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20 FEBRUARY 2019

 

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article thumbnail Thursday, 31 January 2019

UK utility companies criticised for lack of communication
Consumers want new breed for better experience
While utility companies have greater access to consumers than ever before, the majority of UK customers still feel they are being left in the dark, according to research, both about day to day issues, and in times of crisis. Read more ...

 
     

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GDPR and Loyalty - a marriage made in heaven?
Simon Hinks, director, Parallel Marketing assesses data regulation as an opportunity

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article thumbnail News - Customer InsightThursday, 14 February 2019

Customers expecting more than they are receiving
Why can't companies be more Google?

Customer service expectations are being raised with the development of artificial intelligence applications. So much so that companies are being pressed to provide ‘SuperService” according to a new report.
Read more ...

article thumbnail News - Customer InsightTuesday, 12 February 2019

What brands do students admire most?
CSR raised in importance
It will all change when they reach the big world of work, but for students, the brands that are most admired for a range of factors including quality, innovation, inspring content, environmental footprint and impact on society are …… Read more ...

article thumbnail News - Customer InsightThursday, 31 January 2019

Marketers underestimating how loyal consumers are
Retail and fashion the biggest offenders

Marketers are not even close to understanding what makes consumers loyal to fashion and  retail brands. Read more ...

article thumbnail News - Customer InsightFriday, 18 January 2019

New leaders emerging in customer loyalty says MIT Sloan review
Businesses should learn from complaints
$3.4 billion invested in AI


Businesses should be encouraging customers to complain, and they should be ready and willing to resolve complaints before word-of-mouth criticism does significant damage. Read more ...

article thumbnail News - Customer InsightWednesday, 19 December 2018

People will pay 22% more if the company has a good reputation
Social and environmental conscience, support of good causes, positive work environment, good leadership all create highly valuable brand appeal

Reputation counts in retail to such an extent, that people will pay almost a quarter more to buy their products. This is the result of a study by the University of Technology in Sydney. Read more ...

article thumbnail News - Customer InsightMonday, 26 November 2018

Food information exchange leads to greater customer loyalty
New report focuses on importance of transparency
Information about food items leads to greater customer loyalty. Read more ...

article thumbnail News - Customer InsightFriday, 16 November 2018

Its official, all that brand-building is worth it
Over half of those surveyed say they will pay more for a well-known name
List of top products chosen by brand
List of top brands bought by name

All that money spent on advertising, sponsorship and brand-building is worth it, according to a new survey. Consumers buy from the brands they love, and brand profile is crucial to maintain position. Read more ...

article thumbnail News - Customer InsightWednesday, 07 November 2018

Companies not listening to the voice of the customer

Three quarters (78%) of brands now measure customer satisfaction, but most admit that all the talk about the Voice of the Customer (VoC is little more than lip service. Read more ...

article thumbnail News - Customer InsightTuesday, 30 October 2018

SPECIAL REPORT
Almost all shoppers now buy online at some point
Free shipping more important than fast shipping

The extraordinary finding has emerged from a study  that 94% of all global consumers now shop online at some level. The 2018 Global Ecommerce Study  found that  35% of these online shoppers are making at least one purchase per week. Research from four separate studies contained in this report. Read more ...

article thumbnail News - Customer InsightWednesday, 24 October 2018

Bots low down the list for consumer frustrations
Other bad call centre practices loathed much more

There are many frustrations greater than a bot. This is the chief finding of research from Genesys, which claims poor customer service was a much greater irritation. Read more ...

News - Customer Insight
Customers expecting more than they are receiving
Administrator - Thursday, 14 February 2019

News - Customer Insight
What brands do students admire most?
Administrator - Tuesday, 12 February 2019

News - Customer Insight
Marketers underestimating how loyal consumers are
Administrator - Thursday, 31 January 2019

News - Customer Insight
Marketers underestimating how loyal consumers are
Administrator - Thursday, 31 January 2019

News - Customer Insight
New leaders emerging in customer loyalty says MIT Sloan review
Administrator - Friday, 18 January 2019

News - Customer Insight
What brands do students admire most?
Administrator - Tuesday, 12 February 2019

News - Customer Insight
Customers expecting more than they are receiving
Administrator - Thursday, 14 February 2019

article thumbnail News - Customer InsightThursday, 14 February 2019

Customers expecting more than they are receiving
Why can't companies be more Google?

