Top Customer Experience Management Story
05/15/2012
If you're a company with a brand-new Facebook page and you're nervous about administering it and keeping up with the volume and type of customer contact you're going to get, Facebook may be able to help you. TechCrunch is reporting today that Facebook is integrating a new feature from startup Freshdesk into its features.
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Facebook-Freshdesk Integration Sharpens Facebook's Customer Service Management Features
If you're a company with a brand-new Facebook page and you're nervous about administering it and keeping up with the volume and type of customer contact you're going to get, Facebook may be able to help you. TechCrunch is reporting today that Facebook is integrating a new feature from startup Freshdesk into its features. 05/15/2012 [ Read More ]
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Social Customer Service for a Social World
It's no secret technology has changed our personal lives. Between mobile devices, social media, GPS navigation, e-books and a host of other things, our lives look very different than they did even just ten years ago. Our professional lives have taken a similar hit. 05/14/2012 [ Read More ]
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Experts Believe that Customer Care Tools Should Drive Action, Not Just Insight
CIO.com, which delivers the latest tech news, analysis, how-to, blogs, and video for IT professionals, brings to light some valuable information that contact centers can use to enhance customer satisfaction and revenue. 05/14/2012 [ Read More ]
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Sprint to Implement Amdocs Solution to Improve Customer Experience
Customer experience management solutions provider, Amdocs, is announcing this week that wireless service provider Sprint plans to deploy Amdocs' Smart Agent Desktop, a component of Amdocs' CES (Customer Experience Systems) product portfolio. Sprint chose the solution with a goal of enhancing its customers' experience while providing its contact center representatives (CSR) with a more intuitive, time-saving customer management solution. 05/14/2012 [ Read More ]
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TMCnet Customer Experience Management Technology Week in Review
Another week has come to an end and while some companies continue to prosper with its customer experience management, others are struggling to maintain some sort of customer satisfaction. 05/12/2012 [ Read More ]
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Verizon Wireless Leads Industry in Customer Loyalty
Every year, Verizon Wireless spends billions of dollars to stay ahead of customer demand. This allows the company to meet the requirements of its customers today and in the future. According to the company, the customers of the company have sent a clear message that the company's high-speed network, which is the biggest in the wireless industry; the company's customer service; and its expansive lineup of phones and smartphones give them the best wireless experience in the industry, the company c… 05/11/2012 [ Read More ]
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Verizon Receives Yet Again the 'Business Partner of the Year Award'
Genesys, which works with its customers and partners worldwide to help deliver the experience that today's digital consumers want, recognized the excellent contributions made by Verizon Enterprise Solutions in this area by designating it as the North American Business Partner of the Year. 05/11/2012 [ Read More ]
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Customer Language Skills May be Lacking at Major Companies
Are customer service representatives doing the best possible job they can at major companies like HP and Apple? Or are they lacking in communication and language skills? These questions were recently raised according to a press release that highlighted the most prominent customer complaints. 05/10/2012 [ Read More ]
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Sears Canada Introduces Customer Service Promise
To provide efficient customer service and enhancing customer's shopping experience, Sears Canada is introducing shoppers with exceptional customer service. 05/08/2012 [ Read More ]
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Maxymiser Helps Epson America Improve Online Shopping, Customer Service
Epson America, an innovator in global imaging, recently selected Maxymiser, a global expert in multivariate testing, personalization and optimization solutions, to conduct comprehensive Web site testing, mobile testing and behavioral targeting across its product lines.
To meet customer needs in the growing online segment, Epson recognized the importance of optimizing Web product content, ecommerce and support information. 05/08/2012 [ Read More ]
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Survey Highlights Bottlenecks in Delivering Consistent Customer Service
BAI, a financial services association, conducted a survey across the retail banking sector to determine the extent to which retail banks were able to provide consistent customer service across all channels.
The survey, sponsored by Pegasystems Inc., underscores the importance of its BPM and CRM technology and how it can be used to transform operations and create competitive advantages by ensuring consistent customer service. 05/08/2012 [ Read More ]
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Okuma America Selects the Daniel Group for Customer Service Research
Okuma America Corporation, a U.S. based affiliate of Okuma Corporation and a specialist in the development of computer numeric controls and machining technology, has recently picked The Daniel Group to provide customer service research and strategies for cultivating customer loyalty. 05/07/2012 [ Read More ]
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Lithium Unveils Lithium Response
Consumers are empowered, connected and more communicative than ever before. With the help of social, mobile and cloud platforms, innovative companies can invite these customers to play a totally different role in building an image for their brands. Many companies are doing away with the traditional corporate communications and are engaging passionate, engaged, loyal customers to drive business value. This is called Social Marketing. 05/07/2012 [ Read More ]
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TMCnet's Customer Experience Management Technology Week in Review
Businesses face many challenges including how to understand their online customers. The Internet reduces a two-way interaction between a business and its customer to nothing more than an email, a live chat service, or an automated answering service. Enterprises have been working hard to use technology to better enhance the relationship between it and the customer. 05/05/2012 [ Read More ]
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Huge Disconnect between How Companies Rate Their Customer Service and How Customers Rate It
Does your company provide excellent customer service? If you're like most companies, you probably think so. In reality, if you're like most companies, you probably don't. 05/01/2012 [ Read More ]
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Apple Shows Quality Everywhere, Except Automated Customer Service
Apple is a giant in all things software, but every rose has its thorns.
It turns out their automated customer service line isn't perfect. 05/01/2012 [ Read More ]
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Blue Cod Technologies Helps Client Achieve High Ranking in Fla.-based Customer Satisfaction Survey
Blue Cod Technologies, Inc. recently helped a client carrier obtain a positive ranking in the 2011 customer satisfaction survey, conducted by the Florida Office of Insurance Regulation. The company's high-quality customer service has made this achievement possible for its client. 05/01/2012 [ Read More ]
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CP's Multi-Year Plan Boosts Revenue, Customer Service
Canadian Pacific Railway Limited recently announced that their implementation of the Multi-Year Plan has yielded significant financial gain and enhanced service levels for all its customers.
"Maritime-Ontario Freight Lines has been successful in providing value-added services to meet the sophisticated needs of our customers," said Doug Munro, President, Maritime-Ontario Freight Lines Limited. 04/30/2012 [ Read More ]
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Cleopatra's Choice Records 3000+ Hair/Skin Care Product Reviews
Cleopatra's Choice recently announced a milestone achievement when it reported that it had reached over 3000 genuine customer product reviews. The company provides rare and quality skin care, hair care and beauty products. 04/30/2012 [ Read More ]
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UserVoice Integrates with SugarCRM
UserVoice, a provider of what it calls the easiest CRM solution on the Web, has announced its latest integration with SugarCRM. 04/27/2012 [ Read More ]
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Computer Generated Solutions Launches BlueCherry to Benefit Fashion and Apparel Companies
Computer Generated Solutions (CGS) recently launched its BlueCherry Multi-Channel Merchandise Planning (MCMP) solution. The new solution was officially unveiled at INSIGHT, the tenth annual customer conference of CGS held April 22-25 in Atlantic City, New Jersey. BlueCherry will boost sales, margins, and maximize individual channel results. 04/26/2012 [ Read More ]
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SugarCRM, Ingram Micro Bring Sugar 6.5 to North America
Through a new partnership with Ingram Micro, SugarCRM's flagship customer relationship management (CRM) software will now be available for purchase in the U.S. and Canada.
There has been a high demand for SugarCRM's services in North America for its extensive features and largely cross-platform capabilities. 04/26/2012 [ Read More ]
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Starwood Hotels & Resorts Worldwide Reopens Hotel in Edinburgh
Starwood Hotels & Resorts Worldwide, Inc. recently announced in a press release that it has reopened the Sheraton Grand Hotel & Spa in Edinburgh. The re-launch of the Sheraton Grand Hotel & Spa is part of a multi-year global revitalization strategy. The company plans to invest more than $6 billion over the next few years to reopen their hotels and also build new hotels. 04/25/2012 [ Read More ]
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TriWest Secures Five Years of J.D. Power and Associates Certification
With the Mission to serve America's military families, TriWest Healthcare Alliance has been providing customers with access to high-quality, cost-effective healthcare services and superior customer service to military families since 1996.
With consistently superior customer service, TriWest has achieved J.D. Power and Associates certification for the fifth consecutive year. 04/25/2012 [ Read More ]
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Customer Experience Management Looming Larger on Enterprise Priority Lists, Says Gartner
While customers may not have been on every executive's mind last year, that's not the case this year. (Better late than never!) 04/24/2012 [ Read More ]
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HSGM Appoints New Customer Service Manager to Keep Pace with Recent Growth and Expansion
HSGM Inc., a globally known manufacturer of heat cutting equipment and machines, recently announced a new appointment. 04/24/2012 [ Read More ]
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ForeSee to Release New Mobile Measurement System
Larry Freed, president and CEO at ForeSee, has announced a new mobile measurement technology at the Mobile Shopping Spring Conference in San Diego.
