Customer Engagement

UK 'big six' energy companies losing customers

The BBC reported today that Britain's big six energy companies are continuing to lose market share to smaller independent suppliers. What does this mean for customer experience in the industry?
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Written by Martin Calvert on 08 September 2014 at 13:16
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Which bank should UK customers switch to?

New regulations mean that UK banks must make switching easier so the heat is on for banks to treat customers better. Which bank should you switch to?
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Written by Martin Calvert on 20 June 2014 at 11:15
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Amazon, Customer Experience and Brand Guardians

In this blog post we take a look at Amazon's significant investment in 70,000 US seasonal workers and the importance of front line staff as 'brand guardians'.
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Written by Martin Calvert on 09 October 2013 at 10:00
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Is social media the customer feedback channel of last resort?

Complaints on social media are a headache for B2C and B2B companies alike. Do integrated customer experience management programmes hold the solution?
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Written by Martin Calvert on 10 September 2013 at 11:26
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What is the difference between CRM and VoC?

Dr Nigel Martin discusses the crucial difference between CRM and VoC (Voice of the Customer) software and how these systems can shape your customer engagement.
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Written by Nigel Martin on 30 May 2013 at 11:00
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