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Customer Engagement magazine – passionate customers needed

The latest issue of Customer Engagement magazine is out now , View, and it is packed with thought leadership articles, considered comment, expert columns and world class case studies that are designed to help you implement successful employee and customer engagement strategies. The Cover Story of this issue of Customer Engagement is all about the […]

Social, mobile, local set to explode

SoMoLo, expected to influence $628-$752 billion in retail sales by 2016, blends 3 distinct marketing variables, SO(Social), MO(Mobile) and LO(Local).  Taken individually, these elements are familiar, and are channels that most Marketers utilize regularly in campaign promotions. But implementing a strategy that intentionally combines each of the three SoMoLo variables produces outcomes far more effective […]

Waitrose and John Lewis all in one

Waitrose and John Lewis at home Ipswich opened their doors to customers today for the first time. The shops, which have created 375 new jobs in the local area, are the first Waitrose supermarket and John Lewis at home shop to open next to each other and will enable shoppers to benefit from convenient access […]

Social media engagement drives more sales

Research from LoyaltyOne, Northwestern and Ivey Business School demonstrates up to 30 percent increase in purchase behaviour from social media participants. According to LoyaltyOne, the research provides empirical proof that social media interaction between a customer and a brand drives immediate and long-term sales increases. The research constitutes a social media marketing breakthrough because it […]

Contact centres neglecting self-service channels

While self-service channels have become more prevalent in today’s contact centres, organisations aren’t measuring the cost-to-serve of these channels effectively yet. In addition, few businesses have implemented systems to gauge their customers’ experience of non-agent, self-help channels. This contradicts emerging practices that link customer satisfaction scores directly to profitability, such as the tracking of share […]

Why it still pays to advertise

Advertising is deemed to be the most important component of the promotional mix by those in the UK whose roles incorporate marketing, including the use of channels such as social media and search engine optimization (SEO). This was the finding of a study carried out by Cint undertaken to investigate people’s attitudes regarding the practice […]

Financial indicators positive for UK contact centres

New research published by ContactBabel, the contact centre industry analysts, reveals that the UK contact centre industry is shrugging off the effects of the economic downturn. "The UK Contact Centre HR & Operational Benchmarking Report (2nd edition 2012/13)", is a major study of 216 UK contact centre operations, looking in depth at salaries, attrition, absence, […]

Professional services the new growth engine. What’s your strategy?

You will learn how to: • create growth management strategies for services • achieve profitable growth through greater financial management • globalise the services organisation • bring maturity to services execution • bridge the service/sales and service/product divides Click to download the ebook   What could the most comprehensive end-to-end solution on the market do for […]

Call centre queues to be a thing of the past?

The entrepreneur behind a handy phone app which saves people being held in annoying call centre queues has launched a free service for businesses to eliminate queues and help them reduce caller abandonment by up to 90 per cent. The clever technology invented by Matt King means call service providers can reduce customer wait times […]