| Customer Experience: Making the Most of Customer Complaints |
Customers are constantly judging companies for service failures large and small, from a glitch-ridden business-software program to a hamburger served cold. They judge the company first on how it handles the problem, then on its willingness to make sure similar problems don't happen in the future. And they are far less forgiving when it comes to the latter. Fixing breakdowns in service-we call this service recovery-has enormous impact on customer satisfaction, repeat business, and, ultimately, profits and growth. Read more |
| Case Study: Touchwork Boosts Feedback by 3,000% at Cape Town International Airport |
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 Cape Town International Airport is getting an overhaul at the moment in readiness for the upcoming 2010 FIFA Soccer World Cup. Find out how they increased passenger feedback by over 3,000%. Read more
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| Report: By next year, 1 in 5 US Households will be wireless-only |
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Cords are becoming endangered across America. More than 20 million U.S. households have ditched their landline and rely solely on wireless handsets for home telecommunications.
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| New Product: Smart Messaging Solutions for Conferences and Tradeshows |
Touchwork recently launched Message4Events, comprising a range of smart text messaging based solutions for conference and tradeshow organizers.These solutions enhance the conference experience for delegates by:
- Facilitating on-site networking amongst delegates
- Enabling organizers to communicate with all delegates during an event
- Automating the rating of presentations, sessions and speakers
- Adding a fun "mobile treasure hunt" to drive traffic to participating tradeshow booths
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| Trends: Text Messaging Replacing Talk Among Teens |
Second to clothing, teens claim that a mobile phone tells the most about a person's social standing or popularity. The respondents said they spend as much time talking as they do texting each month. In fact, the feature is so important that if texting were no longer an option, 47 percent of the responding teens said their social life would end or be worsened. Read more |
The typical U.S. mobile subscriber sends and receives more text messages than phone calls. 
