Tom Hoffman | March 10, 2015
It's common for big, multinational companies to generate a sizeable share of their revenue from outside the U.S. International expansion remains a key growth area for many U.S. companies. According to the Bank of America Merrill Lynch 2015 CFO Outlook survey of 603 financial executives, 54 percent of companies have some foreign market involvement. As some marketing leaders have discovered, it can be extremely challenging to obtain good quality customer or prospect data in emerging geographies where their companies are Read more »
Tom Hoffman | March 3, 2015
Consumer data breaches seem to have become a regular occurrence among enterprise companies. 1to1 Media Editor-in-Chief Mila D'Antonio recently wrote about how 80 million customer records at health insurer Anthem were exposed. While it's encouraging that The White House has drafted a Consumer Privacy Bill of Rights, critics argue that the bill doesn't go far enough in protecting consumer privacy. Clearly, there's still a lot of work that needs to be done to protect customer data. This includes setting aside Read more »
Mila D'Antonio | February 9, 2015
Last week's data breach of 80 million records at Anthem offers further proof that we live in the age of the data breach. This latest occurrence-one of the largest in the past 12 months--underscores the lack of security measures in healthcare and the need for mandatory standards. Read more »
Mila D'Antonio | January 19, 2015
Last week President Obama called for federal legislation that would aim to safeguard consumer data and require retailers to be more forthcoming about data breaches when they occur. Obama will announce his legislation, The Personal Data Notification and Protection Act, in his State of the Union Address tomorrow night and the administration expects bipartisan support. Read more »
Mila D'Antonio | December 22, 2014
In his book, The Self-Destructive Habits of Good Companies: ...And How to Break Them, author Jagdish N. Sheth offers sage advice: "shine a light on the dark places in your business. Uncover self-destructive habits before they destroy you." Understandably it's hard to kick a bad habit, but with dedication and self-observation you can successfully break the most common bad business habits. Here are four to eliminate in 2015: Read more »
Judith Aquino | November 13, 2014
Marketers frequently complain that they're sick of Big Data and it is because they're not leveraging it correctly, claims Russell Glass, head of B2B products at LinkedIn and former CEO of the display ad platform Bizo (acquired by LinkedIn). Companies like Optimizely and Eloqua, though, harnessed Big Data to turn the 2008 Obama campaign into a fundraising juggernaut and reap automated customer insights, respectively. Read more »
Mila D'Antonio | September 22, 2014
In the 1970's when Larry Ellison worked at Amdahl, an IT company that specialized in IBM mainframe, he came across a paper that would serve as the catalyst that would alter the course of his entire life."A Relational Model of Data for Large Shared Data Banks," by Edgar F. Codd described the concept of Structured Query Language (SQL) he had developed at IBM. Codd's employers saw no commercial potential in the SQL concept, but Ellison did. Read more »
Mila D'Antonio | September 8, 2014
The Home Depot last week confirmed it's investigating "unusual activity" concerning its customer data after an investigative report revealed possible fraudulent activity on the company's payment systems. Read more »
Mila D'Antonio | August 11, 2014
For a growing number of companies, the effective use of customer data is like winning the lottery. Through proper collection and analysis of Big Data, as well as workable action plans, organizations can literally transform their businesses. Companies like Tesco and AT&T, for instance, have revolutionized their customer experiences by putting data at the center of their business strategies. Read more »
Anna Papachristos | July 9, 2014
Consumers currently share more personal data than ever before. However, in many instances, the companies that collect said information fail to integrate this insight in ways that improve the customer experience. Though they actively apply consumer preferences to boost personalization, they neglect to move beyond the general everyman, thereby focusing on the average customer, not the individual. Read more »
Mila D'Antonio | June 23, 2014
When I started out at my first job as a journalist at a local daily newspaper in Pittsburgh nearly 20 years ago, we wrote our articles on a PC with a green screen using a DOS prompt. The Internet was only in its infancy so we relied on a combination of microfiche, the Yellow Pages, and knocking on doors to conduct our research and to track down sources. By the time I landed my second job at a newspaper journalist Read more »
Judith Aquino | June 12, 2014
Devices are beginning to learn more about us by passively "listening" to our activities to offer personalized, automatic services. But as privacy advocates voice concerns about these new capabilities, the ability to opt in becomes even more crucial as a product feature. Read more »
Anna Papachristos | June 11, 2014
Big Data may present dilemma after dilemma, but collecting too much information may be the greatest faux pas of all. Businesses across industries constantly struggle to develop an effective Big Data strategy, yet many fail to recognize that gathering every possible morsel of customer information will only leave them bogged down, drowning in an unyielding data deluge with no way to bring this insight to action. Read more »
Anna Papachristos | May 21, 2014
Consumer data stands as an essential building block for creating a solid customer experience. With the constant influx of insight, companies now have the ability to tap into behavioral data, thereby using this information to boost relevance and segmentation. However, to succeed in this space, brands must implement strong analytics systems that allow the entire organization to take advantage of this insight and improve enterprisewide performance. Read more »
