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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Don't handle complaints in a NUT-free environment: Why most complaint-handling guides actually make things worse for your customers

Successfully resolving a complaint is the happy result of a respectful, non-violent exchange about the customer's needs and how to meet them. This article introduces you to a scientifically proven way to connect with people who are stressed, emotional and making a complaint.

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