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UK banks ramp up double-dip recession loyalty efforts

The survey of more than 1,000 British consumers found that 74% have seen firms "wake up to the need to give their customers better, more individual service, attention and offers" as businesses and their clientele have continued to face tough economic conditions in recent years. The research from retail loyalty specialist GI Insight also showed […]

Thunderhead goes .com to deliver customer engagement everywhere

Thunderhead.com, a customer experience management company has launched its cloud-based ONE platform to help businesses deliver highly personalised, relevant and engaging experiences across all digital devices and channels.   Previously known as Thunderhead, the company officially became Thunderhead.com today to signal its focus on digital customer engagement and availability as software-as-a-service (SaaS) for all its […]

Customer service not yet aligned with customer communication channels

Vendor Genesys has released its Getting Closer to the Customer Report written by the Economist Intelligence Unit. The global study surveyed more than 798 senior executives worldwide, finding that more than half (58 per cent) of C-level respondents consider the CEO responsible for new customer communications channels such as social media and mobile. However, less than […]

Only one in ten companies measure customer experience effectively

A new report from Temkin Group finds that only 10 percent of firms have good customer experience metrics programmes.  Temkin, a customer experience research and consulting firm, surveyed more than 200 customer metrics programmes in large organisations. Through a self-assessment questionnaire, Temkin found that only 41 percent of executives look at customer experience metrics more […]

Why bad feedback can be good for business

When it comes to social commerce, bad product reviews are good for business as two in three (68%) consumers say they trust reviews more when they see both good and bad scores   The Reevoo research found that customers who go out of their way to read bad reviews convert 67% more highly than the […]

Banks have ‘until the summer to start treating customers better’ or else!

Martin Wheatley, managing director of the Financial Services Authority (FSA), said banks were still not "fully engaged" in providing top quality core services and were making it harder to restore public trust after being bailed out by taxpayers. "We wrote to all banks in January to encourage a more proactive approach," Wheatley said. He added […]

How do your customer management strategies stack up?

A major research initiative is underway to understand how UK companies are planning to create – and pay for – the customer management infrastructures that will be needed to meet their customers’ future demands for accessible, multi-channel services.   “We’re undertaking a comprehensive research study across the UK that will help customer management decision makers […]

Mobile apps linked direct to contact centre agents via a smart button

Genesys Mobile Engagement enables businesses to overcome today's isolated mobile application experience by empowering customers that need live support to quickly engage customer service agents or specialised knowledge workers, such as personal bankers or travel agents. The new solution provides increased context to highly personalize the mobile customer experience and empower agents with information to […]

Employee recognition programmes translate into improved performance

The study report, entitled Sales Performance Management 2012', from Aberdeen Group and the Incentive Research Foundation (IRF). highlighted the importance of rewards and recognition as a vital component of employee compensation and noted the competitive advantages that companies gain by outsourcing the design and implementation of such programmes. This article is copyright 2012 TheWiseMarketer.com). The […]

Employee recognition programmes translate into improved performance

The study report, entitled Sales Performance Management 2012', from Aberdeen Group and the Incentive Research Foundation (IRF). highlighted the importance of rewards and recognition as a vital component of employee compensation and noted the competitive advantages that companies gain by outsourcing the design and implementation of such programmes. This article is copyright 2012 TheWiseMarketer.com). The […]