I have this week spent an excellent few days at the Customer Experience Exchange in Monte Carlo. We had some excellent presentations from the likes of Cigna, Zappos, Orange, O2, Lego, Cabelcomm, to name but a few.
It was great to see at first hand and discuss with likeminded people about the hard work which is being put into improving the customer experience in all types of B2C and B2B business.
Whilst watching these fantastic speakers from around the world, I thought it would was that time of year to find out what will your priorities will be for 2011?
Some of the topics covered at the event;
- Persona design
- Customer journey mapping
- Touch point mapping
- Emotional engagement
- Staff engagement
- Improving Analytics
- Rolling out Net Promoter Score (NPS)
Are you investigating any of the above or looking at other ideas for 2011? Lets us hear about them.
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Hi there Paul,
Sounds like it was a great event. I believe I read Bruce Tempkins coverage of some of it. Great stuff. 2011 is going to be a great year for CE, there really is a convergence or “perfect storm” type feeling about it. I outline my thoughts on my slides:
http://www.slideshare.net/ErikPosthuma/customer-experience-trends-2011
Would love to have your input!
Erik
Thanks for your posting of your excellent slideshare. I feel the biggest areas for 2011 we need to focus on in 2011 will be;
ROI, we must prove that improving the Customer Experience can drive value to both the customer and the bottom line. Customer Experience has exploded over the past couple of years and now it is time to prove its worth.
Data consolidation (or a data dashboard as you call it). We have data (such as customer feedback, basket abandonment, returns etc) coming in from all touhpoints; we must mine / analyse (using speech / text / web analytics etc) and present it properly back to our Peers. If we do not do this, we are not doing our jobs properly as Customer Experience professionals.
Mapping and visualisation, must be a top priority in 2011. Many companies still have not documented their customer journey (touchpoint / moment mapping). Until this is done with all process relating to that journey documented, I feel an organisation should not even start to the think about improving the Customer Experience. Start with the basics first! Ensuring the journey is documented, enables Customer Experience professionals to engange stakeholders better within the business. From my experience stakeholders are able to identify their impact on the journey better when it is visualised, it also allows you to present your analysed data within the context of the journey map.
I think 2011 will be a make or break year for Customer Experience, we are out of the teenage years and into adulthood.
Paul
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