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Industry Buzz & News: 5/06/10

Legal/Regulatory: New U.S. push to regulate internet access. Campaigns & Creative: Yahoo's new ad isn't bad but it's still a waste of $80 million. Staples keeps customer  [...]
Posted: Thursday, May 6th 2010

Online Tools Push E-Tailer Profits. Too Bad Few Use Them

E-Tailers have an aversion to deploying technology that could boost profits - a surprising insight given, well, the nature of their business and given the state of retail in general over the past year. Yet studies and anecdotal evidence point to this conclusion. One new study by Ovum, commission by StellaService, found that customers are willing to pay a 10.7% premium for 'excellent' online customer service - an amount that was sized in the aggregate to be $17.3 billion a year. That is a surp  [...]
Posted: Friday, March 19th 2010

Social Customer Service Gets Tested Post Holiday

This will be the first holiday season that social network customer service - companies that use Twitter or Facebook to augment more traditional customer service operations - will be truly tested. Last year only a handful of major companies, including most notably Best Buy, had turned to Twitter or Facebook to answer questions about gadgets or return policies. This year dozens of large companies such as Comcast, Dell, Southwest Airlines and AT&T - and their customers - are relying on Twitter t  [...]
Posted: Monday, December 28th 2009

Commentary: Contact Centers Can Use Social Networking Sites to Improve Customer Service

The following is a commentary from Aphrodite Brinsmead, customer interaction technologies analyst at Datamonitor, on the opportunity for contact centers to use social media to improve customer service. This material was syndicated with permission from Retailer Daily. Twitter and Google as customer   [...]
Posted: Wednesday, February 11th 2009

LL Bean: Best Customer Service Across All Formats

For providing great customer service, LL Bean is once again hailed as the No. 1 in retail, according to the fourth annual NRF Foundation/American Express Customers' Choice survey, conducted by BIGresearch, writes Retailer Daily. Surveyed shopper  [...]
Posted: Thursday, January 15th 2009

Top Amazon Reviewers Get the PR Treatment

In a resource-saving public relations move, Amazon.com is using some of its most zealous users to give reporters -- and customers -- the 411 on the best holiday gifts. Amazon's "Holiday Customer Review Team" purports to help consumers make more informed buying decisions by "telling it like it is," said the company.  Users share share top gift picks and give tips on how to cut costs on a dedicated review   [...]
Posted: Monday, December 1st 2008

Salesforce to Sell Google Apps; Microsoft Officially Challanged

Google and Salesforce have deepened their existing relationship, presenting a more formidable challenge to Microsoft's suite of productivity software. The partnership integrat  [...]
Posted: Monday, April 14th 2008

Pitney Bowes' Customer Communications Software Adds Email, SMS

Pitney Bowes' Group 1 Software division has added e-messaging to its Customer Communications Management suite. Software owners can now create and manage email and SMS communications with customers. The suite manages message delivery status notification and archives print and electronic communications, which can be accessed when customers contact call centers.  [...]
Posted: Wednesday, December 12th 2007

Shift in Retailers' Strategy: Customer Service a Key Success Factor

Most retailers have come to realize the importance of customer service and are being proactive in removing barriers to delivering a superior shopping experience, according to a recent benchmark survey, The State of Retail Workforce Management, writes MarketingCharts. The survey was conduct  [...]
Posted: Wednesday, November 14th 2007

Social Commerce Gaining Ground among Online Retailers

Online retailers are tapping into user-generated content (UGC) as a way of increasing sales and improving customer satisfaction, according to research published Wednesday by E-consultancy and Bazaarvoice, MarketingCharts reports. Some of the findings of "  [...]
Posted: Thursday, August 2nd 2007

Call Center Remote Agents Help Increase Efficiency, Reduce Costs

Over 35 percent of best-in-class (BIC) companies have experienced greater than 10 percent improvement in customer satisfaction upon implementation of remote agents - i.e., the creation of virtual call centers via a blending of locations, home-based agents and offshoring - according to a recent Aberdeen survey,   [...]
Posted: Wednesday, August 1st 2007

For Search Engines, Privacy is the New Black

Major search engines, including Yahoo, Google and MSN, are bending over backward to update retention policies, minding concerns that consumer search data sits in their hands for far too long, according to ZDNet. Recently Ask publicly announced the development of AskEraser, which purges search data completely. And on M  [...]
Posted: Wednesday, July 25th 2007

Wal-Mart Adds Consumer Opinion to Priority List

After nailing fifth-place in online visits for retail sites last June, Wal-Mart has finally decided to loosen a bit of corporate tie and let consumer reviews stream in. Advertising Age reports (via Peter Hershberg of Reprise Media) that Wal-Mart's plan to allow user-generated reviews on its site may significantly increase search engine traffic. The reviews alone will give the retail Goliath thousands of new  [...]
Posted: Monday, July 23rd 2007

PowerReviews Loosens the Staples on Consumer Gabber

PowerReviews has announced its inclusion of a tag-based customer review solution on Staples.com, making Staples the first office products retailer to provide this service. PowerReviews' tag-based approach offers "at-a-glance" Review Snapshots, streamlining the process of finding both quality products and quality reviews. Reviews written by "Verified Buyers" are also clearly identified.  [...]
Posted: Friday, July 20th 2007

Fees, Regulations Bring VoIP Closer to Standardization

In what can perhaps be considered a silver lining for VoIP proponents, the FCC is increasingly treating VoIP services like traditional phone services, having recently required operators and equipment manufacturers to support disability access such as the 711 dialing service, reports Ars Technica. The new ruling means operators, such as Vonage, and manufacture  [...]
Posted: Tuesday, July 3rd 2007

Intel Launches Chinese Tech Blog

Hoping to broaden its social media horizons, Intel has just launched a Chinese-language tech blog, reports Rohit Bhargava of Ogilvy PR. The effort is still in its infancy, but Bhargava divulges that Intel will soon unroll blogs in other languages. This strategy was designed to draw attention to the expertise of Intel empl  [...]
Posted: Thursday, May 24th 2007

Foodies Dip Fingers into Online Reviews

Diners are getting mouthy on sites for amateur restaurant reviews, with over one-third of adults saying they check the word on the Web before visiting new restaurants online, eMarketer notes. The figure comes from 2006 research by the National Restaurant Association, which reports a 13 percent jump from confessed pre-dinner trawlers in 1999. Top sites for amateur restaurant reviewers include Dinesite, Ci  [...]
Posted: Friday, May 11th 2007

Study: Sales Intimately Bound to Online Presence

A new study from GroupM reports consumers now expect a Web presence - and companies should comply, regardless of how business fares online, reports Adweek. The study reports, "Consumers expect every brand or service to present itself in some kind of online environment, and expect this presence to be of use or interest and to furnish a substantial or involving experience." This "invol  [...]
Posted: Wednesday, May 9th 2007

Search Engines Grant Traffic, Not Love

A recent Boston University Study finds the majority of blog traffic can be directly attributed to search, according to Web Pro News. Traffic is considered a critical component to calculating a website's value. Despite the intimacy between traffic and search, however, optimizing a blog for   [...]
Posted: Wednesday, April 18th 2007

Study: Companies Ignore Half of Customer Emails

People who contact companies through email are waiting longer to get a response - if they get one at all, writes CBC News, citing a new study by Hornstein Associates. Only half of the contacted companies bothered to respond at all - down from a high of 86 percent five years earlier. Hornstein said this year's 24-hour turnaround rate was the lowest since the first survey was conducted in 2  [...]
Posted: Friday, April 13th 2007