Anna Papachristos | April 23, 2014
Since its inception, social media has evolved to become one of the greatest tools in the modern marketer's arsenal. But, while companies use this emerging medium to disseminate brand messaging and conduct customer service, individual consumers use social media as their personal mouthpiece, sounding off about whatever's on their mind. Yet, while predictive analytics have become the ideal companion tool for marketers looking to gain granular insights into their social consumer base, such technologies have begun to bleed into other Read more »
Tom Hoffman | March 25, 2014
As B2C marketers continue to gain experience engaging with customers in digital channels, a growing number of practitioners are striving to become more adept at segmenting customers by psychographics and demographics as part of their efforts to deliver relevant content, messaging, and experiences for specific target audiences. Some marketers are taking this a step further by creating buyer personas that represent the different customer types that are represented within a targeted demographic, psychographic profile (lifestyle, interests, and preferences), behavioral makeup, Read more »
Guest Blogger: Vanessa Saulsberry | March 21, 2014
What a wondrous world in which we live - one of infinite choice and possibility. I can buy a pair of the skinniest jeans (well, maybe not that skinny) from an Old Navy store, grab a new sweater for my hairless kitty on, and deposit a check with my Chase mobile app. Mostly all of these tasks can be done in the comfort of my footy pajamas. I'd say that seven out of 10 of my interactions with companies Read more »
Tom Hoffman | March 18, 2014
Business leaders use a variety of metrics to gauge the financial health and performance of a company. One of the most popular metrics used by marketers is Net Promoter Score (NPS), a simple loyalty measurement to gauge customer satisfaction and likelihood to recommend. Last week, I had a chance to speak with Satmetrix data scientist Brendan Rocks about the results from the company's 2014 Net Promoter Industry Benchmarks reports. The findings offer a glimpse into some of the aspects of Read more »
Anna Papachristos | March 12, 2014
Once upon a time, there was no such thing as the Facebook News Feed. There was no stalker sidebar and the homepage existed primarily to display the names of friends who'd "poked" you back. But, fast forward 10 years to the present day, and you'll see that much has changed throughout Facebook's lifetime. Though it still serves as an incredible tool for reconnecting with old buddies and staying in touch with new friends, advertisements and outside influencers continue to creep Read more »
Mila D'Antonio | January 20, 2014
While investigators sort through just how thieves compromised about 40 million payment cards and the information about 70 million Target customers, businesses must use this latest breach as a reminder to reinforce their standards that ensure their data stays safe. As important, they must develop communications preparedness plans to alert customers of potential threats. Read more »
Anna Papachristos | December 18, 2013
While many consumers are scrambling to purchase last-minute gifts, others are plotting and planning their holiday travel itinerary. But travelers aren't the only ones preparing for the rush at the airport. Many travel businesses are now using Big Data, behavioral trends, and text analytics to adjust their operations accordingly. Read more »
Mila D'Antonio | November 11, 2013
Marketers readily believe that Big Data is a key enabler of personalization. However, according to a recent report conducted by the CMO Council, personalization of interactions is only happening at the marketing campaign level with email, direct mail, the Web, and social media engagements. In fact, some 65 percent say frontline resources do not have access to social media intelligence to leverage in personalized outreach. This has resulted in deficiencies in the delivery of real-time, account-specific customer insight that can Read more »
Anna Papachristos | October 30, 2013
Big Data can be rather scary. With vast amounts of structured and unstructured data flowing into the organization each day, analyzing and utilizing this information can be quite daunting. Yet, for those who collect prospect and customer data for Big Data's sake, the noise can be deafening. Many recognize the need to deliver Big Data in the right context at the right time to the right people, but they don't know where to turn to bring this information to action. Read more »
Mila D'Antonio | September 23, 2013
Just when we thought Big Data couldn't get any more confounding, the accelerated adoption and use of mobile payments continues to make analyzing customer data even more challenging. Instead of resisting these changes, marketers, data analysts, and customer experience leaders must look closely at the added benefits that providing mobile payment options to their customers will afford them. Read more »
Mila D'Antonio | July 15, 2013
Many marketers who have ventured down the path of A/B testing will never veer off course. They've come to realize and reap the benefits of applying data-driven decision-making as well as the consequences for not approaching each campaign and website design with an analytical eye. Read more »
Mila D'Antonio | June 5, 2013
I recently came across an interview with Amazon Chairman and CEO Jeff Bezos, in which he was quoted this: "What's dangerous is not to evolve...You have to have a willingness to fail.... It's not enough to just listen to customers; you have to invent on their behalf." Read more »
