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Tom Hoffman | October 7, 2014
There are multiple ways that organizational leaders measure customer experience, including first contact resolution (FCR), customer satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES) to name a few. In observation of CX Day (#CXDay), a date that's celebrated by the CXPA to recognize great customer experiences and the professionals who make them possible, I thought I'd share a few observations - and predictions - as to how customer experience measurements will change in coming years and the factors behind Read more »
Mila D'Antonio | October 7, 2014
Creating the perfect customer experience is a challenge for many of us. In recent years, we've seen many customer experience blunders. J.C. Penney, for instance, stands out as one of the most well known when it overhauled its operations without asking many customers what they wanted. The company changed the layout of nearly every store, overwhelming and losing long-time customers resulting in a 25 percent sales loss in one year. Read more »
Mila D'Antonio | October 6, 2014
According to the Temkin Group's recent report, The State of Customer Experience Management, 2014, six out of 10 large companies want to be their industry's CX leader within three years. In many cases, customers who report having good experiences with companies are likely to recommend those brands to friends and buy from them again. Read more »
Judith Aquino | October 2, 2014
Real-time data is essential for optimizing a campaign, but is it overused? And what defines performance? Yesterday, executives from Time Inc., MSN Global Marketing at Microsoft, Mediahub and more tackled these questions in a panel discussion hosted by publishing company Purch as part of the networking marathon known as Advertising Week in New York City. Read more »
Anna Papachristos | October 1, 2014
Within the last few years, digital strategies have flipped traditional business models upside, emphasizing ambition and ability over company size and seniority. Thus, as organizations move beyond transactional interactions to build upon customer relationships, flexibility will be essential for enduring success. Read more »
Tom Hoffman | September 30, 2014
This past weekend, my kids and I surprised my wife on her birthday by taking her on a guided tour of the remnants of a former castle that sits on an island in the Hudson River. It's something that she's been dropping hints about for a while and she greatly enjoyed the excursion. After the tour, we decided to grab lunch at a nearby restaurant and it was here that I was reminded why it's so important for customer-facing staff Read more »
Mila D'Antonio | September 29, 2014
Advertising Week 2014 got underway this morning in New York City, with the organization even ringing today's closing stock market bell. Read more »
Guest Blogger: Sam Stern | September 26, 2014
In my last Forrester Research report, Standardize Great Customer Experience Delivery, I look at how companies create, share and assess customer experience standards. Done well, CX standards prevent avoidable customer experience mistakes, ensure consistent experience delivery, and set a high bar for customer experience quality. But bad CX standards are worse than no standards at all. Read more »
Judith Aquino | September 25, 2014
At Uber, employees receive a reward for an idea that isn't implemented, i.e., a "losing idea" as well as ideas that are adopted, said Uber General Manager Chris Nakutis. Read more »

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