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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)

How to Beat the Curve When You're Behind in Big Data

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)

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)

Danger: Don't Build Your Online Future on Shifting Sand

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)

The Internet of Things Is Coming to a Home Near You

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 its existence. 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. ... (more)