What makes people switch utilities companies?
People in the UK are finally starting to switch utilities companies. Trade body Energy UK said 660,000 people switched supplier in February, a new monthly record and 60% up on February 2017. That’s scary news for companies like Centrica, which owns British Gas. The company reported a 17.4% fall in full-year operating profits, and recently […]
Peer trust is down, says Edelman…
Last year we brought you coverage of Edelman’s Trust Barometer, a yearly report charting the public’s trust in the media, business, government and NGOs across 28 developed countries. 2017’s report, in the wake of Brexit and Trump, told us ‘peers’ (that is, people like us) were considered to be ‘just as credible as experts’. The […]
Wisdom of the crowd
Whether it’s the TripAdvisor ‘Certificate of Excellence’ or Twitter trending topics – when indecisive or spoilt for choice, we tend to refer to the wisdom of the crowd. We look for conformity and follow the actions of others. This can result in a bandwagon effect. The increasing popularity of a product encourages more and more […]
We love our devices, so why do we still hate our data providers?
The customer relationship with telcos could use a bit of a refresh. Here are the facts. As smartphone screens get bigger, one thing that takes up less and less space is the carrier logo in the top corner. If you think about it, it’s pretty symbolic – all the attention is on the device… and […]
How to bring context to display ads
To tell a story, explain something or win an argument you have to explain the context to your audience. Let’s start with a non-commercial example – I want you to come to a music gig with me: It’s obvious immediately that something’s missing from the closing section, even though our chat contains most of important […]
Black Friday: here’s what your customers think
With Black Friday approaching (and having already started for some), we’ve done some research on customer attitudes to this pre-Christmas consumer frenzy. We analysed reviews collected through the Reevoo platform for purchases made last Black Friday, and compared the scores and sentiment against the rest of the year. It turned up some interesting results. So […]
Are consumers ready for the Internet of Things?
As anyone in manufacturing knows, it’s a pretty exciting time right now. The industry is standing on the threshold of the Fourth Industrial Revolution – when the digital and physical worlds connect. For customers, it means things will do exactly what we want them to. For manufacturers, it means processes can revolve completely around customer […]
Peers are now just as credible as experts, says Edelman
Each year, global PR firm Edelman releases its eagerly awaited Trust Barometer — a report charting the public’s trust in the media, business, government and NGOs across 28 developed countries. This year’s Trust Barometer, published back in January, showed how public trust in institutions fell significantly in 2016. Which makes sense considering this was the […]
The 5 best questions to ask customers
We’ve talked before about the power of asking for feedback. As we’ve discovered, if you ask the right way, people are willing to be generous with their answers. You can (and should) ask your customers for reviews, then use them as valuable product feedback, powerful user-generated content (UGC) and peer-to-peer advocacy. But you should ask […]