Navigating Big Data

Tesco famously has ‘segments of one’. Which is lovely of course - but they had to buy a data company just to make sense of the data so they could get there. Most of us don't have that luxury. But it doesn't mea...

Complaints are gifts…

I have spent most of my career listening to customers complain.  As the Director of Customer Satisfaction for 2 very successful corporations, I heard each time we had failed our customers. Customers would tell...

Keep Customers Happy

Holding onto existing customers is more important than ever. Too many organisations prioritise acquiring new business from new sources when much of the real value can be found right in front of them – it just ...

Personal Connections

Mastering the Telephone You have only one chance to make a first impression. While that statement is something you’ve probably heard at least 1,000 times, many of us think of it only in terms of meeting someo...

Build Your Team

Educate, Motivate, Stimulate, Evaluate, and Terminate There’s an old saying: Behind every successful man is a strong woman. I would massage that a bit and say, “Behind every successful business are strong emp...

Outbound dialling is on its way out

Nobody likes to have their evening interrupted by an unsolicited call from a complete stranger monotonously reciting a warmed up sales pitch for something they never wanted, needed or ever contemplated. It all ...