Back to
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 »
Tom Hoffman | September 29, 2015
Customer churn is a big problem for companies, especially in industries such as telecommunications where annual churn rates average between 10 percent to as much as 67 percent, according to the Database Marketing Institute. And while technological advances have made it easier for marketers and other decision-makers to better identify and respond to the triggers for churn, most customer churn programs are reactive and don't leave marketers adequate time to deliver messaging or offers that might change a customer's actions. Read more »
Mila D'Antonio | September 28, 2015
This week marks the 12th year that Advertising Week will be held in New York City. The week-long event, which combines thought leadership with special events, brings together thousands of people from brands, agencies, and technology companies to focus on key topics influencing the marketing and advertising industry. As I attend a small handful of some of the 300 or so planned events, I'll be looking out for any developments on these three key trends: Read more »
Anna Papachristos | September 23, 2015
Most retailers equip their clothing with sensors that prevent thieves from leaving the premises without setting off an alarm. Some even put sticky tabs inside handbags and wallets that leave an annoying (and destructive) residue. High-end stores also employ security guards to provide extra protection. But what happens when one of the biggest names in retail overlooks something even more dangerous than theft? Read more »
Tom Hoffman | September 22, 2015
Invariably, customer-facing employees will have to deal with a difficult customer. In some cases, a customer is upset about a bad experience they had with a company. In other instances, a customer may be lashing out at an employee due to angujish in his or her personal life. Regardless of the circumstances, it's vital for customer-facing employees to allow customers to communicate their frustrations, listen closely as to why a customer is upset, be empathetic, responsive, and considerate, and try Read more »
Mila D'Antonio | September 21, 2015
As tomorrow ushers out summer, I'll look back with fondness, as I gave birth to my daughter Evelyn in July. While on maternity leave, I took note of some customer experiences that caught my attention--some that I praised and others that left me scratching my head. Here's my list of the most noteworthy customer experiences from the summer of 2015. Read more »
Guest Blogger: Vanessa Saulsberry | September 18, 2015
As a tightly-knit family of editors, marketers, and tech junkies, we absolutely love what we do. Every day, we find new ways to explore and share relevant news about good customer strategies. We can only hope that what we write about helps our readers get smarter about the customer experience, work more efficiently, and foster more engaging interactions with customers. Read more »
Judith Aquino | September 17, 2015
Uber founder and CEO Travis Kalanick shared his vision of the ride-hailing service's future and it doesn't include human drivers. After disrupting the taxi industry, Uber is gearing up for greater changes, including automated vehicles. Read more »
Tom Hoffman | September 15, 2015
In April, I posted a blog about the difficulties that sales, marketing, and customer care leaders face in obtaining a truly comprehensive view of customers. This view includes the full stream of transactions that a customer has had with a company, the most recent touchpoints she used to interact with the company, feedback she shared about her experiences in social media or in the contact center, etc. Without question, a big part of this disconnect is the result of the Read more »
Tom Hoffman | September 8, 2015
As the parent of now two college students, I've had a front row seat in viewing the approaches taken by two schools in facilitating the transition for incoming freshmen to campus life. The shift to college can be both exhilarating and terrifying for many young students, so making this passage as smooth and as welcoming as possible is critical for shaping a successful college experience. Read more »
Anna Papachristos | September 2, 2015
Now that schools are back in session, students are frantically trying to collect their assigned course materials for the present semester. Undergraduates, in particular, always struggle to find the right books at the cheapest price because college campus bookstores fail to empathize with their wallet woes. Thrift Books, however, taps into this need by offering high-quality used books at affordable prices that anyone can enjoy. Read more »
Tom Hoffman | September 1, 2015
The calendar might read September 1, but retailers are already busy planning for the holidays. As 1to1 Media Senior Writer Judith Aquino points out in this week's feature, "How to Overhaul Your Holiday Retail Strategy," although holiday spending is projected to jump by as much as 5.7 percent this year thanks to lower gas prices and declining unemployment rates, retailers will continue to remain under pressure to distinguish themselves from competitors and to find creative ways to engage with shoppers. Read more »
Tom Hoffman | August 25, 2015