Customer service expectations are being raised with the development of artificial intelligence applications. So much so that companies are being pressed to provide ‘SuperService” according to a new report.
Read more ...

article thumbnail News - Customer InsightTuesday, 12 February 2019

What brands do students admire most?
CSR raised in importance
It will all change when they reach the big world of work, but for students, the brands that are most admired for a range of factors including quality, innovation, inspring content, environmental footprint and impact on society are …… Read more ...

article thumbnail News - Customer InsightThursday, 31 January 2019

Marketers underestimating how loyal consumers are
Retail and fashion the biggest offenders

Marketers are not even close to understanding what makes consumers loyal to fashion and  retail brands. Read more ...

article thumbnail News - Customer InsightFriday, 18 January 2019

New leaders emerging in customer loyalty says MIT Sloan review
Businesses should learn from complaints
$3.4 billion invested in AI


Businesses should be encouraging customers to complain, and they should be ready and willing to resolve complaints before word-of-mouth criticism does significant damage. Read more ...

article thumbnail News - Customer InsightWednesday, 19 December 2018

People will pay 22% more if the company has a good reputation
Social and environmental conscience, support of good causes, positive work environment, good leadership all create highly valuable brand appeal

Reputation counts in retail to such an extent, that people will pay almost a quarter more to buy their products. This is the result of a study by the University of Technology in Sydney. Read more ...

article thumbnail News - Customer InsightMonday, 26 November 2018

Food information exchange leads to greater customer loyalty
New report focuses on importance of transparency
Information about food items leads to greater customer loyalty. Read more ...

article thumbnail News - Customer InsightFriday, 16 November 2018

Its official, all that brand-building is worth it
Over half of those surveyed say they will pay more for a well-known name
List of top products chosen by brand
List of top brands bought by name

All that money spent on advertising, sponsorship and brand-building is worth it, according to a new survey. Consumers buy from the brands they love, and brand profile is crucial to maintain position. Read more ...

article thumbnail News - Customer InsightWednesday, 07 November 2018

Companies not listening to the voice of the customer

Three quarters (78%) of brands now measure customer satisfaction, but most admit that all the talk about the Voice of the Customer (VoC is little more than lip service. Read more ...

article thumbnail News - Customer InsightTuesday, 30 October 2018

SPECIAL REPORT
Almost all shoppers now buy online at some point
Free shipping more important than fast shipping

The extraordinary finding has emerged from a study  that 94% of all global consumers now shop online at some level. The 2018 Global Ecommerce Study  found that  35% of these online shoppers are making at least one purchase per week. Research from four separate studies contained in this report. Read more ...

article thumbnail News - Customer InsightWednesday, 24 October 2018

Bots low down the list for consumer frustrations
Other bad call centre practices loathed much more

There are many frustrations greater than a bot. This is the chief finding of research from Genesys, which claims poor customer service was a much greater irritation. Read more ...

News - Customer InsightThursday, 11 October 2018

Retailers are approaching customer loyalty backwards
New survey says retailers not measuring correctly

Retailers are failing to measure the correct data to understand customer loyalty, and that is putting customer relationships and profitability at risk. Read more ...

article thumbnail News - Customer InsightMonday, 01 October 2018

Travel brands top 'lack of loyalty' league
Need for more relevant offers and recommendations
Best rated travel brand by consumers comes in at lowly 67th

Read more ...

article thumbnail News - Customer InsightTuesday, 18 September 2018

Tech brands dominate Loyalty rankings
Proving the Rule of Six

Of the top 100 product categories and brands in a new ranking of customer loyalty leaders, more than a third (35%) are tech companies engaged in digital technology, social networks and products. In fact, of the top 10 brands, only one is a non-tech firm. Read more ...

article thumbnail News - Customer InsightWednesday, 12 September 2018

Balance needed between personalisation and privacy
No distinguishing between channels for consumers

A study of 12,000 shoppers worldwide has concluded that shoppers may not actually want the personalised shopping experience most retailers are struggling to provide. Read more ...

article thumbnail News - Customer InsightMonday, 03 September 2018

Comment
Utility churn costs £25 billion, but what incentive is there to stay?

Customer churn in utilities is costing UK businesses £25 billion, according to new research.

This is a statistic that must be very satisfying to the government, which has spent a great deal of money and time pushing consumers into a situation where to stay loyal is foolhardy due to weird pricing. Read more ...

article thumbnail News - Customer InsightMonday, 30 July 2018

Shoppers more loyal to Aldi and Lidl than Waitrose
•    Ubiquity of loyalty cards has led to widespread indifference, according to 2018 Loyalty Study
•    Aldi and Lidl top Waitrose for shopper advocacy
•    But shoppers wish they could afford to shop in Waitrose and M&S

Read more ...

article thumbnail News - Customer InsightThursday, 05 July 2018

Credit Search Barometer provides some millennial understanding
Poor credit history and low credit scores impact customer behaviour

Understanding your customers is a pre-requisite for any type of relationship, and new research about credit scores provides an important window into the lives of millennials. Read more ...

article thumbnail News - Customer InsightWednesday, 06 June 2018

What the British think of Loyalty
Over 250,000 consumers give their views for YouGov survey
Early US findings show similar picture to UK

Read more ...

article thumbnail News - Customer InsightThursday, 10 May 2018

Voice AI plays a big part in Google’s future
3-5 years before Assistants converse as humans
Read more ...

article thumbnail News - Customer InsightFriday, 23 March 2018

Rewards influence Millennials/Gen Z more than Boomers
Get Z are most open to having behaviour tracked for personalised rewards
Read more ...

 
     
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