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Tom Hoffman | August 16, 2016
According to recent research released by Russell Reynolds Associates, turnover rates among Chief Marketing Officers (CMOs) are at their highest levels since the executive search firm began tracking marketing officer appointments four years ago. The good news for many CMOs is that 61 percent of CMOs left their companies in the second half of 2015 for new opportunities, with 75 percent of the departees remaining in the same industry. But as CMOs are under the gun to shift their focus Read more »
Mila D'Antonio | August 15, 2016
Lately, the mantra for retail seems to be "evolve or die." In the wake of Macy's announcement that it will be closing 100 of its 700 stores next year to divert resources to online, retailers seems to be scrambling to find ways to stay relevant. Read more »
Tom Hoffman | August 9, 2016
When company executives explore mergers and acquisitions (M&A), they typically focus their due diligence on key areas such as the strategic fit between the two companies, whether margins for the target company are growing or shrinking, liabilities held by the target company, whether there's an overlap between the respective customer bases, if there are any hidden dangers lurking with systems integration, etc. Ultimately, the goal of such deals is to increase shareholder value. Going forward, leaders from acquisition-minded companies may Read more »
Mila D'Antonio | August 8, 2016
The opening Olympic ceremonies in Rio de Janeiro got off to a disappointing start. According to Nielsen, the broadcast was down 35 percent from the 2012 London Opening ceremonies. The opening ceremonies this year drew 25.5 million viewers. However, a closer look at the overall viewership across devices and screens reveals what might wrap up as digital media's gold metal moment. Saturday was the best day ever for NBC Olympics digital platforms, with 155 million livestreaming minutes (up 263 percent Read more »
Judith Aquino | August 4, 2016
Customer relationship management or CRM has come a long way. Over several decades, CRM systems have evolved from a variety of business programs into software that many businesses rely on today. And the market continues to grow. Forrester Research estimates that the CRM market will reach $33 billion by 2017, up from $24 billion in 2015. Read more »
Tom Hoffman | August 2, 2016
There are multiple components that shape a customer's experience. The level of effort required on the part of a customer to interact with a company; whether a company recognizes a customer and can personalize the experience; the knowledge, engagement, and empathy shared by customer-facing employees, etc. As Temkin Group points out, emotion plays a critical part in a customer's experience and has a significant impact on customer loyalty. Yet it's an area where companies are often least adept and don't Read more »
Mila D'Antonio | August 1, 2016
Jean-Baptiste Alphonse Karr said, "The more things change, the more they remain the same." In recent weeks, this statement has rung true for me, as I, along with our editorial team, have been reading through older content in our process of migrating everything to our new website to meet our September 1st re-launch date. Read more »
Tom Hoffman | July 26, 2016
As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls hitting contact centers has been shrinking. Indeed, while volume in every digital channel continues to grow for customer service, contact centers have seen call volumes decrease by 12 percent, according to the 2016 Global Contact Centre Benchmarking Report conducted by Dimension Data. What this also means is that a growing percentage of calls that are reaching Read more »
Judith Aquino | July 21, 2016
Earlier this week, Unilever announced it was buying Dollar Shave Club, with Fortune reporting the sale price for the California-based company as $1 billion in cash, making it one of the largest acquisitions in the e-commerce and subscription markets in recent years. Read more »
Judith Aquino | July 14, 2016
On Thursday, Mastercard unveiled enhancements to its digital payments service, Masterpass, making it easier to make mobile payments across a wider number of channels and devices. Masterpass was already available for online purchases that were made on phones, tablets, and other devices. Read more »
Mila D'Antonio | July 13, 2016
You've heard of "Christmas in July," but what about Black Friday in July? Yesterday, for the second year in a row, Amazon held its Amazon Prime Day, its mid-year Black Friday type of event. The single day of deals started last year when the company celebrated its 20th anniversary. Read more »
Tom Hoffman | July 12, 2016
There's a goldmine of valuable data in the cross-channel interactions customers conduct. 1to1 Media's Tom Hoffman recently met up with Jason Rose, Gigya Senior Vice President, Marketing, to discuss key trends in customer identity management and how information shared by customers in their omnichannel interactions can be used to deliver more personalized customer experiences. Read more »
Judith Aquino | July 7, 2016
Sports Authority customers can expect to hear from Dick's Sporting Goods in the near future. Sports Authority, which recently filed for Chapter 11 bankruptcy protection, has sold its intellectual property including about 114 million customers' files and 25 million email addresses to Dick's Sporting Goods in an auction, Los Angeles Times reports. Read more »
Tom Hoffman | July 5, 2016
