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Mila D'Antonio | July 18, 2016
You may have seen them over the weekend wandering the streets like zombies and glued to their mobile phones. No, they weren't extras in an episode of "The Walking Dead." They were players in Niantic Labs' new augmented reality game Pokémon GO. Since its launch last week, the GPS-enabled game has become an overnight sensation with at least 15 million downloads as of late last week, making Niantic $14 million in just a few days. Read more »
Tom Hoffman | May 24, 2016
As the leader of the company, the CEO often sees himself or herself as the person who is ultimately responsible for the customer experience. While some past studies have revealed a disconnect between the quality of the customer experiences the CEO believes a company delivers to its customers and what customers' actual perceptions are, a recent survey of CEOs finds that many chief executives view customer experience as the most effective opportunity for obtaining a competitive advantage. Read more »
Mila D'Antonio | May 20, 2016
The U.S. has long been experiencing an employee engagement crisis. That's changing, according to Gallup. Gallup's tracking in March showed an upturn, indicating that companies may be breaking through engagement barriers that have caused stagnant numbers in recent years. March's numbers showed that the percentage of U.S. workers whom Gallup considers "engaged" in their jobs averaged 34.1 percent in March, the highest level since Gallup began tracking U.S. workplace engagement daily in January 2011. Read more »
Tom Hoffman | May 10, 2016
These days, it seems as if all customers have heightened expectations for receiving consistent customer experiences. While customer expectations will vary based on each consumer's mindset going into an interaction and what they expect out of it, people who are paying for a high-end product or service typically have amplified expectations. I recently had a chance to discuss some of the components of delivering a luxury customer experience with Ana M. Brant, Director, Global Guest Experience & Innovation at Dorchester Read more »
Mila D'Antonio | April 1, 2016
As more employees take on multiple responsibilities with little to no pay increases and no growth paths in place, it therefore should be no surprise that employee engagement is at an all-time low. Read more »
Mila D'Antonio | March 21, 2016
This weekend's NCAA Men's Division I Basketball Championship games resulted in improbable upsets and jaw-dropping plays. Whether it's Gonzaga's win or Michigan State's loss, March Madness ended with a lot of surprises. Many of your employees are checking their brackets this morning and either celebrating their wins or licking their wounds. Read more »
Mila D'Antonio | March 18, 2016
Today's businesses find that happy employees are productive employees. All that happiness and productivity leads to satisfied customers too. Read more »
Mila D'Antonio | January 11, 2016
It's the time of the year again when customer experience leaders everywhere are planning their strategies for 2016. Separating their organizations from their competition is no longer about price; instead it's about providing experiences that are in tune with customers' needs. As leaders analyze their objectives for 2016, here are five key customer experience trends to focus on. Read more »
Anna Papachristos | December 23, 2015
Peace on Earth and goodwill toward man--admirable concepts, particularly at this time of year, but still considerably lacking among the general public as of late. You see, 'commercialism' has become the C-word that defines the season, not 'Christmas' or 'Chanukah' even, putting the focus on 'me' ahead of 'we' more and more each year. Thus, as shoppers make their final purchases and travelers embark upon their journey home, we must take some time to assess how our self-involved behaviors impact Read more »
Mila D'Antonio | December 14, 2015
When the New York Times published an article in August shining a spotlight on Amazon's bizarre company culture, it triggered a barrage of comments and articles about the importance of culture in engendering engagement. Personal accounts of 1 a.m. conference calls, strongly encouraged 60-hour work weeks, and a culture that appears to throw people under the bus to advance in the organizational hierarchy are just a few of the strange experiences employees at Amazon reported and which also fly in Read more »
Anna Papachristos | December 9, 2015
While companies are constantly looking for ways to engage and connect with their customer base, the greatest gap in strategic development often stems from the lack of communication and understanding between frontline staff and organizational leaders. For sales teams, in particular, this rift becomes especially obvious when leaders purchase and implement tools without the frontline user's perspective in mind. Read more »
Tom Hoffman | December 8, 2015
As we race towards 2016 and the U.S. labor market continues to gain strength, industry observers are forecasting an upsurge among employees who jump ship from their workplaces. Strictly from a compensation standpoint, an increase in employee turnover is understandable. According to Mercer, Towers Watson, and other human resources firms, salary increases for employees are expected to rise 3.0 percent or less next year. By comparison, the average wage increase for workers who leave for new jobs is typically in Read more »
Anna Papachristos | December 2, 2015
As job functions continue to evolve, employees have come to expect more from the training programs designed to advance their skills. While these programs provide employees with the knowledge necessary to fulfill their roles, employees also crave engaging lessons that empower them to grow and develop along their personal career path. By establishing programs that sustain individual improvement, leaders demonstrate their investment in both the business and their employees, for they understand that each staff member supports the company's overall Read more »
Anna Papachristos | November 18, 2015
Every successful executive understands that, ultimately, their employees reflect their leadership skills. Because they set the example, each employee subsequently embodies the strengths and flaws of those who govern their position. For our 2015 1to1 Media Customer Champions, this notion acts as their guiding principle, as they recognize that, every employee must be engaged in order to deliver optimal customer experiences. Read more »
