tag:www.1to1media.com,2007-09-25:/weblog//1 2012-02-06T15:28:42Z Engage the 1to1 Media editors on the topics driving customer strategy Movable Type 4.21-en tag:www.1to1media.com,2012:/weblog//1.4840 2012-02-06T19:00:00Z 2012-02-06T15:28:42Z

If you're reading this post, there's probably at least one person in your company (you) who's already working to improve your customer experience in some way. That means your company's CX efforts fall somewhere on the curve below.

Guest Blogger http://www.1to1media.com If you're reading this post, there's probably at least one person in your company (you) who's already working to improve your customer experience in some way. That means your company's CX efforts fall somewhere on the curve below. <p> <p><a href="http://www.1to1media.com/weblog/2012/02/improve_transform_or_sustain_w.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.1to1media.com/weblog">www.1to1Media.com/weblog</a></p> </p> tag:www.1to1media.com,2012:/weblog//1.4839 2012-02-03T18:03:42Z 2012-02-03T18:14:52Z

Satmetrix's Net Promoter Score has always brought about some interesting debates: Should organizations tie compensation to their? What is the ideal score to strive for? And should it be the single predictor of a company's growth? At the company's Net Promoter 2.0 conference held today and tomorrow in San Francisco, it seems like pundits may have a new discussion in which to participate.

http://www.1to1media.com Satmetrix's Net Promoter Score has always brought about some interesting debates: Should organizations tie compensation to their? What is the ideal score to strive for? And should it be the single predictor of a company's growth? At the company's Net Promoter 2.0 conference held today and tomorrow in San Francisco, it seems like pundits may have a new discussion in which to participate. <p> <p><a href="http://www.1to1media.com/weblog/2012/02/nps_is_a_journey_in_customer_e.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.1to1media.com/weblog">www.1to1Media.com/weblog</a></p> </p> tag:www.1to1media.com,2012:/weblog//1.4837 2012-02-03T15:00:00Z 2012-02-03T15:51:11Z

I had the privilege to attend the recent 2012 NRF convention and was impressed with the buzz around loyalty marketing and customer centricity. In one session Macy's CMO Peter Sachse stated, "We don't need new customers. We need to keep the ones we have and get more out of them." Simple yet powerful; all marketers should take this approach--and will create more valuable brands as a result. Yet, why do so many companies continue to miss the mark here?

Guest Blogger http://www.1to1media.com I had the privilege to attend the recent 2012 NRF convention and was impressed with the buzz around loyalty marketing and customer centricity. In one session Macy's CMO Peter Sachse stated, "We don't need new customers. We need to keep the ones we have and get more out of them." Simple yet powerful; all marketers should take this approach--and will create more valuable brands as a result. Yet, why do so many companies continue to miss the mark here? <p> <p><a href="http://www.1to1media.com/weblog/2012/02/expectation_matching_builds_lo.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.1to1media.com/weblog">www.1to1Media.com/weblog</a></p> </p> tag:www.1to1media.com,2012:/weblog//1.4833 2012-02-02T17:00:00Z 2012-01-31T14:31:11Z

"Customer trust is down." You've seen plenty of headlines like that, especially in banking. But what does it really mean?

Guest Blogger http://www.1to1media.com "Customer trust is down." You've seen plenty of headlines like that, especially in banking. But what does it really mean? <p> <p><a href="http://www.1to1media.com/weblog/2012/02/it_takes_two_to_tango_-_and_to.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.1to1media.com/weblog">www.1to1Media.com/weblog</a></p> </p> tag:www.1to1media.com,2012:/weblog//1.4836 2012-02-02T12:46:12Z 2012-02-02T12:38:31Z

Madonna's Super Bowl half-time show won't be the only attention grabber this Sunday. Mobile ads and location-based services will play an important role in this year's Super Bowl as companies include them in their marketing strategy in a bid to reach more customers and transform a moving image into a sale.

Cynthia Clark Madonna's Super Bowl half-time show won't be the only attention grabber this Sunday. Mobile ads and location-based services will play an important role in this year's Super Bowl as companies include them in their marketing strategy in a bid to reach more customers and transform a moving image into a sale. <p> <p><a href="http://www.1to1media.com/weblog/2012/02/more_mobile-friendly_ads_for_s.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.1to1media.com/weblog">www.1to1Media.com/weblog</a></p> </p> tag:www.1to1media.com,2012:/weblog//1.4835 2012-02-01T16:29:53Z 2012-02-01T16:34:22Z

Sure, most every company would like to handle customer service themselves. For some, let's just say, it's not their core competency. These companies look to outsourcers for assistance--but can you really outsource customer experience? Not if you think of it as getting the lowest price for cheeks in seats.

