Technology

Staff engagement linked to customer experiences

  There is a strong link between levels of employee engagement and the effort and commitment of employees to their company, and a consequent link with positive customer experiences, according to a research report by Temkin Group.  The report, entitled 'Employee Engagement Benchmark Study', examined the attitudes and behaviors of 2,435 US employees at for-profit […]

In-store mobile apps to take off in 2012

  While only 14% of retailers surveyed by in-store m-commerce firm AisleBuyer said they currently have a mobile application ('app') for customers' in-store use, 50% of those who do not have one said they were planning to introduce a shopping app during 2012  The survey, entitled 'Mobilizing the Store: Game-Changing Trends for 2012', found that […]

New technologies driving consumer behaviour

Helping to drive consumers' behaviour today are new technologies that allow shoppers access to near-limitless information about retailer products and services. Shoppers  – especially younger Generation Y consumers aged 20 to 30 years –  also are increasingly using social media and alternative channels to communicate with and about their retailers. Consumers now expect on-demand access […]

Using communication to automate business processes

This does not mean working them harder which would be demotivational, but ensuring they have the information to hand to complete the task right first time, which in turn is positively motivational: staff are rewarded by seeing the job done, not frustrated by failing to complete a task.   To improve overall productivity you need […]

Customer experience metrics are failing

Although large companies are increasingly using customer experience (CX) metrics to help manage and improve their customer experience management programmes, the overall effectiveness of these measurement strategies is worryingly low, according to an annual study by Temkin Group. The latest report, entitled 'The State of CX Metrics 2012', revealed that companies with stronger CX metrics […]

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 of […]