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TeleTech Holdings, Inc., a provider of customer experience management solutions, recently announced its fourth quarter and fiscal year ended December 31, 2011, showing impressive gains. The company, which is based in Englewood, Colorado, together with its subsidiaries helps large client companies design, build, implement and manage customer experiences across the customer lifecycle in order to drive shareholder value.

Every consumer company on earth knows - and dreads - situations that start with a customer passing on a negative experience from one customer to another, with the result being a kind of wildfire of less-than-flattering word-of-mouth. While once upon a time it happened rather slowly, given the limitations of mass communication, in the days of the Internet, it can go from continent to continent faster than it used to go from person-to-person. A new study, however, may have some good news for companies affected by negative word-of-mouth.

Just when you thought you were familiar with all the business- and sales-oriented acronyms comes a new one: SNA, or social network analysis. And given the explosion of use in social media and the easy way it can be attached to the customer experience, expect to hear a lot more about it.

While e-commerce has become a mainstream channel in the last decade - witness the success of super e-tailers such as Amazon - the online customer experience hasn't quite caught up yet. Many e-commerce shoppers are still largely left to fend for themselves and find their own answers in a kind of online caveat emptor scenario - let the buyer beware. It's not only anecdotal evidence that tells us. A new survey of more than 2,000 consumers and businesses across the UK has found that most companies are failing to deliver a solid online customer service experience.

VSoft Corporation, a global information and technology provider of process improvement solutions for financial institutions, recently announced its data center, VServe Inc., will provide remote deposit capture technology and check processing solutions to Terrabank, N.A. VServe provides VSoft's full suite of check and core processing software solutions to all bank and credit union customers.

Targos Molecular Pathology GmbH has been honored by Frost & Sullivan with the 2011 European Frost & Sullivan Award for Customer Service Leadership. Targos' proficiency in clinical and molecular pathology, along with its extremely consistent biomarker analysis carried out with stringent quality assurance, has been recognized by Frost & Sullivan in its latest analysis of the in vitro diagnostics services market.

First Utility, an independent utilities supplier of gas and electricity services, has announced it is working on enhancing customer care and efficiency of its customer service function. First Utility is the only energy provider to introduce the concept of smart meters to all its customers throughout the U.K., according to company officials.

Comtrend has started offering a new, streamlined function for efficient RMA processing to its Service Provider customers. With the new portal, the customers can batch processing via data import, per-item review and returned product tracking.