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Guest Blogger: Megan Burns | May 15, 2015
Last week, I stayed in two different hotels in the greater Atlanta area. One was a Ritz-Carlton, and the other a Marriott.* Hearing those two brand names, you might be tempted to assume that the guest experience at the Ritz was far better than the one at the Marriott. But it wasn't--at least not for me. Read more »
Judith Aquino | May 14, 2015
Last week, Comcast unveiled its latest plan for improving its customer service, which includes hiring 5,500 more customer service agents and automatically crediting a subscriber's account $20 if a technician fails to show up for a scheduled visit. Read more »
Anna Papachristos | May 13, 2015
For many companies, social media has become an innovative way to drive brand awareness. However, for TOMS, these interactive channels represent an opportunity to garner attention and increase engagement around social issues across the globe. Read more »
Tom Hoffman | May 12, 2015
Periodically, a big brand will announce plans to invest millions of dollars in its customer service activities. In some cases, the same company continues to stumble a year or two later. We've all seen it before. Improving customer service isn't simply about throwing money at the problem or adding agents. Because customer care is multidimensional, organizational leaders also need to evaluate their customer care processes, the technologies they have in place, the criteria used to recruit and train agents, the Read more »
Mila D'Antonio | May 11, 2015
Think companies are improving their customer experiences? Think again. According to the recent 2015 Temkin Experience Ratings, more companies have dropped in their CX ratings this year. Read more »
Judith Aquino | May 7, 2015
The marketing and customer engagement landscape is getting more crowded and enterprise firms increasingly find themselves competing with nimble startups that offer innovative solutions. As a result, enterprise companies are turning to innovation labs for a competitive edge. Read more »
Anna Papachristos | May 6, 2015
Every year, we reserve one day in May to celebrate the very person responsible for our existence--Mom! From mother figures to mothers-in-law, and everyone in between, Mother's Day allows us to honor those who've always cared for and supported us throughout life's journey (even though one day clearly cannot compensate for all they've ever done). Thus, with the season in full swing, many brands have launched ad campaigns that commemorate the bond between mother and child. Read more »
Tom Hoffman | May 5, 2015
Customer experience leaders talk a lot about the importance of providing customers with simple and easy experiences. But in the real world, some customer interactions can be quite complicated. For instance, as customers continue to increase their use of self-service tools to resolve issues they may encounter on their own, the types of customer inquiries that are hitting the contact center are becoming more complex. Read more »
Mila D'Antonio | May 4, 2015
The debate on how to get sales and marketing to work better together has gone on for years. According to the results of the SiriusDecisions' 2015 State of Account-Based Marketing Study, alignment between sales and marketing has improved. Read more »

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