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Guest Blogger: Kerry Bodine | December 28, 2012
A couple of months ago, I spoke at a conference in Las Vegas. Immediately before my talk, two advertising execs, one a professed quant geek and the other a "creative," spoke about how their agencies rely less on hunches these days and more on quantitative data to drive emotional relevance between their clients and consumers. "We can identify human emotions in massive rivers of data," the ad men said. When I pressed them for an example during the Q&A session, Read more »
Cynthia Clark | December 27, 2012
How many times have we walked out of a store having found everything we needed but somehow not completely satisfied with the experience? On these occasions, we leave feeling like something was missing but unable to exactly pinpoint what. Read more »
Anna Papachristos | December 26, 2012
Every Christmas, my mother complains because she has no idea what to get me. I haven't asked for a dollhouse in years, but I have yet to move into an apartment of my own, leaving her in gift-giving limbo because I don't quite fit into anything but the gift card demographic (and gift cards just aren't personal enough). She begs me to give her hints or ideas, but nothing comes to mind. Instead of clamoring for every must-have gadget and Read more »
Tom Hoffman | December 25, 2012
1to1 Media's Tom Hoffman speaks with Robert Willms, President and CEO of Optaros, about steps that retailers can take to strike a balance between the types of experiences that customers receive in a physical store and the expectations they might have when they use other channels. Read more »
Mila D'Antonio | December 24, 2012
As 2012 draws to a close, I have a few wishes for 2013 to ensure that we all have better customer experiences. Read more »
Guest Blogger: Paul Hagan | December 21, 2012
In the absence of a chief customer officer (CCO)--or even real buy-in from executives for expending time and resources on improving the customer experience--many customer experience leaders struggle to ignite the kind of culture change that re-focuses how executives and employees do things. I came across a Harvard Business Review article by Debra Meyerson called "Radical Change, The Quiet Way," from October 2001, which offered sage advice that applies to any customer experience leader. Read more »
Cynthia Clark | December 20, 2012
It's a few days before Christmas and that gift that we spent hours searching for before ordering online has still not arrived. In a panic, we call the retailer, who tells us they've shipped it, then contact the shipping company, which tells us they haven't received it, or worse, that they've already delivered it--to the wrong address. Read more »
Anna Papachristos | December 19, 2012
Though the "end of the world" looms, none of us will know whether the Mayan predictions hold true until Friday. But, even if Saturday comes and life continues as usual, there's no reason we shouldn't have a little fun as we fight our potential fate. For JELL-O, this means appeasing the Mayan gods with the "funnest" sacrifice--JELL-O Pudding. Read more »
Tom Hoffman | December 18, 2012
1to1 Media's Tom Hoffman catches up with Patrick Gibbons, Senior Vice President of Marketing at Walker Information, about the unique characteristics of BtoB customer relationships and steps that BtoB companies can take to develop effective customer strategies. Read more »
Cynthia Clark | December 13, 2012
Customer expectations for great service every time they interact with a company are increasing, mainly due to increased competition that's pushing organizations to outdo themselves in providing a fantastic customer experience. At a time when most companies are trying their best to differentiate themselves based on exceptional service, surprising customers is what makes organizations stick out from among their competitors. Read more »
Anna Papachristos | December 12, 2012
Santa sees you when you're sleeping, and he knows when you're awake, but the average Christmas song neglects to highlight this jolly old man's keen business sense. Just take a moment to evaluate St. Nick's behavior in Miracle on 34th Street and you will discover that under his white beard lies the face of an experienced customer service professional. Read more »
Tom Hoffman | December 11, 2012
1to1 Media's Tom Hoffman catches up with Dena Skrbina, Senior Director of Hosted Solutions Marketing at Nuance Communications about why it's so critical for companies to deliver consistent customer service experiences across channels and the business ramifications that are entailed. Read more »
Mila D'Antonio | December 10, 2012
We can expect it every year around this time: Video clips featured in the news of busy delivery men hoisting holiday packages over customers' fences or whipping them into theiryards, breaking the contents within.The news anchors, horrified at what they're witnessing, then discuss options to remedy this behavior. Read more »
Guest Blogger: Harley Manning | December 7, 2012
Recently I was on a panel about the impact of cultural change on customer experience. My fellow panelists included Meltem Uysaler, a senior vice president of customer experience for Citi; and Patricia John, the customer experience director for Europcar U.K. (a car rental agency). Read more »
Cynthia Clark | December 6, 2012
With the holidays approaching, retailers have stepped up their marketing efforts, hoping to entice as many people as possible to choose one or more of their products either for themselves or as a gift for a loved one. Apart from the beautifully decorated shop windows and holiday-centric television advertising, retailers have also increased their promotional mailings. And they haven't restricted this to emails. In the past weeks, my mailbox has been crammed with catalogs trying to guide me in my Read more »
Anna Papachristos | December 5, 2012
For most of my life, I've been considered a child in the eyes of the law. But, even though my ID now claims I'm older than I appear, there's no denying that the holiday season ignites the spark that brings my inner child back to life. Retailers can put every TV, tablet, and smartphone in the entire store on sale and I will still gravitate toward the toy aisle. Read more »
Tom Hoffman | December 4, 2012
1to1 Media's Tom Hoffman speaks with Eric Camulli, Vice President of Marketing at Virtual Hold Technology, about best practices for assisting customers who start down the path of self-service but may need assistance from a contact center agent to help them resolve their issues. Read more »
Mila D'Antonio | December 3, 2012
By now, most people have seen photos of the Michigan man who got a Mitt Romney tattoo emblazoned on his face. While the man reported last week that he now plans to remove the big red and blue "R", the decision to get inked with his nominee and presidential hopeful was fanatical. Read more »
Guest Blogger: Kerry Bodine | November 30, 2012
The right customer interactions, implemented the right way, don't just happen. Instead, they must be actively designed. This requires learning -- and then sticking to -- the steps in a human-centered design process. But this approach is not for the faint of heart. Read more »
Cynthia Clark | November 29, 2012
Most organizations are collecting huge amounts of customer data. However, having the information in hand isn't enough. These mountains of information also need to be measured and analyzed to give business leaders the needed insights on which to make their next decisions. Read more »
Anna Papachristos | November 28, 2012
Now that the housing market has begun to thaw, marketing opportunities are heating up. Because the average consumer spends an average of $6,000 to $7,000 during the moving process, marketers must take advantage of this prime opportunity to acquire and retain customers as they embark upon this transition. But, while the last few years saw houses sitting for months at a time, the average home now sells within 30 to 45 days, meaning marketers have a much smaller window of Read more »
Tom Hoffman | November 27, 2012
1to1 Media's Tom Hoffman speaks with Katy Keim, CMO at Lithium, about what companies often miss when it comes to understanding and contributing to the social customer experience and ways in which effective social engagement can help strengthen business results. Read more »
Mila D'Antonio | November 26, 2012
Like Thanksgiving and Black Friday, Cyber Monday has become an annual "holiday" for consumers who seek online sales in an effort to avoid crowded stores and to find better deals. Research from BIGinsight for the National Retail Federation estimates an even bigger turnout today compared to last year, with an estimated 129.2 million Americans shopping online, compared to 122.8 million this time last year. Read more »
Anna Papachristos | November 21, 2012
Hand-shaped turkeys and pilgrim hats have all but faded from our holiday season preparations. They say tomorrow is Thanksgiving, but the commercials on TV and the catalogues in my mailbox tell me that companies and consumers are more interested in what they want than what they have. We usher in the holiday season with one day dedicated to counting our blessings, yet we bookend this day of appreciation with nothing but selfishness and greed. Read more »
Cynthia Clark | November 21, 2012
Everyone likes getting a good deal. However, snagging a highly reduced item doesn't mean that customers don't still expect great service and sales shouldn't be used as an excuse by retailers to deliver less than optimal customer service. Retailers have been gearing up for months for one of the busiest shopping days of the year--Black Friday. Many have increased their staffing levels, invested in advertising, and made sure that they have enough stock to cater for increased demand. Read more »
Tom Hoffman | November 20, 2012
1to1 Media's Tom Hoffman speaks with Larry Freed, President & CEO at ForeSee, about the value of benchmarking the customer experience against industry competitors as well as best-in-class companies in other industries Read more »
Mila D'Antonio | November 19, 2012
Crunched for time, short on cash flow, and often understaffed, small business owners in the past have largely ignored social media channels as a way to market their business and engage customers. In fact, in August of last year, eMarketer polled 304 small business decision-makers, and 64 percent of them said social media was either unnecessary or something about which they didn't have an opinion. Read more »
Cynthia Clark | November 15, 2012
Trust is very important in relationships, including those between a company and its customers. Unless customers trust a brand, they are more likely to leave for the competition if a better offer comes along or even just to try something different. Read more »
Tom Hoffman | November 14, 2012
Company leaders sometimes think they know what's best for their customers without really attempting to understand the customer's point of view. Companies that take this kind of an approach risk falling prey to their competitors or emerging companies that have adopted more of a customer centric or outside-in approach. Read more »
Anna Papachristos | November 14, 2012
When expecting the worst, companies must prepare their best. Though we may have no control over the weather, technology allows us to predict when storms are headed our way, and preparation helps companies maintain service standards when customers need them the most. Here, Paul Logan, president and chief executive officer of Contact Solutions, speaks with 1to1 Media to provide tips on how contact centers can brace for impact and weather the storm successfully: Read more »
Tom Hoffman | November 13, 2012
One of the most interesting aspects of an organization's contact center is that it not only provides customers with assistance when it's operating effectively, it also benefits the company in many other ways. It's a hub of continuous customer feedback - feedback that company leaders can and should use to improve customer-facing operations and even internal processes to help make the business operate more effectively and deliver better customer experiences. Read more »
Mila D'Antonio | November 12, 2012
Transformative leaders are obsessed with innovation, employee culture, and customer-centric strategies--they put the company culture and customers before anything else. True innovation, however, not only requires having a vision for change, but also the tools and solutions integration to enable it. Read more »
Guest Blogger: Adele Sage | November 9, 2012
You just bought something at your favorite store. You walk out with a skip in your step thinking about when you might wear this new purchase. You give into your compulsion to check your email on your smartphone, and there, waiting for you, is a survey from that very company asking about your experience. You groan, but you click on the link. The survey isn't formatted for your phone, so you have to pinch to zoom in and out. You Read more »
Cynthia Clark | November 8, 2012
Hurricane Sandy has come and gone, leaving behind it a path of destruction to some of the most populated areas in the United States. As life starts getting back to normal for millions of people on the East Coast, organizations are takings stock of the situation and looking at what they could have done better. Some companies have taken the opportunity to reach out to their customers to offer help. AT&T, for example, is offering people who are still without Read more »
Anna Papachristos | November 7, 2012
Though natural disasters can leave the population feeling powerless, weak in our inability to control the elements, we continue to sustain our resolve, standing together stronger than ever. While Hurricane Sandy devastated millions of Americans on the east coast, ravaging communities up and down the seaboard, we have weathered the storm hand-in-hand, leveraging our ability to communicate as the prime tool for preventing harm and aiding victims promptly and proactively. Read more »
Tom Hoffman | November 6, 2012
1to1 Media's Tom Hoffman speaks with Mariann McDonagh, Chief Marketing Officer at inContact, about opportunities for positioning customer service as a competitive differentiator and steps that organizations can take to brand customer service. Read more »
Mila D'Antonio | November 5, 2012
When engaging in social media, "likes" don't always equal loyalty. Many companies have come to realize that true customer loyalty and engagement takes more than sending promotions to solicit "likes." Read more »
Guest Blogger: Kerry Bodine | November 2, 2012
In the dozens of conversations I have each week with companies charting their paths to a better customer experience, the role of employees often comes up. We talk about the importance of employee empowerment, and how critical it is that employees feel free to make decisions that are right for customers. We discuss tactics like hiring, socialization, and rewards that can help organizations build corporate cultures that reinforce customer-centric attitudes and behaviors. Read more »
Cynthia Clark | November 1, 2012
Breaking down silos and bringing information from different departments together is increasingly becoming a priority for organizations that are trying to make the most of their resources. Bringing formerly-siloed information together is especially important for those organizations that want to improve the experience they deliver to their customers. Unfortunately, this can be less than optimal if different departments are working on their own and have no cognizance into what others are doing. Read more »
Anna Papachristos | October 31, 2012
With Election Day less than one week away, citizens all across the nation are doing their best to familiarize themselves with the issues and determine where the candidates truly stand. For much of America, jobs are the most important talking point on the agenda, and for the National Retail Federation (NRF), this means helping the 42 million retail workers across the country stay informed on the topics that pertain to their livelihood. Read more »
Tom Hoffman | October 30, 2012
Early Monday afternoon, as Hurricane Sandy was barreling toward the Northeast U.S., my family and I received a robo call at our home from Allstate noting how policy holders like us could access information about hurricane preparations on allstate.com. I also received a similar email from our insurance agent which offered guidelines on preparing our property, creating an emergency supply kit, taking an inventory of our valuables, and tips for storing policy information should we need to file a claim Read more »
