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Guest Blogger: Sam Stern | October 24, 2014
In my latest report for Forrester, How Customer Experience Champions Transform Culture, I take a closer look at how companies are using these programs to drive customer obsession. In 2014, a number of companies have launched their own versions of these programs, so we thought it was time to take a closer look. These programs work as extensions of core customer experience teams which tend to be quite small. Champions help: Read more »
Judith Aquino | October 23, 2014
What does it mean to be authentic and how can businesses empower employees to provide those experiences? These were some of the questions that executives tackled at Customer Contact 2014 West: A Frost & Sullivan Executive MindXchange this week in San Diego, Calif. Read more »
Anna Papachristos | October 22, 2014
Over the years, loyalty programs and strategies have evolved to reflect consumer behaviors. But, as the competition within various markets becomes increasingly fierce, cultivating said loyalty has become more challenging than ever. Thus, companies across industries are now working to embrace the ever-growing spectrum of digital channels to create communities and facilitate conversation. Read more »
Tom Hoffman | October 21, 2014
Earlier this month, Bluewolf published its third annual report on The State of Salesforce. Bluewolf, a global business consulting firm, interviewed 1,000+ Salesforce.com customers in collaboration with MIT Sloan School of Management and made some interesting discoveries about trends in Salesforce usage and practices that are relevant for marketing, sales, and customer service leaders. Read more »
Mila D'Antonio | October 20, 2014
As more and more consumers gravitate toward mobile as their preferred channel to conduct their daily tasks, customer service will be well on its way to becoming the future trend for mobile apps and services. Read more »
Judith Aquino | October 16, 2014
It is no secret that customer loyalty is critical to business success. Consumers are inundated with programs and mobile apps that track their purchases and even their geographic locations to deliver offers that that encourage repeat purchases. Read more »
Anna Papachristos | October 15, 2014
If you visit your local Target's seasonal department, you may notice an interesting dynamic. Though the majority of these aisles are clogged with glittery Halloween costumes and sweets galore, Christmas lights and holiday lawn decorations have started to infiltrate the back wall, while gift-wrap materials are now intertwined with the leftover garden supplies of the spring and summer. Here, the entire year melds into one, allowing no single season its fair share of the spotlight. Read more »
Tom Hoffman | October 14, 2014
1to1 Media's Tom Hoffman speaks with Rob LoCascio, Founder and CEO of LivePerson, about the evolving customer journey from analog to digital along with best practices for engaging with customers based on their preferences. Read more »
Guest Blogger: Harley Manning | October 13, 2014
Successful leaders today must challenge the status quo, abandon standard processes, and embrace creative disruption, according to thought leaders at this year's World Business Forum. Read more »

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