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Think BR: Are you managing what you measure or measuring what you manage?

01 Jun 2012 | by Claire Emes

and an organisational point of view. In this way, the customer s external view of the service or experience ... often create issues which it then becomes the responsibility of customer services to deal with. Through ... it matters - and not where it doesn t. Service providers only need to perform well enough on those ...

Brand barometer: Foot Locker's latest viral campaign reviewed

31 May 2012

, means more publicity for the brand. Its length is another plus. At just 30 seconds, by the time ...

Phones4U horror spot tops 2011's most complained about ads

30 May 2012 | by Arif Durrani and Ben Hall

general sense of public opinion and the kinds of themes and images that might not be to everyone's liking ... , and have managed to maintain our efficiency, our standards of service, and the care with which we ... 9. The Money Advice Service 'money can't buy you hapiness' / 80 complaints / Not upheld ...

Think BR: Accessing the Olympic pound

29 May 2012 | by Rosie Merrell

. In terms of stimulating an appetite to find out more about an advertised product or service, outdoor has ...

Consuming the digital Olympics

29 May 2012 | by Stuart Knapman

in smartphones and use of apps and geo-location services will provide UK residents and overseas visitors ...

Northern & Shell to unveil £40.2m post-tax profit

28 May 2012 | by Daniel Farey-Jones

to the public at the end of September 2011 . This spending, plus increasing investment in Channel 5 ...

HP to cut 27,000 jobs in next two years

24 May 2012 | by Matthew Chapman

HP hopes to make annualised savings of up to $3.5bn ( 2.2bn) through the job cuts, which will be reinvested back into the company. The company claims the moves will make "significant improvements in efficiency and customer services during the next several years". In addition HP chief strategy officer ...

HP prepares to cut up to 30,000 jobs

18 May 2012 | by Matthew Chapman

A report suggests that the technology giant is working with management consulting firm McKinsey Co. to draw up the job-cuts plan. The cuts are designed to cope with the declining demand for computers and services, according to sources. The swingeing job cuts come as new chief executive Meg ...

'Silver socialisers' embracing social media to engage with brands

17 May 2012 | by Hannah Crown

A survey by Fishburn Hedges and Echo Research shows a significant public shift towards using social ... social media improved customer service. The survey of 2,000 people, which included interviews ... removes the personal customer service the over-55s grew up with, it s interesting to see a more modern ...

RAJAR Q1 2012: Reactions from the station owners

17 May 2012 | by Maisie McCabe

quarters alongside the public becoming more aware of digital-only services." See full table ... : Stuart Taylor, chief executive, GMG Radio "Both our national service Smooth Radio and Real Radio ... on the progress that digital radio is making with good results for other digital-only services and other award ...

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Mobile

Making the most of mobile

Welcome to the first incarnation of a new element in Campaign in which we invite experts to burrow beneath the surface of the catch-all that is "digital". Google, Isobar Mobile, JWT London, LBI and MBA share their insights on mobile.

 

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