Back towww.1to1media.com
Anna Papachristos | March 19, 2014
There's nothing worse than rummaging through the aisles of the local Stop & Shop. Supermarket shopping has always been an unwelcome task, so when my mother and I were met with mile-long lines after an excruciatingly long day of running errands, we decided to approach this challenge with the utmost efficiency and speed. Read more »
Tom Hoffman | March 18, 2014
Business leaders use a variety of metrics to gauge the financial health and performance of a company. One of the most popular metrics used by marketers is Net Promoter Score (NPS), a simple loyalty measurement to gauge customer satisfaction and likelihood to recommend. Last week, I had a chance to speak with Satmetrix data scientist Brendan Rocks about the results from the company's 2014 Net Promoter Industry Benchmarks reports. The findings offer a glimpse into some of the aspects of Read more »
Mila D'Antonio | March 17, 2014
Over the years, the patient experience in healthcare has become routinely difficult-- problems getting an appointment, the requisition of their personal data over and over, and then there's the long wait. Jerry Seinfeld satirized the infamous long waits in his show: Read more »
Guest Blogger: Rick Parrish | March 14, 2014
Things have been tough for US federal customer experience (CX) lately: budget, procurement, IT management, and other problems I've already detailed have hamstrung federal agencies' efforts to truly elevate their customer experiences. The worst failure was of course the healthcare.gov debacle, which--as I wrote about last month--tarnished both the Affordable Care Act and the President himself. But other problems, like the claims backlogs at the Department of Veterans Affairs (VA) and Social Security Administration (SSA), have been growing, too. Read more »
Cynthia Clark | March 13, 2014
Flying is, for some people, a necessary evil. It's a convenient--and many times the only--way to get from one place to another, as long as you're willing to check your comfort with your suitcase. Read more »
Anna Papachristos | March 12, 2014
Once upon a time, there was no such thing as the Facebook News Feed. There was no stalker sidebar and the homepage existed primarily to display the names of friends who'd "poked" you back. But, fast forward 10 years to the present day, and you'll see that much has changed throughout Facebook's lifetime. Though it still serves as an incredible tool for reconnecting with old buddies and staying in touch with new friends, advertisements and outside influencers continue to creep Read more »
Tom Hoffman | March 11, 2014
The healthcare industry is undergoing a dramatic shift. In addition to the changes that are occurring as a result of the Affordable Care Act, healthcare insurers and practitioners -- including physicians, hospitals, and clinics - will increasingly have to compete for customers (patients) as consumers take a more active role in their treatment and also exercise greater choice in the healthcare providers and practitioners they use. Read more »
Mila D'Antonio | March 10, 2014
Last week showrooming reared its ugly head when both Staples and Radio Shack announced major store closings. The office supply giant plans to close as many as 225 North American stores while slashing annualized costs by up to $500 million by the end of 2015. Radio Shack plans to close 1,100 of its 5,200 stores. Read more »
Guest Blogger: Sam Stern | March 7, 2014
In my latest research report for Forrester, "Drive Customer-Centric Employee Behavior With Rewards And Recognition," I describe how companies modify their reward and recognition programs to drive more customer-centric employee behaviors. Read more »

More
... 2 3 4 5 6 ...

X

Subscribe for our Free e-newsletter and get the latest in CRM strategy delivered weekly to your inbox! Subscribe now!

X

Did you enjoy this content?
Sign up for our FREE e-newsletter!