Technology

Getting a 360 degree customer view?

Pitney Bowes Software (PBS), a global provider of data management, predictive analytics and communications management solutions is releasing its flagship Data Management Platform, Spectrum. This release incorporates master data management capabilities with a future-proof approach that helps organisations build, extend, understand and leverage complex relationships and hierarchies within and across organisational boundaries and into the […]

Making business sense of social media

QuestBack, a global leader in enterprise feedback management (EFM) and Social CRM is launching Listen & Act, a social engagement tool that allows organizations to transform social media messages into actionable dialogues and seamlessly integrate these insights into CRM data, generating ROI and revenues. Social media is the fastest growing communication channel today. With the […]

Customers download call centre queue buster

A free app which saves people from being held in annoying queues at call centres, has been downloaded 10,000 times, saving every single user, on average, a hefty £76 per year. Entrepreneur and innovator Matt King, who launched the new WeQ4U app in March, says mobile users are flocking to download the time saving app […]

Bank customers are still loyal!

Despite the longest recession since 2008 and the current banking crises, an annual survey of customer loyalty in the UK has found that two out of three (66%) Britons feel most loyal to their bank or building society – a trend that has prevailed over the past four years since The Logic Group started conducting […]

Customer satisfaction linked to share performance

Companies showing higher scores on the American Customer Satisfaction Index (ACSI) and the National Customer Satisfaction Index UK (NCSI-UK) are also producing higher stock returns than competitors and greatly outperforming market indices, according to a study from the University of Michigan. The study examined the relationship between customer satisfaction and financial success by creating portfolios […]

Facebook down and Google up

Changes Facebook has made to its user experience, such as Timeline, along with concerns over privacy have brought down the social network's consumer satisfaction score, according to a new report. Facebook, already the lowest-scoring e-business company, suffers the largest decline in customer satisfaction according to the American Customer Satisfaction Index (ACSI) E-Business Report released in […]

Social media customer conversations sorted

Salesforce.com the enterprise cloud computing company is launching new Salesforce Radian6 Insights technologies and ecosystem to empower social enterprises to manage the massive volume of social media conversations generated daily. With Insights technologies, social enterprises can now understand the meaning behind billions of social conversations across multiple languages with in-depth sentiment, intent, demographics and more. […]

John Lewis nation’s favourite brand

Brandwatch analysed 40 leading brands in a bid to spot the ‘heroes and villains’ of 2012. A year on from the previous report there are some interesting changes to the customer service arena. John Lewis which managed a top 5 place in the 2011 edition, were this year’s winners. The retailer attracted more praise than […]

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 […]