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Judith Aquino | June 26, 2014
Consumers don't think of themselves as big game to be targeted and captured by marketers, but The Onion knows better. The parody publication published an image two weeks ago of a man lying face down in a parking lot with the caption, "A Procter & Gamble marketing team attaches a tracking collar to an incapacitated head-of-household specimen." Read more »
Anna Papachristos | June 25, 2014
Every day, marketers and analysts fight the unyielding battle between Big Data and relevancy. With an abundance of customer information constantly flowing into any given organization, it's increasingly difficult to parse the important from the unnecessary. Yet, despite this struggle, companies continue to disseminate their own messages into the void, often spamming the consumer with information that annoys more than it educates. Read more »
Tom Hoffman | June 24, 2014
Omnichannel might be hot, but that doesn't mean that everyone is jumping on the bandwagon. Based on anecdotal feedback I gathered from user companies and vendors while attending Call Center Week earlier this month, not to mention market research on the topic, it's fairly clear that many enterprise companies are investing to expand their omnichannel customer support capabilities. However, small-to-midsized businesses (SMBs) are more likely to only offer support across a couple of channels (primarily voice and email), largely due Read more »
Mila D'Antonio | June 23, 2014
When I started out at my first job as a journalist at a local daily newspaper in Pittsburgh nearly 20 years ago, we wrote our articles on a PC with a green screen using a DOS prompt. The Internet was only in its infancy so we relied on a combination of microfiche, the Yellow Pages, and knocking on doors to conduct our research and to track down sources. By the time I landed my second job at a newspaper journalist Read more »
Guest Blogger: Harley Manning | June 20, 2014
When I was 10 years old, I heard my father and my Uncle Bob talking about the car they'd most like to own. Noticing me, Uncle Bob asked, "How about you, Harley? What car do you want to drive when you grow up?" I immediately answered, "A Mercedes!" Read more »
Judith Aquino | June 19, 2014
Yesterday, Blackberry unveiled a deal with Amazon to include the online giant's app store on its phones. In addition, Google Play and Apple's App Store both offer a million apps in their respective stores. As more apps flood the market, driving engagement rates among users has become a crucial component of an app developer's monetization strategy. Read more »
Anna Papachristos | June 18, 2014
When retailers contemplate consumer safety, they typically focus upon data security, as many work to protect their customers' private records at every turn. But what happens when physical safety becomes a concern? How must companies respond when the brand's brick-and-mortar location poses a threat to the shopper's well being? Read more »
Tom Hoffman | June 17, 2014
Many of the conversations that took place at Call Center Week in Las Vegas last week focused on some of the dominant trends in the contact center, including omnichannel support and opportunities for using speech, text, and other types of analytics. One of the topic areas that also generated a lot of buzz at the event is the use -- as well as the lack of understanding -- of chat for customer service. Read more »
Mila D'Antonio | June 16, 2014
Whether they're raising awareness, engaging with new audiences, or growing sales, marketers will flock to social media during the 2014 FIFA World Cup. Social media traffic for the month-long global soccer tournament is already outpacing the Sochi Olympics, with Facebook, YouTube, and Twitter at the center of the boom. Read more »

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