Reducing Remorse Returns August 12, 2010
Posted by OnProcess Technology in Customer Experience Management, OnProcess.Tags: OnProcess, OnProcess Technology, reducing remorse returns, remorse returns
add a comment
With the upcoming ‘tax-free’ weekend in Massachusetts, we thought it might be timely to again share our five minute overview on the problem of Remorse Returns, along with some initial suggestions on how we can help you reduce them. We’ve been working with clients in Telecom, Wireless and other industries on this troublesome topic, with some very positive results to date.
–sk
Article: Best Buy Carrying Motorola DOCSIS 3.0 Modems October 6, 2009
Posted by OnProcess Technology in Customer Care, Customer Experience Management, Customer Understanding Research, OnProcess, Warranty Management.Tags: Amazon, Best Buy, Cable, DOCSIS 3.0, Motorola, MSOs, remorse returns
add a comment
Article By Todd Spangler — Multichannel News, October 6, 2009
Electronics retailer Best Buy is selling Motorola’s DOCSIS 3.0-certified cable modems both online and in its stores.
Motorola 3.0 DOSCIS-enabled set-top box
The Motorola SurfBoard SB6120 eXtreme DOCSIS 3.0 cable modem is available at Best Buy and BestBuy.com for $99.99. According to customer comments on the site, the modems have been available to order since April.
Earlier this year, Fry’s Electronics began selling the Motorola SB6120 cable modem online and in select stores. Radio Shack also sells the unit for $99.99, while Amazon.com offers it for $85.03.
The SB6120 is certified for DOCSIS 3.0 and supports download speeds of up to 150 Mbps, although currently 100 Mbps is the fastest service MSOs, including Comcast and Cablevision Systems, have launched commercially. The modems also work in any cable provider’s current DOCSIS 2.0 environment.
According to research firm Pike & Fischer, U.S. cable operators are on track to deploy DOCSIS 3.0-based services to 99% of the country by 2013.
OPT Questions:
- What will be the impact to MSOs in the form of inbound trouble calls related to DOCSIS 3.0 modem installations that go wrong?
- Will inbound call volumes spike and, if so, will it also affect overall perceived customer service quality, driving defections through unintended consequences?
- Will “no trouble found” remorse returns levels skyrocket at the retailers who sell these modems?
–sk
Remorse Returns – Discuss May 6, 2009
Posted by OnProcess Technology in Customer Care, Customer Experience Management, OnProcess.Tags: discussion group, LinkedIn, OnProcess, remorse returns, retail operations
add a comment
No, we’re not channeling Linda Richman, we’ve started a discussion group on LinkedIn.
Remorse Returns make me Verklempt!
Check it out and, by all means, contribute to the discussion.
–sk
