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Customers loyal to mobile operators

The study from Ipsos MORI and The Logic Group found that mobile operators have stolen a march on fashion/clothes shops, bars/pubs/clubs, petrol stations and restaurants/cafes/coffee shops in garnering the loyalty of 53% of the British population. This article is copyright 2012 However, despite the high levels of loyalty in the sector only 17% Brits […]

Companies following their social customers

An increasing number of companies realise they have to be where their customers are  on social media – 61% use Facebook, 44% have a Twitter account, 30% are present on LinkedIn and 23% use YouTube. A new survey from InSites Consulting shows that companies find it very important to be present on social network sites. […]

Customer feedback vital for survival

London based marketing and sales firm Source Marketing Direct has developed a five point customer feedback strategy which it maintains will help organisations achieve the Holy Grail of retaining customers. So without further ado here is the five point plan: Ask the customer: at the point of sale ask the customer how their experience was, […]

Recognition key to employee engagement

New data suggests that employers that fail to incorporate employee recognition in the workplace are ignoring the opportunity to retain top talent and build employee engagement, which negatively affects business success. The Achievers data comes from "The State of Employee Recognition in 2012" report from Bersin & Associates, a membership-based company empowering human resources, talent […]

Shoppers think their feedback is pointless

  Despite high levels of engagement, a study of big box retail consumers reveals that only two in five consumers believe retailers value their input and only 29 percent believe it is acted upon. Empathica’s Consumer Insights Panel survey of more than 6,500 consumers found that despite a high desire to provide feedback, consumers are […]

Financial services the multichannel leaders

 Pitney Bowes Software  a global leader in customer data, analytics, communication software and services, reveals through a study of large B2C organisations in the Financial Services, Telecoms and Utilities sectors, that there are tangible differences between industries when it comes to multichannel marketing.  As such, customers are being lost through fragmented and inconsistent communications and […]

For multichannel read omnichannel

A new whitepaper Omnichannel Loyalty – Designing the Ultimate Customer Experience, explores the need for marketers and businesses to interact with and engage their customers at the earliest stages of the transaction process and through all channels in a seamless and simultaneous manner.   According to Kobie Marketing omnichannel loyalty (OCL) is the next evolution […]

Online customer service critical factor

As part of its Online Shopping Customer Experience study, market research firm comScore found that customer service is a critical consideration for consumers looking to buy online. Thirty-six percent of the more than 3,100 respondents said the availability of live customer service is a major consideration in where they shop, and comScore noted that website […]

M&S the greenest of retailers

A report from the iconic  high-street brand shows all operated stores, offices, warehouses and delivery fleets in the UK and Ireland have been certified as being carbon neutral. This means the retailer has been removing as much carbon emissions from the atmosphere as it puts in by improving its energy efficiency and buying carbon offsets. […]

Big data investments mean big prizes

 The survey of business executives and IT leaders, conducted by business technology firm Avanade found that 84% of respondents believe that big data helps them make better business decisions, and that 73% of companies have already used their data to increase revenue. For the most part, these increases were achieved by growing existing revenue streams […]