Latest posts

Staff engagement linked to customer experiences

  There is a strong link between levels of employee engagement and the effort and commitment of employees to their company, and a consequent link with positive customer experiences, according to a research report by Temkin Group.  The report, entitled 'Employee Engagement Benchmark Study', examined the attitudes and behaviors of 2,435 US employees at for-profit […]

In-store mobile apps to take off in 2012

  While only 14% of retailers surveyed by in-store m-commerce firm AisleBuyer said they currently have a mobile application ('app') for customers' in-store use, 50% of those who do not have one said they were planning to introduce a shopping app during 2012  The survey, entitled 'Mobilizing the Store: Game-Changing Trends for 2012', found that […]

Social customer service: the digital divide

  Consumers are positively engaged and highly loyal to the brands they choose to follow and "like" on social networking sites like Facebook, Twitter, LinkedIn and others  But according to the findings of the CMO Council's 'Variance in the Social Brand Experience' study, consumers also have high expectations that social brands will offer unique experiences, […]

Outsourcing industry in India facing an uncertain future

  As the outsourcing industry enters a gloomy 2012 and the US moves to its usual pre-election jobs protection stance, consistent growth in research and development for newer innovations is the key for the Indian market to stay afloat This is the view of Keshav R. Murugesh, group chief executive officer (CEO), WNS Holdings Ltd, […]

Carbon Trust launches new tool to boost employee engagement

  The Carbon Trust is launching an online service designed to boost employee engagement with the green agenda, arguing that embracing environmental best practices could potentially save large UK businesses and public sector bodies £500m a year through energy and waste reductions alone The Carbon Trusts's  the so-called "Empower" tool can can be downloaded by […]

Telecoms giant links employee engagement to customer engagement

  High levels of employee engagement are integral to inspiring customers, delegates at the CIPD's annual conference heard from telecoms company O2 Creating  'fandom' meant customers were not merely satisfied but had an 'emotional connection' to the brand, would recommend it to others and display robust loyalty, said Nicky Brimmer, senior HR business partner at […]

Nine in ten consumers defect to another brand following poor service

  New study highlights the unforgiving nature of today's customer – and also shows that most are willing to pay more for a better customer experience New research shows that British adults are impatient when it comes to poor customer experiences. In an online survey of 2,023 British adults conducted for  RightNow by Harris Interactive, […]

Consumers seek better product detail online

  More than half of consumers (56%) check two to three web sites before purchasing an item as impulse shopping is replaced by the age of the 'information shopper' according to research  Impulsive shopping appears to be very much a thing of the past, the study conducted by Toluna for affiliate marketing network LinkShare found, […]

It’s not music to the ears of customers

  Half of Britain's shoppers have left a store because they were annoyed by the music, a new study has found A study carried out by Immedia Plc, which develops music strategies for retailers, found that High Street retailers could be inadvertently turning away shoppers because they haven't developed a suitable 'sound' for their brand. […]

Smartphone users will pay more for consistent great service

  A survey of more than 1,000 smartphone users has bought into sharp focus the importance of customer service in today's competitive service provider market  The study by SpeechCycle also uncovered significant consumer interest in using self-service mobile applications for customer care. Conducted by Echo Research, the study revealed that customers are likely to make […]