The Customer Experience Portfolio

Jennifer Rice

Who are your priority customers and how do you serve them? Classic brand and customer experience theory says to focus on the “best fit customer” to drive relevance, yet it is rare to find a case where pleasing only one customer type can help achieve your goals. Case in point: when I took this position at Forrester, I started flying… a lot. Yet my 25,000 miles in 3 months on a certain airline didn’t align with their pre-set qualification period, so I didn’t receive status nor am I recognized in any way when I fly with them. That lack of recognition undermines loyalty, yet I’m precisely the type of customer whose loyalty they should be eager to gain.

This airline puts emphasis and resources into maintaining an improved experience for their defined priority customer – existing loyalty program members – and doesn’t consider the experience for attracting new customers like me into the fold. While they have a terrific app, the rest of their relatively generic flying experience (including wi-fi on only 1 of 10 flights I’ve taken) does little to motivate me, or any business traveler, to choose this airline over another brand.

When portfolio thinking comes into play

It’s true that by trying to be all things to all people, you become nothing to anyone. Imagine Apple trying to appeal to both innovators and technology laggards, or Southwest Airlines trying to cater to both bargain and luxury fliers. It doesn’t work. Good brands have the courage to stand for something.

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Red Hat Takes The Lead In Enterprise-Class Container Solutions — For Now

Charlie Dai

Red Hat held its 2015 summit last week in Boston. One of the most important announcements was the general availability of version 3 of OpenShift. After my discussion with Jim Whitehurst, president and CEO of Red Hat, as well as other executives, partners and, clients, I believe that Red Hat has made a strategic move and is taking the lead in enterprise-class container solutions for hybrid cloud enablement. This is because:

  • Red Hat has an early-mover advantage in platform refactoring.OpenShift and Cloud Foundry, two major open source PaaS platforms, both started refactoring with container technology last year. The developers of Cloud Foundry are still working hard to complete the platform’s framework after implementing Diego, the rewrite of its runtime. But OpenShift has already completed its commercial release, with two major replacements around containers: It replaced Gears, its original homegrown container model, with Docker and replaced Broker, its old orchestration engine, with Kubernetes.
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It's Here...The Forrester Wave: B2B Commerce Suites, Q2 2015

Andy Hoar

I’m pleased to announce the release of "The Forrester Wave: B2B Commerce Suites, Q2 2015." Peter Sheldon and I last took a deep dive into the space in 2013, and since then we've seen B2B grow both in size and importance.  

However, today's B2B environment is more complex, crowded, and competitive than it was in 2013. B2B buyers now insist on an "Amazon-like" customer experience with real-time interaction, extensive price and inventory transparency, and robust guided selling.  B2B companies are still plagued by both internal and external channel conflict, which in many cases is impeding their forward progress with digital. And not only are offline companies moving online, but omnichannel competitors in adjacent categories and pure-play online sites are entering select markets as well. 

It was against this backdrop that Peter and I evaluated several top B2B Commerce vendors. We found once again that hybris (an SAP company), IBM, Oracle Commerce, and Intershop led the pack. But this time around, Insite joined their ranks.  NetSuite returned as a strong contender and was joined in that category by eBay Enterprise (Magento).  New to both the B2B commerce space and our Wave evaluation is CloudCraze, a company offering eCommerce as a native application within the Salesforce environment.  

As Peter Sheldon outlines in detail in his blog post:

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What's Your Perspective On Digital Business?

Nigel Fenwick
We’re launching our quantitative research into digital business for 2015, and I’d like to capture your perspectives in this year’s study.
 
Last year we started a detailed research study into digital business and published numerous reports on our findings and insights for business executives. This year we have partnered with Odgers Berndtson to help field our digital business survey to business executives. And as we did last year, we’re also extending the survey to our clients and social media followers.
 
The survey only takes 10 to 15 minutes to complete … the perfect accompaniment to a cup of coffee or tea! (OK that may be a stretch … but you can easily complete it while enjoying a cuppa.)
 
Please share the link with your social media followers (http://nigel.im/2015digibiz).
 
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Introducing the Forrester Wave for Content Marketing Platforms

Ryan Skinner

Once you scale beyond a couple contributors and teams, it gets messy.”
– Content marketing leader at Intel

That’s as succinct a summary as you’ll get for the pains of contemporary content marketing. Even as marketers flock to it, experienced practitioners know of content marketing’s side effect:  An unmitigated mess, with lots of people producing piles of content all at the same time, all over the world.

Cue the Content Marketing Platform, or CMP. CMPs emerged to bring order to this cross-channel, cross-organizational, cross-brand, cross-geography, cross-everything content mess, by putting all the people working on content in to a common and shared space.

It’s against this relatively nascent CMP category that we just published a Forrester Wave report.

[Editorial note: Forrester publishes approx. 50-60 wave reports per year, or about one per week on average. Of those, only about a dozen each year are entirely new. This is one of the latter.]

The CMPs assessed in this report – Contently, DivvyHQ, Kapost, NewsCred, Oracle, Percolate, PublishThis, RebelMouse, and Skyword – can cite content marketing giants as part of their client list like: GE, Pepsi, Marriott, BlackRock, IBM, Dell, Diageo, Unilever, MasterCard, and Colgate-Palmolive. And they are picking up new ones relentlessly; as a group, they’re doubling software revenue year after year.

To pin down exactly what CMPs do, here is Forrester’s definition:

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Amazon And The Rise Of eCommerce In Mexico

Zia Daniell Wigder

Today Amazon launched full force in Mexico with items ranging from baby products to electronics to sporting goods—for the past two years, the company has sold only eBooks on its localized site in the country. Why Mexico now? 

