Brand Experience Lessons From Pixar

Ronald Rogowski

  Ron-Rogowski  [Posted by Ron Rogowski]

 

My 3 ½ year old son loves the Pixar movie “Cars.” Ok, I admit it, I love it too. It’s a feel-good story with lots of lessons, great animation and, of course, cars.

 

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Getting customers to cut you some slack

Jonathan Browne

Jon-Browne

[Posted by Jonathan Browne]

I'm embarrassed to see that we haven't updated our blog in three weeks. I guess it's a time of year when it's hard to stay on top of some things. I found myself exhausted at the end of June. (In addition to my trip to NYC for the CXP forum, I also had to do some business travel in Europe). Perhaps you've been feeling the same way? At the start of July, I took a holiday. It was sorely needed.

I visited Lisbon, which, it turns out, is a very beautiful city with great food and wine. As with all travel, the trip gave me a lot of experiences to think about, including a couple of incidents when I needed to ask people to fix things that had "gone wrong":

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Post-forum thoughts (one analyst's perspective)

Jonathan Browne

Jon-Browne

[Posted by Jonathan Browne]

How did you like our Customer Experience Forum? Did you come participate in person at the event in New York? Or did you see some of the presentations that we offered as a live stream?

On my way home from New York, I met a friend at LaGuardia airport for a coffee and I enthused about the event to him. He leant forward as if to let me in on a secret: "There's a company that I deal with, that always delivers an excellent customer experience - and you've probably never heard of it."

He proceeded to tell me that three generations of his family rely on USAA for all their financial needs. Boy, was he surprised when I told him who I'd been speaking with earlier... :

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But is it art?

Jonathan Browne

Jon-Browne [Posted by Jonathan Browne]

I'm noticing more and more "word clouds" in company reports and other business documents:

.Forrester Blog Wordle Portrait 

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Sneak Preview of the Customer-Centric Culture Track at CXP Forum 2009

Megan Burns

Megan Burns [Posted by Megan Burns]

Happy Friday everyone!  It's hard to believe, but Forrester's Customer Experience Forum is just 17 days away. A few of my colleagues have already talked about the event, but I thought I'd add my own take with a sneak preview of the track I'm leading.

 

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We want your input on our Web Site Review!

Adele Sage

Adele-Sage [Posted by Adele Sage]

We’re updating our Web Site Review methodology, and we want your help.

We have a set of 25 heuristics that we think are pretty good. But we’re looking for feedback from you folks, specifically:

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June 21 Tweetup In NYC - The Night Before Our CXP Forum

Jonathan Browne

Jon-Browne [Posted by Jonathan Browne]

One of the great crimes of Twitter is the way Twitter users put "TW" at the start of perfectly good words and think it's cool, or ironic, or some combination of the two ...

My colleague: We're having a Tweetup before the Customer Experience Forum in NYC.

Me: Really? I thought that was frowned upon in New York. Haven't you seen The French Connection?

My colleague: Eh? Don't be so obtuse. I said "Tweet Up". It's like "Meet Up" for people who use Twitter and created an entire lingo of words with "TW" at the start, like "Tweeple" for "People" and that sort of thing.

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Looking Ahead To Forrester's First Ever Forum For Customer Experience Professionals

Ronald Rogowski

Ron-Rogowski [Posted by Ron Rogowski]

 

Forrester’s first ever Customer Experience Forum kicks-off exactly one month from today, on June 22. The theme for the forum this year is “The Customer Experience Journey: Keeping Momentum In A Downturn.” I’m thrilled to be part of this wonderful event that will include executive speakers from big-name companies such as USAA, Virgin America, Symantec, Vanguard, New York Times and more.

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New Workshop - Top Ten Web Design Fixes To Improve Business Results

Jonathan Browne

Jon-Browne [Posted by Jonathan Browne]

If you've read any of Forrester's reports on the state of Web site experiences, you will know that we see a lot of flawed Web sites. (And you probably have personal experience of sub-par Web sites that confirms that assertion).

We've been teaching our 25-criteria methodology for ten years (we've updated it six times during that period) to cliients who want a method for identifying problems in value, navigation, presentation and trust on their sites. But during this recession, clients told us they wanted something even more focused - shorter, quicker, cheaper, easier to do.

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Welcome to the Forrester Blog for Customer Experience Professionals

Jonathan Browne

Jon-Browne [Posted by Jonathan Browne]

Are you sitting comfortably? Then I'll begin...

Welcome to Forrester's newest blog - My colleagues and I will use this space to share our thoughts and engage in dialogue with you about customer experience. We want you to participate by posting comments, challenging our ideas and sharing your opinions.

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