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Mila D'Antonio | April 6, 2015
When you think of a customer-centric organization, you may think of Starbucks, the Ritz-Carlton, or Zappos. Becoming customer-centric is the aspiration of many companies, yet few understand that getting there is a journey, not a destination. Read more »
Guest Blogger: Roxana Strohmenger | April 3, 2015
We have all experienced it--a bad customer experience. Websites like Consumerist.com describe in empathy-inducing detail the "turmoil" that consumers experience, whether it be a customer having tape-recorded proof of a promise of service but the company stating they made no such promise or a company cancelling thousands of reward accounts due to insufficient proof of age, despite the inability of the customer to insert the required information. Read more »
Judith Aquino | April 2, 2015
Mobile devices are quickly evolving beyond smartphones and tablets into smartwatches, fitness trackers, and more but marketers are still struggling with the same issue: delivering compelling content on mobile devices. Read more »
Anna Papachristos | April 1, 2015
In recent years, consumers have become increasingly comfortable with expressing praise and concern via social media. Thus, as external behaviors evolve, so must internal service strategies. Within the hospitality industry, Best Western and its properties have seen an uptick in occupancy rates that can be directly correlated to their social engagement efforts. Read more »
Mila D'Antonio | March 30, 2015
Customer experience is on everyone's minds these days. From small businesses to enterprise organizations, engaging with the customer in personalized ways across all touchpoints in an organization has become paramount. Read more »
Guest Blogger: Victor Milligan | March 27, 2015
CX has rapidly moved from an ideal to an operational mandate. As Forrester's CMO, customer experience is one of my four strategic priorities. It's also tied to my compensation. How's that for focusing the mind? Read more »
Judith Aquino | March 26, 2015
Discussions about the evolution of healthcare in the era of the empowered consumer were front and center at the 12th Annual World Health Care Congress in Washington D.C. this week. The healthcare industry is undergoing a massive change as federal regulations and consumer expectations align, transforming an industry that has an infamously poor customer care record. Read more »
Anna Papachristos | March 25, 2015
Personalization remains paramount for marketers across industries. However, with the constant influx of customer data, it's increasingly difficult for brands to parse this information and bring insight to action. Consumers often find themselves in similar situations, as companies attempt to lure their business with extensive channel outreach. Individuals frequently drown in emails, texts, and social media posts that fail to capture their attention (and their eventual loyalty, too). Read more »
Tom Hoffman | March 24, 2015
Companies that consistently deliver exceptional customer experiences - companies such as The Ritz-Carlton, Apple, and USAA - don't get there by accident. They also don't rest on their laurels. They listen closely to what their customers are telling them and incessantly review and act on customer feedback, including processes that stand to be improved. Apple is a great example of this, having made recent modifications to the Apple Genius Bar through new mobile features. Read more »

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