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la Caixa Banks on Innovation
By combining customer and employee feedback with learnings from industry experts, Spanish bank la Caixa is better able to map its new products.
Learning from Customers
Laying the Foundation for the Multichannel Contact Center
To keep up with customer demands in a complex environment, it’s imperative for agents to be agile enough to move quickly between channels to engage with customers.
1to1 Media Webinar
The Business Case for Developing an Intelligent Contact Center
Forward-thinking companies recognize that delivering superior customer service on a consistent basis is a way to distinguish their brands and strengthen business results.
1to1 In Action
Say Sorry and Mean It
The five actions all companies should take when things go wrong.
Say Sorry and Mean It
Bringing Up BYOD: How Mobile Maturity Drives Employee Engagement
By allowing employees to use the devices they carry each day, companies promote productivity and satisfaction, ultimately boosting customer service efforts and cutting IT costs in the process.
Bring Your Own Device
The Must-Have Traits of Analytical Talent
Increases in data are giving organizations the ability to better understand their customers and take the necessary action. However, they cannot do this effectively unless they have the right analytical talent.
Investing in Analytic Talent
Gamify Your Salesforce for Maximum Results
Here's a look at 10 specific sales team behaviors that can be rewarded, and how they enhance performance and productivity.
Gamification for Sales
The Engagement Marketing Disconnect
Marketers must come to understand the underlying motivations and concerns of their customer bases in order to create relevant, targeted strategies that cultivate trust and loyalty.
Engagement Marketing
Executive Q&A: Acer Prioritizes Listening to Customers
Michael Sutton, Acer’s director of technology and customer intelligence, discusses how by using natural speech recognition, the computer company is gathering additional voice of the customer insights that are helping in its business decisions.
Voice of the Customer
4 Ways to Provide Valuable, Virtual Customer Service
Learn how to get to the heart of your consumers by providing them with relevant and reliable online customer service they’ll continue coming back for.
Virtual Customer Service
Like Peanut Butter and Jelly: the New CMO and CIO Relationship
Marketing and IT are often at odds and their efforts don't always align. With a symbiotic relationship intact, the benefits that this partnership brings to the table are worth the effort.
CMO and CIO Relationship
Getting the Most from Your Service Agent Strategy
Customers want to interact with brands over various touchpoints. In response, organizations must decide whether to employ channel-specific agents or train their workforce to serve different channels.
Call Center Strategy

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Think Customers: The 1to1 Blog

Social Customer Care Means Putting People First

Just as brands need consumers to purchase their goods and services to stay afloat in today'... more »

Hoffman's Hot Seat: The Business Value of Word of Mouth Index

1to1 Media's Tom Hoffman speaks with Larry Freed, President and CEO of ForeSee, about the c... more »

Preparing Your Culture and Network for BYOD

Last year had experts calling BYOD (Bring Your Own Device) trend, "the hottest trend of 201... more »

Take the Network out of Social Network to Build Real Relationships

I spent the past two days at the Corporate Social Media Summit in New York City, hearing fr... more »

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

Calculating the Contact Center's IQ

Because many businesses have yet to bridge the gap between silos, their customer service and support efforts neglect to draw correlations across channels, often failing to measure up to today’s consumer expectations.

Taking the Pulse of Customer Service

With patients using multiple channels to interact with healthcare providers and insurers, organizations needs to adapt to the shift in how patients access healthcare.

Crafting a Customer-Centric Approach to Loyalty

Loyal customers are priceless. In this complimentary 1to1 In Action guide, 1to1 Media and industry practitioners provide insights on effective strategies for winning the hearts and devotion of customers.

Proven Strategies That Make Mobile Relationship Management Click with Customers

In this 1to1 Webinar, Urban Airship's CMO Brent Hieggelke, joins 1to1 Media's Editor-in-Chief Mila D'Antonio, for a critical look at emerging MRM (mobile relationship management) strategies that create enduring connections between brands and customers.

Say Sorry and Mean It

Think about apologizing to customers as a “peace process” that needs to be put into place when you make a mistake. Here are five actions that signal to customers that they are important and that someone is looking out for them.

Executive Q&A: Ford Pushes the Innovation Accelerator

Companies that strive to be innovative tend to be more successful because they offer their customers and prospects products and services that are ahead of the time. Ford is leveraging technology to be a truly innovative company.

Marketing Spend Makes the Move to Digital

For marketing leaders across industries, the expansion of digital communications not only presents new ways to connect with customers, but also increases investment in technology and the growing mobile and social channels.

Thought Leadership from

Keeping Promises Helps Aflac Build Lasting Customer Trust
Michael Zuna has helped the company grow by nearly 7 percent during an economic downturn. He explains how Aflac prides itself on maintaining the promises made by its marketing icon to enable healthy business outcomes.

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Excelling in the Multichannel Customer Environment

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Reaching "Generation C" Through Big Data

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Jul 10, 2013

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1to1® Media is dedicated to helping organizations across the globe realize the greatest value from their customer base. We provide resources that help senior executives to drive change and make customer-based initiatives the centerpiece of their growth strategy.

1to1 Media's custom publications explore the best practices, trends, and developments from companies that are using customer initiatives to drive bottom-line impact. Backed by Peppers & Rogers Group, the globally recognized leader in customer strategy and relationship marketing, 1to1 Media combines thought leadership, field experience, and editorial expertise to deliver the content needed by our audience of more than 130,000 decision-makers.

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