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Bettering the Customer Experience . . .
Research: Many Consumers Stop Spending After a Bad Experience
Temkin Group, a market research and consulting firm, released a new research report: "What Happens After A Good or Bad Experience?" The study, based on a survey of 5,000 U.S. consumers, analyzes feedback and purchase behaviors after good and bad experiences. The report shows that consumers encounter bad experiences most frequently with TV service providers, retailers, and Internet service providers, but report the fewest bad experiences with grocery chains. Consumers respond differently to bad experiences across the 19 industries in the study. More than one-third of consumers who had a bad experience with a rental car agency, credit card issuer, computer company, or auto dealer completely stopped spending with the company. Fortunately for retailers and Internet service providers, their customers are the least likely to abandon them after a bad experience. . . . read more >>
Neolane Extends SoLoMo Marketing with Facebook Open Graph Data
Conversational marketing technology provider Neolane announced enhancements to Neolane Social Marketing, an application in Neolane’s marketing technology platform. Now marketers can take advantage of Facebook’s Open Graph to obtain real-time customer information and integrate it directly into their marketing database. These capabilities allow brands to glean insight into consumer interests and behaviors that can power more personalized experiences across the full range of marketing channels. Facebook Open Graph allows its users to tell a story about their lives through the applications they use. . . . read more >>
Angel Unveils New Outbound Campaign Manager
Angel, a provider of cloud-based Customer Experience (CX) solutions and division of MicroStrategy, introduced Angel Outbound Campaign Manager, a new web interface that enables businesses to build, manage and measure proactive outbound customer communications. With Angel’s cloud-based Outbound Campaign Manager powered by Angel’s CX Analytics, enterprises are able to create a two-way conversation with customers, gain insight into customer preferences and provide a more personalized customer experience. . . . read more >>
Open Source CRM Zurmo Ships Version 1.0
Developers of the Zurmo Open Source Customer Relationship Management application announced the General Audience (GA) release of Zurmo Version 1.0. The release is the culmination of two years of full-time software development by engineers in the Open Source CRM field. Zurmo 1.0 addresses three significant pillars to a successful customer facing solution – Users, Developers, and the Enterprise. . . . read more >>
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