1to1 Magazine Demo

1to1media.com web exclusive The Melting Pot Dishes on Employees In today’s competitive economy it is especially important to deliver an emotional and memorable customer service experience—one that can only be achieved through a diligent training program. Bob Johnston, CEO of The Melting Pot, talks about the company’s “Perfect Night Out,” an employee training and rewards program that teaches employees how to delight customers at every touchpoint of the dining experience. “We believe in learning and we’re committed to it,” Johnston says. > www.1to1media.com/links/meltingpot.html Xfactor Listen to Me When you take away all the fancy tools, satisfaction surveys, and reams of data, all customers really want is for the companies they do business with to listen to them. Loyalty programs can be an incredibly powerful tool to create that understanding, if used correctly. They can provide a forum for customers to talk with an organization on a regular basis, as well as a platform for companies to provide relevant communication back to customers. Luc Bondar, global vice president of loyalty for Carlson Marketing, discusses how organizations can make the most of the power of listening in the latest “Challenge Busters” video. Podcast PayPal Invests in Customer Experience Barry Herstein recently became the new chief marketing officer at PayPal. The online payment company is taking its strategy beyond its traditional eBay relationship to become a global financial services powerhouse. In the newly created position, Herstein is challenged to build a global brand and advance its unique business model. We sat down with him to discuss the details. In this interview with 1to1 Media Senior Editor Kevin Zimmerman, Herstein explains the challenges of the position and how PayPal plans to continue its global growth alongside parent company eBay. >www.1to1media.com/links/challengebusters.html > www.1to1media.com/links/paypal.html Think Customers: The 1to1 Blog Take a Look at Priority Dialing Excerpt from an August 5 post by Don Peppers Every night I debate with myself whether to leave my mobile phone on or not.Two weeks ago I awakened to the buzzing sound of my phone in “vibrate” mode, only to find that Verizon Wireless had chosen 4 in the morning to send me some text messages regarding two phone numbers I had sought from its “Information” line the previous day. Neither Verizon nor Motorola is providing the service I really need, which is the ability to screen my calls automatically by time of day.… The manufacturer, for instance, could easily design a mode for the phone allowing “priority” designated numbers in the speed dial registry to get through, while “nonpriority” numbers go to voicemail. But the network company could make it even simpler. I should be able to go online and set up this priority system myself for every number on my registry. But so far, neither company has provided this kind of service. > www.1to1media.com/links/citi.html Jim Holsinger Owner/Mechanic, Holsinger’s Automotive Repair Mr. Holsinger is the only mechanic that I have ever known that cares more about his customers than he does [about] making money. When I get into my car each and every day, I know that I am safe because Mr. Holsinger takes care of my car. Right before my granddaughter was born, our daughter called to tell us that she was going to have to be delivered the next day. We were going to rent a car, because ours needed some work done to it. When I called Mr. Holsinger to reschedule my appointment he told me to bring the car in right away and he would get the work done, check it, and make sure that our vehicle was travel ready. It meant that he worked until 5:30 that day for me to pick up our car, but it was done just as he had promised. He pays such attention to detail, does outstanding work, and doesn’t charge your first born as payment. — Tonya Young 4 1to1 magazine > To nominate an Everyday Champion, go to www.everydaycustomerchampion.com http://1to1media.com http://www.gonewmarketing.com http://www.1to1media.com/links/meltingpot.html http://www.1to1media.com/links/challengebusters.html http://www.1to1media.com/links/paypal.html http://www.1to1media.com/links/challengebusters.html http://www.1to1media.com/links/paypal.html http://www.1to1media.com/weblog/2008/08/mobil_phones_are_you_loyal_to_1.html#more http://www.1to1media.com/links/citi.html http://www.1to1media.com/links/citi.html http://www.gonewmarketing.com http://www.everydaycustomerchampion.com

Table of Contents Feed for the Digital Edition of 1to1 Magazine Demo

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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