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Tom Hoffman | May 5, 2015
Customer experience leaders talk a lot about the importance of providing customers with simple and easy experiences. But in the real world, some customer interactions can be quite complicated. For instance, as customers continue to increase their use of self-service tools to resolve issues they may encounter on their own, the types of customer inquiries that are hitting the contact center are becoming more complex. 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 »
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 »
Mila D'Antonio | September 24, 2012
With bankruptcies, corporate scandal, accounting irregularities, and gaps in corporate governance making daily headlines, it's no wonder that public trust in companies has diminished. Read more »
Elizabeth Glagowski | July 20, 2012
Politics aside, those of us who advocate Extreme Trust and customer centricity should give three cheers for the Consumer Financial Protection Bureau. Finally there's a way to punish companies that treat customers with complete disregard and disrespect. This week it was announced that the CFPB levied a $210 million fine on financial services firm Capital One for deceiving customers about credit card products and fees. The company was solely interested in making a quick buck, and got called out for Read more »
Don Peppers and Martha Rogers, Ph.D. | June 8, 2012
Our new book Extreme Trust has been accumulating some extraordinarily good reviews lately, including two independent critiques from two professionals who know what they're talking about (and what we're talking about): Bruce Kasanoff and Maz Iqbal. Read more »
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