Employee/Customer Engagement

Mobile customer engagement, tennis – and IBM

IBM is launching new software that it says will help CMOs and CIOs transform the digital experience for employees, customers and fans across a broad range of mobile devices. The new software brings together the power of social networking, analytics and mobile computing to front office operations and externally to clients, allowing companies to create […]

Social business the new customer strategy

Social business – a company's move from a presence on social platforms to strategic engagement that supports business goals, fosters brand affinity and generates co-created value – is no small undertaking for corporations, but it is undoubtedly the direction in which top companies are heading, according to an in-depth study on social media trends released […]

Confirmit Voices new engagement model

Confirmit has launched Confirmit Voices a Voice of the Customer engagement model which enables companies to build successful VoC programmes that drive business change and generate Return on Investment. The model is built around a six-stage process: define, design, implement, analyse, act and review. It helps organisations to develop clear objectives and design a tailored […]

Engaged workforce equals bigger profits

Consulting firm Towers Watson says it has found evidence that employers with a fully engaged workforce tend to have higher profit margins. The firm’s study covered some 32,000 employees. It found that about two-thirds of the employees surveyed weren’t “fully engaged” in their work and frustrated by the level of support they receive. And that […]

Employee engagement on the up

According to the 2012 Trends in Employee Global Engagement report issued by human resources consulting firm Aon Hewitt. It was a modest ascent, with 58% of global employees engaged in 2011 compared with 56% in the previous year, but the percentage reverses years of declining levels. Engagement levels also vary widely by region, with fully […]

Employee engagement more than ownership

The Institute of Customer Service has warned that the deputy prime minister's call to boost levels of employee ownership approach will not be enough in and of itself to boost staff engagement levels across UK plc. Nick Clegg has pledged to increase the productivity of UK business by increasing the number of companies owned by […]

Employee engagement – it’s complicated!

 High levels of staff engagement could actually be damaging for organisations if overly simplistic staff surveys mask the type of engagement at play within an organisation, according to new research from Kingston University's Business School and the Chartered Institute of Personnel and Development (CIPD).  The study found a key difference between types of employees. Those […]

Customers emotional about financial services

Financial services companies trade upon the relationships they hold with their clients, and those relationships depend on serving those customers' needs. But what do they really want and need? The answer, according to Harris Interactive, and one that banks such as Barclays might take note of, is that after excellent service has become the 'norm', […]

Employees who go the extra mile

Going the extra mile is defined as doing more without being asked. According to HR consultancy ETS, it is one of the key behaviours demonstrated by ‘engaged’ employees. Titled Getting employees to go the extra mile highlights the following as the three most significant motivators that lead to employees being more prepared to go above […]

Service and quality key to loyalty

Eighty-eight percent of respondents to the ClickFox survey say they’re most concerned with the quality of goods and services they purchase, and that a good experience will keep them coming back. Another 72 percent said they want a positive customer service experience. As such, marketers should focus on creating content that highlights their value propositions […]