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Service and quality key to loyalty

Eighty-eight percent of respondents to the ClickFox survey say they’re most concerned with the quality of goods and services they purchase, and that a good experience will keep them coming back. Another 72 percent said they want a positive customer service experience. As such, marketers should focus on creating content that highlights their value propositions […]

Oracle outlines customer experience strategy

  "We've been able to pull together a portfolio of best-in-class solutions and we feel we're in a position to offer our customers a suite of applications driving customer experience," Anthony Lye, senior vice president of Oracle CRM, said. "We are [looking to make] IT enabled for line of business." Last October, Oracle bought cloud-based […]

Believable customer reviews work best

  A survey of 1,000 people has found that visible and believable reviews are vital for more than a third of shoppers looking to buy luxury goods online. Andy Mabbutt, managing director of Feefo, the online feedback specialist which commissioned the research, said: “It’s all about reassurance – both of the product and the website […]

Customer feedback vital for survival

London based marketing and sales firm Source Marketing Direct has developed a five point customer feedback strategy which it maintains will help organisations achieve the Holy Grail of retaining customers. So without further ado here is the five point plan: Ask the customer: at the point of sale ask the customer how their experience was, […]

Companies following their social customers

An increasing number of companies realise they have to be where their customers are  on social media – 61% use Facebook, 44% have a Twitter account, 30% are present on LinkedIn and 23% use YouTube. A new survey from InSites Consulting shows that companies find it very important to be present on social network sites. […]

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 […]