Latest posts

Hotels failing to respond to complaints

Hotels are missing out on a valuable opportunity to create loyalty and interest when they fail to respond to reviews customers leave online, according to new research from online reputation experts TrustYou. No sooner than they have unpacked their cases and picked up the pets, today's holidaymakers head for review sites to enlighten other travellers […]

Bank chief pledges to restore customer trust

Speaking on his first day in the job, Anthony Browne said: "I want to restore banking as a normal sector of the economy playing its part in economic growth." Mr Browne, formerly of Morgan Stanley, said the BBA, the leading trade body for the bank sector, would work to regain public trust. "It (banking) is […]

Swimming in social media’s fast changing tide

Social media is continually changing how companies engage with consumers and activists, says the lead writer of a new report from Ethical Corporation and Useful Social Media The social media sea has grown to be a mightily stormy place. New topics are seized upon for debate every second. Sometimes the social media swarm can co-ordinate […]

Digital touchpoints cannot be islands

Today’s rush to reach customers on their smartphones and tablets is just the beginning of an explosion of software-fuelled digital touchpoints. Smartphones, tablets, eReaders, games, smart TV, goggles . . . there’s no end in sight. As Internet-connected devices spread and people adopt them, companies can reach and engage with their customers wherever they are […]

Employee engagement – some winning strategies

Destination Rewards has revealed top strategies to maintain an engaged workforce and increase employee retention. In today’s economy, companies cannot afford to lose the money, productivity and intellectual capital that employee turnover entails. To increase retention and decrease attrition, companies must keep their workforce actively engaged on a daily basis. An engaged employee is invested […]

Real time customer engagement unveiled

Rapide, the Moments of Truth company is inviting executives in the managed services sector to attend a thought leadership webinar focusing on the benefits of real-time engagement with clients and end customers. Due to take place on the 12th of September at 3pm, the free webinar will discuss how real-time interactions can improve performance against […]

Nationwide sustaining employee engagement

The tool, provided in association with The Carbon Trust, will feature virtual representations of familiar locations, accompanied by energy efficiency tips tailored for the building society. Advice will be provided across a variety of business areas. This includes depictions of retail branches and administration centres, as well as transport options for getting to and from […]

How to optimise for Big Data

We need a clear path to advanced customer engagement, one that lets us tap into the real potential of data-driven programmes.  And the best programmes won’t work without creating an optimised approach to channels and customers. Here’s a look at these two critical routes to marketing optimisation, and how the payoff can extend beyond marketing […]

Directors Forums for 2013 announced

2013   Customer Feedback – February Mobile Engagement – March Multichannel Customer Engagement – April Customer Engagement in Retail – May Customer Engagement in Financial Services – June Customer Engagement for Sales – September Social Media Engagement – October Employee & Customer Engagement – December