September 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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Ghirardelli Gets Sweet Results from Social Insights

Marketers know that consumers share online content, but they don’t always know what is being shared. Content that is copied and pasted, or snippets of text from a brand’s website, can fall through the cracks. Chocolate maker Ghirardelli, however, wanted more in-depth insight into the content that customers were sharing with each other. Continue Reading »

By Judith Aquino
Posted on Sep 03, 2014 in Data Analytics


Ancestry.com Unifies Customer Data, Increasing Customer Reach by 60 Percent

Family history site Ancestry.com serves more than 2.7 million worldwide subscribers who turn to the site to discover and share information about their lineage. Founded in 1983, the Provo, UT-based company has compiled a wide collection of user-generated content, including more than 60 million family trees and 6 billion profiles, in addition to receiving about 25 million unique monthly views on its site. Continue Reading »

By Judith Aquino
Posted on Sep 10, 2014 in Customer Strategy


Auto Dealerships Take a Cue from Apple

Spending time in the car typically means abandoning the Internet and apps for older technologies like satellite radio, CD players, and navigational screens attached to the windshield. But auto makers have been rolling out new features to bring the automobile up to speed with consumers used to touchscreens and on-demand entertainment. Continue Reading »

By Judith Aquino
Posted on Sep 15, 2014 in Customer Experience


Spotlight

How to Build a 21st Century Brand

Companies and marketing experts share brand strategy lessons on how to keep up with evolving consumer expectations. Continue Reading »

By Judith Aquino
Posted on Sep 22, 2014 in Marketing


Overcoming the Technological ‘Cool’ Down

Today’s technological ecosystem resembles an arms race, for every company strives to integrate and offer the hottest tools available so they remain “cool” to the mainstream consumer. Continue Reading »

By Anna Papachristos
Posted on Sep 15, 2014 in Emerging Trends


Omnichannel Is the New Black

The term “multichannel experience” is no longer the reigning buzzword. Concerns about how to engage customers across different channels are being edged out by a larger challenge: connecting those channels to provide a seamless, or omnichannel experience. Continue Reading »

By Judith Aquino
Posted on Sep 01, 2014 in Customer Experience


An Ounce of Prevention: How Proactive Support Can Cure Lagging Customer Care

Issues that make their way into the contact center not only harm customer experience, but they also put reputation at risk, costing the company time and money as they work to quickly rectify the problem at hand. Continue Reading »

By Anna Papachristos
Posted on Sep 08, 2014 in Customer Service


Market Pulse

Data Collection and Linkage Practices Lack Accuracy

Experian Data Quality’s “Finding Insight Through Data Collection and Linkage” report explores the current state of data collection and the benefits behind creating the ideal single customer view. Continue Reading »

By Anna Papachristos
Posted on Sep 04, 2014 in Emerging Trends


Leading Retailers Lack Effective Email Personalization Strategies

While companies consider personalization to be an important element of their overall business strategy, few marketing leaders have yet to move beyond transactional data in an effort to deliver such messages. Continue Reading »

By Anna Papachristos
Posted on Sep 18, 2014 in Customer Strategy


Businesses Struggle to Develop Rewarding, Strategic Partnerships

While executives understand that collaboration can be critical to long-term growth, few organizations have the necessary processes in place to ensure said ventures are successfully executed. Continue Reading »

By Anna Papachristos
Posted on Sep 11, 2014 in Emerging Trends


Industry In-Depth

Make Yourself ‘At-Home’ with Financial’s Latest Service Strategy

With an at-home agent model, financial institutions create the opportunity to develop expanded support services that are no longer limited by the four walls of the physical contact center. Continue Reading »

By Anna Papachristos
Posted on Sep 22, 2014 in Customer Strategy


8 ‘Crazy’ Insights: The Retailer’s Guide to Holiday Customer Service Success

For those who focus on building customer relationships and strengthening loyalty year-round, great holiday customer service remains the gift that keeps on giving as consumers return for every occasion. Continue Reading »

By Anna Papachristos
Posted on Sep 01, 2014 in Customer Service


Making Way for Consumerized Healthcare

Navigating the U.S. healthcare system to receive affordable care is a notoriously complicated process. But as consumers shoulder a growing portion of hospital costs and other health-related expenses, the stakes for healthcare organizations to become consumer-centric are rising. Continue Reading »

By Judith Aquino
Posted on Sep 08, 2014 in Customer Strategy


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