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Judith Aquino | December 18, 2014
Facebook, the company whose mantra was once "move fast and break things," has decided it needs an empathy team. Business Insider reports that Facebook has created a team whose job is to understand what it's like to be a customer using their advertising products. Additionally, instead of referring to customers as "users," the social networking giant is now calling them "people." Read more »
Anna Papachristos | December 17, 2014
Behold, free shipping! One of life's small victories, particularly during the holiday season. For some online retailers, such offers have become universal, while others make consumers earn their reward. In my case, I met Free People's minimum purchase requirement by mere dollars. But, what I saved in shipping costs, I inevitably spent in time. Read more »
Tom Hoffman | December 16, 2014
December. That time of year when thoughts turn to holiday gatherings and unused PTO (paid time off). It's also that period when New Year's predictions articles accumulate like scraps of wrapping paper on Christmas morning. So with this in mind, here's the number one priority for customer experience leaders in 2015. Read more »
Mila D'Antonio | December 15, 2014
A comprehensive report last week commission by the Association of National Advertisers and conducted by cyber security company, White Ops Inc., confirmed what many in digital marketing and advertising already knew: Ad fraud is getting worse. Read more »
Guest Blogger: Sam Stern | December 12, 2014
Companies with customer-obsessed cultures--think USAA or Southwest Airlines--differentiate themselves in their industries and earn major financial benefits as a result. But customer-obsessed cultures don't just happen: To help transform a culture, customer experience professionals must develop training and coaching curriculum that touches all employees. Read more »
Judith Aquino | December 11, 2014
Building a relationship with your customers through multiple touch points has become a critical business practice as market forces raised the status and value of customer experiences. In 2014, this shift manifested itself through organizational changes across industries and advances in technology. As the year comes to a close, here are four lessons for business leaders to keep in mind: Read more »
Anna Papachristos | December 10, 2014
Though it might be starting to look a lot like Christmas, there's still room for retail customer experience improvements everywhere you go. The holiday season often exposes weaknesses in service strategies, as stores scramble to meet demand and generate profits. However, retailers should use this time to assess their current approach, learn valuable lessons, and make plans for the future. Read more »
Tom Hoffman | December 9, 2014
In an ideal world, employee satisfaction surveys are intended to provide senior management with rich insights into the state of workforce morale and areas for improvement that are actionable. But one of the biggest problems with annual or bi-annual polls is that action often isn't taken. According to PwC Saratoga's 2013/2014 U.S. Human Capital Effectiveness Report, nearly 60 percent of companies don't require managers to develop an action plan for employee engagement. Still another shortcoming with annual employee satisfaction surveys Read more »
Mila D'Antonio | December 8, 2014
The term, "disruption" has become the business buzzword of the year. But it's more than just jargon. Disruption in business involves having the ability to sense changes occurring in technology, customer behaviors, and product demands and being able to evolve quickly and implement plans outside the norm for long-term survival. Read more »

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