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Cynthia Clark | March 26, 2014
Customer loyalty is a hard-earned and highly valuable characteristic that organizations have long been trying to gain and retain. The birth of loyalty programs have given brands the ability to reward their customers for choosing to do business with that company, and in turn hope that they will keep coming back. Read more »
Anna Papachristos | March 26, 2014
Mobile customer care is rapidly becoming an opportunity for companies to differentiate themselves in an increasingly competitive economy. But, as Bruce Bales, vice president of product management at mBlox, notes, companies must look beyond marketing and advertising to include care as a means to engage consumers. The direct nature of mobile messaging remains the most effective way to grab consumers' attention. Therefore, brands that can take a care-centric approach to their mobile strategy will drive customer loyalty and long-term value. Read more »
Mila D'Antonio | March 25, 2014
A study released today by Adobe at its 12th Annual Digital Marketing Summit in Salt Lake City, revealed that most marketers are cemented in ad-hoc processes and age-old methodologies. In fact, 42 percent of 1,000 marketers polled in the survey, stated that they want to reinvent themselves, but only 14 percent know how to do it. Read more »
Tom Hoffman | March 25, 2014
As B2C marketers continue to gain experience engaging with customers in digital channels, a growing number of practitioners are striving to become more adept at segmenting customers by psychographics and demographics as part of their efforts to deliver relevant content, messaging, and experiences for specific target audiences. Some marketers are taking this a step further by creating buyer personas that represent the different customer types that are represented within a targeted demographic, psychographic profile (lifestyle, interests, and preferences), behavioral makeup, Read more »
Mila D'Antonio | March 24, 2014
Today I head to Salt Lake City, Utah, for Adobe's annual Digital Marketing Summit. Last year was my first Summit and I look forward to attending again this year, as it is one of the rare events in which attendees can see first-hand how quantifiable marketing results maximize a company's marketing ROI. The Summit will offer best practices and techniques on topics ranging from how to personalize a cross-channel strategy, best practices for managing a global digital presence, and how Read more »
Guest Blogger: Vanessa Saulsberry | March 21, 2014
What a wondrous world in which we live - one of infinite choice and possibility. I can buy a pair of the skinniest jeans (well, maybe not that skinny) from an Old Navy store, grab a new sweater for my hairless kitty on Petco.com, and deposit a check with my Chase mobile app. Mostly all of these tasks can be done in the comfort of my footy pajamas. I'd say that seven out of 10 of my interactions with companies Read more »
Guest Blogger: Maxie Schmidt-Subramanian | March 21, 2014
Are you looking for a vendor or vendors to support your voice of the customer (VoC) program? Or are you reviewing your current VoC vendor(s)? Read more »
Cynthia Clark | March 20, 2014
The battle between bricks-and-mortar and ecommerce is reaching new heights. Not only are online stores stocking more of our favorite items and shrinking shipping times, but in a cutthroat retail world, they're making it easier for us to shop and return items that aren't up to our expectations. Read more »
Anna Papachristos | March 19, 2014
There's nothing worse than rummaging through the aisles of the local Stop & Shop. Supermarket shopping has always been an unwelcome task, so when my mother and I were met with mile-long lines after an excruciatingly long day of running errands, we decided to approach this challenge with the utmost efficiency and speed. Read more »

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