Thursday, July 5, 2012

Idea Gathering, Customer Experience News: Digital Trends and Forgotten Feedback

It's been over a month since we've returned from the 2012 Total Customer Experience Leaders Summit, so we wanted to check back in. Have you implemented any ideas from the event at your company? Come up with any new questions? Let us know in the comments!

In the meantime, let's take a look at what's been happening in the customer experience world.

Back on June 20th, Forbes posted an interesting piece "Shoppers To Retailers: Hello!? Is Anyone Listening?" suggesting that retailers are not acting on the customer feedback they may be receiving. One interesting note from the research being quoted:

"83 percent of those surveyed told Empathica they are more loyal to a brand when they believe action has been taken based on their feedback. Yet, in a RetailWire poll accompanying the story, 60 percent of those voting gave the retail industry a “D” or an “F” for responding to consumers’ suggestions."

In other research, Mashable noted "5 Digital Trends Shaping the Consumer Experience," and Dan Schawbel Personal Branding Expert, Millennial Branding explained "Why Brands Should Respond to Customers on Social Networks" on the Amex Open Forum.

Lastly, we enjoyed this piece on Fast Company's Co.Exist "Great Brands Are About Fusing Product And Service. How Do You Do It?" which noted:
"Companies need to start thinking about the holistic experience between their brands, products, and services. Crafting an experience requires design that considers these three elements of brand, product, and service in order to generate successful results. Any company can be analyzed through these lenses to evaluate the experience it creates for its customers."
What customer experience news have you come across since the event? We want Total Customer Experience Leaders to be a thriving community year round, not just a three day experience, so please share your thoughts.

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