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October 2013 Blog Posts (2)

An example (e.g. Virgin Atlantic Airlines) is sometimes the best teacher.

The risk of not seeing where the customer care market is headed is that market share will be lost to the early adopters.

Last week I blogged about a recent security study revealing the value of anti-fraud efforts to e-merchants.  Statistics and analysis substantiating the assertion that customers buy more and are more loyal when a merchant has anti-fraud efforts.  There are no better illustrations than Virgin Atlantic Airways and Carnival Cruise lines.  My recommendation to…

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Added by Dan Rojas on October 25, 2013 at 4:01pm — No Comments

If a tree falls in the Customer Care forest, does it make a sound and does anyone care?

Lexis Nexus sponsored a study by the Javelin Research firm recently regarding e-merchant security.  One of my conclusions from this study was that preventing fraud is good for business in many ways aside from the obvious.  Preventing fraud also results in increased customer loyalty and increased sales.  The supporting two data points discussed in the study concerned “large e-merchant firms” respective experience with antifraud efforts. These merchants believe their customers REWARD security…

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Added by Dan Rojas on October 16, 2013 at 4:51pm — No Comments

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