Northern Ireland consumers wary of mobile transactions
Consumers worldwide are embracing the freedom and opportunities presented by mobile banking and shopping, but those in Northern Ireland have been slower to accept the idea of mobile based transactions, a report has claimed.

More than one in two broadband customers have switched

More than half of broadband internet customers have switched providers at some point, according to research by call centre and customer service specialist Orchid Consulting, which suggests that the industry's churn figure may be significantly higher than previously thought. 
 

Customers explain how marketing should really work

More than half of US and UK consumers' e-mails would be opened and read if marketers would demonstrate that they knew the consumer, and a large segment of consumers would be more likely to subscribe to e-mails be and more tolerant of message frequency if marketers demonstrated knowledge of their preferences, according to research by e-Dialog

Customers want value - and to be valued

There is a new focus through consumers hungry for value in all its forms, according to Convergys’ recently completed 2010 Consumer Scorecard Research study. 

More than half broadband customers have switched providers

A new research report reveals that more than one in two broadband customers have switched suppliers at some point, a significantly higher figure than was previously thought.

Loyalty credit cards heading down the fees route

Consumers are actively seeking more benefits and rewards from loyalty-based credit cards, according to a new 'Cardbeat' study from Auriemma Consulting Group), which found that consumers are increasingly likely to carry a rewards credit card, even if they have to pay fees for the privilege.

Consumers say customer service has declined

US and Canadian consumers believe that customer service is suffering in today's economy, according to a survey of 13,000 shoppers by customer experience management (CEM) firm, Empathica.

Consumer brand loyalty still failing

There has been a significant decline in consumers' allegiance to their favourite brands during the past two years, according to a comScore study of brand loyalty to consumer goods products.

Customers becoming rational rather than loyal

The recession has fundamentally changed consumers' attitudes and spending behaviour, according to a survey jointly conducted by American Express and LoyaltyOne

Retail customer loyalty not just about a card

Most British shoppers (93%) said they would not stop shopping with a retailer if it dropped its loyalty card programme, and only 17% of shoppers said they currently choose where to shop based on their participation in loyalty schemes, according to a report on loyalty schemes by YouGov SixthSense.

Gordon Brown the Volvo of UK politics

 Gordon Brown has been voted the ‘Volvo of UK politics’ according to an independent poll conducted on behalf of brand consultants New Brand Tribalism (NBT).

Huge disconnect between what customers want and what they get 

Survey of 16 countries shows companies face increasing customer service challenges from lack of cross channel communications

UK becomes a nation of complainers

Contrary to the stereotype of the stoical Brit, three quarters (75%) of UK consumers complain when encountering a problem with goods or services, according to new figures from the UK Customer Satisfaction Index (UKCSI) from the Institute of Customer Service...

How to use customer feedback to win trust back

With the recent failures of big financial institutions, consumers have been left wondering exactly who they can trust with their money...

Poor customer service hits Asian businesses hard

Singapore loses US$374 million a year from bad customer service, and telcos, financial services and utilities were cited as the industries with the...

Consumers demand greater value and service

Instead of demanding lower prices, the recession has encouraged consumers to instead demand greater value for money, according to a study by Convergys...

Customer engagement goes all tribal

New Brand Tribalism launches with the mantra of helping brands create competitive advantage and improve business performance...

Smartphone customers are rewriting the rules of customer engagement

As more and more mobile telecoms customers switch to smartphones, many retailers are having to adjust their 'sales experience' to address the specific needs...

Engaged customers for life...priceless!

Larry Hochman author of a new book on the changing relationship between organisations and their customers looks at ...

Customer service key word of mouth driver

More than four in five tell their friends, family and colleagues about their good and bad customer experiences...

Emotional customer connections create more value

Various forces have combined to change the marketing landscape in recent years, including the worst recession since the 1930s...

UK consumers not revolting enough

While 2009 will be remembered as the year in which consumers tried to tighten their belts, research has found that nearly 20 million UK consumers haven't ...

US Retailers turn to social media, video and speed

While online spending in the UK goes from strength to strength things are different in the US...

UK rail customers not getting value for money

Fewer than half of rail passengers say the price they pay to travel represents value for money...

Less than one in ten customers feel valued by organisations

New research shows that vast majority of customers do not feel valued after dealing with company call centres...

Consumers more engaged by machines than by agents

Consumers rate automated telephone customer service more highly than live agents for certain...

Poor customer service blamed for customer switching

Marketing guru Merlin Stone points to poor customer service costing organisations more than £3billion over the period...

UK shoppers are Europe's most price conscious

The British are Europe's most discerning shoppers when it comes to getting the best deal...

Revealed: relationships between UK’s top ten brands and their customers

Direct marketing agency, Targetbase Claydon Heeley has announced the findings of an extensive Customer Engagement Survey.  The survey, undertaken through...

Sir Richard Branson voted UK's top ambassador for customer service

‘People’s champion’ Sir Richard Branson is Britain’s best ambassador of customer service, according to a poll of experts...

Customers lose out to banks

Banks win a two-year court battle over overdraft charges dealing a blow to hundreds of thousands of customers seeking to claim back billions of pounds...

Mobile phone companies need to get up close and personal with customers  

Mobile phone service providers need to understand consumers on a more personal level  and adjust their customer engagement plans accordingly, according to...

Loyalty - what it means to customers and why they should pay attention

Most people would agree ­­­­­­­that loyalty is a good thing; whether in terms of inter-personal relationships, or in the choices we make about who we do business with...

Improvements in customer experience via social media

Case study of Infusionsoft's marketing automation software aiming to revolutionise the way SME's operate...