Customer World Blog

There's a whole business out there on the web and offline world( direct mail databases, telemarketers etc.) where companies trade your information and make money by way of advertising. They place cookies( without your permission) on the web, track all the information you read, buy and click, use you...

This has been happening to me for the last couple of years.Whenever I found interesting articles or information on the web and click the link, I am always led to a registration page to access this information which is really frustrating to fill - almost most of the time. I  never fill it up. I ...

Many retailers seem to think so. During this past holiday shopping season, e-mail marketers were out in full force.

According to the “Retail E-Mail Year-End Trends for 2008” report, from Smith-Harmon, promotional e-mail volume accelerated in October and reached a peak in December when retailers sent...

In an era of disruptive technologies, changing landscape in the relationship between brands and consumers, a multi-channel environment where customers tend to get information and build trust about the brands or products that they own or want to buy in more new ways than one, most marketing services ...

Here's a lovely article by Jessica on how customer experience is set to become the cornerstone for successful companies of tomorrow. According to me, the actionable items - going beyond lofty beliefs and intention, that need to be taken have been summarized very well in this article. The questions c...

The CMO Council just released a report on how companies are losing opportunities to turn customer pain areas into new business opportunities. The report highlights the following facts:

There are critical deficiencies in the way companies measure, optimize and leverage customer experience to drive lo...

I read an interesting article prepared by the conference board on a metric that they are recommending for measuring customer disloyalty!

According to Matthew Dixon, managing director for the Customer Contact Council, the Customer Effort Score (CES) is based on a single question that determines the de...

I was reading an interesting article in MSNBC, on how American consumers are preferring Cash over Credit Cards. This is a trend seen very recently by retailers in the US where Americans want to be a lot more "prudent" than ever before. It's  moving back to pretty much the days similar...

Destination CRM has an interesting article this trend. The article highlights the following facts:

Recent research from Gartner analyst Michael Maoz predicts that by the year 2012, 30 percent of investments in CRM will be via software-as-a-service (SaaS).

Gartner research indicates that the increase...

Being a resident of Mumbai in India,  the last 3 days since the blasts and terror attack have been traumatic for the citizens in Mumbai.

Such a crisis also brings to light brands and companies that really care for you. This is the time that you realize many companies pay lip service to customer...