June 2013

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

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Gartner & 1to1 CRM Excellence Award Winners

Akbank’s Analytics Initiative Improves the Customer Experience

Turkish bank Akbank is leveraging the mountains of customer data to create a customer-centric organization. Continue Reading »

By Cynthia Clark
Posted on Jun 05, 2013 in Customer Service


COSMOTE Wins Through Targeted Communications

COSMOTE is using different channels to better understand that each contact is an opportunity to enhance the company’s relationship with customers through real value propositions that are a win for both customers, the channels, and the company. Continue Reading »

By Cynthia Clark
Posted on Jun 05, 2013 in Customer Service


Porsche Drives Up Customer Satisfaction

As an organizations that's committed to providing customers with the best experience throughout their journey, Porsche AG wanted to refine its sales process and interact with customers with relevant and personalized communications over different touchpoints throughout their sales journey. Continue Reading »

By Cynthia Clark
Posted on Jun 05, 2013 in Customer Service


Orange Polska Calls Customer Centricity to the Core of Experience Excellence

With customers becoming increasingly educated and demanding, Orange Polska sought to perfect its customer relations approach by treating each customer with special care. Continue Reading »

By Anna Papachristos
Posted on Jun 05, 2013 in Customer Strategy


Migros Socializes the Money-Saving Experience

Turkey’s largest supermarket chain sought to integrate its Money Club customer loyalty program and its budding social presence to provide a consistent, holistic customer experience. Continue Reading »

By Anna Papachristos
Posted on Jun 05, 2013 in Emerging Trends


AMP Financial Services Invests in Knowledgebase Optimization

While the company aimed to provide accurate information across the organization, the siloed systems were difficult to update, creating compliance issues in the process. Continue Reading »

By Anna Papachristos
Posted on Jun 05, 2013 in Customer Strategy


Case Studies

la Caixa Banks on Innovation

The savviest companies don’t see innovation as just a means to an end, and instead consider it as a philosophy that has to be ingrained within the core of a company. That is the philosophy that Spanish bank la Caixa lives by. Continue Reading »

By Cynthia Clark
Posted on Jun 19, 2013 in Customer Service


Market Pulse

The Engagement Marketing Disconnect

Many marketers still remain out of the loop when it comes to how consumers really perceive and interact with their brands. Continue Reading »

By Anna Papachristos
Posted on Jun 13, 2013 in Customer Strategy


Shoppers Seek Self-Service and Data Security

Cisco Systems' recent “Cisco Customer Experience Report” highlights that, while many shoppers may prefer self-service, they also desire an experience infused with personalization that brings added value to the transaction. Continue Reading »

By Anna Papachristos
Posted on Jun 06, 2013 in Customer Service


Spotlight

Calculating the Contact Center's IQ

Because many businesses have yet to bridge the gap between silos, their customer service and support efforts neglect to draw correlations across channels, often failing to measure up to today’s consumer expectations. Continue Reading »

By Anna Papachristos
Posted on Jun 03, 2013 in Customer Strategy


Industry In-depth

Taking the Pulse of Customer Service

With patients using multiple channels to interact with healthcare providers and insurers, organizations needs to adapt to the shift in how patients access healthcare. Continue Reading »

By Cynthia Clark
Posted on Jun 03, 2013 in Customer Service


Executive Q&A

Executive Q&A: Acer Prioritizes Listening to Customers

Customer insights help organizations make business decisions. Acer is using natural speech recognition to gather additional customer feedback. Continue Reading »

By Cynthia Clark
Posted on Jun 12, 2013 in Customer Service


Integrated Marketing

Like Peanut Butter and Jelly: the New CMO and CIO Relationship

For CMOs and CIOs, this need to set aside differences and collaborate has never been more prevalent and paramount than it is today. Continue Reading »

By Anna Papachristos
Posted on Jun 10, 2013 in Emerging Trends


Customer Service

Getting the Most from Your Service Agent Strategy

There are two different tactics that organizations are taking to be able to provide multichannel customer service. Some organizations are training their service agents to communicate with customers over different channels while others are dividing agents by channels where their skills are best suited. Continue Reading »

By Cynthia Clark
Posted on Jun 10, 2013 in Customer Service


Employee Engagement

Bringing Up BYOD: How Mobile Maturity Drives Employee Engagement

Known as Bring Your Own Device (BYOD), many organizations are now encouraging an enterprisewide culture that enables employees to incorporate their own personal devices with their everyday work environment. Continue Reading »

By Anna Papachristos
Posted on Jun 17, 2013 in Emerging Trends


Customer Analytics

The Must-Have Traits of Analytical Talent

Organizations understand that data is essential in helping them improve their business and they need the right talent to make sense out of the numbers. Continue Reading »

By Cynthia Clark
Posted on Jun 17, 2013 in Customer Service


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