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TalkTalk fails the customer Walk Walk

  Customer losses at the broadband supplier TalkTalk were worse than expected, down 43,000 in the three months to the end of September as its customer service offering effectively imploded But the turn-around strategy is "well on track", its chief executive Dido Harding said yesterday.  Ms Harding pointed out that earnings were up 36 per […]

Has online retail reached saturation point?

  The unparalleled growth of online shopping over much of the last decade appears to be starting to level off as the internet has matured as a purchasing channel and emerged the centrepiece of an established multi-channel retail mix, according to the latest Transactis Home Shopping Index report  The five-year rolling index, which is based […]

Significance of customer comments on social media not being recognised

  An online survey conducted reveals that around half (48%) of middle managers and above from UK companies that have a social media presence are failing to recognise how significant customer comments on social media sites are to the perception of their company or brand The survey by YouGov on behalf of Interactive Intelligence, which […]

UK customers are fifth happiest in world – second happiest in Europe!

  A new worldwide Customer Satisfaction Index suggests that UK customers are the fifth happiest globally, and second European wide, with the service they receive, with an 83% satisfaction rating. The happiest customers in the world are in Australia and Canada and the happiest in Europe are in Germany!   Soctware company Zendesk creates the […]

Hard hit retailing sector makes customer experience the top priority

  An annual study by the National Retail Federation surveyed 247 retail executives in various sectors. Nearly 67 percent of the companies surveyed list customer satisfaction as the top initiative in 2012. Nearly 82 percent said that customer service strategies will be a top priority, up from 75 percent in 2011. In addition, 59 percent […]

Contact centre agent attrition rises for first time in three years

  Agent turnover up by almost a third and forecast to rise even higher over the next three years according to research authors ContactBabel New research published by ContactBabel, the contact centre industry analysts, reveals that the mean annual attrition rate for UK contact centre agents rose to 21% in 2011, from a 6-year low […]

Winning employee engagement strategy has huge impact on the bottom line

  Having a winning employee engagement programme helps substantially in recruiting the right type of people for Marks & Spencer and has huge implications on the bottom line, according to the retailer's HR director Speaking at London HR Connection event in the City, Tanith Dodge told the audience that engaging with staff is one of […]

New research project aims to shed light on social customer service

  Customer engagement solution provider Sword Ciboodle and customer experience advisory thinkJar have launched a joint research project to shed light on social customer service. Designed to help unlock valuable data regarding the role of social channesl in the customer engagement experience, the organisations have extended an open invitation for participation The research will help […]

Social media revolution ‘rewriting customer service rules’

  Almost half of consumers believe social media can hold brands and companies to account and businesses need new multi-channel strategies to tackle 'disconnect' with customers  Businesses must reinvent their customer service models to respond to a growing breed of 'connected customers' who use social media to comment on service, according to the Customer Contact […]

UK tops when it comes to corporate responsibility

  Nearly every Global Fortune 250 (G250) company now reports its corporate responsibility activity, with the UK topping the global ranking according to the KPMG International Survey of Corporate Responsibility Reporting 2011 In what KPMG believes to be the most comprehensive survey of corporate responsibility (CR) reporting ever published, data was analysed from 3,400 companies […]