Forrester Blogs
  • CE Advice: eliminate problems that frustrate customers, emotionally engage customers, prepare for context-based experiences #IOF11
     — 9:12 AM Nov 9
    from Twitter for iPhone
  • Customer experience index: Useful, easy, enjoyable are what need to be looked at #IOF11
     — 9:07 AM Nov 9
    from Twitter for iPhone
  • Paul Hagen: First contact resolution is not a substitute for measuring customer perceptions and the customer experience #IOF11
     — 9:06 AM Nov 9
    from Twitter for iPhone
  • Important thing about customer experience: what do your customers expect of you? #IOF11
     — 9:04 AM Nov 9
    from Twitter for iPhone
  • Wow. Costco scores higher in customer experience than Apple #IOF11 (free snacks?)
     — 9:02 AM Nov 9
    from Twitter for iPhone
  • 3 outside-in rules: understand the intended experience, measure customer perceptions, prioritise moments that matter most #IOF11
     — 9:00 AM Nov 9
    from Twitter for iPhone
  • Paul Hagen: consider how IT password complexity and annoyance affects customer experience as well as things like availability #IOF11
     — 8:58 AM Nov 9
    from Twitter for iPhone
  • Customer experience = How customers PERCEIVE their interactions with your organisation #IOF11
     — 8:55 AM Nov 9
    from Twitter for iPhone
  • Customer experience drivers: choice, raised expectations, social amplification, products becoming service platforms, CE drives $s #IOF11
     — 8:52 AM Nov 9
    from Twitter for iPhone
  • @brtnz both I guess
     — 6:50 PM Nov 8
    from HootSuite
  • Justin Bieber meets True Blood at #itSMF11 @jimbofin ? http://t.co/Xj32puJP
     — 6:36 PM Nov 8
    from web
  • What is it with transport & me? Virgin bagdrop lady kindly tells me my flight is rescheduled an hour later. Where was the update text/email?
     — 4:35 AM Nov 8
    from Twitter for iPhone
  • @Karen_Ferris I believe that it has been renamed the Floozy Room for this morning.
     — 4:32 AM Nov 8
    from Twitter for iPhone
  • @riChchestMat that microphone is probably in a seedy bar somewhere tucked safely under a table.
     — 4:31 AM Nov 8
    from Twitter for iPhone
  • I'm expecting a deluge of @ServiceSphere related tweets from #itSMFUK11 anytime now.
     — 4:30 AM Nov 8
    from Twitter for iPhone
  • Is there a sweepstake on when @patb0512 gets to #itSMFUK11 day 2? My money is on 11:25 with a coffee in each hand.
     — 4:18 AM Nov 8
    from Twitter for iPhone
  • Pop by @JJLifetherapies stand and buy her people-based #ITSM book. Looks an interesting read and just £3.99 at #itSMFUK11
     — 4:09 AM Nov 8
    from Twitter for iPhone
  • Is the future of decision making WWTD: What would Twitter do? #random
     — 2:27 AM Nov 8
    from Twitter for iPhone
  • @John_G_Moore I expected @barclayrae to be on the piano like Michelle Pfeiffer in the Fabulous Baker Boys ;)
     — 2:24 AM Nov 8
    from Twitter for iPhone
  • @hornbill_sys congratulations to Angela
     — 6:17 PM Nov 7
    from TweetCaster for Android