Foresee conducted its Spring Top 100 edition of the ForeSee E-Retail Satisfaction Index, an analysis of customer satisfaction with the top 100 online retailers in the United States. Amazon is tops again and four points ahead of its nearest competitor, Apple. Amazon not only maintained its lead, it increased its score by 3 points from 2011, breaking the record for the highest score ever achieved using this index and leaving it in a class by itself. Amazon is now THE benchmark to beat. The report provides some excellent statistics on the benefits of customer satisfaction and some root causes that could improve an e-Retailer’s score.

Last year I wrote an article about the Temkin ratings of US companies which included 6000 customer experiences across 143 industries. Temkin has just released the 2012 Temkin Experience Ratings. This time they have 10,000 US customer experiences across 208 industries. Overall most industries improved led by insurance but there were some real surprises in the top ranking results.

How Social Media is used in Contact Centers

Thursday, February 9th, 2012

Call Center Helper, the UK’s most popular call center magazine, recently released their Social Media Survey results. They polled their readers, mostly small and medium businesses to ask how social media is used in Contact Centers. This article is a summary of what they found.

A recent CNN Video describes about how Smart phones are starting to be used as payment devices. As this offering becomes more widely spread, customers will start to expect this feature at retail outlets, restaurants, bars, etc. Starbucks is highlighted in the video. Those organizations who fail to keep up with popular offerings by their competitors will find their business and customer satisfaction impacted.

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