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<a href="/bruce_temkin/10-03-12-customer_experience_management_europe" title="Customer Experience Management In Europe">Customer Experience Management In Europe</a>
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<p class="byLine">Posted by <a href="/bruce_temkin">Bruce Temkin</a> on the <a href="/customer_experience">Customer Experience Professionals</a> Blog on March 12, 2010</p>
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<This post was orginally published in <a href="http://experiencematters.wordpress.com/"><strong><u><font color="#810081">Customer Experience Matters</font></u></strong></a>></p>
<p>
In preparation for my speeches in London and Stockholm, I examined the responses from our Q4 2009 customer experience survey of executives which was the basis for my research on North American companies called <a href="http://experiencematters.wordpress.com/2010/02/26/the-state-of-customer-experience-2010/" target="_blank" title="The State Of Customer Experience, 2010">The State Of Customer Experience, 2010</a>.</p>
<p>
It turned out that there were 53 responses from Western European firms with annual income of at least $150 million. While this was not a large enough sample size for me to publish in a research report, it was certainly interesting enough for me to present during my speeches. So I thought I’d share some of the data here.</p>
<p>
First of all, there’s definitely a lot of interest in customer experience in Europe. Forty-seven of the respondents said that customer experience was either critical or very important to their firm’s 2010 strategy and, as you can see below, three-quarters of the respondents said that there company is trying to differentiate itself with customer experience. </p>
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<img alt="" height="318" src="http://experiencematters.files.wordpress.com/2010/03/cxp-objectives_small.png?w=448&h=318" title="Objectives For Customer Experience At European COmpanies" width="448" /></p>
<p>
Only 6% of the respondents said that they had a very disciplined approach to customer experience management. Here’s what they identified as major obstacles for improving customer experience:</p>
</div> <a href="/bruce_temkin/10-03-12-customer_experience_management_europe" class="readMore arrow">Read more</a> </div>
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<a href="/bruce_temkin/10-03-12-take_stock_customer_experience_leaders" title="Take Stock In Customer Experience Leaders ">Take Stock In Customer Experience Leaders </a>
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<p class="byLine">Posted by <a href="/bruce_temkin">Bruce Temkin</a> on the <a href="/customer_experience">Customer Experience Professionals</a> Blog on March 12, 2010</p>
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<img src="/f/b/analystpix/Bruce-Temkin.gif" alt="Bruce Temkin" title="Bruce Temkin" width="89" height="89" class="analystPicture" /> <p>
<This post was orginally published in <a href="http://experiencematters.wordpress.com"><strong>Customer Experience Matters</strong></a>></p>
<p>
Jon Picoult, the Founder of Watermark Consulting, just published a blog post called <a href="http://www.customerthink.com/article/return_on_customer_experience_investments" target="_blank" title="(CustomerThink) Yes, Virginia, There Is A Return On Customer Experience Investments"><font color="#333333">Yes, Virginia, There Is A Return On Customer Experience Investments</font></a>. He looked at the stock performance of companies based on how well they did in Forrester’s Customer Experience Index (CxPi).</p>
<p>
It’s great work! Here’s a graphic from his post that shows how customer experience leaders outperform customer experience laggards in the stock market. His analysis used the results from our <a href="http://experiencematters.wordpress.com/2007/11/27/forresters-2007-customer-experience-rankings/" target="_blank" title="Forrester’s 2007 Customer Experience Rankings"><font color="#333333">2007 CxPi</font></a>.</p>
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<a href="http://www.customerthink.com/article/return_on_customer_experience_investments" onclick="window.open(this.href,'_blank','scrollbars=no,resizable=yes,toolbar=no,directories=no,location=no,menubar=no,status=no,left=0,top=0'); return false" style="display: inline"><img alt="(Customer Think) Yes, Virginia, There Is A Return On Customer Experience Investments" border="0" class="asset asset-image at-xid-6a00d8341c50bf53ef0128777e98f5970c " src="/f/b/_tp/.a/6a00d8341c50bf53ef0128777e98f5970c-800wi" title="(Customer Think) Yes, Virginia, There Is A Return On Customer Experience Investments" /></a></p>
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<a href="/emily_riley/10-03-12-want_join_im_analyst_team" title="Want to join the IM analyst team?">Want to join the IM analyst team?</a>
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<p class="byLine">Posted by <a href="/emily_riley">Emily Riley</a> on the <a href="/interactive_marketing">Interactive Marketing Professionals</a> Blog on March 12, 2010</p>
