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Amazon, Netflix Score Highest Among Online Shoppers
Which retailers will thrive in 2009 and which will have an uphill battle? A survey of customer satisfaction during the holiday season may shed light on those issues. Amazon and Netflix delighted online shoppers, according to the annual Top 40 Online Retail Satisfaction Index from ForeSee Results and FGI Research. Meanwhile, satisfaction with Web sites for Circuit City, Gap, Home Depot, HSN, Neima...

Companies Force Workers To Take Unpaid Vacation
Here's the vacation no one wants, courtesy of the recession: Forced time off without pay. Financially struggling American universities, factories and even hospitals are requiring employees to take unpaid "furloughs" -- temporary layoffs that amount to one-time pay cuts for workers and a cost savings for employers. This year, the number of temporarily laid off workers hit a 17-year high. "If they...

With Web 2.0, Companies Become More Sociable
According to Awareness Networks, a social media solution provider, employers are starting to allow social media participation more freely in their organizations. The company contends, based on a recent survey it conducted, that the walls are coming down on social network use for business purposes. The number of organizations that allow social networking for business purposes has increased, it sa...

Opinion: Customer Service Is A Phony Business
The call that everyone dreads is not the one that breaks the silence in the middle of the night, but any one placed during the day that puts us in unavoidable contact with customer service robot lady. You know her. She is only one ring away from most businesses, barricading customers from any rational attempt at service. She was likely created when some company executive with a vendetta against co...

How To Make Teleworking Work
Teleworking, broadly defined, is the ability to work from a home or remote location for all or part of the work week. Companies have been implementing large-scale teleworking programs for close to a decade, following a trend that had its root in contact centers. Use of home-based agents became a popular business strategy because of the clear, measurable results proven out by rigorous performance ...

Opinions For Sale: A Modest Blogging Proposal
It all started with a simple question from Forrester Research analyst Jeremiah Owyang late in the afternoon on Friday, Dec. 12. A few days earlier, blogger Chris Brogan had written about his decision to accept $500 from Kmart to find out what's cool to buy at the discount retailer and then write about it. Owyang posted a question to his readers on microblogging site Twitter, asking whether it's O....

Technology Innovations For Tough Times
For General Electric, innovation isn't just about developing better technologies; it's also about not wasting cash on the wrong ones. That focus on saving money is even more important now that the economy has gone into a tailspin, dragging down GE's earnings and share price. The company's researchers have a surprising tool that could help: a method pioneered back in Stalin's Soviet Union. It's ca...

A Move Toward More Privacy Online
Yahoo has announced that it will no longer hold some personally identifiable search information for more than 90 days. The company is hoping that the new policy will give it a competitive advantage with users who care about privacy. It also is an encouraging development for the cause of Internet privacy. Many users do not realize that search engines hold onto the words that they type, and the add...

Where Will Technology Take Business In The Future?
It's the end [of 2008 and the start of 2009], and that's a good time to take stock of what's been happening in business technology, and think about where trends might be going. In one sense, the big players seem to hang on and get bigger. Apple hardly takes a bite out of the PC's world dominance. Google is still number one in searches. And business pretty much runs on Microsoft Office. I don't ex...

For Advertising, It Wasn't A Very Good Year
Queen Elizabeth II described 1992 as "an annus horribilis" for her and the royal family. This annus may have not been that horribilis for Madison Avenue, but it came pretty close. The biggest problem was that most advertising was overtaken by events as the year wore on. The best-laid marketing plans proved no match for a historic presidential race and an enormous financial crisis. That cut both...

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