ForeSee is a pioneer in customer experience analytics. 04/23/2012 [ Read More ]
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Online Jewelry 'Sealed' by STELLAService for Outstanding Customer Service
A website that carries the STELLaService seal is proof that it delivers exemplary customer service. Titanium-Jewelry.com is one of these recent websites that have earned the reputation of being reliable online businesses. STELLAService uses private shoppers who review businesses based on their customer service skills. STELLAService's top priority is customers' shopping experiences and determining what businesses offer the best and those who don't. 04/23/2012 [ Read More ]
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TMCnet's Customer Experience Management Week in Review
It was a busy week in terms of Customer Experience Management news this week as multiple businesses announced new collaborative relationships with other services to offer additional solutions to customers. As people continue to demand excellence in customer service, companies are struggling to maintain current client satisfaction, while improving and adding on new services. 04/21/2012 [ Read More ]
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Fathead Selects Experian QAS Email, QAS Pro for Improved Customer Experience
Fathead recently announced it has selected the Experian QAS Email and QAS Pro to help improve its customer experience through enhanced email and address data quality. The company is premier source of life-size and officially licensed sports and entertainment wall graphics and street grips. 04/19/2012 [ Read More ]
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eProcessing Delivers Next Generation of Retail Payment Functionality
eProcessing Network has partnered with Equinox Payments to integrate next-generation payment terminals with ePNRetail software. 04/18/2012 [ Read More ]
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Global Strategic Partnership Formed by Avaya and Airtel for 'Customer Service Excellence'
Bharti Airtel Limited ("Airtel") recently announced that it would be collaborating with Avaya to improve Airtel's customer capabilities across its operations. This partnership will be for a term of 5 years and will look to enhance Airtel's customer service operations worldwide. Airtel is a global telecommunications services provider and has operations in 20 countries spread across Asia and Africa. 04/18/2012 [ Read More ]
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TomTom Helps Clients Leverage Customer Relations through WEBFLEET
TomTom recently announced that it has included a new dispatch feature to its WEBFLEET application, to help clients enhance their customer relations. WEBFLEET is an online application that provides 24 hour workforce management from the PC. The new feature is based on a shortest travel time to enable clients respond faster to their customers and meet high service standards. 04/18/2012 [ Read More ]
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Study: Most Contact Centers Fail to Implement Customer Loyalty Programs
If you're a contact center organization, you understand the importance of customer loyalty program, right? Not necessarily, according to new research published today by Satmetrix, the Net Promoter software company. The report finds that organizations of all sizes may be missing out on the business benefits of a best practice approach to customer loyalty. 04/18/2012 [ Read More ]
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Report: Customer Engagement Help Small Businesses Develop Competitive Engagement
There are three critical areas in which customer engagement is necessary for small business success -- Conversion, Frequency, and Maintenance, according to Jen DeTracey, marketing expert, professional speaker and business trainer. 04/17/2012 [ Read More ]
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XO: The Brand You Want, The Brand You Need
XO Communications has a website that is designed to parallel what they want their brand to represent. An appealing palate of colors and clean menus that guide customers to the appropriate service is a reflection of what the company's vice president of marketing promises customers will get with the whole enchilada. Ernie Ortega, executive vice president of Sales and Marketing states in a press release, "Our new brand reflects the simplicity, focus and discipline of our new strategy -- to offer th… 04/17/2012 [ Read More ]
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Customer Relationship Metrics Debuts Text BI Suite
Customer Relationship Metrics, provider of managed call center analytics and advisory services, has introduced new suite of managed analytics solutions called Text BI. 04/16/2012 [ Read More ]
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nTelagent iPad App Offers 'Go Mobile' Service to Healthcare Registration, Patient Payments
The new iPad application introduced by nTelagent Inc. makes the life of patients easier. Now, with this fully integrated point-of-service solution that has been designed exclusively to manage healthcare accounts, patients don't need to wait for their turn to make payments for their hospital bill. 04/16/2012 [ Read More ]
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TMCnet's Customer Experience Management Week in Review
It was a busy week for businesses as many made headlines trying to promote new customer service benefits and services being offered to its customers. As we all know, customer service can never been improved upon enough, but the more being offered to consumers the more likely they are to come back. 04/14/2012 [ Read More ]
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Satmetrix Net Promoter Benchmark Study: Scottrade Wins Top Spot in Customer Loyalty
There is no company in the world that doesn't want to win customer loyalty. Loyal customers buy more and do free word of mouth promotion of your product or service. According to a study Satmetrix Net Promoter Benchmark 2012, Scottrade, Inc., an investing services company has been recognized as top player in attaining customer loyalty among 11 financial services brands. 04/11/2012 [ Read More ]
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Boeing and Embraer Association to Benefit Customers
Embraer S.A. has entered into a strategic partnership with Boeing BA, which will not only prove to be beneficial to both the organizations but also for all their clients and the aviation industry across the world. As part of the working association between the two organizations, operational competence, safety and output will be enhanced. Similarly the two organizations will strive to enhance customer satisfaction, thereby adding value for both the companies and their customers. 04/11/2012 [ Read More ]
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'Customer Experience' is the New Buzzword in Mobile Connectivity
The need to stay connected has lately been an obsession for communication service providers and their subscribers. In 2012, however, we've seen a shift in focus, now on more mobile developments. 04/11/2012 [ Read More ]
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Limited English Customers Purchase More When Offered Language Support, Report Shows
Sheila McGee-Smith, a researcher and founder of McGree-Smith Analytics LLC, completed a report called, "Delivering an Optimal Customer Service Experience for Limited English Speakers, for her communications firm.
According to Smith, the report concluded that language services a business offers, whether through the phone, online or via email, can influence its growth potential in a variety of ways. 04/11/2012 [ Read More ]
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A Recipe for Social Customer Service
Do you lay awake at night thinking about social customer service? If you are a customer-facing organization, chances are you've given it some thought.
Social customer service, where social media and customer service intersect, is the latest "must-have" program in contact centers and customer support facilities. But it's also a complex, multi-faceted concept that has many organizations wondering where to start. 04/11/2012 [ Read More ]
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Two Supermarket Chains Discontinue Self-Checkout Options Citing Problems and Thefts
Not necessarily, two large grocery chains are finding. The popularity of "check yourself out" lanes may be on the wane. Both Albertson's and Big Y stores say they plan to abandon self-checkout options over what they cited as customer service concerns - if you've ever used this option, you'll know that seldom is the process free of trouble that requires the help of a store employee - while Big Y specifically pointed to rising theft rates as another factor, according to CBS news affiliate CBS San … 04/10/2012 [ Read More ]
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What Does Social Customer Service Offer That Call Centers Don't?
Call center operations have long been a bit of a man-versus-machine battle. While live operator time is heavily valued by customers, it's also exceedingly expensive. Enter the cost- and time-saving technologies of interactive voice response (IVR) and outbound robo-calling. While these technologies automated tedious, common processes and take some of the pressure off live agents, they do so at a cost. They are largely unliked by customers, and using too much automation risks driving customers awa… 04/10/2012 [ Read More ]
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Sword Ciboodle's Customer Engagement Platform Chosen by Domestic & General
Sword Ciboodle, a global provider of customer engagement solutions, recently announced in a press release that its Customer Engagement platform has been chosen by Domestic & General, a warranty services and comprehensive product protection provider for UK and International clients. Domestic & General will be deploying Sword Ciboodle's Ciboodle One, a unified agent desktop offering, and Ciboodle Live, a portal for web self-service. 04/10/2012 [ Read More ]
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Customer Experience Management and BPO Company TeleTech Expands Line of Credit
TeleTech Holdings, Inc., which provides technology-enabled customer engagement and customer experience management solutions, has announced that it has increased the total commitments under its existing line of credit to $500 million by exercising the full $150 million "accordion" feature permitted under the agreement. An "accordion feature" is often built into lines of credit in anticipation of the need for more working capital for possible expansion opportunities. 04/09/2012 [ Read More ]
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STELLAService Awards Excellent Rating to Chasing Treasure
STELLAService recently recognized Chasing Treasure Jewelry Box Stores as being one of the finest providers of Web-based customer service. STELLAService has officially awarded Chasing Treasure, the maker of quality jewelry boxes, an "excellent" rating. 04/09/2012 [ Read More ]
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nanoRep Unveils Optimized Instant-Answer Support Widget for iOS and Android
The optimized mobile version of nanoRep's instant-answer support widget for iOS and Android devices has been designed to simplify customers' mobile purchases via instant support. nanoRep's customers acknowledged that there has been already increased conversion rates on their mobile sites. 04/09/2012 [ Read More ]
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TMCnet Customer Experience Management Week in Review
Many companies have shown that they have begun to listen to consumers' complaints and make efforts to improve their customer service department, whether through more representatives, better billing solutions, more online platforms, or just overall customer care. 04/07/2012 [ Read More ]
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KUBRA Provides E-Billing Solution to NSTAR
KUBRA, a customer interaction management solution provider, recently announced it will provide an e-billing solution to NSTAR, the largest Massachusetts-based electric and gas utility, with 1.1 million electric customers 300,000 gas customers.
