Thought leadership

UK tops when it comes to corporate responsibility

  Nearly every Global Fortune 250 (G250) company now reports its corporate responsibility activity, with the UK topping the global ranking according to the KPMG International Survey of Corporate Responsibility Reporting 2011 In what KPMG believes to be the most comprehensive survey of corporate responsibility (CR) reporting ever published, data was analysed from 3,400 companies […]

Hard hit retailing sector makes customer experience the top priority

  An annual study by the National Retail Federation surveyed 247 retail executives in various sectors. Nearly 67 percent of the companies surveyed list customer satisfaction as the top initiative in 2012. Nearly 82 percent said that customer service strategies will be a top priority, up from 75 percent in 2011. In addition, 59 percent […]

UK small businesses do not see customer engagement as a differentiator

  According to research from the Epson Business Council, only 29 percent of UK small businesses believe that customer service will be a critical market differentiator in the current climate – a minute proportion compared to businesses from the likes Spain and Italy, of which 84 percent and 77 percent believe customer service will help […]

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 […]