Can customer centric scheduling actually work in practice?

Customer centric scheduling is crafted for employees, for the benefit of customers. It’s a typical model to see adopted in retail especially, and other customer-facing roles. At first glance, it might seem like a great idea. But what about the...

Comparative usability testing can drastically improve your user experience

Testing your interfaces before they go live is imperative for success. Comparative usability testing is just another tool to guarantee everything runs smoothly during the user experience. There are multiple tests that you can run – all with many benefits...

Customer success competency model: how to ensure a customer-centric team

A customer success competency model probably sounds more complex than it really is. When broken down, it’s really simple to understand and implement within your business. At the heart of it, though, it’s a necessity to factor into your strategies...

Superior digital customer experience: the ultimate guide

A superior digital customer experience is becoming increasingly valuable in our technologically-advanced world. And it just keeps progressing from there. Long gone are the days where customer interactions only consisted of in-person conversations. Now, digitally advanced interactions are a minimum requirement,...

Customer timeline planning can be beneficial to strategise your business

It’s important to track your customers’ interactions with your business. A customer timeline runs right from their first point of contact, up to their most recent purchase. This process of customer brand engagement is referred to as a customer timeline.  It...

D&I manager: a guide to the emerging job role

At the beginning of 2022, LinkedIn released the job roles growing in demand. This revealed the top 25 fastest-growing job titles over the last five years. A unique and necessary position that stood out to us was of a Diversity &...

Lost calls: the ultimate guide to monitoring, preventing, and learning from them 

Lost calls refer to a call a customer makes that fails to reach an advisor at the other end. There are different types of these that occur for a plethora of reasons. But ultimately, they are all logged as lost...

The hybrid staffing models: which flexible working patterns should your organisation use?  

At its core, hybrid staffing models are centred on the employees and what works best for them. New models provide employees with greater flexibility into where and how they work.   Essentially, hybrid models investigate working conditions and situations. This changes the...

Online research platforms: a guide to generating customer feedback

Online research platforms are exactly as they state on the tin. If you want to find out how your customers, or even employees, are feeling, it’s time to bring this in. These platforms are crucial for gathering essential information and...

Capability development: the guide to internal transformation

Businesses home in on specific purposes. To achieve results and stay on track, capabilities must be well established within both the company and individual members. Capability development strategy is the backbone of what one organisation can achieve long term.   A McKinsey...

Pride Month in Business: an interview with Melissa Tilling

Today, we have an incredibly special interview with Melissa Tilling: the CEO and founder of Charitable Travel. Melissa is such a significant figure in both the business world and LGBTQ+ community. Her travel company is also the first and only...