News and Blogs

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Building Trust – A Relationship Economy

In the global customer service industry our challenge is keeping interactions with our customers ‘human’ whilst providing the digital choices demanded across the demographic bases of our consumers. Are we getting the mix right? Do we measure quality, or transactions? Are we worried about costs today or business longevity into the future.

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A New Approach to Profit Sharing!

Recently it has been reported that the increase of the higher minimum wage (new living wage) to £7.20 per hour is sending ‘shockwaves’ through the labour market (The Guardian). This report sites an economic scare of more poorly administered and ill-intentioned zero...

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How do you stand out in the crowd?

If every business is meeting these standards how do you stand out in the crowd? No matter how good your product or core service the following stats show us that customers want that little something extra… 50% of UK customers move product providers because of poor...

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Living your company values!

As leaders in our businesses and ideally in our industries, the core ideology (purpose) of our businesses must provide the guidance for everyday business delivery. The processes by which we deliver the customers’ needs are incredibly important. This is what provides...

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Let’s Be Clear!

Knowing your business processes and providing transparency within your business empowers your staff. In growing businesses senior management are asking for more from their key staff than their original job description. Being clear about an individual’s definitive...

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Wouldn’t it be amazing?

If each time your customer calls they have a sense of contentment because once again you have met their expectations – wouldn’t that be amazing? Processes deliver the ‘what’ and ‘when’. Empowerment of staff delivers the ‘how’. Definition of your goals allows everyone...

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A Can-do Attitude

Growing businesses have many challenges every day.  Have you banned the word ‘problem’ from your organisation? Meeting the challenges each and every day with a ‘can do’ attitude will get things done. Defining what you want to achieve as a business and taking the...

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Knowledge is power!

We've seen how technology is helping us to hold knowledge of our customers, but there is much more to know. • How many products or services do you offer? • What are the prices? • Are there discounts available? • What about returning goods? • How can you guarantee the...

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