One of the most infuriating things for customers is when they are hit with hidden or unexpected fees. Prime examples include being slapped with a double ATM fee for a cash withdrawal (the fee charged when you use an out-of-network ATM and then the penalty that your own bank imposes). Or when a hotel charges separate WiFi fees for each device that's used. One of my favorites is the convenience fee that's levied when ordering concert or other types Read more »
Tom Hoffman | June 28, 2016
Customers are increasing their use of digital channels such as mobile and social media to resolve product and service issues and receive support from companies. But does this mean that voice support will disappear altogether? 1to1 Media's Tom Hoffman recently explored these issues and what the future holds for customer service with Shep Hyken, customer service expert and Chief Amazement Officer at Shepard Presentations, at the Pegaworld 2016 conference in Las Vegas Read more »
Mila D'Antonio | June 27, 2016
In every conversation regarding the merits of customer experience strategy, one question always resonates: How to tie it to revenue. According to Forrester, there's no debate. Better customer experience correlates to better revenue across most industries. Read more »
Tom Hoffman | June 21, 2016
Last week was the 8th grade formal for my daughter Caroline's class. Leading up to the dance, her friends informed her that a certain boy was planning to invite her. You know how these types of things can play out in Middle School. Anyway, with just a week to go before the big event and growing restless, Caroline, who tends to be a bit shy, decided to break out of her own comfort zone and ask the boy to the Read more »
Mila D'Antonio | June 20, 2016
It brings me great pleasure to announce the call for entries for our annual Customer Champions Awards is open. Every year for the past 12 years, 1to1 Media has honored individuals at companies who go above and beyond for customers and employees. Our annual awards program strives to give customer-minded leaders praise and distinction by highlighting their accomplishments and celebrating their wins. Read more »
Tom Hoffman | June 14, 2016
When people think of next best action marketing, they often associate it with steps that marketers can take to apply everything that's known about a customer to try to sell him or her another product or service. But as two customer experience leaders at British Gas shared at Pegasystems' Pegaworld 2016 conference last week, next best action technologies and techniques can also be used to better understand each customer and to take the next steps that are best suited for Read more »
Mila D'Antonio | June 10, 2016
When it comes to designing, delivering, and optimizing the customer experience, it's amazing how many mistakes companies make. Recently, experts in the space have been busy writing about how to avoid making such blunders. Read more »
Tom Hoffman | June 7, 2016
The Internet of Things is generating a mix of both excitement and apprehension around opportunities for transmitting data between connected devices and new services that can be delivered to customers along with fears about the security of the transmitted data. One of the industries where these emerging capabilities are offering tremendous promise is in healthcare, particularly as industry players are identifying ways to equip patients with personal medical devices that can be used to provide physicians and other medical practitioners Read more »
Mila D'Antonio | June 3, 2016
Omnichannel has become more than a buzzword; it's the customer experience goal of many companies. But organizational silos, lack of technology integration, and falling short in digital engagement often prevent organizations from achieving their well-intentioned plans. Read more »
Judith Aquino | June 2, 2016
E-commerce continues to be a highly competitive space as tech companies race to help retailers attract shoppers. The latest example is Salesforce's announcement on Wednesday that it has agreed to acquire Demandware, a digital commerce company, for $2.8 billion. The acquisition, which is Salesforce's largest to date, spearheads a new product line for the company called the Commerce Cloud. Read more »
Tom Hoffman | May 31, 2016
Earlier this month, I had the privilege of moderating an attendee discussion at Walker Information's B-to-B Customer Experience Summit in Denver on best practices and challenges around communicating customer experience initiatives across the enterprise. Constant communication to senior executives and employees is vital for ensuring that customer experience initiatives are visible, that they don't get lost amongst other corporate programs, and to safeguard that customer centricity is ingrained in the company culture. But crafting the right communications strategies can be Read more »
Mila D'Antonio | May 27, 2016
Albert Einstein once said that "It has become appallingly obvious that our technology has exceeded our humanity." Read more »
Judith Aquino | May 26, 2016
Macy's Backstage is more of the same, which is a problem as new competitors enter the retail space. Introduced earlier this year, the Backstage discount stores were described as a way for Macy's to bring in more customers. Read more »
Tom Hoffman | May 24, 2016
As the leader of the company, the CEO often sees himself or herself as the person who is ultimately responsible for the customer experience. While some past studies have revealed a disconnect between the quality of the customer experiences the CEO believes a company delivers to its customers and what customers' actual perceptions are, a recent survey of CEOs finds that many chief executives view customer experience as the most effective opportunity for obtaining a competitive advantage. Read more »
Judith Aquino | May 19, 2016
