CRM Magazine Blog

I’m Not Happy, But Where Am I Gonna Go?

Leonard Klie — Wed, 22 May 2013 21:10:29 +0000

The American Customer Satisfaction Index came out yesterday, and although it shows that customers are happier with many goods and services today than they were a year ago, the news isn’t all that great. Making significant gains this year was the information sector, which includes service providers for wireless and landline phone, Internet, and subscription [...]

Using Video to Rev(ive) the In-Store Retail Experience

Kelly Liyakasa — Mon, 20 May 2013 13:53:34 +0000

From big box establishments on down to department stores and niche boutiques, retailers often grapple with one condition – traffic. Although serious gains have been made in the ecommerce environment to combat shopping cart abandonment, to drive additional sales through relevant product recommendations, and to analyze customer journeys across multichannel platforms, the same cannot be [...]

Hopelessly Devoted…to Twitter

Leonard Klie — Fri, 17 May 2013 19:49:08 +0000

In Greek mythology, Nike was the goddess of victory. In social media, Nike is the brand to beat, at least in the United States. The sneaker and sportswear maker was found to be the most “socially devoted” U.S. brand on Twitter, according to research from Socialbakers, provider of a social media analytics platform that allows brands to measure, compare, [...]

How Are Organizations Supporting Digital Customer Experience Delivery?

Sherri Lerner — Wed, 15 May 2013 20:20:47 +0000

The following post was written by Anjali Yakkundi, an analyst at Forrester Research serving application development and delivery professionals. Forrester recently surveyed 233 digital customer experience professionals with decision-making roles in digital experience (DX) technologies, asking them about priorities, sourcing decisions, and strategic direction. In this survey, we debunked a few widely held exaggerations: that [...]

What’s the True Meaning of Loyalty?

Leonard Klie — Fri, 10 May 2013 18:58:27 +0000

My computer’s dictionary widget (which taps into the collective knowledge of The New Oxford American Dictionary) defines loyalty as “a strong feeling of support or allegiance,” and provides the following scenario to help provide context: “Fights with in-laws are distressing because they cause divided loyalties.” I’m not married, so I don’t know what it means [...]

Why Gamification Is Not Going Away

Kelly Liyakasa — Fri, 10 May 2013 17:13:03 +0000

Call it what you will, but “gamification” is here to stay, namely because it’s more people than technology. More strategy than platform. For those who play in this space, it’s hardly a game. Gartner estimates 70 percent or more of Global 2000 companies will be using a gamified service of some sort for customer retention [...]

WCM Takes Center Stage in Digital Customer Experience

Forrester Research — Tue, 07 May 2013 18:55:07 +0000

The following was written by David Aponovich, a senior analyst at Forrester Research serving application development and delivery professionals. Who can forget the call to arms that marketers and other Web professionals were shouting a few years ago, when everyone thought they had this whole online thing solved. “Content is king!” they shouted, and for [...]

JC Penney Taps Into Social Media’s Influence

Leonard Klie — Thu, 02 May 2013 20:44:26 +0000

According to published reports, retailer J.C. Penney last year saw sales drop 25 percent after it eliminated coupons and sales in favor of everyday low prices. So the retailer did what so many celebrities do when they get caught in an otherwise unflattering situation: J.C. Penney went to social media to apologize and ask for [...]

The NPS Leaders Are In, The Worst Are Still the Worst

Leonard Klie — Thu, 25 Apr 2013 20:09:57 +0000

Satmetrix yesterday released its 2013 Net Promoter Industry Benchmarks covering the financial services, technology, online services, retail, travel and hospitality, insurance, and telecommunications industries. The Satmetrix Net Promoter Benchmarks are based on survey responses from U.S. consumers nationwide who rate their experience with the primary brands they use. Consumers also rate each brand on aspects of [...]

Social Media Segmentation Comes of Age

Kelly Liyakasa — Mon, 22 Apr 2013 21:02:39 +0000

Social media enables brands and businesses to forge first-hand conversation with their customers and could-be customers. However, it’s becoming costlier for companies to ignore or skip social interactions with their audiences or, even, to only observe and listen now. Real customers are telling real businesses real facts about themselves that will impact future buying decisions, [...]