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Judith Aquino | February 11, 2016
The shipping and delivery industry is ripe for disruption and the disruption is coming in the form of automated supply chains and driverless cars. FedEx and UPS's longtime hold on shipping and deliveries is being challenged by tech firms like Amazon, Google, and Uber. Read more »
Tom Hoffman | February 2, 2016
Last week, I received a nice surprise in my email inbox. To help celebrate its 50th anniversary, Mountain Creek, a ski resort in Northwest New Jersey, notified customers that it was offering $7.50 lift tickets after 3 p.m. that day (equivalent to the cost of a lift ticket there in 1965). As an avid skier who lives a short distance from the resort, I took advantage of the deal and skied for a few hours Friday night. It was a Read more »
Judith Aquino | January 28, 2016
A lot of digital ink is being spilled on the problems that are plaguing Twitter. There are concerns about Twitter's stalled user growth and whether the company can bring in more revenue. Similar concerns have been expressed about Nintendo, the iconic game maker. But what does a videogame maker have in common with a social network? The answer is plenty. Read more »
Tom Hoffman | January 26, 2016
As one of the world's most iconic brands, McDonald's has fallen on some hard times in recent years. The world's largest restaurant company has suffered disappointing sales growth and declining margins. Certainly one of the big trends behind McDonald's business challenges is an American consumer base that's increasingly opting for healthier foods over fast and convenient foods. But that hasn't stopped other burger-themed restaurant chains such as Shake Shack from expanding. Even Burger King has been posting impressive same-store sales Read more »
Mila D'Antonio | January 25, 2016
The NRF's Big Show last week served as retail's playground for cutting-edge technology. From robot associates to wearable computers, technology will serve as a driving force in how retailers will deliver the customer experience. Read more »
Judith Aquino | January 21, 2016
Last year was a rough year for the ad tech industry. Companies like Rocket Fuel, Turn, PubMatic, Collective, and Centro all cut jobs in 2015 amid a downturn in ad spend. The message was clear: Advertisers and their partners need to do a better job of helping brands reach consumers. Aligning ads with a mobile-first audience and creating a less disruptive experience were some of the solutions industry experts offered up during AdExchanger's annual Industry Preview. Here are highlights of Read more »
Tom Hoffman | January 19, 2016
The European Union is taking a closer look at how big companies such as Google and Facebook are collecting customer data and whether these practices represent a breach of antitrust rules. While no competition issues have been found in this area, the EU's Commissioner for Competition, Margrethe Vestager, said at the Digital Life Design conference in Munich that the EU will continue to look carefully at the matter. Read more »
Mila D'Antonio | January 18, 2016
For retailers, strategies for engaging with customers continuously change. Today, at the National Retail Federation's Big Show in New York City, some strategies and trends like enabling mobility, using data to engage in real time, and seamlessly linking the customer experience, remain top of mind for many of the 34,000 attendees. Read more »
Anna Papachristos | January 13, 2016
Christmas trees have begun to collect on the curb outside our window--including one of the pre-lit, artificial variety, oddly enough--indicating that the holiday season has officially come to an end. Yet, while stockings may no longer hang by the chimney with care, brands can still use the lessons learned over the last few months to develop new strategies for the year ahead. Read more »
Tom Hoffman | January 12, 2016
The Federal Trade Commission (FTC) has issued an extensive report summarizing a number of areas that businesses need to consider when making use of Big Data to ensure that outcomes with consumers aren't discriminatory. The report, entitled Big Data: A Tool for Inclusion or Exclusion? Understanding the Issues, takes a careful look at how Big Data is used after it has been collected and analyzed. This includes some of the potential risks that can result from biases or inaccuracies about Read more »
Mila D'Antonio | January 11, 2016
It's the time of the year again when customer experience leaders everywhere are planning their strategies for 2016. Separating their organizations from their competition is no longer about price; instead it's about providing experiences that are in tune with customers' needs. As leaders analyze their objectives for 2016, here are five key customer experience trends to focus on. Read more »
Anna Papachristos | January 6, 2016
