Latest posts

Customers loyal to mobile operators

The study from Ipsos MORI and The Logic Group found that mobile operators have stolen a march on fashion/clothes shops, bars/pubs/clubs, petrol stations and restaurants/cafes/coffee shops in garnering the loyalty of 53% of the British population. This article is copyright 2012 However, despite the high levels of loyalty in the sector only 17% Brits […]

Employees key to customer spending

Research from customer insight agency SMG , which surveyed over 100,000 UK retail and leisure customers in 2011, found that the average spend jumps from £23.36 per person by those who do not receive assistance, to £32.47 for those that are helped by staff. SMG has found that British retailers are missing out on as […]

Financial services the multichannel leaders

 Pitney Bowes Software  a global leader in customer data, analytics, communication software and services, reveals through a study of large B2C organisations in the Financial Services, Telecoms and Utilities sectors, that there are tangible differences between industries when it comes to multichannel marketing.  As such, customers are being lost through fragmented and inconsistent communications and […]

Shoppers think their feedback is pointless

  Despite high levels of engagement, a study of big box retail consumers reveals that only two in five consumers believe retailers value their input and only 29 percent believe it is acted upon. Empathica’s Consumer Insights Panel survey of more than 6,500 consumers found that despite a high desire to provide feedback, consumers are […]

Recognition key to employee engagement

New data suggests that employers that fail to incorporate employee recognition in the workplace are ignoring the opportunity to retain top talent and build employee engagement, which negatively affects business success. The Achievers data comes from "The State of Employee Recognition in 2012" report from Bersin & Associates, a membership-based company empowering human resources, talent […]

M&S the greenest of retailers

A report from the iconic  high-street brand shows all operated stores, offices, warehouses and delivery fleets in the UK and Ireland have been certified as being carbon neutral. This means the retailer has been removing as much carbon emissions from the atmosphere as it puts in by improving its energy efficiency and buying carbon offsets. […]

Online customer service critical factor

As part of its Online Shopping Customer Experience study, market research firm comScore found that customer service is a critical consideration for consumers looking to buy online. Thirty-six percent of the more than 3,100 respondents said the availability of live customer service is a major consideration in where they shop, and comScore noted that website […]

For multichannel read omnichannel

A new whitepaper Omnichannel Loyalty – Designing the Ultimate Customer Experience, explores the need for marketers and businesses to interact with and engage their customers at the earliest stages of the transaction process and through all channels in a seamless and simultaneous manner.   According to Kobie Marketing omnichannel loyalty (OCL) is the next evolution […]

Mind the customer experience gap

 Even though almost all organisations understand the critical impact customer experience has on their businesses hardly any believe themselves to be leading lights in the field according to a survey from marketing firm infusion and BPM expert Pegasystems.  The survey report, entitled 'Designing and Managing Customer Experiences for Improved Brand Performance', found that although 95% […]

Companies deaf to social service complaints

Over a quarter (26%) of Brits are complaining more now they can use social media to communicate with companies – but organisations simply aren’t listening. 17.5% of their complaints are left unanswered and an enormous 83% of those who have complained are unhappy with the response they received.  These are the headline findings of the […]