Mexico’s eCommerce market has risen on global brands’ priority lists. When it comes to eCommerce, Mexico is the India of Latin America: a small, early-stage market that has been overshadowed by rapid eCommerce growth in a much larger neighbor (Brazil in the case of Latin America, China in Asia). However, Mexico’s time has come. As Brazil’s economy has slowed to a halt, Mexico’s continues to grow—at the same time, the cost and complexity of operating in the Brazilian market has become apparent, leading many US and European brands to turn their attention north to the region’s second largest economy. In 2014 alone, Orange, Zara, Home Depot, Lowe’s and Williams-Sonoma all rolled out eCommerce offerings in Mexico.

Driven by a variety of different categories, the online retail market is growing rapidly. We often talk about eCommerce markets evolving in four phases (see graphic below). Mexico has very much followed this trajectory. Early-stage online purchases were largely in the travel sector—then as consumers started to make physical product purchases online, they gravitated to categories such as consumer electronics and computer hardware. Going forward, these categories will continue to grow but they will be augmented by later-stage categories like apparel, beauty and grocery. We expect Mexico’s total online retail market to grow by a CAGR of 19% between 2014-2019, reaching almost $7 billion by 2019.

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Customer Experience News: This Week In Congress

Rick Parrish

Each Congress considers over 10,000 bills, and virtually none of them ever explicitly focus on customer experience (CX). However, some bills do have implications for federal CX. And although just 3% of bills ever become law, federal CX advocates should stay informed of proposals from the start. That way, we can suggest improvements, help good ideas become law, and plan for what happens when they do.

That’s why I’m starting this new weekly blog series. Every week while Congress is in session, I’ll take a look at a few new bills that could affect federal CX and offer my initial thoughts on each. I hope my views start a weekly conversation about which bills seem most promising for federal CX and the overall role Congress should play in improving the federal customer experience.

Let’s begin by taking a look at two bills that House leadership recently assigned to committee:

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Disrupt Processes To Build Your Customer-Obsessed Operating Model

Clay Richardson

A few months ago, I had a horrible customer experience around test-driving a new luxury car. The company's marketing department invested a lot of money on different campaigns to get me to make an appointment for a test drive. They succeeded, But once I got to the showroom for the appointment, the experience was a complete 180-degree turn from the red-carpet marketing experience. In fact, I was told they were too busy for a test drive and they requested I come back in two weeks. Needless to say, the experience was a #BIGFAIL on the part of the carmaker.

We see this all too often. Disconnected business processes, fragmented customer communications, and poorly thought-out execution around critical customer experiences. This lack of focus on process coordination around customer experiences robs companies of potential revenue and brand value

Contrast this with the experience I had while visiting a Tesla Motors store recently. While I was in the store browsing different car models and speaking with a Tesla spokesperson, a steady stream of existing Tesla owners popped into the store to rave about how great the brand was and how much they loved driving their cars. 

It's easy to see that brands like Tesla run their companies from a customer-obsessed operating model. And at the heart of this customer-obsessed operating model is a relentless focus on calibrating business processes to deliver seamless, connected experiences at each step of the customer journey. This shift to customer-obsessed operating models requires BT organizations to disrupt existing processes and focus efforts to:

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Announcing Forrester’s 2015 B2B Commerce Suites Wave

Peter Sheldon

Twenty months have passed since Forrester last published our Wave evaluation of the leading B2B commerce suite vendors. During that time much has changed. B2B eCommerce transactions in the US have grown 40% from $559b in 2013 to reach an estimated $780b by the end of 2015. Furthermore, 74% of B2B buyers now research and 30% now buy at least one-half of their work purchases online. Manufacturers, distributors and wholesalers alike are investing heavily in next generation enterprise B2B commerce technology to ensure they are delivering world-class online buying experiences that are able to scale for anticipated growth. As a result of this wave of investment, manufacturing and wholesale trade firms will spend more on commerce technology by the end of the decade than their peers in B2C retail.

As eBusiness teams look for solutions in the market, not only are they benchmarking their future state online buying experience against B2B peers like Grainger, but also against B2C leaders like Amazon and Wal-Mart. This means they need solutions with a best-in-class foundation of B2C features such as robust marketing, merchandising and experience management tools upon which unique B2B capabilities such as contract pricing, quotes pricing lists, eProcurement, product configuration and customization, guided selling, bulk order entry, dealer management, and account, contract, and budget management are then layered on top.

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“Big Data” Has Lost Its Zing – Businesses Want Insight And Action

Brian  Hopkins

I saw it coming last year. Big data isn’t what it used to be. Not because firms are disillusioned with the technology, but rather because the term is no longer helpful. With nearly two-thirds of firms having implemented or planning to implement some big data capability by the end of 2015, the wave has definitely hit. People have bought in.

But that doesn’t mean we find many firms extolling the benefits they should be seeing by now; even early adopters still have problems across the customer lifecycle. Can your firm understand customers as individuals, not segments? Are analytics driving consistent, insightful experiences across channels? Does all that customer insight developed by marketing make a bit of difference to your contact center agents? If you're like most firms, the answer is, “Not yet, but we're working on it.”

What’s more, firms expect that big data will deliver the goods. In fact, about three in four leaders tell us that they expect big data analytics to help improve and optimize customer experiences. That's a huge expectation!

I think big data is going to be a big letdown when it comes to customer engagement and experience optimization.

Here's why – big data is about turning more data into insight. In fact, our latest data and analytics survey tells me that big data plans are still overwhelmingly an IT department thing. As such, they have fallen victim to supply side thinking – just furnish the data and the technology, “the business” will do the rest. Really?

Big data will not help you:

  • Ensure insights are tested for value against business outcomes.
  • Deliver insights at the point of decision in software.
  • Close the loop between actions, digital reactions, and learning.
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