Employee/Customer Engagement

BYOD – are you for or against?

Two distinct types of organisations emerge from Symantec Corp's new State of Mobility Survey – "Innovators" who readily embrace mobility and "Traditionals" who are reluctant to implement it. Eighty four percent of innovators are moving ahead with mobility, motivated by business drivers, and they are experiencing significant benefits. Traditional organizations are implementing mobility more slowly, […]

Customers insist on mobile apps transparency

MEF, the global community for mobile content and commerce has announced the results of its first Global Privacy Report.  Supported by AVG Technologies, the ten country study of 9,500 respondents reveals consumer attitudes towards the use of their personal information by mobile app providers. Against a backdrop of recent high profile transgressions, the report was carried […]

John Lewis goes for collections convenience

John Lewis is give its customers the choice to return online purchases of clothes, shoes and fashion accessories for free via a network of over 5,000 local convenience stores, newsagents and petrol stations. The returns option will be offered in partnership with CollectPlus, the largest store-based parcel service in the UK, making it easier and […]

Barclays to offer free Wi-fi in branches

Barclays will become the first major UK high street bank to offer free Wi-fi access for its customers in branches nationwide. The new Wi-fi service is the latest move by Barclays to make banking easier for its customers – by providing more opportunities for them to access the internet. The Wi-fi hotspots will be rolled-out […]

Brand loyalty hangs on emotional engagement

Apple, Amazon, Samsung, YouTube, and Twitter led the 'Top 100 Brand Keys Loyalty Leaders List' for 2012, marking the first time the annual list has seen such a seismic shift in loyalty leadership, in terms of new categories and brands making appearances in the top 100. According to Robert Passikoff, Brand Keys' founder and president, […]

Voice of the Customer Forum Report

Customers are playing an increasingly important strategic role in the development of organisations’ services and products across channels and the Voice Of the Customer is critical to the development of customer engagement strategies.   These were two of the key conclusions that came from the Customer Engagement Network’s Directors Forum on Voice Of the Customer […]

Recession costs the UK retail sector £23billion

New research into the future of retail and released just as clothes retailer Republic called in the administrators has revealed the massive cost of the recession to retailers  – and shows that retail is set to lose out still further as consumers find more ways outside of retail to spend their discretionary income. Discretionary spend […]

A Brave New Real Time World of analytics

Business intelligence (BI) and analytics continues to be a top CIO investment priority, and yet user surveys by Gartner, Inc. show that only 30 per cent of potential users in an organisation adopt CIO-sponsored analytics tools. This appears to be changing as organisations invest in making analytics "invisible," and more consumable and accessible, to the […]

UK customer relations like loveless marriages

British companies are failing to keep the love alive with customers, according to a St Valentine’s Day survey from Strativity. In a poll of 402 managers and directors, 69% feel they are either in an open marriage or in an on-again-off-again relationship. Any loyalty from customers is due to inertia, not delight. The survey, released […]

Consumers give thumbs down to Internet tracking

Analyst Ovum is predicting turbulence for the Internet economy, as more than two-thirds of consumers say ‘no’ to Internet tracking Digital consumers around the world are starting to tire of their personal data being collected across the Internet, says Ovum. The global industry analysts paint a threatening scenario for the Internet economy, as consumers seek […]