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Tom Hoffman | July 12, 2016
There's a goldmine of valuable data in the cross-channel interactions customers conduct. 1to1 Media's Tom Hoffman recently met up with Jason Rose, Gigya Senior Vice President, Marketing, to discuss key trends in customer identity management and how information shared by customers in their omnichannel interactions can be used to deliver more personalized customer experiences. Read more »
Judith Aquino | July 7, 2016
Sports Authority customers can expect to hear from Dick's Sporting Goods in the near future. Sports Authority, which recently filed for Chapter 11 bankruptcy protection, has sold its intellectual property including about 114 million customers' files and 25 million email addresses to Dick's Sporting Goods in an auction, Los Angeles Times reports. Read more »
Tom Hoffman | July 5, 2016
One of the most infuriating things for customers is when they are hit with hidden or unexpected fees. Prime examples include being slapped with a double ATM fee for a cash withdrawal (the fee charged when you use an out-of-network ATM and then the penalty that your own bank imposes). Or when a hotel charges separate WiFi fees for each device that's used. One of my favorites is the convenience fee that's levied when ordering concert or other types Read more »
Mila D'Antonio | July 4, 2016
Companies today are swimming in data that, if properly leveraged, could be used strategically to drive the business forward. The problem is that Big Data's sheer size overwhelms most marketers. To make businesses more agile, companies should first focus on their small data and look at it as an opportunity to find insights in new places. Read more »
Judith Aquino | June 30, 2016
Like many people, the last thing I want to do is speak with a customer service agent when I have a question. Why call when the answer can most likely be found online in the FAQ section or through another self-service option? At the same time, investments in speech analytics are rising. Read more »
Tom Hoffman | June 28, 2016
Customers are increasing their use of digital channels such as mobile and social media to resolve product and service issues and receive support from companies. But does this mean that voice support will disappear altogether? 1to1 Media's Tom Hoffman recently explored these issues and what the future holds for customer service with Shep Hyken, customer service expert and Chief Amazement Officer at Shepard Presentations, at the Pegaworld 2016 conference in Las Vegas Read more »
Mila D'Antonio | June 27, 2016
In every conversation regarding the merits of customer experience strategy, one question always resonates: How to tie it to revenue. According to Forrester, there's no debate. Better customer experience correlates to better revenue across most industries. Read more »
Judith Aquino | June 23, 2016
What does Bridgestone have in common with Nordstrom and Starbucks? On the surface not much, but Bridgestone aspires to match the high level of customer service that companies like Nordstrom and Starbucks are known for. Yesterday, Bridgestone laid out its strategy for overhauling its customer experience by 2020. Read more »
Tom Hoffman | June 21, 2016
Last week was the 8th grade formal for my daughter Caroline's class. Leading up to the dance, her friends informed her that a certain boy was planning to invite her. You know how these types of things can play out in Middle School. Anyway, with just a week to go before the big event and growing restless, Caroline, who tends to be a bit shy, decided to break out of her own comfort zone and ask the boy to the Read more »

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