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Mila D'Antonio | December 15, 2014
A comprehensive report last week commission by the Association of National Advertisers and conducted by cyber security company, White Ops Inc., confirmed what many in digital marketing and advertising already knew: Ad fraud is getting worse. Read more »
Guest Blogger: Sam Stern | December 12, 2014
Companies with customer-obsessed cultures--think USAA or Southwest Airlines--differentiate themselves in their industries and earn major financial benefits as a result. But customer-obsessed cultures don't just happen: To help transform a culture, customer experience professionals must develop training and coaching curriculum that touches all employees. Read more »
Judith Aquino | December 11, 2014
Building a relationship with your customers through multiple touch points has become a critical business practice as market forces raised the status and value of customer experiences. In 2014, this shift manifested itself through organizational changes across industries and advances in technology. As the year comes to a close, here are four lessons for business leaders to keep in mind: Read more »
Anna Papachristos | December 10, 2014
Though it might be starting to look a lot like Christmas, there's still room for retail customer experience improvements everywhere you go. The holiday season often exposes weaknesses in service strategies, as stores scramble to meet demand and generate profits. However, retailers should use this time to assess their current approach, learn valuable lessons, and make plans for the future. Read more »
Tom Hoffman | December 9, 2014
In an ideal world, employee satisfaction surveys are intended to provide senior management with rich insights into the state of workforce morale and areas for improvement that are actionable. But one of the biggest problems with annual or bi-annual polls is that action often isn't taken. According to PwC Saratoga's 2013/2014 U.S. Human Capital Effectiveness Report, nearly 60 percent of companies don't require managers to develop an action plan for employee engagement. Still another shortcoming with annual employee satisfaction surveys Read more »
Mila D'Antonio | December 8, 2014
The term, "disruption" has become the business buzzword of the year. But it's more than just jargon. Disruption in business involves having the ability to sense changes occurring in technology, customer behaviors, and product demands and being able to evolve quickly and implement plans outside the norm for long-term survival. Read more »
Guest Blogger: Harley Manning | December 5, 2014
About two years ago I stopped taking cabs from my home in the suburbs of Boston to Boston's Logan airport. I wasn't drawn away by Uber; my local cab company pushed me away with its awful customer experience. Read more »
Judith Aquino | December 4, 2014
The latest smartphones and tablets continue to be at the top of many people's shopping lists, with Apple and Amazon reporting strong sales in iPhones and Kindles during Black Friday. December is also a busy month for app downloads as people load new apps on to their new smartphones and tablets. Last year, Christmas day saw a 91 percent increase in app downloads, as compared to an average day in the first half of December, according to the app analytics Read more »
Mila D'Antonio | December 3, 2014
Technology is increasingly earning a place in every aspect of our lives--from conducting routine tasks like creating shopping lists to helping to transform our lifestyles, health, and mindsets. Read more »

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