerous customer is looking for organizations that are continuously pushing to improve the customer journey and take their customers’ experience to new heights. Delivering a customer experience that satisfies the customer is not nearly enough to create loyalty and growth. Customers are on the lookout for companies who utilize innovation to find new ways to consistently wow their customers.
Customer Bliss
AUGUST 15, 2017
Annette Höher-Bäuerle went from being internal legal counsel at the Thomas Cook Group to leading all of Customer Experience globally. Annette is the Group Customer Experience Director for the Thomas Cook Group. In 2015 she built up the new area of Customer Experience from scratch.
Forrester's Customer Insights
FEBRUARY 3, 2017
insights services. BI Customer Insights advance analytics big data business intelligence data economy insights servicesAre they serious? I've just finished reading the recent Communication on Building a European Data Economy published by the European Commission.
Experience Matters
DECEMBER 27, 2016
Voice of the Customer (VoC) programs are a central part of most customer experience efforts. CCXP2 Voice of the Customer, Customer Insight, and Understanding CCXP6 Metrics, Measurement, and ROI Customer Connectedness Customer experience Infographic Voice of the customerHere’s some interesting data snippets from the recent report, State of VoC Programs, 2016.
Forrester's Customer Insights
JANUARY 27, 2015
In my last blog post I outlined Forrester''s key customer insights (CI) predictions for 2015. Core competencies of effective CI pros have typically centered on customer segmentation and campaign performance measurement. When extending these capabilities to digital marketing strategies, the goal is typically to enable more effective customer acquisition and onboarding by extending reach. I''ll give you four reasons: Read more Categories: customer analytics.
Forrester's Customer Insights
OCTOBER 21, 2014
Integration is increasingly important to marketers in their efforts to understand the full customer life-cycle and be able to execute across all interactions. We also found that the implementations of EMSS'' vary widely, with a diversity of use-cases reported by the vendor''s customers.
Verint
JULY 10, 2017
People who engage customers every day want to know this: How can artificial intelligence offer very real insights into customer behavior? As you will learn from reading the blog from Contact Solutions’ Mark Clark, using AI for customer insights and customer engagement is particularly important, because it helps organizations answer three key questions: How do we orchestrate the complex customer journey?
Forrester's Customer Insights
SEPTEMBER 21, 2014
Chinese businesses have realized the importance of social for customer life-cycle management. While they''ve started using social to increase brand awareness -- such as broadcasting on Sina Weibo -- they can''t recognize potential customers in this one-way communication.
Maz Iqbal
OCTOBER 18, 2016
Here’s a question that I came across recently expressed in different ways: What does putting the customer at the centre of the business look like? What does it mean to put the customer at the centre of the business? What are the implications (for … Continue reading "Putting The Customer At The Centre of Your Business". Now and then a question comes along that provokes my thinking.
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