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Delta Banks on 19,000 Windows Phones to Ramp Up Customer Service
August 26, 2013
Delta Air Lines has outfitted its more than 19,000 flight attendants with Windows Phone 8 mobile devices that it expects will further customer service and facilitate on-board transactions. Specifically, the flight attendants are now using Nokia Lumia 820 devices equipped with a Delta-specific application developed by Avanade on the Microsoft Dynamics for Retail mobile point-of sale platform.
J.Crew Earns Top Marks on Retailer Report Cards
August 23, 2013
Top brands continue to push the envelope in customer service generally, but that's particularly true in the online sphere. So reports StellaService, which just this week published new data that ranks the top retailers in terms of customer service performance over the last month. "Some of these guys are consistently at the top of their category," said StellaService's Kevon Hills.
Wireless Customers Warm Up to Online Buying
August 19, 2013
Wireless customers are generally much happier with the quality of service they receive from providers via the companies' self-service websites than through other outlets, a new survey from J.D. Power reveals. In addition, they're happiest with AT&T among service providers, the study found. The semiannual report was split into two parts, focusing on full-service and noncontract purchase experiences.
Nice Systems Gives Customers Face Time With CSRs
August 12, 2013
Nice Systems has introduced a Contact Center Video Recording platform to its Nice Interaction Management suite. While not in great demand yet, this feature surely will draw more interest if customer service and regulatory trends continue on their current trajectory. The feature allows organizations to monitor and track customer service that is provided via video-enabled contact centers.
Zozi: It's All About the Experience
August 08, 2013
Zozi, which connects customers to activity-related adventures or trips -- say sailing lessons or rock-climbing tours -- rolled out a CRM system earlier this year that is an offshoot of an acquisition the startup made at the end of 2012. The name of the CRM system is "Zozi Advance," and it is a build-out from a system the company acquired when it purchased TripFlavor.
End of a Short Road?
August 07, 2013
I've been having so much fun lately that I may have missed something, but let me ask -- have we already reached the end of the customer experience trend? I think CX still has a lot of life in it, but let me play devil's advocate for a moment. "CX" is a nebulous term and idea, and its discussion leads to all kinds of confusion about its meaning. Is CX about how the customer uses your product?
Sales Get the Glory but Retention Gets the Gold
August 02, 2013
If you want glamour, status and prestige within your company, go out and get new customers. If you want to stay in business, specialize in keeping the ones you have happy and loyal. Customer retention isn't flashy, and it doesn't earn extra pats on the back from executives or big promotions -- which is a shame, because it's usually more profitable over the long term than hauling in new accounts.
Samsung Bests Apple on Customer Satisfaction
August 01, 2013
Apple's iPhone may frequently be viewed as the leader in the smartphone category, but it's actually two Samsung devices that got the highest scores in a recent smartphone customer satisfaction study from American Customer Satisfaction Index. Specifically, Samsung's Galaxy S III and Galaxy Note II tied for the top two scores in the new survey, ACSI reported on Wednesday.
CBS, Time Warner Leave Customers Hanging in the Breeze
July 31, 2013
CBS viewers who get their broadcast TV service via Time Warner may have felt a little bit like the characters in summertime drama Under the Dome in the last 24 hours or so. Specifically, as part of a battle over retransmission fees, the cable giant on Monday briefly pulled CBS from its lineup in several key markets, effectively cutting off CBS for millions of viewers.
Tech Vendors Are Treating Customers Worse Than Before
July 26, 2013
Businesses depend on their customers, and it would make sense that good customer service would translate into loyalty and sales, but high-tech vendors don't seem to have gotten the message. The average customer experience rating for tech vendors fell from 58 percent to 52 percent since last year, in on a survey of 800 IT professionals on their customer experiences with 54 large high-tech vendors.
Ask Customers (Online) and Ye Could Receive
July 11, 2013
If ever there was a case for conducting online customer surveys, Adam Lasky, global social media coordinator at Spreadshirt, has lived it. "A week after a customer makes a purchase on the Spreadshirt platform, we follow up with a customer review survey," Lasky said. That's how the company learned that its customers usually had clear expectations about shipping times.
Adobe Snaps Up Neolane in Marketing Automation Push
July 01, 2013
In an effort to build its cross-channel marketing capabilities, Adobe on Thursday announced that it will acquire Neolane, a provider of cross-channel campaign management technology, in a $600 million cash deal. Neolane integrates online and offline marketing data from across an enterprise, performing audience segmentation and delivering marketing messages across numerous channels.
Local Firms Can Ignore Online Reviews at Their Peril
June 28, 2013
It's no secret that online reviews play a key role in consumers' purchase decisions, but that's increasingly true for local brands as well, according to a report published Tuesday by BrightLocal. More and more, consumers are using the Internet to find local businesses, according to the company's Local Consumer Review Survey 2013.
Thunderhead.com Smooths Out the Wrinkles in Customer Communication
June 17, 2013
Almost a year after launching its ONE Correspond for Salesforce, Thunderhead.com rolled out version 2.0. A part of the company's flagship ONE Engagement Platform, ONE Correspond for Salesforce allows users to create communications for customers. Via Salesforce's Chatter, it also has strong collaborative features that give users a way to review, edit and approve documents internally.
Overdraft Protection May Do More Harm Than Good
June 12, 2013
Overdraft costs on consumer checking accounts vary widely across financial institutions and often result in more costs and more involuntary account closures for consumers who opt into such coverage, the Consumer Financial Protection Bureau reported on Tuesday. "Consumers need to be able to anticipate and avoid unnecessary fees on their checking accounts," said CFPB Director Richard Cordray.
When Mobile CRM Goes Too Far, Part 3
June 10, 2013
Mobile everything is the current computing zeitgeist and if that means turning an app or function that is perfectly suited for desktop use into a mobilized one, well, as the thinking goes at so many companies now, just do it. However, mobilizing an app -- even a front-office CRM app -- should not be undertaken lightly. Costs, security issues and customer attitudes all must be considered.
When Customers Get the Shaft, Companies Are the Biggest Losers
May 23, 2013
Do you ever wonder why some companies flourish and grow while others struggle? Why you love doing business with some but not others? It all has to do with how they interact with customers. Hilton Head Island in South Carolina has become my family's favorite vacation destination. There are two big brand name hotels there, and we've experienced a big difference in the way they treat customers.
How to Muff a Mobile Marketing Campaign, Part 2
May 13, 2013
You wouldn't think it was easy to bungle a mobile marketing campaign -- but it definitely is doable. Six in 10 decision makers planned to increase their companies' mobile marketing budgets in 2013, Forrester said earlier this year, reporting on a survey conducted for Acquent. However, 42 percent of those respondents were worried about achieving ROI. They have good reason to be.
New Tools Play Up Twitter Games, Polls for CRM
May 02, 2013
Fan Appz provided more tools for digital marketers Wednesday when it added a suite of Twitter features to its real-time customer feedback platform. The new features help brands interact with followers by running polls, hashtag games and loyalty-based reward activities on the social network. Those interactions can help build a brand's database.
United Sinks to Bottom of Customer Satisfaction Barrel
April 09, 2013
Airline travel experiences were relatively satisfactory for passengers in 2012, based on a number of metrics -- except for the most telling one of all: customer complaints. Those rose sharply, according to the Airline Quality Rankings Report, which examined 14 of the largest U.S. airlines and their performance. Overall, Virgin America claimed the highest customer satisfaction rank, while United Airlines scored the lowest.

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