Thought leadership

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 […]

Loyalty schemes path to retailer growth

Customer loyalty is a key growth strategy in the retail market, according to research by Eccomplished, which found that 74% of all UK retailers (and specifically 88% of online retailers) say they are prioritising investment in customer loyalty and retention programmes. However according to Steve Rivers, managing director for Intelligent Reach, a founder member of […]

Customer service route back to trust

Cridland says customer service is the best path to build consumer confidence and stimulate sustainable, long-term recovery. Speaking at the 15th AGM of the Institute of Customer Service, John Cridland said:  “Customers want to deal with organisations they can trust to keep their promises. The organisations who will achieve long-term success are those that put […]

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 […]

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. […]

Handelsbanken tops for customer service

Handelsbanken, the world’s fast-growing relationship bank is rated top for customer satisfaction for the third year running, in an independent survey of British banks’ personal and business customers. The 140-year-old universal bank emerged head and shoulders above its UK high street competitors, both for satisfaction and loyalty. This is a position Handelsbanken has enjoyed in […]

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 […]

Social business the new customer strategy

Social business – a company's move from a presence on social platforms to strategic engagement that supports business goals, fosters brand affinity and generates co-created value – is no small undertaking for corporations, but it is undoubtedly the direction in which top companies are heading, according to an in-depth study on social media trends released […]

Customer experience key to loyalty

Look after your customers by delivering consistent quality experiences and you stand a good chance of being one of a very small select number of businesses that are benefiting from increased customer loyalty and word of mouth recommendations. Failure to take this onboard will almost certainly ensure a business will be part of an economy […]