Archives

Where is customer service heading in 2015?

Why? People are now swamped with choice. But in our fast moving world the one thing we’re short of is time. People don’t seem to have time to keep trying new things, so if they trust a brand they’re bound...

The X–perience Factor: Measure What Matters

Recently, our CEO Matthew Vallance published a great blog about getting emotional with your customers – where he attempted to explain that mapping the emotions of your customers needn’t necessarily be an exercise in futility, but can potentially impact your...

One size fits no one… Why personal service matters in B2B businesses – and how you can deliver it

With many business-to-business (B2B) organisations still taking stock after one of the hardest hitting recessions, establishing a strong customer base is high on the agenda. It is becoming increasingly hard to both win new customers and retain existing ones. One reason...

Six steps to understanding the digital customer

Going digital is no longer a strategy planned for the future – it’s simply a requirement for doing business in today’s multi-channel world. But managing the ‘digital customer experience’ can be complicated. Richard McCrossan, Strategic Business Director at Genesys looks...

Amazon still top choice for Christmas gifts despite return to in-store shopping

While the tide is slowly turning in favour of in-store shopping, the majority of UK consumers still bought Christmas gifts on Amazon this year. Latest findings from leading online research and survey technology provider, Toluna, reveal that Amazon is still the...

5 tips to stop staff getting cold feet this January

The festive season is a funny one. We kick-off with the high spirits and merry-making in December, looking optimistically through to the New Year. The whilst sparkle and good will of Christmas then keeps us toasty with the promise of...

How positive recognition can lead to long term profitability

Employee recognition has been defined as ‘the timely, informal or formal acknowledgement of a person’s or team’s behavior, effort or business result that supports the organisation’s goals and values, and which has clearly been beyond normal expectations.’ Employees respond to appreciation...

There’s still time to Judge at the UK Employee Experience Awards 2014!

Nick Brice, Judge at the UK Employee Experience Awards, is passionate about employee experience. He gave us some sound bites on what makes a good employee experience and why he’s looking forward to judging at the Awards. I’ve had the privilege...

Speeding fines hit four year high due to new digital cameras

The number of speeding fines issued to motorists by the courts in England and Wales has risen to its highest level for four years amid the rollout of a new generation of digital speed cameras. The increase has been attributed...

EE to end Orange Wednesdays cinema offer

EE is axing its Orange Wednesdays promotion that provides free cinema tickets to its mobile phone customers. The offer, which allows Orange and EE customers to get two cinema tickets for the price of one on Wednesdays, was launched more than 10...