1to1 Media's Tom Hoffman speaks with Brian Shepherd, President of Customer Strategy and Technology Services at TeleTech, about the Big Data and analytics discussions that attendees at the Gartner Customer 360 Summit recently shared in San Diego along with strategies for tackling the key challenges faced by companies.
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A chemical manufacturer with a solid customer listening program noticed an uptick in complaints about pricing. Unlike many firms, which would take the comments at face value and take action accordingly, this company first stepped back and reflected on its strategy: It sold premium chemical for advanced applications targeted at particular industries, so it surmised that the company shouldn't see this kind of feedback. It conducted some root cause analysis, talking to those customers. It learned that some distributors were
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An effective salesforce is compulsory for business success. Savvy organizations are investing heavily in their sales team to make sure that they close as many deals as possible. Forward-thinking business leaders are constantly looking at new technologies that will help their sales teams do a better job. Many organizations, for example, are leveraging mobile technologies and social media to improve their sales effectiveness and improve the company's bottom line.
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There's a distinct difference between hearing and listening. While most companies hear what their customers are saying about the brand via social media, very few truly listen to the problems at the core of customer sentiment so they may act upon such feedback to improve experience. Social insight presents companies with an interesting and educational look into how customers interact with and perceive the brands they do business with, yet most companies remain at the starting stages of strategic expansion,
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Last week while I was attending the Gartner Customer 360 Summit in San Diego, I had the opportunity to attend a workshop that was focused on best practices in enabling great customer experiences. The session started with each of the 30 attendees sharing anecdotes about the most exceptional customer experiences they'd received and why they meant so much to us.
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In the Big Data world in which we live, business intelligence has become a big market. Companies that have deployed integrated analytics platforms and emphasized real-time data analysis to better understand customer behavior have gained a big advantage from doing so. For Maple Leaf Sports & Entertainment and AAA, winners in this year's Gartner & 1to1 Media CRM Excellence Awards, adoption and successful deployment of customer analytics has not only become a competitive differentiator, but also a mechanism for delivering
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When it comes to providing the best service experience possible, the customer defines success. Though many companies approach service and support as just another metric to be maximized, those that emphasize quality over call times differentiate themselves from the competition and excel in customer satisfaction. For Cisco and Cigna, winners in the Customer Service Optimization category of the 2013 Gartner & 1to1 Media CRM Excellence Awards, superior service isn't simply a goal to be attained, but also a foundation on
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Today's customers are interacting with their chosen brands over multiple touchpoints. This phenomenon provides a huge opportunity for companies to have a more in-depth communication with their customers.
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Today we announce the winners of the 2013 Gartner & 1to1 Media CRM Excellence Awards. I've been with 1to1 Media since the inception of the awards and have seen it evolve into what it has become today: An international program that recognizes customer experience leaders--companies that have taken chances and have overcome adversity to advance their customer-centric practices forward.
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