Latest posts

HGS wins place on UK Government framework

HGS has secured a place on a new Government framework established to govern the procurement of contact centre services by government and public sector bodies.  The Creative Solutions Execution and Related Services Framework, introduced by the Government Procurement Service (GPS), will make it easier and quicker for public sector organisations, including central government departments, local […]

Emotional engagement key to purchase decisions

As long as a brand can make human and emotional connections that are both differentiating and believable, that will resonate with customers and create loyalty, according to Brand Keys, which has hailed the Discover Card as a leader in US credit card loyalty. The 2013 Brand Keys Customer Loyalty Engagement Index surveyed 39,000 consumers aged […]

Engagement is leading focus for employers

Almost three-quarters (74%) of respondents to The Benefits Research 2013 cited engagement as the top issue shaping their organisation’s benefits package. This figure has risen since 2009, when just under two-thirds (62%) said the same. But, when asked what action they plan to take in the next 12 months in response to economic challenges, just 15% […]

Customers want integrated service NOW

Most consumers are leaving stores or abandoning online shopping sessions because they can't easily find what they were want, according to a survey commissioned by IT automation firm Redwood Software. The study found that poor customer service, redundant questions, and disconnected processes are the key driving forces leading customers to abandon purchases, switch suppliers, or […]

Best Buy and Siemens win Confirmit awards

The 2013 Confirmit ACE (Achievement in Customer Excellence) Awards for Best Use of Feedback Solutions recognise the organisations that best use its feedback (EFM) solutions to drive positive business results. The Best Use of Feedback Solutions Awards are presented in addition to the annual Confirmit ACE Awards to recognise the highest levels of achievement in using […]

Customer Engagement Network awards launch

The Customer Engagement Network is delighted to announce the launch of the first Customer Engagement Award. Run in association with the Peer Awards for Excellence. This exciting new award celebrates outstanding customer engagement. Do you have an initiative for which you would welcome some additional exposure and recognition? Submit this as an entry explaining briefly […]

The age of mobile analytics upon us

In 2002 the mobile telephone reached a critical milestone, with the number of mobile connections surpassing those of traditional landlines. A decade later and it has been predicted that the number of mobile devices in use – whether feature phones, smartphones or tablets – is to soon surpass that of living people. This, according to […]

Customer effort – help or hype?

Here is part of the executive summary of the Customer Effort – help or hype? White Paper authored by Professor Moira Clark and Andrew Bryan at Henley and commissioned by BT Effort is not new but its application to drive customer loyalty is. Customer effort research has been around since the 1940s but it wasn’t […]

B2B customer engagement rules changing

The rapid changes in customer behaviour that are revolutionising B2C customer engagement are also impacting on the B2B space and, while there are still many differences in the two engagement disciplines, there is increasing convergence.   This was one of the key themes that emerged from the Customer Engagement Network’s  B2B Customer Engagement Directors Forum […]

Retail just keeps taking the tablets

    Total retail search volumes grew 16% in the first quarter of 2013 compared with the same quarter a year earlier. In the first quarter, search volumes on tablet devices outpaced those on any other device, increasing 198% compared with growth on smartphone devices of 66%. Total search volumes grew fastest for homewares, up […]