Latest posts

Customer engagement the key challenge for the retail sector in 2012

  Customer engagement will rule the retail sector in 2012 as retailers wrestle with ever increasing amounts of customer data gathered across a proliferation of channels   This is one of the key findings of a survey of retail executives conducted by the National Retail Federation (NRF) Foundation and tax and advisory firm KPMG LLP. […]

UK small businesses do not see customer engagement as a differentiator

  According to research from the Epson Business Council, only 29 percent of UK small businesses believe that customer service will be a critical market differentiator in the current climate – a minute proportion compared to businesses from the likes Spain and Italy, of which 84 percent and 77 percent believe customer service will help […]

Emerging markets more likely to use social media for customer service

The study, of consumers in the US, the UK, France and Germany as well as India, China, Brazil, and Russia by telecoms analyst company Ovum, found that 32% of consumers in emerging markets had used social media for customer service, compared to 10% in developed markets. Ovum said that while the survey of emerging markets […]

New technologies driving consumer behaviour

Helping to drive consumers' behaviour today are new technologies that allow shoppers access to near-limitless information about retailer products and services. Shoppers  – especially younger Generation Y consumers aged 20 to 30 years –  also are increasingly using social media and alternative channels to communicate with and about their retailers. Consumers now expect on-demand access […]

Cisco jumps on social media bandwagon

Cisco is launching Cisco® SocialMiner, software that enables companies to find and proactively respond to customers and prospects communicating through public social media networks like Twitter and Facebook, or other public forums or blogging sites. Status updates, forum posts, or blogs from customers can all be monitored in real time, alerting enterprises of conversations related […]

CEOs failing to get behind engagement strategies

 An exclusive survey of HR directors and senior managers by HR magazine, conducted in association with career management expert Fairplace, finds that the progression of employee engagement in the UK appears to have hit a brick wall, in the form of board-level reluctance to commit. The survey reveals that, although the British HR community overwhelmingly […]

Should Twitter be a part of your customer engagement strategy?

We would all agree that retaining customers is a given, particularly in today’s tight economic circumstances. So we have to find ways of ensuring that customer expectations are met, first time, every time. That means developing systems which support every sort of interaction, with the same sort of targeted response metrics. The conventional call centre […]

Should Twitter be a part of your customer engagement strategy?

We would all agree that retaining customers is a given, particularly in today’s tight economic circumstances. So we have to find ways of ensuring that customer expectations are met, first time, every time. That means developing systems which support every sort of interaction, with the same sort of targeted response metrics. The conventional call centre […]

Using communication to automate business processes

This does not mean working them harder which would be demotivational, but ensuring they have the information to hand to complete the task right first time, which in turn is positively motivational: staff are rewarded by seeing the job done, not frustrated by failing to complete a task.   To improve overall productivity you need […]