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<img src="/f/b/analystpix/Emily_Riley.gif" alt="Emily Riley" title="Emily Riley" width="89" height="89" class="analystPicture" /> <p>Our team has been growing fast! We just hired two great new researchers and are currently interviewing candidates for analyst positions as well. We are looking for someone who has experience measuring campaign performance across digital channels and who can look at how emerging technologies will fit into a cross channel strategy. We are looking for someone with 5-10 years experience. We are open to hiring this person in NYC, Cambridge or Foster City, CA. If you or someone you know is interested in working at Forrester, please submit your resume here: <a href="http://forrester.myvurv.com/main/careerportal/Job_Profile.cfm?szOrderID=434&szReturnToSearch=1&szWordsToHighlight=" title="http://forrester.myvurv.com/main/careerportal/Job_Profile.cfm?szOrderID=434&szReturnToSearch=1&szWordsToHighlight=">http://forrester.myvurv.com/main/careerportal/Job_Profile.cfm?szOrderID=...</a></p>
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<a href="/ian_fogg/10-03-12-why_mobiles_time_has_come" title="Why Mobile's Time Has Come">Why Mobile's Time Has Come</a>
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<p class="byLine">Posted by <a href="/ian_fogg">Ian Fogg</a> on the <a href="/consumer_product_strategy">Consumer Product Strategy Professionals</a> Blog on March 12, 2010</p>
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<img src="/f/b/analystpix/Ian-Fogg.gif" alt="Ian Fogg" title="Ian Fogg" width="89" height="89" class="analystPicture" /> <p>
Virtually every firm has been burned in the past by failed mobile initiatives that launched before the market, consumers, or technology were ready.<a href="http://www.forrester.com/rb/teleconference/why_mobile_internets_time_has_come/q/id/5925/t/1" target="_blank"> This time is different</a>. Why? There's now the critical mix of great devices; widely available fast mobile networks; often unlimited data tariffs; a shift in mobile carrier attitudes; and a focus from US-based firms placing mobile as a core part of their strategy, this raises the amount of mobile services and content available and in so doing boosts the value of mobile to every consumer.</p>
<p>
The spectre of Apple's innovation has driven every mobile handset maker, every mobile operator, and every media or entertainment firm to raise their game. It's taken a while for those new smartphones and service plans to come to market. Now they are, and it is changing everything.</p>
<p>
We're in the process of ramping up our research around mobile product strategy to help all types of companies -- in essence every firm that has an Internet presence -- to determine when and how to embrace mobile. We've published numerous recent reports, some are referenced here.</p>
<p>
And, to pull together in a little more depth why mobile and why now, and set out how we can help different types of firms with their mobile strategy, we've put together a short document. Anyone can read this, whether or not you are a Forrester client:- <a href="http://a964.g.akamaitech.net/7/964/714/fd863adfe0c91f/www.forrester.com/imagesV2/uplmisc/CPSMobileConsulting.pdf" target="_blank">Forrester's CPS Mobile Consulting capabilities</a></p>
<p>
For the cynics out there, especially those too lazy to follow that link, here's my take on why mobile's time really has come:</p>
<a href="/ian_fogg/10-03-12-why_mobiles_time_has_come" class="readMore arrow">Read more</a> </div>
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<li><a href="/category/mobile_strategy">Mobile strategy</a></li>
<li><a href="/category/mobile_social_computing">Mobile Social Computing</a></li>
<li><a href="/category/mobile_post">Mobile POST</a></li>
<li><a href="/category/mobile_internet">Mobile internet</a></li>
<li><a href="/category/mobile">mobile</a></li>
<li><a href="/category/location_based_services">Location Based Services</a></li>
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<a href="/carlton_doty/10-03-12-welcome_new_customer_intelligence_blog" title="Welcome To The New Customer Intelligence Blog">Welcome To The New Customer Intelligence Blog</a>
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<p class="byLine">Posted by <a href="/carlton_doty">Carlton Doty</a> on the <a href="/customer_intelligence">Customer Intelligence Professionals</a> Blog on March 12, 2010</p>
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<img src="/f/b/analystpix/Carlton-Doty.gif" alt="Carlton Doty" title="Carlton Doty" width="89" height="89" class="analystPicture" /> <p>
Hello Customer Intelligence Pros:</p>
<p>
In case you haven’t heard by now, Forrester just launched its new blog platform yesterday. Why bother you ask? Well, most importantly, we want to more easily allow you to follow individual analysts and streams of research that are most relevant to you. <a href="http://blogs.forrester.com/cliff_condon/10-03-10-welcome_new_blog_network">Here</a> is what Cliff Condon, our guru of Forrester communities and blogs, has to say about the new platform. I urge you to please take a look around, and let me know what you think. Also, let me know what type of content and discussion you would like to see from the Customer Intelligence team in the near future.</p>
<p>
Thanks,</p>
<p>
Carl</p>
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<a href="/zachariah_hofer_shall/10-03-12-what_social_intelligence" title="What Is Social Intelligence?">What Is Social Intelligence?</a>
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<p class="byLine">Posted by <a href="/zachariah_hofer_shall">Zachariah Hofer-Shall</a> on the <a href="/customer_intelligence">Customer Intelligence Professionals</a> Blog on March 12, 2010</p>
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<p>
