Author: Euan Matthews

Inertia in the insurance market - has this long-standing tactic had its day? Mark Wilson, Aviva's ex-CEO drew much attention to this practice with his comments about the broken personal insurance market, but in reality it was already under scrutiny. This white paper examines the...

Building a Proactive Retention Strategy explains how telcos can use data-driven approaches to increase the efficacy of churn reduction strategies. The paper discusses the most effective retention offers for customers likely to churn, with a particular focus on when to be proactive. Contents of Building a...

Building an Effective Churn Reduction Strategy Many of our clients have mature churn reduction strategies in place. They measure every aspect of these strategies, striving continuously to increase retention rates across their customer and subscriber base. We examine some relatively novel ideas which we believe will provide...

ContactEngine's telecoms, TV and broadband clients win and retain tens of millions of customers every year. We are proud to play our part in perfecting the experience for those customers. So you won’t be surprised to learn that we take a close interest in the public’s...

I’ve always wondered: is it any surprise call centre employees aren’t motivated enough when popular culture often portrays their working lives as steeped in monotony? Like a dreadful Lowry painting of Mancunian mill workers, we see reams of books and films featuring actors as call...

Call Centers play a vital role in customer satisfaction - so why do 75% of customers leave call center interactions frustrated? Our research explores why customers feel their needs are not being met. Get the white paper There has been an error, please review the form fields and...

Our research illuminates the value customers put on referrals and reviews in the UK, the USA and Brazil. This gives us an insight in to how timely, clear, consistent and transparent communication at every customer touchpoint influences that peer to peer communication. Get the white paper There has...

Reduced churn, repeat purchasing and increased advocacy - we all know why increasing customer loyalty pays. We present 3 key insights which we believe will prove valuable in your quest to improve customer loyalty. Get the white paper There has been an error, please review the form fields and try...

Our insights, gathered from millions of conversations with real customers, explode the myth that security concerns drive customers' communication preferences. We compare and contrast their stated  preferences with their actions when companies contact them direct. Get the white paper There has been an error, please review the form...

We’re all used to it — give a company your mobile number and they’ll use SMS messages to update you on the progress of your order, confirm an appointment, or simply ask you for feedback on a recent purchase, repeatedly!  So, would you be surprised if...