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Adoption of online tools should facilitate interaction by customers -- e.g., interactive product imaging and site search. Tools that engage customers promote increased activity, and thus more data, which in turn generates insights obtained through analytics to create a better customer experience. |
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Monday, 12 February 2007 |
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So, you’ve set up an offshore contact center to handle customer inquiries. You realize that some of your American customers may react negatively to agents who "sound foreign." American customers may have trouble understanding unfamiliar accents, so you’ve trained your phone agents to sound American. But what about their e-mail? |
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Monday, 12 February 2007 |
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Quality in a service or product is not what you put into it. It is what the client or customer gets out of it. |
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Thursday, 08 February 2007 |
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I hear a lot of complaints about how complicated modern technology has made our lives. I admit I make my fair share of them. |
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Thursday, 01 February 2007 |
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British companies seem reluctant to create their own web logs, but are they missing out on free exposure? |
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Tuesday, 30 January 2007 |
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It will all resemble something out of an episode of "The Jetsons," yet there is something luxurious and comforting about being free from the monotony of daily details. Customers like the ability to get something without thinking about it, especially when it is a commodity they know they need and must have or use. |
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Tuesday, 30 January 2007 |
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How important is security? Consumers want safety and competence from their banks, which are different values than they want from retailers. |
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Tuesday, 30 January 2007 |
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AnchorBank hopes that in the very near future, staff will be able to help customers use the Internet for banking by actually logging onto the customer's desktop to make fixes and help with navigation from a remote location. |
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Monday, 29 January 2007 |
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As e-mails multiply, so do the problems, from the unabated increases in spam to increasing scrutiny by regulators |
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Monday, 22 January 2007 |
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According to a new study customers swear, shout, get headaches, and even cry as a result of
negative experiences with the companies they buy from. |
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Monday, 15 January 2007 |
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