Tag: "News"

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Hiring / Firing / Privacy News 6/18/12

6 Personal Secrets Your Facebook Profile Isn’t Keeping Even if you’re careful about your Facebook security, very few profiles are truly off-limits, especially if you’ve friended a few of your co-workers along the way. “So what?” You think. “There’s nothing on my Facebook profile that I’m ashamed of.” But are you really sure? You might […]

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Marketing & Sales News 6/17/12

Marketing & Sales News 6/17/12

These 6 Corporations Control 90% Of The Media In America This info graphic created by Jason at Frugal Dad shows that almost all media comes from the same six sources. That’s consolidated from 50 companies back in 1983. NOTE: This info graphic is from last year and is missing some key transactions. GE does not own […]

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Hiring / Firing News 6/17/12

Manage absenteeism to boost customer service and productivity EVERY job is important, and every employee doing a job is important to your organization success whether you are in the private, SOE or public sector. We cannot simply dismiss absenteeism with the catch-phrase “no work, no pay” – the “savings” of not paying someone who is […]

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Surveys / Satisfaction News 6/17/12

Surveys / Satisfaction News 6/17/12

Fliers’ Satisfaction with Airlines Drops, Survey Finds A J.D. Power study says that checked-baggage fees continue to be “a customer sore point” when ranking satisfaction with airlines. Passengers who paid to check bags had an average satisfaction score 85 points lower than other passengers. JetBlue and Southwest — the airlines with the highest satisfaction scores […]

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Surveys / Satisfaction News 6/17/12

Survey Names Passengers’ Most (And Least) Favorite Airlines Market research company J.D. Power & Associates is out with its annual ranking of consumer satisfaction with North American air carriers. The survey ranks Alaska Airlines highest among traditional airlines, while JetBlue tops the list of low-cost carriers. US Airways and Frontier Airlines are at the bottom […]

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Marketing & Sales News 6/7/12

Marketing & Sales News 6/7/12

Why Staples is Investing Big in Mobile Commerce As an M&A investment banker focused on the e-commerce sector, and creator of the Web-only Retail Index, a diverse group of constituents have asked me to comment on the macro environment for the office products category and outlook for mobile commerce in particular. Amazon Supply On April […]

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Customer Service Evaluation News 6/7/12

How to Fix Dysfunctional Client Relationships Q&A with customer relations expert Matt Sarkees Headache-inducing business relationships aren’t always destined for splitsville. Matt Sarkees, who analyzes customer value management as an assistant professor of marketing at Penn State Great Valley School of Graduate Professional Studies, spoke with U.S. News about the benefits of communicating with troublesome […]

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Customer Service Evaluation News 6/7/12

Customer Service Evaluation News 6/7/12

From Dell hell to Genius Bar: A customer service journey How Apple made Rafe a fanboy by selling him a fleet of unreliable, broken machines. I didn’t get how important support was. Then, recently, I had back-to-back experiences dealing with both great and terrible support for products that failed. If you make a consumer product, […]

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Marketing & Sales News 6/6/12

Marketing & Sales News 6/6/12

E-commerce firms tapping into mobile shopping Recently, ecommerce has experienced two sharply modes of development: one is that new technologies have ignited the mobile ecommerce market, and the other is that the “money burning” marketing strategy has resulted in loss group. Is ecommerce coming to the end of its prime, or is it still weeding […]

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Customer Service Evaluation News 6/6/12

Customer Service Evaluation News 6/6/12

Free shipping and delivery timing are key for customer satisfaction Deliveries and returns are an inescapable part of e-commerce, yet there are few accepted norms within the industry. Delivery times and cost vary across retailers and product categories, and can have a major impact on a consumer’s purchase decision. To find out what consumers expect […]

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Customer Service Evaluation News 6/6/12

5 steps to mine social-customer feedback Hospitality, perhaps more than any other industry, has been transformed by social media. For decades, hoteliers have relied on traditional forms of feedback—such as customer surveys, printed comment cards, website comments, etc.—as the primary methods to gauge customer satisfaction. But times have changed dramatically. As feedback volume from these […]

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Other of Interest 5/29/12

Other of Interest 5/29/12

Metrics for Running an Effective Social Care Operation The right blend of service, quality, and effectiveness measures can ensure top-notch customer service delivery via social channels. Social customer service, which uses social media to serve customers, is rapidly becoming the new, critical channel to drive satisfaction and loyalty. Organizations are at different stages of maturity […]

