A Blueprint for Success: How to Set and Achieve Business Goals

In the dynamic, competitive landscape of the business world, setting and achieving goals is absolutely vital for success. 

Whether you're an entrepreneur starting a new venture or a seasoned business owner looking to take your company to new heights, the process of defining and realising your objectives is a crucial aspect of strategic planning. 

In this blog post, we'll explore a comprehensive guide on how to set and achieve business goals that can propel your organisation toward long-term success.

Define Your Vision and Mission:

Every successful journey begins with a clear vision and mission. Define what your business stands for, what it aims to achieve, and how it wants to impact its stakeholders. Your vision and mission will serve as the guiding principles for setting specific goals that align with your overarching purpose.

SMART Goal Setting:

The SMART criteria, Specific, Measurable, Achievable, Relevant, and Time-bound, provide a structured framework for goal-setting. Your business goals should be clear and well-defined, measurable in terms of progress, realistically attainable, relevant to your overall vision, and set within a specific timeframe.

Prioritise and Focus:

While it's tempting to create an extensive list of goals, it's essential to prioritise them based on their significance and impact. Focusing on a few key objectives at a time allows for better resource allocation and increased chances of success. Prioritization helps prevent the dilution of efforts across too many tasks.

Break Down Larger Goals:

Large, ambitious goals can be overwhelming. Break them down into smaller, more manageable tasks. This not only makes the goals seem more achievable but also provides the opportunity to celebrate incremental successes along the way, boosting morale and motivation.

Engage Your Team:

Goals are not accomplished in isolation. Involve your team in the goal-setting process. Encourage open communication and collaboration to gather diverse perspectives and ideas. When your team is invested in the goals, they are more likely to be committed to their achievement.

Monitor Progress and Adjust:

Regularly monitor the progress of your business goals. Establish key performance indicators (KPIs) and track them consistently. If necessary, be prepared to make adjustments to your strategies based on the data and feedback you receive. Flexibility is key in the ever-evolving business landscape.

Celebrate Achievements:

Acknowledge and celebrate both small and large achievements. Recognition not only boosts morale but also reinforces the importance of the goals within the organisation. Celebrating successes creates a positive work environment and motivates the team to continue striving for excellence.

Learn from Setbacks:

Not every goal will be achieved without obstacles. Setbacks and challenges are inevitable, but they also provide valuable learning opportunities. Analyse the reasons behind any setbacks, learn from them, and use that knowledge to refine your strategies moving forward.

Review and Renew:

Business goals are not set in stone. As your business evolves and the external environment changes, periodically review and renew your goals. This ensures that your objectives remain relevant and aligned with the overarching vision of your organisation.

Setting and achieving business goals is a dynamic and iterative process that requires careful planning, teamwork, and adaptability. By following the steps outlined in this guide, you can create a roadmap for success that not only propels your business forward but also fosters a culture of continuous improvement and innovation. Remember, the journey to success is as important as the destination, and with a well-defined goal-setting strategy, your business can navigate the path to long-term prosperity.

(Image courtesy of Dirk Wouters from Pixabay)

“URocked” already provides the transparency and accounting requirements for tips, gratuities, and service charges, as soon to be required by law

While the changes to tip accounting and payment regulations are currently in consultation with the hospitality sector, and scheduled to come into force on the 1st of July 2024, "URocked”, the cashless tipping solution company, is already equipped to deliver all the essential requirements. This capability increases income for workers and simplifies the daily tasks of employers.

Equivalent legislation has already been implemented in Ireland, ensuring every worker directly receives their tips without employer involvement. The implementation of the "URocked" system, facilitating both bill payments and tip transactions through debit and credit cards, has demonstrated a notable increase in tips, up to fivefold in some places. 

This has led to a substantial increase in employee compensation as a way of acknowledging their hard work, providing welcome relief at a time of significant increase in cost of living and decreasing cash tips.

"We believe the upcoming legislation in the UK will serve as a driving force for enhancing the performance of service personnel, ultimately leading to increased revenue and staff retention for employers," states David Dillon, founder and CEO of "URocked".

The system introduced by "URocked" allows the bill and the tip to be paid in one transaction, with a choice of tip amount. However, in comparison to traditional payment devices, the bill payment is sent directly to the business, with the tip being sent separately to the worker directly or to a pool of workers, therefore, requiring no involvement from the employer and providing full transparency and accounting. 

“URocked” follows all HMRC guidelines and procedures, meaning tips paid direct to workers are treated as effectively cash tips, thus reducing the tax and administrative burden on employers.

"We introduced this system because we realised we needed to address the situation of customers who often lack cash” says Kay Allen, owner of London’s luxury Cat Cafe “Whiskers & Cream”. 

