Latest posts

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 […]

Online delivery failing to deliver

New research from leading parcel company DPD reveals that 73 per cent of Brits have abandoned an online shop because of restricted or expensive delivery options. Forty per cent of online shoppers complained that they are generally not offered a free delivery option and 37 per cent said retailers annoy them when they limit the […]

Nine in ten employees ‘engaged’ at work

A study by HR consultancy ETS has found almost nine out of 10 employees describe themselves as being ‘engaged’ at work.  Of this number, 30%of employees say that they are 'highly engaged'. The research, which features UK-based workers and was carried out by HR consultancy ETS, confounds suggestions elsewhere that employee engagement is low. This […]

Tesco Bank and BT contact centre pioneers

How do you know your customer contact centre planning function is doing a good job? BT, NHS Direct, RBS, RSA and Tesco Bank have launched the new business accreditation framework, developed by the Professional Planning Forum and its members; a process that is designed to give external, independent evidence about the success of an organisation’s planning […]

British Gas goes large on customer feedback

The "Your World" panel will include other companies' customers as well as those of British Gas. It follows on from a nine-strong customer board chaired by Uswitch head of consumer policy Ann Robinson, which was set up in 2010. Ian Peters, managing director of residential energy at British Gas, said: "Our customers are already seeing […]

Banks moving away from social media

In the fourth quarter of 2011, 22pc of businesses polled in the sector were investing in social media marketing. This figure fell to 8.5pc in the first quarter of 2012 and to 6pc by the second quarter. Pearlfinders, a major business research company, spoke to more than 5,000 marketeers around the world about their budgets. […]

Customers love their loyalty cards

Two thirds of British consumers said loyalty schemes make them feel more loyal, and more than 80% would want to replace a lost loyalty card according to a study by card maker Plastic Card Services Commissioned to mark 30 years of high street loyalty card programmes in the UK, the survey found that consumers aged […]

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 […]

HP the engagement source for contact centres

HP Enterprise Services is launching new services designed to help clients enhance customer satisfaction and increase revenue by optimizing the operating efficiency of their contact centres. The ways organisations can serve and engage customers are evolving due to the rapid adoption of social media. To meet the needs of customers, enterprises need to transform their […]

Pinterest getting lots of interest

It didn’t take long for businesses to recognize the potential value of social media sites Facebook and Twitter. Now another hugely popular site has piqued their interest: Pinterest. The site invites users to organize and share the images they find when surfing the Web. Since it launched in 2010, traffic has grown by about 50% […]