Product management

TCN Consumer Survey Finds Americans Overwhelmingly Prefer to Interact with a Live Person When Dealing with Customer Service Reps

Tuesday, July 27, 2021 - 12:05pm

Americans are willing to wait on hold, but not for long. When calling a company’s customer service department, Americans said they are willing to wait on hold for six minutes, but the actual wait time on average is three times longer. One-third (34%) said they’re willing to wait on hold between five to seven minutes, an average of six minutes overall, with women (15%) twice as likely as men (8%) to be willing to wait 10 minutes or longer. However, the average actual wait time on hold is 17.4 minutes, with 2 in 3 (62%) saying they’ve waited on hold longer than 10 minutes and nearly one-quarter (23%) saying they’ve waited on hold for 30 minutes or longer. Women are more patient -- they’re twice as likely (31%) as men (13%) to wait on hold more than 30 minutes.

Key Points: 
  • The national survey, conducted by OnePoll and commissioned by TCN, reveals Americans overwhelmingly prefer to interact with a live person when dealing with customer service centers.
  • The survey also finds companies that prioritize good customer service are likely to be rewarded by consumers with increased brand loyalty and positive online reviews.
  • In the survey, consumers said they are likely to reward companies with good customer service with increased brand loyalty and positive online reviews.
  • To view the full survey results, download TCNs ebook, Understanding the Modern Consumer: 2021 Consumer Insights About Customer Service, at: https://go.tcn.com/customer-service-survey-results-2021 .

DS Smith Paper Mill in Georgia Saluted for Its Environmental Stewardship, the First U.S. Facility Certified by Industry Group for Its Energy Efficiency

Tuesday, July 27, 2021 - 12:31pm

Sustainable packaging leader DS Smiths paper mill in southeast Georgia has earned top honors as an industry leader in energy efficiency.

Key Points: 
  • Sustainable packaging leader DS Smiths paper mill in southeast Georgia has earned top honors as an industry leader in energy efficiency.
  • (Photo: DS Smith)
    The International Organization for Standardization (ISO) recently recognized DS Smiths mill in Riceboro, the first ISO-50001 certified facility in the pulp, paper and paper products industry in North America.
  • The Riceboro paper mill team was supported in adopting the DS Smith Group EnMS by RMK Sustainability Group.
  • Certification is designed improve energy performance, including setting goals, understanding data related to energy consumption and evaluating energy management system performance.

LBMC Launches Growth and Innovation Practice

Tuesday, July 27, 2021 - 12:28pm

LBMC , a top consulting & professional services firm in the nation, announces the launch of its Growth and Innovation practice to accommodate growing client needs in the middle market space.

Key Points: 
  • LBMC , a top consulting & professional services firm in the nation, announces the launch of its Growth and Innovation practice to accommodate growing client needs in the middle market space.
  • View the full release here: https://www.businesswire.com/news/home/20210727005028/en/
    Leading LBMCs Growth and Innovation practice as Managing Director is industry veteran and strategy consultant Todd McCullough .
  • The LBMC Growth and Innovation experts will be helping companies address challenges such as missing growth goals, adapting to business/industry disruption, and new product development.
  • Joining McCulloughs team is Bryan Terrill , a Senior Manager in the Growth and Innovation practice.

Archer Scales Design Team, Hiring Young Joon Suh as Advanced Designer, Peter Buck as Director of Brand Experience and Carolina Sanz as Senior Manager of Brand Experience

Tuesday, July 27, 2021 - 12:00pm

A globally-recognized creative talent, he brings a perspective shaped by years of high-level experience to the Advanced Designer role.

Key Points: 
  • A globally-recognized creative talent, he brings a perspective shaped by years of high-level experience to the Advanced Designer role.
  • Suh sharpened his design sense at GM and Tesla before joining Mazda Design Americas, where he excelled in various production programs supporting the brands transformation and development.
  • As Director of Brand Experience, Buck will work to shape Archers customer journey, drawing on his strategic skills from past roles with high-visibility brands.
  • Sanz brings a range of skills and experiences to her role as Senior Manager of Brand Experience.

Evoqua Water Technologies to Establish State-of-the-Art Sustainability and Innovation Facility in Pittsburgh

Tuesday, July 27, 2021 - 12:00pm

Evoqua Water Technologies (NYSE: AQUA), a leader in mission-critical water treatment solutions, today announced its investment in a new Sustainability and Innovation Hub in Pittsburgh, Pennsylvania, to further advance the development of cutting-edge and sustainable water treatment technologies .

Key Points: 
  • Evoqua Water Technologies (NYSE: AQUA), a leader in mission-critical water treatment solutions, today announced its investment in a new Sustainability and Innovation Hub in Pittsburgh, Pennsylvania, to further advance the development of cutting-edge and sustainable water treatment technologies .
  • The facility will serve as Evoqua's center of excellence for research and innovation, addressing emerging water trends, including climate change, connectivity, and health and safety.
  • The Sustainability and Innovation Hub will be located in the Lawrenceville Tech Forge facility, part of Pittsburgh's urban technology park, and a hotbed for innovation in the region.
  • Evoqua Water Technologies is a leading provider of mission-critical water and wastewater treatment solutions, offering a broad portfolio of products, services, and expertise to support industrial, municipal, and recreational customers who value water.

