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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 […]

Social service ROI is a winner

In fact according to Hypatia Research Group survey of more than 500 organisations, 17.8% of customer service and support executives realise greater than 5% return on investment – defined as a percentage of total annual marketing spend.    Another 20% realise between 3%-5% return on investment. Leslie Ament vice president, and senior analyst at Hypatia Research […]

Most VoC initiatives are succeeding

 The survey, conducted by Verint with Peppers & Rogers Group and 1to1 Media, aimed to gauge the current state of VoC initiatives, and found that even though linking VoC results to bottom-line metrics can be difficult, most companies have an overwhelmingly positive view of the value of their VoC initiatives.  Data mining was cited as […]

Global employee engagement on the up

  Aon Hewitt’s 2012 Global Engagement report, which analysed employee engagement trends of more than 3,100 organisations representing 9.7 million employees worldwide, found that 58 percent of employees were engaged in 2011, up from 56 percent from 2010. The analysis showed improvements in employee perception scores in three key areas in 2011: Effective leadership at […]

Customer engagement and the bottom line

 In its "Annual Merchant Survey 2012," the e-tailing group surveyed 147 top retailers to examine the various methods businesses are using to measure customer engagement. Sponsored by Baynote, the study explores how successfully companies are integrating their findings from customer engagement analyses with their various customer strategies. The following statistics show the most popular measures […]

Customers believe outsourcing bad for business

 The National Outsourcing Association commissioned a survey into public attitudes and was shocked by the findings. Customer attitudes are in contrast to a BusinessServices Association (BSA) survey last year that showed that outsourcing contributed eight percent of the UK's GDP, £14 billion in business taxes and £21 billion outsourcers' income tax, the NOA said.  The […]

How to avoid mobile customer service failure

"The desire of many organisations to extend their customer service to the mobile platform market has led to the misconception that any good application can also make a good mobile application," said Johan Jacobs, research director at Gartner. "Business leaders should not assume that, because all smartphones have browser and Web access, their content is […]

Facebook users not buying and using the site less

The online poll from Reuters/Ipsos found that one in three of Facebook’s 900 million users surveyed were spending less time on the website than six months ago, whereas only one in five were spending more. The findings underscore investors’ worries about Facebook’s money-making abilities that have pushed the stock down around 30 per cent since its initial […]