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Bob Thompson

Bob Thompson
Bob Thompson is CEO of CustomerThink, an independent research and publishing firm focused on customer-centric business management, and Founder/Editor-in-Chief of CustomerThink.com, the world's largest community dedicated to customer-centric business. Thompson is a popular international keynote speaker, blogger and author of Hooked On Customers: The Five Habits of Legendary Customer-Centric Companies.

Secrets of Customer-Centric Success — Interview with Jeff Puritt, CEO of TELUS International

Everyone says they want to be customer-centric and deliver a great customer experience. But most companies struggle, despite collecting customer feedback and investing in...

“State of Service” Report: Pandemic Driving Customers to Digital Channels and Automation

Salesforce.com just released its latest "State of Service" report with insights into how 7,000+ service professionals are adapting during the pandemic. I'd like to...

CX ROI: Making the Case to Improve the Buying Experience

Sure, marketing and sales leaders want satisfied customers. But they won’t fund a CX initiative if that’s the main benefit. CX pros must show they…

Is Customer Experience the Key to B2B Differentiation? Yes, the SERVICE Experience

For years we’ve seen many surveys finding that Customer Experience (CX) is a top priority and the key to differentiation. To the point that...

CX ROI: How to Justify Improving the Customer Service Experience

To gain funding to improve the service experience, CX pros must support the KPIs of the customer service department. Improving customer satisfaction is not...

How to Sustain Relationships with Customers and Employees During the COVID-19 Crisis

On April 23, 2020, CustomerThink's Advisors came together to support a webinar with tips on how to deal with the COVID-19 crisis. In this...

7 Global CX Experts Reveal How to Prove the Business Value of Customer Experience

For the past three years (starting with this article) I've been banging the drum about a worrisome problem. Namely, less than one in four...

Can Revenue Operations (RevOps) Finally Get B2B Sales and Marketing to Embrace Customer Experience?

Revenue Operations -- RevOps for short -- is a growing trend according to a new report "The State of Revenue Operations 2019." Compared to...

Zendesk makes bold CRM move with new platform and sales suite

Zendesk is a well-known and huge presence in the help desk market. Founded in 2007 in Copenhagen, Zendesk is now a public company that...

Report: Retention critical to growing subscription economy, but ownership and tactics need work

Subscription businesses are growing, big time. From cloud-based technology providers like Salesforce.com to consumer-focused brands like Stitchfix, increasingly the strategy is to convince customers...

InMoment acquires MaritzCX, sets up Battle Royale in EFM industry

Last year the big news in the Enterprise Feedback Management (EFM) industry was Medallia going public and SAP's acquisition of Qualtrics. That was a...

Deloitte: The Future of B2B Sales is “Experience Selling”

Late last year I received a copy of an excellent paper reviewing the results of Deloitte's research into the state of "experience selling." I wanted...

Beating the CX Slump: Leaders Spend Money Faster

Welcome to 2020 and the start of a new decade! CX dominated the conversation in the past 10 years; it will be interesting to...

Top Do’s and Don’ts of Customer Journey Mapping — 10 CX Experts Spill the Beans!

If you're involved with a Customer Experience ("CX" for short) initiative, there's a very good chance that you're also doing customer journey mapping...

Customer Success — A Unifying Mission for CRM and CXM

In this article, I’ll discuss how the “customer success” movement has developed, what it means, and why I believe it should be a unifying mission…

Cross-Channel Voice of Customer Analytics Gives a CX Edge to Orvis and Hunter Douglas

If you love fly-fishing, dogs, or spending time outdoors, you probably know about Orvis, the oldest mail-order company in the U.S. The company is...

SugarCRM repositions as CX Platform. A sign of “Peak CX”?

SugarCRM recently announced that it was "Driving the Future of Customer Experience with Powerful Products and New Vision." As the "CRM" part of SugarCRM suggests,...

Could a “Customer Success” Mindset Save the CX Industry?

According to CustomerThink's recent study, just 25% of CX initiatives (funded and staffed) can claim quantifiable business value or competitive advantage. Could a "customer success"…

Advanced Voice of Customer Analytics: Get Out of the Survey Rut and Start Winning at CX

Regular readers of my CX/VoC articles may recall that in 2011 I proposed that Chief Customer Officers needed a "Voice of Customer Command Center"...

Verint Doubles Down on “Engagement” Strategy, Pushes VoC Unification

Last week I had an enjoyable visit to Orlando, Florida, for Verint's annual Engage conference. I'd like to share some highlights and comments about...

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