Social media has forced companies into reactive mode. Brands want to know "who's saying something bad about me and how do I track the negative fall-out". But the real power of social media is that your customers voluntarily share a wealth of data that can drive improvements to your business strategy. Right now, your customers, without any prompting, openly share information that would have taken months of surveys - and lots of money - to collect. As social data continues to pile up, it's time to start taking these online conversations seriously and use them to inform your customer intelligence.</p>
<p>
The concept of monitoring social media might sound obvious, because most data-hungry marketers understand the value of their customers' social data. But based on my research, even though most marketers may collect this data, far fewer actually use it to inform an enterprise-view of their customers. As any analytical mind knows: collecting data is only the first step.</p>
<p>
<a href="http://blogs.forrester.com/zach_hofer_shall/09-12-10-social_intelligence_landscape">Over the last few months</a> I've talked to dozens of marketers about how they manage data generated from online discussion - the best practices they use, the pitfalls they've encountered, and the very cool applications they have for using social media data. In my latest research, <a href="http://www.forrester.com/rb/Research/defining_social_intelligence/q/id/56607/t/2" target="_blank">Defining Social Intelligence</a> (client access), I outline the process and use cases for harnessing social media data to inform your business strategy - a process we call "Social Intelligence".</p>
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<a href="/reineke_reitsma/10-03-12-data_digest_state_p2p_file_sharing" title="The Data Digest: The State Of P2P File Sharing">The Data Digest: The State Of P2P File Sharing</a>
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<p class="byLine">Posted by <a href="/reineke_reitsma">Reineke Reitsma</a> on the <a href="/market_research">Consumer Market Research Professionals</a> Blog on March 12, 2010</p>
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<img src="/f/b/analystpix/Reineke-Reitsma.gif" alt="Reineke Reitsma" title="Reineke Reitsma" width="89" height="89" class="analystPicture" /> <p>
This week my colleague James McQuivey published a report called '<a href="http://www.forrester.com/rb/Research/casual_video_piracy_kept_at_bay_for/q/id/56575/t/2" target="_blank"><strong>Casual Video Piracy Kept At Bay For Now</strong></a>'. Forrester's <a href="http://www.forrester.com/rb/data/consumertechno.jsp" target="_blank">Technographics</a> research shows that online video piracy is a minority behavior. Just 7% of US online adults regularly engage in peer-to-peer (P2P) file sharing, and less than half of them use it for video files. In fact, more people have given up on P2P file sharing than currently still do it.</p>
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<img alt="Peer to Peer filesharing uptake" src="/f/b/users/RREITSMA/P2P uptake.png" style="width: 800px; height: 469px;" /></p>
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Another data point in this report revealed that everyone prefers a legal alternative. Our respondents were eager to reassure us that they prefer to use legal sites for watching videos, if these would give them a convenient way to serve their video needs.</p>
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<li class="last"><a href="/category/consumer_behavior">consumer behavior</a></li>
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<a href="/mark_mulligan/10-03-12-pink_floyd_score_pyrrhic_victory_analogue_age_0" title="Pink Floyd Score a Pyrrhic Victory for the Analogue Age">Pink Floyd Score a Pyrrhic Victory for the Analogue Age</a>
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<p class="byLine">Posted by <a href="/mark_mulligan">Mark Mulligan</a> on the <a href="/consumer_product_strategy">Consumer Product Strategy Professionals</a> Blog on March 12, 2010</p>
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<img src="/f/b/analystpix/Mark-Mulligan.gif" alt="Mark Mulligan" title="Mark Mulligan" width="89" height="89" class="analystPicture" /> <p>
<a href="http://www.guardian.co.uk/music/2010/mar/11/pink-floyd-court-victory-emi-downloads-ringtones">Pink Floyd yesterday won a court battle with EMI </a>over the label’s ability to sell individual songs from the band’s albums in digital format. There’s a fair amount of debate about what sort of precedent this may set and its implications for the broader digital music market. In my view though the ruling is an unfortunate and retrograde step that reinforces many of the 20<sup>th</sup> century shackles that continue to prevent the 21<sup>st</sup> century music business from truly breaking free of its analogue past.</p>
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<p>
