Latest posts

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 The […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

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 […]

Hard hit retailing sector makes customer experience the top priority

  An annual study by the National Retail Federation surveyed 247 retail executives in various sectors. Nearly 67 percent of the companies surveyed list customer satisfaction as the top initiative in 2012. Nearly 82 percent said that customer service strategies will be a top priority, up from 75 percent in 2011. In addition, 59 percent […]