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Judith Aquino | July 10, 2014
Before I got engaged, I assumed waving a registry gun at household items in a store would be part of my pre-wedding experience. I was wrong. Instead, my fiancĂ© and I registered on Amazon and filled our registry list in one hour. We chose the online retailer for the variety of items and price ranges as well as convenience. Read more »
Anna Papachristos | July 9, 2014
Consumers currently share more personal data than ever before. However, in many instances, the companies that collect said information fail to integrate this insight in ways that improve the customer experience. Though they actively apply consumer preferences to boost personalization, they neglect to move beyond the general everyman, thereby focusing on the average customer, not the individual. Read more »
Tom Hoffman | July 8, 2014
When it comes to gaining loyalty from restaurant patrons, chain restaurants need to deliver consistent experiences. After all, as consumers have so many options when it comes selecting a restaurant, it's critical for chain restaurants to provide diners with dependable experiences that offer friendly and efficient service, quality food, and good value. Word-of-mouth also plays a significant role in influencing restaurant patrons. My family and I have had a few recent experiences with chain restaurants that altered our perceptions of Read more »
Mila D'Antonio | July 7, 2014
Last year online wine sales topped out at $5 billion worldwide, according to estimates from the Bordeaux Management School. In fact, of the 3,000 people surveyed, 57 percent had visited an online wine site, while 35 percent had made an online wine purchase. Read more »
Judith Aquino | July 3, 2014
If you've been to a Broadway show recently, you may have noticed people in red shirts handing envelopes to theatergoers underneath the marquee. What you're seeing are TodayTix staffers delivering tickets to the customers who purchased them on TodayTix's mobile app. Read more »
Anna Papachristos | July 2, 2014
Most professionals operate in an atmosphere of overanalysis. They nitpick every detail of the customer experience, actively seeking discernible behavior patterns and engagement opportunities across all touchpoints. Yet, while such strategies are essential for long-term survival, marketers and salespeople must look beyond the data and remember what it's like to live on the other side of this insight. Read more »
Tom Hoffman | July 1, 2014
Marketing leaders are constantly striving to achieve the highest possible levels of customer engagement and to get the biggest bang out of their campaign efforts. But it's often what goes on behind the scenes - and how well those activities and processes are managed - that ultimately determines the success of marketing programs. Read more »
Mila D'Antonio | June 30, 2014
A couple years ago brands started recognizing social media as a viable channel in which to engage customers, respond to their service inquiries, and foster relationships. Despite their initial and continued investments in technologies and strategies to incorporate service into these emerging channels, the majority of companies today still lack ownership and understanding of social media. Read more »
Guest Blogger: Sam Stern | June 27, 2014
Companies want customer-obsessed cultures that will help them differentiate in the age of the customer. But transforming a culture can be a challenge: It requires all employees to understand who their customers are, how customers perceive their interactions with the company, and what roles employees need to play in delivering the overall experience. Enter learning maps, which are fast becoming the centerpiece of small-group interactive training sessions at many companies. Read more »

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