Archive for October, 2012

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California state budget calls for spending $131 billion dollars this fiscal year,  Estimated 50% Is Wasted - 10/28/12

California state budget calls for spending $131 billion dollars this fiscal year, Estimated 50% Is Wasted – 10/28/12

Californians Think Half of Every Dollar the State Government Spends Is Wasted The California state budget calls for spending $131 billion dollars this fiscal year. We asked 696 Californians in the latest Reason-Rupe poll for every dollar the California state government spends, about how many cents do they think are wasted. The average respondent said about half: […]

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The Problem with the Call Center

It Turns Out There’s Reason To Think These Call Center Tactics Aren’t Working So Well Anymore – 10/28/12

The Problem with the Call Center You know those calls that come from colleges often? The ones where perky undergraduates call to ask if you’d like to contribute $5 to the annual fund? It turns out there’s reason to think these tactics aren’t working so well anymore. According to an article by Rachel Getzenberg in […]

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Top 10 CRM Tricks Guaranteed to Lose Customers

How Can You Prevent The Loss Of Customers With The Top 10 CRM Tricks Guaranteed to Lose Customers – 10/28/12

Top 10 CRM Tricks Guaranteed to Lose Customers There’s a ton of evidence supporting the business value of great customer support. It’s not just a matter of happy customers and loyalty—a solid customer base can make a real difference to profitability and even stock price. However, that’s not to say you should overinvest in CRM […]

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23 Hints For Creating Content That Google Loves (Infographic)

Creating SEO Content That Google Loves – 10/28/12

23 Hints For Creating Content That Google Loves (Infographic) Since starting this blog I have focused on two key activities. Creating content that is relevant and adds value. The other was building tribes on social networks. I didn’t focus on optimising my site for search engines also known as search engine optimisation (SEO) and playing […]

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Debt Collectors Face a New Watchdog

Dodd Frank Impact on Debt Collectors – 10/28/12

Debt Collectors Face a New Watchdog For the first time, debt collectors have a federal regulator. Starting on Jan. 2, the Consumer Financial Protection Bureau will supervise companies that collect at least $10 million a year in consumer debts. In the past, debt collectors faced some supervision at the state level and consumers could complain […]

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After firing entire police force, NJ city adds new, unarmed officers

City Fires All Police, Hires Civilians

After firing entire police force, NJ city adds new, unarmed officers CAMDEN, N.J. — Next year, when a new county police force starts patrolling Camden, replacing an embattled city department, residents will see many new faces beyond the armed officers. Dozens of unarmed, uniformed civilians—without arrest powers—will be trained to collect evidence at crime scenes, […]

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Call to Action Safeguarding the Integrity of Healthcare Quality and Safety Systems

Call to Action Safeguarding the Integrity of Healthcare Quality and Safety Systems

The National Association for Healthcare Quality, an organization dedicated to improve healthcare quality and safety, recognizes an urgent need to protect professional integrity and assure that all healthcare professionals can express concerns about quality and safety without fear of retaliation. A strong and just safety culture is imperative to achieve our shared aim of providing […]

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Website Traffic Tracking and Consumer Deception

Website Traffic Tracking and Consumer Deception – 10/28/12

Market Research Firm ‘Compete’ Settles With FTC Over Consumer Deception     Compete, Inc., the Web market research firm that keeps track of website traffic and recently worked with Twitter to measure the impact of Twitter political advertisements on donations, settled with the FTC on Monday over charges that Compete intentionally deceived consumers into downloading tracking software […]

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Educate Buyers About the Drawbacks and Pitfalls of Their Choices

Educate Buyers About the Drawbacks and Pitfalls of Their Choices – 10/28/12

How Much Choice Is Enough? Customer Satisfaction Increases When Operators Clarify Choice If there are negatives to consumers, then by extension, there must be negatives to our businesses. So what exactly are the negatives of too many choices, and how do they affect consumers? Paralysis: When consumers are overwhelmed by options, they may choose none […]

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The Hospitality Industry Has Reached A Seven-Year Low In The Key Areas

The Hospitality Industry Has Reached A Seven-Year Low In The Key Areas – 10/20/12

A Microcosm Of Why Hotel Customers Are Not Happy According to a recent J.D. Power consumer-satisfaction study, the hospitality industry has reached a seven-year low in the key areas of check-in/checkout, services, facilities and food and beverage. It’s within one point of the low for the guestroom itself. These results were front and center during […]

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Government Over Time Out Of Control

