http://www.1to1media.com/weblog/ Engage the 1to1 Media editors on the topics driving customer strategy en Copyright 2012 Mon, 06 Feb 2012 14:00:00 -0500 http://www.sixapart.com/movabletype/ http://www.rssboard.org/rss-specification If you're reading this post, there's probably at least one person in your company (you) who's already working to improve your customer experience in some way. That means your company's CX efforts fall somewhere on the curve below. http://www.1to1media.com/weblog/2012/02/improve_transform_or_sustain_w.html http://www.1to1media.com/weblog/2012/02/improve_transform_or_sustain_w.html Customer Experience Customer Strategy Employee Engagement customer experience CX Forrester Research Kerry Bodine Mon, 06 Feb 2012 14:00:00 -0500 Satmetrix's Net Promoter Score has always brought about some interesting debates: Should organizations tie compensation to their? What is the ideal score to strive for? And should it be the single predictor of a company's growth? At the company's Net Promoter 2.0 conference held today and tomorrow in San Francisco, it seems like pundits may have a new discussion in which to participate. http://www.1to1media.com/weblog/2012/02/nps_is_a_journey_in_customer_e.html http://www.1to1media.com/weblog/2012/02/nps_is_a_journey_in_customer_e.html Customer Experience Customer Loyalty Customer Service Customer Strategy net promoter satmetrix sparkscore Fri, 03 Feb 2012 13:03:42 -0500 I had the privilege to attend the recent 2012 NRF convention and was impressed with the buzz around loyalty marketing and customer centricity. In one session Macy's CMO Peter Sachse stated, "We don't need new customers. We need to keep the ones we have and get more out of them." Simple yet powerful; all marketers should take this approach--and will create more valuable brands as a result. Yet, why do so many companies continue to miss the mark here? http://www.1to1media.com/weblog/2012/02/expectation_matching_builds_lo.html http://www.1to1media.com/weblog/2012/02/expectation_matching_builds_lo.html Customer Loyalty Customer Strategy Voice of the Customer customer loyalty customer retention expectation matching Loyalty 360 Mark Johnson Fri, 03 Feb 2012 10:00:00 -0500 "Customer trust is down." You've seen plenty of headlines like that, especially in banking. But what does it really mean? http://www.1to1media.com/weblog/2012/02/it_takes_two_to_tango_-_and_to.html http://www.1to1media.com/weblog/2012/02/it_takes_two_to_tango_-_and_to.html Customer Experience Customer Loyalty Voice of the Customer Charles H. Green customer trust takes two to tango Trusted Advisor Associates Thu, 02 Feb 2012 12:00:00 -0500 Madonna's Super Bowl half-time show won't be the only attention grabber this Sunday. Mobile ads and location-based services will play an important role in this year's Super Bowl as companies include them in their marketing strategy in a bid to reach more customers and transform a moving image into a sale. http://www.1to1media.com/weblog/2012/02/more_mobile-friendly_ads_for_s.html http://www.1to1media.com/weblog/2012/02/more_mobile-friendly_ads_for_s.html Customer Strategy Marketing Mobile Marketing Sales Effectiveness Social Media customer strategy marketing mobile marketing sales effectiveness social media super bowl superbowl commercials Thu, 02 Feb 2012 07:46:12 -0500 Sure, most every company would like to handle customer service themselves. For some, let's just say, it's not their core competency. These companies look to outsourcers for assistance--but can you really outsource customer experience? Not if you think of it as getting the lowest price for cheeks in seats. http://www.1to1media.com/weblog/2012/02/can_you_outsource_customer_exp.html http://www.1to1media.com/weblog/2012/02/can_you_outsource_customer_exp.html Customer Experience Customer Service contact center outsourcing customer experience customer service Wed, 01 Feb 2012 11:29:53 -0500 There's been a lot of buzz about J.C. Penney lately now that the fledgling retailer has tapped former Apple retail czar Ron Johnson as its white knight. Much of the buzz has centered around Johnson's fair pricing strategy which is designed to keep prices low on the types of products its shoppers typically look for and, in part, by setting up its stores with low-priced merchandise on a monthly basis. http://www.1to1media.com/weblog/2012/01/can_jc_penney_differentiate_th.html http://www.1to1media.com/weblog/2012/01/can_jc_penney_differentiate_th.html Customer Experience Customer Loyalty Customer Strategy Emerging Trends apple customers retail strategy Tue, 31 Jan 2012 09:19:25 -0500 Whew! What a week. 1to1 Media and Peppers & Rogers Group's 2012 social media week was a great success. We met lots of readers and fans, got some great insight, and connected in ways we've never done before. If you missed any of it, here's a recap of our activities last week: http://www.1to1media.com/weblog/2012/01/1to1_social_media_week_recap.html http://www.1to1media.com/weblog/2012/01/1to1_social_media_week_recap.html Social Media customer strategist customer strategy social engagement Mon, 30 Jan 2012 12:02:17 -0500 "How Social a Social Customer Are You?" seek recommendations on occasion before purchasing an item important enough to research before buying. While only about a third of the survey respondents seek recommendations prior to every considered purchase, only 4 percent rarely ask for recommendations.]]