Archives

‘Prisoner’s Dilemma’ Chart Predicts Pound’s Chances as Brexit Talks Continue

Following the recent deal between the UK and the European Union  to move onto the next phase of Brexit negotiations, financial experts are trying to predict what the new political landscape means for the future of Sterling. Now Dutch lender ING...

Banking on CRM to Keep Customers Saving

Customer Experience is an increasingly important task for any business, especially in retail banking. The sector is still working to repair its reputation in the wake of the financial crisis. New technology increases the avenues of engagement and customers are becoming...

Are SMEs Being Beaten at Their Own Game?

SMEs have long been the masters of a personalised approach to business, but with larger organisations making the most of e-commerce to personalise the customer journey, smaller businesses must keep up or risk losing out on their home turf. Business-to-business (B2B)...

Five Lifelong Career Skills Earned Working in a Call Centre

The way call centres work has evolved significantly in recent years, with the technology used becoming more sophisticated than ever. But despite these advancements, call centre managers and staff still need to be at the top of their game to meet...

Empathic CX: Making It Work

Empathetic interactions are all about seizing the countless invisible opportunities to surprise and delight customers by giving them information, engagements ,and experiences they will value at precise moments in exact places. Mobile messaging is brilliant at that. With an unrivalled reach...

Top Five Tips for Customer Service this Christmas

With the festive season upon us, shops and websites get busier, deliveries can take longer, and inevitably tempers can flare. Mandy Holford, director of customer services at Echo-U, shares her top five tips for any business preparing for Christmas on how to...

Giving it Your Best Shot: Aiming for Success

“The only person you are destined to become is the person you decide to be.”  —Ralph Waldo Emerson I have trained trainers and employees all over the world and have taught them to believe in themselves and their abilities.  I have...

Keeping Customers Loyal Beyond Christmas

Figures from John Lewis indicate that last year online sales grew by 11.8 percent year-on-year in the Christmas period – the six weeks leading up to the end of December. UK Christmas spending was predicted to hit record £77.56bn in 2016....

Know Customer Expectations…or no Customer Experience

Customer Experience management is a hot topic, and I would get a least one invitation a day to a CX seminar or workshop. Reflecting on the content of these events and having reviewed literature on the subject, it seems that the...

Employee Engagement to Employee Experience: Applying Existing Knowledge

Employee Experience is a relatively new area which has gained significant momentum in the last couple of years, culminating in a wide range of information being available on the subject. It has captured my interest for two key reasons. Firstly, with...