Mila D'Antonio | October 29, 2012
As Hurricane Sandy barrels down from Maryland to Maine today, threatening 50 million people and leaving widespread damage in its massive wake, another less obvious threat looms: how to ensure that your customer service team remains available and functional in the face of disaster. Read more »
Guest Blogger: Adele Sage | October 26, 2012
I'm about to start a gut renovation of my kitchen, which, of course, is an incredibly stressful -- not to mention expensive - project. For cabinets, we got a recommendation for a designer at a local cabinet store. We met with her, got some great ideas, and went home to wait for the quote. Read more »
Cynthia Clark | October 25, 2012
Social media has revolutionized the way we communicate and is providing organizations a new way to interact with their customers and foster relationships. And customers themselves are leveraging social media to get the answers they need from the brands they do business with quicker and also magnify their voice. According to Jasdev Dhaliwal, head of communities for global social media and online engagement at AVG, 17 percent of Americans have used social media for their customer service needs at least Read more »
Anna Papachristos | October 24, 2012
For smaller companies, superior service often becomes their ticket to success. For Fidelity Communications, a high-speed Internet, phone, and cable TV provider based in Missouri, transforming their contact center became the way to satisfy customers and engage call center agents across multiple states, thereby cutting costs, decreasing hold time, and building loyal relationships in an industry overshadowed by big business. Read more »
Tom Hoffman | October 23, 2012
1to1 Media's Tom Hoffman catches up with Paul Jarman, CEO at inContact, about the trends that are shaping customer service, including rising customer expectations and the need for companies to become more agile and responsive in meeting the needs and preferences of their customers, and how these factors are influencing the requirements for running the contact center of the future. Read more »
Mila D'Antonio | October 22, 2012
Henry Kissinger said, "The task of the leader is to get his people from where they are to where they have not been." This year's 1to1 Customer Champions are doing just that. Their enthusiasm to improve the customer experience, and their willingness to try new tactics for organizational adoption, underscores why they were chosen as exemplary leaders who drive their companies' customer experience forward. Read more »
Guest Blogger: Paul Hagan | October 19, 2012
Over the past several months, I've been leading a number of Customer Experience Ecosystem workshops, in which a cross-functional group of employees spend the first part of the day empathizing with customers and walking in their shoes while "mapping the customer journey." Read more »
Cynthia Clark | October 18, 2012
Customers expect great service all the time but great customer service shines through mainly when something goes wrong. And despite their best attempts, organizations will face circumstances when their customers are unhappy with their experience. Read more »
Anna Papachristos | October 17, 2012
When consumers encounter poor mobile phone service, most tend to shake their device in hope of regaining reception. But, when consumers receive poor customer service, shaking a live agent is simply out of the question (and physically impossible, too). With expectations high, customers look for service that solves their problem in a timely, efficient fashion. No matter the channel--email, social, phone, or Web--customer service has become the key driver behind customer satisfaction at all stages of the consumer lifecycle. Read more »
Tom Hoffman | October 16, 2012
Customer centricity is often associated with steps that companies in the private sector can take to build closer relationships with their customers and to deliver products, services, and experiences that are designed with the customer in mind. But customer centricity doesn't just apply to the business world. As a Peppers & Rogers Group white paper points out, a growing number of governments, associations, and non-profits around the world are adopting best practices from the business community and designing citizen-centric offerings Read more »
Mila D'Antonio | October 15, 2012
In a world that's ever-more reliable on data, some proposed policies in front of Congress threaten to hamper companies' customer-experience efforts. If Congress passes some of the proposed data privacy bills, personalization in marketing and one-to-one communications will deteriorate. Read more »
Mila D'Antonio | October 15, 2012
The new reality of marketing is one in which consumers expect a sophisticated level of personalization in their communications, offers, and interactions with companies. Today, at DMA2012 in Las Vegas, thought leaders from all aspects of the direct marketing industry will converge to discuss and share best practices about how to help organizations move forward on the path toward integrated, one-to-one communications. Read more »
Guest Blogger: Harley Manning | October 12, 2012
Last week I got a question via email from one of Forrester's clients, who asked: "How do you explain the success of companies that consistently provide a poor experience but perform well financially?" Read more »
Tom Hoffman | October 11, 2012
Many companies strive to provide great customer service. However, few companies deliver the kind of customer service that makes an emotional connection with customers - the kind of connection that fosters loyalty and willingness if not an eagerness among customers to recommend a company to a friend. Read more »
Cynthia Clark | October 11, 2012
Bridging silos and bringing together data that's hosted in different repositories is a priority for many organizations which want better visibility into their customer data, allowing them to gain better insights on which to base business decisions. Read more »
Anna Papachristos | October 10, 2012
Over the weekend, Mercedes-Benz UK test-drove the first-ever TV-to-Twitter crossover, putting The X Factor viewers behind the metaphorical wheel. To promote their 2013 A-Class line, Mercedes created a 3-part series of commercial advertisements, encouraging viewers to tweet using the #YOUDRIVE hashtag. Read more »
Tom Hoffman | October 9, 2012
1to1 Media's Tom Hoffman speaks with David Petersen, CEO of Sense Networks, about different ways that companies can use analytics to better understand the mobile customer and how customers are using mobile devices as part of their multichannel journeys. Read more »
Mila D'Antonio | October 8, 2012
From supermarket checkout to supply chain tracking, the barcode is a universal tool that has impacted businesses in so many ways. Yesterday, the barcode turned 60 yet its versatility today ranges from accessing patient data to enabling electronic boarding passes, and is found on everything from marketing communications for delivery of relevant messaging to product packaging to capture warranty information. The range of use shows how far it has come from its humble beginnings on packs of Wrigley's gum in Read more »
Guest Blogger: Kerry Bodine | October 5, 2012
This summer I vacationed in Redwoods National Park on the northern coast of California. Each day, my husband and I enjoyed peaceful hikes among the awe-inspiring trees that towered several hundred feet above us. But one thing caught me off guard: Far more often than I had anticipated, we encountered redwoods ripped from their roots, sprawled horizontally across the forest floor. Most had taken several other trees down with them. At first, I lamented the fate of each of these Read more »
Cynthia Clark | October 4, 2012
In today's online-heavy world, one-to-one interactions between customers and the brands they do business with are becoming less frequent. This is one of the reasons why organizations need to make sure to not only satisfy customers during these dealings, but exceed their expectations. Read more »
Anna Papachristos | October 3, 2012
Human beings and various other species within the animal kingdom qualify as social beings because we intermingle with other members of our kind. But, as technology continues to advance, we're beginning to see how the different devices in our lives interact with one another as well. However, as the electronic world begins to merge, customer service providers are finding it harder than ever to supply sufficient, reliable support. Read more »
Tom Hoffman | October 2, 2012
In recognition of Customer Service Week, 1to1 Media's Tom Hoffman speaks with Frank Paterno, Vice President of Marketing at Intelliverse, about different ways that companies can take advantage of cloud-based contact center services. This includes best practices for making it easy for customers to use self-service tools. Read more »
Mila D'Antonio | October 1, 2012
"Businesses absolutely devoted to service will have only one worry about profits. They will be embarrassingly large." This quote from Henry Ford rings true this week as the 24th annual Customer Service Week kicks off today. Read more »
Guest Blogger: Adele Sage | September 28, 2012
Many of the conversations I have with clients about voice of the customer programs center on ways the programs can improve and best practices they can adopt. What I think is really underlying these discussions, though, is the question, "How does my program compare to all the others that are out there?" Or, more succinctly, "How am I doing?" Read more »
Cynthia Clark | September 27, 2012
Change is good. But when it comes to making a change to a recognized element within an organization, business leaders need a sound strategy that ensures consistency. According to Eric Courville, director of marketing at North Plains Systems, changing a company logo isn't something that should be taken lightly. "It's the essence of what the company is," he says. Read more »
Anna Papachristos | September 26, 2012
Many people neglect to realize that today's technological takeover has been in progress for decades. From the very first light bulb, to the invention of the Internet, these creations are the fuel that has propelled us into the present. We only notice technology's rapid evolution now because today's constant experimentation highlights how far our society has come in such a short amount of time. Read more »
Tom Hoffman | September 25, 2012
Sometimes it seems as if customers are moving at lightning speed. Given the many channels customers use and the dexterity with which they move from one channel to the next, it's becoming increasingly difficult for companies to keep pace with their customers, much less anticipate their needs. These are just a few of the requirements facing companies as they look ahead to how they will need to meet customers' service expectations in the future. Read more »
Mila D'Antonio | September 24, 2012
With bankruptcies, corporate scandal, accounting irregularities, and gaps in corporate governance making daily headlines, it's no wonder that public trust in companies has diminished. Read more »
Guest Blogger: Harley Manning | September 21, 2012
Whenever I talk about the business impact of customer experience, there's one thing that always grabs people's attention. It's an analysis done by Jon Picoult of Watermark Consulting, who took five years of data from Forrester's Customer Experience Index and constructed two model portfolios. One is a portfolio of the top 10 publicly traded companies in the index (customer experience leaders) and one is a portfolio of the bottom ten publicly traded companies in the index (customer experience laggards). Read more »
Cynthia Clark | September 20, 2012
Customer reviews have become an integral part of the shopping experience, aiding prospects in their search for their next product. In fact, 72 percent of customers who took part in this year's Local Consumer Review Survey said that they trust online reviews as much as personal recommendations. Read more »
Anna Papachristos | September 19, 2012
No matter how popular online shopping may become, brick and mortar stores offer an irreplaceable experience (and the ability to try clothes on sans shipping and handling). But if store managers and employees were to put themselves in the customer's shoes, they might realize there are some minor, yet imperative, aspects of the in-store experience that go overlooked. They, too, are customers after all. Judging from personal experience, these factors can, and typically do, have a negative impact on purchase Read more »
Tom Hoffman | September 18, 2012
1to1 Media's Tom Hoffman speaks with Karine Del Moro, Senior Director at Confirmit, about best practices for drawing upon employee feedback to help improve the customer experience. Read more »
Mila D'Antonio | September 17, 2012
This week marks the start of the official 2012 TV season where networks will introduce a bevy of new comedies and dramas with the hope of attracting the magic number of viewers sufficient enough to get the green light on a second season. Read more »
Guest Blogger: Vanessa Saulsberry | September 17, 2012
Six years into my current job, and I've tackled my share of projects; some wildly successful, and others failed miserably. There's one thing I can tell you unequivocally: You can't bring about change haphazardly. Read more »
Guest Blogger: Kerry Bodine | September 14, 2012
Henry Ford famously quipped that if he had asked customers what they wanted, they would have said, "A faster horse." It's a well trod line, one that's guaranteed to receive nods and chuckles in any business meeting. We can all relate. After all, nothing's really changed since Ford's time. Customers today still can't tell us exactly what they want, or imagine products and services that don't currently exist. No one in 2009, for example, was screaming for a computer that Read more »
Cynthia Clark | September 13, 2012
A happy and engaged workforce is a fundamental element in business success and forward-thinking business leaders are striving to gain and retain high levels of employee engagement. Not only are engaged employees more likely to work harder, ultimately having a positive impact on the customer experience, but it's human nature for customers to want to do business with a brand that is evidently treating its employees right. Read more »
Anna Papachristos | September 12, 2012
Because of the recession, the average consumer has become increasingly pocket conscious. Since 2008, couponing has seen a 27 percent increase, and with the proliferation of social channels, many brands are beginning to transition their offers from print to digital. While coupons were once pieces of paper clipped from inserts in the weekend paper, connected consumers can print offers online and access coupons on their smartphones, erasing scissors from the equation and putting social media at the center instead. Read more »
Tom Hoffman | September 11, 2012
One of the most intriguing aspects of the U.S. presidential election is that there are so many different ways to spin the numbers on voter sentiment and voting blocs. How will Mitt Romney and President Obama fare with voters from military families and veterans or union workers? In a unique twist, the customer experience experts at Temkin Group have placed the presidential race under a different lens - how likely are consumers to recommend the candidates to their friends and Read more »
Mila D'Antonio | September 10, 2012
The term "showrooming" is gaining increasing popularity lately as more consumers visit bricks and mortar stores to view and test products only to buy them at a deeper discount online. Read more »
Guest Blogger: Kerry Bodine | September 7, 2012
Digital touchpoints like websites, mobile phones, and tablets can drive revenue, lower costs, build brands, and engender customer loyalty. This shouldn't be new news to anyone reading this. But to achieve these potential benefits, you need to deliver digital interactions that meet your customers' needs in easy and enjoyable ways. That isn't as easy as it sounds. Companies struggle on a daily basis to identify what digital experience improvements they need to make -- and, once that's nailed down, how Read more »
