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Cynthia Clark | January 31, 2013
With just a few days to go before Sunday's much anticipated Super Bowl, it's not just football fans that are eagerly waiting for the game. Marketers are also keen to watch the new advertisements that will take center-stage during the annual event. Read more »
Anna Papachristos | January 30, 2013
Customers are kind, mean, and everything in between. But, every now and then, customer service representatives encounter customers that are off the charts. These requests leave service professionals scratching their heads as they conjure up ways to satisfy the consumer despite their confusion. Yet, while these interactions may be strange at the time, they typically make for entertaining stories after the fact. Read more »
Tom Hoffman | January 29, 2013
In case you missed it, American Airlines has unveiled a new logo. The new logo, dubbed by American as "the Flight Symbol" (see the image on the left) contains the eagle, the star, and the "A" and "refreshed" shades of red, white, and blue. Do you see all these elements? I must be missing something - where's the star? Anyway, as part of its promotions, American claims that its new logo "and the refreshed look and feel of our planes Read more »
Mila D'Antonio | January 28, 2013
Last Thursday, at its 28th Silver Apple Awards Gala, the Direct Marketing Club of New York honored Peppers & Rogers Group's Don Peppers and Martha Rogers, Ph.D., for their leadership on customer-focused business strategies for the past 20 years. Read more »
Guest Blogger: Adele Sage | January 25, 2013
Allow us to paint a vision of the future for you: After interactions with your favorite companies, no one asks you how you liked those interactions. Your email inbox contains no requests for a few minutes of your time. No one asks you to wait on the phone line to answer a few questions. The word "survey" has vanished from your vocabulary. Read more »
Cynthia Clark | January 24, 2013
Today's mobile-toting customers are not only communicating with brands wherever they are and at all times of the day, but they're also giving the companies they do business with important information about where they are on different days of the week and at different times of the day. Read more »
Anna Papachristos | January 23, 2013
Months ago, an old friend from college recommended I visit the nail salon she frequented during her time at school. My mother and I were in search of cleanliness and reliability, so we both turned to Facebook for trusted recommendations. Since then, we've become regular customers, visiting every now and then to indulge in the traditional manicure/pedicure. While my mother enjoys the chance to escape reality, I've come to depend on the flawless appearance to deter me from my nervous Read more »
Tom Hoffman | January 22, 2013
1to1 Media's Tom Hoffman sits down with Jeremy Sokolic, Senior Vice President of Marketing at LivePerson, to explore steps that companies can take to provide customers with digital customer experiences that can rival or even exceed the in-store experience. Read more »
Guest Blogger: Kerry Bodine | January 18, 2013
Earlier this month, Avis announced that it will acquire Zipcar. On paper, the combination of a traditional car rental company with a car-sharing service sounds like a win/win deal. Unfortunately, many of Zipcar's customers have expressed concern that they'll end up as losers in the deal. Here's just a sampling from the hundreds of comments that concerned "Zipsters" have posted on Facebook since the acquisition was announced. • "Avis is horrible. They 'lost' a car I returned not that long Read more »
Cynthia Clark | January 18, 2013
Mobile wallets, smarter point of sales systems, and sending customers more targeted and personalized offers will be major trends for retail in 2013. At the National Retail Federation's Retail Big Show 2013, 1to1 Media caught up with a number of executives and asked about the hot trends that we expect to see in retail this year. Steven Rosenblatt, Foursquare's chief revenue officer, Rod Witmond, senior vice president of talent management and International expansion at Cardlytics, Brian Yates, Director of Product Read more »
Cynthia Clark | January 17, 2013
Being relevant to consumers, both online and in store, and integrating the Web experience with the brick-and-mortar one is key for retailers, experts highlighted at this week's National Retail Federation conference. "Customers are no longer simply buying a product. They have journeys," said Steve Ladwig, Toshiba's president and CEO said. This phenomenon means that organizations cannot terminate their engagement with customers when they leave the store. Instead, savvy organizations are getting to know their customers, using the data to provide Read more »
Anna Papachristos | January 16, 2013
