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Tom Hoffman | March 29, 2016
When we talk about the customer experience, it's important to remember that it's an end-to-end experience for customers. It's not just about the pre-sales experiences a customer may have viewing products on a company's website or the interactions a customer may have with a salesperson before deciding on a purchase. The post-purchase support a customer receives is also a critical component of overall satisfaction and loyalty. Read more »
Mila D'Antonio | March 28, 2016
Last Monday, Twitter celebrated its 10th birthday. Since CEO and Founder Jack Dorsey sent the first Tweet on March 21, 2006 announcing that he's setting up his 'Twittr,' more than 1.3 billion of us joined the platform to express ourselves in 140 characters or less. Read more »
Mila D'Antonio | March 25, 2016
Companies across all industries are realizing the benefits of video. From Security First Insurance, which delivers personalized, interactive videos to customers; to Jeep, which offers native video ads, video is fast becoming the channel of choice to engage customers. Read more »
Judith Aquino | March 24, 2016
Gone are the days when product quality, price, and customer service were enough to win customers. Today customer experience--how customers feel about a brand and their encounters with the brand--is the new battleground. But customer experience itself has become a commodified term. At the Adobe Summit in Las Vegas, Adobe attempted to put a fresh spin on efforts to help businesses better engage and serve customers with a stable of new product rollouts and upgrades. Read more »
Tom Hoffman | March 22, 2016
I recently took my mother to a community theater performance of "The Music Man." Since my mom is in her 80s and has some trouble getting around, I picked a theater close to where she lives that would be easy for her to navigate. We both enjoyed the show a lot and it was great spending the day with her. The story I'm about to share isn't really about the theater experience but a related customer experience that occurred earlier Read more »
Mila D'Antonio | March 21, 2016
This weekend's NCAA Men's Division I Basketball Championship games resulted in improbable upsets and jaw-dropping plays. Whether it's Gonzaga's win or Michigan State's loss, March Madness ended with a lot of surprises. Many of your employees are checking their brackets this morning and either celebrating their wins or licking their wounds. Read more »
Mila D'Antonio | March 18, 2016
Today's businesses find that happy employees are productive employees. All that happiness and productivity leads to satisfied customers too. Read more »
Judith Aquino | March 17, 2016
These days, people are as likely to find a date on a matchmaking site as they are to find a deal. As the stigma against online dating is fades, brands are seizing on an opportunity to court consumers across matchmaking apps and websites. Read more »
Tom Hoffman | March 15, 2016
Last week at Enterprise Connect, one of the most talked-about topics was video, especially as it can be used by customer care agents to communicate with customers. Depending on how companies go about deploying video communication technologies, some of the challenges that have impeded adoption is the high amount of bandwidth consumed by video as well as cost constraints. But thanks to the emergence of WebRTC, Skype for Business, and other developments, these barriers aren't nearly as formidable as they'd Read more »

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