tag:www.1to1media.com,2007-09-25:/weblog//1 2009-07-06T14:13:21Z Engage the 1to1 Media editors on the topics driving customer strategy Movable Type 4.21-en ThinkCustomersThe1to1Bloghttp://feedburner.google.com tag:www.1to1media.com,2009:/weblog//1.2084 2009-07-06T13:46:52Z 2009-07-06T14:13:21Z

Yesterday the Yankees won for the 10th time in 12 games. It's an impressive run, and many Yankee fans are excited that they are almost caught up to the Red Sox. But once again the customer experience at Yankee Stadium let me down, and I'm not sure I want to return until the stadium staff changes its policies.

Elizabeth Glagowski http://www.1to1media.com Yesterday the Yankees won for the 10th time in 12 games. It's an impressive run, and many Yankee fans are excited that they are almost caught up to the Red Sox. But once again the customer experience at Yankee Stadium let me down, and I'm not sure I want to return until the stadium staff changes its policies. http://www.1to1media.com/weblog/2009/07/more_customer_troubles_at_yank.html tag:www.1to1media.com,2009:/weblog//1.2083 2009-07-02T19:42:39Z 2009-07-02T19:53:52Z

I was at a Verizon store today for service on my phone, which stopped working yesterday. Normally from what I hear the associates there are fairly helpful (they've been average at best the few times I've been there), but today that definitely wasn't the case.

Jeremy Nedelka www.1to1media.com I was at a Verizon store today for service on my phone, which stopped working yesterday. Normally from what I hear the associates there are fairly helpful (they've been average at best the few times I've been there), but today that definitely wasn't the case. http://www.1to1media.com/weblog/2009/07/how_not_to_treat_a_customer.html tag:www.1to1media.com,2009:/weblog//1.2082 2009-07-01T15:23:07Z 2009-07-01T15:37:41Z

For the entire month of June, I drove a rental car while my own vehicle was getting repaired. I rented from Enterprise Rent-A-Car and wrote about my initial experience in this blog.

Mila D'Antonio http://www.1to1media.com For the entire month of June, I drove a rental car while my own vehicle was getting repaired. I rented from Enterprise Rent-A-Car and wrote about my initial experience in this blog. http://www.1to1media.com/weblog/2009/07/completely_satisfied.html tag:www.1to1media.com,2009:/weblog//1.2081 2009-06-30T17:44:32Z 2009-06-30T17:51:53Z

I attended the Forrester Customer Experience forum in NYC on June 22 and was particularly impressed by the speech keynote speaker Wayne Peacock of USAA gave. Peacock is the executive vice president of Enterprise Business Operations at USAA.

Jennifer Munsey http://www.1to1media.com I attended the Forrester Customer Experience forum in NYC on June 22 and was particularly impressed by the speech keynote speaker Wayne Peacock of USAA gave. Peacock is the executive vice president of Enterprise Business Operations at USAA. http://www.1to1media.com/weblog/2009/06/usaa_weathers_the_storm_with_k.html tag:www.1to1media.com,2009:/weblog//1.2080 2009-06-30T10:44:06Z 2009-06-30T16:36:23Z

Some companies call them "office of the chairman" accounts, while others simply refer to them as key clients. These are the flagship clients that propel your growth in good times and provide essential ballast in a downturn. They are broad and deep, transcending any one individual or service offering. Usually, they endure for years. These trusted partnerships account for a disproportionate share of most firms' revenues, profits, and intellectual capital. An archetypical example is Booz Allen Hamilton's 70-year relationship with the U.S. Navy.

