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Big Data and Analytics: Creating New Value
October 14, 2016
The massive amount of data available from connected devices creates an unprecedented opportunity for increased optimization of products and services -- and, consequently, revenue. The deep investment in big data gathering and analytics is fueled by an ability to create added value for companies based on actionable business insights, and for consumers by providing lifestyle benefits.
FCC Slaps Comcast With $2.3M Overbilling Fine
October 13, 2016
The FCC on Tuesday announced that Comcast would pay a record $2.3 million fine to settle its investigation into whether the cable operator improperly charged customers for services and equipment they never approved, a practice known as "zero billing option." Federal law bans cable operators from charging customers for unauthorized equipment or services.
Dreamforce Redux
October 12, 2016
Dreamforce for many years has been too big for a single person to cover. While I participate in covering events like this, inevitably I am reduced to the story of the three blind people and the elephant. You can't experience enough of the elephant to describe it unless you can see it. Using your hands leaves you frustrated. In the case of Dreamforce, you can't go to all of the sessions.
Bring Back the CIO
October 10, 2016
The cloud revolution has made an enormous contribution to the evolution of sales and marketing software, as well as to business software of all types. There's a long list of benefits it's conferred on users -- from the ability to outsource security and maintenance tasks to the avoidance of manual upgrade processes, to the switch in payment modes, to a model more affordable for more businesses.
Salesforce Commerce Cloud Hits the Streets
October 5, 2016
Salesforce last week unveiled the Salesforce Commerce Cloud, billing it as the fastest path to unified commerce. It's built on technology from Demandware; Salesforce completed its acquisition of the company this summer. Commerce Cloud enables brands to provide personalized experiences for shoppers across the Web, mobile devices, social networks and in stores.
Incentives-Driven Disaster: Wells Fargo's Ethical Implosion
September 21, 2016
Anyone who works with sales people knows that their ultimate incentive is their commission check. Since the first time that "sales" was identified as a profession, we've been paying the people who sell based primarily on their results. This has worked well -- but things are starting to change. The drive for results at the expense of all other considerations is running smack dab into new realities.
Harlequin Romances Customers
September 6, 2016
I recently read a user story about how Harlequin -- a publisher of romance novels -- keeps its customers loyal. It has embraced several ideas that work really well, including emphasizing a consciousness of customer loyalty, keeping things simple, and focusing on personalizing relationships and engagement. Consciousness is relatively easy, but someone high on the org chart has to promote it.
CFPB Report: Consumers Have Bones to Pick With Banks
September 1, 2016
The Consumer Financial Protection Bureau on Tuesday released its August complaint snapshot, which indicates that consumers across the country have been filing a large number of complaints about access to banking services. Further, many consumers complained that when they tried to open new accounts, they were ambushed with negative reports previously not provided to them.
American Breaks People
August 30, 2016
It's easy to lose sight of people in a CRM discussion, focusing instead on the great technology and what it does under optimum circumstances. We should keep the customer in mind at all times, however, for without them what are we? Forgetting the customer is dangerous both for customers and vendors in this social age. Far from being a universal good, automation can obstruct human interactions.
Dark Days Ahead for Companies That Fail Customers
August 29, 2016
It's 2016, and there are more ways to connect than ever before. You would think customer service and customer care would be at an all-time high. Why, then, do so many customers feel they are at an all-time low? Customers are frustrated. Companies are using social networks to provide customer service, but they are failing. Companies don't seem able to put the pieces together.
Einstein to Make Dreamforce Appearance
August 25, 2016
Salesforce plans to unveil Einstein, an artificial intelligence product, at next month's Dreamforce 16. Einstein integration will give Salesforce's sales, service, marketing, collaboration and e-commerce products predictive suggestion and insights capabilities. It will serve as a new nerve system across the entire business. AI is key to Salesforce's future, CEO Marc Benioff has emphasized.
Pegasystems CTO Don Schuerman: Trust the Technology
August 23, 2016
Customers may not understand the processes that drive their experiences, and they're not eager to look under the hood, suggested Don Schuerman, CTO of Pegasystems. "The contemporary customer doesn't really care about CRM. They care about the experience they have, and in most cases they know little or nothing about the fact that there's a technology behind the scenes called CRM.
Time Warner Cable Really Doesn't Like Me
August 9, 2016
After surviving well over a year as a cord-cutter, I recently returned to the cable fold -- and after less than a month, I'm having major regrets. The problem isn't with the service itself or even with the pricing. The problem is with the lies. I wasn't entirely happy with my cord-cutting solution, but I wasn't eager to go back to a high-priced cable service either.
The 4 Fundamental Attributes of Customer Loyalty, Part 3
July 29, 2016
Dealing with customers in context can equate with personalization, as many define it. Or it can refer to enabling customers to jump out of a largely automated customer-facing process to deal with a company representative. Additionally, it can mean getting down in the weeds of some hyper-specific aspect of a customer's issue. A lot depends on what the vendor and customer are trying to accomplish.
Zendesk SVP Matt Price: CRM's Super-Exciting Road Ahead
July 12, 2016
The most important trends in CRM right now are "the rise of the millennials, the rise of the promoter economy, and the rise of the conscious consumer," said Matt Price, Zendesk's SVP of emerging businesses. "The 'R' in CRM is relationship, and all of these things impact how we develop relationships with our customers. We're moving beyond a series of transactions to relationships."
Redefining the Vendor-Customer Relationship in the IoT
June 17, 2016
The advent of a brave new world of connected products and services in the Internet of Things is forcing organizations of all sizes across nearly every industry to reconsider how they will interact with their customers in the future. As a consequence, a growing number of companies are thinking about how they have to redefine their businesses to better serve their customers going forward.
