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Three Imperatives for Creating a Customer-First Culture
The first step in creating a winning customer experience is to create a customer-first culture. Here are three action items for getting started.
Customer-First Culture
Capitalizing on Customer Lifetime Value
While brands recognize the importance of customer lifetime value, many fail to calculate its true impact, for most are still unable to offer the type of holistic customer experience that builds loyalty and retention from the first interaction onward.
Customer Lifetime Value
The University of British Columbia Mobilizes Its Student Experience
UBC offers prospective students mobile-optimized access to information that keeps them engaged during the college research and application process, while creating an omnichannel atmosphere that aligns with the average user’s online behaviors.
UBC's Mobile Experience
Five Customer Loyalty Fixes for Telecom Companies
Telecom companies must boost their investments in providing a great customer experience or risk facing declining customer loyalty in the coming years. Here are five actions they need to take now to stay competitive.
Investing in Customer Loyalty
Finding the Most Lucrative Path to Purchase
From discovery to purchase, the customer journey is no longer linear, complicating the marketing strategy of companies that have yet to fully integrate emerging channels and establish an omnichannel approach.
Lucrative Path to Purchase
Empower Contact Center Associates to Create Meaningful Customers Experiences
When you empower your contact center associates to build and create the relationships that turn customers into advocates, you’ll know you’ve achieved success.
Empowering Agents
Top Brands Play a Dangerous Game with Poor Lead Response
If brands hope to maintain engagement and convert leads, marketing and sales professionals must actively pursue said prospects with speed and diligence to prevent potential customers from defecting to the competition.
Poor Lead Response
Executive Q&A: Verizon’s Secret Weapon for Next-Level Marketing
Chris Hansen, associate director, digital design & development, Internet sales operations at Verizon, talks to 1to1 Media about the company’s strategy for adapting to the shifting mobile, multichannel customer landscape.
Verizon's Omnichannel Strategy
Well, Well, Wellness: An Introduction to Incentivized Healthcare Programs
With healthcare reform now in place, companies have begun to offer wellness programs to not only promote healthy living, but also maximize employee engagement and productivity in the workplace.
Wellness Programs
The Integrated Marketing Imperative
Organizations are striving to deliver a consistent brand image across multiple customer touchpoints.
Integrated Marketing
Navigating the Integrated Marketing Journey
Organizations are looking to break apart disparate channels and end disjointed messaging in the hope of unlocking the revenue potential from an integrated, omnichannel marketing strategy.
Omnichannel Marketing
Retailers: Don’t Put All Your Eggs in the Mobile App Basket
Mobile apps may be all hype from a retail perspective. Luckily, there’s an alternative to apps when it comes to mobile retail technology.
Mobile App Alternative

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Think Customers: The 1to1 Blog

Is Improving The Customer Experience a Moral Imperative?

When I ask government employees why improving customer experience (CX) is so important, I o... more »

Breaches Impact Customers' Willingness to Share Data

Customers are wary of sharing personal information with organizations which experienced dat... more »

Should You Socialize Your CEO?

From Facebook and Twitter, to Instagram and Pinterest, social media continues to prove it's... more »

Are Your Customers Tuning In or Tuning Out?

There's a ton of information that customers share with companies that can - and should be -... more »

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

All Systems Are CMO: Exploring Marketing’s Emerging Enterprisewide Role

Today’s CMOs are increasingly expected to act as stewards of the customer within their organization, reaching outside their typical scope of responsibility to build bridges and dismantle silos.

Uniqlo Stitches Together a Memorable Brand Experience

Larry Meyer, Uniqlo USA’s CEO, talks to 1to1 Media about the ingredients that are helping the retailer become a household name.

Next-Best-Action Marketing: The Future of Connected Customer Conversation

In a new white paper by 1to1 Media and Pegasystems, we explain how reaching the right people with the right messaging through the right channel at the right time personalizes the customer experience and optimizes business performance.

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.

Three Imperatives for Creating a Customer-First Culture

The first step in creating a winning customer experience is to create a customer-first culture that breathes life into the experience and places it at the heart of your company brand.

Finding Marketing and Sales’ Sweet Spot

Just as each part helps hold the cookie together, marketing and sales must also develop an approach that allows the departments to support one another, and the overall business, through shared goals that drive strategy and the customer experience forward.

Tracking Mobile’s Undeniable Impact on Consumers’ Lives

From smartphones to tablets, consumers have essentially developed an addiction to such technologies, keeping them close and checking them frequently under the guise of “staying connected” with friends, family, and colleagues.

Thought Leadership from

Restoring Trust in Banking
The emergence of mobile technologies and non-traditional banking outlets poses a threat to traditional consumer banking institutions as profitable customers flee to mobile and non-traditional banking alternatives. Today’s banks must provide personalized cross-channel engagement to defend against new competitors and drive profit growth. There are five key pillars of trust that TeleTech believes will improve customer engagement to both grow and retain a profitable customer base.