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Tom Hoffman | December 2, 2014
One industry where customer behavior is changing rapidly is retail banking. While the death of the branch hasn't materialized as some had predicted with the introduction of automated teller machines in the 1960s, changing demographics along with continued advancements in automation has made it easier for customers to bank online, using their mobile devices and, increasingly, do their banking through the use of video teller machines. Against this backdrop, it's hardly surprising that average monthly branch teller transaction rates have Read more »
Anna Papachristos | December 1, 2014
Though I've never seen an episode of The Walking Dead, my Facebook newsfeed was abuzz Sunday night when the show's official account spoiled the mid-season finale for many of its devoted followers. While the image (below) was posted immediately after the east coast showing, those who run the account failed to consider DVR viewers and its west coast audience before ruining the deadly twist, causing quite the uproar. Angry fans did not hesitate to express their discontent over said image, Read more »
Mila D'Antonio | December 1, 2014
If you were one of the 133.7 million shoppers who braved the malls and stores on Black Friday to find deals, you may have noticed smaller crowds and shorter lines. The National Retail Federation reported that Black Friday sales fell sharply this year (5.4 percent) due to the latest trend of retail sales creeping and spreading throughout the entire holiday season. Read more »
Judith Aquino | November 27, 2014
As we enter the busiest shopping and travel season of the year, customer service agents are bracing themselves for the inevitable increase in calls and messages. And tense situations can get even worse when the personalities of the caller and agent clash Read more »
Anna Papachristos | November 26, 2014
While sales teams are an important driving force for profit in organizations across all industries, Sonic Automotive recognized that most are rarely given the tools necessary to achieve success. Thus, the auto retailer partnered with MicroStrategy to address the lack of insight accessibility by deploying FIRE (Financial and Insurance Reporting Engine), Sonic Automotive's internal mobile application, which enables sales professionals to close deals. Read more »
Tom Hoffman | November 25, 2014
With Thanksgiving fast approaching, it's common for businesses to send out emails, greeting cards, and other messaging to customers to thank them for their patronage. And why not? It's that time of year when many people take a step back and reflect on those things they're most thankful for, whether it's family, friends, health, security, etc. There are numerous ways that companies can help make customers feel appreciated and valued - in late November and throughout the year. Read more »
Mila D'Antonio | November 24, 2014
Tis the season for celebration, giving, and...shopping! As Black Friday approaches and Cyber Monday nears, consumers are thinking of how to score the best deals possible, while retailers focus on delivering the best possible customer experience. Here are five tips to help boost your customer engagement and increase retention during the holiday shopping season: Read more »
Guest Blogger: Maxie Schmidt-Subramanian | November 21, 2014
In our latest survey on the state of the art of VoC programs, 71 percent of respondents said their VoC program was not fully or mostly effective in driving actions. That's jarring. No matter how much effort you put into collecting VoC, the insights are still only as good as what stakeholders in the company do with them. Read more »
Judith Aquino | November 20, 2014
At what point do customers stop doing business with companies that display egregious and reckless behavior? The popular app-based car service Uber is testing the loyalty of its customers as one scandal after another pops up. The latest scandal showed the ugly side of Uber's predatory corporate culture when an executive reportedly discussed the idea of investigating the private lives of journalists who criticized Uber, starting with Sarah Lacy, founder and editor-in-chief of PandoDaily. Read more »

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