Firms must “get closer to customers” if marketing is to be welcomed
Consumers see supermarkets as ‘friends’ but many major industry sectors fail to relate to customers, finds survey Read more ...

Restaurant visits can be incentivised with vouchers – but be careful about your brand
Customers may be eating out less due to the ongoing economic recession, but they are remaining loyal to the same restaurants. Additionally, customers are strongly motivated, especially in these straightened times, by the offer of money off coupons and special offers. Read more ...

Knowing your customers is vital, especially the Chinese
It is always wise to know your customers, but in tourist London these days, it would be well to know a smattering of Chinese. Read more ...

73% of consumers interested in membership packages are getting away
Half of all consumers are interested in annual membership packages, but 73% are not currently being offered any.
Read more ...

Automated phone systems biggest British frustration
It's a complaint with a familiar ring to it, and now Mintel's latest research confirms that automated telephone systems are the nation's number one financial service irritation. Read more ...

North American consumers say customer service declining
American 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.
Read more ...

British businesses still fail to deliver on time
While supermarkets are leading the way with 1-hour delivery slots the majority of home suppliers are failing to keep up in terms of speedy customer service. Read more ...

Nearly half of transactions occur within a day of email receipt
New research reveals customer response times by industry Read more ...

Tobii offers greater customer insight with new eye tracking glasses
Tobii Technology has created special glasses that track eye movements.
Read more ...

Poor customer experiences triggers switching epidemic
Nearly a quarter of UK adults switched companies in last six months
Read more ...

Firms must “get closer to customers” if marketing is to be welcomed
Consumers see supermarkets as ‘friends’ but many major industry sectors fail to relate to customers, finds survey Read more ...

Restaurant visits can be incentivised with vouchers – but be careful about your brand
Customers may be eating out less due to the ongoing economic recession, but they are remaining loyal to the same restaurants. Additionally, customers are strongly motivated, especially in these straightened times, by the offer of money off coupons and special offers. Read more ...

Knowing your customers is vital, especially the Chinese
It is always wise to know your customers, but in tourist London these days, it would be well to know a smattering of Chinese. Read more ...

73% of consumers interested in membership packages are getting away
Half of all consumers are interested in annual membership packages, but 73% are not currently being offered any.
Read more ...

Automated phone systems biggest British frustration
It's a complaint with a familiar ring to it, and now Mintel's latest research confirms that automated telephone systems are the nation's number one financial service irritation. Read more ...

North American consumers say customer service declining
American 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.
Read more ...

British businesses still fail to deliver on time
While supermarkets are leading the way with 1-hour delivery slots the majority of home suppliers are failing to keep up in terms of speedy customer service. Read more ...

Nearly half of transactions occur within a day of email receipt
New research reveals customer response times by industry Read more ...

Tobii offers greater customer insight with new eye tracking glasses
Tobii Technology has created special glasses that track eye movements.
Read more ...

Poor customer experiences triggers switching epidemic
Nearly a quarter of UK adults switched companies in last six months
Read more ...

Over £5bn worth of unclaimed rewards on loyalty cards
Average person has at least one card they have never used Read more ...

‘Saving the sale’ in store is biggest opportunity to improve customer loyalty
Survey highlights consumer expectations for cross-channel retailing
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Government ranked eleventh in customer service
Central government services outside top ten in a basket of public-facing organisations Read more ...

Toyota loyalty suffers after recalls
Car maker loses out on top spot to Japanese and US rivals Read more ...

Card incentives really do matter
Brits choose a card by rewards Read more ...

Brand loyalty down in the recession
There has been a significant decline in consumers' allegiance to their favorite brands during the past two years, a new survey has found. Read more ...

Seven key multi-channel 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 multi-channel strategies that actively seek to engage their customers in key areas such as mobile devices and social networks.
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US bank loyalty continues decline
For a fourth consecutive year, customer loyalty and perceptions of brand image among retail banking customers continue to decline, while satisfaction has leveled off, according to a new survey. Read more ...

Survey casts doubt on reward scheme effectiveness
Loyalty cards “unlikely” to affect where a customer shops Read more ...

Low prices driving retail loyalty in recession
Downturn causes change in customer preferences Read more ...