Infographic: Customer Expectations for Ease

It’s hard to believe the easy button has been around for more than 12 years. Introduced in August 2005, Staples set the expectation for ease as its competitive advantage – and the company was not alone. With customers becoming more empowered and information about competitors just a click away, companies (particularly B-to-B) must invest to ensure

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Infographic: Speed is of the Essence

Unlike the topic of personalization, it’s hard to have a conversation with customer experience professionals and not talk about speed. Companies are being challenged daily to “hurry up.” In the original Customers 2020 report, we predicted that immediate gratification won’t be fast enough; backed up by our latest Customers 2020 research, this prediction couldn’t be

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Infographic: We expect a personalized experience

The initial title for this post was “Customers expect a personalized experience,” but doesn’t that sound like ‘us versus them’? It sounds like customers want this, but I don’t. The reality is, we all want to be treated like an individual. We want the companies we do business with to value us as a person,

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What actions will have the greatest impact on your customers?

The “Big Three” customer expectations – Personalization, Ease, and Speed – came through clearly, but what actions are companies taking to meet the demands of customers? We asked this question through our Customers 2020 research. Here’s what we heard. In-depth interviews During the in-depth interviews we asked what companies are doing to prepare for the...

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What customer expectation will have the greatest impact on your company?

One of the primary objectives of this research was to answer this question: What customer expectation will have the greatest impact in 2020? Through in-depth interviews and a quantitative survey, we asked over 400 business professionals, primarily customer experience leaders, to rank each of the following customer expectations in terms of their anticipated impact on...

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Changing Customer Dynamics and the Consumption Gap

Through our interactions with customer experience (CX) professionals, our advisory group discussions and in-depth interviews, we found five business dynamics emerged to explore. Has the customer’s understanding of our products and services declined? Are customer interactions growing in complexity? Do customers spend less time using the products and services today? Do customers prefer more self-service...

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Progress Toward 2020 – The Research

Walker’s most recent Customers 2020 research was conducted in four phases, occurring mostly sequentially. Each phase had specific objectives based on the learning from the prior phase. Phase 1: Input from our research advisors. As mentioned previously, we involved six senior-level customer experience (CX) leaders to guide this research. We started with a group discussion...

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The Objectives, Hypotheses and Design

The year 2020 is right around the corner. Are companies prepared to meet future customer expectations? What progress have they made? What work is still needed? These are some of the questions that prompted the progress check on Customers 2020, Walker’s 2013 groundbreaking report that predicted future customer needs and discussed what companies and customer...

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Don’t be merely a CX Monitor

Despite all the hype around the customer experience, CX professionals continue to have a difficult time getting employees (at all levels of the organization) to act on customer intelligence.

Want to know why? Because most are merely CX monitors.

In general, customer experience professionals follow this simple process for taking action.

As this process progresses, the effectiveness of action increases. For example, action won't be very effective by simply sharing customer insights. Effective action only happens when we launch initiatives and implement change management practices.

But, here's the problem. CX professionals' involvement in this process decreases throughout. The relationship between the potential for effective action and CX involvement looks like this.

Want to fix the action problem for your customer experience program? Stop being a CX monitor. Stay engaged in project initiatives through to completion.

For more information on effective CX change management, check out this Walker Webcast.

 

What’s the Best Measure of Success?

Have you heard of Conscious Capitalism? It’s a global movement that inspires business leaders to define success beyond profits. Conscious businesses subscribe to a win-win-win model. They aim to provide positive value in profit, people and the planet. One of the challenges that customer experience professionals face is demonstrating the impact or success of the...

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