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  • Impatient Customers Make Flawless Service Mission Critical for Midsize Companies

    - by Richard Lefebvre
    At times, I can be an impatient customer. But I’m not alone. Research by The Social Habit shows that among customers who contact a brand, product, or company through social media for support, 32% expect a response within 30 minutes and 42% expect a response within 60 minutes! 70% of respondents to another study expected their complaints to be addressed within 24 hours, irrespective of how they contacted the company. I was intrigued when I read a recent blog post by David Vap, Group Vice President of Product Development for Oracle Service Cloud. It’s about “Three Secrets to Innovation” in customer service. In David’s words: 1) Focus on making what’s hard simple 2) Solve real problems for real people 3) Don’t just spin a good vision. Do something about it  I believe midsize companies have a leg up in delivering on these three points, mainly because they have no other choice. How can you grow a business without listening to your customers and providing flawless service? Big companies are often weighed down by customer service practices that have been churning in bureaucracy for years or even decades. When the all-in-one printer/fax/scanner I bought my wife for Christmas (call me a romantic) failed after sixty days, I wasted hours of my time navigating the big brand manufacturer’s complex support and contact policies only to be offered a refurbished replacement after I shipped mine back to them. There was not a happy ending. Let's just say my wife still doesn't have a printer.  Young midsize companies need to innovate to grow. Established midsize company brands need to innovate to survive and reach the next level. Midsize Customer Case Study: The Boston Globe The Boston Globe, established in 1872 and the winner of 22 Pulitzer Prizes, is fighting the prevailing decline in the newspaper industry. Businessman John Henry invested in the Globe in 2013 because he, “…believes deeply in the future of this great community, and the Globe should play a vital role in determining that future”. How well the paper executes on its bold new strategy is truly mission critical—a matter of life or death for an industry icon. This customer case study tells how Oracle’s Service Cloud is helping The Boston Globe “do something about” and not just “spin” it’s strategy and vision via improved customer service. For example, Oracle RightNow Chat Cloud Service is now the preferred support channel for its online environments. The average e-mail or phone call can take three to four minutes to complete while the average chat is only 30 to 40 seconds. It’s a great example of one company leveraging technology to make things simpler to solve real problems for real people. Related: Oracle Cloud Service a leader in The Forrester Wave™: Customer Service Solutions For Small And Midsize Teams, Q2 2014

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  • New Amazon EC2 image for Oracle SOA (and BPM) Suite

    - by Demed L'Her
    Want to test-drive the Oracle SOA Suite, including the brand new BPMN capabilities, without having to install anything? Check out our new image on Amazon EC2 for Oracle SOA (and BPM) Suite 11gR1 PS2. The full instructions are here: BPM 11gR1 now available on Amazon EC2 Thanks Prasen for posting that new image!

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  • What marketplace / garage-sale software package does togoparts.com use?

    - by gus
    See: OpenSource Marketplace Platform I want to start a site also for end-users to buy/sell used sporting goods of a particular type. When the scope of goods is narrowed like this, it is very advantageous to be able to filter by Brand, Size, Price Range, etc. Nice features: account reputation with user comments listings sortable by many custom fields auto resize and recompress image uploads I don't want to reinvent the wheel, so does anyone know where I can start?

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  • Black Techniques Of SEO

    Search Engine Optimization, or more popularity known as SEO, is one of the most popular types of Internet marketing techniques used by many webmasters today. It is used not only to market their brand... [Author: Margarette Mcbride - Web Design and Development - June 10, 2010]

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  • How to Create an SEO Friendly Website?

    In the midst of stiff competition, it is difficult for the marketers to survive the onslaught of the changing opportunities and threats posed by the business environment. An entrepreneur has devised several ways to promote an organization in the market. The main aim of every marketer is to build an everlasting brand image of the corporation.

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  • Points To Ponder While Going For A Custom Logo Design

    Every organization, whether small or large, go for designing a logo for its business. And in these days and age, with immense competition, it';s hard to get identified and build a strong brand image. ... [Author: Gisselle Gloria - Web Design and Development - October 05, 2009]

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  • Will multivariate (A/B) testing applied with 302 redirects to a subdomain affect my Google ranking?

