Monthly Archives: June 2010

Allstate’s customer experience journey

This blog post comes to you live from the second annual Forrester Research Customer Experience Forum 2010 at the Grand Hyatt in New York. The theme of the event is creating breakthrough customer experiences. Through an energetic keynote, Patty VanLammeren, … Continue reading

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USAA: kill your website to service customers

This post comes to you live from the second annual Forrester Research Customer Experience Forum, held at the Grand Hyatt in New York. The theme of the event is creating breakthrough customer experiences. During one of the afternoon sessions, Principal … Continue reading

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How Dunkin’ Donuts keeps its customers happy

This post comes to you live from the second annual Forrester Research Customer Experience Forum 2010 at the Grand Hyatt in New York. The theme of event is creating breakthrough customer experiences. John Costello, chief global customer and marketing officer … Continue reading

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How Sprint Nextel turned around customer service

This blog post comes to you live from the second annual Forrester Customer Experience Forum 2010 at the Grand Hyatt in New York. The theme of the event is creating breakthrough customer experiences. Dan Hesse, CEO, Sprint Nextel, discusses how … Continue reading

Posted in Marketing | Tagged , , , | 11 Comments

Forrester: online experiences define the brand

This blog post comes to you live from the second annual Forrester Research 2010 Customer Experience Forum at the Grand Hyatt in New York. Research Director Harley Manning sets the stage by asking, What exactly is customer experience? Answer: how … Continue reading

Posted in Marketing | Tagged , , , , | 9 Comments

When a superstar leaves your company

One reason I encourage my Razorfish colleagues to embrace social media is that I believe employees are our best brand ambassadors. Employees who have an active conversation in the markeplace via blogging, Twitter, etc., make the Razorfish brand more authentic … Continue reading

Posted in Marketing | Tagged , , , | 17 Comments

BP doesn’t care about your Facebook page

By now most marketers can recite many examples of how social media has had a measurable impact on a brand, for better or worse. The BP fiasco is not one of those examples. In fact, the aftermath of the BP … Continue reading

Posted in Marketing | Tagged , , , | 6 Comments

How can media survive in the digital age?

News media find themselves at the center of one of the hottest stories in the digital age: how can publishers make the transition to digital? My employer Razorfish decided to find answers by interviewing publishers such as The New York … Continue reading

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