Mila D'Antonio | November 16, 2015
Stephen R. Covey said, "Most people do not listen with the intent to understand; they listen with the intent to reply." The 2015 1to1 Media Customer Champions are doing the former and proving that listening to understand leads to big results. Read more »
Anna Papachristos | November 11, 2015
Practically every retail store currently has their 'Now Hiring' sign front and center in preparation for the holiday rush. But this season, many retailers will be operating differently than they're accustomed to, as they will no longer utilize on-call scheduling to staff their stores. Read more »
Mila D'Antonio | October 26, 2015
In recent months, companies like Netflix and Google have set the standard for maternity and paternity leave policies by launching generous packages and lengthy leaves. Domo, a 5-year-old startup, is proving that small brands can stand up to the big boys when it comes to offering competitive policies and benefits. 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 »
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 »
Anna Papachristos | September 9, 2015
Over the years, we at 1to1 Media have attended countless conferences and industry events as part of our promise to bring our readers the latest trends within the customer experience strategy space. But, after attending multiple events this summer, I've come to realize that said conferences might not be as beneficial as leaders believe. Read more »
Judith Aquino | August 27, 2015
Imagine getting a job offer based on your online search activity or the content you've posted on social media. On one hand it's creepy, but just as marketers are using data analytics to deliver relevant content to consumers, similar tactics are being used to find qualified job candidates. Read more »
Judith Aquino | August 6, 2015
In what will hopefully become a trend, some companies are extending their maternity and paternity leave policies in the U.S. On Tuesday, Netflix announced that new mothers and fathers will get unlimited (full) paid leave for the first year of their newborn's life. And yesterday, Microsoft unveiled its own new parental leave policy. Read more »
Anna Papachristos | July 1, 2015
By 2020, the U.S. Treasury expects to replace Alexander Hamilton's spot on the $10 bill with the face of an unidentified woman. But, as The Daily Show correspondent, Jessica Williams, recently highlighted during an episode of the Comedy Central news program, this gesture seems like an ineffective, and relatively pathetic, attempt to appease female critics. "Honestly, at the end of the day, I don't [care] about who's on the bill. What I do care about is getting an equal share 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 »
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 »
Anna Papachristos | May 20, 2015
Digital and mobile technologies allow employees to remain connected no matter their physical location. Thus, the traditional office no longer exists in its original form, for workers have the ability to operate remotely. But, as the future of the average workplace shifts to accommodate these evolving standards, leaders must also realign their mindset to provide these employees with all they need to conduct business like their in-office counterparts. Read more »
Tom Hoffman | May 12, 2015
Periodically, a big brand will announce plans to invest millions of dollars in its customer service activities. In some cases, the same company continues to stumble a year or two later. We've all seen it before. Improving customer service isn't simply about throwing money at the problem or adding agents. Because customer care is multidimensional, organizational leaders also need to evaluate their customer care processes, the technologies they have in place, the criteria used to recruit and train agents, the Read more »
Mila D'Antonio | April 27, 2015
Last week, Oracle CEO Mark Hurd announce the company's plans to make almost all of its services--95 percent of its products--available via the cloud by its OpenWorld conference in mid-October. Read more »
Mila D'Antonio | April 20, 2015
The banker John Pierpont Morgan, founder of JP Morgan, once said that no one at the top of a company should earn more than 20 times of those at the bottom. Among FTSE-100 companies last year, only two chief executives met Morgan's proclamation. Read more »
Anna Papachristos | April 15, 2015
Just as the U.S. population grows more diverse, so must the average company's workforce. To remain on the cusp of innovation, leaders must conduct an internal audit to explore their brand's current scope and expand future outreach initiatives. Read more »
Tom Hoffman | March 24, 2015
Companies that consistently deliver exceptional customer experiences - companies such as The Ritz-Carlton, Apple, and USAA - don't get there by accident. They also don't rest on their laurels. They listen closely to what their customers are telling them and incessantly review and act on customer feedback, including processes that stand to be improved. Apple is a great example of this, having made recent modifications to the Apple Genius Bar through new mobile features. Read more »
Mila D'Antonio | February 16, 2015
Leadership can be defined as one's ability to get others to willingly follow. Of course, leaders can be nurtured, but effective leadership also requires certain traits. In honor of President's Day, I offer examples of some of the most effective U.S. presidents and the leadership traits that helped cultivate their successes. Read more »
Guest Blogger: Sam Stern | February 13, 2015
A few weeks ago, many of our customer experience analysts including my colleague Maxie Schmidt and me were glued to our computer screens, watching a presentation by a big bank. It had introduced a tool to capture and manage ideas from its employees on how to improve the customer experience. This presentation mattered to us because only 25 percent of CX professionals say their companies' CX programs actually improve customer experience. Those who fail lack insight into the root causes Read more »
Mila D'Antonio | January 26, 2015
In his annual State of the Union Address last week, President Obama outlined his proposal for Congress to allow six weeks of paid maternity and paternity leave for all workers. On Jan. 15, Obama already signed a presidential memorandum guaranteeing federal workers six weeks of paid leave if they have a new child. Read more »
