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Guest Blogger: Rick Parrish | April 18, 2014
When I ask government employees why improving customer experience (CX) is so important, I often hear a version of the same answer: "It's the right thing to do." But I'm not about to take an easy answer like that at face value, so I dig deeper. Read more »
Cynthia Clark | April 17, 2014
Trust is an essential element in relationships. As humans, we need to feel we can trust others who we invite into our lives, but also the organizations we do business with. As Don Peppers and Martha Rogers, Ph.D. argue in their book Extreme Trust: Honesty as a Competitive Advantage, trust is not just a good idea, it's inevitable. Read more »
Anna Papachristos | April 16, 2014
From Facebook and Twitter, to Instagram and Pinterest, social media continues to prove it's not just some trend, but also an emerging platform for individuals and brands to connect and converse. But, as social media expands into an enterprisewide initiative, more companies beginning to consider to pros and cons of bringing their CEO into the mix. While many feel this step would bring an added human element to their business, others worry that exposing their CEO to public scrutiny may Read more »
Tom Hoffman | April 15, 2014
There's a ton of information that customers share with companies that can - and should be - used to develop more personalized, relevant, and contextual engagement with customers at the right time and in the right channel. Drawing on a full range of customer data has become a business imperative for marketers, particularly as customized content and messaging is needed to engage today's finicky, highly mobile customer. Read more »
Mila D'Antonio | April 14, 2014
Digital and social trends are the key factors driving the evolution of retail marketing today. Read more »
Guest Blogger: Vanessa Saulsberry | April 11, 2014
Far too long ago to mention, I listened attentively as my marketing professor elucidated the Four P's of marketing. It was a different world then; smartphones and tablets weren't en vogue, virtual events and Spreecasts didn't exist, and Facebook and Twitter were rarely used for business. Magazines and newspapers flourished and face-to-face events reigned. On that foundation today's marketing leaders are challenged to think differently about the marketing mix. Read more »
Cynthia Clark | April 10, 2014
When was the last time you left your home or office without your mobile phone? And more importantly, did you continue on your way, or did you turn back to get your smart device? Read more »
Anna Papachristos | April 9, 2014
Once my family made the switch from AT&T to T-Mobile, we inevitably came upon some follow-up questions that did not arise during the sign-up process. Most are aware that T-Mobile offers to pay new customers' early termination fees (ETFs), and while this incentive was one of the primary factors that sealed the deal, we never fully absorbed the step-by-step details during our initial interaction. (I do believe it's nearly impossible to soak up all the information on the first try.) Read more »
Tom Hoffman | April 8, 2014
Think about the companies that you like best. What sets them apart? Do they make it easy for you to transact with them? I recently had a set of highly aggravating experiences with a bank that I use that left me shaking my head at the lack of thought that was put into its customer experience processes for enrolling in an electronic payment system. Read more »

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