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How businesses can integrate voice of customer into their marketing strategy

by on December 19, 2014 in Latest News, Lead Article, Research

Just in from Nico Lutkins, Global Director of Enterprise Marketing and Customer Advocacy at Trustpilot

The customer voice has never been stronger. As a result, businesses have to become more customer-centric by dedicating time and resources to collecting and responding to customer feedback, using the insights uncovered to improve and evolve the customer experience.

It’s not just customer service departments that are looking to customer feedback for guidance; marketers and ecommerce professionals are using this data to help acquire new customers and drive change across their business. @Trustpilot This has led to a surge in ‘Voice of the Customer’ (VoC) programmes, in which businesses gather customer feedback from a wide range of sources before analysing it to capture actionable insights.Read more at the Trustpilot Blog.

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Movers and Groovers : Customer engagement agency Indicia appoints Chief Client Officer to support business expansion

by on March 3, 2014 in Business, Businesswoman, Customer's Voice, Latest News, Lead story, Movers & Groovers

Indicia has appointed former founder of Proximity London, Elly Woolston, to the newly created role of Chief Client Officer. The appointment comes as part of a wider expansion of the business and follows the recent appointment of other senior hires within the company.

Elly will be responsible for overseeing all client relationships at Indicia including Nissan, JD Wetherspoon,  Glenmorangie, Tourism Ireland and Very.co.uk.  Elly will ensure the client’s experience with the agency is tailored to their individual needs, placing the client at the centre of the Indicia brand. With twenty years in the industry, Elly has developed extensive business to business, consumer and not for profit experience with major global brands including British Airways, WWF, Unilever, Save the Children, Barclaycard Visa and Toyota.

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Events : Making it easier for customers to pay – Jumpstart from Internet Retailing

by on September 13, 2013 in Ecommerce, Events, Events & Awards, Lead story, Mobile/Tablet, Online Advertising

Internet Retailing is pleased to announce our upcoming Jumpstart on 25th September. Back by popular demand, the event will focus on the topic of Multichannel Payments. Click here to register for free: http://goo.gl/bico66

Payments are at the very heart of eCommerce: and turn the web from a point of presence to a point of sale. Join us, and our panel of experts, as we look at the key challenges and opportunities surrounding payments in a multichannel environment.

Date: Wednesday 25th September 2013
Time: 08:30-13:30 (BST)
Location: Tower 42, London

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Fulfilling customer promise / Daniel Martin, Head of Retail, Maxymiser

by on July 15, 2013 in Apps, FaceBook, Google, iPhone, Lead story, LinkedIn, Metrics, Mobile Marketing, Pinterest, Retail, Retail News, Small Business, Startups, Twitter

Delivery and fulfilment has become the new online retail battle ground. From the explosion in Click & Collect to Amazon’s plans to offer same-day delivery in some US cities, the speed of fulfilment and range of delivery/ collection choices is fast becoming a critical differentiator for the retailer.

Changes to the free-shipping threshold and the profile of Click & Collect can have a significant impact on consumer behaviour. However optimisation is not just about understanding how to present or price delivery options; it is about ensuring expensive investments in new logistics services and processes are working and reflect customer demands. As Daniel Martin, Head of Retail, Maxymiser, explains, the ability to test new processes and delivery options in real time is becoming increasingly key to tracking the development of new logistics models. [more…]

UK businesses lose £12 billion a year through poor customer experience

by on May 13, 2013 in Apps, Apps & Software, FaceBook, Gadgets, Google, iPhone, Lead story, LinkedIn, Metrics, Mobile, Mobile Marketing, News you can use, Pinterest, Retail, Small Business, Twitter, Websites

New research from cloud contact centre vendor NewVoiceMedia reveals that UK companies deemed to have poor customer service are losing approximately £12 billion a year.

According to the survey, half of UK consumers are taking their business elsewhere as a result of inadequate service - and of those, 92 percent have switched at least once or twice in the last year. 49 percent are put off from calling a business at all, for fear of being kept on hold or in a queue. This means many customers could switch to a competitor without even attempting to resolve the problem first.

What is Good Customer Service

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Embracing online lead generation to further source new customer leads / American Express & Affiliate Window

by on October 12, 2012 in Apps, FaceBook, Google, iPhone, LinkedIn, Metrics, Mobile Marketing, Nuggets, Pinterest, Retail, Retail News, Social Media, Twitter

American Express Global Corporate Payment has appointed global performance network, Affiliate Window as their sole business provider for driving new corporate business leads.

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Should companies plug the leak or keep filling the bucket?

Should companies plug the leak or keep filling the bucket?

by on March 5, 2019 in Business, featured item, Latest News, Lead Article, News you can use, Nuggets, Research

White Paper : Acquisition vs. retention: Where should brands focus?

This white paper delves into the customer life cycle and addresses the dilemma about where enterprises should put their focus - on customer acquisition or customer retention?

It also highlights how this dilemma impacts the CIO and innovation, as well as some of the outcomes for business and customers.

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NewVoiceMedia strengthens leadership team with appointment of Olivier Gachot as Executive Vice President of North America Sales

NewVoiceMedia strengthens leadership team with appointment of Olivier Gachot as Executive Vice President of North America Sales

by on January 18, 2018 in Business, Lead Article, Movers & Groovers, News you can use, Nuggets, Tech

LatestNewVoiceMedia, a leading global provider of cloud contact centre and inside sales technology that enables businesses to create exceptional, emotive customer experiences to serve better and sell more, has appointed Olivier Gachot as Executive Vice President of North America Sales. [more…]

Movers and Groovers : STACK Scoops KitcattNohr Caroline Deput to Planning Director

Movers and Groovers : STACK Scoops KitcattNohr Caroline Deput to Planning Director

by on December 12, 2016 in Latest News, Lead Article, Lead story, Movers & Groovers, News you can use

Leading customer acquisition and engagement agency, STACK, has appointed Caroline Deput as Planning Director, marking a significant step in the growth of the agency.

Deput will take up her new position with immediate effect, reporting into James Champ, Chief Strategy Officer who was appointed in January this year.

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Karmarama wins DMA Grand Prix for Unibet

Karmarama wins DMA Grand Prix for Unibet

by on December 7, 2016 in Lead Article, Lead story, News you can use

The winners of this year’s DMA Awards have been revealed, with Karmarama and Unibet taking home the Grand Prix for their ‘Luck is no coincidence’ campaign, successfully combining a brave strategy for the business with great creative to deliver fantastic results.

Rachel Aldighieri, MD of the DMA, said: “This year’s DMA Awards included one of the largest fields in its history, which resulted in one of our most diverse shortlists vying for a Gold on the night.

What sets the DMAs apart is the rigour with which we judge each and every campaign. In our eyes a great campaign gets results, sits on rock solid strategy and fizzes with creativity, Karmarama delivered on all these points for Unibet and are a worthy winner of this year’s Grand Prix.” [more…]