News

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...

Read More...

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...

Read More...

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...

Read More...

Capability & Skills: Identifying and nurturing customer service skills in your organisation

The landscape of customer feedback has changed dramatically over the last five years. New technologies have revolutionised the way we gather customer comment, making the process more immediate and insight m...

Read More...

Insight: Knowing your customer and how to deliver to them.

National Customer Service Week is a five-day celebration of customer service, running from 7-11 October 2019. Promoted by the Institute of Customer Service it will focus on a different theme each day, and we’ll be offering some thoughts...

Read More...