November 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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Spotlight

Transforming Your Marketers Into Data Scientists

Data scientists use their mathematical, analytical, and statistical backgrounds to solve business challenges, while marketers are accustomed to leading creative endeavors. However, both skill sets must exist in unison, as one area of operations depends upon the other. Continue Reading »

By Anna Papachristos
Posted on Nov 10, 2014 in Emerging Trends


Case Studies

The Old Spaghetti Factory Slurps Up Results with Localized Facebook Ads

With 42 locations in the U.S. and other countries, The Old Spaghetti Factory has been serving Italian dishes since 1969. But while each restaurant was designed to fit into local communities with unique décor, managing targeted ads with specific offers for different locations proved challenging. Instead of delivering generic messages, the company wanted to deliver locally targeted campaigns at scale, explains Ryan Durrett, director of marketing at OSF International. Continue Reading »

By Judith Aquino
Posted on Nov 12, 2014 in Customer Experience


Market Pulse

Data-Driven Marketing Allows Customer Relationships to Flourish

The Global Review of Data-Driven Marketing and Advertising report explores the role of data-driven marketing and advertising (DDMA) and how companies are leveraging an increasingly wide range of delivery channels and creative content strategies to establish and grow relationships that benefit both marketers and consumers. Continue Reading »

By Anna Papachristos
Posted on Nov 13, 2014 in Customer Strategy


Holiday 2014 Retail Guide: Exploring the Stats of the Season

But, as Black Friday creeps closer, retailers are scrambling to put the finishing touches on their customer experience and engagement strategies in an effort to make the 2014 season their most profitable holiday yet. Continue Reading »

By Anna Papachristos
Posted on Nov 19, 2014 in Emerging Trends


Paper or Plastic? Exploring the Way Consumers Pay

SecureNet’s recent “The Way We Pay” report examines the buying behavior of the American consumer by drilling down into the preferences that drive purchase decisions across all age groups. Continue Reading »

By Anna Papachristos
Posted on Nov 06, 2014 in Emerging Trends


2014 1to1 Customer Champions

Building Brand Advocacy Through Social Service

Tilston introduced responsive customer service, thereby enabling his team to move beyond simple engagement tactics and deliver faster turnarounds and resolutions for all customer concerns and issues. Continue Reading »

By Anna Papachristos
Posted on Nov 03, 2014 in Customer Strategy


Embracing Customer Feedback to Enhance Employee Engagement

For John Wompey, vice president of operations at Foot Locker, life in retail has been one continuous climb, as he started his journey at the part-time stockperson level and rose through the ranks, learning from customers along the way. Continue Reading »

By Anna Papachristos
Posted on Nov 03, 2014 in Customer Strategy


Empowering Employees to Go Beyond Customer Expectations

Mike Lester, president of The Melting Pot, recognizes that perfection remains subjective and that success means reading each individual guest’s behavioral cues to provide an experience that’s tailored to their preferences. Continue Reading »

By Anna Papachristos
Posted on Nov 03, 2014 in Customer Strategy


Measuring the Effectiveness of Employee Engagement

For Gavin Woody, vice president, operations at A Place for Mom, successful service means blending thoughtfulness and authority to ensure minimal stress and maximum satisfaction. Continue Reading »

By Anna Papachristos
Posted on Nov 03, 2014 in Customer Strategy


Delivering Unprecedented Personalized and Interactive Customer Experiences

Because retail stores lack the beauty advisors of department store brands, Bermundo sought to move the company away from mass brand advertising and develop its customer-centric marketing across email, mobile, social, and online display advertising. Continue Reading »

By Anna Papachristos
Posted on Nov 03, 2014 in Customer Strategy


Setting Employees Up for Success

Providing consistency and excellence in customer service often starts with the individual. As Marketing Director at Marketplace Philadelphia Management (MPM) at Philadelphia International Airport (PHL), Anna DiGregorio works with approximately 43,000 associates at more than 170 retailers and restaurants to ensure travelers have an optimal customer experience as they pass through the busy airport. Continue Reading »