    - by Lior
    I want to do an A B test of an entire site for a new design and UX with only slight changes in content (a big brand site that has good Google rankings for many generic keywords. My idea of implementation is doing a 302 redirect to the new version (placing it on www1 subdomain) and allowing only user agents of known browsers to pass. The test version will have disallow all in the robots text. Will Google treat this favorably or do I have to use Google Website Optimizer (which will give me tracking headaches)?

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  • Thank you for all partners that attended to our Specialization campaign in Denmark

    - by user12875760
    Oracle’s Specialization Program is a trusted status and brand, which allows our most experienced and committed partners to differentiate themselves in the marketplace and gain a competitive edge by spotlighting their strengths and special skills.Partners can choose where they want to specialize from a wide range of Specializations from Oracle’s growing product portfolio. Click here to read more.

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  • Windows Cloud Services Aren’t Exclusive to Microsoft

    - by Ken Cox [MVP]
    The Windows Azure brand has captured mindshare for the buzzword-du-jour, ‘cloud computing’. However, Microsoft certainly isn’t the only option for cranking up virtual machines to meet unexpected or peak demands. For example, I see that OrcsWeb has released its Windows Cloud Servers product , starting at $99.99 a month*.  Competition is a good thing - and make sure you do some cost comparisons when researching cloud resources. Some of us were unpleasantly surprised by Azure’s pricing structure...(read more)

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  • SEO Link Building For Brands Using Search Engines

    Link building for an SEO site is a daunting task especially at the very beginning. It becomes a puzzle just where to start from and the directional drift that the link will profitably make. All this can be solved by web browsing through exploratory channels like Google that will give an idea of where to direct the attention. For example a basic approach can be in terms of finding out about how many hits the chosen brand name that one is building links to, receives on a daily basis.

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  • FocusOPEN Digital Asset Manager

    - by csharp-source.net
    FocusOPEN is a free and open source ASP.NET Digital Asset Management system written in C# and SQL Server (T-SQL). It includes a number of enterprise class features such as a dedicated media processing server, multi-brand support, flexible configurable metadata, faceted and filtered search interfaces (as well as full text indexing) and sophisticated security and user access roles. FocusOPEN is available with an AGPL and Commercial licence.

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  • SQL Server Hardware Configuration Best Practices

    You have been asked to deploy a brand new SQL Server instance. Your management asks you to come up with the best balance of availability, performance and cost for SQL Server. Richard Vantrease has some recommendations. Get to grips with SQL Server replicationIn this new eBook Sebastian Meine gives a hands-on introduction to SQL Server replication, including implementation and security. Download free ebook now.

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  • Would Ubuntu support this Avell G1711?

    - by Bernardo
    I just bought a gaming notebook (model G1711) from a local brand in Brazil named Avell. Its configuration is quite advanced and this is the reason for my purchase. However, all of their official support relies on Windows 7 or 8, actually. So would Ubuntu work on this machine? It is an i5 Haswell, Chipset Intel HM87, Nvidia Geforce GTX 765M, sound with THX TruStudio Pro, Blu-ray writer, US layout keybord 101/102, USB 2 and 3.0, eSata port, 9 in one memory card reader.

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  • Logo Redesign Service

    Logos are most important part of any company?s identity. It gives a visual identity to a company, in another word it is a symbolic representative, the sight of which recalls about the brand. This sym... [Author: Alan Smith - Web Design and Development - May 27, 2010]

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  • How do I remove only shopping searches?

    - by Amanda
    I have a brand new 13.10 install and I want all this shopping spyware nonsense gone. Searching for "Ubuntu shopping spyware nonsense" led me to apt-get remove unity-lens-shopping but I don't actually see a unity-lens-shopping package. How do I remove shopping searches in 13.10? Update: Is there any way to distinguish the scopes that search remote servers (Ebay, Amazon, AskUbuntu) from the ones that search my local computer? Or do I have to go through them all?

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  • Any reason not to buy SSL certificates from a reseller?

