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Anna Papachristos | April 9, 2014
Once my family made the switch from AT&T to T-Mobile, we inevitably came upon some follow-up questions that did not arise during the sign-up process. Most are aware that T-Mobile offers to pay new customers' early termination fees (ETFs), and while this incentive was one of the primary factors that sealed the deal, we never fully absorbed the step-by-step details during our initial interaction. (I do believe it's nearly impossible to soak up all the information on the first try.) Read more »
Mila D'Antonio | April 7, 2014
Last September Kodak emerged from bankruptcy protection vastly different from the company founded by George Eastman in 1880. Last month Jeff Clarke took the helm as Kodak's new CEO. Read more »
Anna Papachristos | April 2, 2014
Not too long ago, in an AT&T store pretty close by, a young woman (me) and her mother (mine) watched their loyalty die. Though rarely a problem in the decade that'd passed, one awful experience led us to leave them at last. Our story begins on one chance Saturday night, the innocent moment that triggered our eventual flight... Read more »
Guest Blogger: Harley Manning | March 28, 2014
For the past two weeks I've been on the other side of the planet, spending a few days each in four very different cities: Sydney, Singapore, Beijing, and Shanghai. While Sydney was much like I remembered it--an exotic version of San Francisco but with better weather--the Singapore skyline had changed drastically, and now appears to be a science fiction version of the seaport I remembered. (If you think I'm kidding, just do a search on "Marina Bay Sands Hotel.") Read more »
Tom Hoffman | March 25, 2014
As B2C marketers continue to gain experience engaging with customers in digital channels, a growing number of practitioners are striving to become more adept at segmenting customers by psychographics and demographics as part of their efforts to deliver relevant content, messaging, and experiences for specific target audiences. Some marketers are taking this a step further by creating buyer personas that represent the different customer types that are represented within a targeted demographic, psychographic profile (lifestyle, interests, and preferences), behavioral makeup, Read more »
Mila D'Antonio | March 24, 2014
Today I head to Salt Lake City, Utah, for Adobe's annual Digital Marketing Summit. Last year was my first Summit and I look forward to attending again this year, as it is one of the rare events in which attendees can see first-hand how quantifiable marketing results maximize a company's marketing ROI. The Summit will offer best practices and techniques on topics ranging from how to personalize a cross-channel strategy, best practices for managing a global digital presence, and how Read more »
Guest Blogger: Vanessa Saulsberry | March 21, 2014
What a wondrous world in which we live - one of infinite choice and possibility. I can buy a pair of the skinniest jeans (well, maybe not that skinny) from an Old Navy store, grab a new sweater for my hairless kitty on Petco.com, and deposit a check with my Chase mobile app. Mostly all of these tasks can be done in the comfort of my footy pajamas. I'd say that seven out of 10 of my interactions with companies Read more »
Guest Blogger: Maxie Schmidt-Subramanian | March 21, 2014
Are you looking for a vendor or vendors to support your voice of the customer (VoC) program? Or are you reviewing your current VoC vendor(s)? Read more »
Tom Hoffman | March 18, 2014
Business leaders use a variety of metrics to gauge the financial health and performance of a company. One of the most popular metrics used by marketers is Net Promoter Score (NPS), a simple loyalty measurement to gauge customer satisfaction and likelihood to recommend. Last week, I had a chance to speak with Satmetrix data scientist Brendan Rocks about the results from the company's 2014 Net Promoter Industry Benchmarks reports. The findings offer a glimpse into some of the aspects of Read more »
Mila D'Antonio | March 17, 2014
Over the years, the patient experience in healthcare has become routinely difficult-- problems getting an appointment, the requisition of their personal data over and over, and then there's the long wait. Jerry Seinfeld satirized the infamous long waits in his show: Read more »
Anna Papachristos | March 12, 2014
Once upon a time, there was no such thing as the Facebook News Feed. There was no stalker sidebar and the homepage existed primarily to display the names of friends who'd "poked" you back. But, fast forward 10 years to the present day, and you'll see that much has changed throughout Facebook's lifetime. Though it still serves as an incredible tool for reconnecting with old buddies and staying in touch with new friends, advertisements and outside influencers continue to creep Read more »
Mila D'Antonio | March 2, 2014
Last night the stars came out for Hollywood's biggest night. From Jennifer Lawrence's stumble on the Red Carpet, Jared Leto's poised, tear-jerking speech dedicated to his mother, or 20 Feet From Stardom singer Darlene Love singing a rousing rendition of a gospel song during her acceptance speech, the 86th Academy Awards, didn't disappoint. Read more »
Mila D'Antonio | February 24, 2014
The U.S. Census Bureau reports that January retail numbers are down, 4 percent from the month before. Despite the assumption that winter weather may be to blame retailers must start thinking strategically about how to continue to attract consumers into their brick and mortar locations. Read more »
Guest Blogger: Rick Parrish | February 21, 2014