Mila D'Antonio | May 6, 2013
In the Big Data world in which we live, business intelligence has become a big market. Companies that have deployed integrated analytics platforms and emphasized real-time data analysis to better understand customer behavior have gained a big advantage from doing so. For Maple Leaf Sports & Entertainment and AAA, winners in this year's Gartner & 1to1 Media CRM Excellence Awards, adoption and successful deployment of customer analytics has not only become a competitive differentiator, but also a mechanism for delivering Read more »
Mila D'Antonio | May 1, 2013
Today we announce the winners of the 2013 Gartner & 1to1 Media CRM Excellence Awards. I've been with 1to1 Media since the inception of the awards and have seen it evolve into what it has become today: An international program that recognizes customer experience leaders--companies that have taken chances and have overcome adversity to advance their customer-centric practices forward. Read more »
Mila D'Antonio | April 29, 2013
Each year, the Gartner & 1to1 Media CRM Excellence Awards are given to end-user organizations that have implemented successful customer strategy and CRM initiatives. These awards spotlight excellence among organizations that take a customer-centric approach to improving their business performance and have proven results from doing so. Read more »
Mila D'Antonio | April 15, 2013
You know the importance of aggregating, analyzing, and acting on your voice of the customer data, but with continually emerging channels, VOC practices become increasingly challenging to carry out. An organization with cross-departmental ownership of VOC, sophisticated data collection and analytical methods in place, and the commitment from the C-suite to communicate the importance of acting on VOC must be in place for real results to occur. Read more »
Mila D'Antonio | March 11, 2013
In our ultra-connected world, in which your 3-year-old is adept at using an iPad and your mother now texts you photos of her cats, marketers are in constant pursuit of the Holy Grail that will help to leverage this digital explosion. With more devices and more audiences comes added pressure. Read more »
Mila D'Antonio | February 11, 2013
Last October, Barnes & Noble announced a data breach at 63 of its stores, reporting that one PIN pad device used by customers to swipe credit and debit cards had been compromised in each affected store. The bookseller didn't report the breach for at least one month in order not to impede an ongoing federal investigation. Read more »
Mila D'Antonio | February 4, 2013
Ever since the emergence of digital, much has been written and discussed about bridging the social/mobile and traditional marketing divide by getting a handle on Big Data and ultimately having the ability to understand and respond to consumers' ever-changing needs and behaviors. Read more »
Guest Blogger: Kerry Bodine | December 28, 2012
A couple of months ago, I spoke at a conference in Las Vegas. Immediately before my talk, two advertising execs, one a professed quant geek and the other a "creative," spoke about how their agencies rely less on hunches these days and more on quantitative data to drive emotional relevance between their clients and consumers. "We can identify human emotions in massive rivers of data," the ad men said. When I pressed them for an example during the Q&A session, Read more »
Mila D'Antonio | October 15, 2012
In a world that's ever-more reliable on data, some proposed policies in front of Congress threaten to hamper companies' customer-experience efforts. If Congress passes some of the proposed data privacy bills, personalization in marketing and one-to-one communications will deteriorate. Read more »
Cynthia Clark | October 11, 2012
Bridging silos and bringing together data that's hosted in different repositories is a priority for many organizations which want better visibility into their customer data, allowing them to gain better insights on which to base business decisions. Read more »
Tom Hoffman | October 9, 2012
1to1 Media's Tom Hoffman speaks with David Petersen, CEO of Sense Networks, about different ways that companies can use analytics to better understand the mobile customer and how customers are using mobile devices as part of their multichannel journeys. Read more »
Tom Hoffman | September 18, 2012
1to1 Media's Tom Hoffman speaks with Karine Del Moro, Senior Director at Confirmit, about best practices for drawing upon employee feedback to help improve the customer experience. Read more »
Cynthia Clark | September 13, 2012
A happy and engaged workforce is a fundamental element in business success and forward-thinking business leaders are striving to gain and retain high levels of employee engagement. Not only are engaged employees more likely to work harder, ultimately having a positive impact on the customer experience, but it's human nature for customers to want to do business with a brand that is evidently treating its employees right. Read more »
Tom Hoffman | September 11, 2012
One of the most intriguing aspects of the U.S. presidential election is that there are so many different ways to spin the numbers on voter sentiment and voting blocs. How will Mitt Romney and President Obama fare with voters from military families and veterans or union workers? In a unique twist, the customer experience experts at Temkin Group have placed the presidential race under a different lens - how likely are consumers to recommend the candidates to their friends and Read more »
Cynthia Clark | August 30, 2012
Mobile phones seem to be taking over the world. We're rarely more than a few feet away from our phones and many times they're tucked safely in our pockets or bags. Most of us panic whenever we notice our phone is missing and will inconvenience ourselves to go back and pick it up. Read more »
Anna Papachristos | August 22, 2012