Pay TV Firms Eke Out Tiny Gains in Customer Satisfaction
June 1, 2016
After two years of declining customer satisfaction, the telecommunications sector has halted the slide, according to the ACSI Telecommunications Report 2016, released Wednesday. There was a 1.9 percent gain -- to 70.1 on a 100-point scale -- in satisfaction with pay TV services, Internet service providers, fixed-line telephone services, wireless phone services and mobile phone makers.
GetHuman Hacks Through Customer Service Maze for a Fee
May 9, 2016
GetHuman last week launched a service designed to help consumers with the tangle of customer service. For between $5 and $25, one of the eight-person company's five dedicated problem solvers, aided by bots, will call a customer service line on a client's behalf to sort things out. GetHuman also offers a company phone directory service.
The Customer Experience Tipping Point
May 2, 2016
Sometimes, it takes something drastic to change a business' behavior. Standard procedures can remain in place long after they've become detrimental, but sometimes it takes a tipping point to drive home the fact that failing to change is the surest way to fail. For example, the Ford Pinto's easily ruptured fuel tank could have been remedied with changes that ranged in price from $11 to $1.
Hospitalized Stossel Bemoans Sorry State of Healthcare Customer Service
April 22, 2016
Fox News journalist John Stossel, who recently underwent an operation for lung cancer, on Wednesday wrote that although New York-Presbyterian Hospital's medical care is excellent, "the hospital's customer service stinks." Doctors "keep me waiting for hours, and no one bothers to call or email to say 'I'm running late,'" Stossel said. He doubted all the tests he was given were needed.
Fusion Launches Enterprise Cloud Contact Center Solution
April 21, 2016
Fusion this week launched Contact360, an enterprise cloud contact center solution developed in collaboration with Technology for Business, the partner it acquired earlier this month. "Fusion will be offering a clear migration path to the cloud for TFB's Fortune 500 enterprise and government customers, and will sell into our own base of 13,000 business customers," said EVP Jan Sarro.
Crafting an Online Strategy, Part 3: How to Get Paid for Your Wares
April 21, 2016
If you're just starting to sell your crafts or other handmade items online, one of the first decisions you'll need to make is how to accept customer payments. There are a variety of choices for payment processing, and many crafters use several. The methods you choose will depend on the needs of your business and your customers. One of the most common payment methods for small businesses is PayPal.
Chatbots Drive Shopify's Kit CRM Deal
April 15, 2016
Shopify on Wednesday announced that it has agreed to purchase Kit CRM, whose Kit chatbot automatically sends out marketing text messages for online stores. It also lets businesses run targeted ads on Facebook and Instagram, make recommendations based on store activities, post on social media and use functionality provided by other social media apps, Shopify CMO Craig Miller said.
Please Hold the Music
April 6, 2016
Remember when your mother used to yell up the stairs to get you to turn your music down? Sometimes, in the age before sensitivity awareness, your dad would do the yelling and he'd substitute noise for music. Ah, the good old days. Too bad they aren't here right now yelling at vendors. ConsumerAffairs.com is the brainchild of James R. Hood, a former Washington, D.C., journalist.
The Sales Process Starts With Retention
April 5, 2016
Despite the numbers that show how lucrative retention is in an increasingly subscription-driven economy, the emphasis has been on new customer acquisition. That is still true, according to a recent study. Forty-two percent of the firms surveyed said they were increasing their budgets for customer acquisition, while only 33 percent said the budget for retention would increase.
Amazon Power User Excommunicated
March 23, 2016
Amazon has carved another notch in its belt, adding one more customer to what it has called a "tiny fraction of cases" of people who make too many returns. The company banned Greg Nelson, a computer programmer, from shopping at the site because he returned 37 of 343 items purchased, according to a report last week. The returned products were damaged, faulty or not as described, Nelson asserted.
Comcast Seeks Customers' Good Graces Through Amazon Sales
March 22, 2016
Comcast on Monday announced that it would begin selling its Xfinity TV, phone and Internet services through Amazon. The services debuted on the new Amazon Cable Store Web page, which promises to help customers choose a cable TV plan. All of the plans offered include high-definition and DVR services, along with more than 30 Xfinity products and services.
A Future Without Work?
March 17, 2016
Periodically, a blatantly silly idea gains currency, spreading throughout society, and it has one of two effects: Either it scares the heck out of people, or they become enraptured with its seeming plausibility. Last week, The New York Times published a piece set as a dialog between two economics writers, titled, "A Future Without Jobs?" I thought it fell into the silly category.
IDC Offers Insurance Companies New CRM Vision
March 16, 2016
IDC Health Insights on Monday outlined best practices for customer engagement strategies to help health insurance companies adopt a semiretail approach to interacting with members or patients. Health insurers need an integrated customer engagement strategy enabling automated interactions, shared communications, and appropriate transaction and information transparency, IDC said.
LiveOps Launches Contact Center as a Service Platform
March 10, 2016
LiveOps Cloud on Tuesday unveiled its enterprise-level CxEngage Contact Center as a Service, or CCaaS, platform. The omnichannel open framework, which was built from the ground up, integrates with standard APIs. It essentially links applications such as CRM, workforce management and business intelligence to help agents make better customer service decisions, according to the company.
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What's your alarm level over cyberattacks on the Internet's infrastructure?
Red: A deadly cyberwar will occur -- It's when, not if.
Orange: A big one could be costly and threaten public safety.
Yellow: We need to improve cybersecurity at a faster pace.
Blue: Regional outages will become more frequent and more annoying.
Green: There's no way anyone could take out the entire Internet.