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Starbucks smells the social coffee

Starbucks CEO Howard Schultz has announced the launch of an innovative new cross-channel, multi-brand loyalty programme, along with new global social impact initiatives. The company's existing My Starbucks Rewards loyalty and rewards programme is to be expanded to allow customers to earn rewards for grocery channel purchases, which can later be redeemed in Starbucks retail […]

Google still the brand culture vulture

Added Value has revelaed the cultural vibrancy of 160 brands from across fifteen sectors in its third annual Cultural Traction™ 2013 report . The Top Ten on a global basis are:          Google          Apple          Samsung          IKEA          Microsoft          Sony          BMW          Audi          Coca-Cola          eBay   The Cultural Traction™ […]

B2B customer engagement – it’s emotional

B2B companies who systematically measure and monitor their customer engagement can lessen their dependence on lowest prices – and increase revenues and profitability. When a B2B company wins a contract, the perception is that the process was completely rational and non-emotional, unlike a consumer purchase. But in fact, the reverse is true. When consumers make […]

Leaders lacking social media savvy

A resistance to change and a lack of social media savvy amongst senior leaders is holding organisations back from rebuilding trust and fostering cultures of openness, collaboration and innovation in their organisations. That’s according to new CIPD research on the current landscape of social media and employee voice. The CIPD is urging employers to recognise […]

Ten steps to single view of customer

In today's information economy, businesses have the opportunity to collect and analyse an increasingly vast array of customer data through their Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) systems. But what steps can they take in order to reach that single-view nirvana, asks Mark Dunleavy, UK managing director for Informatica. And of course […]

Sickness killing customer service delivery

A survey of 200 organisations has revealed that sickness and absence is still the major issue affecting service delivery and the customer experience. Cognito, the workforce management specialist, commissioned Redshift Research to survey 200 business managers responsible for mobile workers in the UK, to examine the key hurdles to delivering service excellence. Sickness ranked as […]

Customer trust key to online retailing

An international survey into consumer shopping preferences, which shows that while consumers love nothing better than a bargain (61%), almost half of global shoppers (49%) surveyed consider the reliability of the retailer to be paramount when making purchase decisions online, highlighting the importance of trust. Retailer trust was most valued in the east, where countries […]

More channels but same customer frustrations

Increase in channel choices are not yet improving customer relationships according to a new survey from Aspect Software which reveals continued frustrations with companies’ customer service, so much so that four in ten (46 per cent) say they do not experience issue resolution when contacting customer care. Why so disgruntled? This could be in part […]

How customer behaviour is revolutionising retail

The retail sector is in a state of flux. While the squeeze on consumer spending is having a largely detrimental impact on the High Street, online retail sales are continuing to enjoy strong growth. And while a number of well known retail brands have disappeared over the past couple of years, others are not only […]

Lack of leadership hurts employee engagement

Participants at the recent Grass Roots Employee Engagement Forum confirmed for the third year in a row that a lack of engaging leadership and management is the number one barrier to facilitating environments where employee engagement can flourish. “Lack of trust driven by inconsistent practices of leadership, people being not being able to make sense of […]