Latest posts

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 […]

Apple tops on product and service

The goal of the Supply Chain Top 25 research initiative is to raise awareness of the supply chain discipline and how it impacts the business. "Last year, we noted that companies were starting to invest in resources and assets again, reflecting a newly recovering economy," said Debra Hofman, managing vice president at Gartner. "This year, […]

Engage employees to power the brand

Calling on companies to "awaken the sleeping giant" of employee engagement in order to "catalyse their brand," the Performance Improvement Council (PIC) of the Incentive Marketing Association (IMA) highlights the strong connection between engaging employees and strengthening the power of the brand in a white paper entitled, Employee Engagement and Its Impact on Brand Value. […]

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 […]

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 […]

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, […]

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 […]

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 […]

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 […]

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 […]