Cynthia Clark | September 5, 2012
Social media is offering new ways for organizations not only to reach out to their customers, but also to allow these clients to promote their favorite brands among their social networks. A number of organizations are finding innovative ways to engage with their customers while at the same time promoting themselves over social channels. Read more »
Anna Papachristos | September 5, 2012
Where "value" once referred to one's personal beliefs, the word now belongs to your burger and fries. Brands continue to take advantage of the word, diminishing its worth in an attempt to attract patronage. But for Abercrombie & Fitch (A&F), "value" means serving up shoddy products alongside their "better than you" attitude at a price you just can't afford. Read more »
Tom Hoffman | September 4, 2012
Over the Labor Day weekend, I read an article in Mediabistro which states that up to half of the workforce for Fortune 100 companies by 2020 could be freelance, contract, or temporary workers. As the Mediabistro article points out, gains in temporary hiring have historically preceded any upticks in full-time hiring. But in the current economy, full-time employment hasn't picked up any momentum. The topic got me to thinking more broadly about the type of skills and mixes of worker Read more »
Guest Blogger: Harley Manning | August 31, 2012
Have you ever been caught in this cross-fire? Marketing Manager: "Net Promoter Score is the one number we need to grow!" Customer Intelligence Manager: "Nonsense! 'Satisfaction' predicts customer loyalty better than 'likelihood to recommend' - it says so in the wonky business journals I read!" Marketing Manager: "You don't understand how business works!" Read more »
Cynthia Clark | August 30, 2012
Mobile phones seem to be taking over the world. We're rarely more than a few feet away from our phones and many times they're tucked safely in our pockets or bags. Most of us panic whenever we notice our phone is missing and will inconvenience ourselves to go back and pick it up. Read more »
Anna Papachristos | August 29, 2012
Email has become an increasingly popular marketing channel. Yet, while it has the propensity to reach many, email communication has the tendency to lack that personal touch we all prefer. Earlier this month, we took a look at how marketers in the space are using email to expand their reach and connect with customers in relevant, meaningful ways so as to cultivate relationships instead of stopping them dead in their tracks. Read more »
Mila D'Antonio | August 27, 2012
There are so many mediums and channels that marketers can leverage today to engage their customers, but one remains strong through it all--email. Read more »
Guest Blogger: Kerry Bodine | August 24, 2012
No matter how solid your strategy is or how carefully you design your customer experience, it's simply impossible to plan for every single customer interaction at every last touchpoint. At some point, you need to put your trust in your company's most valuable resource--its employees, to do the right thing for customers. Similarly, sharing customer insights, measuring the results of your work, and introducing customer experience governance programs will only get you so far if your company's workforce--from your top Read more »
Cynthia Clark | August 23, 2012
Word-of-mouth is important in business, and perhaps even more in the health sector where people tend to value the opinion of their friends and family and ask for advice before choosing the medical professional who will help them with their health needs. The Internet has continued to push the envelope, making reviews available to all, and thus easier for individuals to do their research before visiting a health clinic or making an appointment with a medical professional. This new trend Read more »
Anna Papachristos | August 22, 2012
With all the channels cable and satellite TV companies provide, we still find ourselves desperately searching for something to watch. But when it comes to the number of communication channels available today, there always seems to be something going on. Read more »
Tom Hoffman | August 21, 2012
One of the hallmarks of customer centricity is making it easier for customers to do business with a company. One company that's taken a step in the right direction in this regard is Wal-Mart. This week, the retail giant announced that it has expanded its Christmas layaway program, extending the amount of time that customers have to pay for certain products under its interest-free program by an additional 30 days. In addition, Wal-Mart also expanded the categories available for layaway Read more »
Mila D'Antonio | August 20, 2012
Customer experience is no longer a "nice to have," it's a "must have." But marketers' customer engagement efforts are constantly challenged due to constant pressures to deliver a consistent and relevant customer experience across all channels. With the continuous explosion of data threatening to hamper marketers' customer experience efforts, as well as emerging social and mobile channels, organizations are frustrated with how and where to drive customer engagement throughout customers' lifecycle. Read more »
Guest Blogger: Kerry Bodine | August 17, 2012
At its core, customer experience management comes down to governance. But what is governance, really? You've probably got a hundred different governance processes in your organization, none of them exactly the same. The word "governance" may stir up images of executives in closed-door meetings talking about compliance. And yes, teams of senior decision makers are an important component of governance practices at many organizations. But customer experience governance isn't about a committee that hands out edicts from on high. And Read more »
Cynthia Clark | August 16, 2012
What do Zooey Deschanel, Samuel L. Jackson, John Malkovich, and Martin Scorsese have in common? They all talk to Apple's Siri as if she's a human being, someone who understands what they need. And, in Apple's advertisements, Siri answers back, helping Deschanel order tomato soup on a rainy day, tells Jackson where he can find organic mushrooms for a homemade date night dinner, shares a joke with Malkovich, and even elicits a compliment from Scorsese after helping him reschedule his Read more »
Anna Papachristos | August 15, 2012
When it rains, it pours. But when that rain happens to break your basement window, pouring in during not one, but two, torrential storms, it also floods. Read more »
Tom Hoffman | August 14, 2012
My 15 year old son is a bit of a clothes hound. He's constantly searching websites for deals on shoes, shirts, pants, etc. He's pretty good at finding bargains online. A few weeks ago, he came across a special on Blink-182 shirts as he's a big fan of the band. The offer was two shirts for $20. The price didn't include shipping, which turned out to be the bane of my son's shopping experience. Read more »
Guest Blogger: Harley Manning | August 13, 2012
Recently we've seen a lot of interest in the emotional aspects of customer experience by some of the smartest practitioners we know--chief customer officers. There's a reason for this. Recent advances in the behavioral sciences now give us a better understanding of how people make decisions, experience pain and pleasure, and recall their experiences. Read more »
Mila D'Antonio | August 13, 2012
When Professor John Henry Pepper, of the Polytechnic Institute in London demonstrated the Pepper's Ghost "hologram" demonstration back in 1862, he probably never imagined that someday his illusionist experimentation would propel customer service into the future 150 years later. Read more »
Cynthia Clark | August 9, 2012
Choice is great, but sometimes it can also be overwhelming. And since customers want to make the right choice before spending their hard-earned cash, they often seek advice. In an increasingly online world, customers have even more choices. Not only is it easy to switch from one online retailer to another to find what you're looking for, but e-commerce sites are providing even more choices. Read more »
Anna Papachristos | August 8, 2012
Thanks to the emails that flood my inbox during the wee hours of the morning, I no longer need to set an alarm. The vibrations coming from my desk drawer across the room are enough to make me emerge from my cocoon. But when I whip out my smartphone to find nothing but bothersome advertisements, the swipe and delete feature clears the clutter and allows me to proceed with my day. For marketers, however, their "jump the gun" attitude has Read more »
Tom Hoffman | August 7, 2012
1to1 Media's Tom Hoffman speaks with John O'Hara, President of Pitney Bowes Software Solutions, about the opportunities and challenges for achieving a thorough understanding of customers, including insight into customers' needs, behaviors, preferences, channel usage, experiences, and potential value. Read more »
Guest Blogger: Kerry Bodine | August 6, 2012
Despite the fact that measurement is deeply embedded in business functions like finance and IT, companies still struggle with measurement when it comes to customer experience. In fact, I was chatting to a seasoned executive next to me on a plane a few weeks back, and he said, "This customer experience stuff is so important. But you can't really measure it, right?" Wrong! Customer experience can be measured - you just have to know how. Read more »
Cynthia Clark | August 2, 2012
Organizations that are providing scripts for their customer-facing employees need to keep one thing in mind: Customers are very savvy in recognizing a scripted interaction and don't always like it. Read more »
Anna Papachristos | August 1, 2012
Loyalty can take time to develop, but for Mani Rewards, building a solid foundation meant integrating loyalty components from the start. Launched earlier this year, Mani Rewards partners with publishers across the Web to reward users for everyday behaviors. Read more »
Tom Hoffman | July 31, 2012
There's an interesting discussion going on among contact center professionals on a LinkedIn group based on the following question: "Which of the following technologies do you believe will have the most impact on customer service within the next 5 years?" The choices include: • Mobile Customer Service Apps • Virtual Agents • Video • Agent Desktop Technology Read more »
Guest Blogger: Kerry Bodine | July 30, 2012
The discipline of design remains largely misunderstood in the business world. Let me dispel a couple of myths for you: Design isn't simply about picking the right shade of blue for the company logo. And it's not solely the domain of black-turtleneck-wearing creative types. Read more »
Mila D'Antonio | July 30, 2012
Loyalty programs have been in the spotlight lately. In the past, companies treated their rewards programs as an afterthought, offering one-dimensional rewards, communicating with members via a single channel, and failing to collect data from these valuable pools teeming with information about customers' needs and values. Read more »
Guest Blogger: Vanessa Saulsberry | July 27, 2012
I love candy! But I love superior customer service even better. Last month, I was preparing for a visit from my aunt and cousin who live in Michigan. They were coming in for my graduation ceremony, and this would be their very first visit since I moved to Connecticut four years ago. I cleaned up the basement and threw away half of its contents; this was where my aunt and cousin would stay. I knew they couldn't sleep on a Read more »
Cynthia Clark | July 26, 2012
In today's smartphone-driven world, organizations are constantly bombarding us with new apps that promise to make our lives easier and better. Just this morning, for example, I made a hairdresser's appointment through an iPhone app, even before I had got out of bed. Read more »
Anna Papachristos | July 25, 2012
QR codes are everywhere. They're on direct mail flyers and they're on posters at the mall. There's even a tiny one on my mouthwash. Yet, while these codes keep popping up like dandelions, there must be a point where companies draw the line. Read more »
Tom Hoffman | July 24, 2012
I've written before about my experiences as a Nissan customer, most of which have been positive. However, I recently had a less-than-stellar experience with Nissan that I'd also like to share, one that ultimately had a favorable outcome. Read more »
Guest Blogger: Kerry Bodine | July 23, 2012
Right now, companies around the world are barreling down a perilous path -- one that isn't illuminated by customer insights. These companies might think they know what their customers want, but Forrester's research shows that most companies today have an incomplete--or worse, downright wrong--understanding of who their customers are, how they perceive the current interactions, and what they want and need in the future. Read more »
Mila D'Antonio | July 23, 2012
The 2010 Winter Olympics in Vancouver represented early days for streaming video and mobile. In fact, Steve Jobs unveiled the iPad only a couple weeks prior to the start of the 2010 Games. Read more »
Elizabeth Glagowski | July 20, 2012
Politics aside, those of us who advocate Extreme Trust and customer centricity should give three cheers for the Consumer Financial Protection Bureau. Finally there's a way to punish companies that treat customers with complete disregard and disrespect. This week it was announced that the CFPB levied a $210 million fine on financial services firm Capital One for deceiving customers about credit card products and fees. The company was solely interested in making a quick buck, and got called out for Read more »
Cynthia Clark | July 19, 2012
Organizations that take the time to engage in one-on-one interactions with their customers are standing out among their competitors. And yet, not all business leaders are investing in such interactions, allowing their companies to really have a two-way conversation with their customers. Read more »
Anna Papachristos | July 18, 2012
Retail stores have the opportunity to engage customers both online and in-store. Because customers no longer have to leave their homes to shop, retailers have the ability to engage customers and develop relationships across numerous channels. However, many retailers haven't yet fully embraced the resources available. Read more »
Tom Hoffman | July 17, 2012
Retail sales across the U.S. fell for the third consecutive month in June as weak employment growth and stagnant wages appear to be restricting spending among many American consumers, according to a report from the U.S. Commerce Department. The data is troubling since it suggests that consumer spending, which drives about two-thirds of the U.S. economy, is also weakening, according to Reuters. And while there's no panacea for unstable consumer spending, retailers and other companies can strengthen sales by analyzing Read more »
Guest Blogger: Kerry Bodine | July 16, 2012
Great customer experiences are the result of countless deliberate decisions made by every single person in your organization on a daily basis. To align those decisions, employees and partners need a shared vision: a customer experience strategy. Read more »
Cynthia Clark | July 12, 2012
Customers want relevant messaging that's targeted directly to them. And yet, despite being well aware of this, a number of companies fail to make the effort to communicate with their customers in a truly personalized manner. Read more »
Anna Papachristos | July 11, 2012
You can estimate a restaurant's popularity by the line of people waiting for a table during the Sunday brunch rush, and when it comes to Sylvester's Restaurant in Northampton, MA, the proof is in the potatoes. But, no matter one's reputation for superior service and fantastic food, the occasional mishap is unavoidable. Read more »
Tom Hoffman | July 10, 2012
A couple of months ago, I wrote a blog about plans by Verizon and AT&T to introduce family data sharing plans. As part of the blog, I complained that customers didn't want to have to keep track of monthly data usage by their family members. Read more »
Guest Blogger: Harley Manning | July 9, 2012
The Supreme Court decision upholding virtually all of the Patient Protection and Affordable Care Act (a.k.a., "Obamacare") shifted a balance for customer experience professionals in the healthcare industry. Now they, and the executives they report to, know that it's more risky to do nothing than to respond by taking action. Read more »
