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Zen Management: Navigating Your Business Calmly in a Crisis

Avid TV watchers may remember Mad Men’s Don Draper thumbing through a copy of real-life poet Frank O’Hara’s book Meditations in an Emergency between regular crises at his often chaotic ad agency. While your business may be free of the...

Ask Ian: Discount Sales – Classy or Kitsch?

Customer Experience specialist Ian Golding, author of Customer What: The Honest and Practical Guide to Customer Experience, writes for Customer Experience Magazine, offering his expert insight to help businesses improve their CX offering.  To ask Ian a question on how to boost...

Mirror Mirror on the Wall: The Secret of Positive Self-Talk

Is talking to yourself healthy or not? A newspaper article once caught my eye. The piece, headlined ‘Why talking to yourself is NOT a sign of a mental illness’, reflected on a psychologist Paloma Mari-Beffa’s view that both inner self-talk and...

Harnessing Psycholinguistics in Customer Communication

When the first World Expo opened its doors at London’s Crystal Palace in 1851, who would have thought that Dubai would be hosting the 2020 event?Back in the mid-19th century, Dubai was an embryonic independent settlement centred around its creek...

The Cost of Passing the Buck: Who is Responsible for Improving Customer Service?

Each day, UK households spend millions of pounds on consumer goods with the expectation that if something goes wrong with the items they buy, or the service they’ve received is not up to scratch, the issue can be easily and...

Retailers Failing to Identify Most Loyal Customers

Retailers do not know who their most loyal customers are and cannot therefore know if their loyalty strategies are inspiring prolonged customer advocacy, it has been revealed in a new study. Research by Forrester Consulting on behalf of Collinson, has found...

Is ‘Customer Success’ the new Customer Experience?

There’s a lot of buzz in the B2B world about the concept Customer Success these days. I work for a company – Gainsight – that has raised over $150M to deliver a software platform originally designed specifically for CSMs (Customer...

AI Puts Power in the Hands of the Consumer

Can we foresee a world where Artificial Intelligence (AI) recommends who people should have children with, where they should live, and what their next job should be? This is not the fantasy of an over-stimulated script-writer. AI, fuelled by ever...

Service Providers Accelerate Innovation to Retain Customer Loyalty

Service providers are undoubtedly at the very heart of our increasingly hyperconnected world. In the last 20 years alone, we’ve seen an unprecedented number of innovations that have forever changed not only the way we communicate with each other, but...

Employees’ Christmas Wish-List for Bosses

Christmas may be the perfect time for gift giving, however when it comes to the workplace many bosses aren’t rewarding or recognising their employees with a token gift, according to new research. A study of 1,000 UK workers published in the Most Generous...