http://www.1to1media.com/weblog/ Engage the 1to1 Media editors on the topics driving customer strategy en Copyright 2012 Wed, 16 May 2012 17:57:25 -0500 http://www.sixapart.com/movabletype/ http://www.rssboard.org/rss-specification Voice of the customer initiatives require three main elements to succeed: executive involvement, closing the loop, and taking action--according to Cameron Conway, assistance vice president of customer research at Equifax. During his presentation at the Allegiance VoCFusion conference yesterday, Conway provided some insight into each of these areas.]]> http://www.1to1media.com/weblog/2012/05/three_essentials_of_voice_of_t.html http://www.1to1media.com/weblog/2012/05/three_essentials_of_voice_of_t.html Voice of the Customer customer feedback voice of the customer Wed, 16 May 2012 17:57:25 -0500 During childhood, we learn in a group atmosphere. Just as we learned to socialize while also developing necessary life skills, businesses must now cultivate their social skills in order to learn how to best serve their customers.]]> http://www.1to1media.com/weblog/2012/05/the_social_education_studying.html http://www.1to1media.com/weblog/2012/05/the_social_education_studying.html Customer Service Emerging Trends Social Media customer service Mitch Lieberman social customer service social media Sword Ciboodle thinkJar Wed, 16 May 2012 13:00:00 -0500 ]]> http://www.1to1media.com/weblog/2012/05/cloud_computing_in_the_past.html http://www.1to1media.com/weblog/2012/05/cloud_computing_in_the_past.html Customer Experience Customer Strategy cloud as a business enabler cloud computing commerce as service ecommerce Netsuite NSW12 Wed, 16 May 2012 12:58:02 -0500 A new study from PulsePoint on the digital marketing capabilities and shortcomings of companies finds that "overwhelming complexity" and a "lack of unified measurement" are the key stumbling blocks in aligning these efforts with consumers' multichannel behaviors. There's a growing body of research on this topic, most of which support this thesis that marketing leaders are, in fact, overcome by the difficulty of managing and coordinating marketing efforts across the flood of channels that customers use. They also struggle to measure the results, often because marketing efforts are siloed by channel and aren't correlated well together (e.g. tracking the impact of an email marketing campaign on web traffic and conversion rates). ]]> http://www.1to1media.com/weblog/2012/05/bridging_the_digital_marketing.html http://www.1to1media.com/weblog/2012/05/bridging_the_digital_marketing.html Customer Experience Customer Strategy Emerging Trends Marketing digital marketing multichannel integration multichannel marketing Tue, 15 May 2012 10:40:55 -0500 With all this talk about customer trust and companies acting in customers' best interest, it got me thinking about spiffs--incentives that manufacturers provide dealers and retail salespeople to sell their wares over the competitor's. Spiffs are great for salespeople, not so great for customers. Salespeople motivated by a boost in their commission check or some other incentive may be more likely to sell what's good for them instead of what's best for the customer. Actually, I'd have to say highly likely. ]]> http://www.1to1media.com/weblog/2012/05/how_do_i_know_if_ive_been_spif.html http://www.1to1media.com/weblog/2012/05/how_do_i_know_if_ive_been_spif.html Customer Experience Sales Effectiveness customer trust sales strategies spiffs trustability Mon, 14 May 2012 19:18:04 -0500 You've worked hard to create a brand image and deliver on your brand promise. Then your organization partners with
another company that turns about to be not so
customer-centric or detail-oriented or what have
you as your firm is. What to do? One option: Find a new partner. Another: Work with that partner to bring the company up to your standards. Neither option is an easy fix, but doing something, anything, is essential--before customers walk out the door and don't come back. ]]> http://www.1to1media.com/weblog/2012/05/do_your_partners_squander_your.html http://www.1to1media.com/weblog/2012/05/do_your_partners_squander_your.html Customer Experience Customer Service Customer Strategy customer experience customer service e-commerce Fri, 11 May 2012 10:15:14 -0500 Consumers are increasingly interacting with businesses through a mix of channels. This is especially true in financial services. Consumers now expect to be able to access their financial information and conduct transactions via any channel they desire, whether that channel is digital or physical. Consumers who use multiple channels also expect information to be accurate, up-to-date, and consistent across channels, at all times. This creates a need for accurate, real-time cross-channel updates. Additionally, how a consumer chooses to interact with a financial institution is influenced by the attributes of different devices or channels; consumers are likely to choose digital channels for self-service and the branch for consultation, for example. ]]> http://www.1to1media.com/weblog/2012/05/satisfying_consumers_appetites.html http://www.1to1media.com/weblog/2012/05/satisfying_consumers_appetites.html Customer Experience Customer Strategy Emerging Trends financial services customer strategy mobile banking multichannel customer experience online banking Thu, 10 May 2012 12:30:42 -0500 Marketers spend a lot of time and energy preparing content to entice their customers to do business with them, and emails are a major mode of delivery to reach these individuals. But these efforts are useless if the messages aren't opened by the intended target, or, worse still, if they don't even make it to a customer's inbox.]]