Mila D'Antonio | July 9, 2012
Customers today have numerous opportunities to interact with brands at a variety of touchpoints. Therefore it's critical for companies to leverage such opportunities to engage with customers and build an emotional connection. A growing number of companies are realizing that engagement goes beyond just listening to customers across multiple channels, but also empowering them to advocate for their brands--both through online and offline. Read more »
Elizabeth Glagowski | July 6, 2012
We at 1to1 Media and Peppers & Rogers Group have always advocated that acting in the best interests of your customers is sound business strategy. Not only is it the right thing to do, it can positively impact a company's bottom line. The point was proven yet again this week with the release of a report from the CFI Group that ties customer satisfaction scores to higher-than-average stock prices. Read more »
Cynthia Clark | July 5, 2012
How many times have you sighed with exasperation when you contact a company and end up spiraling down an IVR hole? I, for one, have done so many times and often catch myself desperately pressing random numbers on my phone in the hope that I get connected with a human being. By the time that I do reach someone who's able to help me, I'm normally so irritated that the issue I had--mostly something that should be easily resolved--seems like Read more »
Anna Papachristos | July 4, 2012
"Survival of the fittest" implies that only the strong succeed. But in today's consumer-driven world, companies must develop a blend of strength and intelligence that allows them to rise above their competitors. Low prices and a wide selection of products and services may seem like worthwhile incentives, but rampant comparative shopping makes customer service the only true differentiator in a world drowning in choice. Read more »
Tom Hoffman | July 3, 2012
There's been no shortage of discussion lately about how challenging it is to be a CMO. Among the issues faced by CMOs is the ability to effectively manage marketing efforts across various channels that companies use to interact with customers. Siloed channel data makes it particularly tough for CMOs and other decision-makers to gain a complete view of customers and their behaviors across different channels as well as their transactions, preferences, and potential needs. The desire among CMOs and other Read more »
Mila D'Antonio | July 2, 2012
Engaging with customers is easier today yet difficult too. There are more channels than ever before through which to reach prospects and customers, yet more mediums to communicate mean more confusion and more projects to manage. Read more »
Elizabeth Glagowski | June 29, 2012
This week I had the opportunity to attend the Forrester Customer Experience Forum in New York. Judging from the number of senior-level attendees, it seems that customer experience has elevated into a strategic priority for the top management. A strong theme I noticed was the importance of cross-channel customer understanding and delivering a consistent experience through the new interaction channels. Read more »
Cynthia Clark | June 28, 2012
A great product is no longer serving as a differentiator for companies. Customers have come to expect great products and services and are making purchase decisions based on the experience that organizations deliver. Read more »
Anna Papachristos | June 27, 2012
We spend too much time looking at screens. We bounce from our phones, to our computers, to our televisions, absorbing commercials, tweets, and status updates ad infinitum. "Windows" have taken on an entirely new meaning. This overwhelming flood of information keeps us glued to these rectangular boxes day in and day out. Read more »
Tom Hoffman | June 26, 2012
1to1 Media's Tom Hoffman speaks with James Norwood, CMO at KANA Software, about different ways to improve web customer service, including self-service capabilities, as well as common mistakes to avoid. Read more »
Guest Blogger: Kerry Bodine | June 25, 2012
Today at Forrester's Customer Experience Forum in NYC, I'll be running a workshop to introduce our clients to design thinking. What is design thinking? It's an approach and a process that you can use to improve and innovate customer interactions across all of you digital and physical touchpoints. Read more »
Mila D'Antonio | June 25, 2012
In 2011, people created 1.8 zettabytes of data and all this data is doubling every two years. This continuous data explosion creates a Big Data conundrum for information and marketing executives who are dealing with finding ways to best analyze, aggregate, and leverage customers' data across the enterprise. Read more »
Elizabeth Glagowski | June 22, 2012
It was the best of summer, it was the worst of summer. Two ice cream stands, with similar clientele and products, take two divergent paths to serving customers. Read more »
Tom Hoffman | June 21, 2012
As companies strive to remain competitive in today's fast-paced global markets, some of the best ideas for new product innovation are coming from customers around the world. Read more »
Cynthia Clark | June 21, 2012
Social media has revolutionized the way customers learn about the organizations they do business with. In fact customers are becoming more likely to trust the recommendations of strangers rather than brand adverts. How often do you research a company online before making a purchase? I do it constantly and the proliferation of smartphones is only making this quest for pre-purchase information easier. This means that organizations are under increased pressure to deliver optimal service to each and every customer. Read more »
Guest Blogger: Curtis Bingham | June 20, 2012
Customer crises strike without warning, and the chief customer officer must act swiftly and decisively to begin rebuilding damaged customer relationships. Over my years of experience working with scores of chief customer officers, I've found three steps that are crucial in successfully managing any crisis: Read more »
Anna Papachristos | June 20, 2012
The Dalai Lama tweets his words of wisdom each day, inspiring followers to become better people in 140 characters or less. But just the other day, His Holiness tweeted one bit of advice that really struck a cord: "If you conduct your life on the basis of truth and honesty, it gives you a sense of satisfaction and self-confidence." Read more »
Tom Hoffman | June 19, 2012
1to1 Media's Tom Hoffman speaks with Michael Housman, managing director of analytics at Evolv, about best practices for using Big Data to improve the performance and responsiveness of the contact center. Read more »
Guest Blogger: Harley Manning | June 18, 2012
Customers today have more choices than ever. Not only that, they have more information about those choices than ever before. And they can get that information anytime, anywhere, on whatever device they happen to be using at the moment. These changes have collectively put customers in the driver's seat. Read more »
Mila D'Antonio | June 18, 2012
Right about the time I started in the CRM/customer strategy space about 12 years ago, a new term was coined. "Customer Experience Management" emerged as the new mantra for every organization, as well as a movement to reengineer companies, their employees, and processes around the customer. Read more »
Mila D'Antonio | June 14, 2012
Big Data was on everyone's minds and lips during Pitney Bowes Software's Insights 2012 conference this week in New Orleans, where customers spoke about how they're turning customer insights into positive business results. Read more »
Ginger Conlon | June 14, 2012
A price shopper I'm not. I'm more about other aspects of customer experience like service and product performance. So when I find something I love, I stick with it. Read more »
Guest Blogger: Tom Jacobs | June 14, 2012
For most companies, becoming truly customer-focused is an evolutionary process. Here are five ways to support that evolution to becoming more customer-centric and attentive to customer needs. Read more »
Ginger Conlon | June 14, 2012
If you don't have a mobile strategy, you're late to the party. According to Gartner Vice President and Distinguished Analyst Nick Jones, businesses are missing potentially huge opportunities by not weaving mobile into their customer interaction approaches. Read more »
Cynthia Clark | June 13, 2012
In an ever-changing world customers are taking control. But rather than being daunting for organizations, this shift presents an opportunity for customer service leaders to step up and give their customers a voice, Citibank senior vice president of social media Frank Eliason believes. In his recently published book @ Your Service, Eliason writes about the importance of keeping customers at the core of the organization and always being prepared to be there to serve their needs. In an interview with Read more »
Anna Papachristos | June 12, 2012
Businesses often equate time and money. In some cases that means saving money through actions that customers feel waste their time. As a result, some customers are likely to take their wallets elsewhere because they feel their time isn't valued by a company they do business with. Read more »
Tom Hoffman | June 12, 2012
One of the biggest problems with contact centers is the inordinate amount of focus that's placed on efficiency. Many agents are instructed and incented to close out calls quickly, often without fully resolving a customer's issue or delivering a satisfactory experience. Last week while I attended Call Center Week in Las Vegas, I came across an example of where customer service should be headed. Read more »
Ginger Conlon | June 11, 2012
It can be difficult to predict the value of delivering customer service and support via social, according to Gartner Research Vice President Jeff Mann. It's easier to show the value once a company starts using social for customer service, Mann said during his presentation today at the Gartner Customer Strategies & Technologies Summit 2012 in London. In a few cases, he said, companies forced to respond to a major customer outcry via social discovered significant benefits and created formal Read more »
Ginger Conlon | June 11, 2012
Customers form opinions based not only on their experiences with your company and products, but also on their broader experiences and beliefs. Consequently, a gap forms between what you'd like customers to think about you and what they perceive to be true, according to Nigel Barlow, author of Re-think. Read more »
Elizabeth Glagowski | June 11, 2012
It takes a lot to stand out in the business world. And when it comes to customer centricity, it's even harder. Customer expectations are higher than ever, and there are many organizational and market challenges to creating and maintaining a truly customer-focused organization. That's why it's important to recognize those companies that make it work with the Gartner & 1to1 Media CEM Excellence Awards. Read more »
Ginger Conlon | June 11, 2012
What is it that will make customers comes back to you? You need to find out what motivates your customers to give you their loyalty; it's different for different people, Gartner Fellow and Vice President Steve Prentice said during his keynote this morning at the Gartner Customer Strategies & Technologies Summit 2012 in London. Read more »
Don Peppers and Martha Rogers, Ph.D. | June 8, 2012
Our new book Extreme Trust has been accumulating some extraordinarily good reviews lately, including two independent critiques from two professionals who know what they're talking about (and what we're talking about): Bruce Kasanoff and Maz Iqbal. Read more »
Ginger Conlon | June 8, 2012
Opportunity often knocks one customer at a time. That's the beauty of social. If you can use social monitoring to cut through the clutter, you'll find opportunities to engage with customers on an individual level--and not just to resolve complaints. Listening to customers in social channels also presents opportunities to provide information and advice that builds goodwill and helps to maintain loyalty. We've all heard the stories about Best Buy and Zappos. Read more »
Cynthia Clark | June 7, 2012
Customers' enthusiasm to be vocal and share their thoughts with the brands they do business with gives organizations a goldmine of information. But as Lonnie Mayne, Mindshare's chief experience officer, puts it, unless organizations use the insights to take action, it's just data. Read more »
Guest Blogger: Paul Hagen | June 6, 2012
At Corner Bank, Jana Dawson is the company's CMO and senior vice president of HR. At Volusion, the head of HR reports into David Mitzenmacher, the company's chief customer officer (CCO). Why? Because a company's customer experience (and therefore its brand) depends on its employees. They need to understand it, believe it, and deliver it on a day-to-day basis. Read more »
Mila D'Antonio | June 6, 2012
It costs businesses significantly more to acquire new customers than it does to retain them, and most successful businesses understand the importance of maintaining customer relationships. Lately, however, it seems like some companies have gotten lazy about retaining my business. Read more »
Anna Papachristos | June 5, 2012
Though we speed through our day, we don't have time to run in circles. We want to move forward and we want our information to travel at lightning speed--just like us. Yet, while smartphones and tablets cater to our on-the-go lifestyles, many mobile sites don't measure up, leading to higher bounce rates due to frustration from lag and incorrect image and text sizing. But for Bonobos, a Web-based premium men's apparel e-tailer, poor mobile service was not an option. Read more »
Tom Hoffman | June 5, 2012
There's a long list of problems with the U.S. healthcare system, including skyrocketing premiums, sizable gaps and limits in insurance coverage, an over-emphasis on risk mitigation (re: avoiding malpractice lawsuits), etc. Despite these challenges, this doesn't mean that the customer experience has to suffer. For instance, I had a downright delightful healthcare experience this past weekend with an ophthalmologist. Read more »
Elizabeth Glagowski | June 4, 2012
Don Draper scolded Dow Corning executives in last night's Mad Men episode for being satisfied with 50 percent market share. He pushed them to shoot for 100 percent. Antitrust issues aside, that same urgency can be applied to online retailers' focus on the customer experience. Read more »
Ginger Conlon | June 1, 2012
It's that time of year again: Mister Softee ice cream trucks stake out their spots in the local park, occasionally playing their happy tune, attracting kids (and a certain editor) like the Pied Piper. Read more »
Guest Blogger: Paul Raca | May 31, 2012
Touchpoint attribution--the ability of marketers to attribute a sale to the correct marketing effort--has been called the holy grail of marketing. Does this seem a little extreme? Still not sure attribution should be considered the pinnacle of marketing? The claim is likely more appropriate than you might think. Conquering touchpoint attribution may lead you on an arduous journey, but there's a big payoff in the end. Read more »
Cynthia Clark | May 31, 2012
Smartphones have made it easier for customers to get the best deal. Not only can they search for items they want from the comfort of their own home, but when they find an item they want in a store, customers can scan the barcode and check whether it's available for a better price online. This practice is so widespread that it's impacting a number of brick-and-mortar stores. These retailers are becoming showrooms for online giants, such as Amazon, which are Read more »
Anna Papachristos | May 30, 2012
There's something increasingly impersonal about today's shopping experience that makes such endeavors a lot less thrilling than they once were. Shopping bags are now virtual lists where we track the items we plan to purchase. Showrooms are websites that offer a basic, two-dimensional view of the products for sale. And when it comes to movie rentals, one can hardly find the DVD they want without consulting an online service or a monstrous kiosk. While we used to be able to Read more »
Mila D'Antonio | May 30, 2012
Sales professionals have all experienced this at one time or another: Crammed into the office conference room for two days and forced to eat stale doughnuts and chug strong coffee, they endure listening to a "sales coach" who preaches to them for 16 hours about a new sales methodology or how to connect with customers. Read more »
