Archive for September, 2012

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How to Cooperate with a Debt Collector

Cooperate with your Debt Collector – 9/29/12

How to Cooperate with a Debt Collector Ring, ring. As soon as you hear the ringing of your phone, you break out into a cold sweat. Is it a debt collector who is about to call you and harass you to pay your bills? You ignore the call. Later, you listen to a moment or […]

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Presidential election scam Democrats Republicans

Campaign Donation Scams – 9/29/12

Presidential election scam: Democrats, Republicans spoofed on donation sites At least two scam websites designed to look as though they were made by the Democratic and Republican parties are soliciting donations. The sites were reported by SiteJabber.com, a community that reviews sites and often flags scams for consumers. Using the names DemocraticNationalCommittee.org and RepublicNationalCommittee.org, the […]

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INFOGRAPHIC Can electronic games help kids to learn

Video Games Help Kids Learn?

INFOGRAPHIC: Can electronic games help kids to learn? 74 per cent of school administrators say digital content enhances student engagement. Teachers have started using various tech in the classroom beyond traditional PCs and projectors, making use of games, social media, and QR codes to teach their students. Indeed, the Online Schools infographic observes the trend […]

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New mover marketing programs establish customer loyalty

Marketing Programs, Is The Cost Worth It? – 9/29/12

New mover marketing programs establish customer loyalty Even as most restaurants are increasingly trying to figure out which mobile apps and social media sites to pour their resources into, one “old-fashioned” marketing program continues to generate notable response rates. New mover marketing programs are still helping operators attract new customers and create loyalty because of […]

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The Golden Rules of Retail Banking Customer Service

Bank Fees Dissatisfaction – 9/29/12

The Golden Rules of Retail Banking Customer Service Bank fees. Few words evoke consumer vitriol faster. Dissatisfaction with escalating checking and ancillary fees for banking services is making competition for customer loyalty in retail banking especially high.   Research shows that great service can play a key role in customer retention throughout these changes in […]

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AG Pulls Plug On Mystery Shopper Websites

“work at home” scam involving mystery shoppers – 9/29/12

AG Pulls Plug On Mystery Shopper Websites NEW YORK- Two websites, part of a “work at home” scam involving a mystery shopper program, have been shut down by the Attorney General’s office. The scam involved a ‘mystery shopper’ program which is used by legitimate retailers who hire marketing research companies to evaluate the quality of […]

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Pushy Poor Service Shoppers Blast Harvey Norman

Poor Product Knowledge – 9/28/12

“Pushy, Poor Service”: Shoppers Blast Harvey Norman Harvey Norman came out worst for customer service in the Choice survey of 10 big retail names at various Sydney store locations. Among the faults noted by the mystery shoppers who entered Harvey Stores included: “Poor customer engagement; inconsistent product knowledge; some evidence of pushy sales tactics; does […]

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Patient safety improves when leaders walk the safety talk

Study Offers Support Of Leaders’ Behavioral Integrity – 9/28/12

Patient safety improves when leaders walk the safety talk UNIVERSITY PARK, Pa. — When nurses feel safe admitting to their supervisors that they’ve made a mistake regarding a patient, they are more likely to report the error, which ultimately leads to a stronger commitment to safe practices and a reduction in the error rate, according […]

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Debt Collectors May Seek You Out Via Facebook

Facebook Helps Debt Collectors – 9/25/12

Debt Collectors May Seek You Out Via Facebook Evasive debtors with big social media presences make life easier for collection agencies Facebook is great for looking up that girl who stole your lunchbox in preschool. Being clever enough on Twitter can land you a book deal. And if you’re a debt collector, social media is […]

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Where Do Website Attacks Originate

Infographic: Where Do Website Attacks Originate? – 9/25/12

Infographic: Where Do Website Attacks Originate? Web security firm Incapsula this week released the first of what it says will be a monthly report that breaks down the origin of Internet attacks by country. The first survey confirmed that the U.S. and China produce the highest volume of attacks on websites, but they don’t necessarily […]

