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Apple and Amazon dominate loyalty list

Out of 598 brands in 83 categories, it was Apple, Amazon, Samsung, YouTube, and Twitter that topped the 'Top 100 Loyalty Leaders List' survey for 2012, conducted by New York-based customer loyalty research firm Brand Keys. In total, 21 new brands emerged in the 2012 loyalty leadership list, with most of the new arrivals being […]

Employee Engagement Task Force website goes live

The Employee Engagement Task Force has launched its Engage for Success website, which includes case studies, research, tools and tips on how to better engage employees two weeks ahead of schedule The website is a free-to-use national resource, which aims to help leaders and managers take practical action to engage their staff. David MacLeod and […]

Financial indicators positive for UK contact centres

New research published by ContactBabel, the contact centre industry analysts, reveals that the UK contact centre industry is shrugging off the effects of the economic downturn. "The UK Contact Centre HR & Operational Benchmarking Report (2nd edition 2012/13)", is a major study of 216 UK contact centre operations, looking in depth at salaries, attrition, absence, […]

Why it still pays to advertise

Advertising is deemed to be the most important component of the promotional mix by those in the UK whose roles incorporate marketing, including the use of channels such as social media and search engine optimization (SEO). This was the finding of a study carried out by Cint undertaken to investigate people’s attitudes regarding the practice […]

Contact centres neglecting self-service channels

While self-service channels have become more prevalent in today’s contact centres, organisations aren’t measuring the cost-to-serve of these channels effectively yet. In addition, few businesses have implemented systems to gauge their customers’ experience of non-agent, self-help channels. This contradicts emerging practices that link customer satisfaction scores directly to profitability, such as the tracking of share […]

Social media engagement drives more sales

Research from LoyaltyOne, Northwestern and Ivey Business School demonstrates up to 30 percent increase in purchase behaviour from social media participants. According to LoyaltyOne, the research provides empirical proof that social media interaction between a customer and a brand drives immediate and long-term sales increases. The research constitutes a social media marketing breakthrough because it […]

Waitrose and John Lewis all in one

Waitrose and John Lewis at home Ipswich opened their doors to customers today for the first time. The shops, which have created 375 new jobs in the local area, are the first Waitrose supermarket and John Lewis at home shop to open next to each other and will enable shoppers to benefit from convenient access […]

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 […]