Anna Papachristos | January 21, 2015
By now, many individuals have abandoned their lofty New Year's resolutions, for the promise of renewal has reverted back to business as usual. However, all hope may not be lost quite yet. Read more »
Anna Papachristos | December 29, 2014
Sooner or later, all modern technologies get replaced. Some evolve to meet demand, while others drift off into oblivion. Voicemail, for instance, continues to fade fast, for this mode of communication has become increasingly bothersome in today's hyper-connected world. Read more »
Anna Papachristos | December 24, 2014
Whenever 'My Grown-Up Christmas List' comes on the radio, I cannot help but pause to hear (and judge) the given singer's word choice, for there's one line that irks me beyond belief. You see, while many artists, such as Kelly Clarkson, prefer to sing the all encompassing "and everyone would have a friend," others opt for the exclusionary "and every man would have a friend." (I'm looking at you, Natalie Cole.) Perhaps I'm being nitpicky, as there's clearly no malice Read more »
Mila D'Antonio | December 22, 2014
In his book, The Self-Destructive Habits of Good Companies: ...And How to Break Them, author Jagdish N. Sheth offers sage advice: "shine a light on the dark places in your business. Uncover self-destructive habits before they destroy you." Understandably it's hard to kick a bad habit, but with dedication and self-observation you can successfully break the most common bad business habits. Here are four to eliminate in 2015: Read more »
Mila D'Antonio | December 8, 2014
The term, "disruption" has become the business buzzword of the year. But it's more than just jargon. Disruption in business involves having the ability to sense changes occurring in technology, customer behaviors, and product demands and being able to evolve quickly and implement plans outside the norm for long-term survival. Read more »
Anna Papachristos | November 26, 2014
While sales teams are an important driving force for profit in organizations across all industries, Sonic Automotive recognized that most are rarely given the tools necessary to achieve success. Thus, the auto retailer partnered with MicroStrategy to address the lack of insight accessibility by deploying FIRE (Financial and Insurance Reporting Engine), Sonic Automotive's internal mobile application, which enables sales professionals to close deals. 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 »
Mila D'Antonio | September 1, 2014
Many of us will celebrate Labor Day today with a picnic or partaking in retail's many sales. The real significance of Labor Day is to recognize employees and their contributions for the year. Read more »
Anna Papachristos | July 30, 2014
They say it's what's on the inside that counts. Yet, while we're still not quite sure who "they" are, this mantra certainly applies to IT. When it comes to implementing new systems and integrating the latest technology, companies must develop an infrastructure that allows staff to tap into customer data and improve the consumer experience effectively, with regard to both time and money. But, as businesses continue to balance new solutions with their legacy systems, streamlined internal operations are more Read more »
Mila D'Antonio | July 28, 2014
Earlier this month, Google Co-Founder Larry Page entertained the notion of businesses implementing a four-day work week during a fireside chat with Google co-founder, Sergey Brin, when he said that everyone needing to work frantically "is just not true." 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 16, 2014
From Facebook and Twitter, to Instagram and Pinterest, social media continues to prove it's not just some trend, but also an emerging platform for individuals and brands to connect and converse. But, as social media expands into an enterprisewide initiative, more companies beginning to consider to pros and cons of bringing their CEO into the mix. While many feel this step would bring an added human element to their business, others worry that exposing their CEO to public scrutiny may 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: Sam Stern | March 7, 2014
In my latest research report for Forrester, "Drive Customer-Centric Employee Behavior With Rewards And Recognition," I describe how companies modify their reward and recognition programs to drive more customer-centric employee behaviors. 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 »
Anna Papachristos | February 26, 2014
With technology comes an air of mystery. Because the overall landscape continues to evolve at breakneck speed, companies across industries see technology as an alluring force that must be embraced in order to remain competitive. Yet, while senior executives work to integrate the latest and greatest tools, this focus often leads many to forget and forego the communication strategies necessary to keep employees engaged. 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 »
Guest Blogger: Sam Stern | February 7, 2014
Companies that want to create a more customer-centric culture must socialize customer focus among all employees. Socialization includes three sets of activities: Communicate the importance of customer-centricity, train employees to deliver the intended experience, and reinforce customer centricity with routines. 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: Vanessa Saulsberry | January 17, 2014
"Eeeek eeeek. Wakka wakaa!" That is one of the many calls of the gregarious meerkat. Translation: probably something like "Run, Forrest! Run!" It's a constant battle for meerkats to protect themselves from the elements of the blistering Kalahari Desert. Each day must be meticulously calculated and every member must work in concert to stave off a startling range of threats, and capitalize on tasty opportunities. Read more »
Guest Blogger: Sam Stern | December 13, 2013
Earlier this year, I spoke with Kathleen Cattrall, Interim Chief Experience Officer, at VCA Animal Hospitals about the company's customer experience transformation efforts. VCA is a publicly traded company (fittingly, their NASDAQ ticker symbol is WOOF) that owns and operates more than 600 pet hospitals in the U.S. and Canada. Its work to create more customer-centric hiring processes features in my latest report, "How to Hire and Onboard Customer-Centric Employees." Read more »
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