> http://www.1to1media.com/weblog/2012/05/five_ways_to_get_emails_to_you.html http://www.1to1media.com/weblog/2012/05/five_ways_to_get_emails_to_you.html Customer Service Marketing Sales Effectiveness customer service Daniel Deneweth email deliverability marketing Responsys sales effectiveness Thu, 10 May 2012 06:49:03 -0500 There are some matters that are beyond our control. No matter how hard we strive for the perfect customer experience, certain unexpected factors come into play--factors beyond the company's or brand's control, in fact. ]]> http://www.1to1media.com/weblog/2012/05/removing_other_customers_from.html http://www.1to1media.com/weblog/2012/05/removing_other_customers_from.html Customer Experience Customer Loyalty Voice of the Customer Amtrak brand experience customer experience customer loyalty Wed, 09 May 2012 13:00:00 -0500 ]]> http://www.1to1media.com/weblog/2012/05/the_customer_experience_discon.html http://www.1to1media.com/weblog/2012/05/the_customer_experience_discon.html Customer Experience Customer Loyalty Customer Service Customer Strategy customer experience customer loyalty customer-centricity the temkin group voice of the customer Wed, 09 May 2012 10:44:28 -0500 The only way your company will differentiate based on customer experience is if the culture of your organization aligns closely with the brand promise to customers. Zappos CEO Tony Hsieh puts it in his blog post entitled Your Culture Is Your Brand: "Advertising can only get your brand so far... So what's a company to do if you can't just buy your way into building the brand you want? In a word: culture. At Zappos, our belief is that if you get the culture right, most of the other stuff--like great customer service, or building a great long-term brand, or passionate employees and customer--will happen naturally on its own." ]]> http://www.1to1media.com/weblog/2012/05/9_ways_to_reward_employees_to.html http://www.1to1media.com/weblog/2012/05/9_ways_to_reward_employees_to.html Customer Strategy Emerging Trends Employee Engagement customer centricity employee engagement employee incentives Forrester Paul Hagen Tue, 08 May 2012 15:00:00 -0500 1to1 Media's Tom Hoffman speaks with Greg Sherry, Vice President of Marketing at Verint Systems, about different ways that companies can use workforce optimization tools to foster a customer-centric contact center. This includes the ability to identify agent competencies and align agents' skills and aptitudes, such as first call resolution or cross-selling capabilities, to provide the right support to the right customers at the right time. Additionally, workforce optimization tools can also be used to help act on Voice of the Customer information to drive operational excellence in the contact center.]]> http://www.1to1media.com/weblog/2012/05/hoffmans_hot_seat_leveraging_w.html http://www.1to1media.com/weblog/2012/05/hoffmans_hot_seat_leveraging_w.html Customer Experience Customer Service Customer Strategy Data Analytics Emerging Trends contact center operations customer service best practices workforce management Tue, 08 May 2012 07:41:10 -0500 The Temkin Group recently released its second annual "Forgiveness" rankings of companies in a variety of industries. This measures a customer's likelihood to forgive a company for making a mistake. The 2012 ratings asked 10,000 U.S. consumers to rank 206 companies from 18 industries. Not surprisingly, many famous customer-focused companies found their way to the top of the list.]]> http://www.1to1media.com/weblog/2012/05/companies_measured_by_a_new_im.html http://www.1to1media.com/weblog/2012/05/companies_measured_by_a_new_im.html Customer Experience Data Analytics customer data customer experience Mon, 07 May 2012 11:20:56 -0500 Social media is like the new cool kid on the block: Everyone wants to be its friend, but they're all worried of mishandling it and end up doing more harm than good. Although many marketers are trying to leverage social media to get close to both customers and prospects, this relatively new medium is not about likes and fans, but about engaging with people.]]> http://www.1to1media.com/weblog/2012/05/leveraging_social_media_for_ma.html http://www.1to1media.com/weblog/2012/05/leveraging_social_media_for_ma.html Customer Experience Customer Loyalty Customer Service Customer Strategy Marketing Mobile Marketing Social Media customer experience customer loyalty customer service customer strategy marketing social media Fri, 04 May 2012 11:24:21 -0500 "Self-service is the equivalent of outsourcing tier-one service to customers. So if they 'escalate' by calling your contact center, the service had better be great," Strativity Group founder Lior Arussy said emphatically during his presentation at a networking event the company co-hosted with Godiva at the chocolatier's New York headquarters. This situation raises two issues, which came up earlier this week during a conversation with NICE Systems CMO Benny Einhorn at the company's Interactions 2012 customer conference. ]]> http://www.1to1media.com/weblog/2012/05/self-escalation_and_the_demise.html http://www.1to1media.com/weblog/2012/05/self-escalation_and_the_demise.html Customer Service contact center strategy customer service self-service Fri, 04 May 2012 08:04:22 -0500