The solution, i-doxs Suite Utility Edition, was chosen by NSTAR after a series of inspections and testing. 04/04/2012 [ Read More ]
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TRACT Management to Improve Customer Relations in Medical Fields
Technology offers a number of innovative techniques for doctors and medical staff outside of medical procedures. In the office, the latest technology provides a cost and time efficient solution for all medical billing professionals. Archiosoft is the latest company to invest in a new platform to offer company's growing client base. 04/04/2012 [ Read More ]
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Forbes Reads Consumer Thoughts, Debuts MindSight Mobile
Forbes Consulting Group, a market research company, launched MindSight Mobile - the next-generation of MindSight technology which maps the thought process of consumers to help businesses make more effective decisions. The announcement was made at the annual Advertising Research Foundation conference held in New York. 04/04/2012 [ Read More ]
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Airlines Improving Customer Service
The Annual Quality Rating, an airline customer service report researched by experts from Wichita State and Purdue University, uncovered some surprising information about the overall customer service experience of passengers from 2011: Airline customer service is at its best in 10 years. The study examined the fifteen largest airlines and used four categories to gauge their scores. The categories are as follows: customer complaints, baggage handling, timely arrival and involuntary denied boarding… 04/04/2012 [ Read More ]
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Social Media May Help Dull Negative Word-of-Mouth Damage for Consumer Companies
Every consumer company on earth knows - and dreads - situations that start with a customer passing on a negative experience from one customer to another, with the result being a kind of wildfire of less-than-flattering word-of-mouth. While once upon a time it happened rather slowly, given the limitations of mass communication, in the days of the Internet, it can go from continent to continent faster than it used to go from person-to-person. A new study, however, may have some good news for compa… 04/03/2012 [ Read More ]
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Frost & Sullivan Measures Rise of Social Network Analysis
Just when you thought you were familiar with all the business- and sales-oriented acronyms comes a new one: SNA, or social network analysis. And given the explosion of use in social media and the easy way it can be attached to the customer experience, expect to hear a lot more about it. 04/03/2012 [ Read More ]
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Few UK E-commerce Companies Provide Live Chat, Despite Customer Demand
While e-commerce has become a mainstream channel in the last decade - witness the success of super e-tailers such as Amazon - the online customer experience hasn't quite caught up yet. Many e-commerce shoppers are still largely left to "fend for themselves" and find their own answers in a kind of online "caveat emptor" scenario - let the buyer beware. It's not only anecdotal evidence that tells us. A new survey of more than 2,000 consumers and businesses across the UK has found that most compani… 04/03/2012 [ Read More ]
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Terrabank Selects VSoft Data Center
VSoft Corporation, a global information and technology provider of process improvement solutions for financial institutions, recently announced its data center, VServe Inc., will provide remote deposit capture technology and check processing solutions to Terrabank, N.A.
VServe provides VSoft's full suite of check and core processing software solutions to all bank and credit union customers. 04/03/2012 [ Read More ]
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Targos' Biomarker Services Recognized by Frost & Sullivan
Targos Molecular Pathology GmbH has been honored by Frost & Sullivan with the 2011 European Frost & Sullivan Award for Customer Service Leadership.
Targos' proficiency in clinical and molecular pathology, along with its extremely consistent biomarker analysis carried out with stringent quality assurance, has been recognized by Frost & Sullivan in its latest analysis of the in vitro diagnostics services market. 04/02/2012 [ Read More ]
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First Utility Enhances Provisions for Customer Service
First Utility, an independent utilities supplier of gas and electricity services, has announced it is working on enhancing customer care and efficiency of its customer service function.
First Utility is the only energy provider to introduce the concept of smart meters to all its customers throughout the U.K., according to company officials. 04/02/2012 [ Read More ]
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Comtrend Offers New Customer Service RMA Online Portal
Comtrend has started offering a new, streamlined function for efficient RMA processing to its Service Provider customers. With the new portal, the customers can batch processing via data import, per-item review and returned product tracking. 04/02/2012 [ Read More ]
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ImageScan Successfully Deploys RevenueExpress in a Fully Virtual Customer Environment
ImageScan has announced that its 5010 compliant healthcare revenue cycle management solution, RevenueExpress, is successfully deployed in a fully virtual customer environment. ImageScan is a U.S.-based leading software solutions provider for accounts receivables management and transactional content unification. 04/02/2012 [ Read More ]
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TMCnet's Customer Experience Management Technology Week in Review
This week companies have shown expertise in the field of customer service, relationships, and management. 03/31/2012 [ Read More ]
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Vivisimo Adds CXO Mobile to its Portfolio
According to a recent study by industry analyst firm Ovum, U.S. enterprises lost a total of $83 billion dollars annually due to poor customer service. And, an IDC study indicated that 40 percent of marketing assets went unused and there was a huge drain on sales productivity. 03/28/2012 [ Read More ]
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APAC Customer Services Adds New Jobs in North Dakota
APAC Customer Services Inc., a company specializing in customer care BPO services and solutions including sales, customer care, technical support and back-office services, announced its plans to add 50+ jobs in its Fargo, North Dakota offices immediately.
The company is recruiting for B2B sales, consultants who drive technology adoption and misc. implementations. 03/28/2012 [ Read More ]
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Computershare Receives Overall Customer Satisfaction in 2011
Customer service is the most important part of any business structure. Computershare Limited announced that the financial service provider received overall satisfaction from customers and shareholders in the 2011 Shareholder Services Benchmarking Study. 03/28/2012 [ Read More ]
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Ford Motor Defuses Issues Over Tweets, Facebook Posts
Once upon a time, a complaining customer was just that - a single, complaining customer. Today, though, a customer with a gripe can share it with 1,000 people before breakfast. Some firms are nipping it in the bud, and engaging with customers where the problem meets the Internet: social media. 03/27/2012 [ Read More ]
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Heartland Payment Systems Garners Accolades for Sales and Customer Service
The sixth annual Stevie Awards for Sales & Customer Service competition saw Heartland Payment Systems winning numerous honors including a Silver Stevie Award for Department of the Year and two Bronze awards one each of Frontline Customer Service Team and Customer Service Training Team. 03/26/2012 [ Read More ]
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TMCnet Customer Experience Management Week in Review
Customer service is always an important, if not the most important, component to a business. Many businesses rely on good word of mouth to keep those customers loyal. This week was full of businesses being recognized for their dedication to the art of customer service and management.
This week, TMCnet highlighted Office Depot for winning another set of Stevie Awards for the third year in a row. The retailer store won five awards for customer care excellence. 03/24/2012 [ Read More ]
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Alliance Data Earns 'Center of Excellence' Certification from Purdue University Affiliate
Alliance Data Systems Corporation, a provider of transaction-based, data-driven loyalty and marketing solutions, announced their customer care centers have achieved Center of Excellence certification from BenchmarkPortal. 03/23/2012 [ Read More ]
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UPS Acquires TNT for $6.8 Billion to Expand Operations in European Market
United Parcel Service or 'UPS,' a well-known provider of package delivery services has announced that it will acquire TNT, a Dutch logistics service provider. The deal has been finalized at a price of $6.8 billion. With the new development, UPS will hopefully be able to increase its business presence across the continent of Europe. 03/21/2012 [ Read More ]
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Office Depot Wins Stevie Awards for the Third Time
Office Depot, Inc., a provider of office supplies and services through 1,677 retail stores worldwide, nabbed five prestigious industry awards for customer care excellence. 03/20/2012 [ Read More ]
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Charter Communications Vows to Try Harder with Customer Service
When you think of high-quality customer service, you might think of Amazon or LL Bean. Seldom does a cable company or telecommunications company pop into your mind. 03/20/2012 [ Read More ]
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Sigma-Aldrich Unveils Distribution and Packaging Facilities in India
Sigma-Aldrich Corporation has improved its customer support in Asia-Pacific by widening its campus in Bangalore, India. The company recently unveiled a 57,000-square-foot facility for housing a distribution center and a packaging facility. Sigma-Aldrich will now be able to offer enhanced support to customers in India and the Asia-Pacific region, with these latest additions along with the existing R&D, custom fusion and manufacturing infrastructure. 03/20/2012 [ Read More ]
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Motorola Korea's Customer Service Goes Online
In its commitment to provide superior customer support to its customers in Korea, Motorola Korea, Inc. launched new, smart online customer support services. This web based service makes it more convenient for Motorola mobile users to gain support in times of need. 03/20/2012 [ Read More ]
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Department of Interior will use SOA for a Better Customer Experience
Two government agencies, the U.S. National Park Service and the U.S. Fish and Wildlife Service, are preparing to integrate their six scientific data systems with a Service Oriented Architecture (SOA).
