- Five Stars -- Or Ratings Purgatory?
Media Insider, Steven Rosenbaum - Monday, August 27, 2018
Does the automated system of review and punishment actually improve the quali ...
- Half Of Marketers Lack CX Connections With Millennials
Performance Marketing Insider, Laurie Sullivan - Friday, August 10, 2018
About 52% of marketers participating in a survey about serving an exception ...
- Spirit CEO Shares Operational News
Marketing Daily, Tanya Gazdik - Thursday, May 10, 2018
Spirit recently unveiled self-tagging for checked bags. This newest advancement allows custome ...
- Citizens Bank, Credit Unions Deliver Best Customer Experience
Marketing Daily, Tanya Gazdik - Monday, April 9, 2018
Citizens Bank and credits unions each earned a score of 83% a ...
- Aldi Tops Supermarket Table For Customer Satisfaction
Around the Net In MAD London, Sean Hargrave - Monday, February 12, 2018
Aldi has been named at the UK's best supermarket for customer satisfacti ...
- Study Shows Poor Follow-Up To Customer Emails
Email Marketing Daily, Ray Schultz - Tuesday, January 30, 2018
Companies are falling way short when it comes to customer service. On ...
- The Rise Of Those Annoying Talking Robots
Media Insider, Steven Rosenbaum - Monday, January 29, 2018
Has "higher than normal call volumes" become the new normal? The simp ...
- Nuance Expands Cognitive Group For More AI In Customer Service
AI & IoT Daily, Chuck Martin - Thursday, December 14, 2017
Nuance is expanding its cognitive innovation group, which focuses on machine learni ...
- Prepare For An Influx Of Customer Communication This Holiday Season
Email Marketing Daily, Jess Nelson - Wednesday, November 22, 2017
Consumers and businesses alike can expect a bombardment of phone calls a ...
- The Bumpy Road Ahead For AI In Sales, Customer Service
Connected Thinking, Chuck Martin - Thursday, November 9, 2017
More companies are expected to deploy various forms of artificial intelligence ne ...
- Social Media Is A Customer Service Letdown
Around the Net In MAD London, Sean Hargrave - Monday, November 6, 2017
The trend for consumers to use social media as a customer servi ...
- Social Failing Customers? There's A (Whats)App For That
London Blog, Sean Hargrave - Monday, November 6, 2017
Research shows social media is letting down customer service because that's n ...
- Google's Contractor Marketplace Expands, Rebrands To 'Local Services' In Search
Search & Performance Marketing Daily, Laurie Sullivan - Tuesday, October 31, 2017
Sponsored Ads allow businesses participating in Local Services by Google to ser ...
- CMO Council: Aftermarket Still An Afterthought
Digital News Daily, Laurie Sullivan - Tuesday, October 10, 2017
Just 45% of marketers at manufacturing companies say their companies view aftermark ...
- Evergage Releases Triggered Email Campaigns
Email Marketing Daily, Jess Nelson - Thursday, September 14, 2017
Evergage is doubling down on email, releasing a new trigger-based email to ...
- CEOs Give Themselves High Marks For Improving Customer Experiences
Connected Thinking, Chuck Martin - Tuesday, September 12, 2017
Improving customer experience is one of the main drivers of digital transformati ...
- 888 Gets Record Fine For Not Protecting Customers
Around the Net In MAD London, Sean Hargrave - Thursday, August 31, 2017
Online gambling company 888.com has been fined a record GBP7.8m for ...
- Come Fly With Me -- But Don't Expect Customer Service
London Blog, Sean Hargrave - Thursday, August 31, 2017
Travel sites have been outed as failing half of the Brits th ...
- Customer Service Means Remarkable Service
Research Brief, Jack Loechner - Tuesday, August 29, 2017
There are four customer service trends that are impacting customer relationships, a ...
- Airlines Customer Satisfaction Takes A Turn For The Worse
Around the Net In MAD London, Sean Hargrave - Wednesday, July 26, 2017
The airlines industry has nosedived in a new study in to custom ...
- BA's Crown Slips As Airlines Outed For Poor Service
London Blog, Sean Hargrave - Wednesday, July 26, 2017
New research shows that no industry has worsened in customer experience ...
- Do You Know Your Andres?
Media Insider, Scott Gillum - Thursday, July 20, 2017
There's a grocery store a few miles from my house. It's sma ...
- Help! Customers Value Service Above All Else
Email Insider, Ray Schultz - Tuesday, July 18, 2017
Consumers want service more than a 24/7 omnichannel experience, a new surv ...
- Less Than Half Of Consumers Satisfied With Email-Based Customer Service
Email Marketing Daily, Jess Nelson - Thursday, July 13, 2017
Eight out of ten shoppers are willing to switch brands after ...
- Aldi Tops Customer Service League
Around the Net In MAD London, Sean Hargrave - Wednesday, July 12, 2017
The Institute of Customer Service has named Aldi as the top supermark ...
- 5 Offline Local Business Factors That Surface In Online Reputation: Part I
Search & Performance Marketing Daily, Miriam Ellis - Monday, June 12, 2017
There are five elements that repeatedly surface when consumers contribute -- accurate ...
- Apple, IBM Partner To Focus City Furniture On Cross-Channel Experiences
Search & Performance Marketing Daily, Laurie Sullivan - Friday, May 26, 2017
The stores have seen an average increase in the average order val ...
- Gap Between British And US Customer Experience Widening
Around the Net In MAD London, Sean Hargrave - Friday, May 19, 2017
American customer experience is typically better than in the UK, but n ...
- Shoppers Are Fickle On Stock Levels
Around the Net In MAD London, Sean Hargrave - Friday, May 19, 2017
European shoppers do not have a lot of patience. While 70% a ...
- Forget Chatbots -- People Want To Talk To People
Around the Net In MAD London, Sean Hargrave - Thursday, May 11, 2017
Chatbots may be fine, but humans actually want to talk to oth ...