All customers are not created equal. This is also true for relationships. No business has the same relationship with their customers as you intend to have with yours. The thing is though, you must first define what a relationship with your customer looks and feels like and in turn, how they would describe it to their friends and colleagues. This is where the future of customer experience begins. At a time when technology is affecting how people go through life,…
Customer Experience is Becoming More Important Than the Product Itself
Customer experience is the sum of all engagements and interactions a customer has with your business in every step of their journey and lifecycle. It’s what your customer feels, thinks, says (to you and others) and more so, what they do now and in the time to come that counts for everything. CX is measured not by NPS (Net Promoter Score) but instead by the sentiment and outcomes in every moment of truth throughout the relationship. That.is.the.experience. And, it’s yours…
Mobile CX (Re)design: A Catalyst for Digital Transformation
Guest post by Jaimy Szymanski (@jaimy_marie), Analyst, Speaker, Advisor In order to inspire great digital transformation within an organization, strategists must provide proof of concept on a smaller scale. Often times, change agents focus first on transforming their approach to mobile customer experience (CX) design, in order to make the case for overhauling the company’s entire approach to digital CX strategy. Over the past two years, my colleague Brian Solis and I have researched the evolution of digital transformation through…
The 80s Called, They Want Their Contact Center Back
Customer experience is meant to be evocative not reactive… We are entering an era of customer-centricity, mostly because we have to. But also, because employing a customer focus is the right thing to do. I guess businesses lost their way at some point. Blame quarterly earnings. Blame technology. Blame politics. But over the years, we overlooked the importance of the “C” and “R” and instead scaled the “M” in CRM. It didn’t hurt that we found ways to save time…
Companies Profit When Customers Suffer
You’ve heard it a million times, a happy customer tells a couple of people and an unhappy customer tells everyone. Yet to this day, executives tend to run business strategy with an emphasis on transactions over experiences. More so, business value is expressed in short-term performance metrics and reports to an audience of shareholders and stakeholders over the very people who keep them in business…your customers. It’s all a bit absurd when you think about it. I know, I know…it’s…
Report: Some Brands Go All In on Mobile; Others Suffer from Mobile Mediocrity
Consumers aren’t just going digital, they’re also becoming increasingly mobile. To them, mobile isn’t the second screen, it’s the first screen. Brands however, struggle to keep up with them and as a result, mobile strategies are off target or underwhelming. This finding among many others is the result of new research conducted by my colleague Jaimy Szymanski and me. I’m proud to announce that the report, The Inevitability of a Mobile-Only Customer Experience, is available today for immediate download. Mobile…
The Future of Business Starts with Us
I often share a quote by Russian novelist Leo Tolstoy, “Everyone thinks of changing the world, but no one thinks of changing himself.” And that’s where are in business. We all talk of change but very few of us start with changing the very things that will help us more effectively compete for the future. The evolving state of technology, customer behavior and expectations and our role within each is changing or it should change… What we see (perspective and…
The 2014 State of Digital Transformation
Today, I’m proud to announce the release of Altimeter Group’s second report on Digital Transformation. This new report is aimed at executives and digital strategists to help them (you) further understand the state of digital transformation as you plan your next steps and investments. In our initial report, “Digital Transformation: Why and How Companies are Investing in New Business Models to Lead Digital Customer Experiences (DCX),” we learned that digital transformation was as much about technology as it was about…
Report: Digital Transformation and the New Customer Experience
We’re under attack! Social, mobile, real-time, cloud, big data…it’s coming at us all at once! Rather than miss out, many brands are jumping from trend to trend as a way of staying relevant in an increasingly digital market. Facebook, Twitter, Youtube, Foursquare, Instagram, Pinterest…we’re covered. We have and had a strategy for a while now. Mobile. Yep, we’ve got an app for that…plus we’ve got adaptive and responsive web design that makes old sites new again! Snapchat…our brilliant strategy vanishes…
2014 – The Embolden Years: Change agents lead the way for digital transformation
Happy New Year! 2014 is upon us and it’s once again time to share our (Altimeter Group) predictions for the year ahead. Except this time, predictions are moved aside in favor of important trends that are on the horizon. Let’s use this time together wisely in the hopes of prioritizing our investments in relevant strategies and the time and resources necessary to bring them to life this year and next. In 2013, Charlene Li and I published several reports, infographics,…