Kay adds “the system brings satisfaction to customers who can express gratitude for the service, whilst at the same time ensuring workers receive these payments directly into their accounts, eliminating the need for additional resources on our part”.

Founded by David Dillon in 2020, URocked is a complete digital tipping solution and integrated payment acceptance company. URocked platform seamlessly enables innovative pay at the table and mobile, card, and QR code tipping, directing 100% of tips to employees without employer payroll involvement. URocked solutions provide transparency, regulatory compliance with evolving regulations, and reduced administrative costs, while service employees benefit from receiving their tips directly in full.

https://urocked.com/

A Roadmap to Success: How to Set and Achieve Business Goals

Setting and achieving business goals is the cornerstone of success for any organisation. Whether you're a startup or an established company, a clear roadmap is essential to navigate the complexities of the business world. 

In this blog post, we'll explore a comprehensive guide on how to set and achieve business goals, ensuring your organisation moves forward with purpose and efficiency.

Define Your Vision and Mission:

Before diving into specific goals, it's crucial to have a clear vision and mission for your business. Your vision outlines what success looks like, while your mission defines the purpose of your organization. These elements serve as the foundation for setting meaningful goals that align with your company's overall direction.

SMART Goals:

Embrace the SMART criteria (Specific, Measurable, Achievable, Relevant, and Time-bound) when setting goals. Specific goals provide clarity, measurable goals allow for tracking progress, achievable goals ensure feasibility, relevant goals align with your overall strategy, and time-bound goals create a sense of urgency.

Prioritise Your Goals:

Not all goals are equal in importance or urgency. Prioritise your goals based on their impact on your business objectives. Identify short-term goals that can lead to long-term success, and focus on initiatives that will have the most significant positive influence on your organisation.

Break Down Goals into Actionable Steps:

Once you've established your high-level goals, break them down into smaller, actionable steps. This makes the goals more manageable and allows your team to see progress regularly. Assign responsibilities for each step to ensure accountability and collaboration.

Regularly Review and Adjust:

Business environments are dynamic, and it's essential to regularly review your goals to ensure they remain relevant and aligned with your company's trajectory. Be flexible and willing to adjust goals based on changes in the market, industry trends, or internal factors.

Engage Your Team:

Goal setting is not a top-down process. Involve your team in the goal-setting process to foster a sense of ownership and commitment. Encourage open communication and collaboration, as the collective efforts of your team will be instrumental in achieving ambitious business goals.

Celebrate Milestones:

Acknowledge and celebrate the achievement of milestones along the way. Recognizing progress boosts morale and motivates your team to stay committed to the overarching goals. This positive reinforcement contributes to a culture of success within your organisation.

Utilise Technology and Analytics:

Leverage technology and analytics tools to track and measure progress. Data-driven insights can provide valuable feedback, allowing you to make informed decisions and refine your strategies as needed.

Continuous Learning and Adaptation:

Embrace a culture of continuous learning. Encourage your team to adapt to new technologies, industry trends, and best practices. This proactive approach ensures that your organisation remains agile and resilient in the face of challenges.

Seek Professional Guidance:

Consider seeking advice from business consultants, mentors, or industry experts. Their experience and insights can provide valuable perspectives and help you navigate challenges on the path to achieving your business goals.

In conclusion, setting and achieving business goals is a dynamic and ongoing process that requires careful planning, adaptability, and the collective efforts of your entire team. By following these guidelines and staying committed to your vision, your organisation can navigate the ever-changing business landscape and achieve sustainable success. Remember, setting and achieving goals is not just a destination; it's a journey that propels your business forward.

BMBI, the barometer of sales to builders and trades, expands to 92% market coverage

The year 2023 is rounding off with a significant relaunch of the Builders Merchant Building Index (BMBI) report, now featuring builders’ merchants sales data to builders and trades people covering 92% of GB national sales, up from just over 80%.

Launched in 2015 as a brand of the Builders Merchants Federation (BMF), BMBI uses data from GfK’s ground-breaking Builders Merchants Panel, The panel captures generalist builders’ merchants’ sales throughout Great Britain to builders and trades people who are directly involved in repairing, maintaining, and improving Britain’s 27.7 million homes. 

The recent addition to the panel of Huws Gray, JT Dove and CMO Stores, mean the data now tracks the sales of 92% of builders’ merchant branches making it the most accurate, comprehensive monitor of market performance available.

The monthly BMBI report is well used by merchants, their larger customers and suppliers and is used by construction generally. It's also caught the attention of companies and organisations outside the construction industry, who want to know what’s happening, what’s important and why. The why is provided by leading brands of building materials, components and software, the BMBI Experts, who make sense of the trends and issues for readers.

