Archives

Shared Parental Leave – where are we now?

Shared Parental Leave tends to be seen as a complicated matter with the majority of the UK population saying they are unclear about the maternity and paternity entitlements that are on offer come April 2015. The current system may seem clearer:...

The Growing Challenge of Third-party Customer Experience

White vans have been in the news a lot recently, most notably as a result of the Labour MP Emily Thornberry’s disastrous tweet during the recent Rochester by-election. Beyond the political landscape they have also featured in one of...

Creating Award Winning Employee Engagement: A Case Study.

We have had the pleasure of working with Caterpillar for a while, and recently I was asked to judge their ‘Excellence in Customer Experience Awards for 2014.’ I am pleased to say Carter Machinery, one of the leading Caterpillar dealers...

Employee wellbeing – Number 1 priority for 2015

When we think about New Year’s resolutions, we usually only choose one that directly impacts us and not anyone else around us. This year, however, you should consider looking further afield at how you can change your habits to impact...

Why should marketers take a more strategic approach to their Account Based Marketing?

Account Based Marketing (ABM) has long been used, chiefly by service organisations (or departments), to gain closer relationships with and maximise the value of their most important accounts. Recently, however, because of ever more educated and demanding B2B buyers, growing...

Staff reward and incentive trends for 2015

With the recent news about the UK unemployment rate falling below two million for the first time since the financial crisis, things are looking up. But renewed confidence in the job market means many are considering a new job. If your...

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...