tag:www.1to1media.com,2007-09-25:/weblog//1 2010-02-08T19:56:34Z Engage the 1to1 Media editors on the topics driving customer strategy Movable Type 4.21-en tag:www.1to1media.com,2010:/weblog//1.2308 2010-02-08T15:23:15Z 2010-02-08T19:56:34Z

Through the first quarter of Super Bowl XXXXIV, which I viewed at my friends' house, I was feeling a bit underwhelmed by the TV commercials. The spot for Callaway was a clever use of imagery (numbers, flight, power) which all resonate for golfers. But it wasn't a powerhouse commercial. Sorry, but the LeBron James/Dwight Howard basketball bit for McDonalds was flat, even with Larry Bird.

Tom Hoffman http://www.1to1media.com Through the first quarter of Super Bowl XXXXIV, which I viewed at my friends' house, I was feeling a bit underwhelmed by the TV commercials. The spot for Callaway was a clever use of imagery (numbers, flight, power) which all resonate for golfers. But it wasn't a powerhouse commercial. Sorry, but the LeBron James/Dwight Howard basketball bit for McDonalds was flat, even with Larry Bird. tag:www.1to1media.com,2010:/weblog//1.2307 2010-02-05T18:59:05Z 2010-02-05T19:18:26Z

The ability to innovate is an entrepreneurial quality that is essential for companies to succeed in today's fiercely competitive retail markets. However many companies may be locked in an inertia of change dictated by industry norms.

Mila D'Antonio http://www.1to1media.com The ability to innovate is an entrepreneurial quality that is essential for companies to succeed in today's fiercely competitive retail markets. However many companies may be locked in an inertia of change dictated by industry norms. tag:www.1to1media.com,2010:/weblog//1.2306 2010-02-04T14:05:28Z 2010-02-04T17:15:06Z

CIOs have expressed some trepidation about managing different types of customer data in public and private cloud environments. Security, loss of control over data and regulatory/compliance issues top the list of worries. 1to1 Media's Tom Hoffman spoke with RightNow Technologies CIO Laef Olson about these concerns and steps that can be taken to address them.

Tom Hoffman http://www.1to1media.com CIOs have expressed some trepidation about managing different types of customer data in public and private cloud environments. Security, loss of control over data and regulatory/compliance issues top the list of worries. 1to1 Media's Tom Hoffman spoke with RightNow Technologies CIO Laef Olson about these concerns and steps that can be taken to address them. tag:www.1to1media.com,2010:/weblog//1.2305 2010-02-03T20:16:36Z 2010-02-03T14:39:38Z

New technologies follow a pattern. They start by imitating older technologies before they evolve to their true forms. The first automobiles looked like horseless carriages. It wasn't until the Vintage Era of the 1920s that cars evolved to a form that we'd recognize today with features like front-engines, enclosed cabs, and electric starters. Televisions started off copying radios -- they looked more like an armoire with a small screen stuck on the front. In the process of working on my latest piece of research, it became clear that the Web has followed a similar pattern. Early sites imitated a much older medium: paper. And even though "web page" still dominates our thinking, online experiences have begun to evolve away from the page-based metaphor. In the next 5 years the evolution of online experiences toward their true form is about to take off at a much faster rate than in the previous 5 years.

Guest Blogger http://www.1to1media.com New technologies follow a pattern. They start by imitating older technologies before they evolve to their true forms. The first automobiles looked like horseless carriages. It wasn't until the Vintage Era of the 1920s that cars evolved to a form that we'd recognize today with features like front-engines, enclosed cabs, and electric starters. Televisions started off copying radios -- they looked more like an armoire with a small screen stuck on the front. In the process of working on my latest piece of research, it became clear that the Web has followed a similar pattern. Early sites imitated a much older medium: paper. And even though "web page" still dominates our thinking, online experiences have begun to evolve away from the page-based metaphor. In the next 5 years the evolution of online experiences toward their true form is about to take off at a much faster rate than in the previous 5 years. tag:www.1to1media.com,2010:/weblog//1.2303 2010-02-02T17:17:57Z 2010-02-02T13:44:21Z

Motivation as a topic is quite popular. Whether in sports or in business, we talk about motivating others to perform better, to work better, or to help us accomplish our goals. But the best way to motivate can be quite elusive. We try all sorts of different programs and philosophies to get others motivated, but in the end, we are right back where we started. There is a very simple reason why this happens. The reality of motivation is this: We cannot positively motivate anyone but ourselves.

