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Guest Blogger: Harley Manning | January 31, 2014
My colleague John Dalton and I recently published a report outlining our major predictions for customer experience in the coming year. What we envision is perhaps best summed up by the old William Gibson quote: "The future is already here, it's just not evenly distributed." Read more »
Cynthia Clark | January 29, 2014
In an uber competitive world, organizations are doing their utmost to retain their edge, allowing them to not only remain competitive, but also grow. The most forward-thinking companies have long realized that having a good product or being able to deliver a great service isn't enough. Success requires hiring the right people, being able to train them, keep them engaged, and retain them within the company. Read more »
Anna Papachristos | January 29, 2014
With companies across industries expanding their reach to the social and mobile sphere, brands are feeling the increasing pressure to hop on the bandwagon. From forming a Twitter presence, to creating a mobile application, brands find many of their emerging strategies tied to what the competition has already developed. Yet, while it's smart to remain vigilant and aware of other leaders within the given industry, following the beaten path may not be the smartest way to engage consumers. Read more »
Tom Hoffman | January 28, 2014
Customers use a variety of channels to research products and find answers to issues they're trying to resolve. Because customers use multiple channels in their interactions, it's important for marketers to use mixed media to try to reach target customers based on their channel behaviors and preferences. However, many marketers continue to over-emphasize certain channels in their efforts to engage specific customer segments (e.g. Twitter, mobile for Millenials) while often overlooking the business value of using traditional channels to reach Read more »
Mila D'Antonio | January 27, 2014
While attending a cocktail party in December, I met a woman who returned to the U.S. that day from Costa Rica. She was a flight attendant and drove directly to the party from JFK airport. When I asked her which airline she worked for, she replied, "the worst airline in the world." I responded, "Let me guess--United Airlines." Read more »
Guest Blogger: James McQuivey | January 24, 2014
Marketers, you are officially on notice: The very idea of 'brand relationship' is going to become irrelevant thanks to digital disruption. If you continue to focus on building a wonderful brand relationship with your customer, you will one day awake to find that someone else has taken your place in your customer's life. Not with a more compelling brand relationship, but with a more compelling digital customer relationship. Read more »
Cynthia Clark | January 23, 2014
Mobile has taken the world by storm. Especially because it is always within reach, the device is providing multiple opportunities for organizations to interact with their customers and prospects. Read more »
Anna Papachristos | January 22, 2014
At one time or another, we all crave attention. We feel alone, so we reach out to friends and family in any way we can. From Facebook and Twitter, to phone calls and text messages, we do our best to make sure our voice can be heard by anyone willing to listen. But, just as such actions can make someone seem desperate, companies that exhibit similar behaviors are seen as annoying and relentless--two characteristics most brands typically try to avoid. Read more »
Tom Hoffman | January 21, 2014
One of the big buzz words among marketers and contact center leaders these days is omnichannel. In simple terms, omnichannel is an integrated customer experience across any and all touchpoints a customer may happen to use. One of the keys to delivering seamless omnichannel customer experience is to connect the dots between channels so that customers can move effortlessly from one touchpoint to the next in their journeys. But one of the most important things for business leaders to bear Read more »
Mila D'Antonio | January 20, 2014
While investigators sort through just how thieves compromised about 40 million payment cards and the information about 70 million Target customers, businesses must use this latest breach as a reminder to reinforce their standards that ensure their data stays safe. As important, they must develop communications preparedness plans to alert customers of potential threats. Read more »
Guest Blogger: Cory Munchbach | January 17, 2014
Marketing is in trouble. In a world in which the empowered customer asserts her needs and wants with abandon, marketing hasn't done a great job of adjusting its budget, strategy, and energy toward putting the customer at the heart of what they do. Read more »
Guest Blogger: Vanessa Saulsberry | January 17, 2014
