Employee/Customer Engagement

How customers are liking Facebook

A new study of European retail brands by comScore and Facebook has found that popular consumer brands are utilising Facebook to deliver media impressions at scale, achieve brand amplification and resonance, and ultimately drive desired behaviours among key customer segments. The study, entitled 'The Power of Like – Europe', examined European retail brands such as […]

Leaders failing to inspire confidence

One of the most critical components of leadership is the ability to inspire confidence. After all, if nobody is following, you’re not leading. DecisionWise recently completed an extensive analysis of its latest Employee Survey results. These results are taken from over 9.2 million responses to questions related to employee engagement across various industries, companies, job […]

Engagement and well-being key to business

FTSE 100 firms will soon be ranked on how well they report on staff engagement and wellbeing after research revealed a “critical link” between effective HR management and organisational performance. Charity Business In The Community intends to launch its Workwell pilot project this autumn, following a study that found FTSE 100 companies with robust processes in place […]

Leadership key to employee engagement

There is a “significant link” between employees’ engagement with their job and their well-being, according to the Chartered Institute of Personnel and Development’s (CIPD’s) latest Employee Outlook survey. The report shows that engaged employees score much more highly against the Office for National Statistics’ ‘happiness index’. The index asked subjective questions relating to life satisfaction […]

Firstsource is first for families

Firstsource Solutions, a leading business process outsourcer that employs over 4,500 people in the UK and Ireland, has adopted a number of family-friendly policies to enable its employees to juggle a work-life balance more effectively, particularly during the long summer months. Firstsource has six contact centres in the UK and two in the Irish republic. […]

Bank customers are still loyal!

Despite the longest recession since 2008 and the current banking crises, an annual survey of customer loyalty in the UK has found that two out of three (66%) Britons feel most loyal to their bank or building society – a trend that has prevailed over the past four years since The Logic Group started conducting […]

Customer satisfaction linked to share performance

Companies showing higher scores on the American Customer Satisfaction Index (ACSI) and the National Customer Satisfaction Index UK (NCSI-UK) are also producing higher stock returns than competitors and greatly outperforming market indices, according to a study from the University of Michigan. The study examined the relationship between customer satisfaction and financial success by creating portfolios […]

John Lewis nation’s favourite brand

Brandwatch analysed 40 leading brands in a bid to spot the ‘heroes and villains’ of 2012. A year on from the previous report there are some interesting changes to the customer service arena. John Lewis which managed a top 5 place in the 2011 edition, were this year’s winners. The retailer attracted more praise than […]

More evidence employee engagement up

The news is positive; engagement is up, according to the 2012 Trends in Employee Global Engagement report issued by human resources consulting firm Aon Hewitt. It was a modest ascent, with 58% of global employees engaged in 2011 compared with 56% in the previous year, but the percentage reverses years of declining levels. Engagement levels […]

Mobile customer engagement, tennis – and IBM

IBM is launching new software that it says will help CMOs and CIOs transform the digital experience for employees, customers and fans across a broad range of mobile devices. The new software brings together the power of social networking, analytics and mobile computing to front office operations and externally to clients, allowing companies to create […]