Get the 1to1 Blog delivered right to your desktop.

Subscribe to the RSS Feed through FeedBurner.

What is RSS?

Recently in Customer Experience Category

July 1, 2008

The Call Center Cha-Cha

No sooner had my story on Dimension Data's 10th annual "Call Center Benchmarking Report" appeared in yesterday's 1to1 Weekly than I received another call center survey -- which, as opposed to the Dimension report, seems to indicate that call center-related satisfaction is improving.

The "Contact Center Satisfaction Index 2008: How Call Center Customer Satisfaction Impacts the Bottom Line," by CFI Group North America CEO Sheri Teodoru and coming out today, finds that call center c-sat gained 3 percent over last year, scoring 72 on the index's 100-point scale. A three-point improvement is admittedly not earth-shaking, but in today's climate it certainly does count for something.

But, not to put too fine a point on it, what?

Continue reading "The Call Center Cha-Cha" »

June 24, 2008

Seeking Customer $atisfaction

Forrester Research's 2008 Financial Services Forum, being held this week in New York City, is in part taking a look at how financial service firms measure the quality of the customer experience they provide, and whether or not their approach has been successful. According to Forrester's vice president, principal analyst Bill Doyle, the answer is: not so much.

Continue reading "Seeking Customer $atisfaction" »

June 23, 2008

Sony's Loyalty Push

When a company like Sony, which makes some of the best and most popular products in the world, refocuses efforts to improve the customer experience, you know we've reached a tipping point.

Continue reading "Sony's Loyalty Push" »

June 20, 2008

Customer as Marketer

After spending so much time covering such topics as social media and word of mouth, I decided to immerse myself in the social marketing experience. I got the opportunity to do this after a meeting with marketing services company House Party. Its site is a combination social network/party manager, where party hosts and party goers can interact on blogs and post photos and videos, and hosts can manage and track invitations, to-do lists, and more. The parties themselves are hosted by consumers—1,000 of them on the same day (or two), to be exact—for specific sponsors.

Continue reading "Customer as Marketer" »

June 19, 2008

Be Sure to Smile at that Billboard

We write a lot about privacy when it comes to marketing online and sharing customer lists, but how can outdoor billboard advertising come under fire for violating people’s rights?

Continue reading "Be Sure to Smile at that Billboard" »