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Elizabeth Glagowski | April 30, 2012
"The big change in the world is that patients are taking control." The remarks from TEDMED's Jay Walker at last week's World Health Care Congress captured the prevailing sentiment of the conference for medical and healthcare executives. Nearly every session and keynote focused on the theme that consumers, once a secondary business consideration in the industry, have shot to the forefront of healthcare business strategy. Read more »
Tom Hoffman | September 27, 2011
1to1 Media's Tom Hoffman speaks with Carol Kline, CIO at TeleTech, about steps that chief information officers can take to forge tighter relationships with other corporate executives. Read more »
Guest Blogger: Bruce Temkin | September 21, 2011
Steve Jobs has said: "You can't just ask customers what they want and then try to give that to them. By the time you get it built, they'll want something new." Wow! Apple has an amazingly strong brand, yet the visionary leader of the company seems to say that listening to customers isn't valuable. Should companies eliminate their customer insight groups and abandon their voice of the customer (VoC) programs? You'll have to read a bit more to see my Read more »
Elizabeth Glagowski | October 6, 2010
A.G. Lafley, former president and CEO of Procter & Gamble, focused his remarks at the World Business Forum on innovation and growth. And customer centricity is what drives innovation. "If you don't really understand who your customer is and what they need and want, you can't serve them," he said. "I'm a classic [Peter] Drucker aficionado. The primary purpose of a business is to create a customer and serve them throughout their life. And you can't create a customer if Read more »
Ginger Conlon | October 5, 2010
This morning at HSM's World Business Forum Jim Collins, leadership expert and author of Built to Last and Good to Great shared a list of 10 to-dos for successful leadership: Read more »
Mila D'Antonio | September 22, 2010
In the new book "Coolfarming," author Peter Gloor likens leaders of the past to race car drivers, controlling every aspect of the group they lead, setting the precise speed, and steering the corporate car to where they thought it should go. Creative leaders, on the other hand, are like hot air balloon pilots, mapping a direction, assembling a team to help chart the course, and then enjoying whichever direction the course takes. Read more »
Elizabeth Glagowski | September 20, 2010
Today we're happy to announce the newest group of 1to1 Customer Champions. These 15 executives embrace customer centricity and advocate for customers both internally and externally. Part of what makes them stand out is how they encourage their colleagues and co-workers to do the same. Read more »
Tom Hoffman | September 14, 2010
Brian Curran, recently-named as Vice President of Web Customer Experience Solutions at RightNow, shares how he's drawing upon his background as a customer experience officer at Best Buy and other companies and applying that to his current role. Read more »
Elizabeth Glagowski | June 9, 2010
Xerox CEO Ursula Burns talked at today's World Innovation Forum about how her company innovates. I was impressed at how often she mentioned customers. It's uncommon for a CEO, let alone one with an engineering background, have such a customer focus rather than lean on technology during an innovation discussion. Xerox, which came back from the brink of bankruptcy in 2000, innovates by dreaming along with its customers. Read more »
Elizabeth Glagowski | June 9, 2010
So far today at the World Innovation Forum we have heard from marketing expert Seth Godin, venture capitalist Brian Cohen, and Wendy Kopp, CEO of Teach for America. They represent three very different industries, but each sector share common qualities of leadership and innovation. Read more »
Elizabeth Glagowski | May 17, 2010
New customers are great, but sometimes they can cause new challenges. Can your company handle an influx of 2 million customers in six weeks? Not many can, but mobile provider Nedjma in Algeria turned its focus to retention after gaining so many new customers in such a short period of time. Read more »
Ginger Conlon | January 15, 2010
Succeeding in today's hypercompetitive, fast-changing environment is no easy task. Qualities like perseverance, resourcefulness, and consideration are musts. Two that are especially important today are optimism and enthusiasm. Read more »
Don Peppers | July 16, 2009
I constantly hear from B2B executives that it's a challenge to develop strong relationships between the B2B sales staff and clients. But it doesn't have to be. Read more »
Mila D'Antonio | March 18, 2009
I was surprised this week when I read that Tampa, FL-based Sykes Enterprises, an $819 million business process outsourcing company, decided to close its 12-year-old Minot, North Dakota contact center because of a lack of applicants for job openings. Read more »
Don Peppers | March 16, 2009
So far, the downturn we are encountering looks like a recession. It may be one of the more severe recessions in the last 50 years or so, but it's still only a recession, and not even close to turning into a genuine "depression," if you define that as a 10 percent or greater decline in GNP. We should all remember, however, that economic downturns are entirely natural events, and you can't prevent them any more than you can prevent ocean Read more »