From graphics to storytelling, video games have evolved significantly since the good ol' days of Pong. But, for Xbox One users, The Mall promises to revolutionize the at-home shopping experience, as well. With the help of Von Bismarck, a Dublin-based television e-commerce company and veteran of Microsoft Venture, users can try clothes on from the comfort of their living room using the console's Kinect motion-tracking camera. Read more »
Tom Hoffman | January 5, 2016
Companies in the private sector continue to adopt customer experience metrics such as customer effort score and Net Promoter Score to get a better handle on how satisfied customers are and to help determine whether customer experience investments are paying off. As government agencies become more citizen-centric, the public sector is also beginning to apply greater focus to applying customer experience measurements. Read more »
Mila D'Antonio | January 3, 2016
As we embark on a new year, we can't forget the dominant trends of 2015. From virtual reality to the rise of the digital world, the past year saw emerging technologies that will likely help to elevate the customer experience throughout 2016. 1to1 Media covered numerous trends that influenced the customer experience. Let's revisit our top 10 articles based on the number of page views. Read more »
Anna Papachristos | December 30, 2015
Countless ethnic and racial groups go unnoticed despite the growth of an increasingly diverse society. Marketers cater to the supposed majority, ignoring cultural differences to garner the greatest returns possible. For many, this inability to expand such outreach derives itself from an insurmountable lack of CMO support. But, as engagement methods continue to multiply, allowing marketers to target consumers as both groups and individuals, executive buy-in may soon be the only missing link between marketers and millions on untapped prospects. Read more »
Tom Hoffman | December 29, 2015
Consumers' use of mobile devices continues to surge. Year-over-year global mobile data traffic is expected to rise 59 percent in 2015, according to Gartner. But even as consumers become increasingly reliant upon their mobile devices to communicate and interact with businesses, this doesn't necessarily translate into a satisfactory mobile experience. Just 45 percent of consumers are satisfied with retail mobile applications while just 47 percent say they're satisfied with retail websites, according to a 2015 study by Adobe. Meanwhile, mobile Read more »
Mila D'Antonio | December 28, 2015
As we near the end of 2015, it's time to look back at the year's customer experience successes and failures in the hope that companies don't disregard them and that true learning develops from these mistakes. Read more »
Anna Papachristos | December 23, 2015
Peace on Earth and goodwill toward man--admirable concepts, particularly at this time of year, but still considerably lacking among the general public as of late. You see, 'commercialism' has become the C-word that defines the season, not 'Christmas' or 'Chanukah' even, putting the focus on 'me' ahead of 'we' more and more each year. Thus, as shoppers make their final purchases and travelers embark upon their journey home, we must take some time to assess how our self-involved behaviors impact Read more »
Tom Hoffman | December 22, 2015
My colleague Anna Papachristos recently wrote an insightful article about the findings in Accenture Strategy's 2015 B2B Customer Experience report. The report underscored how despite the understanding of executives about the value that B2B customer experience initiatives can generate, the vast majority of B2B companies are missing out on revenue growth opportunities due to poor performance. In a follow-up interview I conducted with Robert Wollan, senior managing director, sales and customer services, Accenture Strategy, Wollan noted that one of the Read more »
Tom Hoffman | December 15, 2015
One of the undisputed thought leaders in the customer experience space is Bruce Temkin, customer experience transformist and managing partner at Temkin Group as well as co-founder and initial chairman of the Customer Experience Professionals Association (CXPA). In a blog post which lists the most important customer experience trends to watch out for next year, Temkin cites "the year of emotion" as the most important trend for customer experience professionals to track in 2016. Read more »
Mila D'Antonio | December 14, 2015
When the New York Times published an article in August shining a spotlight on Amazon's bizarre company culture, it triggered a barrage of comments and articles about the importance of culture in engendering engagement. Personal accounts of 1 a.m. conference calls, strongly encouraged 60-hour work weeks, and a culture that appears to throw people under the bus to advance in the organizational hierarchy are just a few of the strange experiences employees at Amazon reported and which also fly in Read more »
Tom Hoffman | December 8, 2015
