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Employee Satisfaction Is Key to Providing a Good Customer Experience

A good customer experience means different things to all of us, but I’d suggest that there is one thing in common – a customer service agent that really delivered, whether that’s going the extra mile to resolve a problem or...

Mutuals and Challenger Banks Have the Best Reputations

Nationwide Building Society, Virgin Money and Santander top the UK RepTrak® ranking of retail banks’ reputations amongst the UK general public, Reputation Institute announced today, based on more than 1,200 interviews conducted in the first quarter of 2016 among members...

Brave New World: Four Ways to Tackle Ad Blocking in the Age of Consumer Choice

If 2015 was the year ad blocking got its foothold, 2016 is looking like the year everybody’s taking advantage of the technology. Barely a week goes by without a fresh news cycle about the challenges posed to the media and...

Luxury Brands’ Email Marketing is “not Luxurious Enough”

Customers demand a more personalised and targeted email from luxury brands The Dawn of Luxury CRM: Email do’s and don’ts study which was produced by customer engagement specialists ContactLab in conjunction with Exane BNP Paribas, revealed how luxury brands can better...

Google Voted Most Popular Employer in the UK by Undergraduates

For the second year in a row, Google has been voted by undergraduates as the most popular graduate employer in a record poll of 52,000 undergraduates conducted by international research firm trendence. The full list of the 300 most popular graduate...

Recognition as the Ultimate Motivator

You don’t have to be a rocket scientist to realise that recognising hard work and individual achievement is a huge motivator for employees to ‘go the extra mile’. It’s also entirely logical that a public accolade provides a unique opportunity...

Almost Half of All UK Ecommerce Transactions Now Take Place on Mobile

Criteo, the performance marketing technology company, today reveals that almost half (48.9 percent) of all UK eCommerce transactions now take place on mobile devices, up six percent year-on-year. Criteo’s new UK mobile commerce findings – part of the company’s study of...

Pros and Cons of Flexible Working, UK Employees’ Favourite Perk

Flexible working proves to a popular employee incentive, with 35% of the public selecting it as their favourite perk But one in three also worry that remote working could damage the traditional office environment For Flexible Working Awareness Day, Direct365 urges employers...

‘Kayo’ to ‘Kayla’: Quarter of Ethnic, Female Execs Forced to Change Their Name

A quarter (23%) of professional women in the UK with ‘non-white’ sounding names have changed their name to sound more ‘traditionally-British’ in order to get a job, according to a study by Nottx.com, the UK’s only ‘name-blind’ headhunting platform. It is...

6 Steps to Success with Employee Engagement Surveys, Part 2

by Richard Lambert, Morale Solutions Ltd for Customer Experience Magazine In the first part of Richard’s article published yesterday, we shared the first three elements of his model for making a successful employee engagement survey. In today’s article, we share the...