News 

‘Never Work For Your Dream Brand’: Inside The Toxic Work Environment At Away

“In the summer of 2017, Lauren joined Away as a customer experience associate” writes Zoe Schiffer for theverge.com. Bags weren’t going out on time and, once again, the customer experience associates couldn’t get a clear estimate on when they were expected to ship.But it also opened a yawning gap between how Away appears to its customers and what it’s like to actually work there.To make matters worse, the operations team wasn’t communicating with customer experience associates about when people could expect their bags to ship.In an intense office environment, having…

Read More
News 

Emotional baggage: inside the toxic work environment at Away

“In the summer of 2017, Lauren joined Away as a customer experience associate” writes Zoe Schiffer for theverge.com. Bags weren’t going out on time and, once again, the customer experience associates couldn’t get a clear estimate on when they were expected to ship.But it also opened a yawning gap between how Away appears to its customers and what it’s like to actually work there.To make matters worse, the operations team wasn’t communicating with customer experience associates about when people could expect their bags to ship.In an intense office environment, having…

Read More
News 

E-tailers must effectively fulfill online orders over the holidays to build consumer loyalty

“It’s extremely important that retailers meet consumers’ delivery expectations this holiday season given the high e-commerce volume and merchants’ recently ramped-up fulfillment efforts” writes Daniel Keyes for businessinsider.com. Shipping orders from stores can enable retailers to get consumers their orders quickly while limiting costs, while buy online, pickup in-store (BOPIS) services have the same effect since they eliminate last-mile delivery entirely. Source: businessinsider.com

Read More
News Platforms 

A former Salesforce VP has raised 4 rounds of funding in 18 months for a startup called Kustomer. His model: Salesforce.

“In 1995 he founded his first service company called eShare” writes Paayal Zaveri for businessinsider.com. “But right now we’re very focused on customer service because it’s such a huge opportunity and the current solutions are pretty ancient.”. Kustomer offers customer service support across all types of platforms customers might be using to communicate and interact with brands.It’s a cloud based customer service platform, not dissimilar to Salesforce. Source: businessinsider.com

Read More
News 

Evart dispensary with 12,000-plant grow to begin selling recreational marijuana Friday

“Lit Provisions, 600 W. 7th St., 231-515-1600, will join four other businesses, three in Ann Arbor and one in Morenci near the Ohio border, that have already begun selling recreational marijuana and marijuana products” writes Gus Burns for mlive.com. EVART, MI — A marijuana dispensary in Osceola County’s Evart plans to open its doors to recreational customers Friday, Dec. 6.Recreational marijuana sales to begin after 10 a.m.Read more from MLive about medical and recreational marijuana. Source: mlive.com

Read More
News 

Man arrested for ‘making 24,000 complaint calls’…

“Akitoshi Okamoto, is believed to have made 24,000 calls to complain that a Japanese telephone operator violated his contract (AFP Photo/KAZUHIRO NOGI) Tokyo (AFP) – A Japanese pensioner has been arrested after ringing a phone company 24,000 times to complain they had violated his contract, police and local media reported” reports yahoo.com. Old drivers frequently cause fatal car accidents and railway operators have reported a spike in passenger violence against their staff from elderly customers. Source: yahoo.com

Read More
News 

One of Satya Nadella’s former lieutenants just raised $75 million for his startup Highspot to build the ‘missing layer of software’ for salespeople – and Salesforce is an investor

“Large enterprise companies might have 50,000 pieces of content, such as brochures or case studies, available for salespeople to use to court customers, Wahbe said” writes Ashley Stewart for businessinsider.com. Highspot, Wahbe’s Seattle-based startup, has raised $200 million from investors including Salesforce’s venture capital arm and has partnerships with Salesforce and Microsoft.Highspot on Wednesday announced $75 million in funding from existing investors ICONIQ Capital, Madrona Venture Group, OpenView, Salesforce Ventures, and Sapphire Ventures.The company declined to reveal its valuation, but PitchBook estimated it was worth $530 million after the June…

Read More
News 

Wayfair to open customer service center in Michigan

“The state through the Michigan Strategic Fund supported the development with $2.51 in incentives, $1.76 million in a Michigan Business Development Program grant and a $750,000 Jobs Ready Michigan Program grant” writes Emily Lawler for mlive.com. Online home furnishings giant Wayfair is making a new home for itself in Michigan, where it plans to locate a customer service center and create 503 jobs.In Michigan, they will hire for full-time customer service, human resources and management roles, according to a press release from the company. “We are excited to expand our…

Read More
News 

Air travel shows what happens when we give companies ruinous power over us

“At American customer service, I explained that I had been trying to get to a wedding since Wednesday” writes Richard Morgan for washingtonpost.com. I joined the line at 10:57 p.m. and reached a customer service desk almost 12 hours later, at 10:46 a.m.Finally at the customer service desk, I asked an agent, who was wearing an “Ask Me About Punta Cana” lapel pin, if hotel vouchers were possible. Source: washingtonpost.com

Read More
News 

Tray.io raises $50 million to automate repetitive business processes

“Automating monotonous records management, customer relationship management, IT, and human resources processes is the dream of every enterprise pursuing efficiency” writes Kyle Wiggers for venturebeat.com. The robust market has bolstered robotic process automation firms like Automation Anywhere, which last week raised $290 million at a $6.8 billion valuation, and UiPath, which in April raised $568 million at a $7 billion valuation.But if you ask folks like Richard Waldron, Alistair Russell, and Dominic Lewis, there’s hope for companies looking to embrace workflow automation. Source: venturebeat.com

Read More