"Eeeek eeeek. Wakka wakaa!" That is one of the many calls of the gregarious meerkat. Translation: probably something like "Run, Forrest! Run!" It's a constant battle for meerkats to protect themselves from the elements of the blistering Kalahari Desert. Each day must be meticulously calculated and every member must work in concert to stave off a startling range of threats, and capitalize on tasty opportunities. Read more »
Cynthia Clark | January 16, 2014
January tends to be a quieter month for retailers after the rush of the holidays. Not only are many consumers shopped out, but the receipt of credit card bills can be a rude awakening of holiday overspending. Read more »
Anna Papachristos | January 15, 2014
Marketing campaigns require great care and thoughtful execution. Those involved must weigh both the positive and negative repercussions before following through. Yet, when one stops to contemplate the CW's latest television promo for The Originals, it's hard to believe any such deliberation went into its conception at all. (Watch the ad via Entertainment Weekly here.) Read more »
Tom Hoffman | January 14, 2014
For decades, veteran service organizations such as the American Legion, Veterans of Foreign Wars, and AMVETS have helped U.S. military veterans connect with one another. But as thousands of men and women return from combat in Iraq and Afghanistan, many of these soldiers are looking for immediate ways to unite with their comrades and peers. As a former Army infantry officer who served in Iraq, Paul Rieckhoff saw an opportunity to connect recent veterans through digital channels. Read more »
Mila D'Antonio | January 13, 2014
Today kicks off The NRF 103rd Annual Convention & EXPO at the Javits Convention Center in New York City and more than 30,000 retail professionals from around the world are expected to attend. I also look forward to attending the conference tomorrow to learn the trends and to see firsthand the technologies that will shape customer experience in retail this year. Senior Writer Cynthia Clark is there today and will share her findings in 1to1 Media's blog on Thursday. Read more »
Guest Blogger: Harley Manning | January 10, 2014
In a previous post I wrote about speakers at Forrester's Customer Experience Forum EMEA who represented companies in the "repair" phase of customer experience maturity. Their mission: Find broken experiences, fix them, and measure the results. Read more »
Cynthia Clark | January 9, 2014
There is no doubt that mobile has revolutionized the way we live. Not only are we connected 24/7, but mobile has uncovered interaction opportunities that were not available before. Read more »
Anna Papachristos | January 8, 2014
Most have come to accept that, when people want to have their voice heard, they typically take to the Internet to share their plea or opinion. Yet, while Facebook and Twitter have become the most common places to air one's frustrations, one young girl created a petition to shine light on her cause. Read more »
Tom Hoffman | January 7, 2014
Over the past weekend, I stumbled across an article about how AT&T is offering T-Mobile customers up to $450 in incentives to switch wireless providers. AT&T's program, which includes a $200 credit plus a phone trade-in that could be worth up to $250, is in response to T-Mobile's recent efforts to attract new customers by offering cheaper prices and greater flexibility. In a market where customer churn is particularly high, it begs the question as to whether a company can Read more »
Mila D'Antonio | January 6, 2014
As we enter into 2014, we look for help and advice in organizing our businesses and teams. We also look toward experts' forecasts and trends to help us best prepare for the year ahead and to decide where to focus key investments. Read more »
Guest Blogger: Kerry Bodine | January 3, 2014
Companies can turn to a variety of experts -- like interactive agencies and customer experience transformation consultants -- for help with improving or innovating the customer experience. But despite years of experience and a thriving professional network, one type of expert remains virtually unknown to customer experience professionals: the service design agency. Customer experience professionals should seek out service design agencies because: Read more »
Cynthia Clark | January 2, 2014
The holidays are over and what remains are the extra few pounds that many of us have piled on while celebrating with our loved ones. And, of course, the memories of the holiday season. Read more »
Anna Papachristos | January 1, 2014
When business becomes crazy during the holiday rush, companies are prone to making the occasional mistake. Luckily, in retrospect, these problems often become teaching moments that influence future improvements and programs. For many, social and mobile tactics still lack the strength necessary to garner loyalty and engagement. These tools offer vast opportunities, but while most brand recognize the potential for success, many have yet to integrate these channels into their overall marketing and sales strategies. Read more »