Customers don’t want just to be viewed as part of the bottom line. Fortunately, they have a lot more to offer than just what is in their wallets. By tapping into the conversations people are having online and using their Read More…
Peter Fader writes in Customer Centricity that despite everything you may have ever learned about business, all that you’ve been told about customer relations and despite even your gut instinct, the truth is that the customer is not always right. Rather, the right customers are always right. Read More…
Technology for storing and analyzing data has advanced to the point where there is no barrier to track the relationship a customer has with a company, whether it be through commercial transactions, social media interactions, other means, or a combination Read More…
When customer call times rose in its call center, Sprint stitched together data from multiple sources throughout the organization to create a picture of the problem–several representatives were skewing average call times–and figure out how to solve it. Read More…
Until recently if a customer had a bad experience at a store or restaurant, the only people likely to hear about it were the manager or a few friends. But with the proliferation of review sites like Yelp or TripAdvisor, Read More…
CAMBRIDGE, Mass.— There are still surprises that bring a smile to Gary Loveman’s face, even after 10 years as CEO at Caesars Entertainment. He beamed telling the story of an employee award given to a housekeeper named Jadwiga Maruszewska. Hotel Read More…
For call centers, “handle time” – how long it takes to deal with a customer’s issue – is money. So it was a significant problem when Sprint found out that that one of its 45 call centers had a handle Read More…
Real-time decision-making technology is still very new to the market and has few adopters, according to Aphrodite Brinsmead of research firm Ovum. It’s a complicated implementation, integrating several different data streams across departments. But Brinsmead, a senior analyst based in Read More…
IBM researchers are developing an “augmented reality” mobile shopping application that displays product information to shoppers on their smartphones. It is due in some supermarkets before the end of the year. Read More…
Oracle made its second acquisition within a month to build out its Social Platform, a set of offerings designed to help marketers create stronger ties with customers by engaging users of social networks, measuring sentiment and the effectiveness of campaigns. Read More…
