Latest posts

Voice of the Customer critical to engagement

 A new report from Aberdeen Group  surveyed 366 businesses about their customer experience management. Of those, 132 said they use the voice of the customer, or VoC, as a key part of their CX management. The research firm noted that customers have always been viewed as the “king,” but now, in addition to its use for […]

Outsourcer uses its customer intelligence

 After a record-breaking year which saw Business Process Outsourcing (BPO) firm Firstsource Solutions report  revenues of $ 517 million, up 25.0% year-on-year compared to $ 413 million for the year ended March 2012, the company is predicting another bumper year ahead, partly due to its innovative new First Customer Intelligence (FCI) product. By analysing raw […]

One in two customers are switching

  New research reveals half of UK consumers are taking their business elsewhere as a result of inadequate service – and of those, 92 percent have switched at least once or twice in the last year. The upshot is that UK companies deemed to have poor customer service are losing approximately £12 billion a year. According […]

Word of Mouth index takes on NPS

 Analytics vendor ForeSee has introduced the ‘Word-of-Mouth Index (WoMI): The Next Generation Net Promoter Score (NPS)’. Foresee contends that while NPS was designed to provide a metric to measure customer loyalty, it falls short by only measuring “likelihood to recommend” – inaccurately assuming that if someone is not recommending, they are detracting. The vendor claims […]

Personalisation way to shoppers’ hearts

 Being multi-dimensional is growing in importance as retailers now have to deliver their customer experience across a wide range of devices and channels, according to a survey by the E-Tailing Group. Now more than ever, with Amazon being a click away for every shopper and a threat to every retailer, improving the customer experience is […]

Bad mobile experiences travel badly

  Despite the fact that mobile design and performance issues are causing travel brands to miss out big opportunities, Travelocity and Hilton are the most popular brands for travel booking via tablet devices, according to a study of smartphone and tablet-owning travellers by mobile app provider Mobiquity. The study, entitled 'The Connected Traveller', analysed the […]

Engagement in voluntary sector steams ahead

  According to the CIPD’s Employee Engagement Index more than half (55%) of employees in the voluntary sector feel engaged at work, compared with 41% last quarter, despite a backdrop of increasing redundancies (25% reporting planned redundancies ahead, a jump of 15 percentage points since last quarter). That’s compared with engagement levels of 37% in […]

Cape Town hot spot for contact centres

  Cape Town is becoming a hot destination for the call centre sector, with an announcement of further investments and the creation of many more jobs. Capita, one of the Western Cape’s largest call centre operations has announced that it has invested R500-million into the regional economy. It has set up a call centre in […]

Guide to successful mobile engagement strategy

  Netbiscuits, the global leader in software solutions for adaptive web development, today published 'The Road to a Universal Mobile Web Experience', a visual guide for brands on how to create a successful mobile strategy. Based on proprietary data, combined with insights from some of the world's largest brands, Netbiscuits' five step model highlights the […]