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February 2012

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

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Hot Topics

6 Steps for Building Peer-to-Peer Support Communities

Online communities today are as much about information as entertainment. More and more customers are taking to social media to resolve service and support issues with their peers. Continue Reading »

By Cynthia Clark
Posted on Feb 06, 2012 in Social Media


Features

Social Media's Undeniable Impact on Customer Loyalty

While many marketers recognize the importance of social media on brand recognition and leveraging social channels to deliver marketing campaigns, many others still fail to see the big-picture benefits of deeply engaging in social. Continue Reading »

By Mila D'Antonio
Posted on Feb 06, 2012 in Social Media


Case Studies

Case in Brief: HauteLook’s “Flash” Service Speeds Its Flash Sales

HauteLook’s customer care agents are under intense pressure to answer customers’ questions as quickly and efficiently as possible. Agents were struggling to keep up with the requests and ensure that customers were getting the information they needed to make a purchase while the item was available. Integrating customer data and service channels is helping HauteLook scale its service operation to support its growing business. Continue Reading »

By Cynthia Clark
Posted on Feb 01, 2012 in Customer Service


In the Previous Issue

Case Studies

Case in Brief: Feedback Triggers Swisscom’s Customer Service Improvements

Swisscom wanted to increase the number of customers who were finding support solutions either on its website or through its mobile app. The Swiss telecommunications provider bolstered its online self-service content based on customer feedback and reduced calls to its contact center while also improving customer experience. Continue Reading »

By Cynthia Clark
Posted on Jan 04, 2012 in Customer Service


1-800-GOT-JUNK? Drives Its Customer Experience Forward

1-800-GOT-JUNK? company overhauled its customer feedback process and now resolves 90 percent of customer issues in less than three days. Continue Reading »

By Mila D'Antonio
Posted on Jan 16, 2012 in Customer Experience


Case in Brief: Multichannel Data Enables One-to-One Customer Experiences

By matching its clients with agents, the American Automobile Association’s Western & Central New York branch has reduced average handle time by 18 percent, increased profitability, and improved customer experience. Continue Reading »

By Cynthia Clark
Posted on Jan 18, 2012 in Customer Service


Case in Brief: Customer Reviews Help Diapers.com Improve Conversion

Diapers.com determined that customer reviews could help make the shopping experience better for its customers. The company’s premise was that parents who feel they need advice would be willing to help others. So, the retailer set up a customer review system for its 75,000 different products, ranging from diapers and baby formula to car seats and strollers. Continue Reading »

By Cynthia Clark
Posted on Jan 25, 2012 in Customer Service


Features

Customers’ Public Social Data Isn’t Yours

Companies are using social networking sites to learn more about customers and prospects, so they can deliver more targeted marketing. However, these firms must tread carefully and respect customers’ privacy, or risk a customer backlash. Continue Reading »

By Cynthia Clark
Posted on Jan 02, 2012 in Customer Service


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