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Guest Blogger: Kate Leggett | January 23, 2015
Customers are using more communication channels for customer service than ever before. They are also contacting customer service organizations more frequently. Companies are rising to this challenge as overall satisfaction with the quality of service communication channels is trending upwards. Read more »
Judith Aquino | January 22, 2015
Pinterest knows nearly everything about my wedding. I pinned photos of every item that needed to be purchased for the ceremony and reception on my Pinterest board last year. But I can't say that I bought anything based on a recommendation from Pinterest. The company is trying to change that. Read more »
Anna Papachristos | January 21, 2015
By now, many individuals have abandoned their lofty New Year's resolutions, for the promise of renewal has reverted back to business as usual. However, all hope may not be lost quite yet. Read more »
Tom Hoffman | January 20, 2015
Culled from the 'has-this-ever-happened-to-you?' files: You dial an 800 number for product or service support and find yourself getting lost in the IVR tree. If you press zero, either the prompt doesn't work or you're informed that the wait time to speak with a live agent is seemingly longer than a trans-Atlantic flight. Undeterred, you decide to punch in a random number in the hope of connecting with someone - anyone - until you suddenly find yourself speaking with somebody Read more »
Mila D'Antonio | January 19, 2015
Last week President Obama called for federal legislation that would aim to safeguard consumer data and require retailers to be more forthcoming about data breaches when they occur. Obama will announce his legislation, The Personal Data Notification and Protection Act, in his State of the Union Address tomorrow night and the administration expects bipartisan support. Read more »
Judith Aquino | January 15, 2015
Dressing rooms are an important, but often neglected part of the customer journey. Shoppers frequently make their purchase decisions in poorly lit rooms, sometimes without a mirror. And if they need another clothing size, they have to flag down a sales associate. But like other areas in retail, dressing rooms are getting a makeover. Read more »
Anna Papachristos | January 14, 2015
Engagement and experience have always walked hand-in-hand. But, as technology progresses, this symbiotic relationship holds more importance than ever before. Thus, big brands have jumped at the opportunity to incorporate augmented reality (AR) applications to engage consumers in new ways at every stage of the customer journey. Such technologies allow companies to expand upon the traditional experience, bringing added value to the average consumer. Read more »
Tom Hoffman | January 13, 2015
Ongoing changes in consumer shopping behavior continue to place pressure on retailers. For instance, while retailers saw a projected 4.1 percent lift in holiday spending by consumers, U.S. retail store sales fell 8 percent during the 2014 holiday season, according to respective reports by the National Retail Federation and RetailNext. Read more »
Mila D'Antonio | January 12, 2015
With the holiday shopping season behind us, retailers have planned a tidal wave of store closings for 2015. Among the closings are Macy's, JCPenney, Guess, Radio Shack, as well as teen apparel stores Delia's, Aeropostale, Wet Seal, and Abercrombie & Fitch. Read more »

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