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Customer Engagement

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As a retail customer, it’s one thing to appreciate a brand. It’s another thing entirely to experience that brand deeply – beyond the tangible aspects of the products purchased.
With organisations continuing to face a tough economy and mounting competition, an increasing number of companies are taking action by fostering customer-centric cultures. The focus is on gathering, analysing and acting on the voice of the customer (VoC), to enhance customer satisfaction and ...
This week, analyst house Ovum released a report on the recent timeline changes to Facebook business pages and how one feature will change how customers interact with brands on Facebook. Customers can now send businesses private messages – enabling them to share confidential information and ask ...
Big data is fast becoming one of today’s most talked-about technology trends. Marketers are one of the professional groups who stand to gain most from these new-found capabilities to analyse data that a few years ago would have been too complex to capture and store, never mind make sense of. Behind ...
One of the biggest challenges faced by organisations today is that of listening to their customers across multiple channels. This video highlights the challenges organisations face in capturing feedback from all channels and how by not listening to the Voice of the Customer, or only listening ...
A new survey by Verint and the French Association for Customer Relationships (AFRC) found most French consumers (90 percent) are likely to tell the organisations they do business with when they experience poor service,yet almost half (41 percent) do not believe they take notice of or really care ...
We recently concluded research in Germany that found organisations strive to better understand their customers, yet more than one third of German consumers believe organisations don’t act on feedback shared.
Keep your surveys short Focus on three key areas Rotate your surveys Ask the critical question Always link the recorded call with the survey Involve the customer in your calibration process Take a risk
Research carried out for the Direct Marketing Association’s Response Management Council has found that the UK’s e-retailers are losing ‘millions of pounds’ in sales by failing to respond to customers’ online requests for product and service information.
One of the UK’s leading energy suppliers, EDF Energy, recently announced that it intends to cut its gas price by 5%. This was the first move of its kind by a major supplier, and several other companies quickly followed EDFs example, with SSE and British Gas announcing price cuts of their own. ...
As we have blogged about before, we believe this year will be all about the customer experience as companies focus on building customer loyalty in a tough economic environment. There are several key trends emerging that we think will help companies achieve this over the next twelve months:

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