Ginger Conlon http://twitter.com/#!/gingerconlon Sure, most every company would like to handle customer service themselves. For some, let's just say, it's not their core competency. These companies look to outsourcers for assistance--but can you really outsource customer experience? Not if you think of it as getting the lowest price for cheeks in seats. <p> <p><a href="http://www.1to1media.com/weblog/2012/02/can_you_outsource_customer_exp.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.1to1media.com/weblog">www.1to1Media.com/weblog</a></p> </p> tag:www.1to1media.com,2012:/weblog//1.4834 2012-01-31T14:19:25Z 2012-01-31T14:41:22Z

There's been a lot of buzz about J.C. Penney lately now that the fledgling retailer has tapped former Apple retail czar Ron Johnson as its white knight. Much of the buzz has centered around Johnson's fair pricing strategy which is designed to keep prices low on the types of products its shoppers typically look for and, in part, by setting up its stores with low-priced merchandise on a monthly basis.

Tom Hoffman http://www.1to1media.com There's been a lot of buzz about J.C. Penney lately now that the fledgling retailer has tapped former Apple retail czar Ron Johnson as its white knight. Much of the buzz has centered around Johnson's fair pricing strategy which is designed to keep prices low on the types of products its shoppers typically look for and, in part, by setting up its stores with low-priced merchandise on a monthly basis. <p> <p><a href="http://www.1to1media.com/weblog/2012/01/can_jc_penney_differentiate_th.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.1to1media.com/weblog">www.1to1Media.com/weblog</a></p> </p> tag:www.1to1media.com,2012:/weblog//1.4832 2012-01-30T17:02:17Z 2012-01-30T21:53:37Z

Whew! What a week. 1to1 Media and Peppers & Rogers Group's 2012 social media week was a great success. We met lots of readers and fans, got some great insight, and connected in ways we've never done before. If you missed any of it, here's a recap of our activities last week:

Elizabeth Glagowski http://www.1to1media.com Whew! What a week. 1to1 Media and Peppers & Rogers Group's 2012 social media week was a great success. We met lots of readers and fans, got some great insight, and connected in ways we've never done before. If you missed any of it, here's a recap of our activities last week: <p> <p><a href="http://www.1to1media.com/weblog/2012/01/1to1_social_media_week_recap.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.1to1media.com/weblog">www.1to1Media.com/weblog</a></p> </p> tag:www.1to1media.com,2012:/weblog//1.4830 2012-01-27T14:26:15Z 2012-01-27T14:42:36Z

When it comes to considered purchases it seems that everyone--B2B and B2C buyers alike--wants a second opinion. In fact, 100 percent of the nearly 100 respondents to 1to1's recent survey "How Social a Social Customer Are You?" seek recommendations on occasion before purchasing an item important enough to research before buying. While only about a third of the survey respondents seek recommendations prior to every considered purchase, only 4 percent rarely ask for recommendations.

Ginger Conlon http://twitter.com/#!/gingerconlon When it comes to considered purchases it seems that everyone--B2B and B2C buyers alike--wants a second opinion. In fact, 100 percent of the nearly 100 respondents to 1to1's recent survey "How Social a Social Customer Are You?" seek recommendations on occasion before purchasing an item important enough to research before buying. While only about a third of the survey respondents seek recommendations prior to every considered purchase, only 4 percent rarely ask for recommendations. <p> <p><a href="http://www.1to1media.com/weblog/2012/01/how_social_a_social_customer_a.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.1to1media.com/weblog">www.1to1Media.com/weblog</a></p> </p> tag:www.1to1media.com,2012:/weblog//1.4821 2012-01-26T17:00:00Z 2012-01-26T17:45:35Z

Instead, many companies use social to promote a product, to sell, or to monitor brand mentions. To be truly effective at leveraging social to engage customers and foster loyalty, organizations must transition from using social as a one-dimensional broadcast device to a two-way communications channel that enables meaningful and personalized dialogue.

Guest Blogger http://www.1to1media.com Instead, many companies use social to promote a product, to sell, or to monitor brand mentions. To be truly effective at leveraging social to engage customers and foster loyalty, organizations must transition from using social as a one-dimensional broadcast device to a two-way communications channel that enables meaningful and personalized dialogue. <p> <p><a href="http://www.1to1media.com/weblog/2012/01/three_deadly_social_engagement.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.1to1media.com/weblog">www.1to1Media.com/weblog</a></p> </p> tag:www.1to1media.com,2012:/weblog//1.4829 2012-01-26T13:13:53Z 2012-01-26T13:18:29Z

Customers are communicating with their favorite brands in an ever-increasing number of ways; along with phone calls and emails, today's customers are increasingly using social media channels not only to follow and interact with companies they're interested in, but also to share their experiences with these organizations.

