1to1 Magazine Demo

September/October 2008 | Volume 10 | No. 5 FEATURE 19 ways to succeed The Gartner & 1to1 Customer Awards 1to1Media and Gartner have launched a joint awards program to establish a standard of excellence for customer-focused organizations. We honor 19 companies whose customer strategies have boosted employee engagement, built an enterprisewide view of the customer, and transformed data to actionable insight. Together, they deliver a common result: an exceptional customer experience that drives profitable growth. by the 1to1 Media Editorial Staff 19 DEPARTMENTS best practices 11 Putting Care in Patients’ Hands Healthcare firms are finding cost-saving ways to improve the customer experience. hot topics 39 SALES: Miami Heat Schools Its Staff on Sales and Service The art of the sale meets the helpful problem solver. expert insight 44 Textron’s Business Soars by Tracking Customer Loyalty The customer loyalty index has become one of the global manufacturer’s most important strategic measures. 12–13 Loyalty at Work Three companies use rewards programs to build loyalty. 40 MARKETING: Marketing Lends a Helping Hand When service is an element of marketing, it can have a positive impact on customers’ perception of the brand. 14 Redefining the Contact Center Agent Albridge Solutions maximizes its resources. 46 Contact Center Agent as Trusted Advisor Empowering front-line staff can help build profitable service operations. 44 Textron uses a customer loyalty index as a key strategic measure. 41 DATABASE/ANALYTICS: 14 Introducing Enterprise 2.0 More Than Meets the Eye Companies are detecting larger event patterns in their data to get a deeper understanding of their customers. 12 Forty-five percent of marketers use less than 20 percent of their budget on customer loyalty. Companies are bringing social media tools in house to take the pulse of their organizations. 48 Mastering Global CRM 1to1 faculty member Robert Fleming discusses the challenges of teaching CRM. 15 Cigna Dental Drills for Loyal Customers The insurer uses the customer experience as a business differentiator. 42 CUSTOMER SERVICE: Customer Service by Committee Wiki technology allows collaboration among customer service employees and the organization at large. 50 Face to Face with Don Peppers and Martha Rogers, Ph.D. Ugly Americans at our immigration desks? 42 Scotts Miracle-Gro gets to the root of the problem. in every issue 4 1to1media.com 6 Editor’s Note 8 Feedback 18 On the Beat 45 Resources We want to hear from you. Contact us at magazine@1to1.com or visit us at www.1to1media.com http://www.1to1media.com

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1to1 Magazine Demo Contents 1to1media.com Editor's Note Feedback Putting Care in Patients' Hands Loyalty at Work Redefining the Contact Center Agent Introducing Enterprise 2.0 Cigna Dental Drills for Loyal Customers On the Beat 19 Ways to Succeed Miami Heat Schools Its Staff on Sales and Service Marketing Lends a Helping Hand More Than Meets the Eye Customer Service by Committiee Textron's Business Soars by Tracking Customer Loyalty Resources Contact Center Agent as Trusted Advisor Mastering Global CRM Face to Face with Don Peppers and Martha Rogers, Ph.D.

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