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The Customer Respect Group measures the behavior of corporate websites in relation to the
treatment of the online customer and their personal data.
Privacy, Responsiveness, Attitude, Simplicity, Transparency and Business Principles
are measured as part of the review process.
Each website is assigned a Customer Respect Index (CRI™) rating.
The CRI rating is the only true Benchmark for Customer Respect and is a qualitative and quantitative in-depth analysis and independent
measure of a customer’s online experience when interacting with companies via the Internet.
The Customer Respect Group provides a wide range of reports, data analysis tools, web site surveys and services to help
monitor trends, common and best practices and improve websites. The Benchmark allows companies to compare and contrast with other companies
in the sector, their industry and with the largest and/or best companies across all industries.
The customer experience, be it the satisfaction they gain or respect they feel is a crucial factor in establishing loyalty for your
company or brand website. While it is hard to determine the monetary value of that experience, it is critical to be aware of trends and
common practices within and across industries and how your site compares. Customer respect is already being used as a critical
marketing differentiator as sites look to attract hesitant consumers who wish to shop, bank, and research online. Corporate reputations
can be enhanced or damaged by online practices and it is vital to manage and monitor just how your site performs.
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"I recently ordered a gift through Omaha Steaks. I routinely check boxes that specify that I don't want to receive marketing emails or calls, but I don't recall even getting a choice from Omaha Steaks. Even so, what they're doing now is beyond the pale: calling me constantly at home with pitches even when I ask not to be called again.
Once, I even got a call at work, though I must have had a brain cramp to have given them my work number. So I guess I shouldn't be surprised by this new report on privacy.
The latest analysis by the Customer Respect Group said 72% of sites scored "poor" on policies for use of personal data for marketing.
Perhaps these firms think they get a benefit from this marketing that outweighs whatever fallout they might get from customers. All I know is, I won't be ordering from Omaha Steaks again.
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"Providing a simple, safe and satisfying online experience for all of our clients' members, especially the more senior members, is
not only our top priority - it defines our approach to online pharmacy," said Tom Feitel, Medco's chief web officer. "This ranking validates our efforts and could also serve as an important indicator as Medco prepares to support its health plan and employer clients to service the millions of seniors who will begin weighing options under the new Medicare Part D
prescription drug benefit that begins next January."
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"At Orbitz, our goal is to make travel easier and we know that a good online experience is the first step in creating a happy, loyal customer," said Eliah Kahn, senior vice president of Customer Experience at Cendant TDS. "From our one-of-a-kind Care Alerts to our fast email inquiry response times, we are continually making enhancements to the site to ensure we are meeting our customers' every need."
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