Technology

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 […]