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New research suggests organisations should embrace new messaging culture

Surge in consumers' use of messaging and social media is transforming their expectations of service, says new BT and Cisco research...

6 Dec 2017


Service now trumps price for Asian consumers: survey

HONG KONG - Consumers in Asia are fed up with poor service and are willing to pay more for a good customer experience, according to a survey which punctures the received wisdom that "price is king" in the region.

29 Aug 2013


Rapid growth in use of social media for customer service by Chinese consumers

BEIJING, CHINA: The use of social media for customer service by Chinese consumers has almost doubled in the last two years, as more and more turn to it as a viable alternative to the phone, research from Ovum has revealed.

By © Ovum 2011 17 Jun 2011


Insurance marketers too focussed on acquisition

PALO ALTO, US: Insurance marketers are too focused on acquisition, missing ways to monetise existing policy holders, reports CMO Council. A new study shows consumers are open to consolidating policies with insurers and buying additional products if marketers focused more on retention, cross-selling and up-selling.

22 Sep 2010


Merkle expands into China

SHANGHAI, CHINA: Merkle, a leading US-based CRM company, is expanding into China to support its growing base of multinational clients in the world's most populous nation.

17 Sep 2010