July 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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This is Not Your Father’s Onboarding Program

From interactive reality shows to digital scavenger hunts, companies are adopting creative multichannel employee onboarding practices that immerse new hires in the brand while creating deep connections with their co-workers. Continue Reading »

By Judith Aquino
Posted on Jul 28, 2014 in Employee Engagement

Up Close and Personal: Technology’s Undeniable Impact on Individualization

While the technology driving the customer experience continues to evolve, the underlying relationship remains the same, for companies must constantly work to maintain customer trust and loyalty. Continue Reading »

By Anna Papachristos
Posted on Jul 21, 2014 in Customer Strategy

10 Digital Marketing Mistakes Every Brand Makes (and How to Recover)

Here, we examine the 10 most common digital marketing mistakes in the space today, while also offering advice on how companies can rectify their approach as they work to realign their mindset. Continue Reading »

By Anna Papachristos
Posted on Jul 07, 2014 in Emerging Trends

Mature Marketers: The Digital Space Comes of Age

Just since the late 1990s, the customer experience has undergone significant changes as marketers have had to acclimate to the introduction of email, live chat, social media, and mobile technologies—not to mention the penetration of the Internet overall. Continue Reading »

By Anna Papachristos
Posted on Jul 14, 2014 in Emerging Trends

Consumerism at Work in Health Insurance

Provisions within the Affordable Care Act (ACA) boosted consumer participation in their healthcare choices. This converges with the “Amazon effect,” where consumers expect a higher and more personalized level of service from all companies. As a restuls, the health insurance industry is at a crossroads: improve the consumer experience or get out of the way. Continue Reading »

By Elizabeth Glagowski
Posted on Jul 14, 2014 in Customer Strategy

Case Studies

WGBH Cleans Up Donor Records, Boosts Campaigns

With better data hygiene, the broadcasting company has improved direct mail and email campaigns. Continue Reading »

By Judith Aquino
Posted on Jul 09, 2014 in Analytics

CenturyLink Turns the Tables on NPS

Jon Windley, vice president Business Customer Experience at CenturyLink, discusses how the communications company just completed its first internal NPS survey to gauge the effectiveness of employees. Continue Reading »

By Mila D'Antonio
Posted on Jul 02, 2014 in Employee Engagement

Market Pulse

Business Leaders Show Uncertainty on How to Drive Transactions via Mobile, Social

EPiServer’s recent “2014 e-Commerce Survey” explores how mobile and social influence the customer experience by analyzing which of today’s most popular channels generates business sales. Continue Reading »

By Anna Papachristos
Posted on Jul 03, 2014 in Emerging Trends

Battling the Power Struggle Between Marketing and Service

Conversocial’s recent social customer service study explores the great divide between customer service and marketing by emphasizing the effectiveness of dedicated social customer service solutions versus the more common social media management solutions (SMMS) that marketing budgets traditionally employ. Continue Reading »

By Anna Papachristos
Posted on Jul 10, 2014 in Customer Strategy

Most Retailers' Analytics Lag Behind Amazon

EKN Research’s “3rd Annual Analytics in Retail” benchmark study explores the average retailers' struggle with analytics, highlighting their inability to derive significant value and the importance of an effective data strategy. Continue Reading »

By Anna Papachristos
Posted on Jul 17, 2014 in Data Analytics

Salespeople Unprepared for 3 Profitable Conversations

Few sales reps claim to have the knowledge necessary to conduct the three most critical conversations of the customer buying cycle—having effective executive discussions, demonstrating financial justification, and mastering purchasing negotiations. Continue Reading »

By Anna Papachristos
Posted on Jul 24, 2014 in Customer Strategy

Industry In-Depth

The Top Forces Shaping the Automotive Customer Experience

J.D. Power III, who pioneered customer satisfaction measurement in the automotive industry, looks ahead with his son J.D. Power IV about how they see the industry’s relationship with customers evolving. Continue Reading »

By Tom Hoffman
Posted on Jul 21, 2014 in Customer Service

Show Me the Omni: Assessing the Financial Industry’s True Level of Omnichannel Integration

While most institutions have spent the preceding years establishing their presence across networks, firms must now transition from multichannel—existing on each platform—to omnichannel—delivering seamless, consistent experiences no matter the touchpoint based upon the information generated by each platform. Continue Reading »

By Anna Papachristos
Posted on Jul 28, 2014 in Emerging Trends

Telstra Reaffirms Commitment to Customers, Gains Subscribers

Telstra is a company with a longstanding commitment to technology and product leadership and it’s in the midst of one of the most important transitions in its history—to put the customer at the center of its business. Continue Reading »

By Elizabeth Glagowski
Posted on Jul 07, 2014 in Customer Strategy

Executive Q&A

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