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Judith Aquino | January 15, 2015
Dressing rooms are an important, but often neglected part of the customer journey. Shoppers frequently make their purchase decisions in poorly lit rooms, sometimes without a mirror. And if they need another clothing size, they have to flag down a sales associate. But like other areas in retail, dressing rooms are getting a makeover. Read more »
Anna Papachristos | January 14, 2015
Engagement and experience have always walked hand-in-hand. But, as technology progresses, this symbiotic relationship holds more importance than ever before. Thus, big brands have jumped at the opportunity to incorporate augmented reality (AR) applications to engage consumers in new ways at every stage of the customer journey. Such technologies allow companies to expand upon the traditional experience, bringing added value to the average consumer. Read more »
Tom Hoffman | January 13, 2015
Ongoing changes in consumer shopping behavior continue to place pressure on retailers. For instance, while retailers saw a projected 4.1 percent lift in holiday spending by consumers, U.S. retail store sales fell 8 percent during the 2014 holiday season, according to respective reports by the National Retail Federation and RetailNext. Read more »
Mila D'Antonio | January 12, 2015
With the holiday shopping season behind us, retailers have planned a tidal wave of store closings for 2015. Among the closings are Macy's, JCPenney, Guess, Radio Shack, as well as teen apparel stores Delia's, Aeropostale, Wet Seal, and Abercrombie & Fitch. Read more »
Guest Blogger: Sam Stern | January 9, 2015
We have entered the age of the customer--when companies only win by being customer-obsessed and delivering exceptional experiences. This is great news for customer experience professionals. Their skills and expertise are in demand, and at Forrester Research, we expect customer experience to continue its maturation into a full-fledged profession. Read more »
Judith Aquino | January 8, 2015
Selfies keep getting fancier. I'm referring to the invention known as the "selfie stick." Instead of being limited by the length of your arm, mounting a smartphone on an extendable pole makes it possible to capture moments in their wide-range glory. Read more »
Anna Papachristos | January 7, 2015
With each passing year, customer expectations become increasingly daunting. Companies find themselves racing to keep pace with the latest strategies and technologies. Yet, often times, the greatest innovators are those who keep things simple. Read more »
Tom Hoffman | January 6, 2015
The automotive customer experience is becoming increasingly digitized. Automotive electronics are now embedded in drive trains, controls, and in dashboard systems. And while companies such as NVIDIA are making headlines with advances in autonomous driving capabilities at this week's 2015 Consumer Electronics Show in Las Vegas, the connected car is also creating a host of customer experience opportunities for marketers and automotive customer care leaders to act on. Read more »
Mila D'Antonio | January 5, 2015
What constitutes a great customer experience? According to The Temkin Group, it's a combination of three aspects of a customer's interaction with a company--functionality, accessibility, and emotionality. Read more »

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