Guess what? It would seem that companies are starting to consider once again the idea that people like having a positive value experience when they go shopping – especially having the ability to ask questions of a member of staff when they’re shopping. In the vanguard of this value experience ‘revolution’ we find the corporate [...]

April 25, 2012 by Helen Blake

Consider your last rail journey.  Where did actual journey time fall in your list of priorities? (Unless, of course, the train was badly delayed or cancelled.)  Would the saving of 20 minutes to the journey time have come above getting a seat? Or a clean environment?  If you are anything like me I suspect not. [...]

November 25, 2010 by Helen Blake

As the line between social and business networking becomes increasingly blurred, companies would be wise to spell out clearly to employees what constitutes good behaviour.  This is a critical part of creating their employee value proposition. As businesses seek to utilise new opportunities thrown up by social media, e-commerce and social commerce, the line between [...]

November 17, 2010 by Helen Blake

Surprise, surprise! Customers are human beings with distinct personalities, needs and wants. Yet for largely commercial and expediency reasons most companies send exactly the same piece of communication to every customer. Some undertake a degree of customer segmentation which may result in a different offer or subtly changed wording in the communication. It may even [...]

November 16, 2010 by Helen Blake

Do customers view the quality of customer service as a key factor in deciding whether to do business with you?   The answer may surprise you. Too many businesses still view customer service as a cost of doing business rather than as an opportunity to do more business. Consequently they outsource their customer service call centres [...]

August 3, 2010 by Cindy Barnes