Earlier this month comScore released its Q2 retail e-commerce sales estimates, which indicated that US online retail spending dropped from the same period from last year. This is only the second time that has happened.
Twitter Gaining Steam As Customer Service Platform
We have all heard about Twitter and Dell. A customer service coup of sorts that jacked up sales with a claim in December of ’08 that $ 1 million in sales could be contributed to Twitter efforts.
Tweeting for Customer Relationship Management
Salesforce.com has added Twitter support to its Service Cloud offering, which was released earlier in the year. Salesforce breaks down what companies can expect to get out of the service:
Twitter: A Real Time Pulse Of Customer Satisfaction
Sydney, Australia-based web developer Michael Air recounts how his “light bulb” moment about real time search came as he was looking for a new hosting company. Instead of looking on Google, he consulted Twitter about a specific brand. “Ten pages in and 99 percent of comments were saying how bad that hosting company was,” he told Murdok.
Twitter, then, becomes a kind of collective representation of the consumer mind and the current consumer mood.
eBay, eTrade, Priceline Bottom Of Customer Satisfaction Heap
For the first time in three years, overall customer satisfaction with e-commerce has fallen, ending steady growth over the same period, according ForeSee Results’ annual American Customer Satisfaction Index. At the bottom of the customer satisfaction barrel: eTrade, eBay, and Priceline.
Microsoft Talks Up Vista Customer Satisfaction Trend
A lot of eyes may be fixed on Windows 7, but Microsoft hasn’t given up on Vista just yet. An executive recently spoke out in defense of the operating system, saying that customers’ reactions are improving.
Amazon Offers Holiday Customer Review Team
Amazon.com has unveiled a "Holiday Customer Review Team" that consists of half a dozen of its most active reviewers.Amazon says the goal of the review team is to "provide fellow Amazon customers with top gift picks for the season as well as helpful tips on cutting costs over the holidays."The reviewers have been given access to some of Amazon’s most popular Black Friday deals so they can offer up their opinions on the items with other shoppers.
Google Tops in Customer Satisfaction
Customer satisfaction with e-business Web sites has reached a new high, according to the University of Michigan’s American Customer Satisfaction Index (ACSI) second quarter report out today.
Google Needs Customer Service Brilliance Too
The problem with being a dominant company comes when one treats customer service as another expense.
Google Apps Catches Big Customer
Google Apps is something we don’t hear about too often; compared to search, it simply doesn’t come up. Google Apps is getting along just fine, though, and a new development involving Taylor Woodrow proves this point.