tag:www.1to1media.com,2007-09-25:/weblog//1 2010-03-17T16:38:55Z Engage the 1to1 Media editors on the topics driving customer strategy Movable Type 4.21-en tag:www.1to1media.com,2010:/weblog//1.2341 2010-03-17T16:34:54Z 2010-03-17T16:38:55Z

The old credit card business model, in which companies make money off of consumer error, is finished. With new regulations taking effect, the credit card industry needs to shift its strategy to be more customer focused.

Don Peppers http://www.1to1media.com The old credit card business model, in which companies make money off of consumer error, is finished. With new regulations taking effect, the credit card industry needs to shift its strategy to be more customer focused. tag:www.1to1media.com,2010:/weblog//1.2340 2010-03-17T15:34:29Z 2010-03-17T15:48:53Z

When it comes to customer loyalty, benchmarks provide a gauge for companies to determine how they are delivering customer experience. Today Satmetrix released its 2010 Net Promoter Industry Benchmarks for the insurance, financial services, airlines, telecommunications, technology, retail, and online services industries based on survey responses from 19,500 U.S. consumers. John Abraham, general manager of Net Promoter programs at Satmetrix, said that the scores serve as an indicator of how companies are performing.

Mila D'Antonio http://www.1to1media.com When it comes to customer loyalty, benchmarks provide a gauge for companies to determine how they are delivering customer experience. Today Satmetrix released its 2010 Net Promoter Industry Benchmarks for the insurance, financial services, airlines, telecommunications, technology, retail, and online services industries based on survey responses from 19,500 U.S. consumers. John Abraham, general manager of Net Promoter programs at Satmetrix, said that the scores serve as an indicator of how companies are performing. tag:www.1to1media.com,2010:/weblog//1.2338 2010-03-15T15:50:57Z 2010-03-15T16:30:29Z

Yesterday British soccer superstar David Beckham tore his Achilles tendon during a match. The L.A. Galaxy player was on loan to A.C. Milan for the winter, keeping fit for the upcoming World Cup in June. Doctors say the injury will keep him out of soccer for up to eight months. That means no World Cup, and possibly the end of his storied soccer career. While the impact on England's team won't be too severe (he is not considered an automatic starter for the national team these days), the companies that sponsor him will certainly feel the pain. Beckham is one of the world's most popular figures and many companies have invested millions to make him a spokesperson. As marketers prepare for the run-up to the World Cup, his injury may have a lasting business impact.

Elizabeth Glagowski http://www.1to1media.com Yesterday British soccer superstar David Beckham tore his Achilles tendon during a match. The L.A. Galaxy player was on loan to A.C. Milan for the winter, keeping fit for the upcoming World Cup in June. Doctors say the injury will keep him out of soccer for up to eight months. That means no World Cup, and possibly the end of his storied soccer career. While the impact on England's team won't be too severe (he is not considered an automatic starter for the national team these days), the companies that sponsor him will certainly feel the pain. Beckham is one of the world's most popular figures and many companies have invested millions to make him a spokesperson. As marketers prepare for the run-up to the World Cup, his injury may have a lasting business impact. tag:www.1to1media.com,2010:/weblog//1.2337 2010-03-11T13:25:33Z 2010-03-10T19:31:54Z

Many decision-makers are struggling to strike a balance between efforts to reduce their organization's contact center costs with the need to maintain quality for a consistent customer experience. 1to1 Media's Tom Hoffman spoke with Nicolas de Kouchkovsky, Chief Marketing Officer at Alcatel-Lucent Enterprise Applications about actionable steps business leaders can take to optimize their call center operations.

Tom Hoffman http://www.1to1media.com Many decision-makers are struggling to strike a balance between efforts to reduce their organization's contact center costs with the need to maintain quality for a consistent customer experience. 1to1 Media's Tom Hoffman spoke with Nicolas de Kouchkovsky, Chief Marketing Officer at Alcatel-Lucent Enterprise Applications about actionable steps business leaders can take to optimize their call center operations. tag:www.1to1media.com,2010:/weblog//1.2336 2010-03-10T16:27:42Z 2010-03-10T16:41:27Z

Few companies truly understand the importance of investing in their employees. But fewer still realize how critical it is to routinely listen to employees to know exactly where to make their investments in their companies. A new television show "Undercover Boss" on Sundays on CBS reveals how some executives are in the dark about their companies' employees and policies.

