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Organisations ignoring social media feedback

Almost two in five companies (39 percent) do not track their social media responses at all, and more than half (55 percent) ignore all customer feedback on Twitter and Facebook, largely because they have no process in place to respond. Satmetrix polled 1,180 executives worldwide about their organisation’s social media practices, and discovered that while […]

Total rewards programmes not cutting the mustard

Aon Hewitt's 2012 Total Rewards Survey of nearly 750 organisations shows that more than half (58 percent) use total rewards programs to drive employee engagement, while 48 percent want these programs to improve their ability to retain talent as well as attract talent (44 percent). However, 60 percent of companies surveyed described their engagement levels […]

Digital channels replace voice as default option for customer engagement

Organisations that fail to embrace digital channels are compromising their ability to win customers and grow their business.  So says new research conducted by customer management consultancy, Ember Services, and sponsored by Serco.  An estimated 80% of customers make their initial contact with any business via a digital channel and increasingly favour digital for ongoing […]

Employee engagement gets a university first

At Kent Business School, Professor Katie Truss, Director of Studies, Postgraduate Certificate in Employee Engagement says, “I know from talking with Employee Engagement Managers during our recent government-funded seminar series (click here [1]for more details) on employee engagement at the University of Kent that there is a lot of demand for a course that introduces […] best for customer experience

In the 2012 Hotel Reservation study took first place for Overall Customer Experience, while in the Technical Quality portion of the study scored first for Reliability and took first for Responsiveness (Speed). Winners of Keynote Competitive Research studies are invited to participate in the company's Online Excellence Program which recognizes the "best […]

CEOs say customer and employee engagement their biggest challenges

As part of a comprehensive global survey of forward-looking business leadership, IBM spoke to 1,700 CEOs from 60 countries, in 18 industry sectors, and found two somewhat surprisingly impactful conclusions about the future of social. The first is that social media engagement with customers will soon be more important than face-to-face interaction. The second, as […]

UK TalkTalk call centre set to close

A number of TalkTalk workers from Preston are either losing their jobs or having their contracts transferred to the outsourcing company Careline Services, also based in Preston. At the end of April, Careline, which also provides call centres for consumer goods conglomerate Unilever and the London Olympics, took on 60 TalkTalk staff after winning the […]

Oracle makes a social media virtue out of Vitrue

Oracle will enter the social media publishing and campaign management market with the acquisition of Vitrue, the company announced Wednesday. Vitrue is a cloud service for managing social media publishing and structured marketing campaigns across Facebook, Twitter, and Google+, with particular emphasis on Facebook for embeddable page tab content and applications, such as the Vitrue […]

Most employers not engaging staff with social media

Sixty per cent of workers do not have any contact with their employer via social media channels, found a poll of 1,000 working people from recruitment process outsourcers Hyphen. While the majority of businesses do use social media for marketing purposes – only 17 per cent said their employer does not use it at all […]

Only one in ten businesses measure social media ROI

The study, entitled 'Tackling the social challenge', by multichannel digital marketing firm EPiServer.  found that while all figures point toward continued growth of the uptake of social media by British brands, the majority are still clearly struggling to measure its impact. Over the past year, almost one third (29%) of UK businesses have set up […]