Conference season in the marketing technology world is in full swing and this week was IBM's turn to dazzle marketers. IBM Amplify--the company's key conference for marketing, sales, e-commerce, and merchandising--had many positive points but was ultimately underwhelming. As the company bets on cloud computing, cognitive systems, language processing, and other areas for future growth, it remains unclear if the company can pull its many investments into a coherent offering. Read more »
Tom Hoffman | May 17, 2016
I was recently reviewing a design of an e-book I'd written when the content jumped out at me. It wasn't the words I'd crafted, but rather the stunning images that had been selected by the graphic designer that made the package sparkle. The experience also served as a reminder, as Rod Stewart and Ron Wood penned back in 1971, that every picture tells a story and how important the use of images and design are to content marketing. Read more »
Mila D'Antonio | May 16, 2016
At the start of every New Year, media outlets, bloggers, and pundits share their predictions for the coming months. In the marketing world, they've been calling for a "post-digital world" for the past 10 years. As 2016 charges along, I'm eager to see more examples of companies entering this post-digital era. Read more »
Mila D'Antonio | May 13, 2016
There's no ignoring the digital tidal wave of data that's upon us. Every day, consumers create more and more digital breadcrumbs for marketers to sift through, parse, and act on. The data universe will only continue to expand, with digital producing 40,000 exabytes by 2020, according to IDC. Read more »
Judith Aquino | May 12, 2016
Data-driven customer journey mapping is emerging as a critical tool for engaging customers, as companies look to get the most out of every touch point and deliver more relevant experiences. The concept behind a customer journey map is simple. It's a diagram that illustrates the steps customers go through in engaging with a company. But companies are increasingly using data to be more strategic in mapping those experiences. Read more »
Tom Hoffman | May 10, 2016
These days, it seems as if all customers have heightened expectations for receiving consistent customer experiences. While customer expectations will vary based on each consumer's mindset going into an interaction and what they expect out of it, people who are paying for a high-end product or service typically have amplified expectations. I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M. Brant, Director, Global Guest Experience & Innovation at Dorchester Read more »
Mila D'Antonio | May 6, 2016
These days, the importance of becoming a digitally minded company can't be overstated. In a recent survey conducted by 1to1 Media and SurveyMonkey, 40 percent of respondents said they'd stop doing business with a company without a strong digital presence. And 41.5 percent of respondents said they use a mobile device when interacting with a brand. Read more »
Tom Hoffman | May 3, 2016
When it comes to customer experience, companies across industries are at different stages in their levels of maturity. While some companies are just beginning to explore ways to improve their customer experience efforts, other organizations that have progressed to becoming customer experience leaders have developed formalized processes and systems for delivering experiences to customers. Read more »
Mila D'Antonio | May 2, 2016
Digital disruption is happening at lightning speed and only some of the best-in-class businesses are successfully keeping up the pace. In documenting how companies are going through this digital transformation, Brian Solis, principal analyst at Altimeter Group, a Prophet company, developed a maturity model that chronicles the stages and the key areas of focus and change. Read more »
Tom Hoffman | April 26, 2016
When companies make mistakes - and, inevitably, they will - the first thing they should do is apologize to their customers for any inconveniences it may have caused them. Unfortunately, apologies from senior management don't happen often enough, whether as a result of pride, fear of how it may impact the company's stock price, or simply that it doesn't occur to company leaders to admit when the company has erred. Following outbreaks of foodborne illnesses linked to its restaurants across Read more »
Mila D'Antonio | April 25, 2016
Doing what's right for customers is an easy concept to understand but fairly difficult to implement. Listening to them, anticipating their needs, and providing tailored service where and when they need it can be challenging to put into practice. Read more »
Judith Aquino | April 21, 2016
Hospitality and travel companies could learn a lot from Iceland in terms of creating a frictionless guest experience. I recently visited Iceland's capital, Reykjavik, for a four-day vacation. Although it was a short trip, it gave me a glimpse into a well-oiled tourism engine that companies should aspire to. Read more »
Tom Hoffman | April 19, 2016
Until recently, money-back or customer satisfaction guarantees were traditionally associated with retail purchases. But now, at least one healthcare company is jumping into the fray. Read more »
Mila D'Antonio | April 18, 2016
The Internet has been buzzing ever since Facebook introduced bots for its Messenger Platform last week at its F8 developer conference. These bots marry artificial intelligence with text messaging programs to understand requests and provide answers or execute tasks via messenger. They can provide simple automated subscription content like weather and news updates to customized requests like shipping notifications all by interacting directly with the people who want to get them. Read more »
Judith Aquino | April 14, 2016
