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Mila D'Antonio | July 28, 2014
Earlier this month, Google Co-Founder Larry Page entertained the notion of businesses implementing a four-day work week during a fireside chat with Google co-founder, Sergey Brin, when he said that everyone needing to work frantically "is just not true." Read more »
Guest Blogger: Sam Stern | July 25, 2014
PURE insurance is using its customer-obsessed business model to stand out in the insurance industry. Since its start in 2006, PURE has grown more than 40 percent each year, and has one of the highest Net Promoter Scores in any industry. Read more »
Judith Aquino | July 24, 2014
The stakes for understanding mobile users are rising quickly as people spend more time on their smartphones. Recent acquisitions suggest that companies are racing to build up their knowledge of mobile users and provide a better customer experience. Read more »
Anna Papachristos | July 23, 2014
If you wander to the back corner of the women's section in your local American Eagle Outfitters, you may notice something slightly out of the ordinary. At first glance you'll recognize the store's standard selection of crop tops, short shorts, and babydoll dresses. But closer inspection will reveal that each item features the same, albeit unexpected, characteristic--everything's one-size-fits-all. Read more »
Tom Hoffman | July 22, 2014
Companies are increasingly using customer experience metrics to gauge the health of their customer relationships. But as companies continue to up their investments in customer-focused initiatives, CEOs, CFOs, and other members of the senior management team demand to know what the returns are on those efforts. Read more »
Mila D'Antonio | July 21, 2014
We've all called a customer service department at one point or another and have encountered pushy or unhelpful customer service reps. Last week, the experience that San Francisco-based tech blogger Ryan Block encountered with an unnamed agent when he called Comcast to cancel his service, takes the cake. Read more »
Judith Aquino | July 17, 2014
Monique Bonner, vice president of global marketing at Dell, kicked off the 15th Anniversary Marketing World 2015: A Frost & Sullivan Executive MindXchange conference by talking about 1996. This year was notable, Bonner explained, because it was the year she learned about the concept of one-to-one marketing, which Don Peppers and Martha Rogers introduced in their book, The One-to-One Future. Read more »
Anna Papachristos | July 16, 2014
Facebook has forever changed the way Internet users interact with one another. Though only 10 years old, the infamous social network has revolutionized the way friends and family stay in touch, while also introducing an innovative way for brands to bond with their customer base. But, as the site continues to draw scrutiny about its questionable practices, long-term loyalty may be waning. Read more »
Tom Hoffman | July 15, 2014
According to the 2014 Temkin Experience Ratings, wireless carriers rank in the middle of the pack with respect to the customer experiences they deliver, ahead of industries such as hotels and Internet service providers. My own recent experience with one of the largest carriers in the U.S. demonstrates how one customer experience can leave a lasting impression. Read more »

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