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Tom Hoffman | December 31, 2013
When we look back at 2013, there were a number of key developments which had a profound impact on marketing organizations. Location-based marketing, social media engagement, real-time marketing, just to name a few. Read more »
Mila D'Antonio | December 30, 2013
The importance of delivering an optimal customer experience cannot be overstated. This year saw some notable blunders. Here are five that I believe stood out the most. Read more »
Guest Blogger: Vanessa Saulsberry | December 27, 2013
While most people looked ahead to 2014, I did exactly the opposite. I reflected on some of my more sour moments and realized what I learned from them. Typically I'm the most jovial customer, but in a brazen spree of outrage and deceit I did some things that I can't take back, so this is my moment of penance: Read more »
Cynthia Clark | December 26, 2013
Customer feedback is essential for organizations that can use these insights to determine what's working and what needs to be changed within their organization. Recognizing this, many companies are making an effort to collect a good amount of customer feedback that will help them make the necessary improvements to their service efforts. Read more »
Anna Papachristos | December 25, 2013
It's practically impossible to avoid the evils of our existence during the holiday season. From news reports about brawls at the mall, to the Humane Society's gut-wrenching commercials, we can see that all isn't merry and bright no matter how many lights we rig up outside. Even this year's holiday programming highlights how far we've distanced ourselves from the ideals that once rang from the rafters all season long. Read more »
Tom Hoffman | December 24, 2013
We've all had to endure long wait times for visits at doctor's offices. And while making an appointment for a medical condition isn't the same as experiencing a delay in service at a bank or an auto repair shop, it can be just as infuriating - sometimes more so. Perhaps this is because so many of us feel undervalued when we're forced to wait while other patients who arrive after we do are seen first. It also doesn't help that Read more »
Mila D'Antonio | December 23, 2013
Whether it's the airlines embracing mobile to assist customers, a bad-boy company promising to make over its service standards, or the launch of new technology that will change how consumers pay for everyday retail goods, these 10 customer experience incidents will change the course of how organizations deliver customer experiences. Read more »
Cynthia Clark | December 19, 2013
We're right in the middle of the holiday season and like every other year, organizations are trying their utmost to make the most out of holiday cheer to encourage consumers to make purchases or at least to remain top of mind. Read more »
Anna Papachristos | December 18, 2013
While many consumers are scrambling to purchase last-minute gifts, others are plotting and planning their holiday travel itinerary. But travelers aren't the only ones preparing for the rush at the airport. Many travel businesses are now using Big Data, behavioral trends, and text analytics to adjust their operations accordingly. Read more »
Tom Hoffman | December 17, 2013
Old school salespeople like to pride themselves on their ability to close the deal through their interpersonal skills and sales savvy. They're often the first to admit that they've done their homework to gain a deeper understanding of the needs and interests of a particular client or prospect in order to deliver on what the client is looking for. But increasingly, forward-thinking sales leaders and their teams are relying on customer and prospect data along with the use of analytics Read more »
Mila D'Antonio | December 16, 2013
As 2014 approaches, business leaders everywhere are making their New Year's resolutions, targeted and prioritizing specific goals to help improve the omnichannel customer experience, increase customer loyalty, and ultimately advance their businesses. For many, two resolutions will appear at the top of their lists: to convert more leads into sales and to better understand and manage Big Data. Read more »
Guest Blogger: Sam Stern | December 13, 2013
Earlier this year, I spoke with Kathleen Cattrall, Interim Chief Experience Officer, at VCA Animal Hospitals about the company's customer experience transformation efforts. VCA is a publicly traded company (fittingly, their NASDAQ ticker symbol is WOOF) that owns and operates more than 600 pet hospitals in the U.S. and Canada. Its work to create more customer-centric hiring processes features in my latest report, "How to Hire and Onboard Customer-Centric Employees." Read more »
Cynthia Clark | December 12, 2013
Remember a time when customers were exposed to organizations almost solely through television commercials, newspaper and magazine ads, and mailings? Today, brand mentions seem to be thrown at us from all directions. Open your inbox and there are a handful of promotions, click on a website and advertisements pop up on the side. Read more »
Anna Papachristos | December 11, 2013
Starbucks has become the unofficial official refueling station of the holiday season. Yes, it's quite likely that you will spend more time waiting in line for a peppermint mocha whatchamacallit than you will for any of the must-have items on your shopping list. Yet, while standing in line for an overpriced, holiday-themed beverage may be frustrating to many, for those with simple tastes, the experience can be rather comical and mildly entertaining. Read more »
Tom Hoffman | December 10, 2013
Thanks to behavioral shifts and technological advancements, marketing is undergoing a dramatic evolution. Historically, companies have tried to sell as many products as possible to customers, either through direct mail campaigns and other techniques. Then, as digital channels began to emerge, marketing leaders would attempt similar batch-and-blast campaign approaches through email, mobile, etc., often resulting in disjointed messages that carry little context about the customer and their needs. But with so much information that's now available about customers through the Read more »
Mila D'Antonio | December 9, 2013
It's that time of year again when goal-setting for the year ahead and reflections on decisions rendered become routine. Business leaders everywhere are no exception, as now is the time to look ahead at ways to stand out from the competition and enhance the customer experience. Read more »
Guest Blogger: Harley Manning | December 6, 2013
Last month it was my pleasure to host Forrester's Customer Experience Forum EMEA in London. The theme for the event was "boost your customer experience to the next level," which we picked because we know that attendees of our events are at widely (sometimes wildly!) different levels of customer experience maturity. Read more »
Cynthia Clark | December 5, 2013
Navigating the healthcare system can be challenging and intimidating for individuals and changes that are currently taking place can make it even more confounding. Read more »
Anna Papachristos | December 4, 2013
From Black Friday to Cyber Monday, the past week has been filled with nothing but advertisements and promotions galore. Fifty percent off this, 25 percent off that--it's enough to make your head spin! But for Photojojo, the photography fanatic's online destination, garnering attention was not just a gimmick. It was borderline genius. Read more »
Tom Hoffman | December 3, 2013
A major event for my family over the past several months was my mother's decision to sell her house and move to an independent living facility. There were a lot of moving parts associated with this move, including putting mom's house on the market, selecting an independent living center that met her needs, deciding which furniture and belongings would be moved to her new residence, packing, scheduling the shut off of her utilities, etc. Add it up and it can Read more »
Mila D'Antonio | December 2, 2013
So you've survived Black Friday--the long lines, the impassible parking lots, and the in-store brawls over door buster sales. It's time to settle into a comfy chair, or close your office door, and start shopping online on this Cyber Monday. Read more »