Rewarding loyalty

Why do we advertise? Is it because we are so proud of a new product that we have to boast about it to the world, is it because we want to entice a customer away from a rival or perhaps it is because by adverti...

Lebara making customers SMILE

Multi award-winning Lebara Customer Service have a lot to be proud of - employee engagement, industry high NPS and customers tweeting their love for the contact centre. Here they tell us some secrets to their s...

Listening to customers matters

Business software and services provider Sage is one of the UK’s biggest technology success stories. Launched by two entrepreneurs in Newcastle more than 30 years ago, today’s global FTSE100 business helps over ...

Don't Compromise

Why is it that so many good businesses hire people who are unfriendly and have no interest in being of service to anyone, let alone a paying customer? Why would we put someone out there who we know is rude and...