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Tom Hoffman | July 22, 2014
Companies are increasingly using customer experience metrics to gauge the health of their customer relationships. But as companies continue to up their investments in customer-focused initiatives, CEOs, CFOs, and other members of the senior management team demand to know what the returns are on those efforts. Read more »
Mila D'Antonio | July 21, 2014
We've all called a customer service department at one point or another and have encountered pushy or unhelpful customer service reps. Last week, the experience that San Francisco-based tech blogger Ryan Block encountered with an unnamed agent when he called Comcast to cancel his service, takes the cake. Read more »
Judith Aquino | July 17, 2014
Monique Bonner, vice president of global marketing at Dell, kicked off the 15th Anniversary Marketing World 2015: A Frost & Sullivan Executive MindXchange conference by talking about 1996. This year was notable, Bonner explained, because it was the year she learned about the concept of one-to-one marketing, which Don Peppers and Martha Rogers introduced in their book, The One-to-One Future. Read more »
Anna Papachristos | July 16, 2014
Facebook has forever changed the way Internet users interact with one another. Though only 10 years old, the infamous social network has revolutionized the way friends and family stay in touch, while also introducing an innovative way for brands to bond with their customer base. But, as the site continues to draw scrutiny about its questionable practices, long-term loyalty may be waning. Read more »
Tom Hoffman | July 15, 2014
According to the 2014 Temkin Experience Ratings, wireless carriers rank in the middle of the pack with respect to the customer experiences they deliver, ahead of industries such as hotels and Internet service providers. My own recent experience with one of the largest carriers in the U.S. demonstrates how one customer experience can leave a lasting impression. Read more »
Mila D'Antonio | July 14, 2014
Customer loyalty is not something you can win with a gimmick or a marketing stunt. It's an emotion and requires an emotional engagement. The real value from promotions is in the opportunity to create loyalty, not just to manipulate the customer to make a quick sale. Read more »
Judith Aquino | July 10, 2014
Before I got engaged, I assumed waving a registry gun at household items in a store would be part of my pre-wedding experience. I was wrong. Instead, my fiancĂ© and I registered on Amazon and filled our registry list in one hour. We chose the online retailer for the variety of items and price ranges as well as convenience. Read more »
Anna Papachristos | July 9, 2014
Consumers currently share more personal data than ever before. However, in many instances, the companies that collect said information fail to integrate this insight in ways that improve the customer experience. Though they actively apply consumer preferences to boost personalization, they neglect to move beyond the general everyman, thereby focusing on the average customer, not the individual. Read more »
Tom Hoffman | July 8, 2014
When it comes to gaining loyalty from restaurant patrons, chain restaurants need to deliver consistent experiences. After all, as consumers have so many options when it comes selecting a restaurant, it's critical for chain restaurants to provide diners with dependable experiences that offer friendly and efficient service, quality food, and good value. Word-of-mouth also plays a significant role in influencing restaurant patrons. My family and I have had a few recent experiences with chain restaurants that altered our perceptions of Read more »

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