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'Raab Associates officially released the new edition of our B2B Marketing Automation Vendor Selection Tool (VEST) yesterday. This is our flagship report on the industry, with nearly 200 data points on 23 vendors and separate ratings for micro-business, small to mid-size companies, and enterprise marketing departments. There are quite a few vendor comparisons out there, but none come close in the level of detail – which is what you really need to select a system.
'2013 has been an excellent year so far, with our training software and quiz tool receiving rave reviews and winning coveted awards from all corners of the Web. A recent one comes from Review of Web – a technology blog which does in-depth reviews of software and apps. ProProfs being a hosted solution you don’t need to mess with quiz software updates, server maintenance etc.
Putting Customers First: If Not You, Who? Lynn Hunsaker In all my years of meeting about customer responsibilities, I have never once been in the same room both with those who actually lead the move to customer centricity and with the people that prevent the move to customer centricity. There are two reasons for this: first, organizations don't think much about how the business [.
'Customer feedback is an incredibly precious resource that organizations should be tapping into, understanding, and then leveraging insights to make changes within their systems. While many companies understand this, the challenge is turning a theoretic concept into an actionable strategy that leads to business benefits. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
What does customer service excellence look like in 2024? According to our report with insights from CX expert Shep Hyken, customer expectations are at an all-time high, and there’s a bigger shift toward self-service and leveraging AI capabilities.
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'I’ve long said that the best campaign design would be one circle: the system executes the best treatment for each customer, waits a day, and repeats. My point is that elaborate, branching flows are too complex for most marketers to build and maintain, and – because reality is infinitely messier than even the most sophisticated flow chart – will often give customers a sub-optimal treatment.
'In case you were wondering, I see four themes emerging today in B2B marketing automation: services: vendors are bundling their systems with services to help marketers use them, either by offering the services themselves ( LeadLife , MakesBridge , Ontraport (formerly OfficeAutoPilot), RightWave , SalesEngineInternational ) or by creating versions that agencies resell to their clients ( Optify , MindFireInc , many others). sales enablement: systems to share marketing information with sales ( Geni
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'In case you were wondering, I see four themes emerging today in B2B marketing automation: services: vendors are bundling their systems with services to help marketers use them, either by offering the services themselves ( LeadLife , MakesBridge , Ontraport (formerly OfficeAutoPilot), RightWave , SalesEngineInternational ) or by creating versions that agencies resell to their clients ( Optify , MindFireInc , many others). sales enablement: systems to share marketing information with sales ( Geni
'If you’ve heard of Vocus at all, it’s probably as vendor serving public relations professionals. Its core offerings include a huge database of media contacts; media monitoring and social listening; and press release distribution. But since late 2011 the company has also offered a suite aimed at marketers, which now has more than 4,000 paid clients.
'It has taken me some time to form a clear picture of Venntive. It is clearly “all-in-one” sales and marketing software for very small business, combining marketing automation, CRM, and ecommerce along the lines of Infusionsoft and Ontraport (formerly OfficeAutoPilot). It also includes full Web site management and social media monitoring and posting, but those are natural extensions for sales and marketing.
'Videos tutorials are excellent teaching tools. So are PowerPoint presentations. But if you were asked to pick the better one of the two, which would it be? PPTs or Videos…? Tough choice right! With our new PPT & video synchronization feature, you get the best of both the worlds. You can use any video and sync it with a PowerPoint presentation, which will advance automatically to the most relevant slide as the video progresses.
'Tapping into voice of the customer feedback is an essential step in understanding customers'' needs and then aligning engagement strategies, products, and services around the data. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Speaker: Benjamin Woll, Tiffany Spizzo, and Jaime Santos Alcón
Enterprise commerce is at an inflection point. Rigid, monolithic platforms slow brands down, but a full replatforming is disruptive and costly. Modular architecture offers a flexible, scalable alternative - allowing enterprise brands to modernize without ripping and replacing their entire stack. Learn how a composable approach helps modernize commerce stacks while maintaining control over critical systems.
'As customers expand their use of different channels to satisfy different needs, many companies continue to build out their support capabilities across various channels, including social. As companies gain more experience with social support, many contact center leaders are trying to strike a balance between the expectations that customers have for problem resolution and response times and what''s practical from a costs and resource standpoint.
'These are extraordinary times. Of course, I''m not the first person to say these words. That''s how JFK kicked off his man on the moon speech in May 1961. He also said (slightly paraphrased), "We choose to go to the moon in this decade -- not because it is easy, but because it is hard." It''s an inspirational line, but come on. The real reason that JFK decided to put a man on the moon wasn''t because it was difficult.
'Customers have high expectations. Not only do they expect the brands they do business with to provide them with the best products and service, but they want companies to go above and beyond the line of duty and really Wow them with a fantastic experience. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
'I was recently out of state and was overdue for an oil change so I pulled into a Jiffy Lube where I was visiting and had the car serviced there. My overall experience there was rather unremarkable. But there was one distinguishing moment when the mechanic recommended I get the tires rotated that got my own wheels rolling about prior experiences with car mechanics - both good and bad - and just how much customer trust plays into their relationship with auto repair shops.
