Given all the upheaval in the financial world these days, it's no surprise that most consumers are feeling jittery. It seems like at any moment we'll hear of another bank or financial institution closing up shop or being sold. I'm surprised, then, that I haven't gotten any communication from my bank about what's going on. I will get 100 offers for credit cards or ID theft protection every month, but when I want to hear from it about if it's staying in business, I get nothing.

Continue reading "When I Want to Hear From My Bank, They're Not There" »

Posted by Elizabeth Glagowski at 9:31 AM | Permalink | Comments (3) | TrackBacks (0)

Got a question about customer strategy, loyalty, or just plain business? In our never-ending quest to be customer-focused and live the 1to1 concept, we are looking for questions for our Ask the Expert series. It is part of the new "Strategic Insight" section of 1to1 Weekly, and also lives as part of the content on www.1to1media.com.

Continue reading "Ask the Peppers & Rogers Group Experts" »

Posted by Elizabeth Glagowski at 2:00 PM | Permalink | Comments (0) | TrackBacks (0)

With all sorts of data being collected and people sharing more and more information about themselves online, privacy issues become more important. So which companies stand out when it comes to developing innovative privacy programs? The International Association of Privacy Professionals recently awarded three companies honors at its annual Privacy Academy.

Continue reading "It's Not Just About Firewalls and Passwords Anymore" »

Posted by Elizabeth Glagowski at 10:11 AM | Permalink | Comments (0) | TrackBacks (0)

Yes, we all know that customers want a consistent experience across channels. And we know that the online channel is growing as a key customer touchpoint. But intuition and common sense don't always have a place in the financial statements. So how do you know if your multichannel strategy is affecting the bottom line?

Continue reading "How Do You Measure Multichannel Success?" »

Posted by Elizabeth Glagowski at 9:24 AM | Permalink | Comments (0) | TrackBacks (0)

How many loyalty programs are you a part of? How many compete with each other? I know that I join simply for the perks, not to build actual loyalty. However, the good programs end up strengthening my relationship.

Continue reading "Are You Loyal to Your Loyalty Program?" »

Posted by Elizabeth Glagowski at 10:23 AM | Permalink | Comments (4) | TrackBacks (0)