Social Customer Service: Say goodbye to your bad habits before...

No one would argue that it isn’t stressful being in the hiring and firing line of customers. With our customer’s expectation running higher than ever, combined with the mantra that marketeers have lived by for at least a decade or two – that retention is more cost effective than acquisition, it is hardly surprising that the introduction of social media into the communication mix has shaken things up when it comes to the delivery of customer service. The Institute of Customer Service estimate that today over 70% of the working population have roles in customer facing jobs. So we should be pretty good at it by now – right? Well we certainly score pretty high when it comes to Europe – on the EUCSI index (European Customer Satisfaction Index) we are top of the charts scoring 76.1. Apparently, much of the credit has to be given to our retailers who appear to be the exemplar of good customer service and credited with boosting the national average. However, a study by Buchanan found that 1 in 3 new candidates for customer facing roles were lacking the necessary skills to deliver customer […]

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Invested Business? Invest in Marketing

With so much research and development taking place in the early stages of your...

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Planning for reopening – how to accelerate out of lockdown

The government’s roadmap out of the lockdown is currently going to plan and we...

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