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Cynthia Clark | April 24, 2014
Recently I went to one of my favorite stores in Manhattan with the aim of making a couple of purchases. But when I got to my destination, I found a padlocked door and barred-up windows. Another store had bitten the dust. Read more »
Anna Papachristos | April 23, 2014
Since its inception, social media has evolved to become one of the greatest tools in the modern marketer's arsenal. But, while companies use this emerging medium to disseminate brand messaging and conduct customer service, individual consumers use social media as their personal mouthpiece, sounding off about whatever's on their mind. Yet, while predictive analytics have become the ideal companion tool for marketers looking to gain granular insights into their social consumer base, such technologies have begun to bleed into other Read more »
Tom Hoffman | April 22, 2014
April represents a confluence of events. Not only is it Customer Loyalty Month. It's also the tail end of the Passover and Easter holiday weeks which, in the U.S. anyway, includes an annual rite of passage: a network broadcast of Cecile B. DeMille's "The Ten Commandments." Forgive me for mixing religion with customer experience, but since I still have Charlton Heston on the brain, it inspired the following headline for this post. Read more »
Mila D'Antonio | April 21, 2014
April is Customer Loyalty Month, a great time for companies to take inventory of the best practices, processes, and metrics around how they're engaging with customers across the enterprise in an effort to boost their loyalty. Here are five action items to help increase your company's customer loyalty in 2014. Read more »
Guest Blogger: Rick Parrish | April 18, 2014
When I ask government employees why improving customer experience (CX) is so important, I often hear a version of the same answer: "It's the right thing to do." But I'm not about to take an easy answer like that at face value, so I dig deeper. Read more »
Cynthia Clark | April 17, 2014
Trust is an essential element in relationships. As humans, we need to feel we can trust others who we invite into our lives, but also the organizations we do business with. As Don Peppers and Martha Rogers, Ph.D. argue in their book Extreme Trust: Honesty as a Competitive Advantage, trust is not just a good idea, it's inevitable. Read more »
Anna Papachristos | April 16, 2014
From Facebook and Twitter, to Instagram and Pinterest, social media continues to prove it's not just some trend, but also an emerging platform for individuals and brands to connect and converse. But, as social media expands into an enterprisewide initiative, more companies beginning to consider to pros and cons of bringing their CEO into the mix. While many feel this step would bring an added human element to their business, others worry that exposing their CEO to public scrutiny may Read more »
Tom Hoffman | April 15, 2014
There's a ton of information that customers share with companies that can - and should be - used to develop more personalized, relevant, and contextual engagement with customers at the right time and in the right channel. Drawing on a full range of customer data has become a business imperative for marketers, particularly as customized content and messaging is needed to engage today's finicky, highly mobile customer. Read more »
Mila D'Antonio | April 14, 2014
Digital and social trends are the key factors driving the evolution of retail marketing today. Read more »

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