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In recent weeks, new Federal Communication Commission rules took effect to further protect consumers under the Telephone Consumer Protection Act of 1991 (TCPA). The changes ordered by the FCC are designed to protect consumers from unwanted autodialed or pre-recorded telemarketing calls, also known as "telemarketing robocalls." The new TCPA rules accomplish four main things:
I found this infographic quite entertaining. These generalizations are probably wrong to make and I’ll use myself as an example: I rarely will complain online because it reflects as much upon the customer as it does the company. But there was an instance recently where I bought an item, immediately found that it didn’t work, appealed to the company and they insinuated that I was lying. I don’t consider myself any of these caricatures
One of the most important touchpoints on the consumer buying journey is the phone call. Why? Because after consumers discover your products or services on Google (or Bing, Yahoo, etc.) and those prospects are impressed with your business website, a phone call may move them one step closer to a sale.
Nonvoice mobile activity will account for nearly 20 percent of media time. Mobile has become so key to consumers’ lives that for the first time this year, time spent on nonvoice mobile activities will surpass time spent online on desktop and laptop computers, eMarketer estimates. U.S. adults will spend 44.4 percent of their overall media time with digital this year, including 19.8 percent on mobile—compared with 19.5 percent on laptops and PCs. Time spent with mobile phones and tablets, excluding voice calls, has risen from 13.5 percent of all media time last year, and has nearly tripled since 2011.
Will your marketing campaign be the target of a class action lawsuit or regulatory investigation for failure to comply with recent revisions to the telephone consumer protection act? The TCPA was passed into law in 1991. The FCC is empowered to issue rules and regulations implementing the TCPA. Among other things, the TCPA allows individuals to file lawsuits and collect damages for receiving unsolicited telemarketing calls, faxes, pre-recorded calls or autodialed calls. ... If you are utilizing any type of call center software as part of your telemarketing operations, you may be using an autodialer within the FCC’s definition
So I'm sitting on a hard wooden seat in my local Apple store, waiting patiently. It had been a half hour since I was politely shown to a waiting area while the large crowd buzzed around me. Twice, an Apple rep came over to apologize for my wait. Her apology felt sincere, like she actually cared that I was waiting and inconvenienced. Another point scored for Apple—sincerity. Which is when it hit me: In any other store, I'd be cursing under my breath, impatient as heck, demanding to be served. So why was I being patient?
If it costs five times more to acquire a new customer than to keep one, why do brands continue to try and ignore customer complaints? For as long as there have been businesses selling goods and services, there have been complaint departments. And I'm guessing that as the number of sales increased, so did the number of complaints. So why did it take until the creation of the Internet and the popularity of social media for so many businesses to really start to address customer satisfaction issues?