Leveraging customer complaints for service improvement
In the fast-paced world of business, customer complaints are often viewed as a nuisance—a thorn in the side of otherwise smooth operations. However, savvy businesses know that complaints are not something to be ignored or swept under the rug. In fact, they can be a powerful tool for driving service improvement and building stronger customer […]
Balancing training vs productivity
Training vs productivity Today, let’s tackle a topic that’s crucial in today’s ever-evolving digital landscape: training staff on new technologies without sacrificing productivity. As businesses continue to embrace technological advancements, it’s essential to ensure that your team is equipped with the knowledge and skills to leverage these tools effectively. However, the challenge lies in providing […]
Building a customer centric culture from the top down: The Leaders role
We live and work in a world where customer expectations are higher than ever. It’s generally acknowledged that those organisations who successfully rise to the challenge of building a customer centric culture from the top down will significantly increase their potential for future survival and growth. At the forefront of this cultural transformation are the […]
Tackling absenteeism in the workplace
Understanding Causes, Impacts, and Solutions of absenteeism in the workplace I was struck by a recent headline stating that Rishi Sunak wants to strip GPs of their power to sign people off work as part of a plan to tackle what he calls the UK’s “sick-note culture”. The prime minister claims benefits have become a […]
Caring at the Core: Elevating Mental Well-being on the Frontline
This week I’d like to highlight the importance of elevating mental well-being amongst our frontline brand ambassadors in the pulsing heart of customer service, where every interaction can swing from delight to despair, our frontline agents stand as the first and last line of defence in the battle for customer satisfaction. Yet, in this noble […]
It’s Women’s History Month
As you may know, the month of March is Women’s History Month and last Friday marked one of THE most special of March days this year, with International Women’s Day, which has been observed and celebrated as a special day for women across the globe, for more than a century. AND with Mother’s Day in […]
Happy International Women’s Day
As you may know, the month of March is Women’s History Month and today marks THE most special of March days this year, with International Women’s Day! I’ll be sharing my thoughts on Women’s History Month next Monday and for now, thought I’d leave you this week with (what I hope will be) an inspirational […]
Would YOU easily recognise a VULNERABLE CUSTOMER?
So just how do we effectively identify and respond to a vulnerable customer? The 2024 report by NICE, in association with leading research company, Focaldata, entitled The Changing Face of Vulnerability, considers how businesses need to find ways to overcome the complexities of identifying, and then responding to, vulnerable customers – especially given the ever […]
Do YOU have a Multigenerational Employee Value Proposition (EVP) in place?
Your Employee Value Proposition (EVP) MUST be FIT for Purpose Fascinating article in a recent issue of Personnel Today, by Reward Gateway’s People Experience Director, Chris Britton. The organisation helps companies attract, engage and retain employees, through their unified employee engagement hub, providing the best of recognition, reward, wellbeing, surveys, benefits and discounts that support […]
The very real problem of Presenteeism
Another fascinating read from corporate wellness experts Unmind this month, with an article by Sam Musguin-Rowe, all about the cost implications and financial losses companies face when they ignore the very real problem of PRESENTEEISM – defined as “the lost productivity that occurs when employees are not fully functioning in the workplace because of an […]