As we race towards 2016 and the U.S. labor market continues to gain strength, industry observers are forecasting an upsurge among employees who jump ship from their workplaces. Strictly from a compensation standpoint, an increase in employee turnover is understandable. According to Mercer, Towers Watson, and other human resources firms, salary increases for employees are expected to rise 3.0 percent or less next year. By comparison, the average wage increase for workers who leave for new jobs is typically in Read more »
Judith Aquino | December 3, 2015
Few of my friends own a car in New York City. Parking is expensive and you're navigating streets clogged with pedestrians staring at their phones. Self-driving cars are a potential solution. However, I doubt many of my fellow New Yorkers would buy a driverless car--there simply isn't enough room. Other major cities face a similar situation when it comes to cars. Read more »
Tom Hoffman | December 1, 2015
Every day there's more information available to marketers about consumers, including their transaction histories, social media comments, mobile and website behaviors, etc. But there's far less data available about B2B buyers, including information about their preferences and interests, making it challenging for B2B sales and marketing teams to understand their clients' interests and needs in what is typically a more complex and extended sales cycle. Read more »
Mila D'Antonio | November 30, 2015
Sales reports from Black Friday weekend and forecasts for today indicate a shift in consumers' holiday shopping preferences. Black Friday weekend sales fell to $10.4 billion, down from $11.6 billion this time last year, while online sales are expected to jump more than 11.7 percent. The National Retail Federation reported that 103 people shopped online over the weekend and it expects another 121 million people to shop online today. Read more »
Judith Aquino | November 26, 2015
Instead of visiting a shopping mall or website after Thanksgiving, imagine combining both experiences in a virtual mall. As virtual reality headsets become more affordable, virtual reality is becoming accessible to the average shopper. And while it's still in the nascent stage, VR stands to impact the way people shop and give new meaning to showrooming and e-commerce. Read more »
Anna Papachristos | November 25, 2015
Size shouldn't matter, but for small businesses, size often indicates an unavoidable disadvantage. By nature, big box stores have the ability to slash prices and advertise deals in ways that small businesses simply can't afford. Yet, these smaller shops commonly serve as the backbone for many prosperous communities, providing jobs to local citizens and giving back to those in need. Thus, in 2010, American Express launched its Small Business Saturday event to garner consumer awareness and support for these local Read more »
Tom Hoffman | November 24, 2015
One of the conveniences that consumers look for heading into the holiday shopping season is the ability to order products online and then pick them up at a store. In fact, nearly one-third of U.S. shoppers say they plan to purchase gifts online and pick these items up in-store, according to a recent Shopatron study. That's great news for retailers, since 40 percent of consumers make additional purchases when they come to a store to pick up a purchase. Meanwhile, Read more »
Judith Aquino | November 19, 2015
It's unquestionable that technology plays an important role in delivering exceptional customer experiences in today's digital-first world. Cloud computing, mobile devices, social media, and customer feedback management platforms are just some of the tools that enable companies to offer their customers the right products and services at the right time. However, digital tools alone are not enough to deliver a satisfying customer experience. Read more »
Anna Papachristos | November 18, 2015
Every successful executive understands that, ultimately, their employees reflect their leadership skills. Because they set the example, each employee subsequently embodies the strengths and flaws of those who govern their position. For our 2015 1to1 Media Customer Champions, this notion acts as their guiding principle, as they recognize that, every employee must be engaged in order to deliver optimal customer experiences. Read more »
Tom Hoffman | November 17, 2015
This week, as we recognize and celebrate the 2015 1to1Media Customer Champions, it's a reminder of the communal characteristics that are shared by customer advocates. They place customers at the center of their strategic efforts. They also listen to and act on customer feedback. In addition, Customer Champions also gather customer insights from a variety of sources in order to better understand what customers want and to continually improve upon the customer experience. Read more »
Mila D'Antonio | November 16, 2015
Stephen R. Covey said, "Most people do not listen with the intent to understand; they listen with the intent to reply." The 2015 1to1 Media Customer Champions are doing the former and proving that listening to understand leads to big results. Read more »
Anna Papachristos | November 11, 2015