Forget predictions, let’s focus on priorities for the year and explore how to supercharge your employee experience. Join Miriam Connaughton and Carolyn Clark as they discuss key HR trends for 2025—and how to turn them into actionable strategies for your organization. In this dynamic webinar, our esteemed speakers will share expert insights and practical tips to help your employee experience adapt and thrive.
'The path to customer maturity often seems more like a long and winding road with many stops and starts, detours, and bypasses. The laundry list of things that can go wrong in designing, implementing, and managing the processes and strategies that comprise the successful execution of the customer experience is endless. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
'Innovation is a hot buzzword of the time, but what does it really mean? According to Forrester''s Kerry Bodine, 62 percent of companies drive innovation via technology. But she says that should be only part of the story. At the Forrester Customer Experience Forum in New York last week, Bodine defined customer experience innovation as "the creation of new customer experiences that drive differentiation and long-term value.
'It is no secret that customers have become dependent on their mobile phones. According to research by The Pew Internet Project, as of May 2013, more than 90 percent of American adults had a cell phone and almost 60 percent own a smartphone. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
'Many marketers who have ventured down the path of A/B testing will never veer off course. They''ve come to realize and reap the benefits of applying data-driven decision-making as well as the consequences for not approaching each campaign and website design with an analytical eye. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Speaker: Michael Veatch, Senior Director, Implementations & Ella Aguirre, Director of Solution Consulting
Embedding payments can be a transformative step for software companies looking to enhance their platform capabilities, boost customer satisfaction, and drive long-term growth. However, the success of payments hinges on a single thing: implementation. Drawing on real-world insights and experiences, payments implementation experts Michael Veatch and Ella Aguirre will explore actionable strategies that can lead to a transparent, friction-free launch and mitigate potential challenges like technical
'Contact centers provide an essential service and are often the first point of contact for customers who need to ask a question or require help. What happens during a contact center interaction can shape a customer''s lasting impression of the company. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
'Many learn by doing, while others learn by example. For small businesses, success not only depends upon getting one''s feet wet, but also gathering insight and advice from those that have come before. For House of Steep, a tea house and foot sanctuary located along the Lee Highway in the Washington, D.C. area, community plays an integral role in offsetting the peaks from the pitfalls.
'Sales departments face many challenges today. Finding qualified leads, the need to win more proposals, getting a detailed view into the pipeline, and obtaining a cross-channel view of prospects and customers are just few of the obstacles that prevent sales teams from effectively closing leads. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
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Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.
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'Between politicians at the podium and talking heads on television, most of what the public knows about the Affordable Care Act (ACA) hails from the headlines. But, in less than one year, millions of Americans age 18-64 will be seeking healthcare coverage independently for the first time with little information to guide their decisions. And, as the "2013 Consumer Health Care Market Report" by The Agency Inside Harte-Hanks highlights, many insurers are not yet prepared to handle the projected num
'I''ve just returned from a vacation with my family on the Delaware shore. It turned out to be a great trip. However, it started off on a rough note. On the way to our vacation destination, we attended a family party in New Jersey that was hosted by my nephew and his wife. While we were at the party, my daughter and her boyfriend left early to attend a Taylor Swift concert.
'Not long ago, my mother and I embarked upon a shopping trip. Because most malls lack individuality--no, there does not need to be two Sunglass Huts under one roof--we explored the usual suspects. We perused the stores for worthwhile buys and great deals, but to no avail. It was not until we entered Gap that my mother finally found something that hit her eye.
Speaker: Jay Allardyce, Deepak Vittal, Terrence Sheflin, and Mahyar Ghasemali
As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.
'Back in 1964, Bob Dylan released his third studio album, and the sentiment still holds true today--the times, they are a-changin''. Yet, while people''s habits and behaviors continue to evolve alongside technology''s rapid advancement, the digital world may be growing too fast for many businesses to keep up. Know as Digital Darwinism, this phenomenon highlights the conflict between brands and their environment, and the difficulties that arise for companies trying to maintain the same pace as th
'Does a big bank care about customer experience? And if so - why? Those are the fundamental questions answered for Wells Fargo by its CMO, Jamie Moldafsky, at Forrester''s Forum for Customer Experience Professionals in New York on June 25. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
'Growing up, we often become accustomed to particular brands because of our family''s own attachment. Certain families prefer Pepsi over Coca-Cola, while others enjoy McDonald''s more than Burger King. In my family, when it comes to Bologna, we''ve always relied on Deutschmacher. (No, that''s not spelled O-S-C-A-R.) That is, until our local supermarket stopped carrying our beloved bologna brand.
'1to1 Media''s Tom Hoffman speaks with Steve Kraus, Senior Director of Product Marketing at Pegasystems about the key themes that emerged from the PegaWORLD 2013 event, including the need for companies to become more agile and flexible in their approach to delivering on what customers are looking for. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.
Faster response times mean happier customers Are your customers on hold too long? Nearly half of consumers find hold times unacceptable, and a quarter will leave your brand because of it. Our latest report reveals how companies are affected by wait times and the impact on customer satisfaction. Read the report to get insights into the impact of long hold times and areas for opportunities.
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