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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 »
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 »
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 »
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 »
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 »
Guest Blogger: Harley Manning | January 10, 2014
In a previous post I wrote about speakers at Forrester's Customer Experience Forum EMEA who represented companies in the "repair" phase of customer experience maturity. Their mission: Find broken experiences, fix them, and measure the results. 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 »
Guest Blogger: Kerry Bodine | January 3, 2014
Companies can turn to a variety of experts -- like interactive agencies and customer experience transformation consultants -- for help with improving or innovating the customer experience. But despite years of experience and a thriving professional network, one type of expert remains virtually unknown to customer experience professionals: the service design agency. Customer experience professionals should seek out service design agencies because: 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 »
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