Tag Archives: leadership

The 15 Business Dynamics Shaping Customer Experience in 2017

It’s that time of the year again, the most wonderful time as the song goes, certainly the most wonderful time of the year for analyst predictions. Forrester recently published a list of 15 business dynamics that are shaping the future … Continue reading

Posted in Current Affairs, Customer Service, Innovation, Strategy | Tagged , , , , , , , , , | Leave a comment

The Importance of Corporate Culture To Partnership

I saw a great blog about corporate values on the Engage Customer site recently. The author connects the way that companies talk about their ‘DNA’ to the way that football clubs have values that are shared by their supporters. I … Continue reading

Posted in Current Affairs, Customer Service, Human Resources, Innovation, Outsourcing, Strategy | Tagged , , , , , , , , , , , | Leave a comment

Happy Staff Make Happy Customers

This post is by Sasha Jenkins, Business Development Director at Teleperformance UK. The media has not been kind to Chief Executives recently, with a lot of discussion about corporate leaders who earn too much and deliver too little, but one … Continue reading

Posted in Contact Centres, Current Affairs, Customer Service, Strategy | Tagged , , , , , , | Leave a comment

Real Leadership Means Listening To Your Customers

I recently blogged about the problems some executives have identifying with their own customers. The Institute of Customer Service research I referred to shows clearly that many executives have no idea what the customer really wants and don’t appear to … Continue reading

Posted in Current Affairs, Customer Service, Strategy | Tagged , , , , , , , , , , , | Leave a comment

Customer service starts at the top

An interesting comment on the Fox business pages outlines a belief that you can predict the success of a company based on the way their executive team behaves with their customers. This sounds like common sense, but how many companies … Continue reading

Posted in Current Affairs, Customer Service, Human Resources | Tagged , , , , , , , | Leave a comment

Leading customer service from the top

How can you ensure that your customer service team always delivers great service? Of course you need to train the team and make sure they are empowered to look after the customer, but one of the most striking ways of … Continue reading

Posted in Current Affairs, Customer Service | Tagged , , , , , , , , | Leave a comment

Reading real books for business

Any manager today knows the problem. You want to keep improving your skills and learning more about sales, marketing, or management – all the things a modern manager needs – and the management book section is always heaving with new … Continue reading

Posted in Careers, Human Resources | Tagged , , , , , , , | 1 Comment