According to the Interior Department's Customer Service Plan, the new web-based sharing system is called the Integrated Resource Management Applications (IRMA), and will allow visitors to pull the latest data, maps and reports available. 03/19/2012 [ Read More ]
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Blue Shield of California and Cox Communications Win Customer Excellence Awards
Veracode, Inc. recently gave away 2012 Customer Excellence Awards to Blue Shield of California and Cox Communications, as part of the company's 2012 Customer Excellence Awards program.
Blue Shield of California won the Veracode Game Changer Award for changing its application security practices, whereas Cox Communications won the Veracode Bridge Builder Award for showcasing exceptional teamwork across security and development teams. 03/19/2012 [ Read More ]
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TMCnet's Customer Experience Management Week in Review
Customer Service has become and critical component to a businesses success. It's important varies by products, industry and customer. Since the week is coming to a close, let's review some of the businesses that have really excelled in customer experience management this week. 03/17/2012 [ Read More ]
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GetApp.com Releases Top Online Business Apps in February 2012
GetApp.com, a well-known marketplace for Software-as-a-Service (SaaS) and cloud-based business applications, released the latest list of most popular business apps. 03/16/2012 [ Read More ]
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Telecommunications Companies Score Low in 2012 Satmetrix Net Promoter Benchmark Study
Net Promoter is a customer loyalty metric from Satmetrix, a company specializing in customer experience programs. Recently Satmetrix released the 2012 Net Promoter Industry Benchmarks for the financial services, insurance, online services, retailing, technology, telecommunications, and travel and hospitality industries. 03/16/2012 [ Read More ]
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Zendesk Releases New Search Analytics Feature to Help Companies and Customers
Cloud-based help desk software provider, Zendesk, announced today its new Search Analytics feature to help Zendesk customers understand their "silent" customers. 03/15/2012 [ Read More ]
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JetBlue, Southwest, Virgin America Deemed Shining Stars of Air Travel
Airlines seldom garner positive reviews and leave most passengers disgruntled and unhappy. However, a new report by J.D. Power and Associates highlights some positive aspects of airlines and surprising certain airline carriers actually got positive reviews from travelers. 03/15/2012 [ Read More ]
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Better Employee Treatment Equals Better Customer Service
The end of the quarter has arrived, and financial metrics are slumping. Retail company executives decide to cut 10 percent from payroll to squeeze more money into their cash column. What these executives don't know is that for every $1 increase to payroll, customer spending tends to increase by $10. In more beleaguered and understaffed stores, that investment of $1 in payroll can result in an increase of nearly $30 in customer spending. 03/15/2012 [ Read More ]
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Safelite AutoGlass Wins Four Customer Service Awards
Safelite AutoGlass, a U.S. vehicle glass repair and replacement company, has been recognized for the second time this month for excellent customer service. Two weeks ago, the company was presented with a Gold Stevie Award in the e-Commerce category and a Silver Stevie Award in the Customer Service Leader of the Year category at the Sixth Annual Stevie Awards for Sales & Customer Service Banquet. 03/14/2012 [ Read More ]
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TeleTech Reports Strong 2011 Financial Results
TeleTech Holdings , Inc., a provider of customer experience management solutions, recently announced its fourth quarter and fiscal year ended December 31, 2011, showing impressive gains. The company, which is based in Englewood, Colorado, together with its subsidiaries helps large client companies design, build, implement and manage customer experiences across the customer lifecycle in order to drive shareholder value. The company has more than 44,000 employees across the globe, serving clients … 03/14/2012 [ Read More ]
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Utilizing Technology for a Better Customer Experience
In order for a company to retain and grow its customer base, the process of customer service must entail more than the typical "how can I help make your experience better" approach. The overall experience a customer takes away from a call with a contact center depends on the attention to detail and response time that an agent provides within its customer experience management processes. 03/13/2012 [ Read More ]
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Appian and Centrum Systems Announce Partnership
With the increasing deployment of Business Process Management (BPM) technologies, BPM has gradually transformed itself into a very important part of business for companies. BPM has its own set of practices and disciplines that are important to optimizing processes against performance outcomes. 03/13/2012 [ Read More ]
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TMCnet Customer Experience Management Week in Review
Welcome to Friday, and another wrap-up of the week in the world of customer experience management. 03/10/2012 [ Read More ]
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Syncapse Expands SaaS-based Syncapse Platform
Syncapse Corp recently announced that it was expanding its SaaS-based Syncapse Platform by adding an innovative social media management solution that will help with corporate brand integrity, while empowering individual business owners to leverage social media to accomplish their business objectives. The solution has been designed to assist international companies and their individual franchisees, dealers or agents to maximize the power of social media. 03/09/2012 [ Read More ]
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Carl Zeiss Meditec Receives NorthFace ScoreBoard Award for Ninth Straight Year
Carl Zeiss Meditec , a medical technology provider, has been awarded the NorthFace ScoreBoard (NFSB) Award from the Omega Management Group Corp. for achieving excellence in customer service and support in 2011. This is the ninth straight year that the Carl Zeiss Meditec has been presented with this award. 03/07/2012 [ Read More ]
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N.E.W. Customer Service Companies Awarded Three Stevie Awards
N.E.W. Customer Service Companies, LLC (NEW), a Virginia-based provider of extended service plans, buyer protection services and product support, recently won two Bronze Stevie Awards in the categories of Contact Center of the Year (Over 100 Seats) and Customer Service Department of the Year in the "All Other Industries" category. 03/07/2012 [ Read More ]
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Leveraging Technology for Customer Experience Management
When it comes to customer experience the management of customer service processes is top-of-mind in any contact center environment. However, providing an exceptional customer experience is a constant balancing act no matter how good the customer service best practices in place are. 03/06/2012 [ Read More ]
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CertFocus Offers New User-Friendly, Content-Oriented Website
As technology continues to become increasingly more important to users throughout the country, some companies have found ways to use the Internet to offer services that make their customers feel more comfortable. CertFous has designed a new e-marketing and customer service platform on its website targeted towards helping provide more information to customers. 03/06/2012 [ Read More ]
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Crestron Launches New Customer Experience Center in Cypress, CA
The new Experience Center that Creston has opened in Cypress, CA is going to act as an ideal setting for customers, dealers, designers and architects to learn and see demonstrations about Creston integrated technology in a fully-immersive environment. 03/06/2012 [ Read More ]
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Customer Service Bad in the UK? Asia Is Worse, According to Survey
Think customer service is lousy in the UK? Be glad...it could be worse. According to a new survey, customer service is better in the UK than in Asia. UK-based Capita, a professional services company that recently opened in Dubai, interviewed 400 people for the study, focusing on government services, utilities and the financial sector. 03/06/2012 [ Read More ]
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La Costa Resort and Spa Launches New Website and Mobile Apps
Recently, La Costa Resort and Spa in Carlsbad, Calif has put in lot of effort to improve the overall appearance of the company, the website and guest experiences at all levels. 03/05/2012 [ Read More ]
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Acme Packet Integrates its Net-Net SMX Solution with HP Actionable Customer Intelligence
Acme Packet recently announced the integration of its Acme Packet Net-Net SIP Multimedia-Xpress (SMX) solution with the HP Actionable Customer Intelligence portfolio. Leveraging the integrated solution, HP will now be able to deploy streamlined IP Multimedia Subsystem (IMS) solutions to effectively bring down the total cost of ownership, break down associated complexities, provide increased scalability, and support a faster time-to-market. 03/02/2012 [ Read More ]
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Oro Gold Wins Customer Service Award
Oro Gold Boutique, who has been praised for its beauty products in the past, was just presented with the Award for Outstanding Customer Service within the Cosmetics Industry from the Academy of Cosmetic Arts. 03/02/2012 [ Read More ]
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Winscribe's Latest Restructuring Effort Seeks to Boost Customer Service Performance
Winscribe, the world's largest provider of digital dictation software, acquired SRC, which was its largest UK-based reseller, in November of last year. In its latest restructuring effort designed to blend the two companies, Winscribe has created a new Customer Care team. 03/02/2012 [ Read More ]
