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Fjord Trends 2015

It’s one of the most important design questions of the year: What are the most significant cultural, commercial and design challenges that our clients will face over the next 12 months?<p>With help from our colleagues at Accenture, we have distilled our thinking to nine key trends that reflect the …

Trends

NPS & The Customer Experience

<i>Some months ago I wrote about how The Killer Customer Services or Loyalty Metric does not exist. In that post I provided an example of my own</i> …

Immersing Yourself in Your Customers’ World

We know that it’s important to create the customer journey map from the customer’s perspective. But how do we go about getting and incorporating that …

How Important Is Customer Service in Customer Experience? [INFOGRAPHIC]

Poor <b>customer service</b> almost guarantees that the next time your customer has a need, they’ll look elsewhere.<p><i>Really helping customers</i> is critical if …

What is Customer Experience? [Infographic]

Simply put, customer experience is how your customers perceive their interaction with your organization.<p>CEM or <b>customer experience</b> management is the …

20 Important Customer Experience Statistics for 2014

Improving operational efficiencies continues to be a top objective for call center and customer service executives, but no matter how efficient you …