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Bad Reasons For NOT Having A Chief Customer Officer | Forrester Blogs
Found at Bad Reasons For NOT Having A Chief Customer Officer | Forrester Blogs.
I recently updated our research on enterprisewide customer experience leaders, who we refer to as “chief customer officers” or CCOs. While they often don’t have that exact title, we identified around 600 individuals who carry a mandate to improve the end-to-end customer experience at their company. We did some deeper research on close to 200 of them in order to understand the general profile of these people as well as how their positions are structured within their companies.
Forrester has witnessed a marked increase in the position over the past six years.
Read all at Bad Reasons For NOT Having A Chief Customer Officer | Forrester Blogs.
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Do Not Blame E-Commerce For A Retailer’s Troubles – Seeking Alpha
Do Not Blame E-Commerce For A Retailer’s Troubles – Seeking Alpha.
For years we have all been told that online retailers, led by Amazon (AMZN), would be the death knell of physical retailers. We’ve been told that physical retailers simply cannot compete with the Internet.
The truth is that retail, no matter what medium it takes, is all about one thing: customer service
Read all at o Not Blame E-Commerce For A Retailer’s Troubles – Seeking Alpha.
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Stop Trying to Delight Your Customers: The Idea in Practice
Wasting money for your customers and your organization, in my opinion. Exceeding is enough. What do u think?
The notion of going above and beyond customer needs is so entrenched in organizations that managers rarely question it. But delighting your customers may be a waste of time and energy. In fact, most customers just want a simple, quick solution to their problem.
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What does customer experience mean in social CRM? | My Social Customer
Acknowledge the fact that the customer is in the lead, is my statement!
Found at What does customer experience mean in social CRM? | My Social Customer.
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| Is CEM separate from CRM? |
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MIT Sloan Management Review’s Leveraging Your Employees’ Social Networks
Leveraging Your Employees’ Social Networks.
Read all at Leveraging Your Employees’ Social Networks.
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3 Steps to Understanding Buying Behavior
3 Steps to Understanding Buying Behavior.
The calls start well, but often end in disaster. Well-trained sales reps identify buyer’s needs by asking a series of scripted questions. This exercise can uncover useful information for the rep, but it provides little value to the customer. For many buyers, the ‘discovery’ sales call is the second, third or fourth interrogation with the same questions by yet another competitor. No wonder one of these sales calls was recently recognized as the “Worst Sales Call of 2011.”
Read all at 3 Steps to Understanding Buying Behavior.
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Customer Service in 2012 and Beyond Technology.. « Wim Rampen’s Blog
In my former life as a contact center manager, I always stated that technology is about how things are done. And the only solid foundation for the how is to challenge assumptions. Indeed, by investigating how customers will be acting in the forth coming years and tweaking your approach. And as stated by Wim (with whom i worked as a contact center manager) that is not about systems. Although it assumes a very systematic approach.
Found at Customer Service in 2012 and Beyond Technology.. « Wim Rampen’s Blog.
True, yet disappointing
I have to admit though, that I am disappointed with these predictions, because they are true. They show that vendors in the Customer Service arena, are hardly making any progress in understanding and shaping what it is Customer Service managers are trying to get done, now and within the next 2 to 5 years out.
Read all at Customer Service in 2012 and Beyond Technology.. « Wim Rampen’s Blog.
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