Peppers & Rogers Group 1to1 Media is a division of Peppers & Rogers Group, a leader in Management Consulting.

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for CRM and Customer Experience Professionals.

  • Marketing Research Articles
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  • Emerging Business Tactics

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

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Case in Brief: Multichannel Data Enables One-to-One Customer Experiences
Case in Brief: Multichannel Data Enables One-to-One Customer Experiences
By matching its clients with agents, the American Automobile Association’s Western & Central New York branch has reduced average handle time by 18 percent, increased profitability, and improved customer experience.
Promote Employee Engagement to Enhance Customer Loyalty and Satisfaction
Promote Employee Engagement to Enhance Customer Loyalty and Satisfaction
Seventy-five percent of employees working for organizations that are customer experience (CX) leaders deem themselves highly or moderately engaged, as opposed to 30 percent at companies that lag behind today’s CX leaders.
Earning Customer Loyalty with Proactive Service
Earning Customer Loyalty with Proactive Service
Proactive customer service that’s delivered through personalized interactions with contact center reps can help differentiate companies and drive customer loyalty.
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Don't Be in the 4%: Are You Using VoC?
Don't Be in the 4%: Are You Using VoC?
In this 1to1® Webinar, our expert panelists will examine the primary elements of harnessing the Voice of the Customer (VoC) as a profitable business practice that drives customer-centric change. They'll also discuss the survey findings, which reveal how organizations are tackling VoC challenges and devising truly innovative approaches to VoC that are helping to capture customer loyalty and boost revenue.
Business Success Hinges on Innovation
Business Success Hinges on Innovation
“Nanovation begins with noticing,” write Kevin and Jackie Frieberg and Dain Dunston in their book Nanovation: How a Little Car Can Teach the World to Think Big and Act Bold. The authors say that “every creative insight, every burst of ingenuity begins with seeing or, more powerfully, experiencing a problem or opportunity that is meaningful to someone else.”
Customer Strategy Trends to Watch in 2012
Customer Strategy Trends to Watch in 2012
1to1 Media asked industry experts in customer service, marketing, and sales what customer strategy trends will make the biggest impact in 2012. Here are their predictions.
Personalizing the Sales Experience Helps Close the Deal
Personalizing the Sales Experience Helps Close the Deal
As technology becomes an ever more integral part of customers’ lives, consumers have come to expect companies to embrace it with the same enthusiasm, as well as to use it to improve the customer experience. In terms of the sales process, this includes activities like offering customers the ability to make a purchase through a mobile app and delivering contextually relevant interactions with customer-facing staff.

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Peppers & Rogers Group
The Key to Becoming a Social Organization
The era when companies had at least partial control over what was publicly said about them is long over. Instead, the power has shifted to the customer, who has the tools at his fingertips to tell the masses about his experience with various organizations. And he uses those tools frequently. According to The Realtime Report, there are currently about 250 million tweets per day, with 25 percent of Tweets mentioning brands. Facebook reports that it has more than 800 million users, and that “more than 50 percent of its active users log in on any given day.”
Earning Customer Loyalty with Proactive Service By Peppers & Rogers Group and Five9 Lower Costs and Boost Customer Loyalty by Injecting Knowledge into CRM By Oracle Corporation The #1 Essential Business Practice for Compelling Customer Experiences By Peppers & Rogers Group and Adobe Four Effective Service Strategies that Drive Brand Advocacy By Oracle Corporation 8 Ways to Tackle the Multichannel Experience By Peppers & Rogers Group and multiple sponsors Moving to the Cloud: A Free Resource Library by inContact, Inc. The Social Engagement Payoff A 1to1 Tips & Takeaways by Peppers & Rogers Group and Alcatel-Lucent Enterprise
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Welcome to the 1to1 Media community, a rich, multi-media resource for you to learn innovative ideas and best practices on customer strategy. Every form of content you’ll enjoy from 1to1 Media has an over-arching theme—to help you succeed in creating customer relationships that lock-in brand loyalty and drive your company’s profits.

Led by Editorial Director Ginger Conlon and our parent company, Peppers & Rogers Group, the 1to1 Media franchise has the distinct voice of the renowned gurus of customer-centricity, Don Peppers and Martha Rogers. For more than a decade, 1to1 Media has inspired smart marketers and forward-thinking executives to make customer-based initiatives the centerpiece of their growth strategy.

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