Guest Blogger: Harley Manning | May 29, 2012
Sometimes a CEO takes the reins at a company that's in such great shape, I can't help thinking, "Wow, it must be great to be that guy!" Read more »
Tom Hoffman | May 29, 2012
A new study released by Amadeus examines the frustrations that travelers have with today's airport experience and how airports are expected to evolve between now and 2025. The study provides a fairly comprehensive look at what passengers dislike most about the airport experience and what they would like to change. Read more »
Ginger Conlon | May 25, 2012
Social has brought transparency to consumers never before possible. The information that consumers share about companies and that companies reveal about themselves is presenting new opportunities for B2C companies to build and maintain, or rebuild, customer trust--or to lose it in the blink of an eye in one gigantic, public flameout. Read more »
Guest Blogger: Jeanne Bliss | May 24, 2012
Trader Joe's wants to be your neighborhood store--a place where you're welcomed by people who want to have a personal relationship with you. That's why Trader Joe's resisted installing scanners as part of its checkout process for years. The hesitation came from concerns over the sound the scanners make, usually a "pinging" noise as each item is scanned. The company didn't want that noise to interrupt the conversations at checkout. Trader Joe's ever-changing and growing inventory mix finally pushed the Read more »
Cynthia Clark | May 24, 2012
Customers are becoming more demanding and also more discerning. One of the reasons behind their amplified expectations is an increase in choices, which mean that customers no longer have to settle, but can choose the best products and brands they do business with. But more than anything else, customers are expecting these brands to treat them as individuals and invest in building a relationship with them. Rather than one-off interactions, customers want a long-lasting rapport that starts even before they've Read more »
Anna Papachristos | May 23, 2012
We see numerous cartoon animals and celebrity headshots scattered across the shelves as we browse the supermarket, yet when it comes to the B2B market, we rarely have a face to put with the company name. The reason, according to Tim Riesterer, chief strategy and marketing officer at Corporate Visions, is that B2B companies don't have just one mascot, but an array of brand ambassadors typically known as sales representatives. These salespeople serve as the voice of the company, fostering Read more »
Mila D'Antonio | May 23, 2012
Creating a customer-centric culture isn't an easy feat today. With ever-evolving customer channels, consumer devices, and multiple Web experiences, delivering a targeted customer experience is becoming more and more difficult. Read more »
Guest Blogger: Kerry Bodine | May 22, 2012
Customer experience is, quite simply, how your customers perceive their interactions with your company. In Forrester's soon-to-published book, Outside In, Harley Manning and I show that customer experience is a fundamental business driver and--in an age when customers have access to vast amounts of data about your company and its competitors--it's also the only sustainable source of competitive advantage. Read more »
Tom Hoffman | May 22, 2012
In the next few weeks, both Verizon and AT&T are expected to introduce family data sharing plans where customers will pay for a fixed amount of data to be shared between family members or between device types (e.g. 5 gigabytes for two devices instead of 3 GB for one), according to USA Today. For its part, Verizon would phase out unlimited data plans for customers who renew their contracts or upgrade to new phones. Only customers who pay full price Read more »
Elizabeth Glagowski | May 21, 2012
Social media strategy is a topic that's front and center on almost every executive's mind. Everyone knows the social world is a critical channel for marketing, sales, and customer service. However, there is no silver bullet or how-to manual for success in the social sphere. The complexity of the space is represented visually in this infographic from Buddy Media that has gone viral. Read more »
Ginger Conlon | May 18, 2012
We hear a great deal about companies collecting customer feedback and not using it, and about companies ignoring social sentiment. But fortunately there are also plenty of companies that act on customer input gathered from various interaction channels. As it turns out, igourmet.com is one of the latter. Read more »
Guest Blogger: Bruce Temkin | May 17, 2012
Temkin Group has completed its third annual study on the state of customer experience management. The research examines feedback from hundreds of large companies. As always, it's great to see a snapshot of where companies are on their customer experience journeys. For this post, I've decided to assemble some interesting tidbits from the research: Read more »
Cynthia Clark | May 17, 2012
Organizations want to know what their customers think about them and what they can do to improve their customers' experience. This is even more important in a competitive environment and in the age of social media where customers are very quick to share their opinions. But in their zeal to get information, some organizations are overloading their customers with numerous surveys that have an exhaustive list of questions, potentially alienating them from giving their insight. And with more customers providing Read more »
Ginger Conlon | May 16, 2012
Voice of the customer initiatives require three main elements to succeed: executive involvement, closing the loop, and taking action--according to Cameron Conway, assistance vice president of customer research at Equifax. During his presentation at the Allegiance VoCFusion conference yesterday, Conway provided some insight into each of these areas. Read more »
Anna Papachristos | May 16, 2012
During childhood, we learn in a group atmosphere. Just as we learned to socialize while also developing necessary life skills, businesses must now cultivate their social skills in order to learn how to best serve their customers. Read more »
Mila D'Antonio | May 16, 2012
Cloud computing in the past has been a controversial subject, with companies leery of putting proprietary data in the cloud. But with its promise to reduce costs, scale up, and provide real-time access to data, cloud computing is shedding its reputation and companies are increasingly migrating to this service. Read more »
Tom Hoffman | May 15, 2012
A new study from PulsePoint on the digital marketing capabilities and shortcomings of companies finds that "overwhelming complexity" and a "lack of unified measurement" are the key stumbling blocks in aligning these efforts with consumers' multichannel behaviors. There's a growing body of research on this topic, most of which support this thesis that marketing leaders are, in fact, overcome by the difficulty of managing and coordinating marketing efforts across the flood of channels that customers use. They also struggle to Read more »
Ginger Conlon | May 14, 2012
With all this talk about customer trust and companies acting in customers' best interest, it got me thinking about spiffs--incentives that manufacturers provide dealers and retail salespeople to sell their wares over the competitor's. Spiffs are great for salespeople, not so great for customers. Salespeople motivated by a boost in their commission check or some other incentive may be more likely to sell what's good for them instead of what's best for the customer. Actually, I'd have to say Read more »
Ginger Conlon | May 11, 2012
You've worked hard to create a brand image and deliver on your brand promise. Then your organization partners with another company that turns about to be not so customer-centric or detail-oriented or what have you as your firm is. What to do? One option: Find a new partner. Another: Work with that partner to bring the company up to your standards. Neither option is an easy fix, but doing something, anything, is essential--before customers walk out the door and Read more »
Guest Blogger Steve Shaw | May 10, 2012
Consumers are increasingly interacting with businesses through a mix of channels. This is especially true in financial services. Consumers now expect to be able to access their financial information and conduct transactions via any channel they desire, whether that channel is digital or physical. Consumers who use multiple channels also expect information to be accurate, up-to-date, and consistent across channels, at all times. This creates a need for accurate, real-time cross-channel updates. Additionally, how a consumer chooses to interact Read more »
Cynthia Clark | May 10, 2012
Marketers spend a lot of time and energy preparing content to entice their customers to do business with them, and emails are a major mode of delivery to reach these individuals. But these efforts are useless if the messages aren't opened by the intended target, or, worse still, if they don't even make it to a customer's inbox. Read more »
Anna Papachristos | May 9, 2012
There are some matters that are beyond our control. No matter how hard we strive for the perfect customer experience, certain unexpected factors come into play--factors beyond the company's or brand's control, in fact. Read more »
Mila D'Antonio | May 9, 2012
Earlier this week, my colleagues and I were debating the differences between what makes a good customer experience and if high marks for delivering customer experience translate to that company being truly customer centric. Read more »
Guest Blogger: Paul Hagen | May 8, 2012
The only way your company will differentiate based on customer experience is if the culture of your organization aligns closely with the brand promise to customers. Zappos CEO Tony Hsieh puts it in his blog post entitled Your Culture Is Your Brand: "Advertising can only get your brand so far... So what's a company to do if you can't just buy your way into building the brand you want? In a word: culture. At Zappos, our belief is that if Read more »
Tom Hoffman | May 8, 2012
1to1 Media's Tom Hoffman speaks with Greg Sherry, Vice President of Marketing at Verint Systems, about different ways that companies can use workforce optimization tools to foster a customer-centric contact center. This includes the ability to identify agent competencies and align agents' skills and aptitudes, such as first call resolution or cross-selling capabilities, to provide the right support to the right customers at the right time. Additionally, workforce optimization tools can also be used to help act on Voice Read more »
Elizabeth Glagowski | May 7, 2012
The Temkin Group recently released its second annual "Forgiveness" rankings of companies in a variety of industries. This measures a customer's likelihood to forgive a company for making a mistake. The 2012 ratings asked 10,000 U.S. consumers to rank 206 companies from 18 industries. Not surprisingly, many famous customer-focused companies found their way to the top of the list. Read more »
Cynthia Clark | May 4, 2012
Social media is like the new cool kid on the block: Everyone wants to be its friend, but they're all worried of mishandling it and end up doing more harm than good. Although many marketers are trying to leverage social media to get close to both customers and prospects, this relatively new medium is not about likes and fans, but about engaging with people. Read more »
Ginger Conlon | May 4, 2012
"Self-service is the equivalent of outsourcing tier-one service to customers. So if they 'escalate' by calling your contact center, the service had better be great," Strativity Group founder Lior Arussy said emphatically during his presentation at a networking event the company co-hosted with Godiva at the chocolatier's New York headquarters. This situation raises two issues, which came up earlier this week during a conversation with NICE Systems CMO Benny Einhorn at the company's Interactions 2012 customer conference. Read more »
Guest Blogger Ivar Kroghrud | May 3, 2012
In today's business environment of declining consumer trust and heightened social communication, organizations no longer control how their brand is perceived. Welcome to the Age of the Customer. Gone are the days that brands controlled their image strictly through marketing collateral and advertisements. The advent of social media has fundamentally changed the way that customers seek and share information. Today's customers access information through a variety of channels and are quick to share feedback with their communities, both online Read more »
Cynthia Clark | May 3, 2012
Big Data is giving organizations a lot of information about their customers, but some are--rightfully--concerned about overdoing it and alienating their customers with intrusive behavior. However, many companies have recognized that as long as they tread carefully and give value to their customers, clients will be more willing to share information. Alan Adams, senior director of marketing and CRM applications at Office Depot, pointed out that companies need to use data to be where their customers are, but at the Read more »
Cynthia Clark | May 3, 2012
Today's customers are no longer bowled over by a great advertisement unless it targets them individually, giving them information that's relevant to them. This puts extra pressure on organizations to develop marketing campaigns that aren't just captivating, but also give added value. Read more »
Anna Papachristos | May 2, 2012
Sitcom kids from past generations always had a goal in mind. Whether it was Wally and the Beav or Dennis the Menace, they took on after-school and weekend jobs to earn just a few extra pennies so they could afford whatever the episode happened to revolve around that day. They learned the principles of hard work and the value of a dollar. But today, there are far too many teens who care more about when their shift is over than Read more »
Mila D'Antonio | May 2, 2012
It's no mystery: Social savvy consumers have high expectations and will quickly spread the word when those needs aren't met. The results of the third annual American Express Global Customer Service Barometer released today confirm the lengths those consumers will go when they encounter poor service. The survey results also reveal how dismal the general state of customer service has become. Read more »
Ginger Conlon | May 2, 2012
Customers are more empowered and more connected than ever, NICE President and CEO Zeevi Bregman reminded attendees during his keynote at the company's Interactions 2012 customer conference. Customers are online shopping and playing more, sharing more, using more media, he added. With the proliferation of mobile, customers can now interact 24/7 from anywhere via multiple connection points: mobile websites, social networks, the contact center, etc. In fact, a NICE survey of about 2,000 consumers found that respondents use six Read more »
Tom Hoffman | May 1, 2012
1to1 Media's Tom Hoffman speaks with Nikhil Govindaraj, Vice President of Products at Moxie Software, about different ways that companies can monitor and act on customers' social media comments to provide timely and proactive support when it appears to be needed. Read more »
Elizabeth Glagowski | April 30, 2012
"The big change in the world is that patients are taking control." The remarks from TEDMED's Jay Walker at last week's World Health Care Congress captured the prevailing sentiment of the conference for medical and healthcare executives. Nearly every session and keynote focused on the theme that consumers, once a secondary business consideration in the industry, have shot to the forefront of healthcare business strategy. Read more »
Ginger Conlon | April 27, 2012
Many business leaders consider their most valuable customers as those who are the most profitable or the largest. There's certainly no denying that. Increasingly, customers who are considerable social influencers are also moving up the value chain. But what about the customers who don't buy much, but only buy from you. Customers who give you 100 percent wallet share. Do you know who they are? Do you need to? Read more »
Cynthia Clark | April 27, 2012
