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Anna Papachristos | October 29, 2014
Though Halloween may be known for its tricks and treats, the craziest antics often come well before All Hallows' Eve even arrives. You see, as Halloween continues to gain in popularity, consumers are now scrambling to conjure up costumes and stockpile sweets before one holiday rolls into the next. In fact, according to the NRF's Halloween Consumer Spending Survey, consumers are expected to spend $7.4 billion on Halloween goods in 2014. Thus, with added importance and immediacy driving shoppers to Read more »
Tom Hoffman | October 28, 2014
One of the reasons that marketing leaders and other professionals attend conferences is to get a reality check on what their peers and other companies are doing. Are we in-line with industry best practices? Is anyone else struggling with this marketing activity? While attending the DMA2014 Annual Conference & Exhibition in San Diego on Monday, I decided to apply this theory to see how both small-to-midsized businesses (SMBs) and enterprise companies are faring with their omnichannel marketing strategies. The responses Read more »
Mila D'Antonio | October 27, 2014
What makes a successful social media strategy? That was the question on many minds at last week's Connect via Hootsuite event in New York City. Panelists addressed concerns regarding engaging audiences and customers in meaningful ways, finding metrics to convince executives of social's value, and empowering employees to participate in social initiatives. Read more »
Guest Blogger: Sam Stern | October 24, 2014
In my latest report for Forrester, How Customer Experience Champions Transform Culture, I take a closer look at how companies are using these programs to drive customer obsession. In 2014, a number of companies have launched their own versions of these programs, so we thought it was time to take a closer look. These programs work as extensions of core customer experience teams which tend to be quite small. Champions help: Read more »
Judith Aquino | October 23, 2014
What does it mean to be authentic and how can businesses empower employees to provide those experiences? These were some of the questions that executives tackled at Customer Contact 2014 West: A Frost & Sullivan Executive MindXchange this week in San Diego, Calif. Read more »
Anna Papachristos | October 22, 2014
Over the years, loyalty programs and strategies have evolved to reflect consumer behaviors. But, as the competition within various markets becomes increasingly fierce, cultivating said loyalty has become more challenging than ever. Thus, companies across industries are now working to embrace the ever-growing spectrum of digital channels to create communities and facilitate conversation. Read more »
Tom Hoffman | October 21, 2014
Earlier this month, Bluewolf published its third annual report on The State of Salesforce. Bluewolf, a global business consulting firm, interviewed 1,000+ Salesforce.com customers in collaboration with MIT Sloan School of Management and made some interesting discoveries about trends in Salesforce usage and practices that are relevant for marketing, sales, and customer service leaders. Read more »
Mila D'Antonio | October 20, 2014
As more and more consumers gravitate toward mobile as their preferred channel to conduct their daily tasks, customer service will be well on its way to becoming the future trend for mobile apps and services. Read more »
Judith Aquino | October 16, 2014
It is no secret that customer loyalty is critical to business success. Consumers are inundated with programs and mobile apps that track their purchases and even their geographic locations to deliver offers that that encourage repeat purchases. Read more »

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