Business consequences of perpetual personal connectivity

Businesses that want to be successful in the world created by the perpetually connected will have to:
  • Overhaul their technology — all of it: consumer-facing digital products, services, and support;  technology to equip employees;  in-store technology; sales process and delivery chain
  • Hire people across the company who understand how digital interactivity affects their business role.
  • Evolve internal processes to incorporate new talent and technology in the most effective and efficient ways possible.
  • Restructure departments to implement these new processes in the smartest ways.
  • Rethink how and what they forecast, measure, and budget for.
  • Retrain their employees not just on these new processes and how to use the technology at their disposal but also on the speed and kind of service the new customer demands, whether that service is being delivered digitally, on the phone, or in person.

via Melissa Parrish, Forrester Research 

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“Customer experience is the ‘eat healthy and exercise’ of the business world.”

  • Everyone knows it’s important, and why.
  • When talking to others we probably pretend we do it better than we actually do.
  • Deep down we aren’t quite sure what we should do – it’s complicated and confusing.
  • The things we know we should do just aren’t that fun or exciting, so we often avoid them.
Via Megan Burns, Forrester

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Digital Survival: Brands Must Be Customer-Obsessed | CMO.com

Manufacturing, distribution and information expertise once set one company apart from another. No longer, insists Forrester, which now insists that the only differentiator that really matters is consumer loyalty.

In its new report “Competitive Strategy In The Age Of The Customer,” Forrester asserts that companies must be more than customer-focused — they must be customer-obsessed, according to Forrester analyst and report author Josh Bernoff.


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