I'm a big fan of Southwest Airlines in general, because they always seem to be so far ahead of the other airlines in pleasing their customers.  When five of the six so-called major airlines announced they'd start charging for checking a second bag I grimaced.  One of the more painful elements for a while, however, was their boarding ...

I had an interesting (if unfortunate) experience yesterday.  I called my bank because my credit card was charging me an annual fee.  I was pretty sure that I had signed up for one of those 0% interest rate promotion.  Admittedly, I remembered that I had missed a payment when I first signed up for the card and switched to automatic ...

So when does outbound messaging become a care touchpoint instead of a marketing opportunity?  The interaction is becoming increasingly blurred. Yesterday, my digital frame service password wasn't working (separate topic/issue) , and in a frantic move to send ''grandma'' photos of her 19-month twin grandsons raking leaves, I signed up for this ...

Outbound Messaging is a great way to provide courtesy notifications for consumers. In fact, according to Genesys Telecommunications www.genesyslab.com/resources/podcasts.asp. 84% of consumers would like to receive proactive communications from their suppliers on delivery, services or products that may be of interest to them.  As a ...