customer relationship management

Big Data Doesn't Necessarily Mean Better Service, Accenture Study Reveals

Posted by Sheila Shayon on October 22, 2013 01:52 PM

According to the latest research from Accenture, there is a potential $1.3 trillion of revenue at play in the US market represented by the "switching economy" as companies have failed to meaningfully improve customer service. 

The findings, released in the ninth annual Accenture Global Consumer Pulse Survey, show that 51 percent of US consumers switched service providers in the past year because of poor customer service, up five percent from 2012. Switching was highest among the retail industry, cable and satellite providers and retail banks according to the 12,867 customers in 32 countries that were surveyed. 

So while companies are investing in more way to collect consumer data to better understand buying and usage habits, it seems that companies aren't translating the numbers into consumer-facing actions. “To win requires an aggressive approach that goes beyond implementing technology to creating genuinely engaging customer experiences that today’s nonstop customers are seeking but obviously not finding with their current providers," said Robert Wollan, global managing director, Accenture Sales & Customer Services in a press release.Continue reading...

customer relationship management

Never Wait on Hold Again!

Posted by Mark J. Miller on August 30, 2011 02:19 PM

Who has time to sit around on hold listening to the same soft rock songs over and over again? Or worse, listening to silence, not sure if you’re still connected or stuck in some Hold oblivion. And don’t even talk about the frustration that voice-activated customer service can cause.

The idea of the FastCustomer app for iPhone and Android, cofounder Aaron Dragushan tells the New York Times, is for your phone to call a customer-service line and call you back when a human being is on the line to deal with your question.

The app contains the numbers of more than 2,500 companies, the Times reports; the consumer chooses which to call and then the app navigates the system until a human picks up the phone, thinking that it has a human on the other end. Instead, the Times reports, an automated voice tells the customer-service rep, “Please press one for your next customer.” When the CSR taps one, the consumer’s phone calls them back so the two human voices can connect. Continue reading...

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customer relationship management

Starbucks Latest to Suffer "Black Guy" Receipt Scandal (UPDATED)

Posted by Abe Sauer on July 6, 2011 02:30 PM

Little is known about the photo at right, other than the fact that it was uploaded to and then publicized by So we cover this with the proviso that it could be a hoax, but it's out there — and it's impacting the Starbucks brand.

It comes as mainstream media outlets (we're looking at you, TIME) are making hay this week with a Tumblr site that collects (and doesn't verify) user photos of their Starbucks order with misspelled (or just plain mangled) versions of customer names scrawled on the cup.

If this particular maligned Starbucks cup scrawl is real, it's a sign that Starbucks' internal brand engagement and employee training needs some work — and just the latest incident in a long line of poorly thought out moves by employees. Poorly thought out moves that cause loads of grief for the brands involved.Continue reading...

customer relationship management

USAA Gets Top Marks for Customer Experience

Posted by Sheila Shayon on May 19, 2011 04:00 PM

Military financial services company USAA (short for United Services Automobile Association) is the #1 brand for customer experience in America, according to the just-released 2011 survey ranking the top 100 brands, as selected by US consumers polled by Nunwood.

Based in San Antonio, Texas, USAA ranked first with a 8.34 CEM rating for consistently delivering on its brand promise: “For those who stood tall for this country and for their families, we stand ready to return the favor.”Continue reading...

customer relationship management

Loyalty Has Its Rewards - If You Claim Them

Posted by Barry Silverstein on April 22, 2011 02:00 PM

These days, consumers can hardly make a purchase without being exposed to some kind of loyalty rewards or frequent buyer program.

They get cards punched when buying a cup of coffee or a bagel. They get "member discounts" at supermarkets. They get credits on merchandise from retailers. They accumulate points good towards free flights and hotel stays from airlines, hotels, and credit card companies.

So why aren't customers redeeming them?Continue reading...

customer relationship management

J.D. Power Names 2011 Customer Service Champs

Posted by Shirley Brady on February 17, 2011 06:00 PM

Gary Tucker, SVP of global services and emerging industries at J.D. Power and Associates, discusses the just-released 2011 Customer Service Champions report.

After looking at more than 1,000 different companies, JDP identifies 40 brands for outstanding customer service, including Jaguar, JetBlue and Zappos.  

customer relationship management

Forrester Shows Where Brands Need to Better Engage Customers

Posted by Barry Silverstein on February 8, 2011 11:00 AM

How do customers feel about their experiences interacting with leading brands? Forrester, a leading independent research firm, analyzed responses from over 7,700 U.S. consumers, age 18 and older, who were asked three essential questions about 154 North American brands in 13 industries:

1. How enjoyable were they to do business with?

2. How easy were they to do business with?

3. How well did they meet your needs?

The answers were fascinating — and somewhat bracing.Continue reading...

customer relationship management

AT&T "Rethinks" Customer Care

Posted by Sheila Shayon on June 22, 2010 03:15 PM

AT&T’s exclusive deal with Apple for the iPhone in the U.S. has proven to be something of a mixed blessing. It has delivered new customers and lined its corporate coffers, but it has simultaneously strained the very fiber of the AT&T network.

Faced with new but unhappy customers and a flailing brand image, AT&T is turning to social media for a quick fix. In keeping with its "Rethink Possible" campaign, it's taking its customer care service to the social Web. Corporate spokesperson Susan Bean tells Ad Age: "We started using social media as a PR tool. With marketing, we discovered that for social media to be successful we really needed there to be customer care. Otherwise all anyone would want to talk about is: 'solve my problem.'"

Therein lies the rub. Social media has made your average user sophisticated enough to know the difference between "customer care" and PR. Corporations that try to confuse the two could confuse customers, and potentially suffer even more in the long run.Continue reading...

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