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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 Petco.com, 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 »
Tom Hoffman | May 8, 2012
1to1 Media's Tom Hoffman speaks with Greg Sherry, Vice President of Marketing at Verint Systems, about different ways that companies can use workforce optimization tools to foster a customer-centric contact center. This includes the ability to identify agent competencies and align agents' skills and aptitudes, such as first call resolution or cross-selling capabilities, to provide the right support to the right customers at the right time. Additionally, workforce optimization tools can also be used to help act on Voice Read more »
Elizabeth Glagowski | May 7, 2012
The Temkin Group recently released its second annual "Forgiveness" rankings of companies in a variety of industries. This measures a customer's likelihood to forgive a company for making a mistake. The 2012 ratings asked 10,000 U.S. consumers to rank 206 companies from 18 industries. Not surprisingly, many famous customer-focused companies found their way to the top of the list. Read more »
Cynthia Clark | May 3, 2012
Big Data is giving organizations a lot of information about their customers, but some are--rightfully--concerned about overdoing it and alienating their customers with intrusive behavior. However, many companies have recognized that as long as they tread carefully and give value to their customers, clients will be more willing to share information. Alan Adams, senior director of marketing and CRM applications at Office Depot, pointed out that companies need to use data to be where their customers are, but at the Read more »
Mila D'Antonio | April 25, 2012
After attending Forrester's Marketing Leadership Forum last week, I came away with two realizations: 1. Marketers are getting serious about leveraging conversations about their brands in social networks, and 2. Because many marketers are jumping in without a clear strategy about how social fits in with other customer touchpoints, data silos are proliferating. Read more »
Tom Hoffman | April 17, 2012
1to1 Media's Tom Hoffman speaks with Udi Ziv, President of NICE Systems' Enterprise Group, about approaches for striking a balance between using customer sentiment in social media while protecting customer privacy. Read more »
Guest Blogger: Howard Lax | March 29, 2012
Marketers and marketing consultants all too often make the mistake of equating customer loyalty with customer experience. Whether out of laziness or sloppiness, this is a critical miscue in the measurement, analysis, and management of customer loyalty and experiences. Read more »
Tom Hoffman | March 27, 2012
1to1 Media's Tom Hoffman speaks with Dave Capuano, Vice President of Marketing at Vovici, a Verint Company, about different approaches for engaging today's empowered customer. Read more »
Tom Hoffman | March 20, 2012
In most respects, there's not a lot of common ground between a regional water utility and a multinational logistics giant. But one thing that does unite the Las Vegas Valley Water District and FedEx is their respective passion for using customer analytics to improve the customer service experience. Read more »
Ginger Conlon | March 12, 2012
Site design, personalization, and key performance indicators (KPIs) are not getting the attention they deserve in terms of the online customer experience, according to Kevin Cochrane, Adobe's vice president of product strategy and solution marketing. "When people think of the online customer experience, they're focused on the design and 'sexiness' of their website. They don't do enough research into who their customers are and what they're trying to accomplish. Not all customers are looking for the same thing," Cochrane told Read more »
Elizabeth Glagowski | February 27, 2012
Last week, President Obama unveiled The Consumer Privacy Bill of Rights, a policy framework designed to provide a "baseline of clear protections for consumers and greater certainty for businesses." The availability and use of consumer data continues to grow. The announcement intends to provide clarity on how companies can use consumer information, and provides consumers with guidelines about their protections and rights. Read more »
Cynthia Clark | February 23, 2012
Companies want to bridge their information silos to have a holistic customer view, knowing that this will allow them to give their clients a better and more personalized service. While many experts argue that silos are actually necessary to ensure that different departments strive for accountability, focus, and specialization, the ultimate aim for organizations is to have a complete picture of their customers and ensure seamless service across different channels and departments. Read more »
Tom Hoffman | February 21, 2012
There's been a lot of buzz about Big Data, as well as misconceptions about what the term actually means. Since this is an area that carries a great deal of significance for customer management professionals, I thought I'd share a few thoughts on the topic. Read more »
Tom Hoffman | February 7, 2012
The dawn of a new year often marks a spate of leadership changes within many companies and 2012 is no exception. This includes new marketing leaders that have popped up at Facebook (former Levi's CMO Rebecca Van Dyck), Kenneth Cole (former Anthropologie marketing chief Amy Choyne), Macy's (Martine Reardon has been promoted), and Gilt Groupe (Elizabeth Francis jumps from Intelligent Beauty). And while there are multiple factors that can drive changes in leadership changes (e.g. newly-appointed CEO brings in their Read more »
Tom Hoffman | January 10, 2012
1to1 Media's Tom Hoffman speaks with Russell Keziere, Senior Director of Corporate Marketing at Pegasystems, about steps that companies can take to leverage real-time analytics to tighten relationships with customers. Read more »
Tom Hoffman | January 3, 2012
Quick Response (QR) codes are either poised to take off in 2012 or eventually join the junk heap of other tech flops such as the Apple Newton and Internet currency (remember Flooz and Beenz?). While the emergence of other technologies such as near field communications and digital watermarks may shape the durability of QR, ultimately, the potential for the technology rests with how effectively companies place customers at the center of their QR efforts. Read more »
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