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Careline Services becomes HGS UK

Careline Services, the UK-based customer management outsourcing business has changed its name to Hinduja Global Solutions UK limited. The change follows the acquisition of Careline Services by HGS in June 2010.  Since then, the company has been able to leverage the global best practices, partner network and management bandwidth of HGS to expand & strengthen […]

Contact centres failing

Research from Genesys on multi-channel engagement in contact centres with 100 seats or more found that over two thirds of these contact centres now offer 'social' as a channel but only 17% had mobile customer service apps, and only 27% of the centres could seamlessly deliver the same customer experience regardless of which channel is used. […]

Employees who go the extra mile

Going the extra mile is defined as doing more without being asked. According to HR consultancy ETS, it is one of the key behaviours demonstrated by ‘engaged’ employees. Titled Getting employees to go the extra mile highlights the following as the three most significant motivators that lead to employees being more prepared to go above […]

Twitter customer power being overlooked

One customer may spend thousands of pounds with a company each year but have just a few Twitter followers, while another may spend only a small amount but have thousands of enthusiastic followers – which means that it's not always the 'best customer' that's the most influential for brands. But, despite this relatively obvious reasoning, […]

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 […]