Insights & Trends Archives - Page 3 of 5

Our Top 10 Customer Experience Posts of 2017

Jan. 28, 2018 by Kerry Bodine

It’s the beginning of a new year, which is always the perfect opportunity to reflect on the past and make grand plans for the future. As part of that effort, I recently took a look back at our most popular posts of 2017—and I wanted to share them with you here. I hope they inspire (Read More...)

How To Scale Service Design: Ubiquity

Nov. 30, 2017 by Kerry Bodine

Last week I published the first in a series of four posts on how to scale service design, based on my closing remarks at this year’s Service Design Global Conference in Madrid. The focus of that first post was technology. In today’s post, the second in the series, I’ll talk about ubiquity. “Ubiquity” can mean a lot (Read More...)

How To Scale Service Design: Technology

Nov. 22, 2017 by Kerry Bodine

Several weeks ago, I had the honor of delivering the closing remarks at this year’s Service Design Global Conference in Madrid. The theme of the conference this year was “Service Design at Scale”—and over the course of the three days in Madrid, I was inspired by the conference presentations, projects from the Service Design Award (Read More...)

Why Should You Care About Customer Experience?

Sep. 30, 2017 by Kerry Bodine

A couple of months back, I wrote a post called You Must Invest In Customer Experience. In it, I detailed research by the American Customer Satisfaction Index that shows that an investment portfolio that takes long bets on CX leaders and shorts CX laggards outperforms the S&P 500 by nearly a factor of five. That (Read More...)

Marketing Through Valuable Experiences

Sep. 27, 2017 by Kerry Bodine

I first read Gilmore & Pine’s The Experience Is the Marketing on a cross-country flight sometime around the year 2007. Their article was already several years old at that point, but their ideas made me want to jump out of my seat with joyful cheers: “To be clear, we’re not talking about ‘experiential marketing’ — (Read More...)

Journey Mapping Q&A: Customer Recruiting

June 6, 2017 by Amelia Sizemore

We learn something new every time we facilitate a workshop with customers. Often our new learning is about the challenges of customer recruiting—and ways to overcome them. For example, to ensure that customers at a recent workshop showed up on time, we told participants that everybody who arrived 15 minutes early would have their name (Read More...)

WEBINAR: Elevating Service for the Connected Customer

Feb. 2, 2017 by Kerry Bodine

Salesforce Research’s Second Annual State of Service study surveyed over 2,600 global service professionals to understand what trends are driving the future of customer service, and what practices set high-performing teams apart from the rest. Join me, Vala Afshar, Chief Digital Evangelist at Salesforce, and Peter Gaylord, Senior Director of Salesforce Research, for an interactive presentation as (Read More...)

On Fear And Daring

May 8, 2016 by Kerry Bodine

I stood unsteadily on the side of the mountain, desperately clutching a thick chain that had been anchored deep into the rock next to me. My vision narrowed. My breath became shallow. My legs started to shake violently. I found myself unable to move. Several feet away, the trail that I was on abruptly ended, (Read More...)

Smartwatch Value Driver #5: Show Utility Now

Aug. 26, 2015 by Kerry Bodine

Smartwatch apps don’t have to mirror the functionality of their phone and tablet counterparts to be useful. In fact, apps that try to do it all on a miniscule device with limited input mechanisms end up cluttered, frustrating, and forgotten. Unfortunately for brands, user expectations don’t automatically align with device constraints. When we partnered with (Read More...)

Smartwatch Value Driver #4: Leverage the Device Ecosystem

Aug. 19, 2015 by Kerry Bodine

Pop Quiz: Which of the following is best for extended content consumption? A) Tablet B) Newspaper C) Smartwatch If you chose ‘C,’ you’re absolutely incorr— PARDON THE INTERRUPTION. To continue reading, please switch to another device. Jarring, right? Downright annoying, actually. Smartwatch users hate mid-task interruptions, too, as we learned during our research partnership with (Read More...)