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Adobe report shows tablet users most valuable online customers

  Adobe Systems' ground breaking study evaluated how purchasing behaviour is impacted by the device consumers used to visit retail websites.  In the study, one of the most comprehensive of its kind, Adobe analyzed 16.2 billion anonymous visits to the websites of more than 150 top U.S. retailers.  Results showed that, during the 2011 holiday […]

South Africa challenging India for UK contact centre offshore customers

  India's global call centre outsourcing industry is under increasing pressure from offshore competitors such as South Africa where call centres serving foreign firms are high on government's job-creation priority list    Yusuf Timol, head of economic affairs at the SA high commission in London, says:  "There  are definitely concerns in the UK around India […]

Marks & Spencer online customer feedback up more than fourfold

  Marks & Spencer (M&S) has seen a 427 per cent increase in customer feedback submitted on its website since incorporating customer reviews functionality into its post-purchase email campaigns   The retailer implemented the Bazaarvoice platform just over a year ago to enable customers to engage in authentic online conversations, deliver tangible business results and […]

Oracle puts its RightNow acquisition down to the customer experience

  Customer experience was the buzzword for Oracle as it sought to explain how its acquisition of RightNow Technologies would fit into its existing customer relationship management (CRM) and cloud computing technologies.   Oracle announced its $1.5bn acquisition of RightNow last October surprising many end users and analysts in the industry. In the past week, […]

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 […]

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 […]

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. […]

UK small businesses do not see customer engagement as a differentiator

  According to research from the Epson Business Council, only 29 percent of UK small businesses believe that customer service will be a critical market differentiator in the current climate – a minute proportion compared to businesses from the likes Spain and Italy, of which 84 percent and 77 percent believe customer service will help […]

Emerging markets more likely to use social media for customer service

The study, of consumers in the US, the UK, France and Germany as well as India, China, Brazil, and Russia by telecoms analyst company Ovum, found that 32% of consumers in emerging markets had used social media for customer service, compared to 10% in developed markets. Ovum said that while the survey of emerging markets […]

New technologies driving consumer behaviour

Helping to drive consumers' behaviour today are new technologies that allow shoppers access to near-limitless information about retailer products and services. Shoppers  – especially younger Generation Y consumers aged 20 to 30 years –  also are increasingly using social media and alternative channels to communicate with and about their retailers. Consumers now expect on-demand access […]