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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 […]

Contact centre agent attrition rises for first time in three years

  Agent turnover up by almost a third and forecast to rise even higher over the next three years according to research authors ContactBabel New research published by ContactBabel, the contact centre industry analysts, reveals that the mean annual attrition rate for UK contact centre agents rose to 21% in 2011, from a 6-year low […]

Winning employee engagement strategy has huge impact on the bottom line

  Having a winning employee engagement programme helps substantially in recruiting the right type of people for Marks & Spencer and has huge implications on the bottom line, according to the retailer's HR director Speaking at London HR Connection event in the City, Tanith Dodge told the audience that engaging with staff is one of […]

New research project aims to shed light on social customer service

  Customer engagement solution provider Sword Ciboodle and customer experience advisory thinkJar have launched a joint research project to shed light on social customer service. Designed to help unlock valuable data regarding the role of social channesl in the customer engagement experience, the organisations have extended an open invitation for participation The research will help […]

Social media revolution ‘rewriting customer service rules’

  Almost half of consumers believe social media can hold brands and companies to account and businesses need new multi-channel strategies to tackle 'disconnect' with customers  Businesses must reinvent their customer service models to respond to a growing breed of 'connected customers' who use social media to comment on service, according to the Customer Contact […]

UK tops when it comes to corporate responsibility

  Nearly every Global Fortune 250 (G250) company now reports its corporate responsibility activity, with the UK topping the global ranking according to the KPMG International Survey of Corporate Responsibility Reporting 2011 In what KPMG believes to be the most comprehensive survey of corporate responsibility (CR) reporting ever published, data was analysed from 3,400 companies […]

Smartphone users will pay more for consistent great service

  A survey of more than 1,000 smartphone users has bought into sharp focus the importance of customer service in today's competitive service provider market  The study by SpeechCycle also uncovered significant consumer interest in using self-service mobile applications for customer care. Conducted by Echo Research, the study revealed that customers are likely to make […]

It’s not music to the ears of customers

  Half of Britain's shoppers have left a store because they were annoyed by the music, a new study has found A study carried out by Immedia Plc, which develops music strategies for retailers, found that High Street retailers could be inadvertently turning away shoppers because they haven't developed a suitable 'sound' for their brand. […]

Consumers seek better product detail online

  More than half of consumers (56%) check two to three web sites before purchasing an item as impulse shopping is replaced by the age of the 'information shopper' according to research  Impulsive shopping appears to be very much a thing of the past, the study conducted by Toluna for affiliate marketing network LinkShare found, […]

Nine in ten consumers defect to another brand following poor service

  New study highlights the unforgiving nature of today's customer – and also shows that most are willing to pay more for a better customer experience New research shows that British adults are impatient when it comes to poor customer experiences. In an online survey of 2,023 British adults conducted for  RightNow by Harris Interactive, […]