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Hiring / Firing news 5/28/12

Jetstar accused of hiring underpaid foreign workers Jetstar accused of paying Thai cabin crew half rate Claims crew is owed thousands of dollars Jetstar say they were paid in country of employment JETSTAR is being taken to court for allegedly allowing Thai cabin crew to be paid half the rate of the budget airline’s Australian […]

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Call Center Auditing / Quality News 5/28/12

Expert calls for guidelines on audit quality Chairman Audit Committee Institute (ACI), Mr. Christian Ekeigwe  has called for introduction of audit guidelines as part of measures to improve audit quality in the country. “Regulators, particularly the Financial Reporting Council, should pay attention to audit  – quality. This should include issuing audit quality guidelines and inspection […]

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Marketing & Sales News 5/28/12

How To Market Yourself As someone who spent a decade writing advertising campaigns for clients ranging from neighborhood real estate offices to Fortune 500 companies, I have an uncomfortable truth to share with you: nearly all advertising is a waste of money and resources. Whether it is television, radio, web, print or direct mail (especially […]

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Marketing & Sales News 5/28/12

Marketing & Sales News 5/28/12

Time to cash in on internet sales Electronic commerce, or simply e-commerce, is a thriving business around the world, but local technology experts warn that SA is lagging a good way behind. And with more and more businesses switching from physical transactions to the digital world, experts have identified retailers, and the fact that they’re […]

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Surveys / Tele-Depths News 5/11/12

Surveys / Tele-Depths News 5/11/12

Global Business-to-Business Customer Experience Best Practices Study to Highlight B2B Achievements Strong business results and competitive differentiation advantages of superior business customer experience management will be featured through the 3rd Annual ClearAction Business-to-Business Customer Experience Management Best Practices Study.   The 2012 ClearAction Business-to-Business Customer Experience Best Practices Study shines a beacon on the industrial […]

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Call Center News 5/4/12

Call Center News 5/4/12

RNC Making Calls From A Verizon Philippines Call Center Termed Hypocritical The Chicago Sun-Times reported that the Republican National Committee (RNC) used a call center based in the Philippines, to conduct a media conference, dedicated to attack President Obama’s economic record and specifically point out the high rate of unemployment in the country. The call […]

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Marketing & Sales News 5/3/12

Marketing & Sales News 5/3/12

Untangling The Complex Relationship Between Media Spend And Sales Anyone who’s been in marketing long enough can relate to the following scenario: It’s the monthly leadership meeting for your company and the agenda includes a review of last month’s performance. April sales were up 5% versus March, and media spend was up by 10%. The […]

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Debt Collection News 5/2/12

Bill Bartmann Double-Faults on Debt Collectors There’s nothing like hyperbole to get a potentially intelligent discussion about consumer debt started on the wrong foot. In a Huffington Post opinion piece yesterday that claims to be about the upcoming presidential election (but which in actuality is a thinly-veiled excuse to debase every debt collection business in […]

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Hiring / Firing News 5/2/12

‘Hire slowly, fire quickly’ One of my regular guests, Phil Town, author of the book “Rule #1,” has offered us the following advice many times on the show: “Hire slowly, fire quickly.” Training employees is expensive, so if you’re going to go through the effort make sure you’re doing it with the right person (hence, […]

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Customer Service Evaluation News 5/2/12

Make It Easier on Your Customers   Everyone is in customer service. All of us have the responsibility to help customers. In large companies, though, it can become a struggle to find a real live person to help with a problem. Jeffrey Hayzlett, chief marketing officer at Kodak, talked at the 140 Conference in New […]

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Customer Service Evaluation News 5/2/12

Customer Loyalty Programs: Stats, Facts and Opinions For this last week in April, the final week of International Customer Loyalty Month, I want to share several more interesting statistics about customer loyalty. These statistics focus mostly on Business to Consumer types of businesses, and while the numbers may not apply to Business to Business, the […]

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How To Make Customers Happy 4/8/12

How To Make Customers Happy 4/8/12

How To Make Customers Happy Jena (Germany) Are you having trouble with the dishwasher? Or with a computer, that doesn’t work as it should do? Or with an incomprehensible instruction manual for the new book shelf? No problem – there is a service hotline for cases like these after all. But if you call them, […]

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Debt Collection Practices News 3/21/12

FTC Highlights Expanded Work on Debt Collection Issues over the Past Year   The FTC Enforces the Fair Debt Collection Practices Act and Promotes Related Education, Research, and Policy Development Initiatives The Federal Trade Commission stepped up enforcement of the Fair Debt Collection Practices Act in the last year by cracking down on collectors who […]

