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.S. House of Representatives Transportation Committe...
Consumers give hotels, airlines and car rental companies high marks in customer satisfaction for the mobile experience they provide, according to the "ForeSee Mobile Satisfaction Index: Travel Edition." Online travel agencies, however -- not so much. Specifically, of the measured travel categorie...
A marketing campaign by Southwest Airlines to mark the growth of its Facebook fan base to 3-million turned into an unmitigated PR nightmare last Friday. Southwest offered discounted flights that day to celebrate the social media milestone. Unfortunately, customers who tried to take advantage of the ...
Customer satisfaction with the airline industry took a dip in J.D. Power and Associates' 2012 North America Airline Satisfaction study after two consecutive years of improvement. The drop was not a large one; overall, passenger satisfaction dropped to 681 index points on a 1,000-point scale. In 2011...
As businesses worldwide increasingly focus on e-commerce as a vehicle for driving new revenue streams, most e-commerce sites still struggle to leverage the growing wealth of customer data to which they have access. This failure to integrate customer relationship management activities with online vis...
A question: Is it even possible to find a business today that will not call itself customer-focused? Are there any out there honest enough to own up to the fact that their businesses are essentially about their goals, their desires and their specific needs? It would be very tough to find those compa...
When you're talking with your best and most trusted friends, there is no need to defend yourself with disclaimers, overly defined examples, or defensible arguments. The conversation just happens. When two friends know each other well, they finish each other's sentences. Wouldn't it be great to commu...
It's not a question of whether social networking will influence your company, customers, employees, suppliers and others, it's a matter of when. If you haven't committed to learn more about this area, it's time. Deciding if social networking is going to be an asset or liability is dependent on how y...
Given the many tools that comprise Web 2.0, many business to customer companies are experimenting with each, aiming to synchronize content through a content management system. Based on projects underway at several large consumer goods product manufacturers, this is working out very well, and is in f...
The best performing companies when it comes to customer-facing strategies actively attack the seven deadly sins of CRM with a vengeance. These observations come from their quantified success, and for certain publicly held companies, a rise in their Price/Earnings Ratio, stock price and valuation. ...
Companies allocate significant resources to customer satisfaction measurement and improvement. Wayne Hoyer, chairman of the marketing department at University of Texas-Austin's McCombs School of Business, says satisfaction with product or service quality has a strong and positive impact on customers...
The most dangerous aspect of commoditization is the illusion many companies and industries have that it could never happen to them. Somehow, companies reason, they will be protected; their differentiation is solid and sustainable. Customer relationship management, or CRM, appears may be among the i...
Good - It's entertaining and makes sporting events more interesting.
Bad - It increases the risk of gambling addiction and financial loss.
Neutral - The benefits and drawbacks are equally significant.
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CX Center Stage at Oracle CloudWorld
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New Sweetwater CEO Amplifies Vision for Music Retail
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Is Generative AI the Next Big CX Thing Despite Its Risks?
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Customer Analytics Now a Pivotal Piece of the Retail Sales Puzzle
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Marketers’ Texting Schedule Can Make or Break Consumer Engagement
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Subscription Sales Spur Superior Selling
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Customer Commerce Offers SMBs an E-Commerce Path to Better CX
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The Price Retailers Pay for Flawed Product Information
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AI Is Already at a Tipping Point
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