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Judith Aquino | November 27, 2014
As we enter the busiest shopping and travel season of the year, customer service agents are bracing themselves for the inevitable increase in calls and messages. And tense situations can get even worse when the personalities of the caller and agent clash Read more »
Mila D'Antonio | November 24, 2014
Tis the season for celebration, giving, and...shopping! As Black Friday approaches and Cyber Monday nears, consumers are thinking of how to score the best deals possible, while retailers focus on delivering the best possible customer experience. Here are five tips to help boost your customer engagement and increase retention during the holiday shopping season: Read more »
Guest Blogger: Maxie Schmidt-Subramanian | November 21, 2014
In our latest survey on the state of the art of VoC programs, 71 percent of respondents said their VoC program was not fully or mostly effective in driving actions. That's jarring. No matter how much effort you put into collecting VoC, the insights are still only as good as what stakeholders in the company do with them. Read more »
Mila D'Antonio | November 17, 2014
When I attended Customer Engagement World earlier this month, I heard questions in some sessions about how to reach the multi-screen customer. Attendees wanted to know everything from how to use Instagram to reach younger audiences to ways to integrate customer insights from social channels into the traditional marketing mix. While some panelists shared some solid examples and offered helpful advice, I still saw confusion on the faces of many in the audiences. Read more »
Guest Blogger: Rick Parrish | November 14, 2014
If you weren't looking, you might have missed a major recent development in federal customer experience (CX). In August, the White House announced the creation of the U.S. Digital Service (USDS), a team of experienced technologists based in the Office of Management and Budget and led by Deputy Federal CIO Mikey Dickerson. The team's job, simply put, is to improve federal CX by establishing digital services standards and accountability, identifying scalable customer-facing CX technologies for federal agencies to use, and Read more »
Mila D'Antonio | November 10, 2014
Visual content is changing social media and marketing campaigns. Businesses are finding that content that contains images is more valuable for businesses, as it has a higher chance of being shared than anything else on social media with statistically more page visits and increased engagement. Read more »
Guest Blogger: Michael Gazala | November 7, 2014
2014 wasn't a good year to be average. Since 2007, the average customer experience in the industries that Forrester tracks has gone up across the board, and the number of truly awful experiences has dropped like a rock. So if your CX is average, it's just not good enough to win, serve, and retain customers. And it won't get any easier next year: With companies investing more than ever to differentiate their customer experience, your average offering will soon be Read more »
Mila D'Antonio | November 3, 2014
Since its inception in 2004, the 1to1 Media Customer Champions has grown into a one-of-a-kind awards program that honors and spotlights the individuals responsible for game-changing customer-focused strategies-- a truly unique event that honors the leaders who create innovative change in their organizations. Read more »
Anna Papachristos | October 29, 2014
Though Halloween may be known for its tricks and treats, the craziest antics often come well before All Hallows' Eve even arrives. You see, as Halloween continues to gain in popularity, consumers are now scrambling to conjure up costumes and stockpile sweets before one holiday rolls into the next. In fact, according to the NRF's Halloween Consumer Spending Survey, consumers are expected to spend $7.4 billion on Halloween goods in 2014. Thus, with added importance and immediacy driving shoppers to Read more »
Guest Blogger: Sam Stern | October 24, 2014
In my latest report for Forrester, How Customer Experience Champions Transform Culture, I take a closer look at how companies are using these programs to drive customer obsession. In 2014, a number of companies have launched their own versions of these programs, so we thought it was time to take a closer look. These programs work as extensions of core customer experience teams which tend to be quite small. Champions help: Read more »
Mila D'Antonio | October 20, 2014
As more and more consumers gravitate toward mobile as their preferred channel to conduct their daily tasks, customer service will be well on its way to becoming the future trend for mobile apps and services. Read more »
Guest Blogger: Harley Manning | October 13, 2014
Successful leaders today must challenge the status quo, abandon standard processes, and embrace creative disruption, according to thought leaders at this year's World Business Forum. Read more »
Guest Blogger: Harley Manning | October 10, 2014
Here's an objection I sometimes hear when I talk to people about how improving customer experience can boost business performance: "Sure, it sounds great for glam industries like automotive or fashion. But I sell widgets." Read more »
Don Peppers | October 7, 2014
Most definitions of "customer experience" boil down to how a customer perceives all their various interactions with a product. And of course this only really makes sense when we try to view it from the customer's own point of view. The quality of a customer's experience with your product or service is whatever the customer says it is. Read more »
Mila D'Antonio | October 7, 2014
Creating the perfect customer experience is a challenge for many of us. In recent years, we've seen many customer experience blunders. J.C. Penney, for instance, stands out as one of the most well known when it overhauled its operations without asking many customers what they wanted. The company changed the layout of nearly every store, overwhelming and losing long-time customers resulting in a 25 percent sales loss in one year. Read more »
Mila D'Antonio | October 6, 2014
According to the Temkin Group's recent report, The State of Customer Experience Management, 2014, six out of 10 large companies want to be their industry's CX leader within three years. In many cases, customers who report having good experiences with companies are likely to recommend those brands to friends and buy from them again. Read more »
