Latest posts

Organisations paying for favourable reviews

By 2014, as much as 10 to 15 percent of service and company reviews on social media sites could be paid for by the company, according to a report from Gartner Inc. The report also predicted that over the next two years, the increase in “fake” social media reviews could result in at least two […]

Amazon putting squeeze on traditional retailers

The Amazon online model continues to apply pressure to the traditional bricks and mortar retail stores. Now with the addition of an app that allows shoppers to check prices on the Amazon site while in Best Buy or similar technology retailers they continue to squeeze retailer margins. At the other end is Apple which has invested in […]

Back to basics for successful CRM strategy

Matt Button, head of marketing strategy at eCRM agency Underwired, who here has advice on how to design customer journeys that will help you understand what customers want from your brand. Let's start at the beginning and imagine that you have a brand and a good proposition but no customers. In terms of CRM strategy, […]

Customer experience taking off at airports

The world's airports are turning to mobile apps, social media and intelligent technologies, including geolocation services, to "make the passenger experience better", according to industry research. For the SITA Airport IT Trends Survey, industry technology provider SITA questioned 91 airport operators worldwide, in partnership with Airports Council International (ACI) and Airline Business magazine. "Improving the […]

Corporates still struggling with social media

Research conducted by Genesys, a provider of customer experience solutions, found that leading consumer-facing companies from across the globe shy away from listing social media as a means for customers to contact them. More than half (55 per cent) of consumer-facing Fortune 500 businesses do not provide their Twitter handles on the “Contact Us” page […] making ONE engagement noise a customer experience management company has launched its SaaS ONE Engagement Platform, which is designed to help brands intelligently engage with their customers and manage their journeys, humanising digital interactions, fostering deeper relationships and increasing customer insight. The ONE Engagement Platform is a suite of SaaS solutions that enables businesses to deliver highly […]

Zendesk unveils new face of customer service

Zendesk has launched the next generation of its cloud-based customer service platform, setting what it calls a new standard in the consumerisation of enterprise software. The new Zendesk has been rebuilt from the ground up with a sleek interface touting a new set of innovative features and a visionary application framework, known as Zendesk Apps […]

High Street banks still failing on customer service

All the major high-street banks score below average in the latest Which? customer satisfaction ratings, yet between them they dominate the UK banking market. Santander and Halifax are in the bottom two places in the latest Which? analysis of customer satisfaction ratings of 30 financial brands, scoring 46% and 48% respectively, well below the average […]

VoC programmes gaining traction

Large companies with 'voice of the customer' (VoC) programmes have dedicated an average of three to five full time employees to them, according to a study by Temkin Group. The research report, entitled 'Prepare For Next Generation VoC Programs', showed that when fully implemented, these programmes provide highly tailored customer insights to employees across an […]

Digital customer engagement: CMOs not ready

The majority of the world's top marketing executives recognise that there are definite shifts coming in terms of customer engagement, but most feel under-prepared to manage these changes, according to a recent IBM study of more than 1,700 chief marketing officers (CMOs). In response to this need, IBM has introduced a new set of integrated […]