Good blog from Forrester. Nothing new or surprising here, but a clear reminder on why customers are in control...
Forrester's Kerry Bodine: Why Customer Experience? Why Now?
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About Me
- RichJayLong
- Chicago, IL, United States
- Integrated Marketing Leader who puts the customer at the center of strategic planning, decision-making, execution and relationship management. Gather and translate consumer and industry research into actionable insights and priorities to drive engagement with segmented customers to appeal to their hearts, minds and wallets. This includes a successful track record working with leading brands to map the current customer experience, determine key drivers of satisfaction and design the optimal customer journey. Unique customer and business perspective gained from progressive roles in fast-paced corporate, agency and consulting environments. Demonstrated ability to lead and manage cross-functional teams of internal stakeholders and external partners. Specialties: integrated marketing communications (IMC), customer relationship management (CRM), customer lifecycle management (CLM), customer experience management (CEM), direct/database marketing, customer research and customer advocacy. View my LinkedIn profile at www.linkedin.com/in/richjaylong/
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