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Deadly superbugs on the rise What you need to know - KPC

Concern has been raised once again over the threat of deadly ‘superbugs’ – 9/25/12

Deadly ‘superbugs’ on the rise: What you need to know Concern has been raised once again over the threat of deadly ‘superbugs,’ after a seventh individual at the National Institutes of Health Clinical Center in Bethesda, Md., died Friday after contracting an antibiotic-resistant strain of bacteria. According to the Washington Post, the boy from Minnesota […]

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Factors In Customer Retention

Factors Of Customer Retention – 9/25/12

Six Factors In Customer Retention   In this sixth article in the series, Paul Fileman focuses on Operations and Service Delivery. Here are some of the customer retention factors that you need to consider when transitioning from a traditional break fix model to a successful managed service provider.   Here are some facts that should […]

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JD Power and Associates Reports Gen Y and Pre-Boomers Are Most Satisfied with Their Home Phone Service

J.D. Power and Associates Reports: Gen Y and Pre-Boomers Are Most Satisfied – 9/25/12

J.D. Power and Associates Reports: Gen Y and Pre-Boomers Are Most Satisfied with Their Home Phone Service, but for Different Reasons Bright House Networks, Cox Communications, Optimum Voice and WideOpenWest Each Rank Highest in Residential Telephone Customer Satisfaction in Their Respective Region   WESTLAKE VILLAGE, Calif., Sept. 20, 2012 — WESTLAKE VILLAGE, Calif., Sept. 20, 2012 […]

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Customer Retention

Advice You Should Be Giving Your Sales Managers

Customer Retention   Your business is nothing without its clients. Whether you provide products or services, you won’t survive unless individuals or other businesses keep interested in your offerings and want to pay for them. In a difficult economy, your sales personnel fight a constant battle with competitors for new customers and to retain current clients – […]

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Can Banks Delight Customers

The New Bottom Line Of Business, Customer Delight – 9/25/12

Can Banks Delight Customers? The new bottom line of business, customer delight, is something I have discussed in relation to various sectors including: Retailing (Apple) Food industry (Kraft, Sara Lee) Conglomerates (GE) Clothing (Li & Fung) Supermarkets (Wal-Mart) Customer relationship management services (Salesforce) Computer routers (Cisco, Juniper) Computer tablets (Amazon Fire) Yesterday a reader asked […]

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Survey Finds Website's Are 9 percent Slower Than 2011

Survey Finds Website’s Are 9% Slower Than 2011 – 9/18/12

Survey of 2,000 top retail websites finds that sites are 9% slower than in 2011 E-commerce web pages are 9% slower than they were in 2011, page sizes are growing rapidly, and Internet Explorer 10 is the fastest of the major browsers. These were among the key findings of the quarterly State of the Union: […]

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Long-Term Unemployment Viewed By Hiring Companies As Worse Than A Criminal Record

Long Term Unemployment, Worse Than Criminal Record? 9-18-12

New Study: Long-Term Unemployment Viewed By Hiring Companies As Worse Than A Criminal Record A survey released today shows that people who have criminal records but are holding down a job have an easier time impressing hiring managers than do people who have been out of work for two years or more. The study is […]

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New FCC rules protect you from telemarketing robocalls

FCC rules protect you from telemarketing robocalls – 9/15/12

New FCC rules protect you from telemarketing robocalls If you want to receive annoying robocalls from telemarketers you will have to opt in. Federal Communications Commission rules now require that telemarketers get your consent before dialing your number. In addition, telemarketers will also have to obtain consent even if they had previously “done business with” […]

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Social Media Ideas

Social Media Ideas – 9/15/12

Social Media Ideas

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Stop Measuring Customer Satisfaction and Start Understanding It

Start Understanding Customer Satisfaction

Stop Measuring Customer Satisfaction and Start Understanding It Customer satisfaction is a term that is bandied about freely within the corporate world. Managers are measured on it; employees are paid bonuses on it; and firm strength is based, in part, on it. Satisfaction is one of the most common metrics used to measure customer sentiment. […]