Cynthia Clark Customers are communicating with their favorite brands in an ever-increasing number of ways; along with phone calls and emails, today's customers are increasingly using social media channels not only to follow and interact with companies they're interested in, but also to share their experiences with these organizations. <p> <p><a href="http://www.1to1media.com/weblog/2012/01/dells_three-pronged_approach_t.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.1to1media.com/weblog">www.1to1Media.com/weblog</a></p> </p> tag:www.1to1media.com,2012:/weblog//1.4828 2012-01-25T21:34:43Z 2012-01-25T21:44:24Z

Unless you have fresh ingredients, following a great recipe will not lead to a delicious meal. It doesn't matter which Michelin-starred chef penned the recipe or how well you follow it, the stars of the show are the ingredients, and they can make or break your dinner. Similarly, the stars in any company are employees, making hiring the right people and giving them the needed training, as well as constant retraining, an essential factor in creating a fantastic customer experience. This was a recurring theme during the second day of the IQPC's Call Center Week Summit, with experts underlining the need to invest in this precious resource--their workers.

Cynthia Clark Unless you have fresh ingredients, following a great recipe will not lead to a delicious meal. It doesn't matter which Michelin-starred chef penned the recipe or how well you follow it, the stars of the show are the ingredients, and they can make or break your dinner. Similarly, the stars in any company are employees, making hiring the right people and giving them the needed training, as well as constant retraining, an essential factor in creating a fantastic customer experience. This was a recurring theme during the second day of the IQPC's Call Center Week Summit, with experts underlining the need to invest in this precious resource--their workers. <p> <p><a href="http://www.1to1media.com/weblog/2012/01/hiring_the_right_call_center_a.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.1to1media.com/weblog">www.1to1Media.com/weblog</a></p> </p> tag:www.1to1media.com,2012:/weblog//1.4826 2012-01-25T18:00:00Z 2012-01-24T23:00:12Z

Often, while browsing the Internet, I notice advertisements that pertain directly to items or topics I've just searched. When shopping at the mall, I'll suddenly receive an email that connects me with an offer for the very store I just left. The eerie wave of awareness stops me dead in my tracks and I wonder, where is Big Brother and how does he know my every move?

Anna Papachristos Often, while browsing the Internet, I notice advertisements that pertain directly to items or topics I've just searched. When shopping at the mall, I'll suddenly receive an email that connects me with an offer for the very store I just left. The eerie wave of awareness stops me dead in my tracks and I wonder, where is Big Brother and how does he know my every move? <p> <p><a href="http://www.1to1media.com/weblog/2012/01/social_personalization_improve.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.1to1media.com/weblog">www.1to1Media.com/weblog</a></p> </p> tag:www.1to1media.com,2012:/weblog//1.4807 2012-01-25T05:07:00Z 2012-01-25T16:32:37Z

In business, we don't use social media for the sake of being social; we leverage social media to grow our business. However, how can we determine whether a social media marketing or sales strategy is proving beneficial to our bottom line when many of us are still struggling to determine how to measure the success of our social efforts?

http://www.1to1media.com In business, we don't use social media for the sake of being social; we leverage social media to grow our business. However, how can we determine whether a social media marketing or sales strategy is proving beneficial to our bottom line when many of us are still struggling to determine how to measure the success of our social efforts? <p> <p><a href="http://www.1to1media.com/weblog/2012/01/blog_carnival_calculating_the.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.1to1media.com/weblog">www.1to1Media.com/weblog</a></p> </p> tag:www.1to1media.com,2012:/weblog//1.4827 2012-01-24T23:49:55Z 2012-01-25T03:13:34Z

When Susan Boyle walked on the stage of Britain's Got Talent in 2009, both Simon Cowell and Piers Morgan gave the 47-year-old unemployed woman skeptical looks. She expressed her wish to become a professional singer, but had never been given the chance to make her dream come true. And from Cowell and Morgan's facial expression, they didn't seem to believe that her luck was about to change.

Cynthia Clark When Susan Boyle walked on the stage of Britain's Got Talent in 2009, both Simon Cowell and Piers Morgan gave the 47-year-old unemployed woman skeptical looks. She expressed her wish to become a professional singer, but had never been given the chance to make her dream come true. And from Cowell and Morgan's facial expression, they didn't seem to believe that her luck was about to change. <p> <p><a href="http://www.1to1media.com/weblog/2012/01/keep_customer_at_the_center_of.html">There’s more… To read the rest of this blog posting click here</a> or visit <a href="http://www.1to1media.com/weblog">www.1to1Media.com/weblog</a></p> </p>