"In the U.S., there is a 5 percent increase in switching due to poor customer
service from 46% to 51%. Globally, there is a 4 percent increase in switching
due to poor customer service from 62% to 66%." This quote comes from the 2013
Global Consumer Pulse Survey from Accenture where the focus was the
"Switching Economy," or the shift of consumer loyalty from one provider to
another due to poor customer service.
The report lists a number of customer service practices that aggravated the
13,168 respondents, 74 percent stated that, "having to wait for a response
after I've requested customer service," to be a cause of frustration.
In Digital Customer Service - A Masterclass in How Not To Deliver It Dan
Smith relates a story that shows just how frustrating it can be when contact
channels are not effective. When his wife needed to report a problem with an
order they foun... (more)
Data management is undergoing a major shift as more and more enterprises are
discovering the benefits of Big Data and venturing headfirst into a dynamic
new era of innovation and data explosion. Today, there are more opportunities
for businesses to gain insights from valuable data than ever before, but they
must embrace change to do so.
Organizations across the world are embracing this change and beginning to
implement Big Data programs. However, with an overwhelming array of moving
pieces to consider, some remain puzzled as to where to start. Well, here's
some valuable advice o... (more)
Having more than 800,000 employees not drawing their paychecks can't be a
good thing in a struggling US economy where job reports are watched as
closely as the Dow Jones Industrial Average.
Some experts don't believe the government shutdown will have much of a
negative impact. According to the research firm IHS Global Insight, "The
spending habits of government employees probably would not change if the
shutdown was short-lived, particularly if they believed that they would
receive back (pay)."
The average American will likely be thinking of the government shutdown when
making ... (more)
Surely you know the parable. One guy builds his house on rock. It's tough,
it's expensive, but the house is secure and it lasts. The other guy
constructs his home on sand. Easy, cheap ... but then it slides into the
ocean. Everything's lost.
A story to encourage children to work hard? Perhaps. But a surprising number
of new businesses are building their online futures on foundations that are
just as unstable.
Free ... and worth every penny
Too many otherwise sensible business people see an offer for free web hosting
and leap at the "opportunity." Some think that adding a top-lev... (more)
Over the course of the past decade, there's been a lot of hype pertaining to
the_ Internet of Things (IoT)_ and how China leads the U.S. in this
technology -- yet many who are active on the Internet are still unaware of
In its simplest form, IoT is an evolving wireless network of objects and
devices that will eventually all be connected with each other. Using RFID,
Bluetooth, GPS and other emerging semantic technology, and working in tandem
with cloud computing, Web portals and back-end systems, in essence our
"things" will be be able to "talk" with each other.