Volume 7 | Issue 3 | 2015

Customer Experience Excellence: It's All How You Look at Things

Table of Contents

In this issue:


Customer Centricity Comes Into Focus

I didn’t realize how bad my vision had gotten. The scroll on the bottom of the television news was getting more blurry, and I couldn’t quite make out... more »


Customer Innovation Where You Least Expect It

Customers crave consistency. It’s one of the reasons they remain loyal to brands that provide them with unwavering experiences, time after time.While this... more »


Uncover the Financial Value of Customer Experience

It’s no secret that customer-focused companies are in vogue. Executives are embracing customer experience as a brand differentiator and media darlings like Apple... more »

Don’t Stop at Journey Maps

If you’re a customer experience leader, you are likely familiar with the concept of customer journey mapping. It’s a way for companies to understand how... more »

What’s Next in the CX Evolution?

In recent years, customer experience (CX) has emerged as one of the leading competitive differentiators across industries. Companies understand that CX breeds... more »

Case Studies

Pinning Hope on Personalization Through Mobile

Mobile is becoming a channel of choice for the retail industry. Global mobile retail revenues are expected to hit $626 billion by 2018, up from $204 billion in 2014,... more »

Staples Advantage Bets on Personalization and Convenience to ‘Make More Happen’

In 2003, office supplies retailer Staples introduced the tagline “That was Easy” and a red “Easy” button to underscore the ease with which... more »

Strong Leaders Equal Strong Business

Attracting and retaining talented employees is critical to drive continued success, but companies can stumble without an effective strategy. And in a highly... more »

Industry Insight

Putting CX to Work in Unique Ways

Customer strategy success stories have caught the attention of organizations in all industries, including the public sector. Companies like Apple and Amazon prove that... more »

Proof Points

What Drives Customer Satisfaction During Insurance Claims Process?

Despite all of the funny commercials on television and price wars being waged by property and casualty (P&C) providers to attract new customers, the claims process... more »

Never Stop Learning: Employee Coaching Insights

Before creating a great customer experience, a company needs a strong internal culture. This is an often overlooked aspect of customer experience strategy, yet it is... more »

One Week to Better Employee Coaching

Improve your coaching capabilities by following this simple exercise over the course of one work week:Make a conscious effort to avoid giving advice and sharing... more »

C-Suite Strategies

When Customers Come First, Business Benefits Follow

The winners of the 2015 Gartner & 1to1 Media Customer Experience Excellence Awards demonstrate dedication and commitment to the customer. They have a vision. They... more »

Strategy Speaks

Everyone's a Customer

In just the past few years, we as consumers have become accustomed to easily connecting online and being treated in highly individualized ways. The fact that you&rsquo... more »

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