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Judith Aquino | September 25, 2014
At Uber, employees receive a reward for an idea that isn't implemented, i.e., a "losing idea" as well as ideas that are adopted, said Uber General Manager Chris Nakutis. Read more »
Anna Papachristos | September 24, 2014
For as long as I can remember, I've always referred to my legs as "chubby stubs" because when you're 4'11" all such body parts tend to grow outward, not upward. Thus, when winter boot season arrives, I typically gravitate toward the shorter varieties because I'm well aware that knee-high boots are reserved for tall women with toothpick limbs. 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 »
Anna Papachristos | September 10, 2014
We live in an era where innovation enthusiasts salivate over the prospect of an all-new Apple product. People crave the latest gadgets so strongly that they willingly camp out just so they may be first to own such goods. Yet, while this obsession with technology continues to fuel exploration and drive progress, fewer individuals choose to embrace traditional media with each passing day. Read more »
Mila D'Antonio | September 8, 2014
The Home Depot last week confirmed it's investigating "unusual activity" concerning its customer data after an investigative report revealed possible fraudulent activity on the company's payment systems. 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 »
Anna Papachristos | September 3, 2014
When it comes to jargon, it's often hard to uncover what's hiding behind those fancy words. In the marketing world, however, one term continues to perplex the masses more than most: Native advertising. Yet, while many still fail to fully grasp its meaning and intention, this mode of content creation persistently proves to be lucrative, encouraging widespread adoption despite its veiled existence. Read more »
Mila D'Antonio | August 25, 2014
Unless you've been living in a dark hole for the past month, you've heard of the "The Ice Bucket Challenge" and are likely one of the millions of people who've uploaded an ice bucket video to social media. The challenge, which involves dumping a bucket of icey water over one's head in an effort to raise awareness for the ALS Association, has morphed into a pop culture phenomenon of the summer, particularly in the United States. 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 »
Judith Aquino | August 7, 2014
Focusing on customer centricity could be the glue that finally brings chief marketing officers (CMOs) and chief information officers (CIOs) together, according to recent studies. Marketing and IT functions are often on opposing sides in a company, with CIOs struggling to meet the demands of CMOs who are looking for quick access to information. Read more »
Anna Papachristos | August 6, 2014
Selling women's shoes can be as simple as ABC--affordable, beautiful, and comfortable. Hit those three nails on the head and you're golden. But, if you take your cues from Nine West's new ad campaign, you may be more apt to belittle and offend your target market instead. 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 »
Anna Papachristos | July 23, 2014
If you wander to the back corner of the women's section in your local American Eagle Outfitters, you may notice something slightly out of the ordinary. At first glance you'll recognize the store's standard selection of crop tops, short shorts, and babydoll dresses. But closer inspection will reveal that each item features the same, albeit unexpected, characteristic--everything's one-size-fits-all. 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 »
Anna Papachristos | July 9, 2014
Consumers currently share more personal data than ever before. However, in many instances, the companies that collect said information fail to integrate this insight in ways that improve the customer experience. Though they actively apply consumer preferences to boost personalization, they neglect to move beyond the general everyman, thereby focusing on the average customer, not the individual. Read more »
Mila D'Antonio | July 7, 2014
Last year online wine sales topped out at $5 billion worldwide, according to estimates from the Bordeaux Management School. In fact, of the 3,000 people surveyed, 57 percent had visited an online wine site, while 35 percent had made an online wine purchase. Read more »
Anna Papachristos | July 2, 2014
Most professionals operate in an atmosphere of overanalysis. They nitpick every detail of the customer experience, actively seeking discernible behavior patterns and engagement opportunities across all touchpoints. Yet, while such strategies are essential for long-term survival, marketers and salespeople must look beyond the data and remember what it's like to live on the other side of this insight. 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 »
Judith Aquino | June 26, 2014
Consumers don't think of themselves as big game to be targeted and captured by marketers, but The Onion knows better. The parody publication published an image two weeks ago of a man lying face down in a parking lot with the caption, "A Procter & Gamble marketing team attaches a tracking collar to an incapacitated head-of-household specimen." Read more »
Anna Papachristos | June 11, 2014
