Latest posts

Social, mobile, local set to explode

SoMoLo, expected to influence $628-$752 billion in retail sales by 2016, blends 3 distinct marketing variables, SO(Social), MO(Mobile) and LO(Local).  Taken individually, these elements are familiar, and are channels that most Marketers utilize regularly in campaign promotions. But implementing a strategy that intentionally combines each of the three SoMoLo variables produces outcomes far more effective […]

Customer Engagement magazine – passionate customers needed

The latest issue of Customer Engagement magazine is out now , View, and it is packed with thought leadership articles, considered comment, expert columns and world class case studies that are designed to help you implement successful employee and customer engagement strategies. The Cover Story of this issue of Customer Engagement is all about the […]

Professional services the new growth engine. What’s your strategy?

You will learn how to: • create growth management strategies for services • achieve profitable growth through greater financial management • globalise the services organisation • bring maturity to services execution • bridge the service/sales and service/product divides Click to download the ebook   What could the most comprehensive end-to-end solution on the market do for […]

Call centre queues to be a thing of the past?

The entrepreneur behind a handy phone app which saves people being held in annoying call centre queues has launched a free service for businesses to eliminate queues and help them reduce caller abandonment by up to 90 per cent. The clever technology invented by Matt King means call service providers can reduce customer wait times […]

Companies not keeping up with their mobile customers

While 41% of contact centre operators believe that the telephone is the easiest channel for their customers to use, only 20% are investing in mobile apps, and only 17% already have their own mobile customer service app, according to Richard McCrossan of Genesys, whose research has found that many companies have responded to the proliferation […]

Cloud changing the outsourcing sector

That’s the conclusion of a new study from Information Services Group(ISG), which closely tracks and provides advice to the outsourcing industry. The question is: will organizations begin to prefer more granular, cloud-delivered services over larger outsourcing arrangements? The percentage of ISG’s advised contracts with cloud in scope has grown steadily, the firm reports – from […]

Only one in ten trust retailers more than banks

Independent market research consultancy Rostrum Research  has just published a new study revealing that only 11% of British consumers trust retailers more than High Street banks to handle their financial affairs.  According to the research study, 51% of respondents said that they do not trust retailers any more than traditional financial services providers, while 38% […]

UK becoming a ‘nation of returners’

Two in five consumers (41%) buy multiple sizes of the same garment when shopping online, just to check the fit – and then send the ‘wrong ones’ back, according to a new survey from, the online virtual fitting room provider.  Women (49%) are more likely than men (31%) to engage in the practice of […]

Customers have changed – so must organisations

Organisations of all types can harness the power of the Nexus of Forces to engage with their customers and staff, learn through the observation of behaviour and interaction patterns, and create compelling experiences, according to Gartner, Inc. These same organisations must disrupt many of their long-held positions and structures, all of which give way in […]