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Marketing News: Enabling Brand Advocates to Share Positive Brand Experiences with Their Community

Many companies fear engaging with their customers via social media channels. However, Mike Amos, President and CEO of Empathica,(pictured) a pioneer in the growing customer experience management sector, argues that organisations have a golden opportunity to use social media to ensure messages of great service are spread far and wide.

Marketing News: Steve Raher becomes Senior Director of Business Development for Empathica U.K

Empathica, a leading provider of Customer Experience Management (CEM) solutions to some of the world's most respected brands, announced today that it has named Steve Raher as its Senior Director of Business Development in the U.K.

Marketing News: Callcredit to manage Guardian subscription services

Callcredit Information Group will be providing direct delivery subscription services for The Guardian Newspaper, after demonstrating a successful track record in managing subscription services for other national media owners.

Marketing News: Empathica enhances its popular GoRecommend Facebook app

The patent-pending application, which empowers brand advocates to share their recommendations in a fun and engaging way, now also lets users send virtual gifts and coupons.

Marketing News: Empathica Teams with NRF Foundation

In cooperation with NRF Foundation, the education and research arm of the National Retail Federation, Empathica stands out as the first in the Customer Experience Management industry to help educate and raise awareness of the value of NRFF retail training solutions as part of a holistic customer experience transformation program.

Marketing News: Customer data crucial to effective channel marketing, finds Workbooks.com survey

The majority of resellers believe that having full customer transaction history details on their CRM systems and not just in their accounting systems would make a significant impact across their business in both sales and marketing departments, according to new findings released today by web based CRM provider, Workbooks.com.

Marketing News: Survey reveals consumers expect to have less to spend after the general election

More than a third of consumers believe they will have less money to spend following the general election, according to a survey of more than 300 consumers, conducted by Empathica, a customer experience management expert.

Marketing News: Majority of U.S. Consumers agree that customer service is getting worse

Empathica Consumers Insights survey indicates that while Americans are spending less, retailers must cope with higher customer expectations.

Marketing News: Empathica indicates that during an economic crisis, women make more sacrifices than men

Empathica, a leading provider of Customer Experience Management (CEM) solutions to some of the world's most respected brands, announced that its survey of more than 7,200 consumers indicates that women hold back on their spending more than men in a down economy.

Marketing News: Maginus supports the launch of Microsoft Dynamics AX for Retail

Maginus, a leading provider of services for retail and distribution, has been selected by Microsoft as one of a small group of launch partners for its new Microsoft Dynamics AX for Retail solution. The new solution adds a complete set of retail management applications to complement Microsoft's Dynamics AX product line and will be available from Summer 2010. This, in addition to the Multi Channel capabilities of the Maginus offering, will make a compelling solution for retailers who want to maximise revenues across sales channels including stores, catalogue & mail order, ecommerce, kiosks etc.

Marketing News: CRM : Rise in pharmaceutical product recalls highlights worrying trend

New report from customer management agency Blueview shows that recalls and safety alerts have quadrupled over five-year period

Marketing News: Paramount Restaurant Group feeds appetite for customer feedback

Paramount Restaurant Group, which includes Chez Gérard, Bertorelli, Livebait and Caffè Uno, has launched a customer insight programme with Empathica in 74 of its restaurants. The programme will gain valuable customer insight and enable Paramount to manage and improve their customer service offering.

Marketing News: High Street shoppers leave Christmas shopping to the last minute

Almost half of consumers have put off some or all of their Christmas shopping as they believe prices are going to fall, according to a survey of 378 Christmas shoppers by Empathica, a customer experience management expert.

Marketing News: Christmas shoppers trust social networking for gift inspiration

More than a quarter of consumers highly value their friends' recommendations via social networking sites when shopping for Christmas gifts, according to a survey of 393 Christmas shoppers by Empathica, a customer experience management expert.

Marketing News: Blacks Leisure picks Empathica to deliver customer insight

Blacks Leisure Group, the leading outdoor goods retailer, is embarking on a customer insight programme in 208 of its Blacks and Millets stores, with Empathica, a customer experience management expert, in an effort to gain valuable customer feedback that will enable it to improve its customer service offering.

Marketing News: Pushing the Envelope 2009 Launches

Pitney Bowes Celebrity envelope auction live on eBay from November 2nd. Over 100 celebrities have designed envelopes for the sixth annual Pitney Bowes 'Pushing the Envelope' charity campaign, set to go live on eBay from Monday November 2nd. Stars including Sir Ian McKellan, Dame Shirley Bassey, Griff Rhys Jones and artists such as Grayson Perry and John Knapp-Fisher have created individual designs which will be auctioned to raise money for the National Literacy Trust.

Marketing News: Aia Software launches ITP/Customer Correspondence Management and untaps the value of CRM

Aia Software (www.aia-itp.com), a leading author and developer of intelligent document composition software, has launched the ITP/Customer Correspondence Management (ITP/CCM). It enables organisations to manage their customer correspondence in order to untap the value of CRM, cut costs and increase marketing efficiency whilst meeting internal and external compliance. It allows organisations to combine output from different business applications and optimise multi-channel communications such as email, online and print.

Marketing News: Econsultancy MSc in Digital Marketing Communications endorsed by trade bodies

Internet research and training specialist Econsultancy has today announced that it has secured endorsement from two of the digital industry's most prominent trade bodies for its MSc in Digital Marketing Communications (http://econsultancy.com/training/qualifications/marketing). Both the British Interactive Media Association (BIMA) and the Internet Advertising Bureau (IAB) have given their support to the course, recognising it as the UK's leading digital marketing qualification. They will also play an active role in informing the content of the practical skills sessions and promoting the MSc to their members.

