Tag: USA

Survey Reveals Top 100 U.S. Online Retailers’ Customer Service Shortfalls

With U.S. online retail sales for Q1 2007 totaling USD 31.5 billion, an astounding independent study has revealed that U.S. online retailers are failing in key areas of customer service, which has the potential to be devastating to the online retail market which is forecasted to reach USD 329 billion in 2010.

In a mystery shopper exercise conducted from April to June 2007, an overwhelming 34 pct of emails went unanswered by 100 of America’s top online retailers, with just over 50 pct of responses providing accurate and complete information. The findings of the audit are highlighted in a report published today by customer service specialist and leading Customer Interaction Management (CIM) software solution provider Talisma Corporation.

Talisma’s audit awarded each online retailer a score out of 100, based on a range of customer service criteria, including speed of response, accuracy, completeness of information provided, and the personalization of interactions. Although 93 pct of companies audited responded to phone queries within 30 seconds, only 5 pct were able to communicate with personalized content – by referring to caller ID or a customer profile. Personalization is increasingly being recognized as a critical factor in delivering customer service excellence. In fact, customers are beginning to expect to be acknowledged and treated as “special” on return visits across all channels of communication.

According to Jupiter Research, consumers’ expectations of service performance increase as they spend more time online. As such, the repercussions of poor service experiences also increase.

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FedEx Corp. elects Gary Loveman as new Director

Shareowners of FedEx Corp. today elected Gary W. Loveman, Chairman, President and Chief Executive Officer of Harrahs Entertainment, Inc., a provider of branded casino entertainment, to the corporations Board of Directors for a one-year term. The Board of Directors has appointed Loveman as a member of its Audit and Information Technology Oversight committees.

Gary is a highly welcome addition to our Board of Directors, said Frederick W. Smith, chairman, president and chief executive officer of FedEx Corp. We look forward to benefiting immediately from his leadership experience and keen insight.

Before joining Harrahs Entertainment in 1998, Loveman was an associate professor of business administration at the Harvard University Graduate School of Business Administration. Loveman was awarded a Ph.D. in economics from the Massachusetts Institute of Technology and a B.A. in economics from Wesleyan University. He serves on the board of directors of Harrahs Entertainment and is an outside director of Coach, Inc.

At its annual meeting today, shareowners also reelected the other thirteen director nominees, each for a one-year term: Frederick W. Smith, James L. Barksdale, August A. Busch IV, John A. Edwardson, Judith L. Estrin, Philip Greer, J.R. Hyde, III, Shirley A. Jackson, Steven R. Loranger, Charles T. Manatt, Joshua I. Smith, Paul S. Walsh and Peter S. Willmott.

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Trade with China is boon to industry of logistics

The huge wave of trade with China and other countries that has washed over ports in Southern California has been a boon to companies that once saw themselves simply as small warehouse and distribution businesses.

Processing and distributing millions of freight-laden containers through the region and to the rest of the United States has become the largest source of jobs on the West Coast. But the overall growth in the industry is raising new challenges, as California regulators demand reductions in air pollution in the port areas and larger companies raise the pressure on smaller businesses.

Small to medium companies exemplify the logistics industry, a fast-growing business of warehousing, trucking and freight forwarding on the cutting edge of technological and social trends, from Internet commerce to evolving Latino markets. Their businesses have grown along with the ports in Southern California, which now handle 44 percent of the merchandise imported to the United States, according to the Los Angeles County Economic Development Corp.

Formerly a business of thousands of trucking and storage outfits, logistics has become a giant industry in the past decade as international trade has grown. U.S. Commerce Department statistics show that the value of imports and exports reached almost USD 3 trillion in 2006, up 67 percent since 1999. At USD 900 billion in annual revenue, logistics now accounts for some four million jobs across the United States. It is the largest single source of employment in Southern California, at more than 650,000 jobs, according to the economist John Husing, of Redlands, California, an authority on regional industry.

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ASTAR pilots to call a strike

After more than two years of contract talks, pilots for carrier ASTAR Air Cargo Inc. say they have authorized their union to call a strike.

The Air Line Pilots Association (ALPA), which represents the pilots, said 97 percent of its members voted to authorize the strike, which could take effect when the National Mediation Board releases both parties from talks.

The Wilmington-based carrier and the union have been working with mediators for 10 months, but still remain far apart on wage and compensation issues, ALPA said in a news release. Contract negotiations originally began in January 2005.

ASTAR, headquartered in Miami with a hub in Wilmington, is a cargo airline that counts DHL and the U.S. Postal Service among its customers.

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