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Drew Hendricks

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Top Stories by Drew Hendricks

"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)

Small Business Essentials: Why You Should Never Finish Your Website

If you're running a small business, it can sometimes seem that creating a website and handling online marketing consume an awful lot of your time. You may also be getting bombarded with emails warning that your SEO is inadequate, your security isn't up to scratch, or you'd be doing much better business on the Internet if you used the help of someone from the other side of the globe. When you're dealing with pressure from customers on the one hand, and suppliers and bankers on the other, it can seem like the best course is to get your website finished and forget about it -- thankf... (more)

Is Lenovo Staging a Takeover?

If the CEO of the company has anything to say about Lenovo's standing in the PC industry, the company won't stop until massive growth is achieved. In a series of recent buying sweeps, Lenovo has bought Motorola Mobility for a whopping $2.91 billion from Google and also acquired the server business side of IBM for another $2.3 billion; the CEO said in March 2014 that Lenovo will "continue to acquire companies" to secure more growth. It seems like there's no end to the funds Lenovo has available, and closing these two big deals have set up the company for a major overhaul. However,... (more)

Will the Shutdown Devastate the US Economy?

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)

How Startups Can Benefit from Cloud Technology

With a wealth of technology and online resources, many people are ditching the traditional 9-to-5 lifestyle and opting to become entrepreneurs. Unlike businesses of the past, where a large financial investment was required to get off the ground, today's startups can get the ball rolling with limited funding. They can also operate with a high level of efficiency and often compete with much large larger companies. One of the top resources that is fueling startups is cloud technology. Below are some ways that entrepreneurs can benefit and why this technology is so advantageous. M... (more)