Rant & Rave

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Why Motivation is Key to Engaging Employees & Customers

Posted by Rant & Rave

There are employees who get it and are highly motivated; they understand what their roles are and what is expected of them. But at the other end of the spectrum, there are other employees who don't...
Read More January 29, 2018

Topics: Employee Engagement

Customer Satisfaction Trends for 2018: What You Need to Know

Posted by Rant & Rave

A customer satisfaction survey seemingly pops into our mailbox every time we make a purchase, engage in a call centre interaction or check out of a hotel room.
Read More December 6, 2017

Topics: Customer Satisfaction

Understanding First Contact Resolution and Improving Call Centre Performance

Posted by Rant & Rave

When something is going wrong, and a customer calls in with a query, they want to get an answer as soon as possible.
Read More November 15, 2017

Topics: Contact Centre

Mastering Customer Emotion: 7 Ways to Drive a Great CX

Posted by Rant & Rave

When it comes to attracting, impressing and retaining a loyal and satisfied customer base, emotional engagement should be at the top of your wish list.
Read More October 10, 2017

Topics: Customer Feedback, Closing The Loop

How to Build a Successful Voice of the Customer Programme

Posted by Rant & Rave

In the past 5 years we've seen a real shift in customer expectations, not only are they demanding exceptional experiences but they're also not completing surveys.
Read More September 25, 2017

Topics: Voice Of The Customer

Closing the Customer Feedback Loop: 12 Reasons Why Brands Need to Do It

Posted by Rant & Rave

Customer feedback is a vital component to any successful business. Big decision makers in any organisation often think strategically and sometimes - just sometimes- they can’t always see the wood for...
Read More September 18, 2017

Topics: Customer Feedback, Closing The Loop

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