Last Thursday, we here at 1to1 Media had the chance to chat with Leo Minervini, CIO of Carlo's Bakery in Hoboken, N.J. Minervini joined us via Twitter to discuss how the "Cake Boss" bakery, made famous through TLC's hit reality show, uses social media to monitor customer comments and complaints. Using the #1to1socialCX hashtag, we explored how Minervini and his team integrated social media into their daily routine. In case you missed our short (but sweet!) conversation, here are some Read more »
Tom Hoffman | January 15, 2013
Thanks to the growing functionality of hand-held computers (smartphones, tablets) and the broad, communal reach of social media, customers have become emboldened about sharing their complaints and frustrations about poor experiences they've had with companies. Because customer issues can now go viral within a matter of hours (e.g. Verizon Wireless being forced to ditch a $2 "convenience fee" in late 2011 following negative customer sentiment), business leaders need to have a social media crisis plan in place should problems arise, Read more »
Mila D'Antonio | January 14, 2013
Delta proved last week that it must have learned a thing or two from United Airlines' lack of response in 2008 to now famed passenger David Carroll when a flight crew broke his guitar after tossing it, prompting him to record "United Breaks Guitars." The song launched him into an Internet sensation and made him the poster boy for the power of social media when customers are wronged. Read more »
Guest Blogger: Paul Hagan | January 11, 2013
The way that firms can deliver value to clients has massively changed. Firms can interact with customers in the context of using products (e.g. think Rosetta Stone and language coaches). In fact, customers interacting with each other within the product may deliver more value than the product itself. Companies can harness the data exhaust of product usage and turn it into powerfully useful information to help customers succeed at their goals (e.g. think Nike+ and fitness). Read more »
Cynthia Clark | January 10, 2013
Today's multichannel customer is getting information from an increasing number of sources. Further, customers can cross-check the information they get from one particular channel through another medium, allowing them to be more confident in their purchasing decisions before parting with their money. Read more »
Anna Papachristos | January 9, 2013
When one pregnant woman and her family decided to have dinner at their local Red Robin, they simply thought they were heading out for a nice meal--perhaps one of their last before welcoming their new baby. But, after joking with the staff about her impending delivery, Amie Sivon and her husband, Jason, discovered an unexpected surprise. Their check indicated that Sivon's entire meal, totaling $11.50, had been deducted from the bill, accompanied by one simple message: "MOM 2 BEE GOOD Read more »
Tom Hoffman | January 8, 2013
1to1 Media's Tom Hoffman catches up with Tim Segall, Chief Technology Officer at SoundBite Communications, about the need for companies to provide customers with multichannel customer service support, the inherent challenges that are involved, as well as examples of companies that are differentiating themselves through their efforts. Read more »
Mila D'Antonio | January 7, 2013
It's that time of year again, when predictions, trends, and resolutions articles come out of the woodwork to help guide our expectations for the coming year. At 1to1 Media, we've included a few of our own around the customer experience. Read more »
Guest Blogger: Kerry Bodine | January 4, 2013
Over the past two years, consumer technology adoption and market forces have catapulted the field of customer experience into strategic stature. In 2012, this shift manifested itself privately through sweeping organizational changes at companies in nearly every industry -- and shined publicly through professional organizations, the media, and even in the courts. Read more »
Cynthia Clark | January 3, 2013
This is the time of the year when we tend to look back at the last 12 months and determine what went well and what could have been better. And based on that information, we make resolutions for the next year, vowing to make sure that it's better than the one that's about to end. Read more »
Anna Papachristos | January 2, 2013
The New Year has arrived, and companies across industries are creating their own resolutions for 2013. But for these improvements to take root, customers have to be willing to better themselves alongside their favorite brands. Many satisfying experiences hinge upon customer-to-customer interactions, yet companies rarely look to alter customer etiquette in their attempt to boost satisfaction. Customers consistently expect more from their most trusted brands, yet they often neglect to give in return. Read more »
Tom Hoffman | January 1, 2013
One of the biggest differences between companies that provide mediocre customer experiences and those that deliver exceptional experiences (and ultimately position themselves to achieve outstanding financial results) is the degree of engagement and connectedness that employees have with a company and its mission. Read more »