E-Commerce, Online

  • Nuance Nina

    Virtual Assistants that Deliver Answers and Perform Actions

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    Nina Mobile and Nina Web, the virtual assistant offerings from Nuance, can deliver personalized answers to customers’ questions and perform actions for individual customers in speech or text in 43 languages on desktops, laptops, and mobile devices. This 46-page report evaluates Nina against our Evaluation Framework for Customer Service Software,
    Nov. 21, 2015
    Technologies
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  • Suncorp Group Increases Online Revenues

    A Digital Transformation Success Story

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    Digital Transformation can be a key to effective marketing. Learn how Suncorp Group’s digital strategy, combined with a digital marketing maturity model, is leading to impressive results.
    Apr. 29, 2015
    All Members
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  • Unsubscribe Me!

    How Easily Do You Let Customers Go, and How Well Do You Entice Them to Come Back?

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    Suffering from email overload? Start using those unsubscribe links on most email communications. But you will find that it is easier to get off some companies’ lists than others.
    Apr. 2, 2015
    Strategies
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  • Zopa: Peer-to-Peer Lender Celebrates 10 Years

    Spawned a Global Multibillion Industry; Still Going Strong

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    Over 50,000 British consumers have invested in providing loans to over 100,000 British consumers and small business owners via Zopa since 2005. Lenders have provided £770,000 of their money to their peers, in exchange for an average return of 5 percent.
    Mar. 20, 2015
    Strategies
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  • Creating Customer-Centric Websites

    Ensure that Your Customers Can Easily Accomplish What They Came to Do

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    Your web site should clearly demonstrate that you understand what it is that your customers are trying to do—their key scenarios—as they relate to your products and services. Are you putting your customers’ scenarios front and center? And are you allowing them to progress through their scenarios without any detours or obstacles?
    Mar. 5, 2015
    All Members
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  • Salesforce Service Cloud

    Capabilities for Self-Service, Assisted-Service, and Social Customer Service

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    Salesforce Service Cloud provides a broad and deep collection of customer service capabilities across self-service, assisted-service, and social customer service channels, earning an excellent evaluation. Read the specifics in our 50-page evaluation.
    Dec. 19, 2014
    Technologies
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  • Framework for Evaluating Customer Service Software

    Delivering Answers and Solutions; Creating and Resolving Cases

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    Use this new version of our Framework for Evaluating Customer Service Software Products to produce actionable evaluations, comparisons, and selection. It’s adaptable to every type of customer service application.
    Oct. 15, 2014
    All Members
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  • How Apple Pay Stacks Up

    How Well Does Apple Pay Meet Consumers’ Critical Needs?

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    Our preliminary Customers.com report card on the Apple Pay customer experience focuses on consumers’ four customer-critical moments of truth. Apple Pay Mobile E-Wallet earns grades from B+ in security to D in where you can use it.
    Oct. 11, 2014
    Strategies
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  • The CaringBridge Customer Ecosystem

    Millions of People and Hundreds of Companies Align around Patients’ Health Journeys

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    CaringBridge.org’s apps and tools help to provide emotional support during a health crisis. Using an online journal and guest book, each patient can provide updates for friends and family to track.
    Aug. 8, 2014
    All Members
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  • Do You See What I See?

    Why Customer Service Reps Need to Be Able to Access What Customers Actually Saw

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    When customers can see information within their account pages on your website that your support agents can’t see, how can they trust your CSRs to really help when there are problems?
    Jun. 19, 2014
    All Members
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  • Inconsistent Customer Service Information from Bank of America

    Four Different CSRs; Four Different Responses

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    Trying to sign up to automatically pay my new Bank of America credit card balance each month turned into a long, frustrating mess because of inconsistent processes and the fact that not all CSRs knew what could be done!
    Apr. 17, 2014
    All Members
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  • IBM’s MobileFirst “Customer Cloud” Strategy

    Will Enterprise IT Execs Entrust Their Customer Data to IBM’s Cloud & Mobile Tools?

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    How do IBM’s MobileFirst and CodeName: BlueMix PaaS initiatives help corporate information technology executives and developers? Consider using these services to develop your company’s “Customer Cloud.”
    Mar. 28, 2014
    Strategies
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  • Recovering from the Crisis of Missed Holiday Deliveries

    How Well Are Etailers and Shippers Dealing with Customers’ Anger?

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    With so many packages not delivered in time for the holidays, etailers and delivery companies had a lot of explaining to do and apologies to make. What can be done to avoid this type of customer experience disaster next holiday season?
    Jan. 10, 2014
    Strategies
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  • My 2013 Holiday Customer Experience Heroes

    Lessons to be Learned from Customer Support at Small Companies: Standing Stone Farms and Geoff & Drew’s

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    Small businesses often provide the best customer experience because they offer a personal experience. What can your organization learn from these small companies?
    Dec. 19, 2013
    Strategies
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  • Cloud Computing in 2015

    End-Customers’ Priorities Will Drive Companies’ Customer Cloud Implementations

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    Customers want access to their information from anywhere and from any device. The best way to provide that access is via the cloud. By 2015, we predict that customer clouds will abound. Will you be ready?
    Dec. 13, 2013
    Strategies
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  • Why I Am No Longer a Sears Customer

    Sears.com Fails to Deliver on Promises

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    Sears has failed this shopper for the last time! Read the sad, sad story of hours wasted, responses not received, and powerless customer service agents following self-serving customer service practices.
    Dec. 5, 2013
    All Members
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  • Why the Healthcare.gov Insurance Exchange Bombed

    Policy Makers Insisted on a Customer-Unfriendly Workflow

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    The long-awaited U.S. government Federal health insurance exchange, healthcare.gov, went live on October 1, 2013 and quickly proved impossible to use. Would-be customers were subjected to long delays. Here’s why.
    Nov. 7, 2013
    Strategies
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  • Why “Pay with Amazon” Is a Big Deal

    How Amazon’s Payment Services Will Impact Mobile E-Wallets

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    We think that “Pay with Amazon” could become an attractive way for consumers to safely pay for things from their mobile phones using credit cards and bank account information they already have stored with Amazon.
    Oct. 25, 2013
    Strategies
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  • Lumosity Harnesses 45 Million Brains

    A Customer Ecosystem Focused on Improving Our Brains’ Performance

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    Lumos Labs’ Lumosity is more than a set of brain-training games. It’s an ecosystem aligned around one customer-centric goal: helping people improve their brains’ performance.
    Sep. 6, 2013
    Strategies
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  • Good Service, but Missed Opportunity for Greatness

    A Recommendation for Peapod Grocery Delivery Service

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    Peapod grocery delivery service does a fine job of customer service, but a recent experience revealed a barrier between what they know about a customer and the customer service department.
    Aug. 30, 2013
    Strategies
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