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What’s in a social media post? Quite a lot, and while most companies use social media as a way to connect with their customer base, there is always the danger that the company will misjudge the messaging, not handle complaints correctly, or make a disastrous mistake. Read More

The UK Customer Satisfaction Index (UKCSI) has fallen for the second year in a row, the Institute of Customer Service’s July 2014 report shows. With results demonstrating that customers are now less satisfied with service levels than they were in January 2011, how will companies respond to the 10,0 Read More

Do you find yourself suffering from separation anxiety every time you realise you left your phone in the other room? Or worse, you’re out but you left it at home. If you feel at a loose end when the conversation lulls or you’re stuck in traffic and use your phone to fill the silence, it’s possible Read More

You hate the thought of answering when it’s someone you don’t know or someone you do (but especially when it’s someone you don’t know). You hate feeling loss of control because you don’t know what they want to talk about. You dislike knowing that they can reach you no matter where you are to talk a Read More

On the contrary, you don’t need decades of experience to start a company, raise millions and build a billion pound empire – and you certainly don’t need to acquire a university or college degree to start or scale a business – but when experience is non-existent how do you prove your worth to preven Read More

For the record, 81% of statistics are also made up. And 81% of those who make up statistics use the number 81. People do not respond to statistics, rational arguments or even common sense. They don’t want to hear all the sensible reasons that they should invest in your product or service. If your s Read More

In the world of online communications, it’s all about playing nice and playing fair. We create content in the hope that others will share it. In turn, we share our knowledge, experiences and insights so that others can learn from us. When people share our content, they attribute the source to us, s Read More

More and more business owners are looking to outsource a choice selection of their services in order to save themselves time to focus on running the show. But many businesses are still unsure about the potential benefits and, indeed, pitfalls related to outsourcing. So what do you need to know so y Read More

Your customers want what they want when they want it and if they can’t get it from you, they’ll find it somewhere else. When seven out of ten callers will choose not to call back when they are met with an answer machine or no answer, you need to make sure that you aren’t losing business because you Read More

Instead of being a lifeline to the outside world, the telephone has become the engine of constant menace and torment, as phone-owners are receiving up to 30 unsolicited marketing calls per day. The irony being, these unwelcome callers are ringing off private numbers, yet it appears that our own tel Read More