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Another Bleak Black Friday for Apple Fans
November 21, 2014
Apple is a company that bucks trends, that does things its own way, that manages its business through highly tuned cycles. One thing Apple barely does at all, though, is offer any sort of special deal or sale price. Not even on Black Friday. Or Cyber Monday. Or just because. Heck, when Apple celebrated 25 billion App Store downloads, it gave one person a $10,000 iTunes Gift Card.
SMS: It's Not Just for Marketing Any More
November 20, 2014
There appears to be a new trend emerging in the enterprise mobile engagement space, according to OpenMarket. Increasingly, its enterprise customers are adapting its platform to use SMS in new ways, said Tim Fujita Yuhas, the company's director of product management. Sometimes those uses are obvious CRM plays; sometimes they fall more under the rubric of Internet of Things.
Picture This: Instagram for CRM
November 18, 2014
With millions of active monthly users, Instagram is a prolific, lively social media community. Businesses want to get in on the Instagram game in order to boost marketing and enhance customer relations. It might not be immediately obvious to some businesses, however, just how they can get involved with Instagram and make it work for them. One way is to invite customers behind the scenes.
Kana Burnishes Omnichannel Customer Engagement Tools
November 11, 2014
Kana has announced the first major upgrade of its flagship enterprise product following its acquisition earlier this year by Verint. Kana Enterprise Customer Engagement Optimization platform has been available since Oct. 31. At its core, the platform is the same, said Director of Product Marketing Kana Kelly Koelliker. It provides tools to facilitate customer engagement across multiple channels.
Bringing Luxury Online
November 11, 2014
More shoppers are turning to websites as a way to connect with brands and make purchases, and companies are investing heavily in their online presence to ensure that they are delivering a top-notch experience. While the majority of retailers recognize the power of e-commerce, there remains a specific subset of sellers that are hesitant to hop on the online bandwagon: luxury brands.
Webrooming Takes the Sting Out of Showrooming
November 07, 2014
Showrooming, the bane of retailers, is the consumer practice of visiting a brick-and-mortar store to test out merchandise and then buying the same model online at a cheaper price. Now there's "webrooming" -- a new buzzword for a trend that's been gaining momentum. Webrooming is the consumer practice of using the Internet to research a purchase and then going to a physical store to buy it.
Amazon Adds Unlimited Photo Storage to Prime Goodie Bag
November 05, 2014
Amazon on Tuesday announced the addition of free unlimited cloud photo storage for members of its Prime premium shopping service. The new storage feature, Prime Photos, works with Amazon Cloud Drive, the company's free storage offering comparable to iCloud, Microsoft OneDrive and Google Drive. Prime Photos initially will be available for U.S. members only.
Starwood's Keyless Entry Streamlines Hotel Check-In
November 04, 2014
Starwood Hotels and Resorts Worldwide -- which owns and manages a number of high-end hotel brands including the St. Regis, The Luxury Collection, W, Westin, Le Méridien, Sheraton, Four Points by Sheraton, Aloft and Element -- has announced the rollout of SPG Keyless, a tech offering that allows guests to use their smartphone as a room key. Hilton introduced similar technology earlier this year.
Pegasystems Glides Through Social, Mobile Channels
November 03, 2014
Pegasystems has unveiled a major upgrade to its customer service application, offering new functionality both for consumers and customer service reps. Pegasystems seeded the mobile version of Pega Customer Service with new functionality as well, said Steve Kraus, senior director of product marketing for CRM Solutions at Pega. The end goal was to assist users offering omnichannel customer service.
A Customer Experience Secret Weapon
October 31, 2014
There aren't many areas in business where processes used to save money and maximize deal sizes also result in a better customer experience. The exact opposite is usually the case -- the drive to save money by making an internal process more productive or to increase the amount being sold to the customer usually impacts the customer experience for the worse. A notable exception is CPQ software.
Apple Pay May Leave CurrentC in the Dust
October 30, 2014
Apple's debut of Apple Pay has been more than a little bumpy, and the company may be in for some additional negative press about its competitive position before the dust settles. However, there is one major factor in Apple's favor that could help it win the mobile payments tug-of-war in the end: time. It's chief competition, CurrentC, won't launch for another few months.
Apple Pay vs. CurrentC: Prelude to the Beacon Wars
October 30, 2014
The current dustup between Apple Pay and CurrentC is a stark, bleak mess. That's not because Apple promises an easier, more secure way of making a smartphone-based retail transaction. Nor is it because CurrentC wants to harvest data on you and provide behavior-bending coupons, incentives and special deals, while cutting out the middleman credit card processing industry. It gets worse.
