A pair of recent studies highlight changing shopper attitudes as the pandemic continues its stranglehold on the supply chain for most industries. Two clear-cut consumer trends have surfaced: online shoppers want more self-service options and an overall more-efficient shopping experience...
Businesses have been using secret scores created by data brokers to determine how much to charge consumers, whether to allow purchase returns, and what level of service to offer, among other things. "Most consumers will never know when they are the victim of a secret surveillance score," noted Laura...
Faire has raised $150 million in venture capital, which it will use to expand into new markets, improve the Faire marketplace, and build more tools for its customers. The latest round brings Faire's total funding to date to $266 million and gives the company a valuation of $1 billion. Faire is an on...
At least 250 Facebook employees signed a letter to CEO Mark Zuckerberg criticizing the company's hands-off policy against fact-checking ads posted by politicians. "We strongly object to this policy as it stands," says the employees' letter. "It doesn't protect voices, but instead allows politicians ...
A national debate over civility erupted after Stephanie Wilkinson, a co-owner of a Red Hen restaurant in Virginia, asked White House Press Secretary Sarah Huckabee Sanders to leave. However, that wasn't the only consequence of the incident. In its aftermath, restaurant owners in various parts of Ame...
The healthcare industry has been moving toward medical equipment connectivity to speed up data entry and recording, as well as improve data accuracy. At the same time, there has been a shift toward incorporating consumer mobile devices, including wearables, so that healthcare providers can monitor p...
Brick-and-mortar retailers have been finding it difficult to offer pricing that's competitive with e-commerce sites, which have the advantage of massive scope and scale, according to a new Frost & Sullivan report. E-commerce will account for nearly 18 percent of the total retail market by 2025, ...
United Airlines CEO Oscar Munoz on Tuesday apologized to the United States Congress for his company causing a passenger to be dragged off a UA flight last month. United failed its customers and failed as a company in that incident, and this has to be a turning point for the airline, Munoz told the U...
Healthgrades, an online resource to provide consumers with information about physicians and hospitals, on Wednesday launched CareChats, a tool that allows encrypted text and email conversations between patients and their healthcare providers. Developed in partnership with Conversa, CareChats enables...
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...
IBM on Thursday announced that it has agreed to buy Bluewolf, a Salesforce system integrator. It reportedly will pay $200 million. Bluewolf will provide cloud consulting and implementation capabilities as part of IBM Global Business Services' Interactive Experience practice. The aim is to deliver di...
Ford on Monday announced FordPass, a platform focusing on enhancing the customer experience. FordPass includes a Marketplace offering mobility services; 24x7 access to FordGuides, which are personal assistants to help customers with mobility challenges; membership loyalty rewards; and FordHubs -- se...
Temkin Group on Tuesday predicted 2016 will be the year of emotion. That's one of 11 customer experience trends to watch for in the coming year, managing partner Bruce Temkin wrote in a blog post. "Emotion is the component of customer experience that has the largest impact on loyalty, but it is also...
Southwest Airlines on Monday announced it was operating on a normal schedule after technical problems delayed hundreds of flights on Sunday. A computer glitch related to the technical systems that powered its customer service operations -- specifically its reservation system -- apparently was to bla...
Salesforce has extended its Social.com, Active Audiences and Social Studio marketing tools to Instagram. These tools let marketers buy and manage advertising, publish content, participate in and review discussions with customers, resolve customer service issues, and analyze conversations. Marketers ...
Very - Already have or will get one
Somewhat - Awaiting more reviews or feedback from trusted sources
Indifferent - Satisfied with current phone
Not at All - Prefer other brands
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https://www.crmbuyer.com/story/customer-retention-by-extraordinary-means-is-not-crm-177075.html
Customer Retention by Extraordinary Means Is Not CRM
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https://www.crmbuyer.com/story/social-media-integration-the-new-crm-standard-177061.html
Social Media Integration: The New CRM Standard
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https://www.crmbuyer.com/story/is-generative-ai-the-next-big-cx-thing-despite-its-risks-177049.html
Is Generative AI the Next Big CX Thing Despite Its Risks?
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https://www.crmbuyer.com/story/customer-analytics-now-a-pivotal-piece-of-the-retail-sales-puzzle-177486.html
Customer Analytics Now a Pivotal Piece of the Retail Sales Puzzle
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https://www.crmbuyer.com/story/bridging-the-smb-enterprise-retail-gap-with-gen-ai-177751.html
Bridging the SMB-Enterprise Retail Gap With Gen AI
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https://www.crmbuyer.com/story/subscription-sales-spur-superior-selling-177636.html
Subscription Sales Spur Superior Selling
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The Price Retailers Pay for Flawed Product Information
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Subscription Commerce Merchants Innovate Amid Rising Churn Rates
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https://www.crmbuyer.com/story/salesforce-starter-is-integral-to-cover-the-crm-waterfront-177092.html
Salesforce Starter Is Integral To Cover the CRM Waterfront
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