Mila D'Antonio | December 31, 2008
As we look back at 2008, many of us think of two words: good riddance. And as 2009 looms with even less potential and promise, how are we as businesses expected to stay constructed and hopeful? Read more »
Mila D'Antonio | November 19, 2008
"The greatest competition you'll ever face is you." Words of wisdom to live by from Bruce Jenner. The gold medal decathlon winner in the 1976 Summer Olympics keynoted the Sage Summit yesterday in Denver and inspired the audience to turn the current pressures into a new level of commitment to its personal best. Read more »
Mila D'Antonio | November 5, 2008
Did you watch CNN's election coverage last night and wonder how the network sent correspondent Jessica Yellin from Obama's Chicago headquarters to the New York broadcasting center, to stand in front of Wolf Blitzer? Read more »
Don Peppers | July 31, 2008
Yesterday in New York, Martha Rogers and I had lunch with one of our favorite people, Phillip Riese. Phillip, an ex-American Express senior executive, is a literal fount of entrepreneurial wisdom. We cited him in our first book, The One to One Future, in 1993. Phillip’s insight is that business books come and go sort of like diet books. Everyone’s always trying to find the right diet in their own personal lives, and business executives seem to be on the Read more »
Mila D'Antonio | May 28, 2008
Leadership necessitates listening. Today's CEOs expect communications to be a strategic asset and critical link between their corporate vision and the first connection to their customers—customer service. Read more »
Jeremy Nedelka | February 28, 2008
Does a CMO have a place in the boardroom next to other executives? Is the title just another of the endless string of Chief Officers companies have been coming up with recently? How can a CMO’s effectiveness be judged alongside a CFO’s or CEO’s? These are just some of the questions today’s Marketing Xfactor lead story and column attempt to answer. Do you think a CMO position is necessary at most companies? Should the role and responsibilities be markedly different Read more »
Kevin Zimmerman | September 11, 2007
You gotta figure that Mattel’s Chief Executive, Robert Eckert, isn’t having much fun these days. In a little over a month, the world’s largest toy maker has announced three major recalls due to concerns about excessive lead paint in Chinese-made toys the company sold. Now comes word that Eckert is expected to testify in House and Senate hearings this week and next, centering on how adroit the company was in alerting federal regulators about major toy recalls. As a concerned Read more »
Mila D'Antonio | June 20, 2007
New York City Mayor Michael Bloomberg announced yesterday that he was dropping his Republican affiliation—a step which pundits believe will position him for the 2008 independent bid for the presidential campaign. Bloomberg for president may be the most logical idea I’ve heard yet to fix the mire in which the current tycoon president has embroiled us. Ross Perot tried it in 1992 and 1996 but this billionaire businessman has something over on Perot. Bloomberg has applied a new model for Read more »
Mila D'Antonio | June 13, 2007
This week the CMO Council released a report that uncovers that chief marketing officers may be asleep in the C-suite. The report, assembled from five different surveys of marketers, executives, and CMOs aimed to find ways to define and align the position of CMO. What the report lay bare is a poorly articulated definition of the role of the CMO, unsuccessful alignment of the position within the organization, and continued high turnover rate for those who fill the position. Many Read more »
Mila D'Antonio | May 16, 2007
Last week, JetBlue’s board of directors replaced its founder and CEO David Neeleman with the company’s COO David Barger. The impassioned leader whose name is synonymous with the airline he started nine years ago, built an emotionally connected airline with a laser focus on the customer. The change follows the February 14th disruption of JetBlue operations at Kennedy International Airport during a snow storm that left hundreds of passengers stranded for hours on airplanes sitting on tarmacs. But customers' appreciation Read more »
Elizabeth Glagowski | April 16, 2007
This year's 1to1 Customer Champions represent a wide variety of companies, each with their own unique challenges. But these executives, representing companies such as Lexus, Ann Taylor, AT&T, Canada Post, NetBank and Loews Hotels, have very similar approaches to customer strategy. In today's issue of 1to1 Weekly, some of our champions open their playbook and share secrets to their success. Read more »
Mila D'Antonio | January 3, 2007
This morning, Bob Nardelli, the chairman and CEO of The Home Depot, abruptly resigned after posting big profits, but poor stock performance. He recently came under fire for his hefty salary, which The American Federation of Labor and Congress of Industrial Organizations listed as $37,862,312 in 2005. His reward? A severance of $210 million. Nardelli’s severance and salary are indicative of the need for a reasonable and fair compensation system for executives and workers to create long-term corporate Read more »