What role will customer experience - how your company interacts with customers - play in your company’s strategy in 2009? Increasingly, companies are starting to see customer care/customer experience as a “critical” part of business strategy. In a report released last February, Forrester stated that of the 287 leaders surveyed, 91% said that customer experience [...]

Businessweek has an excellently written article about consumer vigilantes that lends validation to our warnings about the Care 2.0 world — it’s worth a quick read, if for no other reason then to laugh at the opening anecdotes.  The upshot is that more and more consumers are taking to Teh Intertubes to complain about incidents [...]