Customer Experience and the CMO Agenda
IBM recently released its first-ever Global Chief marketing Officer Study, the results of over 1,700 face to face interviews with CMOs. The results of this study revealed that the majority of CMOs are agreed on the three areas of marketing that most need improvement: “understand and deliver value to empowered customers, create lasting relationships with those customers, and measure marketing’s contribution to the business in…
Becoming a Company that Cares
Any company will say that they care about customers, but the frequency of bizarrely poor customer service stories serves to offer a very different narrative. While technology band-aids and behavioral mandates are often first choices for companies looking to recover from customer experience shortcomings, they rarely do anything more than annoy employees. Something as human as “care” simply cannot be faked or forced. Care starts…
Key Themes from Forrester’s Customer Experience Forum
Forrester’s Customer Experience Forum Key Themes by PeopleMetrics Last week PeopleMetrics headed off to Forrester’s Customer Experience Forum to learn from and meet with other customer experience (Cx) practitioners and vendors. Without any doubt, the space we inhabit is evolving and growing up. It is truly exciting to be a part of this young practice and meet with the passionate people who work tirelessly to…