New experiences are exciting, but the fascination can quickly dissipate unless we're continually wowed. This is true for companies, which need to continue to enchant their customers to make sure they don't go to competitors. According to Guy Kawasaki, Apple's former chief evangelist, there are three pillars to make enchantment last--likeability, trustworthiness, and quality. "You need the likeability of Richard Branson, the trustworthiness of Zappos, and the quality of Apple," he said during the SAS Global Forum this week. Read more »
Cynthia Clark | April 26, 2012
Customers don't just expect the brands they do business with to deliver a great experience; they also want it to be effortless. Regardless of how fantastic a product is or how impressive the services, having to put in effort to make their relationship with a company work will negatively impact the customer experience. The expectation that they don't have to work hard to get what they need from a company continues--perhaps becoming even stronger--when customers decide to stop doing business Read more »
Ginger Conlon | April 26, 2012
If the roles were reversed, would a company be so honest: On a recent shopping trip I visited Dick's Sporting Goods to purchase snow boots for myself and for my daughter. While there we added gloves and several other items to our cache. The line was long and full of customers impatiently shuffling their purchases as one harried cashier rushed to ring up sales and quickly as possible. Read more »
Mila D'Antonio | April 25, 2012
After attending Forrester's Marketing Leadership Forum last week, I came away with two realizations: 1. Marketers are getting serious about leveraging conversations about their brands in social networks, and 2. Because many marketers are jumping in without a clear strategy about how social fits in with other customer touchpoints, data silos are proliferating. Read more »
Anna Papachristos | April 24, 2012
We live in the land of make believe. We pretend to "go shopping," but we never leave our chairs. We fill "bags" with items, but there are no handles to carry. Yet, once we click the purchase button, much like the wave of a wand, these products magically appear 7-10 business days later. Read more »
Tom Hoffman | April 24, 2012
If you're like me, the parent of a soon-to-be college student, you're probably immersed in researching colleges and universities to help determine which ones may be a suitable fit for your child. After all, with a price tag that can exceed $200,000 for a four-year degree, finding the right college for your child is serious business. Read more »
Ginger Conlon | April 23, 2012
Yes, we all want engaged customers. Awesome products can create customer engagement (think: Apple). A unique customer experience can build customer engagement. But there's nothing quite like engaged, enthusiastic employees to inspire engagement among customers, particularly new customers or those on the fence. In other words, employee engagement--especially among customer-facing employees--is as important as customer engagement, because the former is often essential to the latter. Consider my recent experience with Nike. Read more »
Ginger Conlon | April 20, 2012
How many times have you bought something from a retailer online only to find yourself facing a sudden onslaught of emails from the company? Too many, I'm sure. Yes, online retailers need their customers' email addresses to confirm their purchases. But it's the more customer-centric companies that actually 1) note that the email will be used for confirmation purposes only, and then 2) ask if you'd like to opt in to their mailing list(s). Many retailers simply opt in customers Read more »
Guest Blogger: Chris Beall | April 19, 2012
One hundred years ago, Titanic launched. Three days later, she sank, taking precious lives and treasure to an icy grave. In hindsight, saving the ship should have been easy. The captain and crew needed to listen to warnings from nearby ships, communicate more honestly among themselves, and turn hard to port before it was too late. But the main thing they needed wasn't to be invented for 27 years: radar to see dangerous icebergs miles away through the fog. Read more »
Cynthia Clark | April 19, 2012
Change is exciting, but it can also be daunting. This means that drivers of change have a difficult task on their hands, convincing their colleagues that such a change will be beneficial for the whole organization. Despite the best intentions, organizations often encounter problems when attempting to transform customer experience. According to Lior Arussy, president of Strativity Group, one of the major mistakes that organizations make in their transformation journey is thinking that what's being proposed has already been tried. Read more »
Mila D'Antonio | April 18, 2012
Brand building is a journey for all companies and organizations, said Chris Stutzman, vice president and principal analyst, at Forrester during his opening remarks during Forrester's Marketing Leadership Forum 2012 today in Los Angeles. Read more »
Anna Papachristos | April 18, 2012
Human beings have the propensity to give, but often lack the follow through. Filling out paper or online forms to make a donation or volunteer can become a chore that discourages the generous from giving both their time and money. But as mobile devices become more widespread, charities and other organizations are also working to branch out, developing techniques that cater to the digital age. Read more »
Tom Hoffman | April 17, 2012
1to1 Media's Tom Hoffman speaks with Udi Ziv, President of NICE Systems' Enterprise Group, about approaches for striking a balance between using customer sentiment in social media while protecting customer privacy. Read more »
Elizabeth Glagowski | April 16, 2012
"Consumers think of healthcare as a complex web," said Joshua Riff, M.D., chief medical director at Target at today's World Health Care Congress event. The company known for customer engagement sees healthcare as a potential new horizon. Read more »
Ginger Conlon | April 13, 2012
I've noticed lately that a few of my favorite brands seem to be following me around. I clicked through an opt-in email from Ford, which led me to its website. While there I looked at the social badges and explored the 2013 Mustang. Then, during my next visit to Facebook there was an ad for the Mustang. On another occasion I visited Livestrong to track my fitness and was served an ad for clothing retailer White House|Black Market (I'm a Read more »
Guest Blogger: Curtis Bingham | April 12, 2012
It seems that everyone now has a Twitter, Facebook, Google+, and any other alphabet soup social media account you can think of. And rabid social media "experts" are calling for every C-level executive to embrace social media as part of their new commitment to transparency. Read more »
Cynthia Clark | April 12, 2012
The relationship with a company doesn't finish when money changes hands. Even if it's a retail transaction, often that's only the beginning. Especially with increased competition, companies are under extra pressure to ensure that they not only satisfy their customers' expectations for after-sales service, but exceed them. Nine West recently did just that, and what might have been a one-time purchase may turn into a long-term relationship. Read more »
Mila D'Antonio | April 11, 2012
April is customer loyalty month, a 30-day wake-up call for companies to realize that engaging customers one-on-one in stores, through social media, and in marketing communications can have far-reaching effects on customer loyalty, word-of-mouth marketing, and increased sales. Read more »
Anna Papachristos | April 10, 2012
Even when in public, everyone still seeks comfort in the right to privacy. But for us ladies, "rest" rooms can be the unsettling sore spot of the overall customer experience. Read more »
Guest Blogger: Paul Hagen | April 9, 2012
Many different types of firms have channel partners or others that control a significant part of the actual experience with customers. Automobile companies have dealers, insurance and real estate firms have independent agents, software companies have value-added resellers (VARs), restaurants and hotels have franchises, and heavy equipment manufacturers have resellers. Even the brokers or financial advisors within financial services organizations can act in many ways like these external partners. Read more »
Ginger Conlon | April 9, 2012
Remember the automat? Walls of vending machines stocked with sandwiches, snacks, and drinks; cafeteria-style dining. Popular in the early 1900s, they began to fade in the 1950s. When Horn & Hardart closed its last automat (on 42nd Street in Manhattan) in 1991, it seemed that gone were the days of getting any food but chips, crackers, and Pop Tarts from a vending machine. But in what seems to be a move to address the snacking needs of today's impatient, on-the-go Read more »
Ginger Conlon | April 6, 2012
Customer experience, as we all know, is a hot topic. In the rush to embrace and improve it, some business leaders mold its definition to suit their needs. In many cases this means equating customer experience with customer service. They are not the same, and it causes confusion within organizations, as well as in the marketplace, to use them interchangeably. Read more »
Cynthia Clark | April 5, 2012
Social media and mobile phones have changed the way many people view the world. But the impact hasn't solely been on connectivity, as social channels and text messages gave rise to new ways of communication using text. The prevalence in text-based communication has increased the popularity of chat for customer service use, according to Jeremy Sokolic, senior vice president of marketing at LivePerson. "Text-based communication has become second nature," he said during a recent conversation. Read more »
Mila D'Antonio | April 4, 2012
It's inevitable. We've all experienced an airline horror story at one time or another. Whether it's a delayed flight, lost luggage, or a surly flight attendant, these experiences tend to unite us like the 4th of July. Read more »
Anna Papachristos | April 4, 2012
Each day, airlines connect thousands of travelers with hundreds of distant destinations. They carry customers from one place to another, often forgetting they are not just passengers, but are people, too. However, for JetBlue, connecting with customers has become a priority at touchpoints throughout the trip cycle. Particularly, JetBlue's advertising initiatives show that the airline cares about each individual customer's experience, not just how the airline is perceived. Read more »
Tom Hoffman | April 3, 2012
1to1 Media's Tom Hoffman speaks with Vinay Iyer, Vice President of Marketing at SAP, about the evolution of customer relationship management. Read more »
Guest Blogger: Kerry Bodine | April 2, 2012
Think about your favorite action movie. Raiders Of The Lost Ark. The Matrix. Any James Bond flick. What do they have in common? A storyline that goes something like this: In the first few minutes you're drawn into a short chase or adventure--something that immediately gets your heart pounding. It builds up quickly, and then resolves with a big boom! You're hooked. And at that point, the main narrative begins. Over the course of the next 90 minutes or so, Read more »
Elizabeth Glagowski | April 2, 2012
Today's issue of 1to1 Magazine highlights the Top Mobile Trends to Watch. A number of experts in the industry share what they think are hot topics related to mobile marketing, customer service, and the overall customer experience. Data shows that mobile is a burgeoning channel. However, its promise has yet to be fully realized. Read more »
Ginger Conlon | March 30, 2012
Customer strategists today face an ever-increasing plethora of challenges across every aspect of the customer experience. While attending the Gartner Customer 360 Summit in Orlando, I asked a number of industry insiders to share their opinions and advice on four of the many hot topics facing customer experience professionals right now. Find out what they had to say: Read more »
Guest Blogger: Megan Burns | March 30, 2012
I just published Forrester's fourth annual report "The Business Impact of Customer Experience" using updated data from the 2012 Customer Experience Index. Once again the news is good for companies hoping to get a financial boost from their efforts to improve customer experience. In all of the industries we modeled the revenue benefits of a better customer experience range from $31 million for retailers to around $1.3 billion for hotels and wireless service providers. Read more »
Guest Blogger: Howard Lax | March 29, 2012
Marketers and marketing consultants all too often make the mistake of equating customer loyalty with customer experience. Whether out of laziness or sloppiness, this is a critical miscue in the measurement, analysis, and management of customer loyalty and experiences. Read more »
Cynthia Clark | March 29, 2012
Have you ever stopped to think how many brands impact your life on a daily basis? Starting from your morning coffee, the transportation you use to get to work, your phone and the network that it operates on, all the items on your desk--the list goes on and on. And when you have a problem with any one of the products and services that you use, you expect the company to be responsive when you contact it, listen to you, Read more »
Mila D'Antonio | March 28, 2012
Mobile is no longer about the phone; it's about being connected. In fact, in some countries there are more mobile subscriptions than there are people (Mobile Marketing Association). Additionally, it takes 90 minutes for the average person to respond to an email, but it takes 90 seconds for the average person to respond to a text message (CTIA.org). Read more »
Anna Papachristos | March 27, 2012
Parents always tell their children to disregard what others think--to march to the beat of their own drum. But for businesses across the board, from fledglings to old timers, consideration of how others perceive the company's products and services can mean the difference between success and failure. One way many companies are getting insight into that perception is by asking how likely customers are to refer friends or associates. Read more »
Tom Hoffman | March 27, 2012
1to1 Media's Tom Hoffman speaks with Dave Capuano, Vice President of Marketing at Vovici, a Verint Company, about different approaches for engaging today's empowered customer. Read more »
Elizabeth Glagowski | March 26, 2012
Social media is an enigma to many executives. Its prevalence can't be denied and all companies should use it as a critical interaction channel. Sites like Facebook, Twitter, Foursqure, Pinterest and others take away the barriers to direct interaction with customers and prospects. The challenge comes from using social media in a strategic way that has a financial impact, not just as a "nice to have" initiative. Many companies are looking for best practices in how to best use social Read more »
Ginger Conlon | March 23, 2012
Gaining and retaining customer loyalty is no easy feat. Customers are often "loyal" based more on convenience than emotion, which means given a better option their loyalties will change as quickly the weather on a Florida afternoon. Loyalty programs help bolster retention, but they're not a magic bullet for fostering attitudinal loyalty. Earlier this week at Loyalty 360's Loyalty Expo 2012 several speakers shared research findings that reveal just how fickle consumers can be. They also shared challenges and opportunities Read more »
Guest Blogger: Tony Ventrice | March 22, 2012
While social media alone creates buzz around your brand, it's gamification that drives engagement across your online community. That's why many enterprise marketers are turning to gamification to measure and influence consumer behavior on their brand-owned Web and mobile sites. By accessing behavior metrics and understanding customers' specific actions that are tied to key business objectives, you can determine how individual users are interacting with your site's content and what drives customer engagement with your brand. This knowledge can be Read more »
Cynthia Clark | March 22, 2012
Loyal customers are an asset that companies need to look after. Just because someone loves your brand today doesn't mean he won't defect to a competitor if he finds a better deal. It is therefore essential for organizations to work hard to keep their clients enthusiastic about them. Read more »
Mila D'Antonio | March 21, 2012
