Back to
Anna Papachristos | June 24, 2015
Data has always proven problematic for many companies, as most recognize its importance, but few know how to bring this information to action. However, in recent years, technology has matured, allowing more organizations to gather, parse, analyze, and employ data with ease and efficiency. But, for Mountain American Credit Union (MACU), Bronze winner in the Innovation in Customer Insight category of the 2015 Gartner and 1to1 Media Customer Experience Excellence Awards, collecting both solicited and unsolicited feedback has become central Read more »
Tom Hoffman | June 23, 2015
Organizations that deliver exceptional customer support typically have at least a few things in common. They listen closely to what customers are asking for and not only act on customer feedback but they also communicate back to customers how and whether their requests were acted on. They align their customer service processes and practices with customer-centric goals and objectives. These organizations also strive to make it easy for customer-facing employees to provide customers with seamless support to ensure that both Read more »
Mila D'Antonio | June 22, 2015
Delivering great customer experiences is hard to do. If it was easy everyone would do it. Sustained success comes with patience, commitment and plenty of failure along the way. Making that commitment to deliver a superior customer experience can turn a laggard into a fierce competitor, or a failure into an industry leader. Read more »
Mila D'Antonio | April 13, 2015
I often hear many marketers and customer service leaders deliberate over a common struggle: proving to executives that investing in customer experience initiatives and technologies is worth it. Read more »
Mila D'Antonio | March 30, 2015
Customer experience is on everyone's minds these days. From small businesses to enterprise organizations, engaging with the customer in personalized ways across all touchpoints in an organization has become paramount. 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 »
Mila D'Antonio | October 21, 2013
Modern-day CRM started its roots in the 1960s with the "4 P's" marketing framework--product, price, place, and promotion. Any relationship marketer who has been at their craft since the 1980s knows that this structure eventually became the foundation to describe companies' focus on understanding individual customer segments and delivering personalized service and marketing engagement strategies. 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 »
Anna Papachristos | May 8, 2013
There's a distinct difference between hearing and listening. While most companies hear what their customers are saying about the brand via social media, very few truly listen to the problems at the core of customer sentiment so they may act upon such feedback to improve experience. Social insight presents companies with an interesting and educational look into how customers interact with and perceive the brands they do business with, yet most companies remain at the starting stages of strategic expansion, Read more »
Anna Papachristos | May 3, 2013
When it comes to providing the best service experience possible, the customer defines success. Though many companies approach service and support as just another metric to be maximized, those that emphasize quality over call times differentiate themselves from the competition and excel in customer satisfaction. For Cisco and Cigna, winners in the Customer Service Optimization category of the 2013 Gartner & 1to1 Media CRM Excellence Awards, superior service isn't simply a goal to be attained, but also a foundation on 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 »
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 »
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 »
Cynthia Clark | March 19, 2012
Having the right customer data is essential for organizations to provide the most personalized and relevant customer experience. Harry Rosen Inc. and McAfee have both bolstered the data in their CRM systems to improve their sales efforts while delivering a better customer experience. Their efforts have landed them among the winners of the Gartner & 1to1 Media CRM Excellence Awards, in the sales effectiveness category. Read more »
Anna Papachristos | March 16, 2012
Community brings people together, uniting them based on their common bonds. With social outlets readily available all across the Internet, connecting with likeminded individuals is merely a click away. Yet, while most companies focus on the company/customer side of social engagement, many neglect to embrace customer interactions with other customers as a means to enhance the customer experience. Read more »
Cynthia Clark | March 15, 2012
A great after-sales experience is essential. Not only do customers want to ensure that the product or service they've just purchased works as expected, but they also want the company they bought from to be there to answer questions or help them with any problems. Read more »
Mila D'Antonio | March 14, 2012
Is your customer experience where it needs to be? If not, your business may be missing valuable opportunities to boost customer satisfaction and improve retention. Worse yet, you may soon be facing critical problems. Read more »
Guest Blogger | March 14, 2012
CRM as a concept has been around for a long time. And many firms have undertaken not just one, but several, CRM initiatives. As such, Gartner has looked at how CRM evolves and developed generational models that explain the changes in thinking and emphasis that we see. Read more »