Latest posts

Handelsbanken tops for customer service

Handelsbanken, the world’s fast-growing relationship bank is rated top for customer satisfaction for the third year running, in an independent survey of British banks’ personal and business customers. The 140-year-old universal bank emerged head and shoulders above its UK high street competitors, both for satisfaction and loyalty. This is a position Handelsbanken has enjoyed in […]

John Lewis nation’s favourite brand

Brandwatch analysed 40 leading brands in a bid to spot the ‘heroes and villains’ of 2012. A year on from the previous report there are some interesting changes to the customer service arena. John Lewis which managed a top 5 place in the 2011 edition, were this year’s winners. The retailer attracted more praise than […]

More evidence employee engagement up

The news is positive; engagement is up, according to the 2012 Trends in Employee Global Engagement report issued by human resources consulting firm Aon Hewitt. It was a modest ascent, with 58% of global employees engaged in 2011 compared with 56% in the previous year, but the percentage reverses years of declining levels. Engagement levels […]

Mobile shopping up – social media down

The IBM Retail Online Index, a cloud-based analysis of the online retail sector reported that retailers experienced 15 percent growth in sales from mobile devices but saw a 20 percent decline in sales traced to social media based on a much smaller base over this three-month period. The IBM Retail Online Index integrates factual marketplace […]

Customer experience key to loyalty

Look after your customers by delivering consistent quality experiences and you stand a good chance of being one of a very small select number of businesses that are benefiting from increased customer loyalty and word of mouth recommendations. Failure to take this onboard will almost certainly ensure a business will be part of an economy […]

Social business the new customer strategy

Social business – a company's move from a presence on social platforms to strategic engagement that supports business goals, fosters brand affinity and generates co-created value – is no small undertaking for corporations, but it is undoubtedly the direction in which top companies are heading, according to an in-depth study on social media trends released […]

Mobile customer engagement, tennis – and IBM

IBM is launching new software that it says will help CMOs and CIOs transform the digital experience for employees, customers and fans across a broad range of mobile devices. The new software brings together the power of social networking, analytics and mobile computing to front office operations and externally to clients, allowing companies to create […]

Merchants offers new contact centre service

Merchants, best known in the UK for its offshore outsourced contact centre services, has launched a radically new and different service to the UK customer management industry.  ‘Contact Centre as a Service’, will give organisations direct access to best-in-class contact centre technology on an ‘on demand’ basis, avoiding the need for large scale capital investment. […]

Engaged workforce equals bigger profits

Consulting firm Towers Watson says it has found evidence that employers with a fully engaged workforce tend to have higher profit margins. The firm’s study covered some 32,000 employees. It found that about two-thirds of the employees surveyed weren’t “fully engaged” in their work and frustrated by the level of support they receive. And that […]

Banks look to win back trust

Customer Management iQ recently conducted a survey among customer experience professionals across Retail Banking, Corporate Banking, Insurance and Financial Services to explore trends in investment strategies, data monitor technology and the impact of legislation and regulations on customer experience management. The survey was conducted following the release of the Ombudsman's Report, which revealed a 51% […]