Guest Blogger http://www.1to1media.com Some companies call them "office of the chairman" accounts, while others simply refer to them as key clients. These are the flagship clients that propel your growth in good times and provide essential ballast in a downturn. They are broad and deep, transcending any one individual or service offering. Usually, they endure for years. These trusted partnerships account for a disproportionate share of most firms' revenues, profits, and intellectual capital. An archetypical example is Booz Allen Hamilton's 70-year relationship with the U.S. Navy. http://www.1to1media.com/weblog/2009/06/guest_blogger_andrew_sobel_mov.html tag:www.1to1media.com,2009:/weblog//1.2078 2009-06-29T13:30:00Z 2009-06-28T18:42:29Z

In the last few days I've met with two airlines and discussed with each what we consider to be "best practices" for frequency marketing programs. I also got a personal experience, courtesy of British Airways, in "worst practices" for frequent flyer programs. In Martha's and my opinion, the best frequency marketing programs (whether for airlines or other firms) have five qualities: Insight, modularity, openness, customer management, and simplicity.

Don Peppers http://www.1to1media.com In the last few days I've met with two airlines and discussed with each what we consider to be "best practices" for frequency marketing programs. I also got a personal experience, courtesy of British Airways, in "worst practices" for frequent flyer programs. In Martha's and my opinion, the best frequency marketing programs (whether for airlines or other firms) have five qualities: Insight, modularity, openness, customer management, and simplicity. http://www.1to1media.com/weblog/2009/06/frequency_marketing_programs_-.html tag:www.1to1media.com,2009:/weblog//1.2079 2009-06-29T13:16:21Z 2009-06-29T13:26:52Z

I've heard a new term coined that I think will catch on...social customer service. It's the practice of using social media for customer service purposes. But I've always thought customer service is supposed to have a social aspect to it if it's going to be useful. To me, social media is just another platform that companies can use to connect with customers. It shouldn't be considered separate from "regular" customer service.

Elizabeth Glagowski http://www.1to1media.com I've heard a new term coined that I think will catch on...social customer service. It's the practice of using social media for customer service purposes. But I've always thought customer service is supposed to have a social aspect to it if it's going to be useful. To me, social media is just another platform that companies can use to connect with customers. It shouldn't be considered separate from "regular" customer service. http://www.1to1media.com/weblog/2009/06/social_customer_service.html tag:www.1to1media.com,2009:/weblog//1.2077 2009-06-26T15:08:55Z 2009-06-26T15:17:47Z

Starbucks CEO Howard Schultz is known for his mantra that Starbucks is not in the coffee business, but instead is in the customer business serving coffee. Similarly, during his keynote presentation at the Forrester Research Customer Experience Forum 2009, Virgin America CEO and President David Cush said, "We're in a customer service business, not a moving airplanes around business."

Ginger Conlon http://www.1to1media.com Starbucks CEO Howard Schultz is known for his mantra that Starbucks is not in the coffee business, but instead is in the customer business serving coffee. Similarly, during his keynote presentation at the Forrester Research Customer Experience Forum 2009, Virgin America CEO and President David Cush said, "We're in a customer service business, not a moving airplanes around business." http://www.1to1media.com/weblog/2009/06/virgin_americas_customer_exper.html tag:www.1to1media.com,2009:/weblog//1.2076 2009-06-25T20:08:54Z 2009-06-25T20:10:22Z

Can there be only one dominant general-interest social network? It appears that question is closer to being answered after MySpace fired 30 percent of its US staff and a large number of international staff over the last week. But does that mean the site will fade into irrelevance? Does it mean MySpace's business model was flawed? Or is this just another step toward resurgence?

Jeremy Nedelka www.1to1media.com Can there be only one dominant general-interest social network? It appears that question is closer to being answered after MySpace fired 30 percent of its US staff and a large number of international staff over the last week. But does that mean the site will fade into irrelevance? Does it mean MySpace's business model was flawed? Or is this just another step toward resurgence? http://www.1to1media.com/weblog/2009/06/100_million_users_not_enough_f.html tag:www.1to1media.com,2009:/weblog//1.2074 2009-06-24T15:51:25Z 2009-06-24T16:38:09Z

Know the customer. It's a mantra that has been repeated and implemented by companies in recent years. Lately, that mantra is not only being used to deliver tailored experiences to customers, but also to ensure concise merchandising.

