Archive for the 'Customer Service' Category...
Filed under Customer Service
In an effort to gain a competitive edge in the market, companies are implementing customer self-service solutions to address two distinctly separate business challenges — improving the customer experience and cost reduction. While the cost-related benefits of self-service are widely understood, and arguably self evident, new research by the Aberdeen Group found that a well-crafted customer self-service strategy can have a demonstrable impact on financial and growth objectives.
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Original post by Andrew Boyd and software by Elliott Back
Filed under Customer Service
Stephanie Cerneck doesn’t go through the checkout line at her supermarket anymore. Or even the self-checkout line. She uses a personal scanner offered by the Bloom grocery store near her home in Scaggsville, Md. When she’s done, she pays at a terminal at the front of the store. The handheld scanner lets customers keep a running tally as they work their way through the aisles, allowing them to spend more time shopping and less time waiting to check out.
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Original post by Alex Dominguez and software by Elliott Back
Filed under Customer Service
Amazon.com has taken more than a million pre-orders for the final “Harry Potter” book due out in July, but the world’s largest Web retailer won’t make a profit, chief executive Jeff Bezos told shareholders at the company’s annual meeting Thursday. Amazon’s handling of the “Harry Potter and the Deathly Hallows” release — a $17 discount off cover price, a free shipping offer and guaranteed on-time delivery — showed yet again that the company is willing to take a hit to cement customer loyalty.
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Original post by Aili McConnon and software by Elliott Back
Filed under Customer Service
Can you make water less wet? Can junk mail be made less junky? They sound like Zen koans, but Decision Intelligence, a Minnetonka, Minn., direct marketing consultancy, says it has solved that last one at least. Using sophisticated algorithms and decades of experience in direct marketing, the company’s officers say they have improved the accuracy of catalog mailings for major clients like Lands’ End and L.L. Bean. The company also mines customer databases for nuggets of wisdom to help companies as varied as Thomson West, eBay, Cigna and National Geographic.
Original post by Leslie Brooks Suzukamo and software by Elliott Back
Filed under Customer Service
ATG has updated its e-commerce platform to include automated affinity selling for retailers and other e-commerce providers. It is the biggest update the vendor has made since it rolled out its v. 6.4 platform last summer, spokesperson Tucker Walsh told CRM Buyer. This release enhances the company’s adaptive scenario engine by automating personalization capabilities, he explained. The features allow retailers to define groups and subgroups of customers, as well as the rules that apply to them.
Original post by Erika Morphy and software by Elliott Back
