Posts from May 09, 2008

Diane Clarkson | May 09, 2008, 12:43 PM
Lamenting Air Canada's "new era"
It is a New Era in Travel, at least according to the subject line in an email I received yesterday from Air Canada. Air Canada has launched On My Way, which they advise is the “new name for peace of mind”. This program gives access to 24/7 customer service to...( more )

David Card | May 09, 2008, 12:18 PM
Google, Yahoo Remain Favorite Brands Online
Google's nosing ahead of Yahoo as the top online brand, according to a Jupiter consumer survey. But the kids like the social media. The question asked respondents to pick their top two favorites. Clients can check out the data on Quantify, and compare it with the results last June....( more )

Ed Kountz | May 09, 2008, 10:31 AM
Alternative Payments Update : Consumer Drivers in a Multi-Sided Market // U.K.’s Carphone Warehouse Goes Mobile (Payments)
Clients and prospects will likely already know my views on the space of alternative online payments (PayPal, BillMeLater, Google Checkout and eBillMe, in particular). For those who don’t, here’s a quick synopsis: While credit cards remain the number-one online consumer payment option for purchasing goods and services, this is not...( more )

Zia Daniell Wigder | May 09, 2008, 10:01 AM
Maintaining an advantage in global customer care
Our global online retail report, which will be published next week, ended up so long that we decided to spin off a couple of topics into separate reports. One of these topics is global customer care. Many US-based companies look at the global landscape and balk at having to support...( more )