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Logicalis Recognized for Excellence in Customer Satisfaction for Fifth Straight Year
Logicalis, a company that specializes in IT solutions and managed services, has received its fifth straight Customer Satisfaction Excellence Gold Star from Cisco. Logicalis specializes in data center and cloud services, managed services, and communications and collaboration. 03/02/2012 [ Read More ]
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Cincinnati Bell Extends Contract with Convergys
As a testament to the high level of service that Convergys provided, Cincinnati Bell, a provider of integrated communications solutions, chose to extend its billing and customer care support contract with Convergys through 2014. 02/29/2012 [ Read More ]
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DealExtreme Overwhelmed by Support Tickets after Chinese New Year Hiatus
This year, DX came back to a customer service fiasco. An overwhelming backlog of support tickets and unfilled orders caused them to issue a press release saying that they had overhauled their customer service department to deal with the mess. The customer service department is working around the clock to resolve support issues, and customer support live chat is being staffed 24 hours per day. In addition, customer service reps have received specialized training to handle certain tickets and DX h… 02/29/2012 [ Read More ]
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Help Desk Solutions Provider Zendesk Wants to Turn You into a 'Customer Service Hero'
Are you a customer service hero? Would you like to be? (And no, you don't have to wear tights and a cape.) 02/29/2012 [ Read More ]
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Engagement Media Technologies Launches Engagement Distribution Platform
The Internet landscape is dotted with so many brands offering so many ways to connect and interact that at times it does prove overwhelming. Realizing this, Engagement Media Technologies (EMT) has launched an engagement distribution platform with a new level of engaging experiences under the StringFly mobile application. 02/28/2012 [ Read More ]
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TMCnet's Customer Experience Management Technology Week in Review
Recapping the week in Customer Experience Management, TMC noted that complete management of the customer experience is not something at the forefront of every CEO's mind, but perhaps it should be, especially in the telecommunications space. 02/25/2012 [ Read More ]
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Intermec CS40 Helps Delta Global Services Improve Customer Service
Intermec Inc.'s Intermec CS40 handheld mobile computer has been chosen by Delta Global Services or DGS for its daily processes at the Memphis International Airport or MEM. Strong 2D barcode scanning performance will be offered to DGS by the Intermec CS40, which looks and feels similar to a smartphone. 02/24/2012 [ Read More ]
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ME Bank in Australia Selects BMC Software to Improve Customer Service
In order to achieve multiple processing improvements and enhance customer service, Australia's ME Bank has deployed BMC Control-M Workload Automation solution. 02/24/2012 [ Read More ]
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Hotels are Offering Customer Services through Social Media
Social networking sites, like Facebook and Twitter, are growing each year in popularity. Statistics show there are many computer and mobile device users with a social media account. Mainly, this is due to the simple fact that one has free access to information via the web and on the go. 02/23/2012 [ Read More ]
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Cisco Honors MTM Technologies with Customer Satisfaction Excellence Gold Star
In 2011, MTM Technologies, a national provider of IT solutions and services, received many accolades, but the one that mattered most to the company was the Customer Satisfaction Excellence Gold Star from Cisco. 02/16/2012 [ Read More ]
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Customer Experience Management Demands Understanding
Complete management of the customer experience is not something at the forefront of every CEO's mind, but perhaps it should be, especially in the telecommunications space. The average network operator today is offering a commoditized service, making it too easy for customers to jump from one provider to another. To truly reduce this churn and begin to build a loyal customer base, the focus demands customer experience management. 02/14/2012 [ Read More ]
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TMCnet's Customer Experience Management Week in Review
The Customer Experience Management Community has the latest breaking news for transforming your customer's experience. Customer experience is the most important aspect of the call center world because positive customer experience can bring customer loyalty.
Kenexa, a global provider of business solutions for human resources, announced an agreement to acquire privately-held OutStart, a provider of Software as a Service (SaaS) e-learning solutions and services. 02/11/2012 [ Read More ]
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TeleTech and Satmetrix Partner for Customer Experience Management
Two key players in the customer experience management (CEM) space have collaborated to bring a broader suite of CEM products to businesses. TeleTech and Satmetrix, providers of BPO solutions and CEM software respectively, will offer TeleTech's CEM portfolio to now include Satmetrix's Net Promoter technology. 02/09/2012 [ Read More ]
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Kenexa Seals Merger Deal with e-Learning Solutions Provider OutStart
Kenexa, a global provider of business solutions for human resources, announced an agreement to acquire privately-held OutStart, a provider of Software as a Service (SaaS) e-learning solutions and services. 02/07/2012 [ Read More ]
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Safelite AutoGlass Honored with International Service Excellence Awards
Safelite AutoGlass, provider of vehicle glass repair and replacement service, recently won the prestigious International Service Excellence Award in the large company category by Customer Service Institute of America (CSIA). 02/06/2012 [ Read More ]
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E*TRADE Named Winner of the 2011 International Service Excellence Award
E*TRADE Financial Corporation has recently been recognized with the prestigious 2011 International Service Excellence Award in the Contact Center category, from the Customer Service Institute of America. 02/06/2012 [ Read More ]
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TMCnet's Customer Experience Management Technology Week in Review
Let's get you caught up on some of the top customer experience management technology stories of the past week. 02/04/2012 [ Read More ]
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Study Shows Retailers Did Not Deliver a Good Online Experience for Holiday Shoppers
A study conducted by STELLAService and CompuWare found that retailers did not deliver the kind of online experiences that shoppers expected this holiday season. The study found that only six retailers delivered a mix of good customer service and good website performance. These six retailers were Amazon, Apple, Avon, L.L. Bean, Macy's and Overstock.com. 02/03/2012 [ Read More ]
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Nimble Opens UK Office, Appoints Director of EMEA to Support Growing Customer Base
Nimble, a US-based provider of high-end, SaaS-based CRM systems, has announced the opening of an office in the UK and the hiring of CRM and BPM specialist, Richard Young as the director of the company's EMEA operations. The move is expected to support the company's growth strategy in the EMEA region. 02/03/2012 [ Read More ]
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J.D. Power and Associates: Verizon Takes Top Honors in Customer Care
For the second year in a row, Verizon has topped J.D. Power's Wireless Customer Care Full Service Study. The telecommunications giant ranks first in customer care among all national full service wireless providers. In fact, the company ranked a full 10 index points over its nearest competitor. 02/02/2012 [ Read More ]
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2012 Call Center Agent Turnover, Retention and Productivity Survey Launched
By studying key data and trends, the survey aims to help call center and customer care managers, directors and executives in making crucial decisions, and improve existing processes and initiate new processes in a way that enables a long and satisfying career for call center agents. The survey is based on the call center industry's most popular topic "agent turnover and retention," which was ICMI research initiative in 2007 as well. 02/02/2012 [ Read More ]
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TeleTech Placed in Gartner's Leader Quadrant for Performance in Customer Management
TeleTech Holdings, Inc., a customer experience management technology and services company, has been placed in the Leaders quadrant of the Gartner Magic Quadrant: Customer Management Contact Center BPO, Worldwide, 2011. 02/02/2012 [ Read More ]
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Spredfast Facebook Tab Management offers Social Customers Rich Brand Experience
Spredfast recently announced that it has introduced a new Facebook tab management functionality, which has been designed specifically to enable organizations to deliver an enhanced brand experience for their social customers. Users can leverage the newly integrated tab management functionality to enhance and effectively expand their Facebook presence to allow for a personalized interaction with the community. The tab also allows the user to view all social media programs from a single system. 02/02/2012 [ Read More ]
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LivePerson Unveils the Latest Innovations in Online Engagement
Improving the efficiency of online chat, LivePerson has introduced several new innovations in online engagement. 01/31/2012 [ Read More ]
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TMCnet's Customer Experience Management Week in Review
Taking a look at some of the top customer experience management stories of the past week, TMC noted that customer experience management is crucial for telecommunications providers. VoIP Supply, a leading supplier of VoIP equipment and solutions, recently proved it is one of the top VoIP providers in this regard. 01/28/2012 [ Read More ]
