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Tom Hoffman | May 3, 2016
When it comes to customer experience, companies across industries are at different stages in their levels of maturity. While some companies are just beginning to explore ways to improve their customer experience efforts, other organizations that have progressed to becoming customer experience leaders have developed formalized processes and systems for delivering experiences to customers. Read more »
Mila D'Antonio | May 2, 2016
Digital disruption is happening at lightning speed and only some of the best-in-class businesses are successfully keeping up the pace. In documenting how companies are going through this digital transformation, Brian Solis, principal analyst at Altimeter Group, a Prophet company, developed a maturity model that chronicles the stages and the key areas of focus and change. Read more »
Judith Aquino | April 28, 2016
Marketers should pay attention to a particular type of app: mobile messaging apps, advised Forrester Research Data Scientist Nicole Dvorak. Yesterday, at Forrester Research's annual Forum for Marketing Leaders in New York City, Dvorak pointed to behavioral research that suggests mobile messaging apps have become one of the most used applications on consumers' smartphones. Read more »
Tom Hoffman | April 26, 2016
When companies make mistakes - and, inevitably, they will - the first thing they should do is apologize to their customers for any inconveniences it may have caused them. Unfortunately, apologies from senior management don't happen often enough, whether as a result of pride, fear of how it may impact the company's stock price, or simply that it doesn't occur to company leaders to admit when the company has erred. Following outbreaks of foodborne illnesses linked to its restaurants across Read more »
Mila D'Antonio | April 25, 2016
Doing what's right for customers is an easy concept to understand but fairly difficult to implement. Listening to them, anticipating their needs, and providing tailored service where and when they need it can be challenging to put into practice. Read more »
Judith Aquino | April 21, 2016
Hospitality and travel companies could learn a lot from Iceland in terms of creating a frictionless guest experience. I recently visited Iceland's capital, Reykjavik, for a four-day vacation. Although it was a short trip, it gave me a glimpse into a well-oiled tourism engine that companies should aspire to. Read more »
Tom Hoffman | April 19, 2016
Until recently, money-back or customer satisfaction guarantees were traditionally associated with retail purchases. But now, at least one healthcare company is jumping into the fray. Read more »
Mila D'Antonio | April 18, 2016
The Internet has been buzzing ever since Facebook introduced bots for its Messenger Platform last week at its F8 developer conference. These bots marry artificial intelligence with text messaging programs to understand requests and provide answers or execute tasks via messenger. They can provide simple automated subscription content like weather and news updates to customized requests like shipping notifications all by interacting directly with the people who want to get them. Read more »
Judith Aquino | April 14, 2016
Along with "next guest, please" the phrase consumers most likely hear at a store is, "are you part of our loyalty program?" But while most companies have a loyalty program, many still struggle to pull actionable insights from the mountain of loyalty data they've collected. Read more »

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