Customer Strategy | CRM Strategy

Welcome to 1to1 Media — a multimedia resource
for CRM and Customer Experience Professionals.

Marketing Research Articles
CRM Best Practices
Customer Strategy Trends
Emerging Business Tactics

Register | Sign In

Preferences and Privacy: Respecting Customers’ Personal Data
Consumers are increasingly cautious when sharing sensitive information, so brands must clearly outline how they intend to use their information without compromising security or privacy.
Respect Data Privacy
Putting Innovation Labs to the Test
Florida Hospital and Chicago Public Library use innovation labs to foster employee development ideas and to collaborate on ways to advance the customer experience.
Technology & Innovation Labs
Customer Experience and the “Unconscious Mind”
Only 5 percent of customers’ decisions are based on conscious rational thought. This is why understanding how they think is today’s most definitive competitive edge.
CX and the Unconscious Mind
Finding Marketing and Sales’ Sweet Spot
Just as an Oreo’s creamy center acts as the glue to two chocolate cookies, marketing and sales must work to find an approach that cements the two departments in way that supports one another to help drive the customer experience forward.
Align Marketing and Sales
Three Gamification Tactics That Can Be a Win for Contact Centers
Here are three ways contact centers can use gamification principles to improve performance.
Gamification for Contact Centers
Tracking Mobile’s Undeniable Impact on Consumers’ Lives
By understanding how consumers interact with their mobile devices, brands can determine what users truly want from their online experience and develop a content strategy that encourages increased engagement.
Mobile's Daily Impact
Behr Brushes Up on Employee Efficiency
The paint and wood stain supplier’s pro marketing team is more efficient after introducing a new tracking system.
Employee Efficiency
Collaboration and Non-Profit: Five Lessons Learned
Driving customer centrictiy calls for a strong, collaborative practice--an important lesson learned from non-profits.
Driving Collaboration
Revolutionizing the Omnichannel Customer Experience
Companies that gather and act on valuable insights from the cross-channel customer experience are able to improve satisfaction and optimize business results.
Revolutionize Omnichannel
Reaching the Unreachable Omnichannel Star
For many brands, creating a seamless and consistent experience all customers have come to expect has become both the ultimate challenge and end goal. Here are three success stories to inspire and motivate omnichannel improvement.
Omnichannel Strategy
Building Omnichannel Customer Engagement
Here's a look at some of the trends around how companies are preparing to adopt an omnichannel engagement approach.
Omnichannel Engagement
Surviving the Snow: A Contact Center Mitigation Plan
To assess the risks of a severe weather situation, begin by analyzing the potential impact that they may have on the contact center’s performance.
Preparing for Snow Days

prev next

Think Customers: The 1to1 Blog

United Airlines Cracks Down on Oversize Carry-Ons

United Airlines has decided to be more firm with its carry-on size restrictions, asking pas... more »

Facebook Says Goodbye to Sponsored Stories

Once upon a time, there was no such thing as the Facebook News Feed. There was no stalker s... more »

Q&A: Taking a Customer-Centric Approach to Healthcare

The healthcare industry is undergoing a dramatic shift. In addition to the changes that are... more »

Retailer John Lewis Takes on Showrooming With Digital Innovation

Last week showrooming reared its ugly head when both Staples and Radio Shack announced majo... more »

View more blog entries »

1to1 Media's Weekly Digest is an online publication dedicated to covering customer-centric business strategies.

Brentwood Associates Leverages Loyalty for Smarter Investments

Through its analytical approach, Brentwood Associates looks to customer loyalty and satisfaction metrics, such as Net Promoter Score, to assess where any given company’s customer loyalty has been and where it’s likely to head.

Get with the (Loyalty) Program

While most companies understand that loyalty programs often play an integral role throughout the customer experience, many neglect to analyze and observe the true motivators behind memberships, retention, and engagement.

Revolutionizing the Omnichannel Customer Experience

As customers' use of SMS, Web, mobile, and social channels proliferate, many companies are struggling to provide seamless omnichannel experiences due to channel or functional (customer service, marketing) silos. Download the 1to1 In Action guide for advice on how to get it right.

The Top 5 Customer Experience Challenges and How to Fix Them

Many companies are finding themselves ill equipped to operate in an omnichannel environment. In this 1to1 Media webinar, attendees will learn the top five customer experience challenges that are preventing enterprises from offering integrated, personalized, and omnichannel customer strategies, and the solutions to fix them.

Customer Experience and the “Unconscious Mind”

Only 5 percent of customers’ decisions are based on conscious rational thought. This is why understanding how they think is today’s most definitive competitive edge.

Encouraging Customer Feedback to Foster Brand Champions

Yet, while many believe their insight is worthwhile and that companies actively listen to what they have to share, countless other consumers feel their feedback falls on deaf ears.

Walgreens’s Retail Strategy Provides Added Value for Busy Customers

Leveraging data, Walgreens is able to better understand what its customers want and provide them with these options.

Thought Leadership from

Meet the Dawn of Ambient Intelligence
User experiences driven by ambient intelligence put a new perspective on what consumers do in the real world, by providing them with low intrusion, minimum-friction opt-in features that make their lives easier and more interesting.

Join over 132,000 business professionals
View complete articles	Receive newsletter
Read web exclusives	Watch podcasts

Already Registered? Sign in

Webinars
Videos
Tag Cloud
About Us

The Top 5 Customer Experience Challenges and How to Fix Them

Sponsored by TeleTech
Mar 20, 2014

View more webinars

View more videos

1to1® Media is dedicated to helping organizations across the globe realize the greatest value from their customer base. We provide resources that help senior executives to drive change and make customer-based initiatives the centerpiece of their growth strategy.

1to1 Media's custom publications explore the best practices, trends, and developments from companies that are using customer initiatives to drive bottom-line impact. Backed by Peppers & Rogers Group, the globally recognized leader in customer strategy and relationship marketing, 1to1 Media combines thought leadership, field experience, and editorial expertise to deliver the content needed by our audience of more than 130,000 decision-makers.

Please sign-up for our FREE newsletter! Click here to subscribe

Featured Downloads
Industry Events

I participate in a lot of webinars and wanted to let you know what an excellent job I thought your presenters did. So much so that I want to urge others in my company to listen to audio portion rather than just review the document.

Georgia Garrett, Manager of Intelligence, TBWA\Chiat\Day

I give you a serious compliment on the [1to1 Weekly Digest] "newsletter emails" you send. Superb quality, a real joy to read and a target for us to achieve. Super and continue doing your work.

Lex Knape, Mellerose Investments