With all the channels cable and satellite TV companies provide, we still find ourselves desperately searching for something to watch. But when it comes to the number of communication channels available today, there always seems to be something going on. Read more »
Mila D'Antonio | August 20, 2012
Customer experience is no longer a "nice to have," it's a "must have." But marketers' customer engagement efforts are constantly challenged due to constant pressures to deliver a consistent and relevant customer experience across all channels. With the continuous explosion of data threatening to hamper marketers' customer experience efforts, as well as emerging social and mobile channels, organizations are frustrated with how and where to drive customer engagement throughout customers' lifecycle. Read more »
Cynthia Clark | August 9, 2012
Choice is great, but sometimes it can also be overwhelming. And since customers want to make the right choice before spending their hard-earned cash, they often seek advice. In an increasingly online world, customers have even more choices. Not only is it easy to switch from one online retailer to another to find what you're looking for, but e-commerce sites are providing even more choices. Read more »
Tom Hoffman | August 7, 2012
1to1 Media's Tom Hoffman speaks with John O'Hara, President of Pitney Bowes Software Solutions, about the opportunities and challenges for achieving a thorough understanding of customers, including insight into customers' needs, behaviors, preferences, channel usage, experiences, and potential value. Read more »
Tom Hoffman | July 17, 2012
Retail sales across the U.S. fell for the third consecutive month in June as weak employment growth and stagnant wages appear to be restricting spending among many American consumers, according to a report from the U.S. Commerce Department. The data is troubling since it suggests that consumer spending, which drives about two-thirds of the U.S. economy, is also weakening, according to Reuters. And while there's no panacea for unstable consumer spending, retailers and other companies can strengthen sales by analyzing Read more »
Mila D'Antonio | July 9, 2012
Customers today have numerous opportunities to interact with brands at a variety of touchpoints. Therefore it's critical for companies to leverage such opportunities to engage with customers and build an emotional connection. A growing number of companies are realizing that engagement goes beyond just listening to customers across multiple channels, but also empowering them to advocate for their brands--both through online and offline. Read more »
Tom Hoffman | July 3, 2012
There's been no shortage of discussion lately about how challenging it is to be a CMO. Among the issues faced by CMOs is the ability to effectively manage marketing efforts across various channels that companies use to interact with customers. Siloed channel data makes it particularly tough for CMOs and other decision-makers to gain a complete view of customers and their behaviors across different channels as well as their transactions, preferences, and potential needs. The desire among CMOs and other Read more »
Anna Papachristos | June 27, 2012
We spend too much time looking at screens. We bounce from our phones, to our computers, to our televisions, absorbing commercials, tweets, and status updates ad infinitum. "Windows" have taken on an entirely new meaning. This overwhelming flood of information keeps us glued to these rectangular boxes day in and day out. Read more »
Mila D'Antonio | June 25, 2012
In 2011, people created 1.8 zettabytes of data and all this data is doubling every two years. This continuous data explosion creates a Big Data conundrum for information and marketing executives who are dealing with finding ways to best analyze, aggregate, and leverage customers' data across the enterprise. Read more »
Tom Hoffman | June 19, 2012
1to1 Media's Tom Hoffman speaks with Michael Housman, managing director of analytics at Evolv, about best practices for using Big Data to improve the performance and responsiveness of the contact center. Read more »
Mila D'Antonio | June 14, 2012
Big Data was on everyone's minds and lips during Pitney Bowes Software's Insights 2012 conference this week in New Orleans, where customers spoke about how they're turning customer insights into positive business results. Read more »
Elizabeth Glagowski | June 11, 2012
It takes a lot to stand out in the business world. And when it comes to customer centricity, it's even harder. Customer expectations are higher than ever, and there are many organizational and market challenges to creating and maintaining a truly customer-focused organization. That's why it's important to recognize those companies that make it work with the Gartner & 1to1 Media CEM Excellence Awards. Read more »
Guest Blogger: Paul Raca | May 31, 2012
Touchpoint attribution--the ability of marketers to attribute a sale to the correct marketing effort--has been called the holy grail of marketing. Does this seem a little extreme? Still not sure attribution should be considered the pinnacle of marketing? The claim is likely more appropriate than you might think. Conquering touchpoint attribution may lead you on an arduous journey, but there's a big payoff in the end. Read more »
Cynthia Clark | May 17, 2012
Organizations want to know what their customers think about them and what they can do to improve their customers' experience. This is even more important in a competitive environment and in the age of social media where customers are very quick to share their opinions. But in their zeal to get information, some organizations are overloading their customers with numerous surveys that have an exhaustive list of questions, potentially alienating them from giving their insight. And with more customers providing Read more »

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