One thing most likely on every marketer's mind today is integrated marketing. With ever-emerging customer channels and communications devices, marketers find themselves in a constant race to implement effective strategies, processes, and technologies that link communications across channels, ensuring consistency and personalization. In return, they want the complete view of the customer--a picture into their cross-channel behaviors and a guide to what influences them on their journey to purchase. Read more »
Ginger Conlon | March 21, 2012
Wyndham Hotels is among the brands that have embraced social commerce and put reviews right on its site. According to Senior Vice President of Loyalty Marketing Robin Korman, the company is the first hotel brand to have done so. Read more »
Tom Hoffman | March 20, 2012
In most respects, there's not a lot of common ground between a regional water utility and a multinational logistics giant. But one thing that does unite the Las Vegas Valley Water District and FedEx is their respective passion for using customer analytics to improve the customer service experience. Read more »
Cynthia Clark | March 19, 2012
Having the right customer data is essential for organizations to provide the most personalized and relevant customer experience. Harry Rosen Inc. and McAfee have both bolstered the data in their CRM systems to improve their sales efforts while delivering a better customer experience. Their efforts have landed them among the winners of the Gartner & 1to1 Media CRM Excellence Awards, in the sales effectiveness category. Read more »
Ginger Conlon | March 19, 2012
How do you make a company that sells a commodity like energy stand out? How do you get customers to recognize you, select you, and stay with you? TXU Energy focuses on four basic brand builders: be trustworthy and transparent, customer centric, innovative, and dependable. Read more »
Ginger Conlon | March 19, 2012
Only 25 percent of customers feel "very loyal" to their preferred brands, according to Tim Suther, chief customer and strategy officer at Acxiom. Worse, 25 percent feel no loyalty at all. How can companies build customer loyalty in this time of customer promiscuity? During his presentation at Loyalty 360's Loyalty Expo 2012 this morning, Suther offered these five tips: Read more »
Elizabeth Glagowski | March 19, 2012
It's common knowledge that customer focus leads to revenues. So why don't more companies implement customer strategy? They are knowingly leaving money on the table, yet many continue to do it rather than risk facing the "devil they don't know." Read more »
Ginger Conlon | March 16, 2012
We all know that social is the shiny object in business today. Why are organizations so focused on social? According to Gartner the top reasons are to strengthen relationship with customers, enhance brand awareness/preference, share information and ideas with customers, supplies, and partners, establish an interactive relationship with customers, and increase revenue. These are all valuable goals, but they must tie to specific, measurable outcomes. According to Gartner Research Director Adam Sarner, "businesses must connect the dots of social CRM Read more »
Ginger Conlon | March 16, 2012
All too often sales teams rely on outdated, unreliable, incomplete information. This makes for poor decision making, Gartner Research Vice President Tiffani Bova said during her presentation at Gartner Customer 360 this morning. Sales organizations need to improve data quality, validity, and quantity to improve their performance. Having the information and acting on it also means being consistent with how and why you use it, she said. Read more »
Anna Papachristos | March 16, 2012
Community brings people together, uniting them based on their common bonds. With social outlets readily available all across the Internet, connecting with likeminded individuals is merely a click away. Yet, while most companies focus on the company/customer side of social engagement, many neglect to embrace customer interactions with other customers as a means to enhance the customer experience. Read more »
Guest Blogger: Bruce Temkin | March 15, 2012
In the recently published 2012 Temkin Experience Ratings, we rated the customer experience of 206 companies across 18 industries based on a survey of 10,000 U.S. consumers. This research provides a great benchmark of customer experience, as it compares companies with their industry peers as well as with companies from other industries. Read more »
Cynthia Clark | March 15, 2012
A great after-sales experience is essential. Not only do customers want to ensure that the product or service they've just purchased works as expected, but they also want the company they bought from to be there to answer questions or help them with any problems. Read more »
Ginger Conlon | March 14, 2012
CRM is in the spotlight. According to a recent Gartner survey of CEOs, respondents rated CRM as a top priority in terms of avenues for growth, followed by e-commerce. Similarly, Gartner found that increasing customer acquisition, customer satisfaction, and revenue are the top three CRM goals for 2012. During their opening keynote at the Gartner Customer 360 Summit this morning, Gartner's Gene Alvarez, research vice president, and Ed Thomson, vice president and distinguished analyst, shared 10 CRM-related trends to watch Read more »
Mila D'Antonio | March 14, 2012
Is your customer experience where it needs to be? If not, your business may be missing valuable opportunities to boost customer satisfaction and improve retention. Worse yet, you may soon be facing critical problems. Read more »
Guest Blogger | March 14, 2012
CRM as a concept has been around for a long time. And many firms have undertaken not just one, but several, CRM initiatives. As such, Gartner has looked at how CRM evolves and developed generational models that explain the changes in thinking and emphasis that we see. Read more »
Tom Hoffman | March 13, 2012
I've recently been following a discussion thread on LinkedIn on declining consumer sentiment about customer service along with the causes of this (e.g. lack of agent training). While there's no simple answer to this, here are a few points to ponder. Read more »
Guest Blogger: Paul Hagen | March 12, 2012
In our continuing research on the emerging role of the Chief Customer Officer (CCO), we recently looked at the kinds of authority their firms vest in them to drive change across the organization. This authority can affect the activities they do, the composition of the teams that report into them, and the budgets they control. For firms considering putting this kind of senior customer experience leader in place, Forrester has identified three archetypal models that characterize the most typical modes Read more »
Ginger Conlon | March 12, 2012
Site design, personalization, and key performance indicators (KPIs) are not getting the attention they deserve in terms of the online customer experience, according to Kevin Cochrane, Adobe's vice president of product strategy and solution marketing. "When people think of the online customer experience, they're focused on the design and 'sexiness' of their website. They don't do enough research into who their customers are and what they're trying to accomplish. Not all customers are looking for the same thing," Cochrane told Read more »
Ginger Conlon | March 9, 2012
Today I made a purchase that I was compelled to make. It wasn't something I needed or had planned to buy. But I had to have it. Read more »
Anna Papachristos | March 9, 2012
Customers may seem high maintenance, but in fact their high expectations are warranted. Every penny counts in today's economy, so consumers worldwide have come to expect nothing but the best from the companies they choose to purchase from. They expect only the best possible customer experience available, and rightfully so, says Bruce Temkin, managing partner at Temkin Group. Read more »
Cynthia Clark | March 8, 2012
Have you ever walked into a second-hand store, picked up an item, and wondered where it's been before and if there's an interesting story behind it? Britain-based charity Oxfam is using technology to tell the story of the second-hand items sold in some of its stores. Using QR codes, Oxfam is creating a link between a product's previous owner and its retail shoppers in an attempt to make the shopping experience more interesting and to sell more donated products. Read more »
Guest Blogger: Karine del Moro | March 7, 2012
The noise around voice of the customer is growing. In fact, the balance of 2012 will see an increase in the impact of VoC strategies on customer engagement and loyalty. Not surprisingly, technology, marketing, and customer care service providers are all fighting for their piece of the VoC revenue pie. Read more »
Tom Hoffman | March 6, 2012
Rising investments in marketing automation have resulted in increasing overlap between the roles of the CMO and the CIO. Gartner predicts that by 2017, CMOs will be spending more on IT than CIOs. Indeed, a growing number of CMOs and other business leaders are circumventing the IT organization when acquiring technology to support their function in order to move faster on deployments and avoid lengthy architectural and compliance reviews. Read more »
Elizabeth Glagowski | March 5, 2012
UK supermarket chain Tesco has always been afforded a reputation for providing a positive customer experience. But new competition, along with growing customer expectations, a down economy, and a lack of customer focus have taken its toll on the retailer. The company announced today that it would add 20,000 jobs over the next two years, boosting its workforce by 7 percent. Many of those jobs will be created in the customer service department. In these days of automation and cost Read more »
Ginger Conlon | March 2, 2012
Whenever I see a Chevy Camaro my heart rate revs up. Seriously. If I'm driving and see one parked, I slow down to ogle it. If I'm on the highway and see one up ahead, I'll try to catch up with it to check it out. I'm so struck by them that I feel like I'm cheating on my Ford Mustang whenever I gaze longingly at that sleek masterpiece of a muscle car. Read more »
Guest Blogger: Molly Hoffmeister | March 1, 2012
Imagine this. You decide to follow one of your favorite brands on Twitter and moments later, you experience the briefest jolt of excitement when you see that said brand has sent you a direct message on Twitter. Yet instead, you find the most generic marketing message conceivable: "Thx for following. We'd love to have you as a fan on our Facebook page, too..." Womp, womp. Read more »
Cynthia Clark | March 1, 2012
People's actions are driven by emotions. And that includes their purchasing behavior. Whether we're buying an everyday item that we need, like a carton of milk, or something we desire, for example, a designer handbag, emotions play an important part in the process. Read more »
Mila D'Antonio | February 29, 2012
AT&T is facing a customer backlash brought on by complaints of data throttling. After a customer in California sued AT&T in small claims court of data throttling, numerous customers have started petitions on Change.org in an attempt to urge AT&T to alter its data policies. The combined petitions have garnered thousands of signatures. Read more »
Tom Hoffman | February 28, 2012
By most measures, this has been a rough winter for U.S. ski resorts. Across the continental U.S., snowpack is well below average and warm temperatures have made it tough for resorts to make and retain man-made snow. Finding a mountain with even fair conditions has been a real challenge, especially in the Northeast. But past experiences recently led me to a ski resort where I knew I could count on good conditions. And I wasn't disappointed. Read more »
Elizabeth Glagowski | February 27, 2012
Last week, President Obama unveiled The Consumer Privacy Bill of Rights, a policy framework designed to provide a "baseline of clear protections for consumers and greater certainty for businesses." The availability and use of consumer data continues to grow. The announcement intends to provide clarity on how companies can use consumer information, and provides consumers with guidelines about their protections and rights. Read more »
Ginger Conlon | February 24, 2012
When it comes to using customer centricity to improve business performance, there is no one secret formula for success. Customers, companies, and the relationships between them are unique. Therefore, each organization's customer-centric business strategy must be unique, as well. Read more »
Guest Blogger: Curtis Bingham | February 23, 2012
CEOs and boards of directors often feel daunted when it comes time to hire a chief customer officer. The two main reasons: There is a lack of a standard definition of the roles and responsibilities of the CCO, and key characteristics of successful CCOs are still emerging. Read more »
Cynthia Clark | February 23, 2012
Companies want to bridge their information silos to have a holistic customer view, knowing that this will allow them to give their clients a better and more personalized service. While many experts argue that silos are actually necessary to ensure that different departments strive for accountability, focus, and specialization, the ultimate aim for organizations is to have a complete picture of their customers and ensure seamless service across different channels and departments. Read more »
Mila D'Antonio | February 22, 2012
The importance of delivering exceptional customer experiences during a down economy is essential to fostering customer satisfaction--a critical measure for success. But according to the 2011 fourth quarter customer satisfaction report released yesterday by the American Customer Satisfaction Index, there were only mild improvements in customer satisfaction with a yearly gain of .07 percent, and some not-so-surprising winners and losers. Read more »
Tom Hoffman | February 21, 2012
There's been a lot of buzz about Big Data, as well as misconceptions about what the term actually means. Since this is an area that carries a great deal of significance for customer management professionals, I thought I'd share a few thoughts on the topic. Read more »
Ginger Conlon | February 17, 2012
You've doubtless heard the now-clichéd phrase, the only constant is change. When it comes to marketing, however, the only constant is complexity, according to Bruce Biegel, managing director of Winterberry Group. During his presentation at a Direct Marketing Club of New York luncheon, Biegel shared some insight into that complexity, as well as related trends to watch in 2012. Read more »
Guest Blogger: Jeanne Bliss | February 17, 2012
Newegg.com is loved--by everyone from technical wizards to those who are just beginning to introduce technology into their lives. A big reason for this adoration is because the company tells the truth about its inventory to customers. The minute its warehouse runs out of an item, Newegg.com marks that product as unavailable or it is removed from its site. Read more »
Cynthia Clark | February 16, 2012
Making sure that customers are satisfied with their experience with a company is an essential part of any organization's job. However, it's also imperative to make sure that employees are happy, since they're the ones interacting with customers and can have an important impact on their experience. Read more »
Mila D'Antonio | February 15, 2012
I stated in this January article that 2012 will be the year that mobile more successfully integrates with other customer interaction channels. As Forrester reveals this week in the report, "Mobile is the New Face of Customer Engagement" for mobile to successfully blend with other channels and engage with customers, CIOs need to rethink their role, strategy, and organizational structure. Read more »
Guest Blogger | February 14, 2012
Each year we put a stake in the ground to identify trends that marketers should pay special attention to. This year we see these on the horizon: Read more »
Tom Hoffman | February 14, 2012
Valentine's Day doesn't normally conjure thoughts about banking--unless, of course, you're concerned about piling up too much debt onto your credit card account in demonstrating your affection to a loved one. But a recent experience I had with a bank has led me to share the following on this day of romance. Read more »
Guest Blogger: Paul Hagen | February 13, 2012