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Charity Fundraising under Microscope

Uh oh! – Call Center Charity Fundraising under Microscope – 9/15/12

Charities Deceive Donors Unaware Money Goes to a Telemarketer Carol Patterson was waiting for a call from her doctor. When the phone rang on that afternoon in August 2011 at her home in Cortland, Ohio, it wasn’t a physician on the other end. A woman named Robin said she was representing the American Diabetes Association. […]

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World Quality Report Reveals that Two-thirds of Companies Are Inadequately Testing Mobile Applications Read more here: http://www.heraldonline.com/2012/09/12/4258361/world-quality-report-reveals-that.html#storylink=cpy

Report Reveals That Most Companies Dont Test Mobile Enough – 9/15/12

World Quality Report Reveals that Two-thirds of Companies Are Inadequately Testing Mobile Applications Report results expose lack of confidence in in-house software testing capabilities, particularly for mobile applications DAYTON, Ohio, Sept. 12, 2012 — /PRNewswire/ — Capgemini, one of the world’s foremost providers of consulting, technology and outsourcing services, and Sogeti, its local professional services […]

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Call centers warn of price hikes

Call Center Price Hikes – 9/15/12

Call centers warn of price hikes CALL CENTERS may hike prices of their services if the peso continues to strengthen, industry officials yesterday said. “When the peso is strong, the industry is being hurt because our billing rate is in US dollars,” said Jojo J. Uligan, executive director of the Contact Center Association of the […]

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Scoring that customer satisfaction goal

Different Methods to Measure Customer Satisfaction – 9/15/12

Scoring that customer satisfaction goal Six experts tell Michael Barnett how consumer feedback is measured, what methods are used and how it influences their businesses. The Panel (l-r below): Alex Hardy, consumer market insight director, Unilever UK and Ireland Samuel Rodenhausen, market research manager, Swiss International Air Lines Tina Mermiri, senior research analyst, Ticketmaster International […]

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The Disciplined Pursuit of Less

Pursuit of Less – 9/8/12

The Disciplined Pursuit of Less Why don’t successful people and organizations automatically become very successful? One important explanation is due to what I call “the clarity paradox,” which can be summed up in four predictable phases: Phase 1: When we really have clarity of purpose, it leads to success. Phase 2: When we have success, […]

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Google Crushing Small Business

Could Google Be Making Small Businesses Suffer? – 9/8/12

Google Updates Results: Small Businesses Suffer In the last few Google updates, there have been some significant changes to how the search results are displayed. The media machine has covered these events extensively as these updates have unfolded. Because of the unique position I’m in, I have an inside look at the ranking trends of […]

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The Importance of Call Center Compliance

Call Center Compliance – 9/8/12

The Importance of Call Center Compliance As every business leader knows, there are always going to be times when an organization must take risks.  However, when it comes to regulatory compliance in the call center industry, taking risks should never be an option.  Capital One Financial Corp, which has been working exclusively with low-cost offshore […]

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FTC and Facebook reach final privacy settlement, agree to 20 years of audits

FTC and Facebook final privacy settlement, 20 years of audits – 9/8/12

FTC and Facebook reach final privacy settlement, agree to 20 years of audits   The FTC has approved a settlement with Facebook after charging it with misleading users about how private their information would be kept. Facebook agreed to the changes last year, and three Commissioners voted in favor of it after a period of public […]

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Best Buy: High End Customer Service?

