Company: RightNow® Technologies is a CRM provider headquartered in Bozeman, Montana. Founded in 1995, RightNow offers tools designed to assist companies deliver superior online customer service. RightNow’s premier product, RightNow® eService Center, automates customer service through self-service tools, email response…
Company: Bell Mobility is a division of Bell Canada, itself part of BCE, Canada’s largest communications company. BCE saw revenue of C$21.7 billion in 2001 and has almost 44,000 employees. Bell Mobility, the wireless arm of Bell Canada, provides cellular,…
Company: Vantage Deluxe World Travel is a little different from other travel agencies. In business almost 20 years, Vantage caters exclusively to the mature traveler, those 60 years and older. For these customers, Vantage develops its own fully escorted travel…
Company: Everyone knows IBM. This multinational technology company has been leading industries for years. With almost 320,000 employees and revenue of more than $85 billion, IBM is, by any measure, an incredibly diverse and complex organization. The company operates in…
Company: Sanlam Life is a subsidiary of the Sanlam Group, one of South Africa’s biggest financial services companies, located just outside of Cape Town. Founded originally in 1918 as a life insurance company, Sanlam Group is currently a holding company…
Company: The Regence Group is a company composed of four different health plans in four different states: Regence BlueCross BlueShield of Oregon, Regence BlueShield in Washington, Regence BlueCross BlueShield of Utah, and Regence BlueShield of Idaho. Regence has about three…
I must say that I’m very disappointed. This is just not at all what I had hoped to see. I had hoped that online businesses were starting to get their acts together. Alas, the situation is still quite bleak. Of…
The Smiths wrote a song back in the ’80s with the refrain, “Please, please, please let me get what I want.” Nice, if you like the mandolin. I often feel that way when I surf the Web. When online, I’m…
Since my articles are never the last word on any topic, I often come across new information about something I’ve written, as I did recently. New ground has been won –and lost — in the battle between consumers who want…
I’ve tried to be brave about this new world, but it’s difficult. Something very scary is afoot. Customers actually seem to care about satisfaction. Don’t say I didn’t warn you! A recent Harris Poll found that if a consumer were…