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Control and trust driving social media

 Aimia a global leader in loyalty management has unveiled an industry-first segmentation model that reveals six distinct social media personas, based upon the behavioural drivers of trust and control.  The model is detailed in a new Aimia research brief, Staring at the Sun: Identifying, Understanding and Influencing Social Media Users. The report argues that no […]

Customers going social for their service

This has doubled from 19% since August 2011 and equates to around 18m people. The increased interaction appears to be driven by the widespread belief among respondents (40%) that social media improves customer service, compared to only 7% who feared it would harm service.  In fact 68% of those who have engaged with brands through […]

Customer engagement strategy a winner for Dixons

Currys and PC World owner Dixons is still persuading shoppers to splash out on electrical goods despite tough times on the High Street. The firm hailed the impact of improved ranges and customer service as it bucked the prevailing gloom in the retail sector. The better than expected performance marks a strong start at the […]

Customer loyalty in insurance about more than price

Even when cancelling their policy, price increase is the driver for only 43 per cent of people.  As part of a significant consumer insight exercise, affinity specialist Junction surveyed more than 3,500 insurance customers. The research examined the level of ‘customer effort’ required at various stages in the life of an insurance policy – purchase, […]

Social reviews far more trusted than what brands say

The survey of the shopping habits of 1,000 UK consumers by Revoo found that 52% rate friends' recommendations as influential, and 48% are influenced by consumer reviews online. Conversely only 24% and 22% respectively rated advertising and recommendations from sales assistants as significant to their purchase decisions. According to Reevoo’s founder, Richard Anson, "This study […]

Customers choose brands just like they do people

The research from the Relational Capital Group (RCG), Princeton University, and the University of Louvain and published in the April 2012 edition of the Journal of Consumer Psychology, applied a well-established human perception framework, pioneered by Dr Susan Fiske at Princeton, to the study of 22 well-known brands. The researchers found that consumers respond to […]

Customer loyalty schemes going social and mobile

The research found that 27% of loyalty programme members prefer to use a mobile device to access loyalty programme features, and that 32% of loyalty programmes reward their members with points or other currency for participating in social media or online discussions about the brand. Despite only 17% of loyalty programmes currently offering their members […]

Cabinet Office issues social media guidance for civil servants

Have a clear idea of your objectives in using social media, learn the rules of each social media space before engaging, and don't open a channel of communication you can't maintain. These are some of the top tips outlined in the government's newly released social media guidance for civil servants. Authored by the Government Digital […]

Internet retailers making their customers happier

In this year's E-Retail Satisfaction Index report, a record 36 US based online retailers out of 100 achieved the so-called "threshold for excellence," with scores of 80 or higher on the 100-point scale. That compares with 28 sites achieving this distinction in 2010 and 2011, and six reaching it in 2009. The aggregate score for […]

Social media is going all Big Brother

Corporations are starting to embrace technologies used to monitor employee Internet use, with 60 per cent expected to watch workers' social media use for security breaches by 2015, according to a new report from Gartner Inc. Less than 10 per cent of companies now monitor their employees' use of Facebook, YouTube, LinkedIn and other social […]