Thought leadership

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 […]

CEOs say customer and employee engagement their biggest challenges

As part of a comprehensive global survey of forward-looking business leadership, IBM spoke to 1,700 CEOs from 60 countries, in 18 industry sectors, and found two somewhat surprisingly impactful conclusions about the future of social. The first is that social media engagement with customers will soon be more important than face-to-face interaction. The second, as […]

Only one in ten companies measure customer experience effectively

A new report from Temkin Group finds that only 10 percent of firms have good customer experience metrics programmes.  Temkin, a customer experience research and consulting firm, surveyed more than 200 customer metrics programmes in large organisations. Through a self-assessment questionnaire, Temkin found that only 41 percent of executives look at customer experience metrics more […]

Why bad feedback can be good for business

When it comes to social commerce, bad product reviews are good for business as two in three (68%) consumers say they trust reviews more when they see both good and bad scores   The Reevoo research found that customers who go out of their way to read bad reviews convert 67% more highly than the […]

How do your customer management strategies stack up?

A major research initiative is underway to understand how UK companies are planning to create – and pay for – the customer management infrastructures that will be needed to meet their customers’ future demands for accessible, multi-channel services.   “We’re undertaking a comprehensive research study across the UK that will help customer management decision makers […]

HP getting on the social customer bandwagon

Facebook, Twitter and other social networks have changed consumer behaviour while adding a layer of complexity to the company-customer relationship. Traditional CRM programs and architectures, designed prior to the emergence of social networks, hinder organizations from leveraging these outlets to develop strategies and create a framework for expansion. The new HP Social Enterprise Services help […]