Practically every retail store currently has their 'Now Hiring' sign front and center in preparation for the holiday rush. But this season, many retailers will be operating differently than they're accustomed to, as they will no longer utilize on-call scheduling to staff their stores. Read more »
Tom Hoffman | November 10, 2015
Most business leaders would be thrilled to have their companies be able to deliver a differentiated customer experience. But many organizations are often hamstrung by a lack of insights about individual customers and process gaps that are needed to provide personalized, smooth, and tailored experiences. This can manifest itself in customer service interactions when a poor customer experience can result in desertion. Brands that consistently deliver strong customer service continually monitor and refine their processes. But in too many cases, Read more »
Mila D'Antonio | November 9, 2015
Have you ever tried contacting customer service only to hit roadblock after roadblock? Last week my multiple attempts to contact a couple different companies did just that, as an online chat attempt with a telecom provider went unanswered and calls to a medical facility fell into voicemail. According to a new study, I'm not alone in my failed attempts to reach service in real time and also get quick answers to my inquiries or issues. Read more »
Tom Hoffman | November 3, 2015
For too many years, contact center measurements have been focused on efficiency instead of customer experience. Metrics such as average handle time (AHT), number of contacts handled, average wait time, and average speed of answer have all been heavily used and tracked. And while a couple of customer-centric metrics - customer satisfaction and Net Promoter Score - have become entrenched among contact center measurements, only recently have other customer-focused measurements such as Customer Effort Score and First Contact Resolution risen Read more »
Mila D'Antonio | November 2, 2015
In 2003 author Fred Reichheld introduced 'the ultimate question in his Harvard Business Review article "One Number You Need to Grow." Answers to the question, "What is the likelihood that you would recommend company X to a friend or colleague?" proved to be so powerful in predicting customer behavior and customer loyalty that the question became known as Net Promoter Score and served as a key growth indicator for leaders. Read more »
Anna Papachristos | October 28, 2015
Consumers have countless options at their fingertips in today's competitive market. From tables to tablets, the choices are endless across industries. Such possibilities, however, put the consumer in control, giving them the power to drive (or harm) long-term loyalty and retention in the end. Read more »
Tom Hoffman | October 27, 2015
Unless you've been living under a rock, it's pretty obvious that marketing has become incredibly technology-focused. Instead of sending out batch and blast emails and conducting other random acts of marketing, marketers are increasingly exploiting the value of data-driven decision making to deliver more personalized communications and engage more effectively with customers. Heading into 2015, 65 percent of marketing executives planned to up their spending on marketing technology this year, with nearly a third planning to increase their spending by Read more »
Mila D'Antonio | October 26, 2015
In recent months, companies like Netflix and Google have set the standard for maternity and paternity leave policies by launching generous packages and lengthy leaves. Domo, a 5-year-old startup, is proving that small brands can stand up to the big boys when it comes to offering competitive policies and benefits. Read more »
Judith Aquino | October 22, 2015
More and more companies recognize customer experience as a competitive differentiator as traditional markers like price and product features fade. Consumers are demanding better experiences, control, and choice across industries. In response, companies are investing in tools and technologies to give them insights into customer behavior and prioritizing customer experience initiatives in pursuit of their goals. Read more »
Anna Papachristos | October 21, 2015
Happy Back to the Future Day, everyone! That's right. Today's the day Marty McFly and Doc Brown arrive from the past to change the course of history once again. Yet, while we probably won't see Doc's DeLorean (or any other car, for that matter) zipping through the air any time soon, fans across the Internet can't stop comparing fictional 2015 with the real thing. Of course, when Universal Pictures released Back to the Future II in 1989, writers Robert Zemeckis Read more »
Tom Hoffman | October 20, 2015
One of the best pieces of advice that's offered by customer experience professionals is that when it comes to designing a customer experience, be sure to approach it from the customer's point of view. This axiom is especially applicable when crafting mobile customer experiences. Think about what it's like to be a customer using a smartphone. The screen is small, so the font for a company's mobile app or mobile website should be easy to read. Because of those small Read more »
