Employee/Customer Engagement

Employee voice and engagement at a record low

As the final report from the public inquiry into the failings at the Mid Staffordshire NHS Foundation Trust is published, the Chartered Institute of Personnel and Development (CIPD) is warning employers in all sectors to heed the lessons learned about the importance of employee voice. The CIPD’s quarterly Employee Outlook Survey reveals a worrying deterioration […]

No ordinary digital lab from M&S

Marks and Spencer has created a ‘digital lab’ in order to address the fast pace of technological change occuring in retail stores, enabling a more agile development process. The high street retailer is adopting a start-up style approach for prototyping and developing a range of e-commerce and in-store technologies, as well as digital marketing platforms […]

Good customer service beyond many organisations

Organisations understand the understand financial impact of poor customer experiences, yet struggle to develop successful strategies according to an Oracle survey The research reveals that while many businesses are aware of the importance of customer service to their profitability, few have put in place formal customer experience initiatives. The report, Global Insights on Succeeding in […]

How Instagram helps with customer feedback

With its photo editing and sharing service, Instagram is one of the newest entrants to the pack of blockbuster social media services. The product is simple: take a picture, apply a digital filter to it, and share the picture. Its success has been phenomenal, and Instagram currently has over 40 million active monthly users. But […]

Webchat the rising star in the contact centre

One of the most significant developments BT has seen is the increasing use of webchat as a channel for advisors to talk to customers. The latest BT research into communication channels acknowledges the growing contribution of webchat to customer satisfaction, employee productivity and cost reduction for contact centre operators. Among its key findings the research, […]

Council wins ‘gold medal’ for customer service

If there was an Olympics in promoting customer feedback, East Northamptonshire Council would win gold. The local authority’s Customer Service’s team has been awarded the GovMetric Team of The Year award 2012. The award was made in recognition of the Customer Service teams continued commitment to encouraging customers to leave feedback through face to face […]

Trust barometer reveals leadership crisis

Less than one in five respondents in the 2013 Edelman Trust Barometer believes a business or governmental leader will actually tell the truth when confronted with a difficult issue. This lack of confidence in traditional authority figures was continually reinforced in 2012 against the backdrop of high-profile scandals involving CEO and government officials, including former […]

Plymouth council bowls its customers over

The Council's Customer ServicesTeam was awarded the 'Case Study of the Year' award as part of the annual GovMetric awards. GovMetric is the provider of the Council's feedback system featuring the smile, the frown and the straight faces, that customers can use to feedback on services received. From April to September 2012 the number of […]

Ten content marketing trends for 2013

Content marketing, which usually involves a brand making digital content available to its target audience, is an increasingly powerful way of attracting, acquiring and engaging customers, but it's also a technique that's changing rapidly before our eyes. With this in mind, Ingrid Froelich from SDL Web Content Management Solutions details here the ten key content […]

Consumers ready for give and take on their data

The majority of UK consumers support the 'unwritten data contract' with brands, in which they get better and more relevant advertising and offers in return for providing some of their personal information. That’s just one of the findings of the first-ever Data Attitudes Report from consumer intelligence experts Sky IQ, which commissioned Populus to survey […]