For those who--despite the healthcare.gov customer experience debacle--remain unconvinced that the Age of the Customer applies to governments, the Sochi Olympics should do the trick. Both customer experience (CX) disasters have highlighted a hard lesson for governments: The same technologies that empower customers in the private sector also allow the people to control the public narrative. In the Age of the Customer: Read more »
Guest Blogger: Vanessa Saulsberry | February 21, 2014
Thanks to Wikileaks, NSA revelations, and a host of questionable policies, it's no wonder that trust in government is at an all-time low. What I find interesting is that business leaders don't fare much better than their government counterparts in key areas, according to the 2014 Edelman Trust Barometer. So, I set out to understand why and what I found was unanticipated. Read more »
Anna Papachristos | February 19, 2014
Last week, my boyfriend surprised me with an early Valentine's Day dinner. I've always enjoyed his cooking, so I was eager to see what he had up his sleeve. Lucky for me, the menu included both the main course (butternut squash soup and chicken scampi, yum!) and dessert (golden yellow cupcakes with chocolate frosting). Yet, while the evening itself was unexpected, the greatest shock came when I caught a glimpse of the cake mix box. Read more »
Mila D'Antonio | February 17, 2014
Last week, my friend and I made one last trek to Loehmann's after finding out the discount department store will close its doors later this month after 93 years in business. We wanted one last chance to wade through the racks of latest fashions and to take advantage of the 60 percent discounts. Read more »
Anna Papachristos | February 12, 2014
On ABC's The Bachelor, the man of the hour typically splits his time between one-on-one dates and group dates. Each eligible lady eagerly anticipates the prospect of the one-on-one, as they logically prefer the intimacy of one day alone over sharing their potential love interest's attention. Such dates allow the "couple" to build and strengthen their budding relationship, while group dates pander to the insecurities of every woman in the group. Read more »
Mila D'Antonio | February 10, 2014
CVS made a bold move last week when the chain announced that it would discontinue selling tobacco products in its retail pharmacy stores. In an effort to align its merchandise with its mission of, "helping people on the path to better health," the company's decision is a question of ethical business and doing what's right for the customers. Read more »
Mila D'Antonio | February 3, 2014
In 1984 Steve Jobs introduced the Apple Macintosh during a Super Bowl XVIII commercial. The computer went on to become the first commercially successful personal computer to feature a mouse and a graphical user interface. Read more »
Guest Blogger: Harley Manning | January 31, 2014
My colleague John Dalton and I recently published a report outlining our major predictions for customer experience in the coming year. What we envision is perhaps best summed up by the old William Gibson quote: "The future is already here, it's just not evenly distributed." Read more »
Mila D'Antonio | January 27, 2014
While attending a cocktail party in December, I met a woman who returned to the U.S. that day from Costa Rica. She was a flight attendant and drove directly to the party from JFK airport. When I asked her which airline she worked for, she replied, "the worst airline in the world." I responded, "Let me guess--United Airlines." Read more »
Guest Blogger: James McQuivey | January 24, 2014
Marketers, you are officially on notice: The very idea of 'brand relationship' is going to become irrelevant thanks to digital disruption. If you continue to focus on building a wonderful brand relationship with your customer, you will one day awake to find that someone else has taken your place in your customer's life. Not with a more compelling brand relationship, but with a more compelling digital customer relationship. Read more »
Mila D'Antonio | January 13, 2014
Today kicks off The NRF 103rd Annual Convention & EXPO at the Javits Convention Center in New York City and more than 30,000 retail professionals from around the world are expected to attend. I also look forward to attending the conference tomorrow to learn the trends and to see firsthand the technologies that will shape customer experience in retail this year. Senior Writer Cynthia Clark is there today and will share her findings in 1to1 Media's blog on Thursday. Read more »
Mila D'Antonio | January 6, 2014
As we enter into 2014, we look for help and advice in organizing our businesses and teams. We also look toward experts' forecasts and trends to help us best prepare for the year ahead and to decide where to focus key investments. Read more »
Mila D'Antonio | December 30, 2013
The importance of delivering an optimal customer experience cannot be overstated. This year saw some notable blunders. Here are five that I believe stood out the most. Read more »
Guest Blogger: Vanessa Saulsberry | December 27, 2013
While most people looked ahead to 2014, I did exactly the opposite. I reflected on some of my more sour moments and realized what I learned from them. Typically I'm the most jovial customer, but in a brazen spree of outrage and deceit I did some things that I can't take back, so this is my moment of penance: Read more »
Mila D'Antonio | December 23, 2013
Whether it's the airlines embracing mobile to assist customers, a bad-boy company promising to make over its service standards, or the launch of new technology that will change how consumers pay for everyday retail goods, these 10 customer experience incidents will change the course of how organizations deliver customer experiences. Read more »
