We found some pretty good tweets from Forrester’s CX Forum that resonated with us. There were many ongoing conversations about unifying the customer experience across departments but that it did not mean making one uniform experience for the customer. One mantra that was repeated “we need the customer more than the customer needs us” rings true. We’ve said time and time again the importance of delivering ongoing value so they will keep coming back.
Here are our Top 10 Tweets from the CX Forum:
RT @forrester: We’re in the age of the customer, where the only source of competitive advantage is to focus on the customer #outsidein #CX
— Foolproof (@Foolproof_UX) June 26, 2012
Customer experience transformation is a journey, it has a beginning and will never have an end. @Forrester #outsidein #CX
— Vala Afshar (@ValaAfshar) June 26, 2012
A trust gap happens when organizations prioritize short-term results over long-term value creation – Acxiom’s Suther, #outsidein #1to1media
— Mila D’Antonio (@miladantonio) June 26, 2012
A trust gap appears when organizations prioritize short-term results over long-term value – Acxiom’s #CMO Suther, #outsidein
— Hope Frank (@HopeFrank) June 26, 2012
We’re in the age of the customer; the only source of competitive advantage is to focus on the customer #outsidein #CX @forrester
— Hope Frank (@HopeFrank) June 26, 2012
Consumers are TASK oriented on mobile.We’re there to do something.Buy.Research.Etc.More from @JulieAsk.#outsidein
— Webtrends Events (@WebtrendsEvents) June 26, 2012
Good reminder from FedEx – Brand is the sum total of all experiences you have with a company. #OutsideIn
— samantha starmer (@samanthastarmer) June 27, 2012
Silo is a bad word if you’re interested in content – @IanTruscott #outsidein
— CMSWire.com (@cmswire) June 27, 2012
Social media has transformed customer expectations at every step of the journey @cx_jb. #CustExp #outsidein
— Forrester Research (@forrester) June 27, 2012
‘sick care’ vs. healthcare is like ‘break-fix’ vs breakthrough in #CX – good analogy from @mbcxp at #Forrester #OutsideIn
— Andrew McInnes (@apmcinnes) June 27, 2012
