February 25, 2010

Top 10 leadership qualities

“But it’s not enough to have a vision; leaders must also share it and act upon it. Jack Welch, former chairman and CEO of General Electric Co., said, “Good business leaders create a vision, articulate the vision, passionately own the vision and relentlessly drive it to completion.” A leader must be able to communicate his [...]

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February 16, 2010

What is emotional intelligence?

There’s a lot of discussion about Emotional Intelligence, or EI, and its connection with the way that we behave, but what exactly does the term mean? EI describes the ability, capacity and skill to manage the emotions of individuals and groups of people. This can be especially important to understanding your attitudes and behaviours, which [...]

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February 16, 2010

Being emotionally involved pays off

Results from a survey exploring the relationship between top 10 brands and their customers, from Targetbase Claydon Heeley have been announced. The survey aimed to understand how customers value brands and the impact this has for the brand on their value as customers. Results showed that the more customers are understood by a brand, and [...]

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February 16, 2010

Customer satisfaction results are in

Retail and telecommunications, which are key areas of focus for Wiseheart, are performing well. The Institute of Customer Service survey sampled 25,000 adults over the internet, and the results are expressed as the UK Customer Satisfaction Index which is the national measure of customer satisfaction for UK organisations. There is an upward trend showing that [...]

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January 16, 2010

The art of customer engagement

The latest thinking shows that that providing outstanding customer service and increasing customer engagement are two of the main strategies that businesses are using to get a competitive edge. The more passionate you are about the way you deliver customer service, the more engaged and loyal customer will be to the business.

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