As I proposed in my <a href="http://blogs.forrester.com/mark_mulligan/09-09-30-music_product_manifesto_product_features_will_save_recorded_music">Music Product Manifesto</a>, the future of a successful music business - if there is to be such a thing - depends squarely upon radical product innovation that follows consumer demand rather than try to dictate it. The world has changed markedly since the days when the needle was cutting grooves into the master lacquer of ‘The Dark Side of the Moon’. In those days the record labels had a near-absolute monopoly of control of distribution. If you wanted to have a copy of ‘The Dark Side of the Moon’ you had to buy a copy in your local high street music store. But in the digital age the audience has complete control. If a modern day fan only wants to download ‘Money’ they have the freedom to skip the other 9 tracks on the album. And it doesn’t matter if Pink Floyd have succeeded in stopping EMI from selling it that way, because if iTunes doesn’t let you download ‘Money’ on its own then BitTorrent certainly will.</p>
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<a href="/mark_mulligan/10-03-12-pink_floyd_score_pyrrhic_victory_analogue_age" title="Pink Floyd Score a Pyrrhic Victory for the Analogue Age">Pink Floyd Score a Pyrrhic Victory for the Analogue Age</a>
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<p class="byLine">Posted by <a href="/mark_mulligan">Mark Mulligan</a> on the <a href="/consumer_product_strategy">Consumer Product Strategy Professionals</a> Blog on March 12, 2010</p>
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<img src="/f/b/analystpix/Mark-Mulligan.gif" alt="Mark Mulligan" title="Mark Mulligan" width="89" height="89" class="analystPicture" /> <p>
<a href="http://www.guardian.co.uk/music/2010/mar/11/pink-floyd-court-victory-emi-downloads-ringtones">Pink Floyd yesterday won a court battle with EMI </a>over the label’s ability to sell individual songs from the band’s albums in digital format. There’s a fair amount of debate about what sort of precedent this may set and its implications for the broader digital music market. In my view though the ruling is an unfortunate and retrograde step that reinforces many of the 20<sup>th</sup> century shackles that continue to prevent the 21<sup>st</sup> century music business from truly breaking free of its analogue past.</p>
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</p>
<p>
As I proposed in my <a href="http://blogs.forrester.com/mark_mulligan/09-09-30-music_product_manifesto_product_features_will_save_recorded_music">Music Product Manifesto</a>, the future of a successful music business - if there is to be such a thing - depends squarely upon radical product innovation that follows consumer demand rather than try to dictate it. The world has changed markedly since the days when the needle was cutting grooves into the master lacquer of ‘The Dark Side of the Moon’. In those days the record labels had a near-absolute monopoly of control of distribution. If you wanted to have a copy of ‘The Dark Side of the Moon’ you had to buy a copy in your local high street music store. But in the digital age the audience has complete control. If a modern day fan only wants to download ‘Money’ they have the freedom to skip the other 9 tracks on the album. And it doesn’t matter if Pink Floyd have succeeded in stopping EMI from selling it that way, because if iTunes doesn’t let you download ‘Money’ on its own then BitTorrent certainly will.</p>
<p>
</p>
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<a href="/mark_mulligan/10-03-11-forresters_new_blog_platform_live" title="Forrester's New Blog Platform is Live!">Forrester's New Blog Platform is Live!</a>
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<p class="byLine">Posted by <a href="/mark_mulligan">Mark Mulligan</a> on the <a href="/consumer_product_strategy">Consumer Product Strategy Professionals</a> Blog on March 11, 2010</p>
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<img src="/f/b/analystpix/Mark-Mulligan.gif" alt="Mark Mulligan" title="Mark Mulligan" width="89" height="89" class="analystPicture" /> <p>As many of you will know, Forrester has been busy building its new blog platform and last night it went live. We hope you like the new look and feel, and all of the new tools (e.g. “Polls” and “Most Recommended Posts”) that will help us analysts engage more with you the audience</p>
<p> * Everyone’s welcome here. Forrester analysts use blogs as an input into the research they produce, so having an open, ongoing dialogue with the marketplace is critical. Clients and non-clients can participate – so I encourage you to be part of the conversations on Forrester blogs.</p>
<p> * We still have team blogs focused on role professionals. Our role blogs, such as the CIO blog and the Interactive Marketing blog, are a rollup of all the posts from the analysts serving that specific role professional. By following a role team blog, you can participate in all the conversational threads affecting a role.</p>
<p> * And now we’ve added analyst blogs as well. If you prefer to engage directly with your favorite analyst, you can. Look on the right-hand rail of the team blog and you’ll see a list of the analyst blogs. Just click on their name to go to their blog. Or type their name into “Search”. An analyst blog is a place for the analyst to get reaction to their ideas and connect with others shaping the marketplace. You’ll find the blogs to be personal in tone and approach. </p>
<p> * You can monitor analyst tweets. On role team blogs, you will see the recent tweets on the right-hand rail from analysts serving that role. On analyst blogs, the tweets shown are specific to that analyst. </p>
<p> * New “Recommend this post” functionality makes it easy to weigh in. If you find a post useful and insightful but don’t have time to post a comment, simply click “Recommend this post” to encourage others to read it.</p>
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