Latest posts

Financial services the multichannel leaders

 Pitney Bowes Software  a global leader in customer data, analytics, communication software and services, reveals through a study of large B2C organisations in the Financial Services, Telecoms and Utilities sectors, that there are tangible differences between industries when it comes to multichannel marketing.  As such, customers are being lost through fragmented and inconsistent communications and […]

For multichannel read omnichannel

A new whitepaper Omnichannel Loyalty – Designing the Ultimate Customer Experience, explores the need for marketers and businesses to interact with and engage their customers at the earliest stages of the transaction process and through all channels in a seamless and simultaneous manner.   According to Kobie Marketing omnichannel loyalty (OCL) is the next evolution […]

Online customer service critical factor

As part of its Online Shopping Customer Experience study, market research firm comScore found that customer service is a critical consideration for consumers looking to buy online. Thirty-six percent of the more than 3,100 respondents said the availability of live customer service is a major consideration in where they shop, and comScore noted that website […]

M&S the greenest of retailers

A report from the iconic  high-street brand shows all operated stores, offices, warehouses and delivery fleets in the UK and Ireland have been certified as being carbon neutral. This means the retailer has been removing as much carbon emissions from the atmosphere as it puts in by improving its energy efficiency and buying carbon offsets. […]

Big data investments mean big prizes

 The survey of business executives and IT leaders, conducted by business technology firm Avanade found that 84% of respondents believe that big data helps them make better business decisions, and that 73% of companies have already used their data to increase revenue. For the most part, these increases were achieved by growing existing revenue streams […]

Companies deaf to social service complaints

Over a quarter (26%) of Brits are complaining more now they can use social media to communicate with companies – but organisations simply aren’t listening. 17.5% of their complaints are left unanswered and an enormous 83% of those who have complained are unhappy with the response they received.  These are the headline findings of the […]

Mind the customer experience gap

 Even though almost all organisations understand the critical impact customer experience has on their businesses hardly any believe themselves to be leading lights in the field according to a survey from marketing firm infusion and BPM expert Pegasystems.  The survey report, entitled 'Designing and Managing Customer Experiences for Improved Brand Performance', found that although 95% […]

Retailers lagging on click-and-collect services

 Despite its growing popularity, less than half of the UK's top retailers (including grocery, department stores, clothing, general merchandise and home improvement) offer their customers a 'click and collect' service, according to a study of the UK's top 50 multi-channel retailers by IVIS Group.  The company's first annual multi-channel benchmark study found that only 44% […]

Customers want to be listened to online

 With an ever-growing number of publicly accessible online communication choices available to consumers, a recent Maritz Research Consumer Preferences study shows consumers overwhelmingly want their voices to be heard by companies via the web.  They expect companies to be listening and the study also reveals that 85 percent of consumers are very happy when businesses […]

Emotional employee engagement beats rational

Conducting employee surveys is a good thing, right? And surveys that reveal employees are highly engaged is even better, right? Not so fast, say researchers from the UK’s Chartered Institute of Personnel Development and Kingston University. In a recent study, CIPD and KU researchers concluded that there are two types of employee engagement – transactional […]