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...
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...
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...
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...
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...