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Guest Blogger: Harley Manning | October 10, 2014
Here's an objection I sometimes hear when I talk to people about how improving customer experience can boost business performance: "Sure, it sounds great for glam industries like automotive or fashion. But I sell widgets." Read more »
Judith Aquino | October 9, 2014
Keeping up with customer expectations and the speed of change are timeless challenges that retailers face but the answers or solutions to these challenges are more varied than ever, said Pat Bakey, general manager of global retail at SAP, at the company's Retail Forum in New York City this week. Read more »
Don Peppers | October 7, 2014
Most definitions of "customer experience" boil down to how a customer perceives all their various interactions with a product. And of course this only really makes sense when we try to view it from the customer's own point of view. The quality of a customer's experience with your product or service is whatever the customer says it is. Read more »
Don Peppers | October 7, 2014
Although everyone agrees that having a better customer experience should be good for a company, a lot of us worry about how to pay for improving it. Customer service does cost money, so the question is whether the cost of delivering a better experience is worth it or not? Will a better customer experience pay for itself? Read more »
Tom Hoffman | October 7, 2014
There are multiple ways that organizational leaders measure customer experience, including first contact resolution (FCR), customer satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES) to name a few. In observation of CX Day (#CXDay), a date that's celebrated by the CXPA to recognize great customer experiences and the professionals who make them possible, I thought I'd share a few observations - and predictions - as to how customer experience measurements will change in coming years and the factors behind Read more »
Mila D'Antonio | October 7, 2014
Creating the perfect customer experience is a challenge for many of us. In recent years, we've seen many customer experience blunders. J.C. Penney, for instance, stands out as one of the most well known when it overhauled its operations without asking many customers what they wanted. The company changed the layout of nearly every store, overwhelming and losing long-time customers resulting in a 25 percent sales loss in one year. Read more »
Mila D'Antonio | October 6, 2014
According to the Temkin Group's recent report, The State of Customer Experience Management, 2014, six out of 10 large companies want to be their industry's CX leader within three years. In many cases, customers who report having good experiences with companies are likely to recommend those brands to friends and buy from them again. Read more »
Judith Aquino | October 2, 2014
Real-time data is essential for optimizing a campaign, but is it overused? And what defines performance? Yesterday, executives from Time Inc., MSN Global Marketing at Microsoft, Mediahub and more tackled these questions in a panel discussion hosted by publishing company Purch as part of the networking marathon known as Advertising Week in New York City. Read more »
Anna Papachristos | October 1, 2014
Within the last few years, digital strategies have flipped traditional business models upside, emphasizing ambition and ability over company size and seniority. Thus, as organizations move beyond transactional interactions to build upon customer relationships, flexibility will be essential for enduring success. Read more »

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