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Tom Hoffman | June 30, 2015
One of the biggest challenges that telecom industry executives face is customer churn. While churn rates vary by country and by provider, annual churn rates for telecom companies average between 10 percent and 67 percent, according to the Database Marketing Institute. And while there are a variety of reasons that customers disconnect from wireless providers in particular - dissatisfaction with the quality of service, cost, poor customer support - the use of customer data and analytics is providing decision-makers with Read more »
Judith Aquino | June 25, 2015
Drawing in new customers is more challenging than ever as companies compete to engage consumers who have a rapidly shrinking attention span and high expectations. WGBH and Total Gym Fitness, Silver and Bronze winners respectively in the Innovation in Customer Acquisition category of the 2015 Gartner and 1to1 Media Customer Experience Excellence Awards, demonstrate the power of using technology and customer engagement strategies to win new customers. Here are three takeaways for your own customer acquisition strategy. Read more »
Anna Papachristos | June 24, 2015
Data has always proven problematic for many companies, as most recognize its importance, but few know how to bring this information to action. However, in recent years, technology has matured, allowing more organizations to gather, parse, analyze, and employ data with ease and efficiency. But, for Mountain American Credit Union (MACU), Bronze winner in the Innovation in Customer Insight category of the 2015 Gartner and 1to1 Media Customer Experience Excellence Awards, collecting both solicited and unsolicited feedback has become central Read more »
Tom Hoffman | June 23, 2015
Organizations that deliver exceptional customer support typically have at least a few things in common. They listen closely to what customers are asking for and not only act on customer feedback but they also communicate back to customers how and whether their requests were acted on. They align their customer service processes and practices with customer-centric goals and objectives. These organizations also strive to make it easy for customer-facing employees to provide customers with seamless support to ensure that both Read more »
Mila D'Antonio | June 22, 2015
Delivering great customer experiences is hard to do. If it was easy everyone would do it. Sustained success comes with patience, commitment and plenty of failure along the way. Making that commitment to deliver a superior customer experience can turn a laggard into a fierce competitor, or a failure into an industry leader. Read more »
Guest Blogger: Kara Hoisington | June 19, 2015
While kicking off a project last October, a client showed us slide after slide of reports, architectures, and data flows. Overwhelmed by information, the client looked at us and asked, "what do I do with all this data?" A plea for help I have heard on almost every engagement since. Due to this trend, I am starting a blog series answering the question from a multitude of perspectives. Each blog will dig deeper into a particular dimension including organizational communication, Read more »
Judith Aquino | June 18, 2015
Customer relationship management, or CRM, is having a renaissance. The promise of CRM was that it would streamline customer service, marketing, and sales efforts with a unified view of the customer, but the technology was dogged by complaints of clunky and expensive software. Read more »
Anna Papachristos | June 17, 2015
Every brand has its own story to tell. Yet, when it comes to social media, many companies still struggle to find the right words. Read more »
Tom Hoffman | June 16, 2015
The healthcare industry is undergoing dramatic changes, not the least of which is an increased focus among payers (healthcare insurers) and providers (physicians, hospitals, clinics, etc.) on customer centricity. Payers who historically had customers funneled to them by employers are now beginning to market to individual customers. But payers aren't the only healthcare industry participants that are blazing new trails in customer centricity. As last week's PegaWORLD 2015 conference indicates, life sciences and other healthcare companies are also getting into Read more »

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