Government Over Time Out Of Control! – 10/20/12

Homeland workers made $900,000 in OT over 6 years During the past six years, employees in the state Division of Homeland Security and Emergency Management have collected more than $900,000 in overtime pay, filling in at a emergency call center in the state Capitol’s basement, according to an audit released Tuesday. Homeland security workers received […]

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Patients Rallied To Fight Regulation

Patients Rallied To Fight Regulation – 10/20/12

How Compounding Pharmacies Rallied Patients To Fight Regulation   When senators met nearly a decade ago to consider the dangers of pharmacies that mix or alter drugs with little federal oversight, health officials briefed them on some alarming findings about the safety and efficacy of drugs made by these “compounding pharmacies.” Dr. Steven Galson, a […]

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American Customer Satisfaction Index (ACSI) - Household Products Mostly Stable

American Customer Satisfaction Index (ACSI) – Household Products Mostly Stable – 10/20/12

Customer Satisfaction With Beverages, Cigarettes and Household Products Mostly Stable Amid Changing Consumer Preferences ANN ARBOR, Mich. — Customer satisfaction with four nondurable categories comprised of everyday consumer purchases remains relatively stable, according to a report released today by the American Customer Satisfaction Index (ACSI). Purchasers of beer, soft drinks, cigarettes or personal care & […]

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Social Media - Top Tips On Posting And Responding To Comments

Social Media – Top Tips On Posting And Responding To Comments – 10/20/12

 

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Calif Governor Brown Signs Laws to Protect Privacy for Social Media Users

Social Media Gets A New Law – 10/20/12

Calif. Governor Brown Signs Laws to Protect Privacy for Social Media Users SACRAMENTO, Calif. /California Newswire/ — Governor Edmund G. Brown Jr. today took to Twitter, Facebook, Google+, LinkedIn and MySpace to announce that he has signed two bills that increase privacy protections for social media users in California. Assembly Bill 1844 (Campos) and Senate […]

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Contact Center Performance Management Leads To Happier Customers - 10/20/12

Contact Center Performance Management Leads To Happier Customers – 10/20/12

Contact center performance management leads to happier customers Contact center performance management software and processes are mission-critical. CCPM captures and analyzes all aspects of a contact center’s performance, and rapidly identifies when goals are not being met. Contact center performance management (CCPM) software products deliver information on a historical, near-real-time and real-time basis, giving managers […]

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Mobile Device Explosion in the Workplace Creates Need for Heightened Security

Why Is Mobile Security So Important In The WorkPlace? – 10/20/12

Mobile Device Explosion in the Workplace Creates Need for Heightened Security Mobile devices have taken the workplace by storm, but the proliferation of these devices has created a new set of security challenges. After a number of high-profile data breaches and “hacktivist” incidents last year, many companies have focused on protecting their corporate networks. But […]

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What Protects Us Vs Food Recalls - 10/20/12

What Protects Us Vs Food Recalls – 10/20/12

In wake of food recalls, what’s keeping us safe? This summer, Giant Food stores across the Delmarva Peninsula gave managers a nightmarish puzzle. A massive tomato recall forced the grocer to determine where tomatoes had originated and which stores the tomatoes had been shipped to, said Terry McGowan, director of food safety and quality assurance […]

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Is Our Money Spent Well? Fraud Waste Abuse and Big Scary Numbers

Is Our Money Spent Well? Fraud, Waste, Abuse and Big Scary Numbers – 10/20/12

Fraud, Waste, Abuse and Big Scary Numbers   When the spending of public money is at issue, fraud, waste and abuse are almost always lumped together–and joined with big scary numbers to make our society seem worse and government more incompetent. Better policy responses depend on drawing appropriate distinctions among fraud, waste and abuse and […]

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PwC report shows hospitals saw increased employee turnover

Report: Why Is There Such A High Employee Turnover? – 10/20/12

PwC report shows hospitals saw increased employee turnover NEW YORK – According to a PwC Saratoga report on human capital effectiveness in the United States, organizations across a variety of industries, including the hospitals sector, continued to control costs and manage an evolving workforce in 2011. Organizations also experienced increases in turnover and continue to […]

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educated hospital patient

An educated consumer is the best hospital patient – 10/14/12

An educated consumer is the best hospital patient Last August, Consumer Reports magazine created quite a stir. That CR issue revealed its assessment of hospital safety across the nation. It included a safety report that ranked patient safety at a sampling of New York State hospitals. CR’s low safety rating of some local and area […]

