Customer Experience News

Groupon will feel the impact of Google’s purchase of daily-deals site

A new report from the Federal Communications Commission released Tuesday demonstrates that most of the nation’s major broadband ISPs using wire-line technologies are providing service close to what they’re advertising.

Sprint made impressive service gains during 2010, moving from the bottom of Vocalabs’ rankings in 2009 to being statistically tied with Verizon in many key metrics

So when your boss asks you to write a pitch for mobile here are the key ingredients:

Hearsay Social exists to keep corporations and their employees out of trouble on the internet and turn social media into a source of brand engagement, not embarrassment

The easiest way to get people to use a service is to save them money. That fact has been the catalyst for the tremendous growth of Daily Deals group buying companies like Living Social and Groupon over the last couple of years. Will it continue to be hot the way that other aspects of social networking have or will it die as quickly as tie dye?

Domino’s decision to stream unfiltered consumer feedback on a billboard in Times Square has been labelled a risky strategy by social media experts. Consumers, however, see it as a brave effort at transparency

In recent years, Verizon and T-Mobile have been neck and neck when it comes to customer care performance, a race that I (and surely many other customers) have seen the benefits of firsthand. T-Mobile held on to the top spot a few months back in the first installment of J.D. Power and Associates’ Wireless Customer Care Performance Study, but Verizon has managed to take the lead for volume 2.

Although conditions in the real estate market point to the continued existence of a buyers’ market, home buyers indicate they are less satisfied with real estate company services, compared with 2010, while home-seller satisfaction has improved during the same time period, according to the J.D. Power and Associates 2011 Home Buyer/Seller StudySM released recently

My colleague, Adam Sarner, and a team of analysts, have just published the updated Social CRM Magic Quadrant (http://www.gartner.com/resId=1751130). This is such a hot, rapidly changing area that clients are asking all the time about vendors in this space, and this piece of research does a nice job of summing it up in one place. I highly recommend it to clients trying to get their arms around the vendor landscape

McDonald’s Corp. is adding apples to all its Happy Meals and launching a nutrition-focused mobile phone app as part of a broader health push.

The Chinese government has launched an investigation into electronics stores in the town of Kunming, including an unauthorized Apple store that appeared to be so

In line with RIM’s planned “cost optimization program,” the company is moving a number of executives into positions of greater power and will lay off 2,000 of its estimated 19,000 person workforce.

Whole Foods Market employee has launched an hilarious attack on the firm with an extraordinary letter of resignation. Fed up with what he described as the fakery of the store - which he claims is more of a ‘faux hippy Wal-Mart than an ‘earth-and-body-friendly organic foods paradise’ - he sets about righting some of those perceived wrongs in a 2,343-word essay to former bosses.

As businesses clamor to join Google , it may be no coincidence that Facebook has introduced a new site walking potential advertisers through the process of advertising and marketing on the social network.