Our Articles
Do People Leave Companies or Bosses?
It’s only when we dig a little deeper, perhaps at the exit interview, that we discover that the key employee who is leaving you, still
Abdicating Your Customer Service Responsibilities?
In the pursuit of cost-cutting and operational efficiency, many businesses are tempted to abdicate their customer service responsibilities, seeking refuge in offshore customer service centers
You Can’t Front Load Relationship Selling
Relationship selling (as opposed to transactional selling) seeks to build trust with chosen customers in order to lock in loyalty. Our very best endeavours don’t
Who’s Checking Out Who?
No one forgets their first week in a new job, particularly when new to the organisation. Everything from the environment to the culture is brand
Employee Satisfaction Surveys: Should they be in-house or external?
It is widely believed that employees are a company’s most valuable resource. Understanding the ebb and flow of human mindsets should be a priority if
Should Organisations Conduct Customer Satisfaction Audits?
Before going into the reasons why a customer satisfaction audit (CSA) can be very useful to find out what customers think and feel, it’s worth
