According to the New York State Attorney General, AOL's policy to discourage dial-up customers from disconnecting service resulted in bad judgement -- Every company wants to retain customers. But AOL Inc. went too far when it tied employee compensation to minimum �save� percentages. So says New York State Attorney General Eliot Spitzer, who this week announced a $1.25 million settlement with the online giant. The deal resolves a probe into complaints that AOL�s telereps failed to honor cancellation requests. The payment, covering $1.2 million in penalties and $50,000 in investigative costs, is the least of it: The company will also have to restructure its bonus plan. And it will have to implement third-party verification of member�s consent to continue services. Finally, it must repay New York customers for up to four months of improper post-cancellation charges. How did AOL get into this mess? AOL�s retention program has long been based on persuading people who call to cancel into staying. That entails finding the �sweet spot� that will appeal to individual subscribers, and is similar to others in the online industry, says spokesperson Nicholas Graham.
Retailers are forging ahead in adopting artificial intelligence (AI) tools to master the increasingly complex world of supply chain management. According to the latest ABI Research market study, more than 90 percent of global retailers are deploying AI to bolster decision-making and optimize operations. This movement underscores a pivotal transformation: retail supply chains evolve from static cost centers into intelligent systems capable of real-time adaptation. Driven by pressures from fulfillment complexity, labor challenges, and rising customer expectations, AI now sits at the heart of next-generation retail strategy. Retail Supply Chain Market Development Traditionally, retailers have struggled to balance speed, cost efficiency, and customer satisfaction. Now, the combined forces of e-commerce growth and ongoing geopolitical disruptions have amplified this challenge. Warehouse congestion, longer lead times, and volatile demand forecasts have underscored the need for predictive and...