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Anna Papachristos | April 23, 2014
Since its inception, social media has evolved to become one of the greatest tools in the modern marketer's arsenal. But, while companies use this emerging medium to disseminate brand messaging and conduct customer service, individual consumers use social media as their personal mouthpiece, sounding off about whatever's on their mind. Yet, while predictive analytics have become the ideal companion tool for marketers looking to gain granular insights into their social consumer base, such technologies have begun to bleed into other Read more »
Anna Papachristos | April 16, 2014
From Facebook and Twitter, to Instagram and Pinterest, social media continues to prove it's not just some trend, but also an emerging platform for individuals and brands to connect and converse. But, as social media expands into an enterprisewide initiative, more companies beginning to consider to pros and cons of bringing their CEO into the mix. While many feel this step would bring an added human element to their business, others worry that exposing their CEO to public scrutiny may Read more »
Mila D'Antonio | April 14, 2014
Digital and social trends are the key factors driving the evolution of retail marketing today. Read more »
Guest Blogger: Vanessa Saulsberry | April 11, 2014
Far too long ago to mention, I listened attentively as my marketing professor elucidated the Four P's of marketing. It was a different world then; smartphones and tablets weren't en vogue, virtual events and Spreecasts didn't exist, and Facebook and Twitter were rarely used for business. Magazines and newspapers flourished and face-to-face events reigned. On that foundation today's marketing leaders are challenged to think differently about the marketing mix. Read more »
Mila D'Antonio | March 24, 2014
Today I head to Salt Lake City, Utah, for Adobe's annual Digital Marketing Summit. Last year was my first Summit and I look forward to attending again this year, as it is one of the rare events in which attendees can see first-hand how quantifiable marketing results maximize a company's marketing ROI. The Summit will offer best practices and techniques on topics ranging from how to personalize a cross-channel strategy, best practices for managing a global digital presence, and how Read more »
Anna Papachristos | March 12, 2014
Once upon a time, there was no such thing as the Facebook News Feed. There was no stalker sidebar and the homepage existed primarily to display the names of friends who'd "poked" you back. But, fast forward 10 years to the present day, and you'll see that much has changed throughout Facebook's lifetime. Though it still serves as an incredible tool for reconnecting with old buddies and staying in touch with new friends, advertisements and outside influencers continue to creep Read more »
Mila D'Antonio | February 24, 2014
The U.S. Census Bureau reports that January retail numbers are down, 4 percent from the month before. Despite the assumption that winter weather may be to blame retailers must start thinking strategically about how to continue to attract consumers into their brick and mortar locations. Read more »
Mila D'Antonio | February 3, 2014
In 1984 Steve Jobs introduced the Apple Macintosh during a Super Bowl XVIII commercial. The computer went on to become the first commercially successful personal computer to feature a mouse and a graphical user interface. Read more »
Anna Papachristos | January 8, 2014
Most have come to accept that, when people want to have their voice heard, they typically take to the Internet to share their plea or opinion. Yet, while Facebook and Twitter have become the most common places to air one's frustrations, one young girl created a Change.org petition to shine light on her cause. Read more »
Mila D'Antonio | January 6, 2014
As we enter into 2014, we look for help and advice in organizing our businesses and teams. We also look toward experts' forecasts and trends to help us best prepare for the year ahead and to decide where to focus key investments. Read more »
Anna Papachristos | January 1, 2014
When business becomes crazy during the holiday rush, companies are prone to making the occasional mistake. Luckily, in retrospect, these problems often become teaching moments that influence future improvements and programs. For many, social and mobile tactics still lack the strength necessary to garner loyalty and engagement. These tools offer vast opportunities, but while most brand recognize the potential for success, many have yet to integrate these channels into their overall marketing and sales strategies. Read more »
Mila D'Antonio | December 30, 2013
The importance of delivering an optimal customer experience cannot be overstated. This year saw some notable blunders. Here are five that I believe stood out the most. Read more »
Mila D'Antonio | December 23, 2013
Whether it's the airlines embracing mobile to assist customers, a bad-boy company promising to make over its service standards, or the launch of new technology that will change how consumers pay for everyday retail goods, these 10 customer experience incidents will change the course of how organizations deliver customer experiences. Read more »
Anna Papachristos | December 4, 2013
From Black Friday to Cyber Monday, the past week has been filled with nothing but advertisements and promotions galore. Fifty percent off this, 25 percent off that--it's enough to make your head spin! But for Photojojo, the photography fanatic's online destination, garnering attention was not just a gimmick. It was borderline genius. Read more »
Anna Papachristos | November 13, 2013