Mila D'Antonio | December 16, 2013
As 2014 approaches, business leaders everywhere are making their New Year's resolutions, targeted and prioritizing specific goals to help improve the omnichannel customer experience, increase customer loyalty, and ultimately advance their businesses. For many, two resolutions will appear at the top of their lists: to convert more leads into sales and to better understand and manage Big Data. Read more »
Mila D'Antonio | December 9, 2013
It's that time of year again when goal-setting for the year ahead and reflections on decisions rendered become routine. Business leaders everywhere are no exception, as now is the time to look ahead at ways to stand out from the competition and enhance the customer experience. Read more »
Anna Papachristos | November 27, 2013
Thanksgiving has always been a convoluted mess. Our predecessors plundered the Native American land, the occasion wasn't recognized as an official holiday until 1863, and I'm not even certain as to why we specifically target turkeys for the main course. But one thing's for sure--"thanks" and "giving" no longer go together like peanut butter and jelly. Read more »
Mila D'Antonio | November 25, 2013
As a growing number of retailers are opening their doors on Thanksgiving, a handful are bucking the commercial trend and staying closed, respecting employees and their families and attracting positive word of mouth in the process. Nordstrom, Costco, Ross Stores, TJ Maxx, Marshall's, Burlington Coat Factory stores, Sam's Club, and BJ's Wholesale are choosing not to encroach on America's family centered holiday by remaining closed on Thursday. Read more »
Guest Blogger: Kerry Bodine | November 22, 2013
B2C financial services provider Ally Bank and B2B professional services firm PwC Australia took home top honors in the design category of Forrester's first annual Outside In Awards. In our recent report, Amelia Sizemore and I describe how--despite vastly different business models and target customers -- Ally and PwC followed strikingly similar approaches: human-centered design processes that involved a collaborative kickoff stage, extensive research, contributions from customers and multiple parts of the business, and numerous iterations of prototyping and testing. Read more »
Mila D'Antonio | November 18, 2013
Each year it seems as though the holiday shopping season starts earlier and earlier. This year is no exception. Given that it's the shortest shopping season with only 27 days between Thanksgiving and Christmas, many consumers have already been hitting the malls and browsing online for deals. Read more »
Guest Blogger: Paul Hagan | October 25, 2013
A customer experience ecosystem map is a visual technique that connects end-to-end customer processes to the ecosystem of employees, partners, capabilities, processes, technology, information and interfaces involved in delivering the experiences. Without these maps, companies regularly perform "blind-man-and-the elephant" exercises in which different silos of an organization see only parts of the customer's experience related to their own jobs. A customer experience ecosystem map breaks down this tunnel vision to help systematically improve or re-design experiences to deliver value. Read more »
Mila D'Antonio | October 21, 2013
Modern-day CRM started its roots in the 1960s with the "4 P's" marketing framework--product, price, place, and promotion. Any relationship marketer who has been at their craft since the 1980s knows that this structure eventually became the foundation to describe companies' focus on understanding individual customer segments and delivering personalized service and marketing engagement strategies. Read more »
Anna Papachristos | October 16, 2013
There's something inherently magical about your first "big girl bed" (or "big boy bed" if you're of the male variety). But when you awake to a busted spring--on your birthday, no less--it's hard not to find yourself back in the throes of reality. After nearly 20 years, my beautiful mattress decided to remind me I'm no longer a child, sending one lone coil jutting through the material and straight through my heart. (Yes, that may sound melodramatic, but the spring Read more »
Mila D'Antonio | October 10, 2013
When 1to1 Media launched the first Customer Champions program back in 2004, the goal was to shine a light on the people within companies of all sizes who are making a difference in moving their organizations' customer experiences forward. Read more »
Mila D'Antonio | October 7, 2013
Today marks the start of Customer Service Week where thousands of companies will honor and award their employees in an effort to boost morale and celebrate those committed to delivering exceptional customer service. In an effort to encourage continuous improvement for companies' service organizations beyond October 11, I'm making the following recommendations. Read more »
Guest Blogger: Harley Manning | October 4, 2013
How's this for a challenge? Imagine you're the president of one of the largest economy hotel chains in America. Your goal: deliver a consistent, high-quality on-brand customer experience across all of your properties. Read more »
Mila D'Antonio | September 30, 2013
In 1993 when Don Peppers and Martha Rogers, Ph.D., wrote The One to One Future, the content was groundbreaking. Their radical theory of selling more goods to fewer people revolutionized marketing. Read more »
Guest Blogger: Harley Manning | September 27, 2013