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5 Steps To Evaluate Your Company's Digital Marketing Strategy

Simple Things You Can Do To Track Your Company’s Digital Marketing Strategy – 10/14/12

5 Steps To Evaluate Your Company’s Digital Marketing Strategy       The thing about digital marketing strategies is that every company has one, even if you’re not the one actively controlling it. Even if you’ve never spent a minute on Facebook, Twitter, Pinterest or any other Web property, customer opinion is forming about your […]

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BBB Mystery Shopping Scams

BBB Is Warning Consumers To Think Twice Before Accepting A Mystery Shopping Job – 10/14/12

BBB warns against mystery shopper job scams If you’re looking for extra income it can be tempting to consider ads that recruit for “mystery shoppers.” While it’s true that some business industries use mystery shopping, Better Business Bureau has found inherent problems with several businesses offering so called ‘shopping’ opportunities. Consumers have contacted BBB Upstate […]

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New Facebook Customer Satisfaction Survey - 10/14/12

New Facebook Customer Satisfaction Survey – 10/14/12

Facebook Conducting Customer-Satisfaction Survey A Facebook customer-satisfaction survey appears to be making the rounds, but this one sticks to the user experience, and doesn’t detour into politics, like a similar effort that was released in error last month. Some Facebook users (including yours truly) are being greeted by a message at the top of their […]

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New Survey Suggests The iPhone 5 Is Besting The Galaxy S III

iPhone 5 Vs Galaxy S III – Who Is Winning? – 10/14/12

New Survey Suggests The iPhone 5 Is Besting The Galaxy S III Three weeks ago, consumers were only just getting their hands on the iPhone 5. Now, Apple’s phone is generating more Web traffic than Samsung’s Galaxy S III, which first went on sale in July. According to a new Chitika survey, between the two […]

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Retailers-Top-Marketing-Biz-Challenges-Sept2012

56% Of Retail Marketers Have Essentially No Clue As To Who Their Best Customers Are – 10/14/12

Nearly Half Of Marketers Don’t Know Who Their Best Customers Are I have to admit when I first came across this statistic – which comes courtesy of a survey conducted by RSR Research, I had to go back and re-read it again. Then get more coffee then re-read it again. But there it was, 56% of […]

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VP Debate Tops 10 Most Social TV Events of All Time

Infographic VP Debate Top 10 Social Media Event Of All Time – 10/14/12

VP Debate Tops 10 Most Social TV Events of All Time [Infographic] The first and only Vice Presidential Debate of the 2012 campaign generated 4.9M comments across Twitter and public Facebook, making it the #8 most social TV event of all time! Twitter accounted for 4.6M comments and Facebook accounted for 281K comments. For political […]

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You're fired!

You’re fired! A Better Way To Let People Go – 10/14/12

You’re fired! You’re fired!” Regardless of how those two words are spoken, or whether or not a euphemism is used such as “let go” or “dismissed,” it’s a painful process for everyone involved. When the moment of truth does arrive to fire someone, here are some hard-learned lessons about the right way to do it. […]

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‘You should’ve served US better and died!’ Debt collector berates disabled veteran

‘You should’ve served US better and died!’ Extreme Debt Collection Practices – 10/14/12

‘You should’ve served US better and died!’ Debt collector berates disabled veteran A debt collector, angered that a disabled US Army veteran was living off of disability payments, told him he “should have died” in war instead of “taking advantage of” other Americans. Debt Collections ­Minnesota-based debt collection agency Gurstel Chargo is now facing a […]

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Hand Hygiene

Electronic Audits To Determine Hand Hygiene Compliance To Boost Patient Safety – 10/7/12

Adopting Electronic Hand Hygiene Monitoring Systems to Boost Patient Safety   Hand hygiene is one of most critical factors in ensuring patient safety and quality in a healthcare organization. Thomas Diller, MD, MMM, vice president of clinical effectiveness and quality at Greenville (S.C.) Hospital System University Medical Center, and Heather McLarney, vice president of marketing […]

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The real drivers of customer satisfaction?

There Is No One Single Thing You Should Be Doing To Create Satisfied Customers – 10/07/12

The real drivers of customer satisfaction?   “If you don’t know what best in class looks like, then how are you going to achieve it?” This was the question that Matt Rennstram, from contact center auditing firm Bright UK, asked delegates at the Call Center Focus Conference this morning. Speaking alongside Chris Plank, customer service […]