Employee/Customer Engagement

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 […]

Employees key to customer spending

Research from customer insight agency SMG , which surveyed over 100,000 UK retail and leisure customers in 2011, found that the average spend jumps from £23.36 per person by those who do not receive assistance, to £32.47 for those that are helped by staff. SMG has found that British retailers are missing out on as […]

Recognition key to employee engagement

New data suggests that employers that fail to incorporate employee recognition in the workplace are ignoring the opportunity to retain top talent and build employee engagement, which negatively affects business success. The Achievers data comes from "The State of Employee Recognition in 2012" report from Bersin & Associates, a membership-based company empowering human resources, talent […]

For multichannel read omnichannel

A new whitepaper Omnichannel Loyalty – Designing the Ultimate Customer Experience, explores the need for marketers and businesses to interact with and engage their customers at the earliest stages of the transaction process and through all channels in a seamless and simultaneous manner.   According to Kobie Marketing omnichannel loyalty (OCL) is the next evolution […]

Companies deaf to social service complaints

Over a quarter (26%) of Brits are complaining more now they can use social media to communicate with companies – but organisations simply aren’t listening. 17.5% of their complaints are left unanswered and an enormous 83% of those who have complained are unhappy with the response they received.  These are the headline findings of the […]

Big data investments mean big prizes

 The survey of business executives and IT leaders, conducted by business technology firm Avanade found that 84% of respondents believe that big data helps them make better business decisions, and that 73% of companies have already used their data to increase revenue. For the most part, these increases were achieved by growing existing revenue streams […]