Think Customers: The 1to1 Blog

When you have 98 percent brand recognition, what do you do? Thrive.

Montblanc currently commands 70 percent of the world market in fine writing instruments, according to Jan-Patrick Schmitz, president and CEO of Montblanc N.A. The company has achieved this by focusing on creating "deep positioning and meaning" in the luxury market instead of targeting everyone who writes, Schmitz said during his keynote at the Argyle Executive Forum's 2010 CMO Spotlight Forum: Retail and Consumer Goods & Services.

Continue reading "Montblanc Inks a Long-Term Customer Strategy " »

Posted by Ginger Conlon at 12:18 PM | Permalink | Comments (0) | TrackBacks (0)

There are rare moments in technology when everything changes. When the entire framework defining how we interact with machines (and consequently, each other) shifts perceptibly. That happened when the TV was invented, it happened when the computer mouse was made available commercially. These kinds of changes forever alter our economics, our social life, and our individual experiences.

It's now about to happen again. Only this time, the shift that is coming is on such a large scale that not only will it change things dramatically; it will usher in a new era in human economics (and therefore, everything else).

Continue reading "Forrester's James McQuivey: We Are About To Enter The Age Of Experience" »

Posted by Guest Blogger at 9:17 AM | Permalink | Comments (0) | TrackBacks (0)

Attempts to monitor what customers are saying about your company in social media can often be a hit-or-miss approach. Vovici's Vice President of Research Brian Koma shares his recommendations for using enterprise feedback management tools to help gauge and react to customer sentiment in the social media atmosphere.

Continue reading "Hoffman's Hot Seat: Applying Enterprise Feedback Management to Social Media to Glean Customer Insights" »

Posted by Tom Hoffman at 9:37 AM | Permalink | Comments (0) | TrackBacks (0)

For years, companies have pursued loyalty programs that cater to their most valued customers. However, in a tough economic environment, where every dime of revenue matters, it is now essential to promote loyalty among a broader base of customers. Expanding loyalty requires that companies ensure a satisfying experience that moves high-potential customers up the value chain.

En route, however, companies can find that loyalty comes in many shades. Depending on the duration of the relationship and other factors, customers have their own definitions of what loyalty entails. Knowing the appropriate treatment for customers, at the right stage of their development, makes all the difference in the success of conversion efforts.

Continue reading "Guest Blogger Ryan Pellet: Customer Loyalty -- Follow the Customer's Lead" »

Posted by Guest Blogger at 2:32 PM | Permalink | Comments (0) | TrackBacks (0)

Self-service can definitely enhance the customer experience, but it can also hurt it too. On Sunday my husband and I went to Lowe's to purchase some items that we needed for home improvement projects. After about an hour in the store, we approached the check-out to find our choices limited. There were only four self-service kiosks open--both with two winding lines.

Continue reading "Using Common Sense When Deploying Self-Service" »

Posted by Mila D'Antonio at 10:45 AM | Permalink | Comments (0) | TrackBacks (0)