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Tele-Depths / Surveys News 3/21/12

Unbound by convention, Carr Knowledge delivers atypical success for clients   A 27-year-old Denver police officer ventures into the Max Muscle Sports Nutrition store on South Colorado Boulevard looking for some sports nutrition products and quality advice to help her achieve a healthier lifestyle and enhance her performance during regular Krav Maga workouts. Riding a […]

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Reducing Risk Quality Audits – 3/16/12

Reducing Risk Through Supplier Quality Audits For companies with products that are not entirely vertically integrated, there are necessary dependencies with outside companies that, if not managed properly, can create added risks. These risks derive from outside supplier processes, procedures, people, and performances that are not 100 percent visible because many suppliers are remotely located, […]

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Call Center News 3/16/12

How to Stop Call Center Fraud Socially Engineered Schemes Target the ‘Helpful’ Channel While many banks and credit unions have invested in technology to thwart phishing attacks and online fraud, some have ignored the call center. As a result, fraudsters have redirected their aim. To address the threat posed by these socially engineered attacks, security […]

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INFOGRAPHIC - Facebook And Twitter 3/11/12

INFOGRAPHIC – Facebook And Twitter 3/11/12

INFOGRAPHIC: Recruiters Aren’t Using Facebook And Twitter LinkedIn overwhelmingly trumps Facebook and Twitter as the social network recruiters use to search for job candidates, with 48 percent using LinkedIn alone, according to a recent study by Bullhorn, Inc. Facebook is the least-used network by recruiters, although more candidates are looking to use it as a […]

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Tele-Depths / Surveys News 3/11/12

Survey Reveals Customers Need More Love From Their Mobile Operators   HELSINKI–(BUSINESS WIRE)–New research, commissioned by Comptel Corporation (NASDAQ OMX Helsinki: CTL1V), the leading vendor of dynamic Operations Support System (OSS) software, has revealed that two-thirds of consumers feel neglected by their mobile operators and that more than two in five are likely to churn […]

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Tele-Depths / Surveys News 3/11/12

Travelocity overtakes Expedia in annual satisfaction survey   Squeezed between travel providers on one side and meta-search sites on the other, it seems online travel agencies (OTAs) have one ace in the hole: Consumers still like using them. That’s the upshot of a new American Consumer Satisfaction Index (ACSI) report released on Tuesday. Focusing on […]

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Debt Collection Practices News 3/11/12

FTC Cracks Down On Indian Call Center, Fraudster Debt Collectors   Even scam artists are outsourcing. On Tuesday in its first crackdown on fraudulent telemarketing in South Asia, the Federal Trade Commission announced that it was shutting down two California-based companies that used a call center in India to defraud Americans out of more than […]

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Call Center News 3/11/12

Report: Consumer Info At Risk in Overseas Call Centers WASHINGTON – Most Americans know the drill: You call a company’s customer service line and often, you end up speaking with someone in another country. This can be an inconvenience because of languages and accents, but the matter is more serious than just that. Information to […]

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Call Center News 3/11/12

There are more than a bunch of small business marketing ideas, online and offline. However, while they may be effective, some may not suit with the nature of your business. You need to choose wisely among them so that you will maximize the opportunity to promote your products and services using the least possible resources. Below are quite a few factors that you will have to take into account when you are streamlining your set of options

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Marketing & Sales News 3/11/12

Inbound telemarketing is really a well-liked product info and sales method performed through telephone. In comparison with outbound telemarketing, the business owner does not initiate calls. Rather, the owner prepares to obtain telephone calls, adequately address concerns from interested clients and provide anything else that they may require.

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Call Center News 2/16/12

FCC approves new limits on automated telemarketing calls   The Federal Communications Commission approved new rules Wednesday to further limit automatically dialed or prerecorded calls know as “robocalls” and automated text messages. The FCC’s rules go beyond Federal Trade Commission rules that have been in force since 2008. “Too many telemarketers, aided by autodialers and […]

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Tele-Depths / Surveys News 2/14/12

Poor reference data management causing headaches in financial sector   About 62% of financial institutions plan to “extend or customize” their reference data management strategies over the next two years, a new survey has found. The survey of 107 reference data professionals from banks and financial services companies around the globe revealed that financial organizations […]