Mila D'Antonio http://www.1to1media.com Few companies truly understand the importance of investing in their employees. But fewer still realize how critical it is to routinely listen to employees to know exactly where to make their investments in their companies. A new television show "Undercover Boss" on Sundays on CBS reveals how some executives are in the dark about their companies' employees and policies. tag:www.1to1media.com,2010:/weblog//1.2335 2010-03-09T05:15:20Z 2010-03-09T05:19:26Z

2009 was the year many companies became aware of the potential impact of social media and began experimenting. 2010 needs to be the year we make it an integrated part of our activities, not just a standalone novelty. I hope by now you've come to terms with the fact that your customers -- and your employees -- are talking about you and your industry in social media, whether you're out there or not. One of the most important steps in equipping your company to participate in social media is establishing a social media policy. It could be as simple as saying, "Understand the standards of the online community and don't do anything stupid." For most companies though, the realities of branding, marketing, communications and legal issues require a bit more detail. And if you don't have a policy in place, you have a de facto policy that says, "Do whatever you want."

Guest Blogger http://www.1to1media.com 2009 was the year many companies became aware of the potential impact of social media and began experimenting. 2010 needs to be the year we make it an integrated part of our activities, not just a standalone novelty. I hope by now you've come to terms with the fact that your customers -- and your employees -- are talking about you and your industry in social media, whether you're out there or not. One of the most important steps in equipping your company to participate in social media is establishing a social media policy. It could be as simple as saying, "Understand the standards of the online community and don't do anything stupid." For most companies though, the realities of branding, marketing, communications and legal issues require a bit more detail. And if you don't have a policy in place, you have a de facto policy that says, "Do whatever you want." tag:www.1to1media.com,2010:/weblog//1.2333 2010-03-08T14:56:21Z 2010-03-08T15:15:23Z

Last week I moderated a panel of loyalty experts who discussed distinctions between emotional and behavioral loyalty. During the roundtable, Prof. John Daly of the University of Texas added a new type of loyalty into the mix -- profitable loyalty. A profitably loyal customer helps the company make money. The key is knowing who these customers are and taking action.

Elizabeth Glagowski http://www.1to1media.com Last week I moderated a panel of loyalty experts who discussed distinctions between emotional and behavioral loyalty. During the roundtable, Prof. John Daly of the University of Texas added a new type of loyalty into the mix -- profitable loyalty. A profitably loyal customer helps the company make money. The key is knowing who these customers are and taking action. tag:www.1to1media.com,2010:/weblog//1.2332 2010-03-05T15:46:49Z 2010-03-09T17:03:16Z

I know what you're thinking. Delivering a one-to-one customer experience shouldn't have to be a choice over branding; it should be an essential part of branding. I agree. But when your brand isn't fully established, can taking a one-to-one approach help a company win over established competitors?

Ginger Conlon http://www.1to1media.com I know what you're thinking. Delivering a one-to-one customer experience shouldn't have to be a choice over branding; it should be an essential part of branding. I agree. But when your brand isn't fully established, can taking a one-to-one approach help a company win over established competitors? tag:www.1to1media.com,2010:/weblog//1.2331 2010-03-04T20:37:18Z 2010-03-04T20:45:06Z

If you ask someone to name a social media tool, they would probably say Facebook or Twitter. These get the most attention and are familiar to the masses. Now ask them how they use either service and you are likely to hear that they post a message for others to read. This misses 80 percent of the opportunity. Where is the dialogue, the engagement that drives traffic and loyalty? Sadly, it is mostly absent.

Guest Blogger http://www.1to1media.com If you ask someone to name a social media tool, they would probably say Facebook or Twitter. These get the most attention and are familiar to the masses. Now ask them how they use either service and you are likely to hear that they post a message for others to read. This misses 80 percent of the opportunity. Where is the dialogue, the engagement that drives traffic and loyalty? Sadly, it is mostly absent. tag:www.1to1media.com,2010:/weblog//1.2329 2010-03-04T16:02:29Z 2010-03-04T16:11:29Z

A growing number of companies are launching Voice of the Customer programs to help gather customer feedback across multiple channels. 1to1 Media's Tom Hoffman spoke with Roderick Morris, Vice President of Marketing at Vovici to discuss some of the inherent challenges of making these programs succeed, including data integration issues.

Tom Hoffman http://www.1to1media.com A growing number of companies are launching Voice of the Customer programs to help gather customer feedback across multiple channels. 1to1 Media's Tom Hoffman spoke with Roderick Morris, Vice President of Marketing at Vovici to discuss some of the inherent challenges of making these programs succeed, including data integration issues. tag:www.1to1media.com,2010:/weblog//1.2327 2010-03-03T15:59:41Z 2010-03-03T16:08:45Z

Over the past couple weeks, I've interviewed a couple handfuls of data analytics experts for an article that I'm working on which will highlight the new data economy. Each expert seems to concur: Data silos still remain the main reason that keep many companies from integrating their analytics efforts into multiple channels or layering indepth predictive analytics.

