Here at the Customer Engagement Club we are building the largest and most influential global community of senior executives looking  to implement strategies that build consistent, relevant and mutually beneficial relationships with their customers across all channels.
I invite you to  Join our Club  and community.

Steve Hurst, Editorial Director, steve@ictcomms.com

Starbucks wakes up and smells the social media and mobile coffee
Starbucks' technology investments and its use of social and digital media channels are "increasing and becoming a significant competitive advantage," said Howard Schultz, the chain's founder, chairman, president and CEO.

Social Media & Mobile Engagement Directors Forum, 3rd March, Gallup Conference Centre, London
'How to create strategies and operations for social media and mobile devices which drive business performance and improve customer and employee engagement'. Speakers include: Facebook, Linkedin, Course Director for Social Media at Chartered Institute of Marketing, Gallup Consulting, Case studies: Eptica/Facebook, Nectar, Barclays, Sony. Free to attend for customer engagement and employee engagement professionals.
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The nation’s favourite retailer goes the Spa way
John Lewis, the retailer that always comes tops for customer service is adding further lustre to its reputation with the launch of new in-store beauty spa concept and commitment to investing in existing shops

Call centre jobs go from Teeside to the Philippines
The first of about 550 workers at call centre operator Firstsource losing their jobs as the outsourcer moves work to the Philippines will leave the company next week

CIPD says employee engagement must stay top of the agenda
Reducing emphasis on employee engagement because of the economic climate would be "fatal" for organisations, says the Chartered Institute of Personnel and Development

LinkedIn leading a new dotcom style boom - but will it bust this time?
More than a decade after the dotcom crash of 2000, investor enthusiasm for technology stocks is booming once again but a decade on does it make more sense?

Companies need improved B2B customer engagement strategies
Business-to-business organisations realise that the majority of their new sales come from existing customers. Yet, with only half of those polled having a department whose primary focus is loyalty, the need to integrate customer retention into a company’s business strategy is apparent

B2B Customer Engagement, Directors Forum - 11th May 2011, London
Programme to include: Best practice, latest insights, Case studies, Sodexo, TNT, LLoyds, Panel debate
Registration now open

Social media customer engagement is moving the goalposts
Industry commentator Investis has altered its corporate website ranking as of the last quarter of 2010 in order to give more weighting to how effectively companies are using social media.

Poor employee engagement damaging to organisations
A lack of employee engagement could damage organisations during the economic recovery according to a the Institute for Employment Studies.

FEATURE:Customer satisfaction with public services improves
The latest UKCSI index shows across the board improvements in customer satisfaction but consumers fear impact of spending cuts on public sector services – and yes John Lewis and Waitrose are still tops for service

Social media and mobile customer engagement coming of age
The fifth annual Customer Engagement Report produced by Econsultancy in association with cScape shows more than half of companies are looking to invest in social media as a customer service channel while three in four are investing in the mobile channel

FEATURE: Social customer engagement - where are you on the journey?
Jacob Morgan of the Chess Media Group outlines the four key social customer engagement scenarios and explains how to evolve through them

FEATURE: Mobile loyalty could be a ‘game changer’ for retailers
With smartphones proliferating and customers using them to gather information, compare prices, place orders and redeem offers, customer expectations are starting to run far ahead of many retailers’ capabilities  

World first for B2B customer engagement
The world’s first global benchmarking study of business-to-business customer experience management provides insights on the growing role of customer experience in corporations