1to1 Magazine - November/December 2008 - (Page 3) November/December 2008 | Volume 10 | No. 6 FEATURES 19 GLOBAL TRENDS: The Quest for Customer Strategy Organizations around the world are putting the customer at the center of their business as never before. This special section goes in depth on the current state of customer strategy worldwide. 20 Profitability Delivered Canada Post proves the correlation between loyalty and business performance. by Kevin Zimmerman 24 All Roads Lead to the Customer Businesses across the globe are discovering that customer focus is no longer optional—it’s an essential strategy for long-term success. by Jeremy Nedelka 28 Global (Customer) Warming Despite battling rising costs, companies around the world are rethinking the role of the contact center as the hub of their customer relationships. by Mila D’Antonio DEPARTMENTS best practices 11 In Social Overdrive Automakers are taking a new community-based, customerfirst approach to selling cars. hot topics 39 DATABASE/ANALYTICS: Geography Is No Match for Data Integration Managing data across geographies is complex. To help simplify the task some companies are integrating processes. expert insight 45 Passion and Data Fuel Buell Motorcycles Eric Buell discusses how his company stays in touch with a devoted collection of motorcycle enthusiasts. 12–13 Mobile Gets a Makeover Three companies integrate the mobile channel into their marketing efforts. 40 CUSTOMER SERVICE: A Refreshingly Unusual Approach to Service Online company FreshBooks uses a personal touch (and fun) to deliver exceptional customer experiences. 46 Can Your Business Get a Date? Mastering social computing is like surviving the senior prom. Will your company be the royalty or a wallflower? 14 Employees Are Customers,Too At Farmers Insurance Group, the sales reps rate customer service. 47 As the World Churns 1to1 speaks with Kerem Can Özkisacik, senior consultant at Peppers & Rogers Group Turkey, to discuss the value of churn analytics. 14 Insurance agents at Farmers Insurance are the “customers” who give satisfaction ratings. 45 Buell Motorcycles reveals its keys to success for staying customer focused. 14 Helio Gets Proactive About Problem Solving The mobile provider stops customer dissent in its tracks. 41 SALES: Putting an End to Cold Leads A little insight can go a long way toward closing a sale. Here’s how some reps are getting it. 15 Play.com Tops U.K. Customer Experience Survey The online electronics retailer scores high in ease of use. 42 MARKETING: Manage Your Reputation Daily—or Your Customers Will Do It for You Social media monitoring allows companies to keep tabs on word of mouth in real time. 16 Trendspotting: Nonprofit Nonprofit organizations are getting creative connecting with constituents. 50 Face to Face with Don Peppers and Martha Rogers, Ph.D. Employee engagement is critical to building a sustainable competitive advantage. 42 It’s not just a question of what customers are saying on social media sites, but also where and when. in every issue 4 1to1media.com 6 Editor’s Note 8 Feedback 17 On the Beat 48 Opportunities 49 Resources We want to hear from you. Contact us at magazine@1to1.com or visit us at www.1to1media.com http://www.1to1media.com http://www.1to1media.com
For optimal viewing of this digital publication, please enable JavaScript and then refresh the page. If you would like to try to load the digital publication without using Flash Player detection, please click here.