I wanted to wish everyone a happy new year for 2009.
Perhaps I am going against the grain but I believe 2009 is going to be a very important and exciting year for those of us working in or around the Customer Experience Management (CEM) field of business. In 2008, we saw a step change in the way that organizations view customer experience information as well as a rapid maturing in their understanding and expectations of how they could better use the "voice of the customer" as a business tool.
I believe 2008 was the first year that companies seriously started to ask tough questions of their market research groups and vendors regarding the return on the billions of dollars spent on market research. The effect of this maturing understanding of CEM, coupled with the economic imperative to keep the customer you have during the current downturn, made the later half for 2008 one of the most interesting times so far in the evolution of the CEM sector. With more and more companies looking for new approaches to understand how and where they should focus the efforts to improve the customer experience.
I see the trend continuing in 2009 with more and more dollars being re-assigned from "traditional" market research programs to actionable customer experience programs. This can only be a good thing, especially if you are one of those people spending your company budgets of backward looking market research data instead of forward looking customer experience improvement information.
We have lots of topics to discuss this year..... and I promise to be better disciplined regarding regular blog postings.
Happy New Year