Posts tagged strategy
How to Generate Business Insights from Online Reviews

Knowing your customers is the single most important business superpower.

And still, many brands are satisfied doing a bit of market research and running a few focus groups — essentially, collecting a bunch of opinions.

But to really get under the skin of your customers, you need to be able to read the values that are expressed in those opinions.

That’s what this article is all about.

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These 10 game-changing tips will help you make the most of customer reviews

I’ve assembled a list of 10 helpful facts for you based on academic research, as well as advice from other customer care experts such as Help Scout, Moz, Groove and CustomerSure.

The 10 tips that made my list include what to do when you get a bad review, how to get more customer reviews, and how to use other companies’ reviews to build your own.

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Is sustainable fashion the future? — Perhaps!

I’m a fan of sustainable fashion, and so I dream of a future where all fashion is transparently made, socially responsible and eco-friendly. My visit to Neonyt #Fashionsustain 2019 showed me encouraging signs of sustainable fashion finally going mainstream — but also 2 major challenges that sustainable fashion must overcome if it wants to change the world.

Read on to find out how to market sustainable fashion for maximum impact.

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Making an Action Plan for Better Customer Care Responses: A Case Study

The customer care leadership team of this multinational company was concerned about the quality of written responses going out to customers. They had seen samples with poor spelling and grammar and worried those samples might be representative.

Find out how I approached the project, and how we worked together to improve customer care replies.

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How to Optimise a Brand to Reach New Audiences — A Case Study

After a year of building insurance startup With Jack, it was time to optimise the brand message. Ashley, With Jack's founder and director, came to me because the existing website did a good job of conveying the brand ethos — but it didn't tell creatives why they should sign up.

Read this case study to learn more about this in-depth conversion copy project to find the messaging that would help grow the brand.

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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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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, I share my 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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