Latest posts

Employee engagement more than ownership

The Institute of Customer Service has warned that the deputy prime minister's call to boost levels of employee ownership approach will not be enough in and of itself to boost staff engagement levels across UK plc. Nick Clegg has pledged to increase the productivity of UK business by increasing the number of companies owned by […]

B2B companies struggling with engagement

A survey from PR firm Waggener Edstrom revealed 82 per cent of marketers are using video with the majority (61 per cent) creating corporate videos. Around half of the respondents use it to extend their marketing campaigns (49 per cent) and for internal communications (43 per cent). While a high percentage of marketers are using […]

Bank customers vote with feet

Angry customers of the so called ‘big five’ High Street banks including Barclays and RBS/NatWest are voting with their feet – and their wallets – and inundating building societies, credit unions and ethical banking alternatives with current account applications. This comes as calls for banking reform grow with greater competition seen as a way to […]

Twitter – eight rules of customer engagement

According to the findings of the Chief Marketing Officer (CMO) Council’s “Variance in the Social Brand Experience” study based on a survey of more than 1300 respondents, consumers have high expectations that organisations will respond quickly to their questions. The participants of the study indicated that they want rapid feedback with 41% expecting to be […]

How to increase customer wallet share

Ipsos Loyalty has launched a new research solution designed to help translate CRM systems into increased share of wallet and, ultimately, greater share of market. Aimed at helping executives understand the share of wallet dynamics in their businesses, Ipsos Loyalty launched the new 'Wallet Allocation Optimizer' (WAO) solution. The new product is the result of […]

Customer engagement key to B2B success

  In "Creating Impact in B2B Relationships," a report by global research and performance consulting firm Gallup, it's estimated that the average B2B company has an "optimal" relationship with fewer than one in seven of its customers. Gallup reveals that a price-focused strategy, with an emphasis on year-over-year cost reduction, does not hold as much […]

Employee engagement – it’s complicated!

 High levels of staff engagement could actually be damaging for organisations if overly simplistic staff surveys mask the type of engagement at play within an organisation, according to new research from Kingston University's Business School and the Chartered Institute of Personnel and Development (CIPD).  The study found a key difference between types of employees. Those […]

CEM – four truths to know

  Truth #1: CEM requires a systematic approach Change does not happen (nor is it sustainable) when only one part of an organization aligns their practices towards a customer-centric approach. Having CEM succeed demands an orchestrated effort from all departments and levels. If done right, customer insights are embedded into decision-making processes versus getting pieces […]

Contact centres failing

Research from Genesys on multi-channel engagement in contact centres with 100 seats or more found that over two thirds of these contact centres now offer 'social' as a channel but only 17% had mobile customer service apps, and only 27% of the centres could seamlessly deliver the same customer experience regardless of which channel is used. […]

Careline Services becomes HGS UK

Careline Services, the UK-based customer management outsourcing business has changed its name to Hinduja Global Solutions UK limited. The change follows the acquisition of Careline Services by HGS in June 2010.  Since then, the company has been able to leverage the global best practices, partner network and management bandwidth of HGS to expand & strengthen […]