2009 1to1 Customer Champions: In Their Own Words

The 2009 1to1 Customer Champions may have different job responsibilities, but they all share a passion for the customer. More »

New York City Transit Keeps Customer Service Costs on Track

New York City Transit improves the customer experience with VoIP. More »

Building a Bridge Between Sales and Marketing

Integrating sales and marketing means better product development. More »

2009 1to1 Customer Champion: Harris Simmons, Chairman, Zions Bancorporation

Harris Simmons isn't your typical bank chairman. Despite running Zions Bancorporation for the past 19 years, he still feels a personal connection to c More »

Nurture to Win

Marketers can identify where a prospect is in the purchasing cycle and nurture them until they’re ready to buy. More »

Think Customers: The 1to1 Blog

How Not to Treat a Customer - Jul 02, 2009

I was at a Verizon store today for service on my phone, which stopped working yesterday. Normally from what I hear the associates there are fairly helpful (they've been average at best the few times I... more »

Completely Satisfied - Jul 01, 2009

For the entire month of June, I drove a rental car while my own vehicle was getting repaired. I rented from Enterprise Rent-A-Car and wrote a... more »

Dashboards: No Longer a Luxury Companies are deploying specialized dashboards across their organizations as a way to deliver benchmark and ROI data. It's part of a strong customer data strategy. The Collective Wisdom of the 1to1 Customer Champions This year's 1to1 Customer Champions had so many interesting things to say, we couldn't fit all their wisdom into one feature. Here's a sampling of what inspires our 1to1 Customer Champions, along with their hot-button issues, favorite business books, common roadblocks, and other challenges that keep them awake at night. Walk Away From Prospects Now to Save Relationships Later The days of "all or nothing" customer acquisition strategies are over. A long-term customer relationship begins with finding the right customers in the first place.

Short-Term Strategies Challenge Marketers

Short-term marketing strategies and budget cuts are dominating the ad business. Yet forward-thinking marketers are preparing now with the expectation of increasing long-term marketing spend once the economy rebounds.

Social Customer Service Eludes Many Companies

Social networking has grown in popularity, but the technology and strategy of social customer service still lag behind in call centers, according to new research from Datamonitor.

from Peppers & Rogers Group

Getting It Right in Retail

It's tough to be a retailer today. Intense competition, instant access to information and endless choices have changed the game. To simply survive, a retailer must now offer customers the best products at the best prices in the best locations. To thrive, a retailer must do much more than master the traditional approaches to retail success. So how does a retailer differentiate itself and achieve organic growth? One word—relationships.

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Chicago.com Adds Insight to its Website

Website optimization testing sometimes resembles throwing a dart at a dartboard blindfolded. Done right, however, a company can easily hit a bull’s eye. This was the case for Chicago.com, which achieved a double-digit lift in key site metrics through optimization testing.

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