A year on from the implementation of GDPR, it is clear that the ICO is prepared to use its powers, with significant fines announced for British Airways and Marriott International. Is this a wake-up call for all firms who handle personal data?
Your Customers Expect More Than The Present
The mindset of a customer is more forward-thinking than ever. Is it enough for a business to just deliver a service well, or do they also need to plan ahead to avoid future problems and respond to changes in the market? Tom Wood considers why getting ‘stuck in the present’ may be a risk for businesses.
Customer Service – Why it matters
Under the Insurance Distribution Directive (IDD), insurance intermediaries must have the minimum necessary knowledge of complaints handling. Here’s why having strong customer service skills provides a solid foundation for meeting this requirement.
How to Manage Email and Increase Productivity
Is your inbox having a negative impact on your productivity? Nathan Matthews looks at the benefits of ‘working offline’.
Assessing Customer Needs – Considering Vulnerability
Why is it important to have a robust vulnerability strategy?
The Value of Complaints
When was the last time you wanted to complain, but didn’t? The stereotype that the British are reluctant to complain is backed up by recent research commissioned by the FCA.
Understanding and Retaining Customers
Retaining customers is a fundamental principle of good business practice. Existing customers are often the most profitable, so building a greater understanding of your clients is a topic which deserves significant consideration.
Business Development: What to do when Plan A doesn’t work...
We all know that Plan A will work because the plan is so awesome and couldn’t possibly fail right? WRONG!!
In business things change so quickly and you must be ready to change your plan and direction to best serve your clients.