Guest Blogger: Sam Stern | September 26, 2014
In my last Forrester Research report, Standardize Great Customer Experience Delivery, I look at how companies create, share and assess customer experience standards. Done well, CX standards prevent avoidable customer experience mistakes, ensure consistent experience delivery, and set a high bar for customer experience quality. But bad CX standards are worse than no standards at all. Read more »
Mila D'Antonio | September 22, 2014
In the 1970's when Larry Ellison worked at Amdahl, an IT company that specialized in IBM mainframe, he came across a paper that would serve as the catalyst that would alter the course of his entire life."A Relational Model of Data for Large Shared Data Banks," by Edgar F. Codd described the concept of Structured Query Language (SQL) he had developed at IBM. Codd's employers saw no commercial potential in the SQL concept, but Ellison did. Read more »
Mila D'Antonio | September 15, 2014
Apple's influence is undeniable. In the first 24 hours since announcing the new iPhone 6 last week, the company took 4 million preorders in the first 24 hours. Read more »
Guest Blogger: Harley Manning | September 12, 2014
I love Europe. I especially love the fact that in a very real sense there is no "Europe" as such: the U.K. experience is not the German experience, which is not the French experience, which is not the Italian experience, and so on. Read more »
Guest Blogger: Sam Stern | September 5, 2014
Companies that were founded on customer obsession -- like Southwest Airlines, Vanguard, and USAA -- derive significant financial benefits as a result. That's because a customer-obsessed culture helps customer experience professionals deliver high-quality, on-brand, consistent experiences that drive loyalty. Fortunately, even companies that weren't founded on customer obsession can transform their cultures and see big returns on their efforts. For example: Read more »
Guest Blogger: Harley Manning | August 22, 2014
Last week I blogged a video recap of day one of Forrester's Customer Experience Forum East, 2014. I had originally planned that post to cover both days of the forum, which has grown to become Forrester's largest event in our 30+ year history. But at some point I realized that there was just too much material to cram into a single post. Which led, inevitably, to this post with my video recap of day two. Read more »
Anna Papachristos | August 20, 2014
No matter the industry, progress ups the ante for all companies seeking the competitive advantage. For modern retailers, in particular, consumer expectations continue to drive the need for omnichannel innovation. But, as seamless experiences become integral to the average customer engagement strategy, retail brands must ensure that all channels are aligned internally in order to outwardly secure consumer satisfaction. Read more »
Mila D'Antonio | August 18, 2014
I was 5 years old when our neighbor's parents drove my friend and me home from school on a fall day in 1978 when we rounded the bend toward my house and saw a giant ball of flames. The town's volunteer firefighters had already arrived on the scene and were extinguishing the fire that started from the fuel tank defect in my family's Ford Pinto. Read more »
Anna Papachristos | August 13, 2014
Every so often, the warning signs appear--slow at first, then faster and faster. Images fail to populate, leaving behind nothing but question marks. Pages refuse to load, with only the 'refresh' button to rescue them from certain abandonment. Videos neglect to play, offering the viewer nothing but blank rectangles and empty air. Read more »
Guest Blogger: Rick Parrish | August 8, 2014
Ever notice how discussions of government customer experience (CX) improvement tend to get hijacked by debates about technology procurement? Neither did most feds I've mentioned it to lately. One senior official's response was typical but especially eloquent when he said "Huh, yeah. That's weird. Why do we always do that?!" Read more »
Mila D'Antonio | August 4, 2014
At the Google I/O conference in June, inventor and futurist Ray Kurzweil and Google's director of engineering, described how a computer can decipher between a human and an inanimate object, but it can't judge if a person is kind or mean. Read more »
Guest Blogger: Sam Stern | July 25, 2014
PURE insurance is using its customer-obsessed business model to stand out in the insurance industry. Since its start in 2006, PURE has grown more than 40 percent each year, and has one of the highest Net Promoter Scores in any industry. Read more »
Mila D'Antonio | July 21, 2014
We've all called a customer service department at one point or another and have encountered pushy or unhelpful customer service reps. Last week, the experience that San Francisco-based tech blogger Ryan Block encountered with an unnamed agent when he called Comcast to cancel his service, takes the cake. Read more »
Mila D'Antonio | June 30, 2014
A couple years ago brands started recognizing social media as a viable channel in which to engage customers, respond to their service inquiries, and foster relationships. Despite their initial and continued investments in technologies and strategies to incorporate service into these emerging channels, the majority of companies today still lack ownership and understanding of social media. Read more »
Guest Blogger: Sam Stern | June 27, 2014
Companies want customer-obsessed cultures that will help them differentiate in the age of the customer. But transforming a culture can be a challenge: It requires all employees to understand who their customers are, how customers perceive their interactions with the company, and what roles employees need to play in delivering the overall experience. Enter learning maps, which are fast becoming the centerpiece of small-group interactive training sessions at many companies. Read more »
Mila D'Antonio | June 23, 2014
When I started out at my first job as a journalist at a local daily newspaper in Pittsburgh nearly 20 years ago, we wrote our articles on a PC with a green screen using a DOS prompt. The Internet was only in its infancy so we relied on a combination of microfiche, the Yellow Pages, and knocking on doors to conduct our research and to track down sources. By the time I landed my second job at a newspaper journalist Read more »
