January 2011
Magazine Features
Eye on the Customer
Lauren McKay //
31 Dec 2010
Are consumers comfortable with or creeped out by online data collection tactics?
Marketing Marauders or Consumer Counselors?
Juan Martinez //
31 Dec 2010
How companies can use online behavioral advertising to win customer confidence
Online Behavioral Advertising Regulates Itself
Juan Martinez //
31 Dec 2010
Following FTC's lead, media and marketing associations outline transparency-driven principles
Facebook: The Black Sheep of Online Behavioral Advertising
Juan Martinez //
31 Dec 2010
Will dubious user data-sharing practices hurt the industry?
311: The Agency That Never Sleeps
Koa Beck //
31 Dec 2010
How NYC's non-emergency contact center managed to flourish in the downturned economy, become social media-savvy, and meet the needs of citizens
Reality Check
Supplying the Law of Demand
Denis Pombriant //
31 Dec 2010
Make sure you're delivering messages that customers want to hear
Customer Centricity
Location’s Not Really Where It’s At
Ian Jacobs //
31 Dec 2010
The danger of uniting location-driven applications and customer interactions
The Tipping Point
Consumers Depend on Us
Augie Ray //
31 Dec 2010
Being friended or followed is desirable; fostering trust is more important
Insight
Barcodes Reach a New Dimension
Koa Beck //
03 Jan 2011
QR code software like Microsoft Tag and iCandy is catching on with companies to bridge the digital world with the physical
Most Vendors Embrace Social CRM
Lauren McKay //
03 Jan 2011
A study evaluates the performance of leading vendors
Every Channel Has Its Thorn
Juan Martinez //
31 Dec 2010
Marketers seek to tear down channel silos to improve customer data and build better campaigns
Taxpayers Demand CRM
Koa Beck //
04 Jan 2011
The U.S. government struggles as the entity most resistant to change
Make Your Business Meshy
Juan Martinez //
04 Jan 2011
Social networks and peer communities are changing how products are sold
REAL ROI
Thundering into Social Media
Koa Beck //
04 Jan 2011
J&P Cycles accrues more than 28,000 Facebook fans in less than a year with RightNow for Facebook
In One Channel and Out the Other
Lauren McKay //
04 Jan 2011
Sonos shoots for perfect pitch with its social media and self-service support capabilities
Dingo Brand Sniffs Out a Social Commerce Platform
Juan Martinez //
04 Jan 2011
A pet product retailer dramatically increases average order value by empowering its customers
Secret of My Success
Collecting Feedback Makes Cents
Lauren McKay //
04 Jan 2011
A financial services firm invigorates its VOC program to better understand its business—and its customers