June, 2010 Archive

Allstate's customer experience journey

Wednesday, June 30th, 2010

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, chief customer experience officer of Allstate Insurance, discusses the Allstate ...

USAA: kill your website to service customers

Tuesday, June 29th, 2010

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 Analyst Paul Hagen hosts a panel on trends in creating ...

How Dunkin' Donuts keeps its customers happy

Tuesday, June 29th, 2010

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 for Dunkin' Brands, discusses how Dunkin' Brands understands customer needs ...

How Sprint Nextel turned around customer service

Tuesday, June 29th, 2010

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 Sprint has improved it customer service rankings -- a process ...

Forrester: online experiences define the brand

Tuesday, June 29th, 2010

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 customers feel about their interaction with your company. To that ...

When a superstar leaves your company

Wednesday, June 23rd, 2010

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 while they build their own personal brands at the same ...

BP doesn't care about your Facebook page

Friday, June 18th, 2010

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 oil slick disaster suggests that some companies are beyond the ...

How can media survive in the digital age?

Tuesday, June 1st, 2010

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 Times and The Wall Street Journal. The results were announced ...