Mila D'Antonio http://www.1to1media.com Over the past couple weeks, I've interviewed a couple handfuls of data analytics experts for an article that I'm working on which will highlight the new data economy. Each expert seems to concur: Data silos still remain the main reason that keep many companies from integrating their analytics efforts into multiple channels or layering indepth predictive analytics. tag:www.1to1media.com,2010:/weblog//1.2326 2010-03-02T14:41:04Z 2010-03-02T14:47:33Z

How is it that so many people think they know what I need? They haven't asked, nor have I met them. Yet they fill my inbox with information they assume I need. It's rude. Is it possible that senders of this "stuff" think they're the only ones pitching information? Have they considered that they'll end up in my junk folder? I guess they don't care, because the next transmission is on the way. It's all about them, what they're selling, with no real interest to serve me.

Guest Blogger http://www.1to1media.com How is it that so many people think they know what I need? They haven't asked, nor have I met them. Yet they fill my inbox with information they assume I need. It's rude. Is it possible that senders of this "stuff" think they're the only ones pitching information? Have they considered that they'll end up in my junk folder? I guess they don't care, because the next transmission is on the way. It's all about them, what they're selling, with no real interest to serve me. tag:www.1to1media.com,2010:/weblog//1.2325 2010-02-26T14:39:41Z 2010-02-26T14:44:45Z

Teaching is a struggle. Teachers would be paid like rock stars if I were our country's benevolent dictator. (Full disclosure: my mother, sisters, and much of my family are all teachers. Further full disclosure: I'd love to be the country's Benevolent Dictator.) Consider this situation: I was helping a young man with a speech the other day as he is in the finals for the "Outstanding Young Man" in the state of Wisconsin. And indeed he is an outstanding young man and very smart, as you would expect. He used the word "ump" in his story and I suggested he use the more formal umpire as some of the judges may not be as familiar with the word ump. I also thought using the formal word might make him sound more eloquent. Probably not my best contribution ever, but the speech was so good I couldn't think of anything to add and I'm supposed to be Mr. Big Shot Keynote Speaker Guy. In subsequent rehearsals he struggled to make the relatively simple transition to the word umpire. It is a testament to the challenge of teaching and getting people to embrace change (and why minor suggestions are often best left unsaid).

Guest Blogger http://www.1to1media.com Teaching is a struggle. Teachers would be paid like rock stars if I were our country's benevolent dictator. (Full disclosure: my mother, sisters, and much of my family are all teachers. Further full disclosure: I'd love to be the country's Benevolent Dictator.) Consider this situation: I was helping a young man with a speech the other day as he is in the finals for the "Outstanding Young Man" in the state of Wisconsin. And indeed he is an outstanding young man and very smart, as you would expect. He used the word "ump" in his story and I suggested he use the more formal umpire as some of the judges may not be as familiar with the word ump. I also thought using the formal word might make him sound more eloquent. Probably not my best contribution ever, but the speech was so good I couldn't think of anything to add and I'm supposed to be Mr. Big Shot Keynote Speaker Guy. In subsequent rehearsals he struggled to make the relatively simple transition to the word umpire. It is a testament to the challenge of teaching and getting people to embrace change (and why minor suggestions are often best left unsaid). tag:www.1to1media.com,2010:/weblog//1.2322 2010-02-25T17:39:10Z 2010-02-25T22:16:25Z

Emulating best practices is one approach to achieving marketing success. But often the true learning comes from mistakes. The following horror stories, shared by clients, illustrate that your best laid marketing plans may be doomed without fierce attention to detail. You can't make this stuff up.

Guest Blogger http://www.1to1media.com Emulating best practices is one approach to achieving marketing success. But often the true learning comes from mistakes. The following horror stories, shared by clients, illustrate that your best laid marketing plans may be doomed without fierce attention to detail. You can't make this stuff up. tag:www.1to1media.com,2010:/weblog//1.2324 2010-02-25T14:00:00Z 2010-02-24T21:06:38Z

Many marketers struggle to obtain a clear picture of who their organization's best sales prospects are. 1to1 Media's Tom Hoffman spoke with TARGUSinfo Chairman and Chief Executive Officer George Moore about demand for real-time lead scoring analytics and the challenges that marketers face in utilizing this information effectively.

Tom Hoffman http://www.1to1media.com Many marketers struggle to obtain a clear picture of who their organization's best sales prospects are. 1to1 Media's Tom Hoffman spoke with TARGUSinfo Chairman and Chief Executive Officer George Moore about demand for real-time lead scoring analytics and the challenges that marketers face in utilizing this information effectively.