Paul Blunden

On Friday 5th November Foviance is launching new research that will provide valuable insight about the maturity levels of organisations adopting customer experience as part of their corporate strategy.

The research, conducted in partnership with Econsultancy, indicates that most organisations see a direct relationship between long term business performance and customer experience and delves further to understand the barriers and opportunities they face.

The report will be available for download via the Econsultancy and Foviance websites or as a printed copy at the launch event to be held at the Hospital Club, Covent Garden on the evening of 4th November. The report will include exclusive interviews and comments from clients such as Barclays, Shop Direct and William Hill. It will also contain insight from key industry commentators including Russell Gould (formerly of Thomas Cook) and Richard Sedley of Cscape, as well as our own experts Catriona Campbell, Neil Mason and Simon Raistrick.

Multi-channel customer experience is a hot topic in business today as demonstrated by the oversubscription to Econsultancy’s JUMP event held just two weeks ago. It is an issue that impacts an organisation’s leadership, culture, brand, systems, processes, insight and customer touch-point strategies.

The report reveals that few organisations are currently getting it right and most are struggling with real barriers. Our launch event is a perfect opportunity to learn more and make new contacts with people struggling with the same issues.

If you would like a copy of the report when it is released on Friday 5th November, or wish to attend the launch event please get in touch with Charlotte Wilberforce.

This article was written as part of the Foviance October Newsletter

Welcome to this latest edition of your Foviance newsletter.

We’re getting social in this issue and offering you the opportunity to download our very latest Foviance whitepaper: ‘Social Media and Customer Experience: a perspective on the landscape’. Find out more about the evolution of social media, and its impact on businesses and customers alike.

In other articles, Pauline explores the concept of social media as a channel further, Guy examines the role of these emerging channels in customer complaint habits and Neil ties it all together by providing some valuable insight into multi-channel measurement.

I hope you enjoy this latest newsletter.You might also enjoy reading and commenting on some of our consultants’ thoughts and opinions on our regularly updated blog pages.

I would be very interested to hear from you directly with any feedback.

Paul Blunden, CEO, Foviance

In  this issue:

A Social Evolution
Complaining via your channel of choice
Multi-channel measurement
Social media and customer experience

Welcome to this latest edition of your Foviance newsletter. In this issue we look at the changing face of mobile customer experience and the rapid developments we’re witnessing in 2010: the year of the mobile.

Firstly, Xavier expands on the boom in mobile retail apps. Sean opens up the debate on future direction of targeted mobile advertising. And Jamie enlightens us about ‘Yam-Yams’ and the fickle world of mobile gaming.

I hope you enjoy this latest newsletter.You might also enjoy reading and commenting on some of our consultants’ thoughts and opinions on our regularly updated blog pages.

I would be very interested to hear from you directly with any feedback.

Paul Blunden, CEO, Foviance

In this issue:

Making the most of retail apps
Going local with mobile advertising
Cross-channel experience for Yam Yams!

I suppose like most people who work in the related industries, I have been having lots of conversations and thoughts about the iPad recently. Nearly all of them have ended with two conclusions: That the iPad is game changing (something I have not always agreed with); but no-one is really sure how. Well now I am convinced and I think I do know how. (more…)

Welcome to this latest edition of your Foviance newsletter. In this issue we examine how gaming companies can instil confidence and loyalty in their customers, and find out a lot more about them into the bargain. Many of the issues discussed trasfer directly to other sectors and are therefore relevant  to us all.

Neil underlines the importance of applying measurable analytics to the customer experience of gamers. Jamie highlights the value of focus groups at a Bingo summit, and provides an update on the latest in mobile gaming trends. Finally Mariana examines the phenomenon of gaming attrition in the wake of this year’s Football World Cup.

If you enjoy this latest newsletter, why not visit our website? You might also enjoy reading and commenting on some of our consultants’ thoughts and opinions on our regularly updated blog page.

I would be very interested to hear from you directly with any feedback and any ideas for topics you would like us to discuss in future issues. Think of it as free consultancy!

Paul Blunden, CEO Foviance

In this issue:

A winning analytics strategy for gaming firms

Eyes down, it’s time to focus on Bingo

Reducing player attrition

Mobile gaming: the state of play

Welcome to your latest edition of the Foviance newsletter. This issue sees the whole team mobilising to gain a more footloose and fancy-free perspective on the customer experience.

Frank Ma, our man in China, offers a fascinating insight into the mobile state of play in his own vast marketplace. Chris Holmes takes Apple’s latest toy home for the weekend but fails to be seduced by its good looks and charming first impressions. Jamie Barnett examines why Betfair is odds-on to turn its first-to-market mobile betting advantage into solid returns. And finally, Guy Stephens explains why ‘on-the-go’ points to a bright new future for customer service.

I would be very interested to hear from you directly with any feedback.

Paul

In this issue:

Mobile habits made in China

My weekend with the iPad

Gaming cuts loose

Customer service ‘on-the-go’

Welcome to the latest edition of the Foviance newsletter. In this issue we focus on the continuing evolution of social media and its impact on customer experience.

On that subject I am delighted to introduce Guy Stephens who joined Foviance this month from Carphone Warehouse, where he helped improve the customer service function by utilising social media channels. He is now advising Foviance customers in the same field as part of our wider social media offering.

This month Guy has written an article considering the implications of time in the immediate worlds of the Twitterati, Billie keeps tabs on the often torrid relationship between social media and technology, while Jonathan attempts to steer dazzled app fans clear of the permanent beta trap. Finally Catriona backs calls to ensure professionalism and standards are developed as we all grow up in the social media spotlight.

I would be very interested to hear from you directly with any feedback or subjects you would like us to cover.

Paul

In this issue:

Twitter: to SLA or not to SLA?

Don’t fall into the permanent beta trap

Seven year itch for social media?

Industry Action Required – Sharpening social media practice

A glass or two glasses of wine into a networking dinner recently, I found myself in a debate about whether the iPad would be game changing or not. I have some history of this subject as when we first started the company in 2001, we travelled the world testing Microsoft’s tablet PC to help understand how and where people would use it and what usability issues were apparent between device and software. (more…)