Along with "next guest, please" the phrase consumers most likely hear at a store is, "are you part of our loyalty program?" But while most companies have a loyalty program, many still struggle to pull actionable insights from the mountain of loyalty data they've collected. Read more »
Tom Hoffman | April 12, 2016
I was reading a blog post the other day from Travers Clarke-Walker, CMO at Fiserv - International Group, that got my attention. Clarke-Walker mentioned that Tandem Bank founder Ricky Knox is inviting consumers to become "co-founders" in this U.K. 'challenger' bank and receive a share in the bank and early access to new products in exchange for sharing their feedback on the customer experience. For the unacquainted, a 'challenger' bank is a relatively small retail bank that's designed to compete Read more »
Mila D'Antonio | April 11, 2016
Omnichannel is becoming more than a buzzword. Providing seamless experiences across channels and consistency in messaging and engagement is a 'must' for companies. In our connected world, the stakes are high for delivering CX that customers expect and want. Therefore, it's imperative for marketers to take on a greater role in evolving the experiences customers receive when interacting with their brands. Read more »
Mila D'Antonio | April 8, 2016
Engaging with customers today has never been so convoluted. With multiple paths to purchase across myriad channels and devices, understanding the 'when,' 'how,' and 'why' of moving customers from point A to point B has become ever so critical. Read more »
Tom Hoffman | April 5, 2016
More flights are arriving on time while airlines are losing fewer bags and fewer passengers are getting bumped from flights. Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. The report, released on April 4, found that while the percentage of flights that arrived on time in 2015 rose from 76.2 percent in 2014 to 79.9 percent last year, customers were most frustrated with problem flights, including cancellations and delays. Read more »
Mila D'Antonio | April 4, 2016
The customer journey today follows a winding path across devices, channels, and between the physical and digital realms, making the job of customer experience leaders tough. Following a customer's path is one thing. Predicting it is yet another. Read more »
Judith Aquino | March 31, 2016
The mantra to "surprise and delight" customers has become ingrained in business thinking, but could this strategy hurt businesses in the long run? Have businesses done too good a job at training customers to always expect more? Read more »
Tom Hoffman | March 29, 2016
When we talk about the customer experience, it's important to remember that it's an end-to-end experience for customers. It's not just about the pre-sales experiences a customer may have viewing products on a company's website or the interactions a customer may have with a salesperson before deciding on a purchase. The post-purchase support a customer receives is also a critical component of overall satisfaction and loyalty. Read more »
Mila D'Antonio | March 28, 2016
Last Monday, Twitter celebrated its 10th birthday. Since CEO and Founder Jack Dorsey sent the first Tweet on March 21, 2006 announcing that he's setting up his 'Twittr,' more than 1.3 billion of us joined the platform to express ourselves in 140 characters or less. Read more »
Judith Aquino | March 24, 2016
Gone are the days when product quality, price, and customer service were enough to win customers. Today customer experience--how customers feel about a brand and their encounters with the brand--is the new battleground. But customer experience itself has become a commodified term. At the Adobe Summit in Las Vegas, Adobe attempted to put a fresh spin on efforts to help businesses better engage and serve customers with a stable of new product rollouts and upgrades. Read more »
Tom Hoffman | March 22, 2016
I recently took my mother to a community theater performance of "The Music Man." Since my mom is in her 80s and has some trouble getting around, I picked a theater close to where she lives that would be easy for her to navigate. We both enjoyed the show a lot and it was great spending the day with her. The story I'm about to share isn't really about the theater experience but a related customer experience that occurred earlier Read more »
Tom Hoffman | March 15, 2016
Last week at Enterprise Connect, one of the most talked-about topics was video, especially as it can be used by customer care agents to communicate with customers. Depending on how companies go about deploying video communication technologies, some of the challenges that have impeded adoption is the high amount of bandwidth consumed by video as well as cost constraints. But thanks to the emergence of WebRTC, Skype for Business, and other developments, these barriers aren't nearly as formidable as they'd Read more »
Mila D'Antonio | March 11, 2016
Today's consumers are constantly connected to the Internet, with millions of people doing more and more from their smartphones. These mobile users increasingly expect seamless communications with companies from their devices. Read more »
Tom Hoffman | March 8, 2016
This week, I'll be attending Enterprise Connect in Orlando where I expect to have a lot of discussions with people about communications trends involving the contact center and customers. Based on the content in the meeting invites I've received, I also expect a lot of chatter about WebRTC, Unified Communications, and the expanding use of video to strengthen the customer experience. While each of these represent important developments for connecting with today's omnichannel customer, consumer sentiment suggests that many companies Read more »
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