Latest posts

Employee engagement gets a university first

At Kent Business School, Professor Katie Truss, Director of Studies, Postgraduate Certificate in Employee Engagement says, “I know from talking with Employee Engagement Managers during our recent government-funded seminar series (click here [1]for more details) on employee engagement at the University of Kent that there is a lot of demand for a course that introduces […]

Only one in ten companies measure customer experience effectively

A new report from Temkin Group finds that only 10 percent of firms have good customer experience metrics programmes.  Temkin, a customer experience research and consulting firm, surveyed more than 200 customer metrics programmes in large organisations. Through a self-assessment questionnaire, Temkin found that only 41 percent of executives look at customer experience metrics more […]

Banks have ‘until the summer to start treating customers better’ or else!

Martin Wheatley, managing director of the Financial Services Authority (FSA), said banks were still not "fully engaged" in providing top quality core services and were making it harder to restore public trust after being bailed out by taxpayers. "We wrote to all banks in January to encourage a more proactive approach," Wheatley said. He added […]

How do your customer management strategies stack up?

A major research initiative is underway to understand how UK companies are planning to create – and pay for – the customer management infrastructures that will be needed to meet their customers’ future demands for accessible, multi-channel services.   “We’re undertaking a comprehensive research study across the UK that will help customer management decision makers […]

Employee recognition programmes translate into improved performance

The study report, entitled Sales Performance Management 2012', from Aberdeen Group and the Incentive Research Foundation (IRF). highlighted the importance of rewards and recognition as a vital component of employee compensation and noted the competitive advantages that companies gain by outsourcing the design and implementation of such programmes. This article is copyright 2012 TheWiseMarketer.com). The […]

Employee recognition programmes translate into improved performance

The study report, entitled Sales Performance Management 2012', from Aberdeen Group and the Incentive Research Foundation (IRF). highlighted the importance of rewards and recognition as a vital component of employee compensation and noted the competitive advantages that companies gain by outsourcing the design and implementation of such programmes. This article is copyright 2012 TheWiseMarketer.com). The […]

Mobile apps linked direct to contact centre agents via a smart button

Genesys Mobile Engagement enables businesses to overcome today's isolated mobile application experience by empowering customers that need live support to quickly engage customer service agents or specialised knowledge workers, such as personal bankers or travel agents. The new solution provides increased context to highly personalize the mobile customer experience and empower agents with information to […]

HP getting on the social customer bandwagon

Facebook, Twitter and other social networks have changed consumer behaviour while adding a layer of complexity to the company-customer relationship. Traditional CRM programs and architectures, designed prior to the emergence of social networks, hinder organizations from leveraging these outlets to develop strategies and create a framework for expansion. The new HP Social Enterprise Services help […]