With each passing day, the official holiday season grows closer and closer. While malls are already playing Christmas tunes and department stores are all decked out in twinkle lights, the true rush has yet to begin. Soon, Black Friday deal-grabbers and last-minute shoppers will flock to the store and clutter the aisles, while others will hop online to research sales and avoid these crazy crowds. But, as shoppers seek an ideal parking spot, marketers are out to find new ways Read more »
Mila D'Antonio | November 4, 2013
During Facebook's Q3 earnings call on Wednesday, CFO David Ebersman quietly announced a decrease in teenage daily users during the quarter, especially with younger teens. Read more »
Mila D'Antonio | September 9, 2013
I didn't think there was a single marketer on the planet who hadn't taken seriously the viral effect that being unresponsive in social media can have--a painful reminder exemplified by United Airlines and Dominos Pizza. When an angry and creative customer took to social media because of a broken guitar and raunchy employees uploaded videos of themselves doing disgusting things to a sandwich, the lack of response was worse than no response at all. Read more »
Anna Papachristos | September 4, 2013
If you get the chance to go to the movies this weekend, you might want to consider seeing Edgar Wright and Simon Pegg's final installment in the Three Flavours Cornetto trilogy, The World's End. Though seemingly focused on the main character's determination to reclaim his youth by dragging his old friends along for a nostalgic pub crawl, one cannot ignore the social implications of this science fiction comedy. I don't want to pack this post full of spoilers, but for Read more »
Anna Papachristos | August 28, 2013
When Facebook announced its plan to enable hashtags, many may have thought the popular social network was simply hopping on the bandwagon. With Twitter and Instagram being notorious for hashtags, Facebook users were already tagging posts and statuses to no avail, allowing the network ample opportunity to extend its reach even further by embracing the popular trend. Yet, while hashtags enable users to engage in conversations and interact with the rest of the Facebook community, this tool also provides brands Read more »
Anna Papachristos | June 26, 2013
Marketers and IT professionals constantly express their concern over Big Data, yet they neglect to realize that consumers are being bombarded by information, as well. From Facebook and Twitter, to email and text messages, the average human cannot seem to escape the ever-present flow of words and images. Whether we're reading articles or watching YouTube videos, one bit of content usually trickles into another until we have distanced ourselves so far from our initial intent that we cannot even remember Read more »
Anna Papachristos | June 19, 2013
Just as brands need consumers to purchase their goods and services to stay afloat in today's competitive market, social networks would be nothing more than online ghost towns without the people who populate these pages with their thoughts and experiences. But, while social media offers consumers an outlet for their opinions, such channels also open up the opportunity to build relationships that exist beyond the company's traditional offerings and cultivate the strong trust and loyalty behind brand advocacy. Read more »
Elizabeth Soltesz | June 17, 2013
I spent the past two days at the Corporate Social Media Summit in New York City, hearing from companies like Dunkin' Donuts, Chobani, Adobe, General Mills and others about how they have built and continue to build their social media strategies. While every speaker provided insight on how to maximize each social channel- what made my heart skip a tweet was Adobe Director of Strategy Jeff Feldman's concept that social doesn't equal social networks. What a groundbreaking concept for this Read more »
Anna Papachristos | June 12, 2013
Facebook has revolutionized the way consumers interact with friends, family, and brands. But, just as these shoppers have incorporated the social network into their daily routines, companies must also work to make social media an integral part of their customer strategy. For Migros, winner in the Social and Mobile Engagement category of this year's Gartner & 1to1 Media CRM Excellence Awards (EMEA/APAC region), Facebook now represents the key component behind the brand's interactive loyalty program. 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 22, 2013
"If you don't have anything nice to say, don't say anything at all." Mothers may be fountains of wisdom, but in today's social world, Facebook and Twitter encourage many to rebel against the astute words of yesteryear. Though many bite their tongue in person, they rush to social media to vent their frustration, as offline interactions become online conversations. But, as Simon Palmer, chief technology officer at Empathica, highlights, negative feedback that can be used to uncover areas of weakness Read more »
Anna Papachristos | May 15, 2013
Technology continues to evolve each day, but unlike children, we do not document this growth with pencil marks on our doorframe. We measure technology's lifecycle through tweets, apps, and upgrades. But, just as teenagers test their boundaries, technology frequently pushes the envelope when it comes to innovation and creativity. In Huggies' case, the latest gimmick truly hits below the belt. 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 | April 10, 2013
While social networks have been around since the now forgotten days of MySpace and Friendster, today's most popular sites continue to gain momentum as social media evolves. Facebook, Twitter, LinkedIn, and Pinterest have grown into engagement platforms that allow consumers to interact with their friends, family, and favorite brands regularly. But, as these social interactions begin to blossom, companies have begun to value and utilize social tools as part of their customer care efforts. Read more »
