Forrester

For Customer Experience Professionals

Blog:The Nikon Customer Experience Acid Test

You all know Nikon, which has more than $8 billion in annual revenue and 26,000 employees worldwide. At Forrester’s Customer Experience Forum, 2011, we also got to know David Dentry, general...

For Customer Experience Professionals

Blog:Would You Trust Your Son's Customer Experience To This Man?

Although he just turned 10, my son is very serious about his finances. And his entire life savings (such as it is — he only gets $3 per week for his allowance) is at Citizens Bank. ...

For Customer Experience Professionals

Blog:When It Comes to Total Returns, Customer Experience Leaders Spank Customer Experience Laggards

Whenever I talk about the business impact of customer experience, there’s one thing that always grabs people’s attention. It’s an analysis done by Jon Picoult of Watermark...

For Customer Experience Professionals

Blog:A Great Customer Experience Depends On Customer Understanding

My colleague Andrew McInnes recently wrote a post about the tunnel vision that results when companies rely solely on analytics for understanding customers. By neglecting qualitative research methods...

For Customer Experience Professionals

Blog:Business-To-Business Companies: What’s Your Reason For Ignoring Business-to-Consumer Customer Experience Practices?

It disappoints me when customer experience (CX) professionals at business-to-business (B2B) companies won’t even consider CX practices from business-to-consumer (B2C) companies. Sure, B2B firms...

For Customer Experience Professionals

Blog:You Need Your Customer More Than Your Customers Need You

Customers today have more choices than ever. Not only that, they have more information about those choices than ever. And they can get that information anytime, anywhere, and on whatever device they...

For Customer Experience Professionals

Blog:The Business Impact Of An Outside-In Perspective At Sprint

Sometimes a CEO takes the reins at a company that’s in such great shape, I can’t help thinking, “Wow, it must be great to be that guy!” And then there’s Dan Hesse, CEO...

For Customer Experience Professionals

Blog:Unexpected Musical Fun: "Outside In" The Song Rocks Day Two Of Forrester’s Customer Experience Forum

I’m still digging out from all the things that I put off until after last week’s Customer Experience Forum in New York. Even so, I didn’t want to let too much time pass before...

For Customer Experience Professionals

Blog:Q&A With Kevin Peters, President, North America, Office Depot

Yesterday I wrote a post inspired by insight from Kevin Peters of Office Depot. Today we’re going to hear from the man himself! My co-author (Kerry Bodine) and I were so impressed by what...

For Customer Experience Professionals

Blog:Want To Raise Your Net Promoter Score? Try Improving Your Customer Experience

Many of our clients work at companies that use Net Promoter. I recently had dinner with two of them at Forrester’s Customer Experience Forum, 2011. Both are senior people at companies that have...

For Customer Experience Professionals

Blog:Hire The Will, Train The Skill

If you scroll down, you’ll see a link to part two of my appearance on Jim Blasingame’s talk show, The Small Business Advocate. Among other things, in this segment, we talked about one of...

For Customer Experience Professionals

Blog:Customer Experience Is Personal

Late last year, I attended a workshop at a small but quite interesting conference in London. The two guys running the workshop separated the attendees into small groups where each of us took turns...

For Customer Experience Professionals

Tool:Measurement Maturity Assessment

For Customer Experience Professionals

Blog:Announcing Speakers For Forrester’s Customer Experience Forum East, 2013 – June 25 & 26 in NYC!

I’m excited to finally be able to talk publicly about our CX Forum East in New York at the end of June. The theme this year is “Boost Your Customer Experience To The Next Level.” We...

For Customer Experience Professionals

Report:People Who Transform An Experience-Driven Organization

Stakeholder Map: The Experience-Driven Organization Playbook

This stakeholder map is designed to help customer experience professionals plan and coordinate activities across roles and functions as well as clarify the responsibilities of participants in the...

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For Customer Experience Professionals

Blog:You Asked, We Answered! Questions From Webinars About Our New Book, Outside In — Part 1

On September 19, my co-author Kerry Bodine and I delivered two webinars outlining the concepts in our new book, Outside In: The Power of Putting Customers at the Center of Your Business. We received...

For Customer Experience Professionals

Blog:The Holy War Over Net Promoter: Is It The Ultimate Way To Measure Customer Experience?

Have you ever been caught in this crossfire? Marketing Manager: “Net Promoter Score is the one number we need to grow!” Customer Intelligence Manager: “Nonsense!...

For Customer Experience Professionals

Blog:Customer Experience Defined

If you’re reading this post, you’re someone who cares about customer experience. You might even be one of the professionals who works in the field of customer experience full-time. So...

For Customer Experience Professionals

Blog:Rx: Four Days Of Inspiration At The Cleveland Clinic Patient Experience Summit

Earlier this week, I had the privilege of speaking at the Patient Experience Empathy And Innovation Summit. The event was sponsored by the Cleveland Clinic Office of Patient Experience, which is led...

For Customer Experience Professionals

Tool:Strategy Maturity Assessment

For Customer Experience Professionals

Tool:Culture Maturity Assessment

For Customer Experience Professionals

Blog:Customer Experience Outlook For 2011: Lopsided Battle For Differentiation

We recently published the results of our annual survey of the members of our customer experience professionals peer research group. The group is interesting in that they’re pros: They all work...

For Customer Experience Professionals

Blog:Hurricane Sandy Scorecard: NSTAR 1, Verizon 0

Like millions of Americans who live along the Eastern seaboard, my family got hit by Hurricane Sandy. Now don’t get me wrong: Compared with residents of New York, New Jersey, and several other...

For Customer Experience Professionals

Tool:Design Maturity Assessment

For Customer Experience Professionals

Blog:Ease Of Use Is Now “A Federal Case” For Mortgage Paperwork

When I was kid, when we thought someone was overreacting, we used to say “don’t make a Federal case out of it!” Maybe people still say this, but I haven’t heard it in a while....