Thought leadership

Customer feedback just being wasted

Ventana Research’s latest Benchmark Research on The Role of Feedback in Customer Experience Management is designed to gain insight into how customer feedback can be better utilized to enhance the customer experience and deliver business value through a broader understanding of the consumer. The proliferation of new communication channels makes it possible for consumers to […]

Penny dropping on customer experience and profits

Temkin Group has released its new research report, The Future of Customer Experience. The research examines how customer experience (CX) management has evolved and where it is heading. The research shows that 59% of large companies have ambitions to be industry leaders in customer experience within three years. At the same time, Temkin Group estimates […]

How customers are liking Facebook

A new study of European retail brands by comScore and Facebook has found that popular consumer brands are utilising Facebook to deliver media impressions at scale, achieve brand amplification and resonance, and ultimately drive desired behaviours among key customer segments. The study, entitled 'The Power of Like – Europe', examined European retail brands such as […]

A ‘shocking complacency’ over mobile surveys

The most shocking result of Confirmit’s 8th annual MR Software Survey was that relatively few MR companies are taking an active approach to cater for survey takers using smartphones or tablets for surveys.   62% of respondents either do not have a policy for web surveys that land on mobile screens or they don’t modify surveys […]

Brands ignoring social media customer feedback

Brands are ignoring advice offered by consumers on Twitter and Facebook, according to a YouGov survey commissioned by social media monitoring company Brandwatch. The online study, which questioned more than 2,000 British consumers on brand interaction, found that half (50 percent) of respondents complain because they want companies to learn from their mistakes rather than […] boom and bust – second time around

Social media companies, once hailed by their Silicon Valley boosters as world-changing businesses with limitless potential, are instead proving a sobering reminder of how investors can be seduced by Internet hype. With few exceptions, the first wave of social media firms to trade on the public markets has delivered a disastrous performance that conjures memories […]

Social and mobile – the customer future

The results of Empathica’s Consumer Insights Panel survey of more than 6500  consumers show that mobile and social customer experience strategies are becoming more important than ever for brands, with retail and restaurant consumers using these channels to make decisions – even while in-store. Survey results also revealed that the use of mobile technology has […]

Leadership key to employee engagement

There is a “significant link” between employees’ engagement with their job and their well-being, according to the Chartered Institute of Personnel and Development’s (CIPD’s) latest Employee Outlook survey. The report shows that engaged employees score much more highly against the Office for National Statistics’ ‘happiness index’. The index asked subjective questions relating to life satisfaction […]

Loyalty schemes path to retailer growth

Customer loyalty is a key growth strategy in the retail market, according to research by Eccomplished, which found that 74% of all UK retailers (and specifically 88% of online retailers) say they are prioritising investment in customer loyalty and retention programmes. However according to Steve Rivers, managing director for Intelligent Reach, a founder member of […]

Customer service route back to trust

Cridland says customer service is the best path to build consumer confidence and stimulate sustainable, long-term recovery. Speaking at the 15th AGM of the Institute of Customer Service, John Cridland said:  “Customers want to deal with organisations they can trust to keep their promises. The organisations who will achieve long-term success are those that put […]