Mila D'Antonio | April 8, 2013
The success of marketers everywhere is increasingly tied to the use of analytics and Big Data, with the goal of correlating campaign success to real business results. No longer are marketing departments simply thought of as creative machines, as their responsibilities now reach a broadening scope of channels and tasks that range from tying social media success to business ROI and delivering mobile messaging where it matters most in the customer's buying journey. Read more »
Anna Papachristos | March 20, 2013
Just one week ago, as white smoke billowed from the Sistine Chapel, millions of people took to Twitter to express their joy and excitement over the election of Pope Francis. With nearly 130,000 tweets per minute, citizens across the globe welcomed the new pope, the first elected since the advent of the smartphone, the tablet, and Twitter. But it wasn't until the smoke cleared that we could finally see technology's impact on our lives in just eight short years. Read more »
Anna Papachristos | February 13, 2013
Gone are the days when the average tourist wandered around with a paper map in one hand and a camera around their neck. Thanks to smartphones, these travelers can carry a world of maps and their trusty camera right in their back pocket. But for those popular attractions and tourist destinations that recognize this change in behavior, mobile devices have the ability to engage visitors in an entirely new way. Read more »
Anna Papachristos | February 6, 2013
If you peruse the shelves of your favorite store, what you see isn't necessarily all you can get. Through DailyGrommet.com, creators have an opportunity to share their concepts and products--those that have yet to enter the mainstream retail world--with consumers through the website's product launch platform. DailyGrommet.com provides individuals with the chance to share their innovative, unique creations with their robust, "citizen commerce" community. But, while users were once limited to phone, email, or Web submissions, creators and consumers now Read more »
Mila D'Antonio | February 4, 2013
Ever since the emergence of digital, much has been written and discussed about bridging the social/mobile and traditional marketing divide by getting a handle on Big Data and ultimately having the ability to understand and respond to consumers' ever-changing needs and behaviors. Read more »
Mila D'Antonio | January 14, 2013
Delta proved last week that it must have learned a thing or two from United Airlines' lack of response in 2008 to now famed passenger David Carroll when a flight crew broke his guitar after tossing it, prompting him to record "United Breaks Guitars." The song launched him into an Internet sensation and made him the poster boy for the power of social media when customers are wronged. Read more »
Mila D'Antonio | January 7, 2013
It's that time of year again, when predictions, trends, and resolutions articles come out of the woodwork to help guide our expectations for the coming year. At 1to1 Media, we've included a few of our own around the customer experience. Read more »
Anna Papachristos | December 19, 2012
Though the "end of the world" looms, none of us will know whether the Mayan predictions hold true until Friday. But, even if Saturday comes and life continues as usual, there's no reason we shouldn't have a little fun as we fight our potential fate. For JELL-O, this means appeasing the Mayan gods with the "funnest" sacrifice--JELL-O Pudding. Read more »
Mila D'Antonio | November 26, 2012
Like Thanksgiving and Black Friday, Cyber Monday has become an annual "holiday" for consumers who seek online sales in an effort to avoid crowded stores and to find better deals. Research from BIGinsight for the National Retail Federation estimates an even bigger turnout today compared to last year, with an estimated 129.2 million Americans shopping online, compared to 122.8 million this time last year. Read more »
Mila D'Antonio | November 19, 2012
Crunched for time, short on cash flow, and often understaffed, small business owners in the past have largely ignored social media channels as a way to market their business and engage customers. In fact, in August of last year, eMarketer polled 304 small business decision-makers, and 64 percent of them said social media was either unnecessary or something about which they didn't have an opinion. Read more »
Mila D'Antonio | November 12, 2012
Transformative leaders are obsessed with innovation, employee culture, and customer-centric strategies--they put the company culture and customers before anything else. True innovation, however, not only requires having a vision for change, but also the tools and solutions integration to enable it. Read more »
Anna Papachristos | November 7, 2012
Though natural disasters can leave the population feeling powerless, weak in our inability to control the elements, we continue to sustain our resolve, standing together stronger than ever. While Hurricane Sandy devastated millions of Americans on the east coast, ravaging communities up and down the seaboard, we have weathered the storm hand-in-hand, leveraging our ability to communicate as the prime tool for preventing harm and aiding victims promptly and proactively. Read more »
Mila D'Antonio | November 5, 2012
When engaging in social media, "likes" don't always equal loyalty. Many companies have come to realize that true customer loyalty and engagement takes more than sending promotions to solicit "likes." Read more »
Anna Papachristos | October 17, 2012
