Busting Through Social Media's Challenges

Companies need to see past the social media hype and put together a plan to capitalize on its many benefits. So where do you begin? More »

An Epic (Customer) Experience with Live Chat

Unlike other regions of the outdoor sporting world, skiers and snowboarders love to engage in friendly, constructive chats at Backcountry.com. More »

A Global Perspective

In today’s global marketplace customer experience management practices within the contact center, combined with an enterprisewide, customer-minded app More »

Oakley Finds the Sunny Side of Customer Service

Oakley increases agent performance with e-learning tools. More »

The Games People Play

Regence Blue Cross/Blue Shield considers game-playing to be one of the best things its employees can do. More »

Think Customers: The 1to1 Blog

Staying Ahead of the Curve - Jul 01, 2008

The role of customer care in the contact center has never been more pivotal to a company's success. As a result, contact center leaders continuously strive to develop innovative ways to improve servic... more »

The Call Center Cha-Cha - Jun 30, 2008

No sooner had my story on Dimension Data's 10th annual "Call Center Benchmarking Report" appeared in yesterday's 1to1 Weekly than ... more »

The 2008 1to1 Customer Champions Five years, 63 inspirational leaders, one guiding principle: Customers are the business; treat them accordingly and profits will follow. Defining High Value Customers High-value customers--every company wants to acquire and retain them. But just who are they? The NHL Tries a New Power Play The NHL aims to ignite the passion in its fan base by investing in new media and database marketing efforts.

Inside Access

Nonprofits are turning to online donor strategies.

The Decline of Call Center Service

A new report cites some sobering statistics about the overall state of call centers.

Sephora Dishes On Its Loyalty Program

From the counter to the computer, the beauty company keeps a customized focus.

You Are What You Buy

Are today's savvy consumers immune to marketing? Rob Walker doesn't think so. The author of "Buying In: The Secret Dialoge Between What We Buy and What We Are" sits down to discuss the book and its findings.

Making Sense Out of Customer Data

Much focus is placed on making short-term marketing decisions with data, like sending targeted and relevant messages to customers. That might achieve a lift in response rates or conversions on one campaign, but there's much more to it.

Hot List: When Marketers Show Up, Is the Party Over?

Top executives will only take today's emerging communication channels like social media and mobile seriously if these tools can create revenue and, more important, profit. But what do customers think about putting money ahead of innovation?

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