By Judith Aquino
Posted on Nov 03, 2014 in Customer Experience


Flying High with Data Insights

Customer service professionals often take on the role of detectives when investigating customer complaints to resolve an issue. Kyle Groff, manager of customer insights at JetBlue, uses data analytics and other tools to uncover insights in the vast amounts of customer feedback data that the airline collects. Continue Reading »

By Judith Aquino
Posted on Nov 03, 2014 in Customer Strategy


Conveying the Customer Experience through Storytelling

Collecting and analyzing your customers’ feedback is crucial for delivering an excellent customer experience. But it is also easy to get lost in the data, making it difficult to identify insights and act on them. As the vice president of client experience at ADP, Tom Mueller has spearheaded processes to help executives and other senior leaders better understand their clients’ needs and include customer feedback in company decisions. Continue Reading »

By Judith Aquino
Posted on Nov 03, 2014 in Customer Experience


Serving the Multichannel Customer

Delivering excellent customer service across multiple channels is a key component of a company’s success. For Google, a company with millions of customers across the globe, meeting customer demands includes numerous linguistic and logistical challenges. Deepak Khandelwal, vice president of global customer experience, plays a key role in helping Google serve its customers at any time through a multitude of channels and languages. Continue Reading »

By Judith Aquino
Posted on Nov 03, 2014 in Customer Experience


Practicing Transparent Customer Service

A pioneer of Internet and telephone-based retailing, 1-800-Flowers.com founder and CEO Jim McCann transformed his flower shop into an international enterprise with more than 35 million customers and inspired other business owners to follow his example. McCann’s ability to find new ways to improve the customer experience —he was one of the first retailers to offer an online ordering service and have a digital presence—helped 1-800-Flowers.com gain attention in a crowded industry. And the company continues to look for ways to improve its services. Continue Reading »

By Judith Aquino
Posted on Nov 03, 2014 in Customer Experience


Simplifying Search

2014 1to1 Media Customer Champion Eric McKirdy, manager, global customer care and the face of Ask.com’s customer service team, leading the company’s efforts to rebuild its customer service strategy. Continue Reading »

By Tom Hoffman
Posted on Nov 03, 2014 in Customer Strategy


Making Self-Service Self-Evident

2014 1to1 Media Customer Champion Glenn Schleicher, director of the Cisco Smart Web Technology Group, makes sure the company’s self-service technologies are designed to meet customers’ needs and expectations. Continue Reading »

By Tom Hoffman
Posted on Nov 03, 2014 in Customer Strategy


Industry In-Depth

Healthcare Accountability: Sizing Up the Metrics for Delivering Value-Based Care

The Patient Protection and Affordable Care Act’s reform-oriented imperatives have brought healthcare accountability to the fore, leading hospitals, providers, and payers to grapple with ways to measure and deliver more cost-efficient, quality care. But challenges remain as the healthcare industry moves from a fee-based payments system to value-based care, note experts. Continue Reading »

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


Mastering the Multi-Screen Phenomenon

Marketers must engage in meaningful and active dialogue with customers and prospects across multiple screens to create strong connections and foster brand advocacy. Continue Reading »

By Anna Papachristos
Posted on Nov 17, 2014 in Emerging Trends


Driving Auto Sales with Digital Tools

Connecting with customers is both an art and a science and dealerships are under pressure to balance both while adapting to a rapidly changing marketplace. The days when TV commercials, radio, and print ads were enough to bring customers to a dealership are effectively over. To connect with customers, car dealers have a bevy of channels to choose from, such as websites with live chat, mobile marketing, pay-per-click advertising, and ratings and review sites. Continue Reading »

By Judith Aquino
Posted on Nov 17, 2014 in Customer Experience


Executive Q&A

Executive Q&A: DonorsChoose.org Sets its Sights on Data Science and Advanced Email Marketing

DonorsChoose.org is a non-profit organization that connects donors with teachers in need of books, computers, and even chairs for their students. Founded by a social studies teacher, the 14-year-old organization has raised nearly $285 million dollars for more than 500,000 projects or requests to help students learn more effectively. Continue Reading »

By Judith Aquino
Posted on Nov 05, 2014 in Customer Experience


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