Latest posts

Social media and the contact centre – the challenges and how to meet them

Social media is currently generating considerable buzz within the contact centre space as a new and very different communication channel. However, most firms are still trying to figure out how best to interact with customers via this medium. Critical themes to consider for social media deployment include: enabling social media in customer care, deploying home […]

Bring Your Own Device new frontline for employee engagement

  A major survey, which gathered the attitudes and opinions of over 100 business leaders attending Unified Communications Expo, found the main reason employees want to use their own device for work – such as a laptop, tablet or smartphone – is because it is more convenient to use the same device for both personal […]

UK customers are fifth happiest in world – second happiest in Europe!

  A new worldwide Customer Satisfaction Index suggests that UK customers are the fifth happiest globally, and second European wide, with the service they receive, with an 83% satisfaction rating. The happiest customers in the world are in Australia and Canada and the happiest in Europe are in Germany!   Soctware company Zendesk creates the […]

Significance of customer comments on social media not being recognised

  An online survey conducted reveals that around half (48%) of middle managers and above from UK companies that have a social media presence are failing to recognise how significant customer comments on social media sites are to the perception of their company or brand The survey by YouGov on behalf of Interactive Intelligence, which […]

Has online retail reached saturation point?

  The unparalleled growth of online shopping over much of the last decade appears to be starting to level off as the internet has matured as a purchasing channel and emerged the centrepiece of an established multi-channel retail mix, according to the latest Transactis Home Shopping Index report  The five-year rolling index, which is based […]

TalkTalk fails the customer Walk Walk

  Customer losses at the broadband supplier TalkTalk were worse than expected, down 43,000 in the three months to the end of September as its customer service offering effectively imploded But the turn-around strategy is "well on track", its chief executive Dido Harding said yesterday.  Ms Harding pointed out that earnings were up 36 per […]

Brands finally starting to ‘get’ social engagement

  ComBlu's third annual study of online community performance, member engagement and social media integration of top US brands shows some progress in social engagement, but there is still an alarming lack of adoption of key practices  The "State of Online Branded Communities" found that the number of brands that implement a cohesive approach to […]

Customer engagement the key challenge for the retail sector in 2012

  Customer engagement will rule the retail sector in 2012 as retailers wrestle with ever increasing amounts of customer data gathered across a proliferation of channels   This is one of the key findings of a survey of retail executives conducted by the National Retail Federation (NRF) Foundation and tax and advisory firm KPMG LLP. […]

B2B and social business – six laws companies should follow

  New Business Strategies, a strategic marketing consultancy says there are six laws companies should embrace to drive better ROI from their social business strategies     As uncertainty continues in the economy, winning new revenue is increasingly challenging. How B2B companies purchase their direct and indirect goods and services has changed. For vendors selling […]

Companies to boost digital marketing budgets

  UK companies report that they will continue to invest heavily in online marketing channels and associated technology during 2012 as the digital economy goes from strength to strength,   The research from Econsultancy and Experian Marketing Services noted a continued shift of marketers' focus toward online channels, with more than two-thirds (68%) of companies […]