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Case In Brief: Airport Parking Reservations Mines Its Website Data to Simplify Customer Journeys
After its relaunched website decreased conversions, the reservations company conducted detailed analyses that led to customer experience improvements and increased sales.
Improving Online Experience
Exploiting the Cloud’s Flexibility to Compete with Goliaths
Sponsored by Five9
New case study
Mobile Is Changing Communication Best Practices
As smartphone and tablet use continues to increase, businesses must refine the way they communicate with their mobile customers.
Mobile Best Practices
Li-Ning Steps Up Its U.S. Presence With a Digital-Only Engagement Strategy
The Chinese sports apparel and footwear brand shares the challenges and successes it faced successfully launching an e-commerce-only brand in the United States.
Li-Ning's Digital Strategy
The Talent Gap Is a Big Problem for Big Data
The advent of Big Data has amplified the need for organizations to hire analysts who can think both analytically and strategically—but with current shortage of analytics talent, doing so will only get harder.
Big Data's Talent Gap
6 Ways to Transform Marketing From a Cost Center to a Revenue Center
Taking a holistic approach to revenue marketing goes much deeper than applying technology to existing processes. It also encompasses strategy, people, metrics, and more.
Revenue Marketing
Making the Case for Customer Experience
CX professionals see customer experience as an important competitive differentiator and a key component to their company’s long-term success.
Making the Case for CX
Creating True Accountability for the Customer Experience
Should the chief customer officer also be a company officer? Doing so has potentially far-reaching implications for an organization.
Creating True Accountability
Assisting Customers Across Channels Pays Off
SurePayroll provides a consistent customer service experience across the multiple channels customers use to contact its service department—achieving high NPS as a result.
Customer Service
Energizing Customer-Centric Employees
Engaged employees who have the customer at heart are essential for business success, but leaders must lead by example and have customer-centricity embedded in their DNA.
Employee Engagement
3 Ways to Inspire Customer Loyalty
If you want my loyalty, treat me the way my hairdresser treats me.
Inspire Customer Loyalty
Today’s CMOs Should Be Social Media Socialites, not Wallflowers
As the digital era ushers in new ways for companies and consumers to interact via mobile and social, CMOs face a critical and permanent shift in the way their companies engage with customers.
The Socially-Focused CMO

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Think Customers: The 1to1 Blog

Three Essentials of Voice of the Customer

Successful voice of the customer initiatives require three main elements to succeed: execut... more »

The Social Education: Studying Social to Learn About Customers

During childhood, we learn in a group atmosphere. Just as we learned to socialize while als... more »

Building a Better Customer Experience Through the Cloud

Cloud computing in the past has been a controversial subject, with companies leery of putti... more »

Bridging the Digital Marketing Gap

A new study from PulsePoint on the digital marketing capabilities and shortcomings of compa... more »

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1to1 Magazine is an online publication dedicated to covering customer-centric business strategies.

Case in Brief: AT&T Brings Clarity to the Customer Experience

Understanding that its bills were confusing to first-time customers, AT&T started sending personalized videos which explain the charges, eliminating confusion.

The Most Actionable Social Media Metrics

Companies that make the most of social media metrics to guide their social strategies reach the right customers, invest in the right social channels, and extend the reach of their communications. Carnival Cruise Lines, American Airlines, and Cirque du Soleil use social media metrics that inform marketing decisions and reveal the optimal social investments.

From Big Data to Big Opportunities

In our latest 1to1 In Action guide, readers will learn how companies can take what customers share about their experiences in social media, contact centers, and other channels and turn it into actionable insight.

Building the Contact Center of the Future

In this 1to1 Webinar, expert panelists will discuss how the contact center is the core of customer interactions, and how staying that way means continually adapting to changing customer preferences and adopting new technologies...

The Secret to Effective Customer Communications

Marketers can go the traditional route, using old-school methods like telemarketing and direct mail, or they can take advantage of emerging channels like social media and mobile engagements. The challenge is managing all these channels to ensure that they’re being used to their greatest advantage.

Crossing the Chasm Into Big Data

There’s an entirely new mind-set driving customer demand today. It’s a “get it now” mind-set that requires businesses of all types and sizes to react in the blink of an eye—or risk alienating their customers.

Reinventing the Enterprise to Keep Pace with Consumer Technologies

While consumers embrace the latest innovations technology has to offer, companies lag behind, too often providing employees with antiquated communication methods that reduce productivity and hinder motivation.

Thought Leadership from

4 Reasons the C-Suite Should Care About Customer Trust
Human being use trust as a way to mitigate risk: While when we know someone we don’t mind sharing information with him, lending him our car, or letting him stay overnight in our vacation home, if we don’t trust a person we tend to be suspicious of his actions, as well as his intentions.

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Building the Contact Center of the Future Sponsored by inContact Exploiting the Cloud’s Flexibility to Compete with Goliaths Sponsored by Five9 New Research: 96% of Companies Are Leveraging VoC By Peppers & Rogers Group and Vovici, a Verint company Five Reasons Customer Experience Programs Fail without VoC Sponsored by Confirmit

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Five Reasons Customer Experience Programs Fail without VoC

Case In Brief: Airport Parking Reservations Mines Its Website Data to Simplify Customer Journeys

Exploiting the Cloud’s Flexibility to Compete with Goliaths

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Welcome to the 1to1 Media community, a rich, multi-media resource for you to learn innovative ideas and best practices on customer strategy. Every form of content you’ll enjoy from 1to1 Media has an over-arching theme—to help you succeed in creating customer relationships that lock-in brand loyalty and drive your company’s profits.

Led by Editorial Director Ginger Conlon and our parent company, Peppers & Rogers Group, the 1to1 Media franchise has the distinct voice of the renowned gurus of customer-centricity, Don Peppers and Martha Rogers. For more than a decade, 1to1 Media has inspired smart marketers and forward-thinking executives to make customer-based initiatives the centerpiece of their growth strategy.

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