Welcome to the Foviance newsletter for October 2009

By Marty Carroll

In this latest issue we take a look at the continuing transition of customer experience analysis and consultancy, from valuable but finite one-off projects, to complete end-to-end strategies that should be considered a key part of any modern business’s overall digital operations.

I kick off proceedings by explaining the imperative for companies of all sizes to begin embedding customer experience thinking across their business culture and to spread awareness of the growing power of the collective consumer voice. Billie picks up these reins and looks in more depth at customer experience in the ever expanding world of social media. Clare questions whether businesses are already beginning to focus experience strategies on their highest value customers. And Sean explains how targeted customer experience investment can be more than justified by taking a fresh approach to calculating ROI. Finally the second part of Paul’s interview with Ashley Friedlein of Econsultancy is available for download on Customer Experience.

As ever, if you’ve got any queries or would like to chat about how we can help you to align your customer experience and brand, I’d also be very happy to hear from you.

Marty.

In this issue:

• The need for customer experience strategy
• Social media strategy starting points
• Focusing customer experience strategy
• The ROI of customer experience
• Econsultancy CEO interview