Latest posts

Customer engagement key to B2B success

  In "Creating Impact in B2B Relationships," a report by global research and performance consulting firm Gallup, it's estimated that the average B2B company has an "optimal" relationship with fewer than one in seven of its customers. Gallup reveals that a price-focused strategy, with an emphasis on year-over-year cost reduction, does not hold as much […]

Employee engagement – it’s complicated!

 High levels of staff engagement could actually be damaging for organisations if overly simplistic staff surveys mask the type of engagement at play within an organisation, according to new research from Kingston University's Business School and the Chartered Institute of Personnel and Development (CIPD).  The study found a key difference between types of employees. Those […]

CEM – four truths to know

  Truth #1: CEM requires a systematic approach Change does not happen (nor is it sustainable) when only one part of an organization aligns their practices towards a customer-centric approach. Having CEM succeed demands an orchestrated effort from all departments and levels. If done right, customer insights are embedded into decision-making processes versus getting pieces […]

Contact centres failing

Research from Genesys on multi-channel engagement in contact centres with 100 seats or more found that over two thirds of these contact centres now offer 'social' as a channel but only 17% had mobile customer service apps, and only 27% of the centres could seamlessly deliver the same customer experience regardless of which channel is used. […]

Careline Services becomes HGS UK

Careline Services, the UK-based customer management outsourcing business has changed its name to Hinduja Global Solutions UK limited. The change follows the acquisition of Careline Services by HGS in June 2010.  Since then, the company has been able to leverage the global best practices, partner network and management bandwidth of HGS to expand & strengthen […]

Microsoft battling with Google

Microsoft has bought the four-year-old business social network Yammer for £770-million as the software giant steps up its battle with Google for the future of technology in the workplace. The purchase of Yammer, dubbed “Facebook for the workplace”, is the latest instalment in Microsoft’s bid to protect its dominant Office products from a challenge by […]

Customers emotional about financial services

Financial services companies trade upon the relationships they hold with their clients, and those relationships depend on serving those customers' needs. But what do they really want and need? The answer, according to Harris Interactive, and one that banks such as Barclays might take note of, is that after excellent service has become the 'norm', […]

Apple and its iPhone coolest brands

Converse (Allstars) is the second coolest brand (64%). In the fashion retail sector Abercrombie & Fitch, Diesel and Levi’s are in a neck-and-neck race, with about 6 out of 10 youngsters labelling these brands as cool. Brands such as Nintendo (62%), Coca-Cola (60%), Sony (60%) and Samsung (55%) also continue to do well. “Cool brands […]

Employees who go the extra mile

Going the extra mile is defined as doing more without being asked. According to HR consultancy ETS, it is one of the key behaviours demonstrated by ‘engaged’ employees. Titled Getting employees to go the extra mile highlights the following as the three most significant motivators that lead to employees being more prepared to go above […]

Service and quality key to loyalty

Eighty-eight percent of respondents to the ClickFox survey say they’re most concerned with the quality of goods and services they purchase, and that a good experience will keep them coming back. Another 72 percent said they want a positive customer service experience. As such, marketers should focus on creating content that highlights their value propositions […]