Best Buy: High-End Customer Service? – 9/8/12

Best Buy founder reportedly hopes to save company by cutting prices after buyout   Best Buy founder Richard Schulze, who offered to buy out the struggling company this week, apparently wants to focus on price cuts and high-end customer service instead of staying the current course of aggressive downsizing. According to The Wall Street Journal’s sources, […]

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The Customer Service Report 2012

Social Media Monitoring Report

Brands On Social Media: The Customer Service Report 2012 We are pleased to release the results of the 2012 Customer Service Index, the second of our annual reports detailing brand customer service performance on the social web. The findings – including an increase in downbeat posts compared to the previous year – show an ongoing […]

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Democrats call for Internet 'freedom,' cybersecurity legislation

Cyber-Security Legislation – 9/8/12

Democrats call for Internet ‘freedom,’ cybersecurity legislation   The U.S. Democratic Party embraced its version of Internet freedom and called for new cybersecurity legislation in its platform released as the party begins its convention in Charlotte, North Carolina. The Democratic platform, released late Monday, calls for an Internet that is “secure and reliable and that […]

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Hire an Esquire: attorney staffing startup aims to get ‘lost generation of lawyers’ hired

Lost generation of Attorneys

Hire an Esquire: attorney staffing startup aims to get ‘lost generation of lawyers’ hired   Local startup Hire an Esquire wants to shake up the legal world. Its mission is simple: make hiring attorneys as easy and efficient as possible, without hurting the attorneys’ bottom line. It may not sound sexy, co-founder Julia Claire Shapiro […]

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4 Fabulous Mistakes Committed In Telemarketing Campaigns

Telemarketing Mistakes – 9/8/12

4 Fabulous Mistakes Committed In Telemarketing Campaigns B2b telemarketing is a marketing method that has been used by marketers for the longest time. You’d think that they have already mastered the art of telemarketing by this time; however, that isn’t at all the case. A lot of b2b marketers still commit fabulously embarrassing telemarketing mistakes […]

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Mystery Shopper Scam 2012

Secret Shopper Scams 2012 – 9/1/12

Secret Shopper Scams Scam: Scammers defraud aspiring ‘secret’ or ‘mystery’ shoppers. Origins:   Employment frauds typically prey upon the gullible or the desperate whose burning desire to secure lucrative work blinds them to the scams about to be run on them. Generally, the promise of easy-to-perform labor that pays very well is held out to […]

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people-social-mashup

Social network demographics in 2012 – 9/1/12

Report: Social network demographics in 2012 Do you know how old the average Twitter or Facebook user is? Do you know what share of Reddit’s users are women? We could go on and on; when it comes to social network demographics, the questions are endless. This article is going to answer those questions for you, […]

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Feedlots Believe In BQA - Study

Feedlots Believe In BQA – 9/1/12

Feedlots Believe In BQA, Study Shows There is little doubt that the industry’s efforts to advance the cause of Beef Quality Assurance (BQA) has resulted in higher-quality beef for consumers. But how widely are BQA principles adopted, particularly by cattle feeders? To find out, USDA’s National Animal Health Monitoring System (NAHMS) conducted its Feedlot 2011 […]

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Stop Calling It Outsourcing - Corporate Services

Stop Calling it Outsourcing – 9/1/12

Stop Calling it Outsourcing Nobody is in the outsourcing business any more than restaurateurs are in the nourishment business. Both are outcomes. No one makes a restaurant choice based upon caloric value alone. That industry is better understood as providing a fine dining experience together with all the constituent elements of atmosphere, presentation, taste, quality, service […]

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How to Use Customer Service to Refine Your Buyer Persona

Use Customer Service to Refine Buyer Persona – 9/1/12

How to Use Customer Service to Refine Your Buyer Persona HubSpot published an article recently advocating that marketing teams leverage customer service to refine buyer personas. Author Pamela Vaughan argued that since service reps talk to customers all day, they possess insights that could help refine these hypothetical target customer profiles. I thought this was […]

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Insurance Companies at Lowest End of Customer Satisfaction Quality

Insurance Companies at Lowest End of Customer Satisfaction Quality – 9/1/12

Customer Satisfaction Quality in Georgia – Insurance Companies at Lowest End The FINANCIAL — Insurance, meat and dairy production are at the lowest end of customer satisfaction quality in Georgia. The results were revealed by research of the Institute for Polling and Marketing (IPM) after questioning 1,000 citizens. Banking, mobile and cleaning industries achieved the […]