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Customer Interaction Solutions Magazine 2012 CRM Excellence Awards Seeking Entries
Norwalk, Conn. (January 25, 2012) - TMC, a global, integrated media company helping clients build communities in print, in person and online, announced today that its publication, Customer Interaction Solutions magazine, is accepting applications for its 2012 CRM Excellence Awards. Customer Interaction Solutions has been the premier publication in the CRM, call center and teleservices industries since 1982. 01/25/2012 [ Read More ]
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Liberty Mutual Recognized for Superior Customer Service
Since 1912, Boston-based Liberty Mutual Insurance has been helping people "live safer, more secure lives" and its service call centers have been recognized for customer service excellence under the J.D. Power and Associates Certified Call Center Program. 01/25/2012 [ Read More ]
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VoIP Supply Ranks in Customer Experience Survey
Customer experience management is crucial for telecommunications providers. VoIP Supply, a leading supplier of VoIP equipment and solutions, recently proved it is one of the top VoIP providers in this regard. 01/25/2012 [ Read More ]
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TMCnet's Customer Experience Management Week in Review
In the Customer Experience Management space this past week, TMC reported that the partnership of ResponseLogix and Dominion Dealer Solutions is going to offer robust lead-management and CRM solution to U.S. automobile dealers and a dozen more synchronized functions that can streamline dealers' user experience. 01/21/2012 [ Read More ]
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Cegedim Relationship Management's Mobile Intelligence Implemented by Ferring Pharmaceuticals
Cegedim Relationship Management recently made an announcement that Mobile Intelligence has been completely implemented in Ferring Pharmaceuticals Company Limited. Mobile Intelligence has now been accepted as the centralized Customer Relationship Management (CRM) platform. It will help organize and implement primary and specialty commercial teams in China. This agreement is inclusive of OneKey, an accepted holistic healthcare professional (HCP) database. 01/20/2012 [ Read More ]
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SugarCRM Announces Enhanced Technology Integrations with IBM SmartCloud
SugarCRM, a global customer relationship management company, has expanded its technology integrations with IBM to enable organizations to leverage best practices for creating social businesses. 01/20/2012 [ Read More ]
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ResponseLogix and Dominion Dealer Solutions Team Up to Improve Sales Process
The partnership of ResponseLogix and Dominion Dealer Solutions is going to offer robust lead-management and CRM solution to U.S. automobile dealers and a dozen more synchronized functions that can streamline dealers' user experience. 01/20/2012 [ Read More ]
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Payday Express Announces Restructuring of Workforce for Better Customer Service
In an effort to offer better customer service, Payday Express, a UK based company that offers emergency payday loans to employed people across the country, has announced a restructuring of its workforce. 01/20/2012 [ Read More ]
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Monetate Helps Marketers Deliver a Better Online Customer Experience
Monetate , a provider of marketing optimization technology, launched its Agility Suite of products designed to provide online marketers with website agility. 01/18/2012 [ Read More ]
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Infovisionix Tools Incorporated into CSC's Retail Enterprise Intelligence Offering
CSC's Retail Enterprise Intelligence offering is now available to users with retail reporting and analysis tools from Infovisionix incorporated into it which in turn helps retailers enhance and understand essential operational and customer performance metrics. 01/17/2012 [ Read More ]
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Open4Sale.com Launches Person-to-Person Customer Experience Solution
Open4Sale.com, a rapidly emerging e-commerce startup company, has launched a retail person-to-person online video shopping technology that enhances customer experience for its users. 01/17/2012 [ Read More ]
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TMCnet's Customer Experience Management Week in Review
Lots of good stuff in customer experience management this past week. TMC's Michelle Amodio writes that from a marketing perspective, consumer feedback is extremely helpful to figure out where you've done right and where you've gone entirely wrong. In fact, businesses thrive on this sort of stuff for their livelihood. Unfortunately, with so many retailers wanting to know how they're doing, the consumer is getting a bit of "feedback fatigue." 01/14/2012 [ Read More ]
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Danish CEM Provider TeleFaction Acquires Recording and Analytics Provider Eventrasoft
Customer experience management company TeleFaction has announced its acquisition of call recording and analytics solutions provider Eventrasoft for an undisclosed sum. Copenhagen, Denmark-based TeleFaction offers a platform called Gemba, a patented system that allows organizations to collect and manage customer feedback via multiple channels, such as e-mail, phone, Web, SMS and postal mail surveys, into an intuitive cloud-based application designed to provide ease of access for analytics and int… 01/11/2012 [ Read More ]
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Medrio Recognized for Excellence in Customer Satisfaction Survey
Medrio has been recognized for excellence in customer experience in a 2011 customer satisfaction survey conducted by independent research company Information Solution Groups (ISG). 01/11/2012 [ Read More ]
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Webfortis Expands to Washington State to Improve Customer Experience Management
The year 2012 heralds a great deal of growth for CRM company Webfortis. Based in North California, the company is a Microsoft Gold Partner in Microsoft Dynamics CRM and xRM.
Webfortis recently announced its plans to expand into Washington State with a new office will that will be about 10 minutes away from Microsoft Offices in Bellevue, Wash. 01/10/2012 [ Read More ]
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Tired of Giving Feedback? Most Consumers Are
From a marketing perspective, consumer feedback is extremely helpful to figure out where you've done right and where you've gone entirely wrong. In fact, businesses thrive on this sort of stuff for their livelihood. Unfortunately, with so many retailers wanting to know how they're doing, the consumer is getting a bit of "feedback fatigue." 01/09/2012 [ Read More ]
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Galleria Optimizes A&P's Merchandising Strategy
Galleria will help The Great Atlantic & Pacific Tea Company, Inc., also known as A&P, to optimize its merchandising strategy. The customer experience within A&P's more than 300 northeast and Mid-Atlantic stores will be also improved with help from Galleria. Several of Galleria's solutions will be rolled out by A&P throughout its family of supermarkets. 01/09/2012 [ Read More ]
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DrTeamwork Declares Alienation of Customers by Big Businesses
There has been an exponential increase in the frustration levels among Banking, Retail and Telecommunications customers. According to Pete Bosse, a PhD consultant also known as DrTeamwork, with big business biting customers and alienating followers, the recent trend is towards people fleeing to escape. 01/09/2012 [ Read More ]
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TMCnet Customer Experience Management Week in Review
Happy new year to all. Following the hectic holiday season-one where every merchant needed to be focused on customer experience management-the business world has gotten back to some sense of normalcy and routine. 01/07/2012 [ Read More ]
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TeleTech Tapped By Top Retailer for Customer Experience Management Solutions
The holidays appear to be stretching a little bit longer for customer experience management company TeleTech as the business process outsourcer was recently selected by a popular social shopping brand -which was named to Inc. Magazine's 2011 list of "500 Fastest-Growing Companies" - to supplant its rapid growth through an improved customer experience. 01/05/2012 [ Read More ]
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Beyond the Arc Selects Attensity's CEM Solutions
In order to fulfill its business objectives, Beyond the Arc, Inc., a customer experience consulting firm, has chosen to expand its Social Customer Insights by exploiting the social analytics capabilities of Attensity, a provider of text analytics for Customer Experience Management (CEM). 01/04/2012 [ Read More ]
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Customer Experience Management: Ace Metrix Weighs in on Most Popular Customer Ads
Ace Matrix, a leading authority in measuring and understanding the impact of advertising creativity, announced that compared to 2010, there has been a 30 percent increase in holiday ads this year. However, not all of the ads have produced the indented impact on consumers. More than half the ads scored by Ace fell within the "below category norms." Concepts which hit home with consumers this year included philanthropy, storytelling, and Santa Claus based ads. 12/29/2011 [ Read More ]
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BillingViews Unveils the Facebook Success Index
Looking to establish benchmarks for communications operators and determine industry leaders in Facebook Marketing, BillingViews has introduced its Facebook Success Index, the company has announced. 12/29/2011 [ Read More ]
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BestPaydayLoans.com Redesigns Site to Enhance Customer Experience
Strict rules and regulations for getting approved for regular bank loans has resulted in an increase in the number of borrowers who are turning to alternative forms of funding. In times of financial emergencies, one such place where getting approved for loans is relatively easy is BestPaydayLoans.com.
