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Guest Blogger: Rick Parrish | January 2, 2015
On a survey we conducted recently, a whopping 80 percent of customer experience (CX) professionals said their firms' goal is to be a CX leader in their industry or across all industries. Unfortunately, our CX Index shows that only 11 percent of companies succeed in delivering an excellent experience--one that would set them apart from competitors. Read more »
Mila D'Antonio | December 31, 2014
As news outlets and blogs publish their lists of the good, bad, and ugly for everything from movies, songs, YouTube videos, celebrity couples, technologies, and sports moments, to tweets, Instagram posts, hacks, images, selfies, advertisements, and so on, I'm joining in with my lists of cheers and jeers in the customer experience world. Here are the worst customer experiences in 2014. Read more »
Anna Papachristos | December 29, 2014
Sooner or later, all modern technologies get replaced. Some evolve to meet demand, while others drift off into oblivion. Voicemail, for instance, continues to fade fast, for this mode of communication has become increasingly bothersome in today's hyper-connected world. Read more »
Anna Papachristos | December 24, 2014
Whenever 'My Grown-Up Christmas List' comes on the radio, I cannot help but pause to hear (and judge) the given singer's word choice, for there's one line that irks me beyond belief. You see, while many artists, such as Kelly Clarkson, prefer to sing the all encompassing "and everyone would have a friend," others opt for the exclusionary "and every man would have a friend." (I'm looking at you, Natalie Cole.) Perhaps I'm being nitpicky, as there's clearly no malice Read more »
Tom Hoffman | December 23, 2014
In this age of hyper-connectivity and transparency, business leaders are increasingly recognizing the importance of contributing to their communities and to society. As organizational leaders examine the intersection of community and business, there's clearly an opportunity to do right by humanity while strengthening the brand and deepening customer relationships. As Owen Shapiro, president of Shapiro +Raj recently shared with me, "Corporate sponsorship is great if there's a business benefit to the organization while also doing good." Read more »
Mila D'Antonio | December 22, 2014
In his book, The Self-Destructive Habits of Good Companies: ...And How to Break Them, author Jagdish N. Sheth offers sage advice: "shine a light on the dark places in your business. Uncover self-destructive habits before they destroy you." Understandably it's hard to kick a bad habit, but with dedication and self-observation you can successfully break the most common bad business habits. Here are four to eliminate in 2015: Read more »
Judith Aquino | December 18, 2014
Facebook, the company whose mantra was once "move fast and break things," has decided it needs an empathy team. Business Insider reports that Facebook has created a team whose job is to understand what it's like to be a customer using their advertising products. Additionally, instead of referring to customers as "users," the social networking giant is now calling them "people." Read more »
Anna Papachristos | December 17, 2014
Behold, free shipping! One of life's small victories, particularly during the holiday season. For some online retailers, such offers have become universal, while others make consumers earn their reward. In my case, I met Free People's minimum purchase requirement by mere dollars. But, what I saved in shipping costs, I inevitably spent in time. Read more »
Tom Hoffman | December 16, 2014
December. That time of year when thoughts turn to holiday gatherings and unused PTO (paid time off). It's also that period when New Year's predictions articles accumulate like scraps of wrapping paper on Christmas morning. So with this in mind, here's the number one priority for customer experience leaders in 2015. Read more »

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