Category: Uncategorized

Are brands behaving badly?

Consumers want more regulation, legislation and governance on social media to tackle the unethical behaviour of brands online, according to a major study commissioned by The Chartered Institute of Marketing (CIM).  Despite acknowledging the value of social media to businesses, more...

Leaders come together to discuss creativity, motivation and culture in business

A series of events featuring inspiring leaders will be launching in London on the 2nd July. The movement aims to place organisational culture at the top of the agenda with events, articles and interviews. “Employee culture is the glue that holds...

Customer service departments in financial services sector struggle to connect the dots

Siloed approach to customer service leaves one in four queries unanswered first time With the next big digital innovation permanently just around the corner, today’s consumers expect customer service teams to be available – across multiple platforms – 24 hours a...

We All Benefit

A return to the customer focused principles of insurance InShared is a Dutch online general insurance company with an unusual customer focus. Only 20% of its premium income is used to fund its business operations. The remainder is used...

How Can Live Chat Help SMEs in Increasing Profits

Have you not yet integrated live chat with your small business website? Improving customers’ experience has become inevitable for the entrepreneurs, especially for the small business enterprises. Did you know that you are losing too many customers because of not...

Click to Chat for SMEs

Are you a small or medium-sized business with an online presence? Do you interact with your customers or prospective clients on your website? If so, you might be interested in the benefits of click to chat… Why? For a small or medium-sized business,...

Customer Service – where SMEs can have the upper hand

With lower customer numbers, smaller marketing budgets and lower bottom lines, SME businesses can have a rougher road to tread when it comes to acquiring new customers, however, where they can win hands down is by being the right size...

Don’t let ‘sorry’ be the hardest word for your business

When things go awry, what’s your first instinct? To cover up? To pass the buck? To dole out some cash? Or to come clean with a sincere apology? Recent research from the Ombudsman shows that to keep your customers happy, ‘sorry’...

The Future of Customer Experience

Joe Tawfik, CEO of Kinetic – a specialist business process outsourcing (BPO) for the telecommunication industry -looks ahead at what is emerging in the field of Customer Experience. Part two of the feature will appear in the July issue of...

Why haven’t we all switched to First Direct?

Since the seven day account switching scheme was introduced last September, only 1.3% (600,000) of us have decided to switch our bank accounts. And although this number is forecast to increase to somewhere between three and five million over the...