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Employee Engagement banana shaped at Groupon

Groupon has an annual engagement survey called Pulse, as well as monthly focus groups for staff to discuss what is working and what is not working in its benefits provision. Hailey Wojcik, HR director for Northern Europe at Groupon, said: “When employees are engaged with the process, they will be engaged with the business and […]

Global customer experience new business battleground

SDL has released a report commissioned with Forrester Consulting that explores the six disciplines that companies should follow to overcome the challenges faced when managing customer experience on a global scale. As technology enables more companies to sell to more markets more quickly, the individual customer experience becomes harder to manage. Getting the customer experience […]

B2B customer engagement at a low

That's because far too many B2B companies appeal to customers based only on price, speed, and efficiency. While those factors matter, they won't differentiate a company from its competitors. Gallup works with B2B companies around the world in many industries, from financial services to specialty manufacturing. Gallup research has identified the key factors relevant to […]

CEM gains traction as business differentiator

CEM concerns have risen to near the top of the priority lists of communications service providers. What many have considered an operational backwater in recent years has become a central focus as competition increases and things like churn, retention and loyalty take centre stage. The reason is the need to provide differentiated value based on […]

Just one in ten customers always complain

New research shows that a massive 91% of people in the UK don’t always complain about bad service and yet 51% don’t expect the service to improve if they don’t speak up. The result, says the company behind the survey, is that Brits are getting exactly what they deserve – bad service with little hope […]