1to1 magazine
On the Move - The 2009 1to1° Customer Champions keep their businesses on track by focusing on the customer.
Maximizing Value Through Customer Relationships
FEATURES
17 On The Move
The 2009 ito1°Customer Champions keep their businesses
on track by focusing on the customer. by the 1101 Editorial Team
32 Mysterious Case of the Hidden Customer Preferences. SOLVED!
Pay close attention to the voice of the customer, to get clued into what otherwise might have been a missed opportunity. by Jason Compton
DEPARTMENTS
best practices
11 Don't Get Paralyzed by Company Policies
One credit union cut restrictive policies to motivate employees to act in the best interest of customers.
12 The Best Source of Customer Insight
The 1tol Media 2009 Voice of the Customer survey reveals marketers' preferred feedback channels.
12 New York Life Invests in Customer Sentiment
The insurer uses its contact center to collect and distribute customer feedback throughout the company.
13 TesaTape Gets Transparent With VOC
Tesa Tape links its VOC program to its CRM system to better F track and act on customer
feedback.
11 San Francisco Credit Union tossed restrictive company policies to better serve customers.
hot topics
41 MARKETING: Old-Fashioned Meetings Get a Digital Upgrade
Virtual events have all the benefits of an in-person meeting without the expense and headache of actually going to one.
42 CUSTOMER SERVICE:
Chat Your Way to
Customer Service Excellence Online chat enhances the customer experience while lowering the cost to serve.
43 SALES:
Walk Away From
Prospects Now to Save Relationships Later
The days of "all or nothing" customer acquisition strategies are over. A long-term customer relationship begins with finding the right customers in the first place.
44 DATABASE/ANALYTICS: Dashboards: No Longer a Luxury
Organizations are deploying dashboards across departments to hold employees responsible for customer metrics.
expert insight
46 Giving New Meaning to Grass-Roots Marketing Davey Tree's Sandra Reid discusses how she cross-fertilizes her marketing skills in a growing employee-owned company, and how a brand initiative is branching out from Davey Tree's deep heritage.
48 (Non) Risky Business Rewarding stable customer behavior and proactively managing risk can build customer relationships as well as company value.
49 Creating an
Ownership Culture Five steps for building customer and employee engagement to a level that creates competitive advantage.
50 Face to Face with
Don Peppers and
Martha Rogers, Ph.D.
Six essential actions executives must take to ensure the success of their firm's customer strategy.
49 Joe Wheeler discusses the steps for building competitive advantage.
> On the cover (left to right) Maryellen Abreu, iRobot; Om Kundu, SunTrust Banks; Fran Horner, North Shore University HealthSystem; Stuart Roesel, EarthLink; Stormy Simon, Overstock.com; Tim Collins, Wells Fargo; Barbara Graovac, Thompson Reuters Healthcare Cover photography: Susan Farley
Magazine
8" X 10-3/4"
52 pages
Summer 2009 I Volume 11 I No. 2
Good condition, Label on front covering address
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