Over the past year I have seen and experienced many great examples of social media communication, where organisations are listening, responding and engaging with followers. Unfortunately, for every business that gets it right, there are many who don't and instead use social media as a way of ...
I read an interesting article recently about how some people are naturally very “smiley” and others are not. The ability to smile a lot, and to put people at their ease, seems to be a disposition people have, and not something that can be easily taught. You may have heard the adage that “the ...
The world of customer service is evolving and understanding the next generation of consumers must be a priority for organisations in order to best understand where to focus their efforts. Retaining and generating loyal customers, healthy profit margins and crucially, positive coverage on social ...
My husband rolls his eyes every time he sees my purse busting at the seams with loyalty cards. Most retailers have become pretty savvy in figuring out how to track customer spend, and in the process, they learn a lot about my (buying) behaviour and entice me to keep spending. The travel industry ...

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