Latest posts

Just one in ten customers always complain

New research shows that a massive 91% of people in the UK don’t always complain about bad service and yet 51% don’t expect the service to improve if they don’t speak up. The result, says the company behind the survey, is that Brits are getting exactly what they deserve – bad service with little hope […]

CEM gains traction as business differentiator

CEM concerns have risen to near the top of the priority lists of communications service providers. What many have considered an operational backwater in recent years has become a central focus as competition increases and things like churn, retention and loyalty take centre stage. The reason is the need to provide differentiated value based on […]

B2B customer engagement at a low

That's because far too many B2B companies appeal to customers based only on price, speed, and efficiency. While those factors matter, they won't differentiate a company from its competitors. Gallup works with B2B companies around the world in many industries, from financial services to specialty manufacturing. Gallup research has identified the key factors relevant to […]

Employees with shares more engaged

Loughborough University published the findings of its four-year study into the human impact of HMRC-approved all-employee share plans. The most widely used scheme is Save as You Earn (SAYE) – also known as Sharesave or Savings Related Share Option Schemes. The study found that as well as the large percentage of employees who were more […]

Customer are changing – so must CRM

Over the years, CRM has emerged as a key strategic initiative that companies are working to master. As economic pressures increase and customers in both commercial and consumer sectors demand immediacy, mobility, and omni-channel reach, many businesses have been forced to undergo a major shift surrounding customer experience and engagement. One of my customers said […]

Mobile shopping more than doubles

IBM’s 2012 Smarter Consumer Survey looked at the purchasing trends and shopping habits of 1,800 UK consumers and finds that mobile device shopping has more than doubled over the past year to 138 per cent. The research shows that shoppers now demand a more personalised, convenient and budget-friendly shopping experience with the aid of mobile […]

True benefits of marketing automation

This compares to only 50% of those companies without marketing automation, according to the 2012 B2B Lead Gen Marketing Effectiveness Study from Lenskold Group and The Pedowitz Group. A significant increase in total marketing revenue contribution was reported by 69% of marketing automation users who were also using ROI metrics to assess their marketing effectiveness. […]

Fastest growing online retail sectors unveiled

Sporting equipment, garden & DIY products, toys & games, tablet computers, mobile phones and software & games are forecast to be among the fastest growing online sectors in the next 12 months, according to new research revealed today.   The research commissioned by leading parcel company DPD, questioned online shoppers about the products they bought […]

Corporates wary of employees and social media

The majority of businesses believe that ‘employee voice’ has a positive impact on engagement and performance, according to new research. But employers – particularly larger organisations – remain wary about workers using social media to express opinions about their company, found the survey from IPA and Tomorrow’s Company. Respondents to the latest IPA study define […]

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 […]