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Retailers Failing to Identify Most Loyal Customers

Retailers do not know who their most loyal customers are and cannot therefore know if their loyalty strategies are inspiring prolonged customer advocacy, it has been revealed in a new study. Research by Forrester Consulting on behalf of Collinson, has found...

Is ‘Customer Success’ the new Customer Experience?

There’s a lot of buzz in the B2B world about the concept Customer Success these days. I work for a company – Gainsight – that has raised over $150M to deliver a software platform originally designed specifically for CSMs (Customer...

AI Puts Power in the Hands of the Consumer

Can we foresee a world where Artificial Intelligence (AI) recommends who people should have children with, where they should live, and what their next job should be? This is not the fantasy of an over-stimulated script-writer. AI, fuelled by ever...

Service Providers Accelerate Innovation to Retain Customer Loyalty

Service providers are undoubtedly at the very heart of our increasingly hyperconnected world. In the last 20 years alone, we’ve seen an unprecedented number of innovations that have forever changed not only the way we communicate with each other, but...

Employees’ Christmas Wish-List for Bosses

Christmas may be the perfect time for gift giving, however when it comes to the workplace many bosses aren’t rewarding or recognising their employees with a token gift, according to new research. A study of 1,000 UK workers published in the Most Generous...

‘New Working Order’ Emerges From Generation Z

Generation Z is prioritising job satisfaction and working for the good of society ahead of income, according to new research. A report from smartphone manufacturer Huawei, in partnership with Chris Brauer, Director of Innovation at Goldsmiths, University of London, is based...

DTC Brands Mistaken Over Customer Friction Points

Forty percent of direct-to-consumer (DTC) brands think it’s okay to have three or more ‘friction points’ in a customer buying journey – and they could be set to fail as a result. A new report from ERP platform Brightpearl looked closely at the...

OAPs ‘Marginalised’ in Utilities Communication ‘Blackout’

Almost a fifth of pensioners are facing a communications blackout from utility companies, worrying new research has shown. Eighteen percent of elderly respondents reported no communication from utilities firms through any channels, advertising agency d.fferent found. Bright Sparks:  How Smarter Comms Can Boost...

CX ‘More Important Than Profit’, Study Shows

Customer Experience is more important to businesses than profit and revenue growth, new data has revealed. Research by Engage Hub shows over two-thirds of C-level executives interviewed see Customer Experience as a top business priority. The flagship report, The Customer-Centric Organisation,...

Business Owners and Managers: Are you Focussing on the Right Customers?

Let’s be realistic – all businesses need customers to survive and thrive; that has been the requirement since bartering first began. So, ask yourself this question: are you focussing on the right customers? This may seem like a surreal question, but is...