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Bettering the Customer Experience . . .
It's 3 a.m. - Do You Know Where Your Customer Data Is?
As email marketers we are always looking to move faster and choose more nimble solutions to help us do our job. Despite this predilection for improving our output with speed and technology, we sometimes forget that we are the owners of one of the most valuable assets a company has - the customer data file. The LinkedIn security breach that occurred earlier this month is just the latest reminder of the value of customer data and the extent hackers will go to get it. In this situation, hackers were able to obtain 6.5 million passwords out of the 160 million possible for LinkedIn's entire user base. . . . read more >>
Avaya Enhances CX Interaction Management Portfolio
Avaya announced new and enhanced products for its Customer Experience Interaction Management portfolio extending beyond the traditional contact center to include branch, retail, remote employees and back-office environments. The portfolio helps companies balance objectives for top line revenue and cost reduction with improving the customer experience across every interaction and every touch point – including the growing number of methods and devices available for customer interaction and consumers’ decreasing tolerance for unsatisfactory service. . . . read more >>
Top Retailers Answer Only 54% Of Customer Emails Completely
Next time you’ve got a question while shopping online, think twice before firing off an email if you are expecting a helpful answer. According to a new study released by STELLAService, retailers answer customer questions completely just 54% of the time. . . . read more >>
Top Customer Service Ratings From Temkin Group Research
Temkin Group announces the release of its 2012 Temkin Customer Service Ratings that examines how U.S. consumers rate the customer service of 174 large companies across 18 industries. This is the second year that Temkin Group has published these ratings. Consumers gave the highest marks for customer service to Publix, Hy-Vee, credit unions, Chick-fil-A, H.E.B., Sam's Club, Winn-Dixie, ShopRite, Aldi, Starbucks, Giant Eagle, and JCPenney. At the other end of the spectrum, consumers gave the lowest ratings to Charter Communications, Time Warner Cable, Comcast, Citibank, Qwest, Cigna, and Bank of America. . . . read more >>