While I write frequently about the rise of the Chief Customer Officer within firms advanced enough in their customer experience efforts to consider this kind of executive position, I often get questions at a much more basic level, such as: Where do I get started? Often an individual may get mandate from an executive to spear-head creating a greater customer focus at the company. For those, here are seven steps for getting started: Read more »
Ginger Conlon | February 10, 2012
Social media is like a tornado, creating a whirlwind of open dialog between companies and their customers. This is how Get Satisfaction CEO Wendy Lea described social media to me when we recently discussed the topic. Read more »
Guest Blogger: Don Drews | February 9, 2012
In many ways, selling is a bit of a black art. We can't control the customer. They don't buy when we're absolutely certain this one's in the bag, and other times they surprise us with an order in the second meeting. Salespeople pump themselves up every day to go off into the unknown and find revenue. They work hard under a cloud of uncertainty, and at the end of the year, they've put up a number. Then management sticks them Read more »
Cynthia Clark | February 9, 2012
Customers have come to expect good products and service. What blows them away is when companies go beyond the line of duty, giving customers more than they expect. Read more »
Mila D'Antonio | February 8, 2012
Now that your company is just getting the hang of navigating the social world of Twitter, Facebook, and YouTube, along comes another site that you should start leveraging...Pinterest. Read more »
Tom Hoffman | February 7, 2012
The dawn of a new year often marks a spate of leadership changes within many companies and 2012 is no exception. This includes new marketing leaders that have popped up at Facebook (former Levi's CMO Rebecca Van Dyck), Kenneth Cole (former Anthropologie marketing chief Amy Choyne), Macy's (Martine Reardon has been promoted), and Gilt Groupe (Elizabeth Francis jumps from Intelligent Beauty). And while there are multiple factors that can drive changes in leadership changes (e.g. newly-appointed CEO brings in their Read more »
Guest Blogger: Kerry Bodine | February 6, 2012
If you're reading this post, there's probably at least one person in your company (you) who's already working to improve your customer experience in some way. That means your company's CX efforts fall somewhere on the curve below. Read more »
Mila D'Antonio | February 3, 2012
Satmetrix's Net Promoter Score has always brought about some interesting debates: Should organizations tie compensation to their? What is the ideal score to strive for? And should it be the single predictor of a company's growth? At the company's Net Promoter 2.0 conference held today and tomorrow in San Francisco, it seems like pundits may have a new discussion in which to participate. Read more »
Guest Blogger | February 3, 2012
I had the privilege to attend the recent 2012 NRF convention and was impressed with the buzz around loyalty marketing and customer centricity. In one session Macy's CMO Peter Sachse stated, "We don't need new customers. We need to keep the ones we have and get more out of them." Simple yet powerful; all marketers should take this approach--and will create more valuable brands as a result. Yet, why do so many companies continue to miss the mark here? Read more »
Guest Blogger: Charles H. Green | February 2, 2012
"Customer trust is down." You've seen plenty of headlines like that, especially in banking. But what does it really mean? Read more »
Cynthia Clark | February 2, 2012
Madonna's Super Bowl half-time show won't be the only attention grabber this Sunday. Mobile ads and location-based services will play an important role in this year's Super Bowl as companies include them in their marketing strategy in a bid to reach more customers and transform a moving image into a sale. Read more »
Ginger Conlon | February 1, 2012
Sure, most every company would like to handle customer service themselves. For some, let's just say, it's not their core competency. These companies look to outsourcers for assistance--but can you really outsource customer experience? Not if you think of it as getting the lowest price for cheeks in seats. Read more »
Tom Hoffman | January 31, 2012
There's been a lot of buzz about J.C. Penney lately now that the fledgling retailer has tapped former Apple retail czar Ron Johnson as its white knight. Much of the buzz has centered around Johnson's fair pricing strategy which is designed to keep prices low on the types of products its shoppers typically look for and, in part, by setting up its stores with low-priced merchandise on a monthly basis. Read more »
Elizabeth Glagowski | January 30, 2012
Whew! What a week. 1to1 Media and Peppers & Rogers Group's 2012 social media week was a great success. We met lots of readers and fans, got some great insight, and connected in ways we've never done before. If you missed any of it, here's a recap of our activities last week: Read more »
Ginger Conlon | January 27, 2012
When it comes to considered purchases it seems that everyone--B2B and B2C buyers alike--wants a second opinion. In fact, 100 percent of the nearly 100 respondents to 1to1's recent survey "How Social a Social Customer Are You?" seek recommendations on occasion before purchasing an item important enough to research before buying. While only about a third of the survey respondents seek recommendations prior to every considered purchase, only 4 percent rarely ask for recommendations. Read more »
Guest Blogger | January 26, 2012
Instead, many companies use social to promote a product, to sell, or to monitor brand mentions. To be truly effective at leveraging social to engage customers and foster loyalty, organizations must transition from using social as a one-dimensional broadcast device to a two-way communications channel that enables meaningful and personalized dialogue. Read more »
Cynthia Clark | January 26, 2012
Customers are communicating with their favorite brands in an ever-increasing number of ways; along with phone calls and emails, today's customers are increasingly using social media channels not only to follow and interact with companies they're interested in, but also to share their experiences with these organizations. Read more »
Cynthia Clark | January 25, 2012
Unless you have fresh ingredients, following a great recipe will not lead to a delicious meal. It doesn't matter which Michelin-starred chef penned the recipe or how well you follow it, the stars of the show are the ingredients, and they can make or break your dinner. Similarly, the stars in any company are employees, making hiring the right people and giving them the needed training, as well as constant retraining, an essential factor in creating a fantastic customer experience. Read more »
Anna Papachristos | January 25, 2012
Often, while browsing the Internet, I notice advertisements that pertain directly to items or topics I've just searched. When shopping at the mall, I'll suddenly receive an email that connects me with an offer for the very store I just left. The eerie wave of awareness stops me dead in my tracks and I wonder, where is Big Brother and how does he know my every move? Read more »
Mila D'Antonio | January 25, 2012
In business, we don't use social media for the sake of being social; we leverage social media to grow our business. However, how can we determine whether a social media marketing or sales strategy is proving beneficial to our bottom line when many of us are still struggling to determine how to measure the success of our social efforts? Read more »
Cynthia Clark | January 24, 2012
When Susan Boyle walked on the stage of Britain's Got Talent in 2009, both Simon Cowell and Piers Morgan gave the 47-year-old unemployed woman skeptical looks. She expressed her wish to become a professional singer, but had never been given the chance to make her dream come true. And from Cowell and Morgan's facial expression, they didn't seem to believe that her luck was about to change. Read more »
Guest Blogger: Bruce Temkin | January 24, 2012
In a recent study, Temkin Group and Peppers & Rogers Group examined the social media activities within companies. It turns out that less than 40 percent of large companies have achieved even modest value from their social media efforts, but nearly 90 percent expect to gain that value over the next three years. A lot of companies are expecting many good things from social media. To gain that value they'll need to have solid social media strategies and good execution. Read more »
Tom Hoffman | January 24, 2012
1to1 Media's Tom Hoffman speaks with SundaySky President and Chief Revenue Officer Jim Dicso about ways that companies can use online video to engage customers and form tighter relationships. Read more »
Guest Blogger: Megan Burns | January 23, 2012
Today we published Forrester's Customer Experience Index, 2012 (CXi). It's our fifth annual benchmark of customer experience quality as judged by the only people whose opinion matters: customers. The CXi is based on research conducted at the end of 2011 and reflects how consumers perceived their experiences with 160 brands across 13 industries. Read more »
Elizabeth Glagowski | January 23, 2012
What can Warren Buffett learn from Justin Bieber? Besides the latest dance moves, it turns out celebrities can teach CEOs and other business executives a thing or two about making personal connections with customers via social media. Until now, many executives have hidden behind their size when it comes to customer interactions. Social media tools like Twitter and others break down that barrier, allowing senior leaders and customers to interact in new and scalable ways. Read more »
Ginger Conlon | January 20, 2012
If you're not harnessing social to its full potential, we're here to help. 1to1 has joined forces with parent company Peppers & Rogers Group to bring you Social Media Week from January 23-27: five days of content and activities that aim to help you launch or improve your social media strategy. Why next week? We're celebrating the release of our social media-themed issue of executive journal Customer Strategist. The entire issue examines how social media drives customer engagement and business Read more »
Cynthia Clark | January 19, 2012
Adapt or die: It's an adage that many companies have had to heed to remain successful in times of change. New technologies threaten to sideline currently successful ones with the promise of better and faster service and output. Read more »
Mila D'Antonio | January 18, 2012
It's an exciting time to be a retailer. In addition to the announcement made on Monday at the National Retail Federation's Big Show in New York City that retail sales are forecasted to grow 3.4 percent this year, the show also demonstrated that retailers will soon be better positioned than ever to offer customers a seamless, innovative, and convenient shopping experience. Read more »
Tom Hoffman | January 17, 2012
1to1 Media's Tom Hoffman speaks with MediaRoost President Mark Krieger about steps that companies can take to deliver effective customer support via social media channels. Read more »
Elizabeth Glagowski | January 16, 2012
I opened my email today to a message from Zappos telling me my account may have been hacked. But I'm not alone. 24 million other customers received the same email. While Zappos has made a name for itself with its customer-focused culture, not everyone is a fan. This weekend it became the target of hackers. And the situation may test the relationship it has with customers. Read more »
Ginger Conlon | January 13, 2012
It seems that marketing folks are torn. In most organizations marketing "owns" social media monitoring and welcomes the opportunity it provides to interact with customers, but they don't want to get pigeon-holed into become the monitoring group, according to Chris Cottle, executive vice president of marketing and products at Allegiance. Cottle called this situation the dysfunctional social paradigm. Read more »
Guest Blogger: Zhecho Dobrev | January 12, 2012
I recently had a particularly bad self-service customer experience that prompted me to think about the experience gaps in many organizations' self-service offerings. Although my experience involved a self-pay kiosk at a parking garage, the basic principles can be applied across virtually any industry. Read more »
Cynthia Clark | January 12, 2012
With the second week of January coming to a close, the signs of the recent holidays are quickly disappearing. Spendthrifts have been replaced by savers and healthy salads are taking the place of gluttonous meals. What remains of the holidays are the resolutions to be better in 2012. For many marketers, resolutions include a stronger social media presence. According to the State of Social Media Marketing report, by Awareness, marketers want to increase their presence across social media marketing platforms, Read more »
Mila D'Antonio | January 11, 2012
Every organization and company has unique opportunities to create meaningful interactions with their customers every day, through any channel, by engaging customers and offering exceptional value with each touch point. Read more »
Tom Hoffman | January 10, 2012
1to1 Media's Tom Hoffman speaks with Russell Keziere, Senior Director of Corporate Marketing at Pegasystems, about steps that companies can take to leverage real-time analytics to tighten relationships with customers. Read more »
Guest Blogger: Kerry Bodine | January 9, 2012
2011 was a pivotal year for the field of customer experience. A major increase in the number and types of consumer technologies had a wide-ranging impact on daily life: People controlled their TVs with tablets, asked their phones questions, and played video games without using physical controllers. The extensive reach of these changes -- and the screaming pace at which they happened -- triggered a corporate awakening to the value of great customer interactions. Read more »
Elizabeth Glagowski | January 9, 2012
The online world is fast-paced and hectic. Many of us are so focused on keeping up, that sometimes we lose sight of the fact that there are other people out there too. Somewhere along the line snarky comments and impatience replaced common courtesy and politeness. Well, Real Simple magazine has had enough, and this week launched "Be Nice on the Internet" week. Read more »
Ginger Conlon | January 6, 2012
Everyone has a place they love to go because the customer experience is so fabulous. Yours may be a restaurant, boutique, hotel, or spa. It may even be a bank or gym or dry cleaner or copy shop. Or perhaps a gallery, theater, or museum. And the reasons you delight in the customer experience at your favorite place are as varied as the places themselves. The reason you enjoy the customer experience may be because of stellar customer service, but Read more »
Guest Blogger | January 5, 2012
Last year was an exciting one for the voice of the customer (VoC) world. We saw significant advancements in a number of key areas, including process, culture, and technology. Ultimately, these moves led to better experiences for customers and better financials for companies. Read more »
Cynthia Clark | January 5, 2012
With the holidays over, many retailers are offering deep discounts to get their stock moving. But businesses need to keep in mind that slashed prices aren't an excuse for bad customer service, especially considering the cutthroat competition they're facing. Read more »
Mila D'Antonio | January 4, 2012
In 2012, social media will continue to transform our society, businesses, and social discourse. But I wonder if executives are still largely unconvinced that engaging in social sites and blogs isn't relevant to their work. Read more »
Tom Hoffman | January 4, 2012
1to1 Media's Tom Hoffman speaks with Dan McDade, President and CEO of PointClear, about best practices for generating sales leads effectively. Read more »
Tom Hoffman | January 3, 2012
Quick Response (QR) codes are either poised to take off in 2012 or eventually join the junk heap of other tech flops such as the Apple Newton and Internet currency (remember Flooz and Beenz?). While the emergence of other technologies such as near field communications and digital watermarks may shape the durability of QR, ultimately, the potential for the technology rests with how effectively companies place customers at the center of their QR efforts. Read more »
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