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Consumers Want Choice of Service Channels: Aspect Research

Customer service isn’t the same thing as customer success.  Customer service vendor Aspect found that use of voice channels has decreased compared with online channels, even though customers prefer voice to everything except in-person interactions. Presumably the reason is that companies are pushing online options. This may be why consumers rated choice of channel as more important than personalized treatments. Aspect smells a business opportunity: 75% of consumers said they’d pay more for exceptional service.

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Relevnt Promotes Local Content Publishing

February 28, 2018

Perhaps more hopeful for local media: start-up Relevnt is expanding its “location-based mobile network”, which lets local publishers and organizations host interest-based communities which are exposed via mobile app to subscribers. Contributors’ content appears within immediately via RSS feeds and contributors earn advertising revenue. Technically, each community is a Web domain owned by the local publisher and the communities are aggregated by the mobile app. So far, the only way to get the app is through the Apple Store so this isn’t entirely free-range content grazing.

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Google Again Delays Third-Party Cookie Deprecation

April 25, 2024

Procrastinators of the world can throw a party whenever they get around to it: Google has once more pushed back complete third-party cookie deprecation.  The new target is “early next year.” Reasons for the delay include concerns expressed by U.K. data regulator Information Commissioner’s Office, an ongoing inquiry by the U.K. Competition and Markets Authority, and widespread discontent in the advertising ecosystem.

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