Category: Uncategorized

Triple success for Shop Direct and Serco

Outright winners of the first ever UK Digital Experience Awards were Shop Direct in partnership with Serco, who scooped three trophies including the Best Overall Digital Experience. This was in addition to winning the Online Retail and Telecoms category and the...

How to Overcome Outpatient Feedback Challenges

While most NHS trusts have successfully achieved their inpatient response targets since the Friends and Family Test (FFT) was launched in April 2013, many have found it more difficult to collect responses from patients using their Emergency Departments and community...

The Face Behind the Grey Pound

The UK’s older generation is an obvious key target group for marketers. By 2020 it is estimated that over half of the British population will be over 50, which for marketers increases the value of the ‘grey pound’ even further. The...

Walk a mile in their shoes

It has never been more important to keep close to your customers. With an explosion of media channels, customers now have access to countless sources of information on the products and services they are interested in. Dr Emma K. Macdonald...

Best Western’s First Contact Resolution -A Year On-

Companies receive complaints. Whatever the industry. It is how the company deals with the complaints that makes a huge difference to wider brand perceptions. A quick search on social media will demonstrate how many complaints brands receive – and that...

Do your hotel guests or restaurant diners suffer from buyers' remorse?

So you’ve got the booking. All you do now is wait for your guests to arrive. Right? I’m sure you, like me, have made purchases – maybe bought a new pair of shoes, ordered a new car, or booked a holiday...

Hillarys quality approach extends to customer service

If you have redecorated and needed new blinds or curtains, chances are you have looked at or purchased from Hillarys. Trading for more than 40 years, Hillarys is the UK’s number one supplier of made-to-measure blinds, shutters and curtains. Its 180-seat...

Countdown to zero for Banking Customer Service

When it comes to measuring Customer Satisfaction, customers start their interaction hoping they’ll be able to score businesses at a ten, it’s only what we do throughout our interaction with them that keeps their score up there or that gradually...

Hospitality – What do we want from our hotel stay?

How often have you stayed at hotels either on business or for pleasure? What is it that you’re looking for from your stay? I often stay at hotels for work and less often with my family and I have a relatively...

What is great 21st Century Customer Service?

We are very proud and fortunate to work within the hospitality sector in the UK, alongside many people who value the delivery of customer service excellence as a critical success factor for any business. However, not every organisation and individual...