8 Customer Experience Megatrends
May 27, 2010 14 Comments
As I was thinking about what’s going on in customer experience, I realized that there were several key trends that would dramatically affect how companies interact with their customers over the next 3 to 5 years. So I compiled this list of 8 customer experience megatrends.
To get more details on each of these trends, download the free Temkin Group Insight Report.
These are the items that I think all executive teams will need to examine. Do they make sense to you? Are there others that should be on the list? I’d love to hear what you think.
The bottom line: Don’t be complacent in your customer experience efforts
I wholeheartedly agree with your list and would add another
Organisations who pay lip service to delivering an improved customer experience will fall behind competitors who listen and act.
I fully agree with the trends and implications. The market is being driven by consumerisation and consumption implications. The social media element based on facebook etc and the idea of Tribes….
@Kancha, couldn’t agree more.. downward pressure on prices leads to differentiation at the service level. One of best ways to show you care is to listen and respond to feedback. Great to see companies starting to treat Social Media as a listening post too.
Don’t forget number 9 — the abolition of Comic Sans in serious work…
Competing on price already turned a lot of consumer electronics into commodities with the razor thin margins. Unfortunately the industry cannibalized their marketing talent in process. It would interesting how it will bounce to deal with the Megatrends and learn differentiate on Customer Experience.
Good list, but have to say, Dbkayanda’s comment made me chuckle 🙂
Bruce, did you mean iPad-ization in #5?
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Hi Bruce I love the list and your insights on Customer Experience. My question is who has the skills, authority and time to make this happen. Our CEO’s are full of good intentions and our existing silos are already focussed on sales, marketing or customer service. Do we not need to acknowledge that a new world needs new structure, processes and skills ?
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hmm… Cultural renovation = internal customer satisfaction?
Another insight of the future based on your #1, 2 & 6: I firmly believe that accuracy of customer data, (and the resulting insights) will be an audit-able data set just as important to a business as it’s financial records. Understanding the state of the customer will become a huge market evaluator and chief M&A consideration in the future… Or at least thats what my morning tea leafs tell me…