Special Report on
The hunt for customer insight
The hunt for customer insight - Trends
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," I identified key trends that will reshape customer experience management practices over the next three to five years. Here’s a summary of those eight megatrends: 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 their company. That’s why Voice of the Customer (VoC) programs represent one of the most popular customer experience efforts. A new cadre of vendors are making it easier to collect, analyze and share customer information broadly ...
You’re waiting for what? It’s amazing how much of our energy is NOT spent by waiting for someone else to do something, waiting for something to happen, waiting for someone to start something. You are waiting for… The thing is, you can start. Really. When I worked for the phone company, I started a new version of the customer service newsletter and became publisher. After a while, I talked my way into a supervisory role. After that, I figured out how to become management. And then I jumped with an old boss (Hi, Dave Johnson!) to join a wireless company. When I worked for a ... Read More
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THE HUNT FOR CUSTOMER INSIGHT
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