Guest Blogger http://www.1to1media.com Motivation as a topic is quite popular. Whether in sports or in business, we talk about motivating others to perform better, to work better, or to help us accomplish our goals. But the best way to motivate can be quite elusive. We try all sorts of different programs and philosophies to get others motivated, but in the end, we are right back where we started. There is a very simple reason why this happens. The reality of motivation is this: We cannot positively motivate anyone but ourselves. tag:www.1to1media.com,2010:/weblog//1.2302 2010-02-01T14:50:55Z 2010-02-01T14:59:37Z

Online customer communities used to be just a message board where customers could ask questions or more likely, complain about products. But as social tools become more available and user adoption increases, online communities should advance with them.

Elizabeth Glagowski http://www.1to1media.com Online customer communities used to be just a message board where customers could ask questions or more likely, complain about products. But as social tools become more available and user adoption increases, online communities should advance with them. tag:www.1to1media.com,2010:/weblog//1.2301 2010-01-28T22:18:38Z 2010-01-28T22:27:06Z

To say that marketing today is fast paced is an understatement. Consumers want information quickly and have little patience for slow-loading Web pages, interruptions in streaming videos and ads, or off-target marketing as they browse a brand's site. According to a December 2009 survey by Pew Internet & American Life Project, nearly three quarters (74 percent) of American adults use the Internet. This high Internet usage by everyday Americans further validates that consumers are tuning in online for information, product research, and an always-on connection with the brands and sites they rely on most.

Guest Blogger http://www.1to1media.com To say that marketing today is fast paced is an understatement. Consumers want information quickly and have little patience for slow-loading Web pages, interruptions in streaming videos and ads, or off-target marketing as they browse a brand's site. According to a December 2009 survey by Pew Internet & American Life Project, nearly three quarters (74 percent) of American adults use the Internet. This high Internet usage by everyday Americans further validates that consumers are tuning in online for information, product research, and an always-on connection with the brands and sites they rely on most. tag:www.1to1media.com,2010:/weblog//1.2300 2010-01-28T11:00:00Z 2010-01-28T17:20:48Z

As mobile phone and Smartphone adoption rates continue to soar, a growing number of organizations are taking advantage of mobile marketing and messaging campaigns to help tighten the customer experience. As part of these trends, companies are also beginning to increase their use of mobile feedback systems to gauge and react to customer experiences. I spoke recently with Allegiance Vice President of Marketing Chris Cottle to determine whether mobile feedback systems make sense from an ROI perspective.

Tom Hoffman http://www.1to1media.com As mobile phone and Smartphone adoption rates continue to soar, a growing number of organizations are taking advantage of mobile marketing and messaging campaigns to help tighten the customer experience. As part of these trends, companies are also beginning to increase their use of mobile feedback systems to gauge and react to customer experiences. I spoke recently with Allegiance Vice President of Marketing Chris Cottle to determine whether mobile feedback systems make sense from an ROI perspective. tag:www.1to1media.com,2010:/weblog//1.2299 2010-01-27T16:07:26Z 2010-01-29T15:10:27Z

In my new favorite movie "Up in the Air," the George Clooney and Vera Farmiga characters, both frequent fliers who met for the first time, sit in an airport lounge, impressing each other with the amount of loyalty cards they carry in their wallets and how many frequent flier miles they've accumulated. At one point, the Farmiga character says to the Clooney character "We're two people who get turned on by elite status. I think we're starting at cheap," to which Clooney responds "There's nothing cheap about loyalty."

Mila D'Antonio http://www.1to1media.com In my new favorite movie "Up in the Air," the George Clooney and Vera Farmiga characters, both frequent fliers who met for the first time, sit in an airport lounge, impressing each other with the amount of loyalty cards they carry in their wallets and how many frequent flier miles they've accumulated. At one point, the Farmiga character says to the Clooney character "We're two people who get turned on by elite status. I think we're starting at cheap," to which Clooney responds "There's nothing cheap about loyalty." tag:www.1to1media.com,2010:/weblog//1.2298 2010-01-26T11:38:02Z 2010-01-26T01:52:46Z

The other night on the way home from work I stopped to pick up my dry cleaning at the drive-up window. I'm not making this up. A nice young woman opens the window and says, "I'm sorry we are closed." And promptly closes the window. I'm usually up for a robust discussion about the quality of service, but she closed the window so quickly and I was so surprised by her action that I did not have time to mount a charm offensive. I checked the time as I thought perhaps it was past closing time and I was being inconsiderate, but I had 5 minutes to spare. I drove away in stunned silence.

Guest Blogger http://www.1to1media.com The other night on the way home from work I stopped to pick up my dry cleaning at the drive-up window. I'm not making this up. A nice young woman opens the window and says, "I'm sorry we are closed." And promptly closes the window. I'm usually up for a robust discussion about the quality of service, but she closed the window so quickly and I was so surprised by her action that I did not have time to mount a charm offensive. I checked the time as I thought perhaps it was past closing time and I was being inconsiderate, but I had 5 minutes to spare. I drove away in stunned silence. tag:www.1to1media.com,2010:/weblog//1.2297 2010-01-25T15:15:19Z 2010-01-25T15:21:43Z

Tax season is upon us, and almost no company is as synonymous with tax preparation and accounting activities as Intuit. The makers of Turbo Tax, QuickBooks, and Quicken software are preparing for its busy time by gathering and acting on customer insight from the web.