Mila D'Antonio http://www.1to1media.com Know the customer. It's a mantra that has been repeated and implemented by companies in recent years. Lately, that mantra is not only being used to deliver tailored experiences to customers, but also to ensure concise merchandising. http://www.1to1media.com/weblog/2009/06/a_return_to_old-fashioned_cust.html tag:www.1to1media.com,2009:/weblog//1.2073 2009-06-23T19:17:23Z 2009-06-23T19:37:28Z

It's a given--especially in the current economy--that customers want the best value for their money. The catch, however, is that different customers define value differently. For some, value equates with product functionality or brand image; for many, though, it means price. Heavily price-focused customers can create a heady challenge for businesses.

Ginger Conlon http://www.1to1media.com It's a given--especially in the current economy--that customers want the best value for their money. The catch, however, is that different customers define value differently. For some, value equates with product functionality or brand image; for many, though, it means price. Heavily price-focused customers can create a heady challenge for businesses. http://www.1to1media.com/weblog/2009/06/the_customer_conundrum.html tag:www.1to1media.com,2009:/weblog//1.2071 2009-06-23T10:26:18Z 2009-06-23T02:35:58Z

Recently I switched insurance companies after being with the same company for more than 20 years. Several times over the years I had considered shopping around, looking for a better rate and service. I guess you could say I either got comfortable or maybe I was just too lazy to make the switch. Before finally shopping around I made a customer experience list of pros and cons to help me decide if I should stay or leave. My list looked something like this:

Guest Blogger http://www.1to1media.com Recently I switched insurance companies after being with the same company for more than 20 years. Several times over the years I had considered shopping around, looking for a better rate and service. I guess you could say I either got comfortable or maybe I was just too lazy to make the switch. Before finally shopping around I made a customer experience list of pros and cons to help me decide if I should stay or leave. My list looked something like this: http://www.1to1media.com/weblog/2009/06/guest_blogger_patricia_l_jacks.html tag:www.1to1media.com,2009:/weblog//1.2072 2009-06-23T04:55:27Z 2009-06-23T05:02:03Z

"Although your customers may be buying less, they care about how you treat them even more." So said Bruce Temkin, a Forrester vice president and principal analyst, during his keynote yesterday morning at the Forrester Research Customer Experience Forum 2009. Temkin likened the customer experience journey to Dorothy's travel to Oz, explaining that success comprises three elements:

Ginger Conlon http://www.1to1media.com "Although your customers may be buying less, they care about how you treat them even more." So said Bruce Temkin, a Forrester vice president and principal analyst, during his keynote yesterday morning at the Forrester Research Customer Experience Forum 2009. Temkin likened the customer experience journey to Dorothy's travel to Oz, explaining that success comprises three elements: http://www.1to1media.com/weblog/2009/06/customer_experience_the_journe.html tag:www.1to1media.com,2009:/weblog//1.2069 2009-06-22T14:55:49Z 2009-06-22T15:04:36Z

We've come a long way from the soda jerk at the corner candy store. As reported in Information Week last week, Coca-cola will provide some fast-food restaurants with a soda dispenser with 100 varieties of soda, juice, tea, and flavored waters.

Elizabeth Glagowski http://www.1to1media.com We've come a long way from the soda jerk at the corner candy store. As reported in Information Week last week, Coca-cola will provide some fast-food restaurants with a soda dispenser with 100 varieties of soda, juice, tea, and flavored waters. http://www.1to1media.com/weblog/2009/06/the_analytics_of_soda-pop.html tag:www.1to1media.com,2009:/weblog//1.2067 2009-06-18T13:53:42Z 2009-06-18T13:55:08Z

When I was 14, my father was the half owner of a red-and-white Cessna 150, a 4-seater single engine airplane that had wings above the passengers. When other teenage girls were spending Saturdays on their nails and hair, I was in the co-pilot seat learning to fly.

Martha Rogers http://www.1to1media.com When I was 14, my father was the half owner of a red-and-white Cessna 150, a 4-seater single engine airplane that had wings above the passengers. When other teenage girls were spending Saturdays on their nails and hair, I was in the co-pilot seat learning to fly. http://www.1to1media.com/weblog/2009/06/navigating_the_internet_withou.html