http://www.1to1media.com/weblog/ Engage the 1to1 Media editors on the topics driving customer strategy en Copyright 2010 Thu, 18 Mar 2010 11:29:36 -0500 http://www.sixapart.com/movabletype/ http://www.rssboard.org/rss-specification Companies are making more extensive use of social media tools such as Facebook and Twitter to engage their customers. But because many organizations are just becoming involved with social CRM, most executives are still figuring out how best to measure the returns from these initiatives. 1to1 Media's Tom Hoffman spoke with Brad Wilson, General Manager of Microsoft Dynamics CRM about different approaches for CMOs to consider. http://www.1to1media.com/weblog/2010/03/hoffmans_hot_seat_measuring_th.html http://www.1to1media.com/weblog/2010/03/hoffmans_hot_seat_measuring_th.html Customer Experience Customer Service Customer Strategy Social Media CRM social media and crm social media policies social media strategy Thu, 18 Mar 2010 11:29:36 -0500 The old credit card business model, in which companies make money off of consumer error, is finished. With new regulations taking effect, the credit card industry needs to shift its strategy to be more customer focused. http://www.1to1media.com/weblog/2010/03/the_making_of_a_trustworthy_cr.html http://www.1to1media.com/weblog/2010/03/the_making_of_a_trustworthy_cr.html Customer Strategy credit cards Wed, 17 Mar 2010 12:34:54 -0500 Satmetrix released its 2010 Net Promoter Industry Benchmarks for the insurance, financial services, airlines, telecommunications, technology, retail, and online services industries based on survey responses from 19,500 U.S. consumers. John Abraham, general manager of Net Promoter programs at Satmetrix, said that the scores serve as an indicator of how companies are performing.]]> http://www.1to1media.com/weblog/2010/03/a_new_nps_report_shows_winners.html http://www.1to1media.com/weblog/2010/03/a_new_nps_report_shows_winners.html Customer Experience Voice of the Customer NPS satmetrix Wed, 17 Mar 2010 11:34:29 -0500 Yesterday British soccer superstar David Beckham tore his Achilles tendon during a match. The L.A. Galaxy player was on loan to A.C. Milan for the winter, keeping fit for the upcoming World Cup in June. Doctors say the injury will keep him out of soccer for up to eight months. That means no World Cup, and possibly the end of his storied soccer career. While the impact on England's team won't be too severe (he is not considered an automatic starter for the national team these days), the companies that sponsor him will certainly feel the pain. Beckham is one of the world's most popular figures and many companies have invested millions to make him a spokesperson. As marketers prepare for the run-up to the World Cup, his injury may have a lasting business impact. http://www.1to1media.com/weblog/2010/03/the_business_impact_of_david_b.html http://www.1to1media.com/weblog/2010/03/the_business_impact_of_david_b.html Customer Strategy Marketing beckham sponsorship david beckham injury world cup Mon, 15 Mar 2010 11:50:57 -0500 Many decision-makers are struggling to strike a balance between efforts to reduce their organization's contact center costs with the need to maintain quality for a consistent customer experience. 1to1 Media's Tom Hoffman spoke with Nicolas de Kouchkovsky, Chief Marketing Officer at Alcatel-Lucent Enterprise Applications about actionable steps business leaders can take to optimize their call center operations. http://www.1to1media.com/weblog/2010/03/hoffmans_hot_seat_trends_drivi.html http://www.1to1media.com/weblog/2010/03/hoffmans_hot_seat_trends_drivi.html Customer Experience Customer Service Customer Strategy Emerging Trends call center call center research cost savings employee strategy Thu, 11 Mar 2010 08:25:33 -0500 Undercover Boss" on Sundays on CBS reveals how some executives are in the dark about their companies' employees and policies. ]]> http://www.1to1media.com/weblog/2010/03/undercover_boss_provides_a_wak.html http://www.1to1media.com/weblog/2010/03/undercover_boss_provides_a_wak.html Employee Engagement 7-eleven eharmony employee engagement employee feedback j.crew undercover boss waste management Wed, 10 Mar 2010 11:27:42 -0500 2009 was the year many companies became aware of the potential impact of social media and began experimenting. 2010 needs to be the year we make it an integrated part of our activities, not just a standalone novelty. I hope by now you've come to terms with the fact that your customers -- and your employees -- are talking about you and your industry in social media, whether you're out there or not. One of the most important steps in equipping your company to participate in social media is establishing a social media policy. It could be as simple as saying, "Understand the standards of the online community and don't do anything stupid." For most companies though, the realities of branding, marketing, communications and legal issues require a bit more detail. And if you don't have a policy in place, you have a de facto policy that says, "Do whatever you