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Employee Relations Institute officially launches

An innovative new membership organisation to promote and improve employee and workplace relations in the UK was officially launched last night at the House of Commons. The Employee Relations Institute (ERI) was launched at the House of Commons at an event attended by a senior audience from government, public and private sector organisations and trade […]

Only one in five customers feel loyal to their bank

Despite the recent scandals and troubles that have engulfed the UK's financial sector, millions of customers say they still feel loyalty toward their bank, according to research among 2,000 consumers by Plastic Card Services (PCS). One out of five consumers (20%) – representing some 10 million adults – said that they still have a sense […]

Customer Experience strategic driver for business growth

Research from Oracle has revealed that customer experience is now a key driver for revenue growth in Europe, and an effective channel for brand differentiation in a globalized economy where products and services are increasingly commoditized. The research report, "Why Customer Satisfaction is No Longer Good Enough," reveals that 81% of consumers surveyed are willing […]

UK marketers are wasting £2.5bn a year

UK marketers are wasting billions of pounds by relying on gut instinct and guesswork rather than data and rational decision-making, according to a new study by marketing software firm marketing QED.  Marketers are descrtibed as raindancers rather than meteorologists.  The independent survey of 459 marketers found that according to the industry’s own estimates more than […]

The seven deadly sins of social media

Research from SAP UK & Ireland shows how social media has become a key source of information, influencing the purchasing decisions of consumers.  Just under a quarter of consumers (22%) have bought from a specific brand or retailer based on a recommendation seen on a social network. While one in eight (12%) have stopped using […]

Vendor lists its social business predictions for 2013

 1. Businesses will continue to shift investments away from Facebook and back to on-domain communities In 2013, businesses that had previously shifted marketing funds away from their traditional dot-com domain towards Facebook will reverse that trend. Research from Forrester Research, Inc., and other leading analyst firms continues to validate the need for organisations to invest […]

Confirmit CustomerSat Introduces active dashboards

Confirmit has launched Active Dashboards the latest enhancement to its Voice Of the Customer solution. Active Dashboards is designed to make it easier than ever to visualise feedback results and share VoC data across the enterprise for at a glance analysis, reporting and action management. Active Dashboards provide each employee with a personalised, interactive view […]