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Cynthia Clark | February 27, 2014
The value of employees goes beyond their day-to-day job. Because they have a good insight into the company where they work, employees are perfectly positioned to come up with ideas that can revolutionize an organization. Read more »
Anna Papachristos | February 26, 2014
With technology comes an air of mystery. Because the overall landscape continues to evolve at breakneck speed, companies across industries see technology as an alluring force that must be embraced in order to remain competitive. Yet, while senior executives work to integrate the latest and greatest tools, this focus often leads many to forget and forego the communication strategies necessary to keep employees engaged. Read more »
Tom Hoffman | February 25, 2014
Marketing leaders know that providing customers and prospects with relevant content that's easy to access and appealing is a great way to drive engagement. Many marketers are finding success using programmatic marketing to intelligently provide the right content to the right customers and prospects. A recent study conducted by RadiumOne demonstrates the importance of understanding the type of content that resonates most with specific customer groups. Read more »
Mila D'Antonio | February 24, 2014
The U.S. Census Bureau reports that January retail numbers are down, 4 percent from the month before. Despite the assumption that winter weather may be to blame retailers must start thinking strategically about how to continue to attract consumers into their brick and mortar locations. Read more »
Guest Blogger: Rick Parrish | February 21, 2014
For those who--despite the healthcare.gov customer experience debacle--remain unconvinced that the Age of the Customer applies to governments, the Sochi Olympics should do the trick. Both customer experience (CX) disasters have highlighted a hard lesson for governments: The same technologies that empower customers in the private sector also allow the people to control the public narrative. In the Age of the Customer: Read more »
Guest Blogger: Vanessa Saulsberry | February 21, 2014
Thanks to Wikileaks, NSA revelations, and a host of questionable policies, it's no wonder that trust in government is at an all-time low. What I find interesting is that business leaders don't fare much better than their government counterparts in key areas, according to the 2014 Edelman Trust Barometer. So, I set out to understand why and what I found was unanticipated. Read more »
Cynthia Clark | February 20, 2014
Targeted messaging is not only appreciated but nowadays customers have come to expect it. As marketers get savvier and have more data to work with, they are making sure that their messages resonate with their target audience as much as possible. Read more »
Anna Papachristos | February 19, 2014
Last week, my boyfriend surprised me with an early Valentine's Day dinner. I've always enjoyed his cooking, so I was eager to see what he had up his sleeve. Lucky for me, the menu included both the main course (butternut squash soup and chicken scampi, yum!) and dessert (golden yellow cupcakes with chocolate frosting). Yet, while the evening itself was unexpected, the greatest shock came when I caught a glimpse of the cake mix box. Read more »
Tom Hoffman | February 18, 2014
A few weeks ago, my daughter was in a minor car accident. Fortunately, she wasn't hurt. She tried navigating a turn on a residential street in snowy conditions and the car skidded into a fire hydrant at a low rate of speed. The police that arrived on the scene had the car towed since it couldn't be driven (the front bumper was dislodged). What has since transpired is a tale of three customer experiences - two positive and one which Read more »
Mila D'Antonio | February 17, 2014
Last week, my friend and I made one last trek to Loehmann's after finding out the discount department store will close its doors later this month after 93 years in business. We wanted one last chance to wade through the racks of latest fashions and to take advantage of the 60 percent discounts. Read more »
Cynthia Clark | February 13, 2014
For the past few years, social media has been providing organizations with new avenues to connect with their customers and prospects, gather information, and also extend the voice of their brand. But what do customers who Tweet or share information about a favorite brand get in return? Most times, the only payback is mileage from their friends for being on top of what's happening and rarely some recognition from the company in question. Read more »
Anna Papachristos | February 12, 2014
On ABC's The Bachelor, the man of the hour typically splits his time between one-on-one dates and group dates. Each eligible lady eagerly anticipates the prospect of the one-on-one, as they logically prefer the intimacy of one day alone over sharing their potential love interest's attention. Such dates allow the "couple" to build and strengthen their budding relationship, while group dates pander to the insecurities of every woman in the group. Read more »
Tom Hoffman | February 11, 2014
It's tough to predict what the future may hold. But that doesn't stop us from thinking about it. This includes how technological innovation may affect the customer experience of the future and considerations for business leaders to ponder. I recently had an opportunity to discuss these issues with Bernard Luthi, Chief Operating Officer and Chief Marketing Officer at Rakuten.com, based in part on some of his takeaways from the recent 2014 International CES consumer electronics event in Las Vegas. Read more »
Mila D'Antonio | February 10, 2014
CVS made a bold move last week when the chain announced that it would discontinue selling tobacco products in its retail pharmacy stores. In an effort to align its merchandise with its mission of, "helping people on the path to better health," the company's decision is a question of ethical business and doing what's right for the customers. Read more »
Guest Blogger: Sam Stern | February 7, 2014
Companies that want to create a more customer-centric culture must socialize customer focus among all employees. Socialization includes three sets of activities: Communicate the importance of customer-centricity, train employees to deliver the intended experience, and reinforce customer centricity with routines. Read more »
Cynthia Clark | February 6, 2014
Sunday's Super Bowl XLVII had its fair share of memorable commercials, tugging at heartstrings and creating lasting impressions of the different brands. Read more »
Anna Papachristos | February 5, 2014
Though I typically avoid the BuzzFeed click bait that clutters Facebook and Twitter, every now and then a post will stand out, building enough intrigue to make me bite. Just the other day, my friend linked to one such post entitled LEGO Just Got Told Off By A 7-Year-Old Girl. (I tend to gravitate toward stories about today's youth as I am often mistaken for one.) This particular post features an image of a handwritten letter penned by Charlotte, an Read more »
Tom Hoffman | February 4, 2014
Big Data remains a hot-button topic for many business leaders. As 1to1 Media Senior Writer Cynthia Clark notes in a new article on the topic, one of the greatest challenges executives face is being able to glean actionable insights from the mountains of data that are available. This includes the difficulty in using unstructured data such as customer emails and social media sentiment that often doesn't fit into pre-defined data models or with relational databases. This is part of the Read more »
Mila D'Antonio | February 3, 2014
In 1984 Steve Jobs introduced the Apple Macintosh during a Super Bowl XVIII commercial. The computer went on to become the first commercially successful personal computer to feature a mouse and a graphical user interface. Read more »
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