Marketing News: Aurix brings next generation speech search to contact centre market

Specialist technology provider, Aurix, is today launching its desktop speech search and analytics product, Gopher-it™, to help contact centres stay ahead of the competition while reducing risk.

Marketing News: FAMILIES FRET MOST AS EFFECTS OF RECESSION HIT CONSUMER SPENDING

Families have suffered more than any other consumer group during the recession and have been hit hard in the pocket throughout the year so far, according to research released today. The depth of the recession since the start of the year has had a major impact on those most likely to have a partner and children, with three-quarters of people in the family age bracket (35 to 44) having made cutbacks over the last few months. The survey by customer insight specialist G2 Data Dynamics, conducted among its UK-representative ViewPoint panel of 30,000 UK consumers, shows that despite recent reports of an increase in consumer confidence, the severity of the credit crunch has led to a seismic shift in consumer spending and saving patterns. Women seem to be more frugal than men, with 69 per cent of the fairer sex claiming to have slashed their spending since the turn of the year, compared to 58 per cent of men. Meanwhile, 32 per cent of men say they haven't cut back, but only one-

Marketing News: Celebrities 'Push the Envelope' with Pitney Bowes

A host of stars from the art world, television, film, music and sport are lending their support to Pitney Bowes' 'Pushing the Envelope' auction in aid of the National Literacy Trust.A host of stars from the art world, television, film, music and sport are lending their support to Pitney Bowes' 'Pushing the Envelope' auction in aid of the National Literacy Trust. Now entering its sixth year-demonstrating Pitney Bowes commitment to the National Literacy Trust, the charity auction sees stars put pen to envelope to create bespoke works of art. New for Pushing the Envelope 2009, is the introduction of a theme 'The words that mean most to you' reinforcing the literacy message. Strong names have already pledged their support. Sir Ian McKellen provides a Shakespeare inspired design while artist Mimi Leung's colorful design asks us not to take life too seriously and Olympian Colin Jackson's 'sunshine' encourages us to always look on the bright side.

Marketing News: New bank entrants upping the stakes in customer service

The past year has seen a surge of non-banking players entering the retail banking space to capitalise on growing consumer suspicion of conventional high street banks. Tesco in particular has seen a doubling of retail deposits in recent months, and last week announced the opening of a customer service centre to support its personal finance operation, alongside existing plans to open 30 banks branches in its stores by the end of the year. Andrew Higginson, chief executive of Tesco Retailing Services has stated "Offering first class customer service is central to our Tesco values and the new centre will most certainly help us put the Tesco into Tesco Personal Finance."

Marketing News: BMW Financial Services to Partner with Chordiant Software to Improve Collections Management and Optimize the Customer Experience

Chordiant Software, Inc. (Nasdaq: CHRD), the leading provider of Customer Experience (Cx™) software and services, today announced that BMW Financial Services, a wholly owned subsidiary of BMW AG, will partner with Chordiant's Cx Decision Management solution and predictive modeling capability to improve its management and treatment of delinquent accounts. BMW Financial Services will leverage the Chordiant solution to drive better risk and behavioral based actions to resolve account defaults and improve customer interactions.

Marketing News: Star launches on-demand CRM service making it accessible and affordable to companies of all sizes

Star CRM service offers easy-to-use sales, marketing and customer service automation solution optimising Microsoft Dynamics CRM technology. Star, a provider of on-demand computing and communication services for UK businesses, has launched a new pay-as-you-go Customer Relationship Management (CRM) service that allows companies to enjoy the benefits of improved customer intelligence and more efficient sales and marketing operations at an affordable price. The new on-demand service requires no up-front investment in hardware and software and eliminates the traditional problems of prohibitive cost, lengthy deployment and difficult integration with legacy platforms which have long dogged CRM deployments in the past. The CRM service, which is available from £19.99 per user per month*, is the latest managed business service to be rolled out by Star, adding to its existing suite of IT and communication services which include business email, connectivity, hosting, networking, sec

Marketing News: How to Retain the Loyalty of the Credit-Crunched Customer

Leading loyalty specialist The Logic Group advises business of the key characteristics of a successful loyalty programmes. As UK businesses struggle to retain the custom of credit-crunched consumers, loyalty specialist The Logic Group is today revealing important guidelines on how to initiate a successful customer loyalty programme. The essential principles are being released in response to a Logic Group and Ipsos MORI survey of 2,000 consumers*, which revealed that 46% of Britons feel they are not part of a loyalty programme. Furthermore, those that were part of a scheme felt indifferent about them; in the retail sector 51% felt 'fairly satisfied' with the benefits of schemes, while only 24% in retail and 13% in financial services described themselves as 'very satisfied'.

Marketing News: Beano owner buys Friends Reunited for £25m

ITV has sold Friends Reunited for £25m four years after buying it for £120m. The buyer is Brightsolid Limited, which is owned by DC Thomson, Dundee-based publisher of comics such as the Beano. The announcement came with the release of half-year results, which were hit by the worst decline in UK television advertising on record. ITV made a pre-tax loss of £105m in the period. There was no more information given on the recruitment of a new chief executive to replace Michael Grade. Mr Grade is due to stand down by the end of 2009, following a regulatory review.