October 2014

1to1® Media provides a monthly lineup of content, including in-depth articles, industry-focused pieces, case studies, executive Q&A's, blogs, and market analysis all aimed at helping organizations optimize their customer experience and realize the greatest value from their customers. Here’s this month's content:

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Don’t Let Your Digital Assets Join the Walking Dead

Implementing an effective digital asset management strategy shouldn’t be as difficult as surviving The Walking Dead. These considerations will ensure your most valuable resources remain among the living. Continue Reading »

By Elliot Sedegah
Posted on Oct 24, 2014 in Marketing


Spotlight

Can you see me now? How to Improve the Customer Experience with Video

Video has come a long way from the clunky experience of trying to interact with someone on a hazy screen that frequently freezes. While these experiences still occur, the advent of smartphones and PCs that include powerful cameras are making video a more useful communication tool. Continue Reading »

By Judith Aquino
Posted on Oct 27, 2014 in Mobile


Smoothing the Path for Mobile Customer Support

Consumers who are inseparable from their smartphones and apps increasingly represent the average customer across industries, placing pressure on companies to deliver excellent mobile experiences. In August, comScore reported Americans spend the majority of their time consuming digital media within mobile applications. Continue Reading »

By Judith Aquino
Posted on Oct 20, 2014 in Customer Experience


Collaborating in the Cloud

Bridging data and capabilities across channels and departments has become critical as organizations strive to eliminate customer data silos and become more agile in responding to rapidly changing market dynamics. Continue Reading »

By Judith Aquino
Posted on Oct 06, 2014 in Cultural Change


Will the Rightful Customer Experience Owner Please Stand Up?

While many leaders appear to believe that the customer experience should lie in the hands of one person or department within the organization, experts agree that said strategies cannot exist within a vacuum. Continue Reading »

By Anna Papachristos
Posted on Oct 13, 2014 in Customer Experience


Case Studies

Morningstar Drives App Adoption Rates with Live Data Feeds, Videos

Financial research firm Morningstar tackled the mobile challenge by streamlining the content provided on its print and digital products and upgrading its features through app adoption. Continue Reading »

By Judith Aquino
Posted on Oct 08, 2014 in Mobile


Executive Q&A: The Children’s Place Ramps Up on Inventory Management, New Promotions for the Holidays

The retail landscape has changed drastically since The Children’s Place opened its doors 25 years ago. In addition to competing with other specialty brick-and-mortar retailers, the company faces stiff competition from online retailers and ecommerce giants like Amazon. Continue Reading »

By Judith Aquino
Posted on Oct 15, 2014 in Marketing


Saddleback Leather’s New Mobile Site Sees Dramatic Revenue Boost

Saddleback Leather, an 11-year-old online leather goods store, has thrived on selling handmade purses and briefcases solely from its website, but as mobile commerce gained traction, the company knew it needed to keep up with changing customer expectations. Continue Reading »

By Judith Aquino
Posted on Oct 29, 2014 in Mobile


Expert Insight

The Golden Rule of Big Data

True Big Data collection requires certain standards. Operate ethically and follow the Big Data Golden Rule, otherwise create confusion, perhaps even chaos. The choice is yours. Continue Reading »

By H.O. Maycotte
Posted on Oct 31, 2014 in Customer Experience


Market Pulse

Keeping the Customer at the Core of Company Culture

Yet, while today's consumers seek highly relevant, personalized brand experiences, many organizations still haven't established the customer-centric culture necessary to meet demands and facilitate engagement. Continue Reading »

By Anna Papachristos
Posted on Oct 02, 2014 in Customer Strategy


For Customer Service, Good Enough Isn’t Good Enough

For many consumers, customer service can make or break brand satisfaction and loyalty. Yet, while care continues to improve overall, companies must recognize that their contact center operations are still far from perfect. Continue Reading »

By Anna Papachristos
Posted on Oct 09, 2014 in Customer Strategy


Marketers Cite Data and Platform Integration as Top Struggle

Overall, the need for more consolidated technology platforms continues to weigh heavily on marketers at all levels, as these leaders seek help unifying their view of customer data across touchpoints. Continue Reading »

By Anna Papachristos
Posted on Oct 23, 2014 in Customer Strategy


Mobile Shoppers Seek Improved In-App Customer Care

Contact Solutions’ “Mobile Shopping Cliffhanger” report examines growing trends in the mobile shopping space by identifying the gaps in retail apps that typically lead to dissatisfaction and churn. Continue Reading »

By Anna Papachristos
Posted on Oct 16, 2014 in Customer Service


Data Security Outweighs Consumer Desire for Personalization

While businesses are eager to follow their consumers’ digital footprints right to the source, marketers must develop their abilities to balance personalization and protection. Continue Reading »

By Anna Papachristos
Posted on Oct 30, 2014 in Customer Strategy


Industry In-Depth

Biometrics in Banking: Introducing Tomorrow’s Technologies Today

In recent years, many financial institutions have turned to biometric technology in an effort to avoid more vulnerable means of verification, such as PINs, security questions, and other forms of knowledge-based authentication. Continue Reading »

By Anna Papachristos
Posted on Oct 27, 2014 in Emerging Trends


Telecoms Call Big Data Into Action

But, as the available pool of data continues to grow, telecom companies are faced with the challenge of deciphering this information and bringing insight to action. Continue Reading »

By Anna Papachristos
Posted on Oct 06, 2014 in Customer Service


Channeling the Right Digital Demand Gen Strategy

When establishing demand gen tactics, retail marketers must consider consumer behaviors in their effort to target shoppers properly, as success depends upon knowing your audience first and foremost. Continue Reading »

By Anna Papachristos
Posted on Oct 20, 2014 in Marketing


Boosting Patient Outcomes with Big Data

Leveraging data to gain insights into customer behaviors and provide better services is the cornerstone of the retail and marketing industries, but healthcare is still catching up to these strategies. Data mining, predictive analytics, and trends analyses for improving patient outcomes are some of the technologies that are beginning to take hold in healthcare. Continue Reading »

By Judith Aquino
Posted on Oct 13, 2014 in Customer Experience


Executive Q&A

Executive Q&A: Kimpton Hotels Wins Over Guests with Personalization

Winning hotel guests takes more than free Wi-Fi and a spa package. Like its competitors, Kimpton Hotels and Restaurants is looking for opportunities to give its accommodations an edge over the competition. Known for its boutique hotels, Kimpton Hotels operates more than 60 hotels and restaurants across 30 cities in the U.S. and strives to provide guests with personalized experiences. Continue Reading »

By Judith Aquino
Posted on Oct 01, 2014 in Customer Loyalty


Poshmark Designs a Personalized, Social Approach to Merchandising

Mining user data to deliver personalized offerings has become the cornerstone of many business strategies. Fashion site Poshmark is one such company that is betting on insights from social data to attract users selling or shopping for secondhand clothing. Continue Reading »

By Judith Aquino
Posted on Oct 22, 2014 in Customer Experience


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