Thought leadership

Customer Engagement magazine – passionate customers needed

The latest issue of Customer Engagement magazine is out now , View, and it is packed with thought leadership articles, considered comment, expert columns and world class case studies that are designed to help you implement successful employee and customer engagement strategies. The Cover Story of this issue of Customer Engagement is all about the […]

Social, mobile, local set to explode

SoMoLo, expected to influence $628-$752 billion in retail sales by 2016, blends 3 distinct marketing variables, SO(Social), MO(Mobile) and LO(Local).  Taken individually, these elements are familiar, and are channels that most Marketers utilize regularly in campaign promotions. But implementing a strategy that intentionally combines each of the three SoMoLo variables produces outcomes far more effective […]

Waitrose and John Lewis all in one

Waitrose and John Lewis at home Ipswich opened their doors to customers today for the first time. The shops, which have created 375 new jobs in the local area, are the first Waitrose supermarket and John Lewis at home shop to open next to each other and will enable shoppers to benefit from convenient access […]

Why it still pays to advertise

Advertising is deemed to be the most important component of the promotional mix by those in the UK whose roles incorporate marketing, including the use of channels such as social media and search engine optimization (SEO). This was the finding of a study carried out by Cint undertaken to investigate people’s attitudes regarding the practice […]

Customers have changed – so must organisations

Organisations of all types can harness the power of the Nexus of Forces to engage with their customers and staff, learn through the observation of behaviour and interaction patterns, and create compelling experiences, according to Gartner, Inc. These same organisations must disrupt many of their long-held positions and structures, all of which give way in […]

Putting people first – it all makes sense

‘Putting People First’ will be the theme for the Professional Planning Forum 2013 conference, which again has a strong focus on strategic change. Planning is where numbers meet people and this event digs deeper behind what drives successful and sustainable performance improvement. What has to be in place to truly get the most from our […]

The rise of the multichannel contact centre – at long last

New research published by ContactBabel, the contact centre industry analysts, reveals that over 17% of interactions handled by UK contact centres are through email, web chat or social media.  Web chat between customers and agents has risen from 0.7% of all inbound traffic to UK contact centres to 1.3% this year, with social media appearing […]

Emails to customers – it’s all about the timing

The effects on both engagement and revenue of controlling exactly when marketing emails reach the consumer's inbox has been highlighted by research from email service provider StrongMail, which has surveyed the email delivery performance capabilities and objectives of over 700 businesses. The 'Email Delivery Performance Survey 2012' study found that 80% of business leaders reported […]

One in seven online reviews will be faked by 2014

Brand and reputation management is considered a key element of social media marketing. But what happens when forums, blogs, tweets and “likes” are sabotaged by hackers, competitors and other villains intent on destroying a company's reputation? As many as 15% of online reviews will be fake by 2014, according to research company Gartner Inc., which […]

An omnichannel first for John Lewis

John Lewis hasopened the first of its new full line flexible format department stores in Exeter city centre, marking the start of an exciting new phase in the retailer's accelerated growth strategy.  Leveraging the business' strength as an omnichannel retailer, the new shop offers a full John Lewis assortment, complemented by a comprehensive on-line operation. […]