Elizabeth Glagowski http://www.1to1media.com Tax season is upon us, and almost no company is as synonymous with tax preparation and accounting activities as Intuit. The makers of Turbo Tax, QuickBooks, and Quicken software are preparing for its busy time by gathering and acting on customer insight from the web. tag:www.1to1media.com,2010:/weblog//1.2296 2010-01-22T19:27:06Z 2010-01-22T19:32:09Z

A colleague of mine was angry about the way Orbitz handled a service issue, so she tweeted about it. She also sent a complaint via the company's website customer support page. Orbitz responded to the Twitter posts via email, and resolved the issue; the company only ever sent a generic "we're reviewing your inquiry" email in response to the complaint sent via the website. This made me wonder whether Orbitz's service channels are actually connected on the back end. Many companies now have people whose primary focus is tracking and responding to complaints aired in online communities and social networks; but not all of those teams are integrated with the rest of the service organization in a way that promotes information sharing.

Ginger Conlon http://www.1to1media.com A colleague of mine was angry about the way Orbitz handled a service issue, so she tweeted about it. She also sent a complaint via the company's website customer support page. Orbitz responded to the Twitter posts via email, and resolved the issue; the company only ever sent a generic "we're reviewing your inquiry" email in response to the complaint sent via the website. This made me wonder whether Orbitz's service channels are actually connected on the back end. Many companies now have people whose primary focus is tracking and responding to complaints aired in online communities and social networks; but not all of those teams are integrated with the rest of the service organization in a way that promotes information sharing. tag:www.1to1media.com,2010:/weblog//1.2295 2010-01-21T14:45:57Z 2010-01-21T20:22:02Z

Driving to work the other morning, I heard a news report about how Burberry PLC's third-quarter sales beat market expectations. Same-store sales from the company's own retail outlets, which generated two-thirds of Burberry's overall sales in the third quarter, were up 10% for the period. What really caught my attention in the report was a comment about how the effectiveness of the company's Internet marketing efforts have helped this 154 year-old maker of trench coats and outerwear to drive additional sales traffic at its retail outlets. Intrigued, I decided to do a little research.

Tom Hoffman http://www.1to1media.com Driving to work the other morning, I heard a news report about how Burberry PLC's third-quarter sales beat market expectations. Same-store sales from the company's own retail outlets, which generated two-thirds of Burberry's overall sales in the third quarter, were up 10% for the period. What really caught my attention in the report was a comment about how the effectiveness of the company's Internet marketing efforts have helped this 154 year-old maker of trench coats and outerwear to drive additional sales traffic at its retail outlets. Intrigued, I decided to do a little research. tag:www.1to1media.com,2010:/weblog//1.2294 2010-01-20T17:13:33Z 2010-01-20T17:27:00Z

Taking cues from customers is difficult in the rapidly shifting social landscape. This week Forrester has updated its Social Technographics Ladder to help marketers determine the categories of social behavior that customers exhibit to help them analyze their target audiences. A new one has emerged and marketers should take note.

Mila D'Antonio http://www.1to1media.com Taking cues from customers is difficult in the rapidly shifting social landscape. This week Forrester has updated its Social Technographics Ladder to help marketers determine the categories of social behavior that customers exhibit to help them analyze their target audiences. A new one has emerged and marketers should take note. tag:www.1to1media.com,2010:/weblog//1.2293 2010-01-19T15:00:08Z 2010-01-19T15:18:11Z

Amid all of the excitement around new media and predictions that this will be "the year of" mobile, social media, or augmented reality, the reality is that most companies will still only spend a fraction of their marketing budgets on these new alternatives in 2010. I have heard one consistent question that inhibits spending in new media: "Where's the scale?" It is a question that goes to the heart of how the basic model of marketing has fundamentally changed, and while there still is no answer to the scale question, I believe we are on the verge of shifting our approach in a way that will uncover opportunities for more meaningful results for both bottom lines and customers' lives.

Guest Blogger http://www.1to1media.com Amid all of the excitement around new media and predictions that this will be "the year of" mobile, social media, or augmented reality, the reality is that most companies will still only spend a fraction of their marketing budgets on these new alternatives in 2010. I have heard one consistent question that inhibits spending in new media: "Where's the scale?" It is a question that goes to the heart of how the basic model of marketing has fundamentally changed, and while there still is no answer to the scale question, I believe we are on the verge of shifting our approach in a way that will uncover opportunities for more meaningful results for both bottom lines and customers' lives.