A couple of weeks ago, I wrote about "The Rise of the Customer-Centric CIO" and the role that IT leaders are playing in helping organizations to differentiate the customer experience. In many organizations, the role of the CIO has evolved in recent years from reactive order taker to proactive business partner in helping business leaders to recognize and act on opportunities to leverage technology, people, and processes in new ways, thanks to their unique view of various functions and business Read more »
Judith Aquino | August 20, 2015
In today's hyperconnected, always-on world, the value of a simplified experience can't be overstated. People are busier than ever and demand products and services that deliver pain-free experiences. Most businesses understand the impetus behind this trend, however many still struggle to meet their customers' expectations. Read more »
Anna Papachristos | August 19, 2015
Personalization has become one of those buzzwords you can't escape. Yet, while brands often regard this term as an integral 'tactic' that's now instrumental in elevating the customer experience, they frequently lose sight of its core meaning. Many marketers become fixated on the process, not the person, therefore missing the opportunity to genuinely engage and interact with their target audience. Read more »
Tom Hoffman | August 18, 2015
Author Anne Wilson Schaef once wrote that "we are always surrounded by the doors of opportunity" but that because we're often so focused on a goal, we don't see what's right in front of us. I think there's a lot of truth to what Schaef says and that her musing is applicable for a lot of organizational leaders who are usually so pressed to meet short-term business or operational goals that it's hard for them to see the bigger picture. Read more »
Judith Aquino | August 13, 2015
It's often the details that elevate a customer experience from average to impressive. I experienced this firsthand during a vacation in San Juan, Puerto Rico. My husband and I dropped in for a four-day vacation in the island of enchantment and it was easy to see where Puerto Rico got its nickname. Read more »
Anna Papachristos | August 12, 2015
With each passing day, data protection becomes increasingly critical, for the more insight shoppers share online, the more they're at risk. Yet, while companies and consumers continuously work to safeguard this sensitive information, many still haven't adopted the best practice procedures necessary to prevent these attacks in the first place. Read more »
Tom Hoffman | August 11, 2015
The role of the CIO has evolved in recent years from a focus on helping the organization to reduce costs to enabling the enterprise to grow revenue and become more agile in responding to changing customer behaviors and market shifts. And while there are a number of components that factor into this metamorphosis, including the threats and opportunities posed by disruptive innovation, one of the greatest sea-changes for CIOs is reflected in their shift from a focus on supporting internal Read more »
Anna Papachristos | August 5, 2015
With renewed fitness goals in mind, my mother and I searched for an exercise game that would jumpstart our efforts. We shopped around for something that'd be both fun and compatible with our Nintendo Wii. While the system may be older--I haven't really kept up with video games since college--we were able to find a Zumba game that was seemingly entertaining. Read more »
Tom Hoffman | August 4, 2015
Customer relationship management (CRM) has come a long way since ACT! burst onto the business scene with contact management software in 1986. Companies continue to invest heavily in CRM systems to deepen their understanding of customers and to better engage with them. But as 1to1 Media senior writer Judith Aquino points out in this week's feature story, "6 Misconceptions That Will Drag Down Your CRM Strategy," inaccurate data, data silos, and fragmented technology implementations are among the challenges companies continue Read more »
Judith Aquino | July 30, 2015
Facebook knows who you are. LinkedIn knows where you work. It's increasingly difficult though to tell the difference between LinkedIn and Facebook with both sites offering many of the same functions. This is a problem for LinkedIn in particular as it alienates its core user group of professionals and undermines the site's value. Read more »
Anna Papachristos | July 29, 2015
Everywhere you turn, it seems there's another "connected" device that promises to make your life easier. But, while these gadgets continue to breathe life into the Internet of Things (IoT) movement, consumers are increasingly wary of how widespread adoption will impact their daily lives. Read more »
Tom Hoffman | July 28, 2015
I read a Wired article over this past weekend that really struck a chord. The article referenced a recent speech given by U.S. presidential candidate Hillary Clinton at New York University's Stern School of Business who argued that undue earnings pressures on executives at public companies are suppressing wages and having a detrimental effect on innovation and long-term growth opportunities among U.S. companies. While this blog post isn't intended as an endorsement for any particular political candidate, the Wired article Read more »
Judith Aquino | July 23, 2015