    - by andrewtweber
    Is there any reason to buy an SSL certificate directly from the host (for $49, for example), instead of through a well-known reseller, for only $10.95? Specifically in my case, I just need to encrypt user data as they fill out forms. Nothing too critical, only usernames and passwords. I don't think my users actually care about the brand name or "trust" level behind the certificate, I'm just looking out for them.

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  • Chiro One's Success with Oracle Sales Cloud

    - by Richard Lefebvre
    "As we strive to be a world-class company for our patients we needed to align with a company like Oracle who also is a world-class brand," says Roger Gold, National Director of Customer Engagement. Chiro One Wellness Centers is a national healthcare provider. It plans to grow to 1000 offices across the globe by 2020 and Oracle Sales Cloud will make that possible. Watch the 4'33 YouTube video featuring Chiro One success with Oracle Sales Cloud

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  • CUPS Authentication for Admin on localhost:631 interface

    - by Tony Kruse
    I have searched quite a bit, saw the one response that purported to have a solution to this but it did not work in my case. My Brother printer is not shown in CUPS so I go to Admin-Add Printer it gives me the User Name/Password popup with refuses to recognize my user name on the machine. This is a brand new install of 13.1. My Restrict Access to the admin pages section has: Order allow, deny Allow localhost

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  • can't get past the login screen

    - by Greg
    Using a brand-new install to a usb stick of 12.04 lts installed by Universal USB Installer 1.8.9.8. I log in as "ubuntu" with a blank password, the console appears for a second or two with text scrolling past and then it returns to the login page. I've used the same usb stick on several computers with the same results, so it doesn't appear to be a hardware/driver issue. I have not tried installing to the hard drive, because I wanted to try it out first.

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  • Are You Meeting Social Customer Service Expectations?

    - by Mike Stiles
    Whether it’s B2B or B2C, one sure path to repeat business is making sure your buyer has a memorably pleasant and successful customer service experience with you. If they get that kind of treatment consistently, that’s called a relationship. And those aren’t broken easily. Social customer service, driven by integrated SRM (social relationship management) technology, is the venue that can effectively connect customers not only to the brand, but to other customers. Positive experiences, once administered, don’t just rest with the recipient. They’re published in the form of public raves and peer-to-peer recommendation, a force far more actionable than push advertising. What’s more, your customers have come to expect access to you and satisfaction from you using social. An NM Incite study shows 83% of Twitter users and 71% of Facebook users expect to get an answer from brands the same day they post to them on their social assets. To make sure you’re responding, you’ve got to have a tech platform that’s set up to moderate and alert so you’ll know ASAP a customer needs help. The more integrated your social enterprise is, the faster you can not only respond, but respond with the answer they’re looking for, because your system is connected to the internal resources that can surface the answer or put wheels in motion to rectify the situation in the shortest amount of time possible. But if you go to the necessary lengths to make sure your customers feel valued and important, will they really reward you? The study says 71% of consumers who got quick and effective responses from companies they contacted via social were more likely to recommend the brand to their friends and followers. So yes, sweeping people off their feet pays big dividends in terms of word-of-mouth marketing. But you should be keenly aware of the reverse side of that coin. Give people a negative experience, either in real world or virtual customer service, and that message is highly likely to get amplified through social channels faster and louder. Only 36% of the NM Incite study’s respondents reported that their problems were solved quickly and effectively. 36%? That’s hardly an impressive number. It gets worse. 10% never got so much as a response - at all. Going back to the relationship analogy, companies that are this deep in the ditch where customer service is concerned are making their girl or boyfriends really easy for a competitor to steal. Given the technology tools and data available right now for having an intimate knowledge of the customer, what products they’ve purchased, likely problems with those products, effective resolutions to those problems, and follow-up communication to gauge satisfaction, there are fewer excuses than ever for making the lifeblood of your business feel like you couldn’t care less. @mikestiles

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  • Next Generation Traffic

    Web 2.0 changes the whole known scenario of how we see and use the web. It provides the ability to the user to create and manipulate data. Web 2.0 creates a brand new internet.

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