Lowe's Gives Robotic Customer Service a Good Name
October 28, 2014
Lowe's soon will add two robots to the customer-service staff at one of its San Jose, California, stores. Called "OSHbot," the robots will assist customers at the Lowe's-owned Orchard Supply Hardware store by directing them to specific products and providing real-time information about promotions and inventory. The OSHbot was developed through a partnership with Fellow Robots.
Some Apple Pay Users Get Double-Billing and Double-Talk
October 22, 2014
Shortly after Apple Pay's Monday launch, some eager early users were unsettled to see duplicate charges on their accounts. Apple Pay lets iPhone 6 or iPhone 6 Plus users store credit card information on their devices and then pay for products using tap-to-pay terminals in stores, or via apps when shopping online. However, in some cases, it appears to be dinging consumers' accounts twice.
Mea Culpa: Social Media Apology Do's and Don'ts
October 21, 2014
When DiGiorno tweeted, "You had pizza. #WhyIStayed," Twitter lit up with criticism of the brand. The hashtag "WhyIStayed" is associated with domestic violence. In response to the firestorm its tweet unleashed, DiGiorno peppered its Twitter feed with apology after apology, all of them essentially like this: "A million apologies. Did not read what the hashtag was about before posting."
A Lot to Like in the Midwest
October 01, 2014
There was a lot to like at Salesforce ExactTarget's Connections 2014 user conference in Indianapolis last week. Now all that's needed is a shorter name. The words "marketing cloud" need to be fitted in there too, but I forget how. Perhaps it's ExactTarget's Midwest roots, but I can see a genuine concern for the customer emanating from the ExactTarget Marketing Cloud and it plays well.
AmazonFresh, USPS Could Be Marriage Made in Heaven
September 25, 2014
Commission for approval of a two-year test that would expand its collaboration with AmazonFresh, a service that offers same-day delivery of perishable groceries and other items. The postal service said the expanded test could bring in revenue of more than $10 million a year. The USPS has been collaborating with Amazon for years. It has delivered books, movies and consumer electronics.
The Growing Allure of E-Commerce Systems Integration
September 24, 2014
The power of e-commerce lies in the simplicity and ease of use delivered to customers. Giving customers the ability to quickly find a product, buy it and have it delivered -- without visiting a store or even speak with a salesperson -- lets companies sell on a massive scale with little overhead. However, behind the simple purchasing process that the customer sees is a very complex set of systems.
Giving Your B2B Customers an Experience That Fits
September 23, 2014
Just as businesses used to fool themselves into believing they controlled the customer conversation, many businesses today think they define the customer experience. They think that by assembling the right combination of processes, environment and people, they can develop an experience that will delight the customer. The B2B customer, however, typically has a well-defined experience in mind.
Jive Software Tightens Its Connections
September 22, 2014
Jive Software recently unveiled upgrades to its Summer Cloud release of its two flagship products -- the Jive and JiveX communication and collaboration suites. There has been a slew of improvements to both suites, ranging from better UIs, mobile optimization and third-party integration to new community management tools. In particular, there has been a great deal of energy around JiveX.
The Fine Art of Managing Inventory in an Omnichannel World
September 16, 2014
Change in the retail industry is occurring at such a breakneck pace that few retailers have the opportunity to take a moment to consider how emerging and disruptive trends are fundamentally transforming the business -- potentially making historical best practices outdated and irrelevant. In fact, a business concept that increasingly is becoming a focal point for many retailers is omnichannel.
The 5 Worst Blunders of CRM-Destroying Execs
September 09, 2014
One of the CRM secrets to success is executive buy-in. That typically means the support of a high-level executive for the deployment and use of CRM technology. That executive often is an SVP of sales, or maybe a chief revenue officer or a CMO. The support of multiple executive roles is critical to implementing and supporting a CRM strategy. Having the buy-in of one executive is not enough.
Yelping Back: Using Yelp to Turn Customers Into Fans
August 12, 2014
After writing a positive review of Roy's Hawaiian Grill on Yelp, Matt Siltala received a "thank you" from the company. It's that kind of active involvement with Yelp that Avalaunch Media President Siltala recommends to his clients. "I love Roy's Hawaiian Grill because it's done that for me," Siltala said. "It makes you love the brand even more and go back more and spend more."
Hotel Bites Internet - Internet Bites Back
August 04, 2014
Online reviews are a modern-day fact of life for any company operating in the hospitality industry, but an Internet maelstrom erupted when one hotel's surprising response to that reality was brought to light. Namely, the Union Street Guest House in upstate New York threatened to charge those who booked wedding parties at the venue $500 for every bad review posted online by any of their guests.

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