Brands that didn’t take e-commerce and digital mastery seriously enough before the pandemic are now out of business, or heading in that...

Across any function within any business, within any sector communication has been a word many have used as a key driver for relationship...

"The report’s overall message is clear. Companies that have formal customer engagement initiatives outperform those that don’t. For...

I've been involved in eCommerce since the very early days, and during that time I've seen a lot of brands come and go, along with a whole...

Many of you may know that I do a lot on social .. it stands to reason, we help companies transform with social, in sales, human...

Whenever you and I deal with a business, we deal with frontline workers, B2C or B2B it is always front line people. I remember being in...

Many companies today have a 'Customer Service' team, these are the unsung heroes of a company who to be frank, are tasked with dealing...

I know that people often see "employee experience" as about bean bags and table football etc.  Actually employee experience is about a...

I've just seen somebody ask a question on Linkedin "has anybody had any experience of winning business through social?" There are then a...

In eCommerce land we tend not to use the term 'leads' in relation to potential new customers, we politely refer to them as 'prospects',...

Whilst its old news that 'Lush Cosmetics' decided to ditch 'Social Media' which they say is due to them not being able to keep up with...

Although consumers are lodging complaints, asking questions and providing feedback on social media, they don’t necessarily tag the brands...

We're all customers of someone else's business right? Have you ever had a conversation that included the phrase 'I'm an Omni-Channel...

It's pretty well documented that customer reviews can significantly increase click through and conversion rates. The're used quite a lot...