January 18, 2021
If you are in the customer service
sector, you’ll have realized already that things are very different today than
they were before the COVID-19 pandemic. Even if you haven’t suffered significant
losses to your sales, staying aware of and adapting your business model to the
constant behavioural changes around the world can be a stressful task.
The way people work, eat, buy
products, communicate, learn and even socialise has changed massively. It’s no
longer prudent to rely on the formulas and predictions that once supported your
original business model, while the world seems to be in flux as it reacts to
both government and societal changes affecting the way people behave.
Continue reading “Adapt Your Customer Strategy for Today”
January 11, 2021
Branding and identity are just as
relevant when you’re striving to get your product or service to market and grow
your customer base as it is when you’re successfully running a large
By considering branding not just as
the way you present yourself externally, but also as the principles and values
you rely on to guide employees, customers and service partners to a better
understanding of who you are and what you want to achieve in the future, you’ll
be able to achieve much greater alignment and integration as your business
continues to scale.
Continue reading “Key Branding Lessons for Big Businesses”
January 4, 2021
Crafting your organization’s brand
values, whether you’re an established company going through an identity shift
or a brand new startup, can be a painstaking process. To convey what your
organization is all about in an age of unique challenges and global movements
has become more than a branding or marketing initiative.
On a number of levels, finalising your
brand’s core values is just the beginning. Your values define the soul of your organization
and should guide your business decisions as well as help to define interactions
with all stakeholders (employees, customers, service partners, local
communities and investors).
Continue reading “Values are for Living not Laminating”
December 28, 2020
values are the foundations of everything you do. Or you may prefer to think of
your organisational values as being the guiding compass that provides your direction.
By having strong
organisational values, you’re shaping your organisation, engaging your
employees and making it easier for your customers to have a relationship with
you because they know who you are and what you stand for.
Continue reading “Why You Need a Values-Driven Culture to Bring Your Business Smooth Success”
December 21, 2020
Your business has
embraced placing customer service excellence at the heart of everything it
does. It’s part of your foundations. You understand that to provide customer
service excellence; your customers need to feel loved, appreciated and
However, what some
companies forget in this happy equation is that employees providing customer
service excellence need to feel loved, appreciated and rewarded too.
Continue reading “Achieving Customer Service Excellence Through Employee Engagement”
December 14, 2020
Irrespective of whether your business
is going through a period of change or enjoying a consistent period of growth
and steadiness, having engaged employees is paramount to your success.
Here are some sobering statistics as food for thought from the Gallup
2017 Global Workplace Study :
Continue reading “Engagement Ideas and Empowerment Strategies For Business”
- Only 1 in 10 UK employees feel engaged
- A fifth of employees feel actively disengaged
- Engaged employees are 17% more productive
November 24, 2020
When your company is facing a crisis,
be it COVID-19 or another concern, you might be facing challenges that can seem
Whether it’s the recent pandemic or a
different crisis and period of change experienced by your company, engaged
employees will help you withstand the harshest of conditions.
Continue reading “5 Ways to Improve Employee Engagement During Crisis”
November 17, 2020
For a company to succeed both in
terms of its reputation and its bottom line, it has to put customer experience
at the heart of its vision, values and mission.
Twenty-first-century customers expect
excellent proactive customer service and won’t hold back if they don’t receive
it. We live in a 24/7/365 culture, and customer service has to keep up with the
expectations it brings. Customers also take a broad view of customer
Continue reading “Ideas To Improve Customer Experience and Maximise Return on Investment”
November 10, 2020
Organisational alignment is a key way
for competitive organisations to stay ahead of their rivals and be innovative
in business. And it starts with the leadership team.
What is Organisational Alignment?
It’s when your entire organisation, from top tier leaders to entry-level colleagues, shares the same organisational vision, mission and values for your company. Keywords here are communication, leadership by example and inclusion. This is vertical alignment. The other dimension is horizontal alignment, when the various functions and departments work effectively together and key words are collaborative working, accountability and transparency.
These are familiar words here at SERVICEBRAND
GLOBAL. We work with multiple sized
organisations to help them outline a shared sense of purpose both at a
strategic and operational level. From this shared sense of purpose comes
Continue reading “6 Steps To Organisational Alignment”
November 3, 2020
Never before have customers wielded
so much power. That’s why many are using their wallet to drive social and
economic change by supporting businesses whose core values they agree with.
As many as 63% of Americans hope that businesses will take the
lead to drive social and environmental change in the future. 50% of consumers
worldwide consider themselves ‘belief-driven’ buyers.
So, how does this apply to your
Shared values are a fundamental
driver of good customer relations. Interestingly, 23% of loyal customers are
willing to pay a premium price for products from brands they identify
Continue reading “How to Bring Core Values to Life in the Workplace”