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Anna Papachristos | June 4, 2014
Delivering relevant content at the specific moment when consumers are looking to make decisions remains very powerful, boosting retention and strengthening relationships. However, as email open rates decline due to the overall swell in email volume, marketers are finding it increasingly difficult to reach consumers' inboxes, leading many to believe responsive design holds the secret to future success. Read more »
Tom Hoffman | June 3, 2014
Gamification has been a great way for companies to drive both customer and employee engagement. By the end of this year, more than 70 percent of Global 2000 organizations will have at least one gamified application, according to Gartner. But while providing customers with chances to earn points and unlock new opportunities has proven to be an effective approach to strengthening relationships with them, it's also important for decision makers to keep their fingers on the pulse of the customer Read more »
Guest Blogger: Harley Manning | May 30, 2014
Do you like those thinkorswim commercials from TD Ameritrade as much as I do? Because I love them. Read more »
Anna Papachristos | May 28, 2014
Personalization has become an integral component for successful omnichannel strategies, as companies understand that individualized experiences persuade customers to engage across multiple touchpoints, driving lifetime value and revenue. For the retail sector, incentivizing shoppers to interact with the brand across numerous channels encourages them to spend more and spend often. Read more »
Tom Hoffman | May 27, 2014
Ten years ago, a friend of mine who was the CIO of a supermarket chain at the time left to join a company that sells price optimization software. As I learned more about the company and its technological capabilities, I became fascinated with the concept (e.g. "If we lower the price of this brand of yogurt by X, how will this affect the sale of fresh berries?"). I recently had an opportunity to speak with an e-commerce executive about her Read more »
Mila D'Antonio | May 26, 2014
"If you don't have a strategy for reorganizing your business, you're aiming at nothing, and I guarantee you'll hit it." - Gene Alvarez, Gartner At last week's Gartner Customer 360 Summit in Orlando, Gartner's Alvarez and Leigh McMullen conveyed that message during their opening keynote session. They reviewed the importance of bridging the digital chasm in companies and how building organizations powered by purpose and whose employees' goals are linked to the enterprise mission helps in advancing their digital strategies. Read more »
Guest Blogger: Rick Parrish | May 23, 2014
When Forrester first introduced the Customer Experience (CX) Ecosystem concept three years ago, we found that companies' attempts to innovate their CX were limited by tunnel vision. They couldn't see beyond the surface layer of individual touchpoints to understand the intricate web of behind-the-scenes dynamics that really create the customer experience. Read more »
Anna Papachristos | May 23, 2014
While it's important for companies to meet consumer demand and satisfy evolving expectations, those who rise above the competition go beyond the norm, anticipating future needs and proactively delivering these unknown desires. Forward-thinking creativity has become an essential component for companies looking to gain the competitive advantage and, for this year's lone winner in the 2014 Gartner & 1to1 Media CRM Excellence Innovation category, engagement stands as the primary differentiator. Read more »
Mila D'Antonio | May 22, 2014
Don Peppers and Martha Rogers, Ph.D., co-founders of Peppers & Rogers Group, have long said that the only way that a business can actually create value is with customers. Because if you don't have a customer, it doesn't matter how many products you have, you don't have a business. Read more »

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