Think Customers: The 1to1 Blog

1. Customers are getting a seat in the boardroom. Gone are the days when customer strategy is a siloed approach. We've said it a million times: You can't successfully drive customer strategies without C-suite buy-in. Over the past year, we've seen an increased number of C-level executives driving the customer experience across the enterprise.

2. CRM is going mobile. I know, I know. You've heard it every year for the past several years. But now we really are seeing momentum in this space. From field technicians using mobile devices for sales opportunities, to consumers paying their bills, companies are increasingly leveraging mobile to enhance the customer experience.

3. Companies are beginning to understand how to leverage social media to market and advertise to customers. A year ago, we could probably count on one hand the number of companies that were successfully leveraging sites like Facebook and Twitter for brand awareness. Today everywhere we look, everyone from retailers to B2B companies have solved the mystery of social media.

4. Voice of the Customer is part of the lexicon and the culture of companies across industries. We've seen companies moving from simply surveying their customers to really figuring out how to collect feedback in real time across multiple customer touchpoints and then feeding that information back into their enterprises.

5. Data integration isn't just something companies say they do. We're seeing companies continuing to break down those pesky data silos and integrate touchpoints at every level of the organization.

What customer experience strategies are you thankful for?