Thought leadership

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 […]

Handelsbanken tops for customer service

Handelsbanken, the world’s fast-growing relationship bank is rated top for customer satisfaction for the third year running, in an independent survey of British banks’ personal and business customers. The 140-year-old universal bank emerged head and shoulders above its UK high street competitors, both for satisfaction and loyalty. This is a position Handelsbanken has enjoyed in […]

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 […]

Customer experience key to loyalty

Look after your customers by delivering consistent quality experiences and you stand a good chance of being one of a very small select number of businesses that are benefiting from increased customer loyalty and word of mouth recommendations. Failure to take this onboard will almost certainly ensure a business will be part of an economy […]

Banks look to win back trust

Customer Management iQ recently conducted a survey among customer experience professionals across Retail Banking, Corporate Banking, Insurance and Financial Services to explore trends in investment strategies, data monitor technology and the impact of legislation and regulations on customer experience management. The survey was conducted following the release of the Ombudsman's Report, which revealed a 51% […]

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 […]

CEM – four truths to know

  Truth #1: CEM requires a systematic approach Change does not happen (nor is it sustainable) when only one part of an organization aligns their practices towards a customer-centric approach. Having CEM succeed demands an orchestrated effort from all departments and levels. If done right, customer insights are embedded into decision-making processes versus getting pieces […]

Customers emotional about financial services

Financial services companies trade upon the relationships they hold with their clients, and those relationships depend on serving those customers' needs. But what do they really want and need? The answer, according to Harris Interactive, and one that banks such as Barclays might take note of, is that after excellent service has become the 'norm', […]

Recognition key to employee engagement

New data suggests that employers that fail to incorporate employee recognition in the workplace are ignoring the opportunity to retain top talent and build employee engagement, which negatively affects business success. The Achievers data comes from "The State of Employee Recognition in 2012" report from Bersin & Associates, a membership-based company empowering human resources, talent […]

M&S the greenest of retailers

A report from the iconic  high-street brand shows all operated stores, offices, warehouses and delivery fleets in the UK and Ireland have been certified as being carbon neutral. This means the retailer has been removing as much carbon emissions from the atmosphere as it puts in by improving its energy efficiency and buying carbon offsets. […]