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Call Center News 2/14/12

Time Warner Cable to cut 155 jobs, close Albany call center Time Warner Cable is cutting 155 jobs in Albany and the closure of the Sealed Air Corporation plant in Glenville will eliminate 70 jobs in the region. Sealed Air says it is relocating the work to other North American facilities.According to notices filed with […]

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Customer Service Evaluation News 2/11/12

Employers feel no love for unscrupulous practice of ‘service sweethearting’   A new study led by two Florida State University marketing professors finds that some frontline service employees who are rewarded for hikes in customer loyalty and satisfaction also may engage in “service sweethearting,” a clandestine practice that costs their employers billions of dollars annually […]

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Customer Service Evaluation News 2/11/12

Despite Improvements in Service, Two out of Three Consumers Switched Companies in 2011 Switching rises in eight out of 10 industries; loyalty programs do not wield big influence, Accenture reports.   Two out of three consumers switched companies in 2011, even as their satisfaction with those companies rose, according to new research from Accenture. Among […]

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Marketing & Sales News 2/11/12

As Retail Sales Have Worst Year Since 1984, Online Sales Buck the Trend Perth based SEO Company Oracle Digital announces its release of new SEO strategies and tactics to help businesses gain more profits with the use of online tools (PRWEB) February 11, 2012 Perth SEO Company Oracle Digital have reaffirmed that the use of […]

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Call Center News 1/26/12

 Call center failed to live up to pledge   NuComm International, a Lafayette call center that received $2 million in local and state grants without living up to its pledge to maintain a workforce of 1,000 people from 2007 to 2013, may have to close and lay off its remaining workers by the end of […]

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Tele-Depths / Surveys News 1/20/12

Survey: Satisfaction with federal services climbs, trust sags By SARAH CHACKO   Americans were happier with federal services in 2011 than they were a year prior, though public trust is at a new low, a survey released Thursday shows. The federal government as a whole received a satisfaction score of 67 — out of a […]

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Customer Service Evaluation News 1/18/12

The 10 most hated companies in America 1. Facebook   Facebook currently has more than 800 million users. Any company of this size is sure to have some detractors. Compared to other leading social media sites, however, Facebook has the lowest customer satisfaction score from the American Customer Satisfaction Index. The site has repeatedly irked […]

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Customer Service Evaluation News 1/15/12

Customer Service Evaluation News 1/15/12

Start-ups hope to see rewards in customer loyalty By Steven Overly   Jeffrey MacMillan/Capital Business – Venga co-founders, from left, Winston Lord, Reg Stettinius and Sam von Pollaro. The start-up plans a loyalty program that allows restaurants to track patrons’ spending habits and offer perks to the most frequent visitors.   Venga came onto the […]

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Marketing & Sales News 1/15/12

Mobile Marketing Advertising Budgets Will Increase In 2012 Due To Smartphone Sales   The increase is predicted to be driven by massive Smartphone sales which have more than doubled each year. Austin, TX (PRWEB) January 11, 2012 Marketers should take note of the exponentially rising sales of smartphones as a sign that mobile phone marketing […]

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Tele-Depths / Surveys News 1/15/12

More Companies Dialing into Mobile Marketing   Perhaps as a reflection of the rapid adoption of smartphones and other internet-connected mobile devices, more companies have increased their spending for mobile marketing campaigns, according to Digital Marketer’s managing editor. The online newsletter notes that more signals suggest budgets for adding digital mobile components to campaigns are […]

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Customer Service Evaluation News 1/15/12

Pacific Life Earns DALBAR Financial Intermediary Premier Service Award   BOSTON, MA — DALBAR announced today the 2011 winners of its annual Financial Intermediary Premier Service Award. Pacific Life was the only firm to emerge as a leader in the premier service provided to financial professionals in 2011. For over two decades, DALBAR has conducted […]

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Tele-Depths / Surveys News 1/12/12

Tele-Depths / Surveys News 1/12/12

Apple and Amazon top m-commerce customer satisfaction charts by David Moth During November and December ForeSee surveyed users of the top 40 US retailer sites by sales volume, and was able to collect statistically-reliable data for 16 of them. With an average score of 76 across the 16 e-tailers, Apple (85) and Amazon (84) are […]

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Tele-Depths / Surveys News 1/9/12

For some consumers, surveys breed feedback fatigue   We appreciate your decision to read this story. Would you take a short survey about your satisfaction with the reading experience? Could you review this article on a website? Rate it for other readers? As inboxes fill with requests to appraise holiday purchases and trips, it’s prime […]