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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 […]

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 […]

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, […]

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, […]

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 […]

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 […]

Facebook and twitter to become dominant channels for customer service

  More than three in four consumers believe that social media platforms will soon either completely replace other means of customer service or at least become the main way of contacting companies, according to new study  The survey report, entitled 'The Consequences of Ignoring Your Customers', examined consumer expectations about social media, and followed earlier […]

Customer communication trends for 2012

  The consumer revolution is in full swing, and customers dictate not only the channels they use to communicate with brands but also the quality of service that will convince them to stay loyal, according to Mark Brown, managing director of contact centres and loyalty for Arvato UK  The company warns that, as brands continue […]

Two in three customers give thumbs up to in-store mobile technology

  According to a recent study by Motorola Solutions, 67% of shoppers agree that mobile and in-store technology enhances their shopping experience  Mobile websites, self-checkout payment lanes, self-service price checkers, and easy-to-access product information, available through QR codes or mobile sites are the most helpful technologies to consumers. Here are some of the most interesting […]

Social media and cloud computing dominate analyst 2012 predictions

  Cloud computing and social media will continue to provide industries with new avenues for effective customer communication and engagement, facilitating increased revenue and sustainable interaction with key customers Analyst Gartner has revealed its top predictions for IT organisations and users for 2012 and beyond. Analysts said that the predictions herald changes in control for […]