2018 is the year of the “Experience Makers”. To win the hearts and minds of consumers today takes more content than anyone ever imagined. Leading brands are already curating annual content strategies with several terabytes of licensed, UGC and automated content. #revelation #beprepared #businessaffairsRead More
Marketers, Ad Agencies, and Consultancies who fundamentally understand A.I. are incorporating customer feedback loops throughout the customer journey. Every touchpoint feeds the system with information that pushes brands and customers closer together in ways that are relevant and valuable.Read More
Wading through the vast landscape of blogs just to find the best ones talking about customer experience is not exactly a CX experience I’d ecommend. So, to help you in the search for CX how-tos, strategy and philosophy I’ve compiled this set of resources.
These are blogs I most often read to keep up with best practices in achieving customer satisfaction, improving customer service, and increasing customer engagement. Your mileage may vary.
“Once upon a time, brands and agencies set out to tell the most engaging, transparent and shareable stories the world had ever seen. Little did they know, the audience would become storytellers in their own right.”
And here’s a fresh video that breaks down CX in a way only Brian can do:
As you might expect, Forrester’s blog covers customer-facing trends with senior analysts offering data-driven perspectives on a variety of marketing topics, including customer experience. When it comes to CX, many still missout on Forrester’s top not content, industry leading thinking and innovative takes on CX. If you only follow one team exploring CX – Forrester might be it.
“Healthcare leaders should prepare now for the future to look very different. This is great news for customers who have been stuck with digital experiences that look like they belong in the early millennium and costs that continue to escalate.”
Brandwatch offers social media analytics software for many well-known global brands. While the blog often touts the company’s solutions, the content goes beyond a sales pitch, often with an entertaining and educational spin on CX, Social, Data and Analytics. The nice thing about Brandwatch is that they are “doers” and “makers” of the modern internat landscape and few others offer the “hands on” insight that they do.
“Aligning multiple personas, segments and experiences needs a smart blueprint.
This often means starting with a workshop to gather cross-functional teams and stakeholders to align around a common view of the consumer.”
Bruce Temkin calls himself a “customer experience transformist” with a goal of showing businesses how to improve their results by changing the ways they deal with customers. His blog has a wealth of research-supported information, often accompanied by useful infographics.
“It turns out that customer focus isn’t only good for customers, but it’s also good for employees and financial results.”
ForeSee specializes in voice of customer (VOC) solutions that measure and improve CX. The blog is often focused on the company’s methodology and analytics, but the insights are broad enough to be of use to any CX professional.
“Many people think about a pleasing look-and-feel and pretty pictures when they think of design. While important, those things are not what defines a great design. At the heart of every great UX design is a relentless focus on the user.”
With a methodology based on years of Disney success, the Disney Institute works with companies that want to make positive transformation in the areas of employee culture, leadership, and customer experience. The blog covers all three of those areas, but the insights from Disney on CX are worth a bit of extra digging.
“In our experience, the best way for companies to create emotional connections with their customers is by ensuring that every interaction delights them. To do that, you need more than great products – you need motivated, empowered people at the front line.”
Many top brands use the PeopleMetrics platform, but the company’s CX blog is a well-written collection of advice and case studies that cover every facet of customer experience.
“Wi-Fi is just one touch point on a flight out of many. But for me and, my guess, many frequent business travelers, it is a “moment of truth” touch point that often makes or breaks the experience.”
What’s your experience with customer experience blogs? I’d love to know what CX blogs are on your reading list.