want." http://www.1to1media.com/weblog/2010/03/guest_blogger_david_b_thomas_9.html http://www.1to1media.com/weblog/2010/03/guest_blogger_david_b_thomas_9.html Social Media SAS social media social media policies social media strategy Tue, 09 Mar 2010 00:15:20 -0500 Last week I moderated a panel of loyalty experts who discussed distinctions between emotional and behavioral loyalty. During the roundtable, Prof. John Daly of the University of Texas added a new type of loyalty into the mix -- profitable loyalty. A profitably loyal customer helps the company make money. The key is knowing who these customers are and taking action. http://www.1to1media.com/weblog/2010/03/are_your_customers_profitably.html http://www.1to1media.com/weblog/2010/03/are_your_customers_profitably.html Customer Loyalty 1to1 video customer loyalty jill noblett john daly liz miller profitably loyalty Mon, 08 Mar 2010 09:56:21 -0500 I know what you're thinking. Delivering a one-to-one customer experience shouldn't have to be a choice over branding; it should be an essential part of branding. I agree. But when your brand isn't fully established, can taking a one-to-one approach help a company win over established competitors? http://www.1to1media.com/weblog/2010/03/one-to-one_versus_branding.html http://www.1to1media.com/weblog/2010/03/one-to-one_versus_branding.html Customer Experience Marketing customer experience one-to-one retail Fri, 05 Mar 2010 10:46:49 -0500 If you ask someone to name a social media tool, they would probably say Facebook or Twitter. These get the most attention and are familiar to the masses. Now ask them how they use either service and you are likely to hear that they post a message for others to read. This misses 80 percent of the opportunity. Where is the dialogue, the engagement that drives traffic and loyalty? Sadly, it is mostly absent. http://www.1to1media.com/weblog/2010/03/guest_blogger_steve_mcabee_con.html http://www.1to1media.com/weblog/2010/03/guest_blogger_steve_mcabee_con.html Marketing Social Media blogging corporate blogging social media Thu, 04 Mar 2010 15:37:18 -0500 A growing number of companies are launching Voice of the Customer programs to help gather customer feedback across multiple channels. 1to1 Media's Tom Hoffman spoke with Roderick Morris, Vice President of Marketing at Vovici to discuss some of the inherent challenges of making these programs succeed, including data integration issues. http://www.1to1media.com/weblog/2010/03/hoffmans_hot_seat_getting_voic.html http://www.1to1media.com/weblog/2010/03/hoffmans_hot_seat_getting_voic.html Customer Service Customer Strategy Data Analytics Voice of the Customer customer support data analytics voice of the customer Thu, 04 Mar 2010 11:02:29 -0500 Over the past couple weeks, I've interviewed a couple handfuls of data analytics experts for an article that I'm working on which will highlight the new data economy. Each expert seems to concur: Data silos still remain the main reason that keep many companies from integrating their analytics efforts into multiple channels or layering indepth predictive analytics. http://www.1to1media.com/weblog/2010/03/an_enterprise_approach_to_end.html http://www.1to1media.com/weblog/2010/03/an_enterprise_approach_to_end.html Data Analytics analytics at work data analytics portrait software unica Wed, 03 Mar 2010 10:59:41 -0500 How is it that so many people think they know what I need? They haven't asked, nor have I met them. Yet they fill my inbox with information they assume I need. It's rude. Is it possible that senders of this "stuff" think they're the only ones pitching information? Have they considered that they'll end up in my junk folder? I guess they don't care, because the next transmission is on the way. It's all about them, what they're selling, with no real interest to serve me. http://www.1to1media.com/weblog/2010/03/guest_blogger_michelle_cubas_e.html http://www.1to1media.com/weblog/2010/03/guest_blogger_michelle_cubas_e.html Marketing email marketing Tue, 02 Mar 2010 09:41:04 -0500 Mr. Big Shot Keynote Speaker Guy. In subsequent rehearsals he struggled to make the relatively simple transition to the word umpire. It is a testament to the challenge of teaching and getting people to embrace change (and why minor suggestions are often best left unsaid). ]]> http://www.1to1media.com/weblog/2010/02/guest_blogger_ralph_heath_teac.html http://www.1to1media.com/weblog/2010/02/guest_blogger_ralph_heath_teac.html Customer Service Employee Engagement customer service employee engagement storytelling Fri, 26 Feb 2010 09:39:41 -0500 Emulating best practices is one approach to achieving marketing success. But often the true learning comes from mistakes. The following horror stories, shared by clients, illustrate that your best laid marketing plans may be doomed without fierce attention to detail. You can't make this stuff up. http://www.1to1media.com/weblog/2010/02/guest_blogger_james_e_sullivan.html http://www.1to1media.com/weblog/2010/02/guest_blogger_james_e_sullivan.html Marketing direct mail direct marketing marketing Thu, 25 Feb 2010 12:39:10 -0500