Easy online applications and an extensive network of lenders offering best payday loans make BestPaydayLoans.com a popular alternative for borrowers, according to site officials. In an effort t… 12/28/2011 [ Read More ]
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Customer Experience Management: Rovia Reports High Levels of Customer Satisfaction
Rovia, LLC, a 27-year-old travel company based in Plano, Texas, has enough reason to be proud of its technology and customer support teams across the world, which statistics proclaim to be one of the best in industry. A comprehensive two-month study indicated customer experience satisfaction levels with the online travel booking engine to be top 99 percent. 12/28/2011 [ Read More ]
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TEC's 2011 CRM Buyer's Guide Highlights Evolving CRM Landscape
The face of Customer Relationship Management (CRM) is changing and the Technology Evaluation Centers (TEC) has released a CRM buyers guide that looks into the latest trends that are being used by organizations to woo its customers. 12/27/2011 [ Read More ]
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Advantages and Disadvantages of Running a Small Business with CRM
Small business CRM was created to liaison with customers' needs in smaller enterprise situations, particularly establishing relationships with the customers and attending to their needs. Of course, it catches the interest of any business owner to hear about a software package that can help keep business running smoothly while not spending too much time trying and effort trying to keep the ship floating. 12/22/2011 [ Read More ]
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Using CRM to Navigate the Customer Holiday Gift Mine Field
Think about what you use your customer relationship management solution for. Keeping track of customer relationships? Check. Keeping track of personal and professional information about your customers? Check. Having instant access to previous orders, purchases, returns, inquiries, presentations and bids? Check. 12/22/2011 [ Read More ]
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CommProve Celebrates Banner 2011 Replete with Customer Experience Management Success
CommProve, a company that enables mobile network operators (MNOs) to gain real-time visibility into their operations to control financial performance, quality of experience and network performance, has announced that the company has achieved strong revenue growth and some key milestones in 2011.
One of the major milestones was the introduction of The CommProve BCN RAN Insight application - an application that allows operators to intelligently manage their networks and perform customer experi… 12/21/2011 [ Read More ]
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Motorola Solutions Sheds Light on Customer Experience Survey
According to a recent survey conducted by Motorola Solutions, "Holiday Shopping Survey," retail associates and managers feel they provide a better in-store customer experience when equipped with the latest mobile technologies.
Shoppers expressed as similar sentiment as more than two-thirds (67 percent) of surveyed shoppers reported heightened satisfaction with retailers where in-store associates utilized the latest technologies to assist in the shopping experience. 12/21/2011 [ Read More ]
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Playstation Awards CRM Contract to Euro RSCG Chicago
The Playstation Network has long been a crowning jewel of the Playstation 3's offering. That does not mean that Sony thinks it is as good as it could possibly be. Sony has actually already made several little tweaks to the online hub. While the original Playstation Network is free, Sony would also like to see more income coming from their premium Playstation Plus. 12/20/2011 [ Read More ]
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Corsential Launches Modified Version of Insight and Action Portal
Corsential has unveiled a modified version of its flagship customer feedback reporting platform, Corsential Insight and Action Portal, having integrated it into a customer experience program. 12/19/2011 [ Read More ]
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Seven More Corporate Firms Enroll at CXPA
As many as seven corporate companies have newly enrolled their name in the Customer Experience Professionals Association, seeking to learn better ways of dealing with customers. 12/19/2011 [ Read More ]
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TMCnet Customer Experience Management Week in Review
As a business, nothing is more important to you than making sure that your customer's experience with your company, from start to finish, is as perfect as possible. To that end, we've assembled some of the week's most important news topics on customer experience management. 12/17/2011 [ Read More ]
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Satmetrix Updates Net Promoter Product
Satmetrix has revealed some major updates to its Net Promoter in the Cloud customer experience management software product. 12/16/2011 [ Read More ]
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Vision Scores Highest in Customer Satisfaction, AOTMP Says
Vision Wireless, LLC, a provider of wireless mobility management solutions including wireless telecom expense management, announced that it has achieved the highest overall customer satisfaction score among all WMM and TEM suppliers as rated by enterprise clients in AOTMP's 2011 State of the Industry study. 12/16/2011 [ Read More ]
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IER Chooses Talend ESB to Improve Customer Service
Talend, a specialist in open source software solutions, has signed an agreement with IER, a subsidiary of Bollore Group, specializing in ticketing and boarding control systems, to integrate its enterprise open source ESB with IER's solutions for improved customer service. 12/14/2011 [ Read More ]
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Survey Shows That Reps Using Smartphones, Tablets Gain Competitive Edge with Customers
According to a new survey from Virginia-based Huthwaite, a provider of sales performance improvement solutions, sales reps that use smartphones and tablets can effectively accelerate and improve communications and collaborations with their customers.
Around 8,500 managers, directors and associates from across the globe took part in the survey out of which 47 percent of the respondents said that the biggest advantage of using smartphones and tablets while interacting with customers was that th… 12/13/2011 [ Read More ]
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Customer Experience Management Company TeleTech to Resell, Integrate Salesforce Service Cloud
TeleTech Holdings, a leading provider of strategic and technology-enabled business process outsourcing (BPO) solutions, has formed a partnership with salesforce.com, a leading cloud-based customer relationship management (CRM) provider, to resell Salesforce Service Cloud. 12/13/2011 [ Read More ]
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SugarCRM Opens New Office in the United Kingdom
SugarCRM, a rapidly growing customer relationship management company with 1185 clients and 16 channel partners in the United Kingdom and Ireland, now has a new address in Cambridge. It has decided to open a new office there to accommodate its rapid growth and also to cater to local partners and customers. 12/13/2011 [ Read More ]
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Majority of Top Online Retailers Failed to Meet Customer Expectations during Holiday Sales: Survey
A new study from STELLAService, which evaluates customer service performance, and Compuware Corporation, a technology performance company, reveals that 76 percent of the top 25 retailers struggled to provide online shoppers with both first-rate customer service and top performance satisfaction. 12/12/2011 [ Read More ]
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Demandbase Unveils Expanded Audience Classification Capability
Enabling marketers to personalize and optimize their websites and digital marketing programs more effectively to improve customer acquisition and customer retention, Demandbase has announced that its Real-Time Identification Service now includes enhanced audience classification capabilities for worldwide business web traffic. 12/12/2011 [ Read More ]
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Customer Experience Management Week in Review
Customer Experience Management's a growing field, here are some of the top news stories from the past week you may have missed. 12/10/2011 [ Read More ]
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e-autobusiness CRM Earns Mitsubishi Certification
With the current economic situation, the automotive sector is under pressure to adopt measures that can drive more sales. e-autobusiness's AEROS Software Suite for automotive Customer Relationship Management (CRM) had received manufacturer certification from Mitsubishi North America. e-autobusiness specializes in customer acquisition and retention solutions for automotive retailers nationwide and is a valuable partner of Trinity Suite. 12/09/2011 [ Read More ]
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Emulex Unveils Emulex Extra Program to Improve Customer Experience
Emulex Corporation, a provider of converged networking solutions, announced a new end user program designed to support customers and partners in training and accrediting users working with Emulex solutions.
The Emulex Extra Program provides enhanced training alongside additional support features and end user tools. After successful completion of the training, participants are given Emulex Expert Certification, company officials said. 12/07/2011 [ Read More ]
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LivePerson Unveils LP Marketer for Real-Time Data-Driven Personalization of Website Content
LivePerson , a provider of real-time engagement solutions, announced the official launch of LP Marketer, a real-time data-driven targeting solution that intelligently delivers relevant, personalized content to website visitors at scale.
LP Marketer combines advanced visitor intelligence, robust traffic segmentation capabilities and user-friendly campaign-building tools. Business users can design and deploy highly targeted campaigns directly on their sites, greatly reducing or eliminating rel… 12/07/2011 [ Read More ]
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StayinFront's New Release Enhances Field Reps' Work Flow and Efficiency
StayinFront, a global provider of innovative customer relationship management solutions and mobile sales force tools, has caused quite a stir in the retail sector with its TouchCG solution. The latest release claims to provide sales reps with increased functionality in their every day jobs. 12/07/2011 [ Read More ]
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Customer Acquisition: Pointless Without Customer Loyalty
So if you're a marketer, just selling stuff to customers is enough to sustain the growth your company, right? Wrong. It's all about customer loyalty - repeating, returning customers who continue to value your brand. While this year, marketers seem to be doing well selling stuff, on the very important factor of customer loyalty, many are falling down. 12/07/2011 [ Read More ]
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Newtec Improves Customer Satisfaction In 2011
Indicating a continued positive evolution from "satisfied" to "extremely satisfied", satellite communications specialist Newtec has rounded off a milestone year with extremely positive customer feedback, the company has announced. 12/07/2011 [ Read More ]
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US Foods Taps Aternity for Customer Experience Management Initiatives
US Foods, one of America's premier food service distributors to restaurants, hospitals, schools, military facilities and others, has chosen the Aternity Frontline Performance Intelligence Platform for its strategic end user experience management initiatives.