Big Data may present dilemma after dilemma, but collecting too much information may be the greatest faux pas of all. Businesses across industries constantly struggle to develop an effective Big Data strategy, yet many fail to recognize that gathering every possible morsel of customer information will only leave them bogged down, drowning in an unyielding data deluge with no way to bring this insight to action. Read more »
Anna Papachristos | June 4, 2014
Delivering relevant content at the specific moment when consumers are looking to make decisions remains very powerful, boosting retention and strengthening relationships. However, as email open rates decline due to the overall swell in email volume, marketers are finding it increasingly difficult to reach consumers' inboxes, leading many to believe responsive design holds the secret to future success. Read more »
Anna Papachristos | May 28, 2014
Personalization has become an integral component for successful omnichannel strategies, as companies understand that individualized experiences persuade customers to engage across multiple touchpoints, driving lifetime value and revenue. For the retail sector, incentivizing shoppers to interact with the brand across numerous channels encourages them to spend more and spend often. 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 »
Anna Papachristos | May 23, 2014
While it's important for companies to meet consumer demand and satisfy evolving expectations, those who rise above the competition go beyond the norm, anticipating future needs and proactively delivering these unknown desires. Forward-thinking creativity has become an essential component for companies looking to gain the competitive advantage and, for this year's lone winner in the 2014 Gartner & 1to1 Media CRM Excellence Innovation category, engagement stands as the primary differentiator. 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 »
Anna Papachristos | May 7, 2014
In an odd twist of fate, one recent study conducted by the University of British Columbia's Sauder School of Business concluded that rude retail associates might actually boost sales. The study, which will be published in the October 2014 edition of the Journal of Consumer Research, indicates that customers who encounter snobby salespeople at high-end retail stores often become more willing to purchase these pricey goods in order to gain the associate's approval. Read more »
Guest Blogger: Sam Stern | May 2, 2014
In my latest Forrester report, "5 Steps To Create And Sustain Customer-Centric Culture," I answered the question I hear most often from clients: What are the steps in the process to actually transform organizational culture to be customer centric? I interviewed companies that have successfully completed this transformation, and companies that are in the midst of that process right now. I learned that there are five steps companies must take to create and sustain customer-centric culture: Read more »
Anna Papachristos | April 30, 2014
Content may be "king" to some, and "queen" to others, but as this emerging marketing strategy continues to occupy the minds of professionals across industries, one may soon argue that content represents the entire royal family. 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 »
Guest Blogger: Sam Stern | April 4, 2014
In my recent report for Forrester, "How To Build A Customer-Centric Culture," I describe how customer experience professionals use three tools to embed customer focus in their organizations: 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 »
Anna Papachristos | March 26, 2014
Mobile customer care is rapidly becoming an opportunity for companies to differentiate themselves in an increasingly competitive economy. But, as Bruce Bales, vice president of product management at mBlox, notes, companies must look beyond marketing and advertising to include care as a means to engage consumers. The direct nature of mobile messaging remains the most effective way to grab consumers' attention. Therefore, brands that can take a care-centric approach to their mobile strategy will drive customer loyalty and long-term value. 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 »
Guest Blogger: Rick Parrish | March 14, 2014
Things have been tough for US federal customer experience (CX) lately: budget, procurement, IT management, and other problems I've already detailed have hamstrung federal agencies' efforts to truly elevate their customer experiences. The worst failure was of course the healthcare.gov debacle, which--as I wrote about last month--tarnished both the Affordable Care Act and the President himself. But other problems, like the claims backlogs at the Department of Veterans Affairs (VA) and Social Security Administration (SSA), have been growing, too. Read more »
Anna Papachristos | March 5, 2014
There's always been one line in Mike & the Mechanics' "The Living Years" that I just can't shake: You can listen as well as you hear. Simple, yet profound, this brief lyric applies to all elements of the human condition. From personal relationships to chance encounters, we all have the ability to hear, yet few observe the willingness to listen. 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 »
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