Moments of Truth from Successful Voice of the Customer Programmes
Complimentary 60-Minute Webinar
Thursday, 24 February 2:00 PM GMT / 9:00 AM Eastern
With more access to information, increasing sensitivity to price, and decreased reliance on traditional marketing, customers are harder to win and keep. Join executive speakers from Experian, Customer Engagement Club, and Satmetrix for a roundtable discussion on strategies business leaders should adopt to deliver best-in-class Voice of the Customer (VoC) programmes that increase loyalty, drive operational improvements, and deliver profitable growth
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Will London be ready for customers in 2012?
While controversy still rages over the Commonwealth Games currently being staged in Delhi concerns are being raised about whether service levels in the UK will be up to scratch for the London 2012 Olympics and the long term damage it could do to the economy

Customers want to cross the channel(s)
New research shows the majority of UK consumers demand better cross channel integration from customer service companies

New Metro bank commits to customer service
The inside of the first new bank in London for almost a century and a half looks more like a hotel reception than a banking hall. The first branch of Metro Bank has opened in London’s Holborn this week with a commitment to customer service 

Delighting customers and engaging employees pay dividends
Satmetrix, held its fourth European Net Promoter Conference in London this month. Over 250 senior executives attended from all corners of the globe. Brands such as Belron (Autoglass), Dell, Experian, O2, Sony and Verizon were in attendance and presented successful case studies to the captive audience.

Emergency budget and what it means

The Chancellor’s emergency budget has sent shock waves through the country, especially those in the public sector and there is more to come this autumn. Most agree that any consumer led recovery will be fragile – but what impact will it have on the workforce?

Poor customer experiences trigger switching epidemic

New study shows that almost one in four UK adults have ‘switched’ in the past six months and that billions of pounds are being ‘wasted’ attracting new customers rather than keeping existing ones happy 

The link between profits and customer experience exposed!

New mid-summer book launch offers Customer Engagement Club members a guide for corporate profitability through customer experience delivery

Do you work for one of the best employers in Britain?

Britain's best employers have been revealed - but what separates a great place to work from the rest

Big brands failing their multi-channel customers

UK organisations, including top brands and local government, have hit rock bottom in their delivery of multi-channel customer service.

CIPD launches World Cup absence guidance

Nine out of ten employers have no plans in place to help manage staff absence during the forthcoming World Cup, according to a poll by the Chartered Institute of Personnel and Development).

Creating breakthrough customer experiences

Why do more and more companies treat customer experience as a key differentiator? And why are more enterprises appointing chief customer officers to lead cultural transformations?

Secret seven key strategies for improved customer engagement 

While organisations are often quick to promote their online capabilities and highlight their customer loyalty, only a few seriously pursue strategies that actively seek to engage their customers in key areas such as mobile devices and social networks.

Three steps to a successful CRM strategy

Building a customer relationship management (CRM) strategy is a unique process for each organisation that nevertheless should always involve three key steps, according to analyst Gartner...

The Three Pillers to excellent customer service - the American Express vision

The financial giant renews its global approach to customer service in its quest to become “the most respected service brand in the world...

Customer service tops for insurance sector

A global insurance industry survey that highlights emerging priorities for companies in this market. The top two priorities for recovery were to improve customer service and operational efficiency...

How the Football League is engaging its 'customers'

** EXCLUSIVE ** How the Football League is leading the way in using the fan experience to deliver impressive results...

John Lewis proof of the customer survice excellence pudding

Staff at customer - both internal and external - service leader John Lewis will all get a bonus of 15 per cent of their salaries...

Facebook moves towards global domination - but not quite

The increasingly ubiquitous – and sometimes deadly – social network will be top of the pile in all but 25 countries globally...

The economic necessity of customer service

Five recession-busting strategies to cut service costs and grow sales...

Google continues inexorable rise to the top 

The latest global survey on the power of brands sees the increasingly ubiquitous US giant move into second place behind Wal Mart...

Has Toyota lost its way?

As Toyota’s troubles continue to pile up and customers desert the car giant in droves  John Seddon asks if it’s too late to turn things around... 

Estate agents are OK these days

Britain's housing market needs a shake-up to give the public a better deal but there is no requirement for better regulation of estate agents says the Office for Fair Trading...

Customer engagement key to brand survival

Customer engagement, having been a rapidly growing hot topic in loyalty marketing circles for the past few years, has become...

Customer engagement strategies key to success

Customer service joined up thinking identified as the key area that will help businesses succeed in the year ahead...

Traditional CRM failing to deliver on customer engagement

New international survey  finds most organisations see customer experience improvement as highly desirable, but...

Football clubs get in the family way

Family Excellence Awards continue to gain credibility and recognition as more families attend football league matches...

Toyota's troubles continue as flagship model recalled

Problems mount for the world’s leading car manufacturer as it stands accused of taking its customers for granted...

CRM weather the recession well say analysis

Customer relationship management is weathering the economic downturn better than many other enterprise software applications, according to...

Online customer service 

How one company supports 2 million customers with just six people...

The economic necessity of customer service

Five recession-busting strategies to cut service costs and grow sales...

Institute of Customer Service looks to a new beginning

This year’s largest UK customer service conference will take place in London in the Spring with a star studded line up of speakers...

Cost of poor customer service hits the boardroom

A new study into the economic impact of customer engagement will concentrate the minds if nothing else will...

Old fashioned way wins the day

Discounts and promotions still key factors when it comes to connecting brands with customers...

Effective Customer Management - Key to Success

In the current economic climate the ‘value exchange’ relationship is pivotal ....