Review 2011 of the French e-commerce customer experience landscape, Feedbacks of over 9,000 e-shoppers on 65 major sites

Since 2009, YUSEO surveys each year the French e-commerce market through the customer experience involving large samples of e-shoppers to test the major French web sites. The “2001 White Paper” provides a definite milestone for any retailer aiming to enter or expand on the French market. Beyond the “basic” cultural, the review of the 65 major web

BPMonline wins ‘Rising Star Award 2012’ for enhancing customer relationships via Business Process Management

BPMonline wins Rising Star Award 2012 Process-based CRM specialist, BPMonline has been voted a ‘Rising Star of 2012’ by Destination CRM Magazine for its latest BPM-based CRM solution. The award is designed to recognise cutting-edge vendors whose products are ‘Meeting—and exceeding—customer needs by developing a complete picture of their customers, enabling them to serve them more

Do your premises have the Arghhhh factor? Are you chasing your customers away?

Study illustrates the danger of retailers leaving the sound of their brand to chance.

Apparently half of Britain's shoppers have left a store because they were annoyed by the music. This is the result of a study carried out by Immedia Plc, which develops music strategies for retailers.

The findings illustrate the danger High

Customer Services: They won the argument but lost the customer

Picture the scene: It is a branch of a major supermarket chain. A customer has a query. He believes that he has been over-charged by £2.50 so he seeks out the Customer Services point in the shop.

There used to be a proper Customer Services point with a Customer Services Manager who would be able to resolve problems quickly and efficiently.

However, someone decided it would be a good idea to

How does your business cope with the flow of information to your potential customers?

Information used to move slowly, through traditional advertising, traditional journalists; from printing press onto paper, into the shops, onto the billboards and then to your customers. Now it's around the world in a second, and back again!

And it's not through traditional journalists either: your customers are out there right now, all over the marketplaces, speaking to each other about your

UK businesses lose £14bn every year due to poor online customer experiences

A survey commissioned by Tealeaf, a top producer and developer of online customer experience management (CEM) software, and conducted for them by Econsultancy, shows the shocking fact that businesses in the UK are losing the equivalent of some 24% of their entire annual online revenue due to poor online customer experiences. This equates to £14bn alone in the past year amongst online retailers .