Technology

Emails to customers – it’s all about the timing

The effects on both engagement and revenue of controlling exactly when marketing emails reach the consumer's inbox has been highlighted by research from email service provider StrongMail, which has surveyed the email delivery performance capabilities and objectives of over 700 businesses. The 'Email Delivery Performance Survey 2012' study found that 80% of business leaders reported […]

One in seven online reviews will be faked by 2014

Brand and reputation management is considered a key element of social media marketing. But what happens when forums, blogs, tweets and “likes” are sabotaged by hackers, competitors and other villains intent on destroying a company's reputation? As many as 15% of online reviews will be fake by 2014, according to research company Gartner Inc., which […]

SMARTASSISTANT at customers’ service

The SMARTASSISTANT platform is the first enterprise-class, cloud-based technology that enables multi-channel retailers to implement guided selling solutions, and provides customers with a product advisory experience online, via mobile and at point of sale. The SMARTASSISTANT platform reinvents the role of a sales advisor and helps to lead the customer through product libraries by simply […]

Customer criticism can build loyalty

Nearly half of organisations believe that the benefits of social media are overshadowed by the associated threats, and their fear of customer criticism is slowing the adoption of social and mobile channels for customer engagement, according to Richard McCrossan, strategic business director for Genesys. In the company's latest survey of marketing professionals, only 26% said […]

QuestBack finds its own social niche

QuestBack, a global leader in enterprise feedback management and social customer relationship management has been positioned by Gartner, Inc. as a Niche player in the 2012 Magic Quadrant for Social CRM, 2012. According to this Gartner Magic Quadrant new report authored by Adam Sarner and Ed Thompson: "Social CRM works only if users voluntarily participate […]

New study reveals need for speed in customer service

A new study commissioned by Sitel, a leading customer care outsourcing provider, has revealed that consumers are increasingly selecting customer service channels that provide the fastest response, such as chat and social media, when they need support. The second annual Social Media Customer Service Report, which surveyed more than 1000 consumers in Great Britain between […]

UK firms investing in South Africa outsourcing

A flurry of foreign investment in South Africa's business process outsourcing (BPO) industry, supported by generous government incentives, has underlined the country's growing reputation as a provider of high-quality, medium-cost back-office and contact centre services. Last week, British company Quindell announced that it had acquired South Africa-based telecoms outsourcing service provider Quintica and its international […]

For multichannel read omnichannel – our customers are everywhere

The latest Customer Engagement Network Directors Forum examined the rapidly changing face of engagement and how we need to be where our customers are. Forum chairman and editorial director of the Customer Engagement Network Steve Hurst reports Our customers are operating across an ever proliferating range of channels be they online, offline, social or mobile, […]

Four in five UK customers active on social media

The use of social media continues to rise all over the world. Today, 8 in 10 British internet users are active on social media. Facebook is by far the most popular site (68% are active on Facebook), followed by LinkedIn (26%) and Twitter (28%). The study conducted by InSites Consulting demonstrates that the increasing number […]