Make way for more data: Google is rolling out a new feature for Android and desktop users that shows them a timeline of places they've visited. It remains to be seen though, how this data will benefit consumers. Read more »
Tom Hoffman | July 21, 2015
Each customer is unique. As Don Peppers, founding partner of Peppers & Rogers Group notes, "customers differ from each other, in terms of both their value to your business, and what they need from your business." Customer differentiation also applies to the various ways customers can access a company's products and services - whether they purchase from a physical location or, as 1to1 Media Senior Writer Judith Aquino points out in this week's feature story, through their use on-demand services. Read more »
Judith Aquino | July 16, 2015
Measuring the return on investment of any campaign, tool, or strategy is crucial, but it can be a murky endeavor. Consider customer experience initiatives. Delivering outstanding customer service is one of the few ways businesses can win loyal customers and increase their bottom line, according to customer experience professionals. Read more »
Anna Papachristos | July 15, 2015
Customer experience has always served as the primary foundation for customer success. However, as this key differentiator becomes increasingly critical throughout today's competitive market, many brands have begun to establish dedicated customer success teams that are specifically tasked with creating the most engaging experiences possible. Read more »
Tom Hoffman | July 14, 2015
One of the mantras echoing across businesses these days is the need for organizations to become data-driven. And for good reasons. Senior executives and other knowledge workers who use analytics tools against a wide range of data sources can gain deeper insights into customer behaviors and preferences as well as operational and market trends - and not simply rely on their gut instincts for decision making. These benefits can also extend to the contact center where customer sentiment and performance Read more »
Mila D'Antonio | July 13, 2015
With Millennials and Generation Z increasingly turning to social and digital channels to engage with companies, marketers must up their digital marketing game. So many, however, are just trying to keep pace with their current programs and initiatives that they don't often find time to introduce new strategies or improve upon what's in place. Read more »
Judith Aquino | July 9, 2015
Several of my friends just returned from a trip to Cuba and I've been reliving their adventures in Havana and Santiago through photos. Leisure travel to Cuba from the U.S. is still banned, but my friends were able to enter the country through the "people-to-people" program in which visitors interact with Cuban citizens in cultural activities. Read more »
Anna Papachristos | July 8, 2015
Though I'm not opposed to the occasional selfie--What? If you want to immortalize your good hair day, sometimes you've got no other choice--I'm the first to admit that our society has become consumed by nauseating narcissism. (I also believe the selfie stick's true purpose is to whack public selfie-takers upside the head, but that's beside the point.) Regardless, MasterCard sees such behaviors as an opportunity to engage and protect consumers of all ages with its latest innovation. Read more »
Tom Hoffman | July 7, 2015
In June, I posted a blog about how customer journey mapping has come a long way since its roots. And while customer journey maps have certainly evolved and become more detailed in recent years, customer personas don't appear to have advanced at nearly the same pace. Read more »
Mila D'Antonio | July 6, 2015
The promise of a Big Data enterprise is enticing. For companies that have successfully implemented Big Data strategies are seeing big payoffs. Despite its promise of enabling seamless customer views and creating tangible business results, many marketers and customer experience leaders today are stymied by their data. Rather than quickly acting on data across all business units, numerous leaders have information overload when it comes to capturing, analyzing, and acting on Big Data. Read more »
Guest Blogger: Sam Stern | July 3, 2015
Customer experience teams cannot own CX outcomes by themselves. Now don't get me wrong, CX pros rightfully shoulder the most responsibility, including ownership of the six CX disciplines, from customer understanding to culture transformation. But the fact is that all employees at an organization have at least some impact on their firms' customer experience. And with impact comes responsibility. Read more »
Judith Aquino | July 2, 2015
Companies get penalized for making false claims about products and services, but when it comes to fake news sites, these scams are much harder to catch. If you're a Facebook user, you probably have a friend who shared a bogus news story because he or she was convinced the information was accurate. Read more »
Tom Hoffman | June 30, 2015
One of the biggest challenges that telecom industry executives face is customer churn. While churn rates vary by country and by provider, annual churn rates for telecom companies average between 10 percent and 67 percent, according to the Database Marketing Institute. And while there are a variety of reasons that customers disconnect from wireless providers in particular - dissatisfaction with the quality of service, cost, poor customer support - the use of customer data and analytics is providing decision-makers with Read more »
