Wednesday - December 17, 2008
Move over Black Friday and Cyber Monday, and make room for yet another retail-inspired shopping event. Free Shipping Day is here -- or rather, it will be here on Thursday, Dec. 18 -- the last day someone can order a gift online and have it guaranteed to arrive on Christmas Eve with free shipping. Free Shipping Day is the brainchild of Luke Knowles, who hatched the idea just a few weeks ago. There are now 250 retailers participating in the campaign.
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Thursday - December 11, 2008
Have you ever answered one of those "how was our service?" questionnaires to let somebody know you weren't happy with the experience you'd had, and then never heard anything back from the business that asked? Or maybe this holiday season your boss asked where the staff wanted to go for the office party, only to have him pick his favorite spot regardless.
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Friday - December 5, 2008
Are cable "bundle" customers changing channels to wireless telecom services? A recent study by the CFI Group, which focuses on measuring customer satisfaction and CRM issues, indicates they are. That is, if they can. Some can't, either because the choice is unavailable, or they have signed the option away.
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Monday - November 24, 2008
Richard Owen doesn't have the title "consumer advocate" on his business cards. But as chief executive of Satmetrix, a San Mateo, Calif., company that measures customer feedback, Owen says he helps clients build their businesses by making customers happy. With an economic downturn looming, Owen says, more companies may be tempted to lower costs by cutting back on customer service, or to boost revenue by adding on fees.
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Saturday - November 22, 2008
In spite of the rocky economy, customer satisfaction as measured by the University of Michigan had a modest 0.1 percent drop in the third quarter. The American Customer Service Satisfaction Index now has a score of 75 on a 100-point scale for the nondurable goods sector, which includes apparel, athletic shoes, breweries, cigarettes, food manufacturing, pet food, personal care and cleaning products and soft drinks.
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Friday - November 21, 2008
The joke used to be on the U.S. Postal Service. Indeed, jabs about the government's mail system may have driven business to private-sector competitors like United Parcel Service, Federal Express and DHL. That was decades ago; now, it seems, some of the same companies designed to outperform the USPS have attracted complaints about sluggish deliveries and failure to deliver.
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Friday - November 14, 2008
As I watch the world economy spiraling downward, I thank my lucky stars that I happen to work in one of the few industries that is expected to grow despite the downturn. Nonetheless, online retailers are going to face slower growth than we were all predicting even a few weeks ago, and the industry is being forced to completely reevaluate budgets and priorities.
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Thursday - November 13, 2008
If you've flown lately, you know the drill: long lines, delayed flights and higher ticket prices. Consumers have come to expect no less, and no more, from air travel. Even without the stress from a struggling economy, air travel in particular tends to bring about discomfort, dissatisfaction and anxiety, both for employees and for customers.
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Tuesday - November 11, 2008
Five years ago, Mark Goldstein and three partners recognized that loyalty programs were becoming a cottage industry. Coming up with the right way to manage those programs, he believed, would be a neat trick. So would finding an effective way to lure in customers. "The toughest part of the business is the selling," Goldstein, founder of San Francisco-based Loyalty Lab, told CRM Buyer.
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Thursday - November 6, 2008
As the economy continues to decline, retailers are fighting a fierce battle for a share of the consumer's wallet. Every customer counts, but the loyal customers are particularly valuable, especially when your competitor is just a click away. The Web gives consumers access to far more options than were available in pre-Internet days.
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