Thought leadership

Most VoC initiatives are succeeding

 The survey, conducted by Verint with Peppers & Rogers Group and 1to1 Media, aimed to gauge the current state of VoC initiatives, and found that even though linking VoC results to bottom-line metrics can be difficult, most companies have an overwhelmingly positive view of the value of their VoC initiatives.  Data mining was cited as […]

Customer engagement and the bottom line

 In its "Annual Merchant Survey 2012," the e-tailing group surveyed 147 top retailers to examine the various methods businesses are using to measure customer engagement. Sponsored by Baynote, the study explores how successfully companies are integrating their findings from customer engagement analyses with their various customer strategies. The following statistics show the most popular measures […]

Apple tops on product and service

The goal of the Supply Chain Top 25 research initiative is to raise awareness of the supply chain discipline and how it impacts the business. "Last year, we noted that companies were starting to invest in resources and assets again, reflecting a newly recovering economy," said Debra Hofman, managing vice president at Gartner. "This year, […]

Facebook users not buying and using the site less

The online poll from Reuters/Ipsos found that one in three of Facebook’s 900 million users surveyed were spending less time on the website than six months ago, whereas only one in five were spending more. The findings underscore investors’ worries about Facebook’s money-making abilities that have pushed the stock down around 30 per cent since its initial […]

Customer engagement strategy a winner for Dixons

Currys and PC World owner Dixons is still persuading shoppers to splash out on electrical goods despite tough times on the High Street. The firm hailed the impact of improved ranges and customer service as it bucked the prevailing gloom in the retail sector. The better than expected performance marks a strong start at the […]

Customer loyalty schemes going social and mobile

The research found that 27% of loyalty programme members prefer to use a mobile device to access loyalty programme features, and that 32% of loyalty programmes reward their members with points or other currency for participating in social media or online discussions about the brand. Despite only 17% of loyalty programmes currently offering their members […]

Total rewards programmes not cutting the mustard

Aon Hewitt's 2012 Total Rewards Survey of nearly 750 organisations shows that more than half (58 percent) use total rewards programs to drive employee engagement, while 48 percent want these programs to improve their ability to retain talent as well as attract talent (44 percent). However, 60 percent of companies surveyed described their engagement levels […]

Customer service not yet aligned with customer communication channels

Vendor Genesys has released its Getting Closer to the Customer Report written by the Economist Intelligence Unit. The global study surveyed more than 798 senior executives worldwide, finding that more than half (58 per cent) of C-level respondents consider the CEO responsible for new customer communications channels such as social media and mobile. However, less than […]

UK banks ramp up double-dip recession loyalty efforts

The survey of more than 1,000 British consumers found that 74% have seen firms "wake up to the need to give their customers better, more individual service, attention and offers" as businesses and their clientele have continued to face tough economic conditions in recent years. The research from retail loyalty specialist GI Insight also showed […]

Only one in ten businesses measure social media ROI

The study, entitled 'Tackling the social challenge', by multichannel digital marketing firm EPiServer.  found that while all figures point toward continued growth of the uptake of social media by British brands, the majority are still clearly struggling to measure its impact. Over the past year, almost one third (29%) of UK businesses have set up […]