For anyone involved in the business of customer engagement, there’s a very useful websiteCustomerThink.com that delivers a constant stream of news, commentary, and information on all aspects of customer engagement.
It was founded in 2000 by its current CEO and editor in chief, Bob Thompson, and today claims to attract in excess of 100,000 visitors per month from more than 200 countries. It’s claimed to be “the world's largest online community dedicated to helping business leaders develop and implement customer-centric business strategies.”
Thompson is also the author of Hooked on Customers (April 2014) a book that claims to “reveal the five habits of leading customer-centric firms,” and to have been hailed as "essential reading for CEOs, CMOs, CCOs, and other executives whose goal is to differentiate their firms through a genuine commitment to customers."
CustomerThink aims to be “The global thought leader in customer-centric business management.” It gives as its mission “to help business leaders develop and implement customer-centric business strategies … by publishing high-quality articles, blogs and discussion; conducting research on key issues and trends, and by facilitating interactions with a global panel of experts.”
Its main areas of coverage are customer relationship management, customer experience management and social business.
It draws blog posts from a wide range of contributors at a prodigious rate. For example, over just three days at the end of July, there were a total of 19 posts. A number of these are chosen by founder Bob Thompson for inclusion in a think tank for discussion.
Blogs are intended to be for expressing options. There’s a separate articles section for “new information, new insights into the business-customer relationship or a cogent explanation of an aspect of customer management strategy, practice or technology.”And in addition to both these, there’s a series of columns written exclusively for CustomerThink by a panel of advisors.
The site helpfully provides a ranking of the top 10 most viewed posts published in the previous 30 days — top ranked on 28 July was 5 Ways Customer Journey Mapping Can Transform Your Business Right Now. It explains how customer journey mapping is a technique growing in popularity, how it helps to visualise a customer’s experience from their point of view, across all the different touchpoints, and why customer journey maps are emerging as an effective communication, decision-making, and governance tool.
There are also a number of resources available, generally vendor-published white papers. And of course, you can sign up to receive a weekly newsletter.
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