We all felt extremely lucky to score Harit Talwar as a speaker for Forrester's Forum For Customer Experience Professionals West, which is coming up on October 9th and 10th in Los Angeles. Why lucky? It's for two main reasons. Read more »
Mila D'Antonio | August 19, 2013
What's more effective at growing customer loyalty--loyalty card/points programs or everyday low prices? A growing number of grocery chains are opting for low prices. Earlier this summer, grocery chains Acme, Shaw's, Albertson's, Star Market, and Jewel-Osco, all made the decision to ditch their customer loyalty programs for everyday low prices. Read more »
Guest Blogger: Harley Manning | August 16, 2013
It feels like this summer is flying by. Although it seems like yesterday when we put on Forrester's Customer Experience Forum East in New York City, it was actually back in June. And now our Forum For Customer Experience Professionals WEST in Los Angeles is just eight weeks away. Read more »
Anna Papachristos | July 31, 2013
Growing up, we often become accustomed to particular brands because of our family's own attachment. Certain families prefer Pepsi over Coca-Cola, while others enjoy McDonald's more than Burger King. In my family, when it comes to Bologna, we've always relied on Deutschmacher. (No, that's not spelled O-S-C-A-R.) That is, until our local supermarket stopped carrying our beloved bologna brand. Read more »
Guest Blogger: Harley Manning | July 19, 2013
Does a big bank care about customer experience? And if so - why? Those are the fundamental questions answered for Wells Fargo by its CMO, Jamie Moldafsky, at Forrester's Forum for Customer Experience Professionals in New York on June 25. Read more »
Guest Blogger: Kerry Bodine | July 12, 2013
These are extraordinary times. Of course, I'm not the first person to say these words. That's how JFK kicked off his man on the moon speech in May 1961. He also said (slightly paraphrased), "We choose to go to the moon in this decade -- not because it is easy, but because it is hard." It's an inspirational line, but come on. The real reason that JFK decided to put a man on the moon wasn't because it was difficult. Read more »
Mila D'Antonio | July 1, 2013
The path to customer maturity often seems more like a long and winding road with many stops and starts, detours, and bypasses. The laundry list of things that can go wrong in designing, implementing, and managing the processes and strategies that comprise the successful execution of the customer experience is endless. Read more »
Guest Blogger: Harley Manning | June 28, 2013
Way back in January I spoke at the Luxury FirstLook conference put on by Luxury Daily in New York (a terrific event, by the way). Several of the other speakers intrigued me. One, in particular, gave a speech that I immediately wanted to bring to attendees at our own Customer Experience Forum: John T. A. Vanderslice, the global head of luxury and lifestyle brands at Hilton (those brands being Waldorf Astoria and Conrad). Read more »
Anna Papachristos | June 19, 2013
Just as brands need consumers to purchase their goods and services to stay afloat in today's competitive market, social networks would be nothing more than online ghost towns without the people who populate these pages with their thoughts and experiences. But, while social media offers consumers an outlet for their opinions, such channels also open up the opportunity to build relationships that exist beyond the company's traditional offerings and cultivate the strong trust and loyalty behind brand advocacy. Read more »
Guest Blogger: Kerry Bodine | June 14, 2013
Firms crave differentiation. But the truth is that even companies with dedicated time and budget for customer experience innovation focus most of their efforts on two things - whatever their competitors are doing and whatever the latest technology enables them to do. When companies blindly add shiny new features or trendy technologies to their mix of customer experiences, they're innovating just for innovation's sake. Read more »
Anna Papachristos | June 12, 2013
Facebook has revolutionized the way consumers interact with friends, family, and brands. But, just as these shoppers have incorporated the social network into their daily routines, companies must also work to make social media an integral part of their customer strategy. For Migros, winner in the Social and Mobile Engagement category of this year's Gartner & 1to1 Media CRM Excellence Awards (EMEA/APAC region), Facebook now represents the key component behind the brand's interactive loyalty program. Read more »
Mila D'Antonio | June 10, 2013
Plato said knowledge is the food of the soul. For companies aiming to engage intelligently with their customers, knowledge is the appetizer, main course, and dessert. Without knowledge about their customers, companies can't understand their needs, preferences, or buying histories and therefore are unable to deliver the most optimal service strategies as a result of that deficit. Siloed information, multiple customer channels, and legacy systems continue to threaten knowledge's stronghold in organizations. Read more »
Mila D'Antonio | June 5, 2013
I recently came across an interview with Amazon Chairman and CEO Jeff Bezos, in which he was quoted this: "What's dangerous is not to evolve...You have to have a willingness to fail.... It's not enough to just listen to customers; you have to invent on their behalf." Read more »
Mila D'Antonio | June 3, 2013
Sometimes employees do stupid things that negatively affect the customer experience. And sometimes the leadership of those companies can flip a potential disaster into a positive public relations coup, gaining positive customer sentiment as a result. Read more »
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