3 GDPR mistakes that can damage your customer relationships... and how to fix them

“This will kill our company.”

“I might as well fold my business.”

“Lead magnets are dead.”

Those are just some of the reactions to the GDPR that we’ve heard. And they can seriously hurt customer relationships.

So, we've teamed up with Dwight Leatham from Word Space to shed some light on how words can help your business thrive despite — or even because of — the GDPR.

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Hiring a trainer? 13 things to look out for before you sign on the dotted line

Corporate training is a huge industry. In the UK alone, there are thousands of training providers helping businesses improve the skills of their staff. Add overseas providers into the mix, and finding an external trainer worth their salt becomes a massive task.

This 13-point checklist is designed to help you quickly assess trainers — and find someone who's able to make a real difference in the training room

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7 common misunderstandings in multicultural customer care (and how to fix them)

Brexit, "Make America Great Again", Narendra Modi's Davos speech about globalisation losing its lustre: those things can't fool us into thinking that globalisation is over. Every business now sells to a multicultural, multilingual audience. In this article, we'll look at 7 common conundrums that can get in the way of building rapport with customers who speak a different language, or who live in a different culture — and how to solve them.

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Do the words you use "have your BACK"?

From not-quite-convincing declarations of love to "inadver-turtle-dly" cringeworthy product packaging: Valentine's Day has reminded us that it's worth spending some thought on how you want to come across.

So here's a practical, 4-step plan for choosing the right words for your business, all wrapped up in a memorable acronym: BACK.

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How can customer care survive the plastic storm in our teacups?

This month started off with a shock to the British public: our beloved teabags contain plastic. Tea lovers all over the country started asking their favourite brands some difficult questions on Twitter. And it didn't take long till we saw service teams getting some stick for how they responded.

In this article, we'll analyse what went wrong in those tweets, and how to do it better — both now and in the long run.

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4 reasons why your website may not get you the sales you want

When you’re able to establish trust with a web visitor quickly, they're more likely to stay on the page, take in your entire message, and click through to buy from you.

We've identified 4 common mistakes that can put people off when they first come to your website.  Read on and fix those customer frustrations — for a website that's "on fire" with hot leads.

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12 days to Christmas: survive & thrive during peak season

For many customer support pros and business owners, December is a month of overflowing inboxes, overtime and overwhelm. Only to be continued in January, when the end-of-season sales kick off properly and the returns come in. In this article, we're sharing our 12 favourite try-today ideas that can help you cope with this busy time.

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Customer Service Trends 2018: 10 things we learned at the Forum's National Conference for Quality & Customer Experience

From complaints to mindfulness, from surveys to robots — what's going to change in the world of customer service? Take a peek at our notes from The Forum's Conference for Quality & Customer Experience on 29 November and make 2018 your best year yet.

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Doing good: 5 tips for consumer questions about your ethics

Critical consumerism is on the rise — fortunately! This means people are more likely to ask your support team about ethics and sustainability. Sabine's put a company to the test. See why the response she got isn't good enough — and what you can do so your team gives a better one.

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