There seems to be a constant debate as to whether social media is truly effective in driving measurable results for retail businesses. And as 2013 gets into full swing, there are numerous reports and articles out there that are trying to provide some specific answers and further insights in relation to this very issue. Two…
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Well no doubt we’ve all been reading the stats and facts about the latest Christmas shopping period and the various online retail trends that became clearer during this key sales period. And although overall the retail industry is not performing at its peak, the news is good for the online retail market as most of…
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Over the last 9 months, thanks to the help from Angel Investors and North East Private Equity we’ve been able to realise the first part of our vision and business strategy. Click here for Press Coverage The next step for us to focus on expanding our relationships with existing clients, further develop our product suite…
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Okay, so we probably all agree that gamification has become a bit of an overused word – you could say a real buzzword of 2012. And for those of you who have managed to miss this topic completely, here is a definition from Wikipedia: “Gamification is the use of game design techniques and mechanics to…
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In 2011, Google published an e-book entitled ‘Winning the Zero Moment of Truth’ written by Jim Lecinski. And since then have gone on to add more resources and tools to support the concept and educate brands, all housed in the site of the same name www.zeromomentoftruth.com The concept is focused on the dramatic changes we…
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Resolving a customer’s problem quickly, and with minimal effort on the part of the customer is something almost all customer service operations strive toward. Having worked with leading brands in retail, financial services and utilities over the last fifteen years, we’ve found that First Contact Resolution is always towards the top of a Customer Service…
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It’s no secret that banks aren’t exactly flavour of the month at the moment. Not only are they being blamed for the global financial crisis which has left the UK’s economy reeling, they’ve also been held to account over the PPI misselling saga and unfair overdraft charges. Just about the only thing banks aren’t being…
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If there’s one thing guaranteed to drive customers crazy, it’s being left in a queue listening to a message that says “your business is important to us” or even better, and one of my favourites – an instrumental version of the Beatles Hit, “We can work it out”. Nothing personal John and Paul, but are…
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Contact centres are the public face of most business-to-consumer organisations. So how you run it can make all the difference between a customer telling all their friends how great your company is, or tweeting about your terrible levels of service. It’s not surprising, then, that many companies are investigating how to balance the two priorities…
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