Loffler Companies names John Turner new Vice President of Customer Success

Tuesday, July 27, 2021 - 11:00am

MINNEAPOLIS, July 27, 2021 /PRNewswire-PRWeb/ -- Loffler Companies is pleased to announce that John Turner has been named Vice President of Customer Success.

Key Points: 
  • MINNEAPOLIS, July 27, 2021 /PRNewswire-PRWeb/ -- Loffler Companies is pleased to announce that John Turner has been named Vice President of Customer Success.
  • "I'm very passionate about leading Loffler's Customer Success Team to ensure the highest level of customer experience for all of our clients," Turner said.
  • "John is absolutely the best person for leading Customer Success at Loffler," said John Hastings, Executive Vice President of Loffler's Imaging Division.
  • Founded by Jim Loffler in 1986, Loffler Companies is nationally recognized as a leader in business technology and services.

Thought Industries Demonstrates Growing Demand For Customer Learning With Q2 Business Highlights and Results

Tuesday, July 27, 2021 - 10:00am

The Crosby Group--which manufactures rigging, lifting and material handling applications for industries ranging from construction to cargo handling and towing--is among the new Thought Industries customers. Crosby selected Thought Industries' customer learning platform to ensure more effective training and education for those using Crosby's applications.

Key Points: 
  • Organizations selecting the Thought Industries customer learning platform include a number of new enterprise customers that span industries and markets including life sciences, software-as-a-service, professional training, and manufacturing.
  • Crosby selected Thought Industries' customer learning platform to ensure more effective training and education for those using Crosby's applications.
  • Celonis, the global leader in execution management, is also among the enterprises that selected the Thought Industries customer learning platform in Q2.
  • "Our Q2 highlights not only illustrate but also validate our firm belief that customer learning can transform overall customer experiences and impact a business's bottom line."

Reply Creative Challenge 2021: With an Idea Developed for easyJet, a Team of Young Students From Politecnico of Milan Wins the Competition

Tuesday, July 27, 2021 - 8:30am

With the project easyDream, team Watermelon won the 2021 edition of the Creative Challenge, the largest team-based competition in Europe for students and young creatives and part of the Reply Challenges program.

Key Points: 
  • With the project easyDream, team Watermelon won the 2021 edition of the Creative Challenge, the largest team-based competition in Europe for students and young creatives and part of the Reply Challenges program.
  • What the team managed to pull off in a single weekend is nothing short of amazing!
  • The Creative Challenge is part of the Reply Challenges 2021 competition series organized by Reply for young students, talents and technology enthusiasts to promote the culture of coding and stimulate digital innovation in the fields of creativity, cybersecurity and finance.
  • Reply [MTA, STAR: REY, ISIN: IT0005282865] specialises in the design and implementation of solutions based on new communication channels and digital media.

Most loved brands: everyone loves Netflix - except Generation Z

Tuesday, July 27, 2021 - 8:00am

The results also found that while the UK as a whole loves Samsung, Generation Z ranks PayPal as one of its ten most loved brands.

Key Points: 
  • The results also found that while the UK as a whole loves Samsung, Generation Z ranks PayPal as one of its ten most loved brands.
  • Younger adults are also fond of the more old-school tech brand Nintendo, suggesting the Nintendo Switch is making great strides among Gen-Z gamers.
  • The Most Loved Brands top 100 also identified a number of intriguing trends among which brands the UK as a whole loves the most.
  • The full Most Loved Brands 2021 report, featuring the full list of the UK's most loved brands, can be downloaded at https://info.savanta.com/brandvue/mostloved20212 .

DGAP-News: Delivery Hero launches global Sustainable Packaging Program to reduce plastic waste

Tuesday, July 27, 2021 - 8:01am

Piloting the concept in Austria, Chile, Germany, Hong Kong, Hungary, Qatar, Singapore, and the United Arab Emirates, the company plans to expand the program to more markets in the near future

Key Points: 
  • Piloting the concept in Austria, Chile, Germany, Hong Kong, Hungary, Qatar, Singapore, and the United Arab Emirates, the company plans to expand the program to more markets in the near future
    After pledging to become carbon neutral globally by the end of 2021, the Sustainable Packaging Program further reinforces Delivery Hero's broader sustainability commitment
    Berlin, 27 July 2021 - Delivery Hero SE ("Delivery Hero"), the world's leading local delivery platform, today announces the launch of its global Sustainable Packaging Program.
  • Delivery Hero sets the goal to deploy 10 million units of sustainable packaging by the end of 2022, and expand the program to more regions in the near future.
  • Jeffrey Oatham, Director of CSR & Sustainability at Delivery Hero, said: "At Delivery Hero, we are always aiming higher and want to actively reduce our impact on the environment.
  • The Sustainable Packaging Program is the company's first global initiative to actively reduce carbon emissions produced by plastic packaging.