While not yet mainstream, the Chief Customer Officer (CCO) position continues to gain traction. Forrester has highlighted several trends and commonalities that help us put together a profile of the CCO in 2013: Title: “Chief Customer Officer.” Chief Customer Officer is now the title used by 45% of these types of executives, up notably from 30% last [...]
We have written before about the perils of Survey Fatigue before. Survey requests around every corner, 24/7 getting most folk pretty mad, the feedback equivalent of road rage. Thought a recent Wizard of ID expressed this nicely:
We now know that a bad customer experience travels wayyyyy….further than we would all like. Now a new study by ZenDesk and Dimensional research shows HOW far the bad news travels and WHO gets the news…and it’s not pretty. Here are a few of the gems. 54% of respondents who had shared a bad experience [...]
The classic Monty Python sketch shows duping on a humorous scale, the purchase of a bird based on clever sales patter and a keen desire for a swift sale only to find that everything is not what it seems. Perhaps the bird should have carried a label complete with fine print and perhaps that fine [...]
The nice folk over at Technically Marketing have a great article on top statistics for Customer Experience. The full article is here, and well worth a look. Like all good blog articles these days we have picked our top three favorites – they dwell on the bad news of not getting customer experience right. 1) [...]
So why oh why do people take surveys AND what are they expecting the business to do as a result? A recent Consumer Pulse study of over 1,400 U.S. consumers conducted by Boston-based custom research firm, Chadwick Martin Bailey (CMB) and iModerate Research Technologies, looked at why customers complete customer satisfaction surveys, and what they [...]
The prediction that all businesses need one of these has been around for a while now, yet the position has yet to generate any traction. Maybe this is the year? Also referred to as a variety of other titles including chief experience officer and VP of customer experience, the cross-departmental executive-level role is implemented as [...]
We have mentioned this before, but it is worth repeating that one of the biggest problems in obtaining feedback that is actionable is to get it without negatively impacting the attitude of your customers to you. Surveys are a critical method for capturing key information on your prospects and customers, but they can also be [...]
Happy to New year to everyone. As we ease into 2013, there is a great new infographic from Zendesk on why a focus on Customer Service – itself in service of Customer Retention, is a grand ideal. The chart is here and is worth sticking up on your wall. A couple of chosen stats that [...]
He is as useless as a …(fill in your own) chocolate teapot. This is the accusation being levelled at the CMO – the Chief Marketing Officer, the new fangled title for VP of Marketing, by the UK’s Marketing Week journal in a piece provacatively entitled “Are CMO’s really heading for an early grave?”. The cite a [...]
