News

This may be a new decade, but customer experience remains one of the most critical factors in retaining customers. In 2020 the majority of businesses (outside retail) will see 90% of their income generated by existing customers. So, it’s absolutely vital to know what your existing customers think of...

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Companies of all shapes and sizes frequently have strategic initiatives to reward and recognise top-performing staff members on a formalised and ad-hoc basis. However, genuine employee success often comes from those little moments of triumph that can often go overlooked.

We are delighted to announ...

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Building brand reputation and trust by delivering on promises

Each year Interbrand, Forbes and Brand Finance publish a list of the strongest brands in the world. Although never in quite the same order the same brands pop up in the top ten of all three lists - Apple, Google, Coca Cola, Amazon, Disn...

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Leadership: Championing customer service in the boardroom

Each year Jeff Bezos writes a letter to Amazon's customers, employees and shareholders. Part 'thank you' letter, part encouragement to shareholders it's mainly a new chapter to the Jeff Bezos guide to running a successful business.

With e...

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Recognition: Celebrate your customer service heroes

The renowned psychologist Abraham Mazlow's placed ‘Self-esteem’ (the concern with getting recognition, status, importance, and respect from others) above the needs for social belonging and safety, giving credence to Dale Carnegie’s view that: "P...

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