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How We Improved Our Customer Experience through Olympic Sports Psychology

I recently judged the Best Place to Work category at the UK Business Awards. And it reinforced something for me: Companies are realising the link between employee satisfaction and customer satisfaction. 3-5 years ago, businesses were saying “customers first”. But...

5 Ways to Turn Up the Heat on Cold Calls ─ For Red Hot Returns

Cold calls are likely to send a shiver down the spine of even the most experienced sales professional. It’s a completely justified response. Good sales approaches rely on deep research into prospective customers and the crafting of solutions that bring...

Loyalty Cards Aren’t Magic, but Experiential Rewards Can Be

The term loyalty card is a misnomer. It implies that the person in possession of the card is loyal. But the truth is the card doesn’t create loyalty. In fact, your customers take that loyalty card and put it in...

Seven Signs of an Industry Leading Customer Service Centre

It’s practically unthinkable that only a few years ago, customer service was viewed by the majority as little more than back-office business administration. Thankfully, times have changed. The internet, social media and sharing platforms like TripAdvisor mean customer experiences, whether...

5 Amazing Customer Service Lessons from Father Christmas

Christmas is fast approaching, and it’s one of the busiest times for different sectors all across the world. Even when you’re rushed off your feet, you can’t afford for your customer service to take a back seat. As a business,...

Gender Pay Across the UK: Why Is There the Difference?

Paydata designed their UK reward Management Survey with a view to provide businesses with the information they need about the current state of Reward Management across the nation. A portion of the survey was dedicated specifically to researching the state...

Loyalty: The Great Leap Forward?

Despite the promise of ‘big data’ and the revolutionary impact of the internet on retail, the business of communicating with your customers at the point of sale and rewarding them for their loyalty is all too often still stuck in...

How Contact Centres Should Be Preparing for the EU General Data Protection Regulation

The EU General Data Protection Regulation (GDPR) is the most significant development in data protection that Europe has seen over the past twenty years, and it’s now just two years away. The impending change in legislation will have a significant...

The Pros and Cons of Google’s Click-to-SMS

Allowing consumers to text a company straightforward queries is an opportunity for brands but it doesn’t replace click-to-call, it empowers it, says Anna Forbes UK MD of Marchex. Google recently announced that it will soon be rolling out its click-to-SMS ad...

9 Tips for Starting Your Own eBay Business

Running a business from home has never been more convenient, but that doesn’t make it easy; with more than $160,000 spent on eBay every 60 seconds there’s certainly plenty of opportunity to start selling, but there’s also plenty of competition....