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Tom Hoffman | March 8, 2016
This week, I'll be attending Enterprise Connect in Orlando where I expect to have a lot of discussions with people about communications trends involving the contact center and customers. Based on the content in the meeting invites I've received, I also expect a lot of chatter about WebRTC, Unified Communications, and the expanding use of video to strengthen the customer experience. While each of these represent important developments for connecting with today's omnichannel customer, consumer sentiment suggests that many companies Read more »
Mila D'Antonio | March 7, 2016
These days the news of retailers closing stores is becoming as common and uncomfortable as a Trump insult, a baffling Kanye Tweet, or a Kardashian photo opp. They seem to happen every time we turn on the TV or open a Web page but there's no way to stop them. Read more »
Mila D'Antonio | March 4, 2016
Customer experience today means everything. With retailers announcing seemingly on a weekly basis of store closings, experience is more important than ever before. Many companies think of customer experience, however, as a flashy marketing campaign, a cool social media outreach effort, or putting associates through a one-time training program. To do customer experience right, everyone might be responsible for delivering on it and be held accountable for its success or failure. Experience must be woven through the culture and delivered Read more »
Judith Aquino | March 3, 2016
Get ready for an emoji tidal wave. I'm not referring to the image of a tidal wave, but an onslaught of emoji-fueled campaigns. Brands are increasingly embracing emojis in an effort to keep up with young audiences who are fluent in communicating through digital images. Read more »
Tom Hoffman | March 1, 2016
One of the things I like most about LinkedIn, Twitter, and Facebook (and Google Alerts, for that matter) is the access these channels provide to thought leadership on so many different topics. I enjoy being able to pick up insights from recognized industry and topic experts and from everyday practitioners that are in the trenches. In many cases, the articles and blogs that people post serve as a useful reminder of best practices in marketing, customer service, and other disciplines. Read more »
Mila D'Antonio | February 29, 2016
The weeks leading up to this year's 88th Academy Awards felt like more of a study in cultural diversity and societal problems than a celebration of Hollywood's creative achievements. In his role as host, Chris Rock tackled the #OscarsSoWhite with an unforgettable opening monologue that will surely keep the Hollywood elite talking for weeks. Read more »
Judith Aquino | February 25, 2016
It's all about context. Understanding when and why consumers are interested in a product or service are key insights that companies are only beginning to leverage as a competitive differentiator. At VentureBeat's Marketing.FWD summit, retailers shared their strategies for injecting relevancy into their products and services by tapping into contextual data insights. Read more »
Anna Papachristos | February 24, 2016
Physical mail used to hold so much appeal when I was younger. I remember clamoring for every Valpak that passed under my nose just so I could have something tangible to call my own. But, as expected, time changes everything. Now, more than bills and catalogs, I'm bombarded with countless credit card offers that collectively kill more trees than the cash I already use to pay for my purchases (or so it seems). Direct mail no longer surprises, nor delights, Read more »
Tom Hoffman | February 23, 2016
A couple of weeks ago, my son was involved in a car accident. Most importantly, no one was hurt but the car suffered extensive damage. Because the accident was caused by a mechanical failure, I've been trying to get a response from the warranty company to determine whether they will cover any of the repair costs. I'm still waiting to hear back, which is pretty pathetic in an age when customers expect to receive prompt support. Read more »

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