Guest Blogger: Harley Manning | June 20, 2014
When I was 10 years old, I heard my father and my Uncle Bob talking about the car they'd most like to own. Noticing me, Uncle Bob asked, "How about you, Harley? What car do you want to drive when you grow up?" I immediately answered, "A Mercedes!" Read more »
Mila D'Antonio | June 16, 2014
Whether they're raising awareness, engaging with new audiences, or growing sales, marketers will flock to social media during the 2014 FIFA World Cup. Social media traffic for the month-long global soccer tournament is already outpacing the Sochi Olympics, with Facebook, YouTube, and Twitter at the center of the boom. Read more »
Guest Blogger: Sam Stern | June 13, 2014
In the age of the customer, companies must transform their cultures from product-centric to customer-centric. But that is easier said than done. Customer centricity requires all employees to understand who their customers are, how customers perceive their interactions with the company, and the roles employees play in delivering the overall experience. Customer experience (CX) rooms--immersive, interactive spaces that help employees better understand customers--have emerged as a powerful new tool for bring customers and their journeys to life for workforces. Done Read more »
Mila D'Antonio | June 9, 2014
Outstanding customer experiences don't just happen; they take careful planning. And in most cases, successful customer strategies occur because of the people behind them. The 2014 1to1 Media Customer Champions program aims to honor these people--employees across all areas of an organization who succeed in pushing their strategies forward through dedication, innovative ideas, and a commitment to doing what it takes to advance the customer experience. Read more »
Mila D'Antonio | May 26, 2014
"If you don't have a strategy for reorganizing your business, you're aiming at nothing, and I guarantee you'll hit it." - Gene Alvarez, Gartner At last week's Gartner Customer 360 Summit in Orlando, Gartner's Alvarez and Leigh McMullen conveyed that message during their opening keynote session. They reviewed the importance of bridging the digital chasm in companies and how building organizations powered by purpose and whose employees' goals are linked to the enterprise mission helps in advancing their digital strategies. Read more »
Guest Blogger: Rick Parrish | May 23, 2014
When Forrester first introduced the Customer Experience (CX) Ecosystem concept three years ago, we found that companies' attempts to innovate their CX were limited by tunnel vision. They couldn't see beyond the surface layer of individual touchpoints to understand the intricate web of behind-the-scenes dynamics that really create the customer experience. Read more »
Mila D'Antonio | May 22, 2014
Don Peppers and Martha Rogers, Ph.D., co-founders of Peppers & Rogers Group, have long said that the only way that a business can actually create value is with customers. Because if you don't have a customer, it doesn't matter how many products you have, you don't have a business. Read more »
Mila D'Antonio | May 19, 2014
In 2004, 1to1 Media set out on a mission to reward the best thinking and results in customer strategy. At the time, "Relationship Marketing" was fresh on the heels of the CRM revolution in the 1990s, sweeping the business world with its promise to forever change the way enterprises interact with their customer bases by understanding customer segments, delivering quality service, and increasing customer satisfaction and loyalty. Read more »
Mila D'Antonio | May 12, 2014
"As a source of innovation, an engine of our economy, and a forum for our political discourse, the Internet can only work if it's a truly level playing field. Small businesses should have the same ability to reach customers as powerful corporations." - Al Franken. Read more »
Mila D'Antonio | May 5, 2014
When customers decide to do business with a company, they want their transactions or inquiries to be handled without any catches. They want seamless interactions, or frictionless experiences devoid of additional steps, potential issues, and unnecessary hassles. Read more »
Mila D'Antonio | April 28, 2014
The best kind of experience a customer can have is one in which a company can meet her need or solve her problem completely effortlessly, without having to jump through hoops or overcome obstacles. Read more »
Guest Blogger: Harley Manning | April 25, 2014
It's that great time of year when I finally get to talk publicly about our CX Forum East in New York at the end of June. If you've ever been to one of our events you know that we always have a theme, and this year that theme is "Why Good Is Not Good Enough." Read more »
Mila D'Antonio | April 21, 2014
April is Customer Loyalty Month, a great time for companies to take inventory of the best practices, processes, and metrics around how they're engaging with customers across the enterprise in an effort to boost their loyalty. Here are five action items to help increase your company's customer loyalty in 2014. Read more »
Guest Blogger: Rick Parrish | April 18, 2014
When I ask government employees why improving customer experience (CX) is so important, I often hear a version of the same answer: "It's the right thing to do." But I'm not about to take an easy answer like that at face value, so I dig deeper. Read more »
Mila D'Antonio | April 14, 2014
Digital and social trends are the key factors driving the evolution of retail marketing today. Read more »
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 »
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 »
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 »
Anna Papachristos | March 19, 2014
There's nothing worse than rummaging through the aisles of the local Stop & Shop. Supermarket shopping has always been an unwelcome task, so when my mother and I were met with mile-long lines after an excruciatingly long day of running errands, we decided to approach this challenge with the utmost efficiency and speed. 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 »
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