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.
KANA is back, ready to rumble in the Cloud with “Express” customer service solution
Hard to believe it's been 3 years since I last wrote about KANA, when it launched the Service Experience Management solution as part of...
“Moments” may finally give Klout real clout
Klout has been a lightning rod for discussion about the promise and perils of measuring social influence. I'm not going to rehash it all...
Customer-Centricity is Dead! What’s Next?
Dick Lee asks a provocative question in his new white paper: What's next after customer-centricity? He sums up customer-centricity as follows: The common implementation-level model…
Solving the Digital Experience Conundrum: Three Roles for Technology in Customer Delight
Like it or not, the world is going digital. Web sites were just the beginning. Now we have social media, mobile, and ever more...
Salesforce.com announces private customer communities, aims for Social Business leadership
Salesforce.com just announced a new online community offering to enable enterprises to create private communities for customers and partners. This is essentially an extension...
Lessons from Bubble 1.0 and 2.0 — Value for ALL stakeholders is key to success
Bubble 1.0 was the dot-com frenzy. It popped when people realized a) you couldn't lose money on every transaction and make it up on...
Can technology create customer delight? Global #CX experts weigh in!
When I've researched what creates "memorable" experiences, the most common answers (70-80% of the time) involve interactions with people. These seem to get noticed,...
Why I’m pulling for CEO Ron Johnson to transform the J.C. Penney customer experience
Several years ago, my first visit to an Apple store was to buy an iPod for my son. Amazing experience. The store had a...
Study: Can Big Data help increase sales performance?
Big Data is the current, um, big buzzword. For those who haven't heard, Big Data is the IT industry term for the huge amount...
KEEP Trying to Delight Your Customers, While…
... Also Meeting Basic Service Expectations That's my rebuttal to the 2010 HBR article Stop Trying to Delight Your Customers, by Matthew Dixon, Karen Freeman,...
Reality check: Branded online communities outperform Facebook in consumer buying decisions
Get Satisfaction, a provider of cloud-based online community solutions, just announced the results of a new study that bucks the conventional wisdom that if...
Big Data analysis tools: STATISTICA, KNIME, Rapid Miner, Salford Systems top rated; R on the rise
Rexer Analytics just released results of its 5th annual Analytics Data Miner Survey. For those interested in tools to gain insight from the Big...
Culture: Why Microsoft, Oracle and SAP won’t succeed in the Cloud (and contact center leaders will also #fail)
"Nothing focuses the mind like a hanging." —Samuel Johnson In the past year, cloud-based solutions are being snapped up by the "old guard" CRM/ERP software…
Satmetrix helps keep score when “sparks” fly on the Social Web
Satmetrix has launched a new free service called SparkScore which turns social commentary into a Netpromoter score (NPS). A "spark" is a social comment...
Facebook is biggest loser in social media satisfaction ratings
ACSI, the organization that does annual customer satisfaction/loyalty measurements for a wide variety of industries, today announced the results for the E-Business sector. Social...
Easy Does It — Wells Fargo Banker’s Personal Touch Creates a Delightful Experience
I recently took my mother to a Wells Fargo branch office to take a care of 3 different transactions: getting a credit card reactivated,...
Social CRM en Colombia: Delight and the Digital Experience Conundrum
Last week I had the distinct pleasure of visiting Bogotá to keynote the 2nd international conference on Social Media and Social CRM. My sincere...
Revenue Performance Management (RPM): Strategy, Technology or the Real CRM 2.0?
My how our industry loves acronyms. Especially if they include an "M"—usually meaning Management which, unsurprisingly, requires some new enabling technology. Or, append "2.0"...
Let Your Customers Inspire You! Four Stages of the Customer-Centric Journey
Is your company "customer centric?" Of course it is. The term is like motherhood and apple pie—everyone agrees it's a good thing and can...
Study: Multi-channel usage growing, consumers don’t want to experience “touchpoint amnesia”
NICE just released results of a survey of nearly 1200 adults in US, UK and Australia, focusing on interactions with financial, telecommunications, travel and...