When consumers encounter poor mobile phone service, most tend to shake their device in hope of regaining reception. But, when consumers receive poor customer service, shaking a live agent is simply out of the question (and physically impossible, too). With expectations high, customers look for service that solves their problem in a timely, efficient fashion. No matter the channel--email, social, phone, or Web--customer service has become the key driver behind customer satisfaction at all stages of the consumer lifecycle. Read more »
Tom Hoffman | October 16, 2012
Customer centricity is often associated with steps that companies in the private sector can take to build closer relationships with their customers and to deliver products, services, and experiences that are designed with the customer in mind. But customer centricity doesn't just apply to the business world. As a Peppers & Rogers Group white paper points out, a growing number of governments, associations, and non-profits around the world are adopting best practices from the business community and designing citizen-centric offerings Read more »
Cynthia Clark | October 11, 2012
Bridging silos and bringing together data that's hosted in different repositories is a priority for many organizations which want better visibility into their customer data, allowing them to gain better insights on which to base business decisions. Read more »
Anna Papachristos | October 10, 2012
Over the weekend, Mercedes-Benz UK test-drove the first-ever TV-to-Twitter crossover, putting The X Factor viewers behind the metaphorical wheel. To promote their 2013 A-Class line, Mercedes created a 3-part series of commercial advertisements, encouraging viewers to tweet using the #YOUDRIVE hashtag. Read more »
Mila D'Antonio | September 17, 2012
This week marks the start of the official 2012 TV season where networks will introduce a bevy of new comedies and dramas with the hope of attracting the magic number of viewers sufficient enough to get the green light on a second season. Read more »
Anna Papachristos | September 12, 2012
Because of the recession, the average consumer has become increasingly pocket conscious. Since 2008, couponing has seen a 27 percent increase, and with the proliferation of social channels, many brands are beginning to transition their offers from print to digital. While coupons were once pieces of paper clipped from inserts in the weekend paper, connected consumers can print offers online and access coupons on their smartphones, erasing scissors from the equation and putting social media at the center instead. Read more »
Cynthia Clark | September 5, 2012
Social media is offering new ways for organizations not only to reach out to their customers, but also to allow these clients to promote their favorite brands among their social networks. A number of organizations are finding innovative ways to engage with their customers while at the same time promoting themselves over social channels. Read more »
Tom Hoffman | July 31, 2012
There's an interesting discussion going on among contact center professionals on a LinkedIn group based on the following question: "Which of the following technologies do you believe will have the most impact on customer service within the next 5 years?" The choices include: • Mobile Customer Service Apps • Virtual Agents • Video • Agent Desktop Technology Read more »
Mila D'Antonio | July 23, 2012
The 2010 Winter Olympics in Vancouver represented early days for streaming video and mobile. In fact, Steve Jobs unveiled the iPad only a couple weeks prior to the start of the 2010 Games. Read more »
Mila D'Antonio | July 9, 2012
Customers today have numerous opportunities to interact with brands at a variety of touchpoints. Therefore it's critical for companies to leverage such opportunities to engage with customers and build an emotional connection. A growing number of companies are realizing that engagement goes beyond just listening to customers across multiple channels, but also empowering them to advocate for their brands--both through online and offline. Read more »
Tom Hoffman | July 3, 2012
There's been no shortage of discussion lately about how challenging it is to be a CMO. Among the issues faced by CMOs is the ability to effectively manage marketing efforts across various channels that companies use to interact with customers. Siloed channel data makes it particularly tough for CMOs and other decision-makers to gain a complete view of customers and their behaviors across different channels as well as their transactions, preferences, and potential needs. The desire among CMOs and other Read more »
Cynthia Clark | June 28, 2012
A great product is no longer serving as a differentiator for companies. Customers have come to expect great products and services and are making purchase decisions based on the experience that organizations deliver. Read more »
Anna Papachristos | June 27, 2012
We spend too much time looking at screens. We bounce from our phones, to our computers, to our televisions, absorbing commercials, tweets, and status updates ad infinitum. "Windows" have taken on an entirely new meaning. This overwhelming flood of information keeps us glued to these rectangular boxes day in and day out. Read more »
Cynthia Clark | June 21, 2012
Social media has revolutionized the way customers learn about the organizations they do business with. In fact customers are becoming more likely to trust the recommendations of strangers rather than brand adverts. How often do you research a company online before making a purchase? I do it constantly and the proliferation of smartphones is only making this quest for pre-purchase information easier. This means that organizations are under increased pressure to deliver optimal service to each and every customer. Read more »
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