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Tom Hoffman | January 5, 2016
Companies in the private sector continue to adopt customer experience metrics such as customer effort score and Net Promoter Score to get a better handle on how satisfied customers are and to help determine whether customer experience investments are paying off. As government agencies become more citizen-centric, the public sector is also beginning to apply greater focus to applying customer experience measurements. Read more »
Mila D'Antonio | January 3, 2016
As we embark on a new year, we can't forget the dominant trends of 2015. From virtual reality to the rise of the digital world, the past year saw emerging technologies that will likely help to elevate the customer experience throughout 2016. 1to1 Media covered numerous trends that influenced the customer experience. Let's revisit our top 10 articles based on the number of page views. Read more »
Judith Aquino | December 31, 2015
Walled gardens are good for business. Walled gardens are bad for business. The long-running debate on the value of closed platforms where a company maintains control over applications and content became even more relevant this year as walled gardens expanded across the Internet. Read more »
Anna Papachristos | December 30, 2015
Countless ethnic and racial groups go unnoticed despite the growth of an increasingly diverse society. Marketers cater to the supposed majority, ignoring cultural differences to garner the greatest returns possible. For many, this inability to expand such outreach derives itself from an insurmountable lack of CMO support. But, as engagement methods continue to multiply, allowing marketers to target consumers as both groups and individuals, executive buy-in may soon be the only missing link between marketers and millions on untapped prospects. Read more »
Tom Hoffman | December 29, 2015
Consumers' use of mobile devices continues to surge. Year-over-year global mobile data traffic is expected to rise 59 percent in 2015, according to Gartner. But even as consumers become increasingly reliant upon their mobile devices to communicate and interact with businesses, this doesn't necessarily translate into a satisfactory mobile experience. Just 45 percent of consumers are satisfied with retail mobile applications while just 47 percent say they're satisfied with retail websites, according to a 2015 study by Adobe. Meanwhile, mobile Read more »
Mila D'Antonio | December 28, 2015
As we near the end of 2015, it's time to look back at the year's customer experience successes and failures in the hope that companies don't disregard them and that true learning develops from these mistakes. Read more »
Judith Aquino | December 24, 2015
What a difference a year makes. While the 2014 holiday season was marked by the hashtag #snowmageddon with photos of cars buried under snow, this year's holiday season will be remembered as the warmest December on record. Temperatures on December 12 and 13 even broke a 142-year-old record across the eastern U.S., reports AccuWeather. Read more »
Anna Papachristos | December 23, 2015
Peace on Earth and goodwill toward man--admirable concepts, particularly at this time of year, but still considerably lacking among the general public as of late. You see, 'commercialism' has become the C-word that defines the season, not 'Christmas' or 'Chanukah' even, putting the focus on 'me' ahead of 'we' more and more each year. Thus, as shoppers make their final purchases and travelers embark upon their journey home, we must take some time to assess how our self-involved behaviors impact Read more »
Tom Hoffman | December 22, 2015
My colleague Anna Papachristos recently wrote an insightful article about the findings in Accenture Strategy's 2015 B2B Customer Experience report. The report underscored how despite the understanding of executives about the value that B2B customer experience initiatives can generate, the vast majority of B2B companies are missing out on revenue growth opportunities due to poor performance. In a follow-up interview I conducted with Robert Wollan, senior managing director, sales and customer services, Accenture Strategy, Wollan noted that one of the Read more »

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