Technology

Customers love their loyalty cards

Two thirds of British consumers said loyalty schemes make them feel more loyal, and more than 80% would want to replace a lost loyalty card according to a study by card maker Plastic Card Services Commissioned to mark 30 years of high street loyalty card programmes in the UK, the survey found that consumers aged […]

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 […]

Getting a 360 degree customer view?

Pitney Bowes Software (PBS), a global provider of data management, predictive analytics and communications management solutions is releasing its flagship Data Management Platform, Spectrum. This release incorporates master data management capabilities with a future-proof approach that helps organisations build, extend, understand and leverage complex relationships and hierarchies within and across organisational boundaries and into the […]

Customers download call centre queue buster

A free app which saves people from being held in annoying queues at call centres, has been downloaded 10,000 times, saving every single user, on average, a hefty £76 per year. Entrepreneur and innovator Matt King, who launched the new WeQ4U app in March, says mobile users are flocking to download the time saving app […]

Making business sense of social media

QuestBack, a global leader in enterprise feedback management (EFM) and Social CRM is launching Listen & Act, a social engagement tool that allows organizations to transform social media messages into actionable dialogues and seamlessly integrate these insights into CRM data, generating ROI and revenues. Social media is the fastest growing communication channel today. With the […]

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 […]

Facebook down and Google up

Changes Facebook has made to its user experience, such as Timeline, along with concerns over privacy have brought down the social network's consumer satisfaction score, according to a new report. Facebook, already the lowest-scoring e-business company, suffers the largest decline in customer satisfaction according to the American Customer Satisfaction Index (ACSI) E-Business Report released in […]

Social media customer conversations sorted

Salesforce.com the enterprise cloud computing company is launching new Salesforce Radian6 Insights technologies and ecosystem to empower social enterprises to manage the massive volume of social media conversations generated daily. With Insights technologies, social enterprises can now understand the meaning behind billions of social conversations across multiple languages with in-depth sentiment, intent, demographics and more. […]

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 […]