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Report: Most Insurance Customers Are Fed Up
February 27, 2015
If you dislike your insurance company, you are not alone: Worldwide, less than 30 percent of consumers have positive experiences in dealing with their insurers, according to Capgemini's World Insurance Report 2015. North America saw the largest decline in satisfaction -- 8.3 percentage points. Positive customer experience ratings for Generation Y fell the most in North America -- 10.9 percent.
Solving for the Customer
February 19, 2015
You'd probably take umbrage at the notion of a weak human, and rightly so, because in business you have to be able to play with the team you have, not the one you wish for. So for business purposes, let's think in terms of empowered humans, since we always want to empower our employees to do great things -- at least we should.
Retail Shoppers Get More Satisfaction Online
February 19, 2015
Customer satisfaction with retail has dropped for the first time in four years, according to the American Customer Satisfaction Index -- except in the subcategory of e-commerce. All of the brick-and-mortar retail categories registered weak or flat customer satisfaction for the fourth quarter of 2014, while online retail posted a year-over-year gain.
Are Call Centers Ready for the Internet of Things?
February 17, 2015
The IoT represents a wealth of untapped riches -- and there's no shortage of data highlighting the potential this technology has for the economy. The demand is there, as is the supply. However, there's one piece that may or may not be missing, depending on whom you ask: the back end capacity to handle the information these devices will generate.
Parature from Microsoft Caters to Customer Service Pros
February 10, 2015
Roughly a year after it acquired Parature, Microsoft last month unveiled the Spring '15 release of Parature from Microsoft. The new application, the first major release since the acquisition, adds to Parature's self-service and knowledge management functionality. The feature set focuses on increasing the productivity of customer service teams as well as giving them additional above-the-queue insights.
Customer Science
January 28, 2015
Part of my new year routine has been ordering new business cards. In this electronic age, they are the only things I actually print, and I'm a writer! In a few weeks I'll publish a book, Solve for the Customer, in paperback, and the two are related. I made a discovery while writing the book that fundamentally changes what I do for a living and the title I use, hence my need to reprint.
Engage.cx Makes Customers an Offer They Can't Lose
January 27, 2015
Engage.cx just secured $2.9 million in Series A financing. The round of participating investors is noteworthy, but for the CRM industry the real intrigue lays in Engage.cx's premise -- or rather, promise: how to present a unified cohesive customer service operationr, no matter which channel is used. Other vendors claim they can do this, but Engage.cx is taking a novel approach.
The Top 20 CRM Blogs of 2014, Part 2
January 20, 2015
The second half of the Top 20 Bloggers list is the half that holds the most surprises and fresh faces. This year, it also has the most variety -- from non-English speakers to blogs targeted at small businesses -- as well as plenty of marketing-oriented content. There also are some re-entries to the list who have rediscovered their blogs and come roaring back.
The Top 20 CRM Blogs of 2014, Part 1
January 12, 2015
The field of CRM bloggers is like the start of a marathon: There may be thousands of entrants, but there are only a few elite runners. Spotting them in the rest of the pack is not always easy -- especially as their enthusiasm for blogging waxes and wanes, or as they move into other formats, like becoming regular columnists in publications. However, there are a few things that identify the elite.
The Way to a Customer's Heart Is Through Your Employees
January 08, 2015
Companies need to understand that their employees are key to keeping customers satisfied, said Bruce Temkin, managing partner of the Temkin Group. Temkin identified eight customer experience trends for 2015 and advised companies to train their staff in those areas. However, "all the training in the world ... will fall short if the leadership team is not on board," he said.
Surviving 4 Inescapably Unfair Aspects of CX Delivery
December 19, 2014
Ever built a house of cards? It's critical to start with a sound foundation to support your later efforts. No matter how sturdy your start is, however, a wrong move anywhere along the way can bring down the house and cause all your work to be for naught. Delivering good customer experiences is like that: You can do extraordinary work in planning the basics and even get customers to buy from you.
Zendesk Crystallizes Mobile Customer Service
December 16, 2014
Zendesk has launched a new platform, Zendesk Embeddables, that allows companies to incorporate certain elements of the Zendesk product suite in mobile and Web apps, as well as games and other online mobile experiences. Zendesk Embeddables includes a mobile software development kit and Web Widget. Using these, a company can offer Zendesk's self-service functionality through a mobile app.
Sales and Marketing Aren't Aligned - but Their Problems Are
December 08, 2014
The numbers prove it: Sales and marketing just aren't playing well together in most organizations. A not-so-small industry has sprung up to attack the issue of sales/marketing alignment, but the problem is so deeply entrenched that it may never be fully eradicated. That's a little weird when you think about it. The two sides are confronting problems that parallel each other.
Customers Speak
December 03, 2014
Several news stories have provided interesting insights into the Black Friday phenomenon and into customer behavior. One indicates sales slipped by 0.5 percent from the same period last year, despite sharp discounting and stores opening on Thanksgiving. Another story shows how the Black Friday phenomenon is catching on in the UK. It looks like the mania is spreading even as it cools in the U.S.
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.

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