Mila D'Antonio | October 19, 2015
After nearly two years since their initial merger, American Airlines and US Airways officially became one airline on Saturday. And after a million hours of training and more than 9,000 tests of kiosks, the airline is facing the last remaining hurdle where mergers are concerned: going live with their combined reservations system. Read more »
Anna Papachristos | October 14, 2015
Customer experience varies from company to company. Service that may appear subpar at one establishment may seem top-notch at another store. Ultimately, it's all relative. However, there are numerous factors that hinder CX no matter how high or low customers' expectations are. Though not always obvious, these elements undermine all other CX efforts because they slowly undo progress, causing satisfaction and loyalty to come apart at the seams. Read more »
Tom Hoffman | October 13, 2015
Big Data can provide marketers and customer experience professionals with a wealth of information about customers such as web pages they've visited, sentiments they've shared about brands on social media sites, and other information that can provide insights about customers' preferences, needs, and behaviors. But in some cases, opportunities to engage with a customer or to improve a customer's experience occur at a particular moment when marketers, customer care associates, and other customer-facing professionals require access to real-time customer data. Read more »
Mila D'Antonio | October 12, 2015
How should marketers change their thinking? That was the question I repeatedly asked myself while attending &Then, the Direct Marketing Association's 2015 conference last week. Read more »
Judith Aquino | October 8, 2015
Ad blockers will destroy the advertising industry. Ad blockers will not destroy the advertising industry. Researchers and industry experts are unable to agree on the impact of ad-blocking software on the digital ad ecosystem. What's clear is that the ad industry must provide better consumer experiences or risk becoming irrelevant. Read more »
Anna Papachristos | October 7, 2015
Much has changed over the last 28 years. But on this, the anniversary of my reluctant birth, I can't help but dwell on the fact that my people (a.k.a. narcissistic, lazy, screen-obsessed Millennials) are no longer the new kids on the block. That's right! Soon we'll be as irrelevant and useless as Generation X or whatever they're called. (Honestly, when's the last time you heard researchers analyze anyone other than Baby Boomers and Millennials? I rest my case.) Read more »
Tom Hoffman | October 6, 2015
As we celebrate CX Day to recognize the companies and people that create great experiences for their customers, it's a great opportunity to remember why senior management's commitment to customer experience is so critical. As Peppers & Rogers Group founding partners Don Peppers and Martha Rogers, Ph.D. have often noted, customers are a company's sole revenue source. Not its products. Not its services. By understanding and delivering on customers' needs and preferences, companies can deliver the types of experiences that Read more »
Anna Papachristos | October 6, 2015
Childhood memories may become fuzzy, but the vibe often persists. No matter how many moments fade from the conscious mind, some remain vivid, untouched by time. For instance, while I cannot recall every trip to the store with my grandpa, one particular visit holds strong. Read more »
Judith Aquino | October 6, 2015
In today's highly competitive economy, great customer experiences are vital to the ongoing success of any organization. But change takes time. Implementing new corporate initiatives can be a slow process that requires jumping through numerous hoops before igniting a major transformation. Read more »
Mila D'Antonio | October 5, 2015
It's no secret among Customer Experience (CX) professionals that CX efforts often fall flat if they don't get adequate executive buy-in. So what gains executive attention best? Financials. Read more »
Mila D'Antonio | October 5, 2015
Last month, the 7-Eleven convenience store chain announced a partnership with DoorDash to provide on-demand delivery service in five major U.S. markets, including New York City, Chicago, and Los Angeles. The move expands the customer value proposition and allows the chain to compete in an evolving market and stay relevant in an "Uberfied" society. Read more »
Anna Papachristos | September 30, 2015
Halloween candy typically appears by late summer, ushering in the holiday season earlier each time. Candy corn returns by late July, emerging from storage to serve as shelf liner all autumn long. (They've just been recycling the same bags for the last 10 years, right?) Eventually, fun-size chocolate bars and gummy body parts join the current crop, barely budging until just days before the event itself. But it seems these tasty treats have already been demoted to make room for Read more »
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