It’s worth remembering that a key measure of customer satisfaction is customer effort. This means that the easier it is for the customer to do business with you the better it is. Whether single channel, multi-channel or omni-channel the message is the same – easy and effortless means higher customer satisfaction.

Is it time for you to refresh your company’s values and behaviours to reflect what your customers and employees are expecting? This blog article focuses on the growing importance of business ethics for both customers and employees.

Over the past 10 years, employee engagement has become more central to customer experience and more challenging to achieve. This is the assessment made by the Institute of Customer Service in their recently published UK Customer Satisfaction Index (UKCSI – January 2020).

FIRO-B is a much underrated psychometric. If you want to know more about how you and others prefer to act and behave in group situations then FIRO-B could provide the key to unlock the answers you and your team are looking for.

Delegating work is different to allocating work. Delegating offers genuine opportunities for people to grow and develop. Allocating work is simply distributing tasks to get done. Although allocating work has its place, delegating work pays big dividends in terms of employee engagement and development. Done properly, delegating will be even more rewarding for both manager and team member because, when done effectively, it offers variety and other intrinsic motivational rewards too.