Aternity will help US Foods monitor and analyze the performance of numerous mission-critical applications in both physical and virtual desktop environments in order to proactively manage application deployments, adoption, and ongoing use… 12/06/2011 [ Read More ]
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Proximiant Introduces Tap and Go Digital Receipts
Purchases can be now tracked by retailers and customers in a hassle-free manner with the tap and go digital receipts from Proximiant. The company's private and secure transceiver eliminates the need for paper receipts for loyalty rewards, cash rebates and coupons. Shoppers can also avoid the time-consuming signup requirements or membership cards for earning loyalty rewards. An announcement in this regard has been made by Proximiant, the provider of tap and go digital receipts. 12/05/2011 [ Read More ]
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TMCnet Customer Experience Management Week in Review
Following perhaps one of the most crucial times where companies have to make sure their customer experience management strategies are superb (yup, I am talking about Black Friday and Cyber Monday), this week was busting at the seams with news. 12/03/2011 [ Read More ]
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Mobile Holiday Shoppers Are Frustrated: Online Chatter
More than 40 percent of online conversations about mobile shopping with top 35 mobile retailers have reflected customer frustration during the Thanksgiving weekend.
These consumer frustrations reveal missed opportunities for leading brands during the holiday shopping season, according to Tealeaf's Mobile Shopping Experience Report. 12/01/2011 [ Read More ]
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RightNow Expands Customer Experience Suite with Intent Guide for Facebook and Mobile
RightNow, a global provider of customer experience suites delivered via the cloud, announced the release of its latest customer experience suite, RightNow CX, with intent guide for Facebook and mobile.
To differentiate and compete in today's consumer-empowered environment, brands need to deliver the very best possible customer experiences when and where consumers want it. To help brands deliver that, RightNow offers RightNow CX for Facebook and RightNow Mobile. 12/01/2011 [ Read More ]
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TeleTech Spreads the Customer Experience Management Glow to a Premier Nonprofit
'Tis the season for celebration and customer experience management company TeleTech certainly has earned the right to bask in the holiday glow as it has been selected by a premier nonprofit organization to deliver centralized services for its nationwide health and safety program. 12/01/2011 [ Read More ]
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EarthLink Deploys FuseSource Fuse ESB
EarthLink has installed the Fuse ESB product from FuseSource as part of its customer relationship management infrastructure, FuseSource has announced. 12/01/2011 [ Read More ]
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CustomerIQ, Silver Spring Customer Engagement Solution Recognized
Silver Spring Networks's CustomerIQ customer engagement solution has recently won the 2011 Smart Grid Excellence Award from SmartGridTMCnet.com, the TMC and Crossfire Media-sponsored technology media website.
The Smart Grid Excellence Awards recognize outstanding innovation across all facets of smart grid technology. 12/01/2011 [ Read More ]
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Two Allied Solutions Call Centers Named Centers of Excellence for 2011
Allied Solutions, a leading insurance and financial services organization announced that two of its call centers located in Carmel, IN and Sioux City, IA were certified by the Center for Customer-Driven Quality (CCDQ) as Centers of Excellence for 2011. Allied Solutions received call center certifications in 2006 and 2009 as well. 12/01/2011 [ Read More ]
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What Will Be Trending in Customer Service in 2012 Predicted by Study
Call Centre Clinic just released predictions from contact center and unified communications systems integrator Sabio's for the technology trends it expects will impact customer service in 2012. 11/30/2011 [ Read More ]
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RADCOM Announces $1.25 Million Contract Expansion with Major APAC Service Provider
RADCOM Ltd., provider of network Service Assurance, has announced a contract expansion amounting to $1.25 million with a leading APAC service provider. The contract expansion follows the successful deployment of the customer experience management solutions from RADCOM which effectively met all requirements of the APAC service provider. 11/30/2011 [ Read More ]
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Customer Experience Management: Your Customers are Screaming Their Intent! Learn to Listen
The challenging economic conditions and the evolution of today's buyer - who is becoming increasingly social, mobile, and digital - have made the sales process more difficult than ever before. To retain current customers while also attracting new business, enterprises and SMBs need to embrace a differentiated approach to customer experience management - one that responds to customer needs in near real time by leveraging the power of data capture and marketing analytics tools. 11/28/2011 [ Read More ]
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DealTaker Predicts Black Friday Shopping Extending to Online Sales
DealTaker.com, a free coupon site for shoppers to find and share deals, has announced that the Black Friday and Cyber Monday offers will extend to online sales this time around. 11/22/2011 [ Read More ]
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India's Leading Real Estate Developer Selects Ameyo
One of India's leading real estate developers, Peninsula Land Limited, part of Ashok Piramal Group, has selected Drishti-Soft Solutions' Ameyo for customer interactions management. 11/22/2011 [ Read More ]
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TMCnet's Customer Experience Management Week in Review
There's always news in customer experience management, so let's catch you up on the past week.
TMC's Rahul Arora reported that SugarCRM, the world's fastest-growing customer relationship management (CRM) company, has recorded a 69 percent growth in billing trends in the third quarter of record quarter of 2011. 11/19/2011 [ Read More ]
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Angel Receives Three Prestigious Awards for Creating Excellent Customer Experience through Innovatio
Angel, a provider of cloud based customer engagement technology solutions, announced that it has won three prestigious business awards. The wins clearly reflect Angel's corporate success, which it has acquired through product innovation and commitment to a stellar customer experience. 11/18/2011 [ Read More ]
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Glowpoint Glows with High Scores for Customer Satisfaction
Glowpoint Inc. had a lot to celebrate this week as it received high remarks in a recent customer survey undertaken by Boston Research Group to determine the extent of overall customer satisfaction with a company's service.
Tom Schroder, senior vice president of Operations for Glowpoint, said of the survey results, "The results of this survey are gratifying, and we will continue to listen to customers and provide them with the highest levels of service, so that they get the most out of their i… 11/17/2011 [ Read More ]
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PIMFG.com's New Promo to Give Away Two Amazon Kindle Fires to Potential Winners
Use of social networking sites, such as Facebook, has surged not only among individual users, but also among many companies and businesses for the reason that social networking sites help in increasing the brand value of that business or a company. In addition, promotions incorporated into social networking sites help in attracting many consumers. 11/17/2011 [ Read More ]
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Vanilla Forums Carves a Niche in the Social CRM Segment
Today, social networks go beyond being merely a platform where friends can share updates about their daily lives. In fact, Vanilla Forums has carved a niche for itself by its focus on "Social Business" and "Social CRM" and has been selected as one of Canada's "Top 20 Hottest Innovative Companies" by the Canadian Innovation Exchange. 11/17/2011 [ Read More ]
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Inventus Capital and Nexus Venture Invest in Salorix
A Series A funding investment valued at $3.5 million has been received by Salorix Inc. from Inventus Capital Partners and Nexus Venture Partners. A new platform for social media campaign management is being developed by Salorix. An announcement in this regard has been made by the social media marketing and analytics firm, Salorix Inc. 11/16/2011 [ Read More ]
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SugarCRM Celebrates Another Successful Quarter
SugarCRM, the world's fastest-growing customer relationship management (CRM) company, recently announced in a press release that it has recorded a 69 percent growth in billing trends in the third quarter of record quarter of 2011. 11/16/2011 [ Read More ]
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Comverse Shares Insights about BSS Convergence
From November 8-10, 2011, Management World Americas 2011 provided a platform for companies to offer cutting-edge concepts from across the industry to streamline business operations and offer innovative services. Converse, a global provider of BSS, took this opportunity to highlight the role of BSS convergence in business transformation. 11/14/2011 [ Read More ]
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MuleSoft Announces Selection of Its iON Solution by PeopleMatter to Drive Business Growth
MuleSoft, a leading provider of integration platforms for the cloud, web, and enterprise, has announced that its iON integration platform as a service (iPaaS) has been selected by PeopleMatter, provider of talent management for the service sector, as its integration solution. 11/14/2011 [ Read More ]
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Appointment-Plus to Help Photography Studios
Offering customers new plug-ins and popular features tailored perfectly for their needs, Appointment-Plus has announced that the company will help photography studios to simplify the way their customers book their winter portraits this holiday season. 11/14/2011 [ Read More ]
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Customer Contact Association Releases a New Study
The Customer Contact Association (CCA) has released the results of study, sponsored by Verint Systems, based on parallel surveys of UK consumers and CCA member organizations. 11/11/2011 [ Read More ]
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Achieving the Customer Experience Edge without Breaking the Bank
Over 80 percent of the executives who participated in a recent global survey - conducted by Bloomberg Businessweek Research Services -- indicated that customer experience is one of their top strategic priorities. However, when they were asked to rate their current ability to deliver a differentiated customer experience only 20 percent rated themselves at an acceptable level. So how do companies succeed in creating a differentiated customer experience? How do they do this in way that leads to pro… 11/10/2011 [ Read More ]
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