Judith Aquino | June 25, 2015
Drawing in new customers is more challenging than ever as companies compete to engage consumers who have a rapidly shrinking attention span and high expectations. WGBH and Total Gym Fitness, Silver and Bronze winners respectively in the Innovation in Customer Acquisition category of the 2015 Gartner and 1to1 Media Customer Experience Excellence Awards, demonstrate the power of using technology and customer engagement strategies to win new customers. Here are three takeaways for your own customer acquisition strategy. Read more »
Anna Papachristos | June 24, 2015
Data has always proven problematic for many companies, as most recognize its importance, but few know how to bring this information to action. However, in recent years, technology has matured, allowing more organizations to gather, parse, analyze, and employ data with ease and efficiency. But, for Mountain American Credit Union (MACU), Bronze winner in the Innovation in Customer Insight category of the 2015 Gartner and 1to1 Media Customer Experience Excellence Awards, collecting both solicited and unsolicited feedback has become central Read more »
Tom Hoffman | June 23, 2015
Organizations that deliver exceptional customer support typically have at least a few things in common. They listen closely to what customers are asking for and not only act on customer feedback but they also communicate back to customers how and whether their requests were acted on. They align their customer service processes and practices with customer-centric goals and objectives. These organizations also strive to make it easy for customer-facing employees to provide customers with seamless support to ensure that both Read more »
Mila D'Antonio | June 22, 2015
Delivering great customer experiences is hard to do. If it was easy everyone would do it. Sustained success comes with patience, commitment and plenty of failure along the way. Making that commitment to deliver a superior customer experience can turn a laggard into a fierce competitor, or a failure into an industry leader. Read more »
Judith Aquino | June 18, 2015
Customer relationship management, or CRM, is having a renaissance. The promise of CRM was that it would streamline customer service, marketing, and sales efforts with a unified view of the customer, but the technology was dogged by complaints of clunky and expensive software. Read more »
Tom Hoffman | June 16, 2015
The healthcare industry is undergoing dramatic changes, not the least of which is an increased focus among payers (healthcare insurers) and providers (physicians, hospitals, clinics, etc.) on customer centricity. Payers who historically had customers funneled to them by employers are now beginning to market to individual customers. But payers aren't the only healthcare industry participants that are blazing new trails in customer centricity. As last week's PegaWORLD 2015 conference indicates, life sciences and other healthcare companies are also getting into Read more »
Mila D'Antonio | June 15, 2015
The IKEA brand epitomizes innovation. In the exploration and creation of its flat box packaging and self-assembly in the 1950s, the Swedish retailer reinvented the way consumers purchase and receive furniture. But IKEA and other innovators can't stop with their one lightening idea. They must continuously evolve. Read more »
Tom Hoffman | June 9, 2015
When companies first began attempts to map the customer journey, it often involved a rudimentary arrangement of Post-it notes or other unsophisticated steps to chart the customer's end-to-end path to purchase or mission to resolve a product or service issue. Customer journey mapping efforts have become considerably more mature over the past year or two as decision-makers are placing greater focus on understanding the types of experiences customers want as a means of attracting and retaining customers. Progress on customer Read more »
Mila D'Antonio | June 8, 2015
In a world where consumers are being bombarded with thousands of marketing messages each year, it's easy for consumers to fall victim to information overload and for marketers to confuse the decision-making process for consumers. Read more »
Guest Blogger: Sam Stern | June 5, 2015
No one disputes that treating customers well is the right thing to do: Virtually all respondents in a Forrester Research survey of CX professionals said that executives at their companies consider customer impact to be at least somewhat important when making business decisions. But compared with hard return on investment (ROI) numbers in business cases for other initiatives, CX projects won't get needed funding if their estimated returns are limited to benefits like improved satisfaction or higher Net Promoter Score Read more »
Judith Aquino | June 4, 2015
It's not a secret that Pinterest, Google, Facebook and other companies don't want users to leave their platforms. Pinterest is adding "buyable pins" that enable shoppers to purchase items directly on its site; Google announced a similar feature with buy buttons on its ads, and Facebook increasingly offers features that encourage users to check in and never leave. Read more »