> http://www.1to1media.com/weblog/2012/01/how_social_a_social_customer_a.html http://www.1to1media.com/weblog/2012/01/how_social_a_social_customer_a.html Emerging Trends Social Media online communities ratings and reviews recommendations social customer social networks Fri, 27 Jan 2012 09:26:15 -0500 Instead, many companies use social to promote a product, to sell, or to monitor brand mentions. To be truly effective at leveraging social to engage customers and foster loyalty, organizations must transition from using social as a one-dimensional broadcast device to a two-way communications channel that enables meaningful and personalized dialogue. http://www.1to1media.com/weblog/2012/01/three_deadly_social_engagement.html http://www.1to1media.com/weblog/2012/01/three_deadly_social_engagement.html Customer Loyalty Customer Strategy Social Media customer engagement Mark Grindeland social social engagement strategy TeleTech Thu, 26 Jan 2012 12:00:00 -0500 Customers are communicating with their favorite brands in an ever-increasing number of ways; along with phone calls and emails, today's customers are increasingly using social media channels not only to follow and interact with companies they're interested in, but also to share their experiences with these organizations. http://www.1to1media.com/weblog/2012/01/dells_three-pronged_approach_t.html http://www.1to1media.com/weblog/2012/01/dells_three-pronged_approach_t.html Customer Experience Customer Loyalty Customer Service Customer Strategy Social Media Voice of the Customer customer engagement Customer experience customer loyalty customer strategy Dell social media voice of the customer Thu, 26 Jan 2012 08:13:53 -0500 IQPC's Call Center Week Summit, with experts underlining the need to invest in this precious resource--their workers. ]]> http://www.1to1media.com/weblog/2012/01/hiring_the_right_call_center_a.html http://www.1to1media.com/weblog/2012/01/hiring_the_right_call_center_a.html Customer Experience Customer Loyalty Customer Service Customer Strategy Employee Engagement Call Center Week customer engagement customer experience customer loyalty customer satisfaction employee engagement Hershey Entertainment & Resorts Company ING Direct USA Intralox IQPC Wed, 25 Jan 2012 16:34:43 -0500 Often, while browsing the Internet, I notice advertisements that pertain directly to items or topics I've just searched. When shopping at the mall, I'll suddenly receive an email that connects me with an offer for the very store I just left. The eerie wave of awareness stops me dead in my tracks and I wonder, where is Big Brother and how does he know my every move? http://www.1to1media.com/weblog/2012/01/social_personalization_improve.html http://www.1to1media.com/weblog/2012/01/social_personalization_improve.html Customer Strategy Emerging Trends Mobile Marketing Social Media customer engagement mobile targeting social personalization targeting Wed, 25 Jan 2012 13:00:00 -0500 In business, we don't use social media for the sake of being social; we leverage social media to grow our business. However, how can we determine whether a social media marketing or sales strategy is proving beneficial to our bottom line when many of us are still struggling to determine how to measure the success of our social efforts? http://www.1to1media.com/weblog/2012/01/blog_carnival_calculating_the.html http://www.1to1media.com/weblog/2012/01/blog_carnival_calculating_the.html Customer Experience Social Media measuring social media social marketing ROI social media the state of social media marketing Wed, 25 Jan 2012 00:07:00 -0500 Susan Boyle walked on the stage of Britain's Got Talent in 2009, both Simon Cowell and Piers Morgan gave the 47-year-old unemployed woman skeptical looks. She expressed her wish to become a professional singer, but had never been given the chance to make her dream come true. And from Cowell and Morgan's facial expression, they didn't seem to believe that her luck was about to change.]]> http://www.1to1media.com/weblog/2012/01/keep_customer_at_the_center_of.html http://www.1to1media.com/weblog/2012/01/keep_customer_at_the_center_of.html Customer Experience Customer Loyalty Customer Service Customer Strategy Voice of the Customer Customer experience customer loyalty customer service customer strategy voice of the customer Tue, 24 Jan 2012 18:49:55 -0500