Have you seen The Marketing Operations Playbook?

Learn the insider's tricks and techniques to super-charge your company's marketing operations, build up your market share, make more sales through repeat business and customer loyalty, and prove your marketing's true worth through analysis and reporting.

Get it on Amazon (Kindle/Print)

Customer experience trends to watch in 2013

Temkin Group's forecast of trends to watch this year suggests that this 'critical mass' of dedicated customer experience (CX) workers will cause the field to develop even more rapidly than before throughout organisations in every sector.

"We expect 2013 to be a very active year for customer experience," said Bruce Temkin, managing partner for Temkin Group. "Many companies are evolving past the early stages of customer experience maturity and are beginning to drive organisational transformation. That's great news for their customers and for the bottom lines on those companies."

In his blog post entitled '13 Customer Experience Trends to Watch in 2013', Temkin outlined the following customer experience trends:

1. The decline of surveys
   Companies will rely less on multiple-choice questions as a source of customer feedback.
2. The rise of text analytics
   More insights will come from unstructured content like comments on surveys, calls into the contact centre, social media conversations, and chat sessions with agents.
3. 'Big Data' predictive insights
   Customer feedback will be combined with troves of other operational and customer data to predict customer attitudes and behaviours.
4. Anticipatory service
   Service issues will be resolved before customers even complain.
5. Experience-infused product development
   Customer experience requirements will get embedded throughout entire product development processes.
6. Design-based process improvement
   Quality, customer experience, and design thinking will come together in powerful organisational change efforts.
7. Loyalty-focused contact centres
   The focus on long-term loyalty versus short-term costs will result in the on-shoring of previously off-shored contact centre interactions.
8. Appreciation of employee assets
   Employee engagement will become a key corporate priority.
9. Mobile, mobile, mobile
   Interactions will be designed that combine smart phones with other channels.
10. Software as an Experience
    Cloud-based software will begin a customer-centric transformation.
11. Resurgence of values
    Organisations will articulate and recommit to a core set of values.
12. Rethinking risk-experience trade-offs
    There will be more push back on and elimination of conservative legal and compliance rules that create poor customer experience.
13. Continuing CX education
    MBA programmes and corporate training departments will create and teach more customer experience content.

The full article explaining each trend in more detail has been published on Temkin Group's Experience Matters blog - click here.

Have you seen The Marketing Operations Playbook?

Learn the insider's tricks and techniques to super-charge your company's marketing operations, build up your market share, make more sales through repeat business and customer loyalty, and prove your marketing's true worth through analysis and reporting.

The Marketing Operations Playbook walks you step-by-step through the techniques, metrics, reporting, analysis, marketing models, technologies, tools and innovations for successful marketing strategies - both traditional and emerging - with expert guidance from thought leaders in every major market.

Find out the best ways to gather, analyse, and act on customer data to increase profitability, build your brand, empower your customers, beat the competition, reduce churn, and increase customer profitability. This is the marketing book you can't afford to be without.

Find out what works - and what doesn't - and who's succeeded, and how they did it. See how the world's top brands keep their competitive edge against all odds.

This comprehensive and practical guide to the latest ideas in marketing operations hands you over 200 packed pages of strategy, best practices, do's and don'ts, practical know-how, facts and figures, and ideas to optimise your marketing strategy, boost sales, market share, increase ROI and profit.

This book aims to hand you all the facts, figures and research data you need for the best decisions for a more profitable, more engaging marketing strategy. It also highlights all the facts, forecasts and trends identified by our experts from the global Marketing Factbook's vast database of market data, news, studies, research and articles, and presents you with an invaluable library of ideas and practical support you can call upon at will.

With The Marketing Operations Playbook at your side, you'll gain to a true goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, research and market data, plus all the supporting arguments you need to build a solid, profitable marketing strategy: All the know-how, strategies and ideas you need to get your own Marketing Playbook right, first time.

Get it on Amazon (Kindle/Print)