News
- Connect the Dots of Customer Experience
I had a typically frustrating experience with my bank's customer support center today (and I say typical not in reference to my bank, but to calling customer support lines in general). I tried to make a credit card payment, and...
2010-09-02 08:48:02
- Social Shopping: A Nail in Online Retailers' Coffins?
If you live in a major city and enjoy dining out, going to museums or pampering yourself with spa services, it's likely that you also receive "deal of the day" offers from Groupon or LivingSocial. And perhaps you've tapped into...
2010-08-09 10:58:52
- Tealeaf Customers Take the Stage
Last week we held the first of this year’s regional user group meetings. Attended by Tealeaf power users from leading organizations in financial services, travel, retail, insurance and more, the San Francisco RUG was just what we’d hoped for. It...
2010-07-27 11:45:00
- The Playback is the Payback
Don’t you just love all the sports metaphors that show up in everyday life? Well here’s one more for you... The whole world is abuzz with the injustice of sports due to referee incompetence and the lack of instant replay....
2010-07-08 12:18:45
- Browsing or Buying? The Mobile CEM Question
In a recent post, we recapped some statistics just out at the Internet Retailer 2010 Conference: "It is expected that mobile spend will increase even more in 2011. Online retailers who don’t have a fully functioning mobile site and a...
2010-07-08 12:17:03
- Recap of Ecommerce Trends from the Internet Retailer 2010 Conference
Mark Mahaney of Citi Investment Research sent out a note last week with key takeaways from the Internet Retailer Conference that took place on June 8-11 in Chicago. The theme of the 2010 conference was “Time to Reboot—Get Ready for...
2010-06-22 09:24:25
- The New eCommerce Channel?
If a business doesn't have an online presence, it's probably not much of a business. From restaurants to banks to neighborhood boutiques, they all have at least a basic website. And with the proliferation of user-generated review sites and search,...
2010-06-11 10:27:21