Latest posts

Customer experience is retail king this Xmas

A survey from Emailvision and YouGov finds that the consumer's shopping experience both online and in-store will make all the difference to where they shop.  More than half of adults online (53%) admit that their online and in-store experiences with brands are likely to affect who they choose to shop with for gifts and presents […]

Employee engagement down to everybody says Archie Norman

Speaking at the Engage for Success event in London the day before the Customer Engagement Network Summit, Archie Norman chairman of ITV, ex-MP and former CEO of Asda, told delegates that employee engagement should not be thought of as simply an HR activity, but that everyone, from line managers to CEOs, should be involved. The […]

Agility and service the keys to SME success

Business software and services company Sage, today revealed insights from its recent Business Index study showing that despite UK business confidence recording the highest level since 2008, the majority (69%) of respondents felt that the current economic climate made it harder for small businesses and startups to compete with bigger, more established companies.  While only […]

New guide to improving employee engagement

Th guide aims to help organisations work with managers to ensure reward and benefits better support employee engagement, improve organisational performance and deliver return on investment. The guide builds on the ideas of Engage for Success, the new movement led by David MacLeod and Nita Clarke, co-authors of the government’s review on employee engagement, which aims […]

Social media big for marketing – small for customer service

According to a recent survey from SAP and Social Media Today a huge share of companies, 41.2 percent, use social media to answer five percent of their customer service issues or less. Not even a fifth of the companies surveyed -17.7 percent – said they use social media to address a quarter or more of […]

Healthcare organisations back employee engagement initiative

Healthcare organisations have joined a government backed push to improve the engagement of employees in the United Kingdom to increase productivity and create a working environment that favours innovation. Fully engaged employees help drive measurable improvement in performance, creativity, and innovation, concludes a report that was issued to coincide with the first major push of […]

Employee and Customer Engagement Directors Forum – December 5

The stage will be set with an opening keynote from Jonathan Austin, founder of Best Companies and the man behind the influential Sunday Times Best Places To Work programme – he will be followed by Tanith Dodge, HR director at M&S and a key member of the Government backed Engage For Success Task Force set […]

The business benefits of employee engagement

According to  new research companies that excel at employee recognition are 12 times more likely to generate strong business results than those that do not. In companies focused on rewarding their workers, employee engagement, productivity and customer service were about 14% better than in those that skimp on recognition, the study found. The study was conducted […]

Want happy customers – send them a letter

A new survey conducted by Pitney Bowes has revealed that as far as customer satisfaction is concerned, social media has a long way to go before it catches up with the more traditional forms of communicating. Since customer queries often involve resolving a difficulty, it is vital that businesses handle these queries swiftly and intelligently […]

Customer Engagement Summit, 27th November 2012

From the organisers of the hugely successful Directors Forums series and the Customer Engagement Network a Summit providing customer engagement and employee engagement insights and solutions across all channels. Delegates will benefit from a heady mix of world class case studies, keynote presentations from global experts, focused streams and high level networking opportunities, including a […]