21 April, 2020

Go On - Make That Telephone Call...

Go on. Make that telephone call. You may never know what magic you will discover and memories that you’ll create and treasure as a result.

14 March, 2020

Make Sure That Your Customer Journey Is Effortless

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.

17 February, 2020

The Only Way Is Ethics

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.

26 January, 2020

Employee engagement remains as important as ever

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).

28 December, 2019

To be or not to be - use FIRO B

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.