The website is regularly visited by economists and advisors, the national media, big banks, big six accountants, management consultants, private equity investors, financial institutions and Government departments. Anyone in fact who needs to know the trends and what's driving the trends in a complicated, fragmented industry.

Across the pond, readership is growing rapidly, and the BMBI website gets regular hits from the US Senate, US State Department, individual senators, and the Bill & Melinda Gates Foundation to name only a few.

“Since its inception in 2014 GfK’s Builders Merchants leaderpanel has become a key market barometer through its usage in the BMBI,” says Emile van der Ryst, Key Account Manager – Trade & DIY at GfK – an NiQ company. “It’s become a reference point for industry leaders, financial institutions, and government organisations.

“After a relaunch of the data in 2020 we're now pleased to announce the latest relaunch, which came into effect with the October 2023 dataset. The key missing market contributor, Huws Gray, is now included for the first time alongside CMO Stores and JT Dove, both well-known market players.

“This is an exciting new chapter for the service which we believe is a crucial and vital step in providing a relevant and important view of the market, especially in these challenging economic conditions.”

Mike Rigby, MD of MRA Research which produces the BMBI report says: “Once you track over 90% of builders’ merchants’ sales of building materials to builders and tradespeople the numbers are, practically speaking, the market itself, not an estimate or approximation of it. That’s a crucial distinction. It’s not like a survey or poll which takes only a small slice of the market, which is intended to represent the market, and then scales it up. However sound your sampling and rigorous your methodology, there’s a world of difference between scaling up from a small sample, and reporting on 92% of actual sales to the market.”

“The relaunch in the October BMBI report,” confirms BMF CEO John Newcomb, “is a significant step forward in establishing reliable statistics across construction. The BMF’s Builders Merchant Building Index (BMBI) is the closest measure there is of Britain’s small builder and trades market, and the best proxy we have to the important residential RMI (Repair, Maintain, and Improve) market.

“BMBI is as accurate a measure of the market as it’s possible to get. That’s one reason we call GfK’s Builders Merchants leaderpanel, ‘gold standard’ data. And it’s why so many decision makers and influencers regularly spend so much time poring over the reports and video debates from the BMBI Experts on www.bmbi.co.uk.”

Navigating Uncharted Waters: The Impact of COVID-19 on Small Businesses

The global COVID-19 pandemic, which emerged in late 2019, has had far-reaching consequences across a variety of sectors, with small businesses bearing a disproportionate burden. 

These enterprises, often considered to be the lifeblood of local economies, faced unprecedented challenges as they navigated through the uncertainties of lockdowns, supply chain disruptions, and changing consumer behavior.

Economic Fallout:

The economic fallout of the pandemic was particularly harsh on small businesses. Many faced closures, reduced operations, or even complete shutdowns due to government-imposed lockdowns. With limited financial reserves, these businesses struggled to stay afloat as revenue streams dwindled.

Digital Transformation:

As lockdowns forced consumers to stay home, businesses had to adapt quickly to the surge in online activity. Small businesses that successfully embraced digital transformation found new ways to reach customers through e-commerce, online marketing, and virtual services. This shift highlighted the importance of agility and innovation in surviving unprecedented challenges.

Supply Chain Disruptions:

Global supply chains were severely disrupted during the pandemic, impacting small businesses that heavily relied on timely deliveries of goods and services. Shortages, delays, and increased costs became common challenges, forcing businesses to reevaluate their supply chain strategies and explore local alternatives.

Financial Strain:

Access to financial resources became a critical issue for small businesses. Many faced difficulties securing loans or grants, leading to layoffs, wage cuts, and business closures. Government stimulus packages provided some relief, but the long-term financial health of small businesses remained uncertain.

Changing Consumer Behavior:

The pandemic reshaped consumer behavior, with a significant shift towards online shopping, contactless transactions, and home-based services. Small businesses had to adapt quickly to meet changing customer expectations and preferences, emphasizing the need for flexibility and a customer-centric approach.

Community Support and Resilience:

Amidst the challenges, there were inspiring stories of community support and resilience. Local initiatives, online campaigns, and a growing awareness of the importance of supporting small businesses emerged. Communities rallied together to help these enterprises weather the storm, showcasing the resilience and interconnectedness of local economies.

The impact of COVID-19 on small businesses has been profound, testing their resilience and adaptability. While challenges persist, the lessons learned from this experience have highlighted the importance of innovation, digitalisation, and community support. As small businesses continue to navigate the uncertainties of a post-pandemic world, their ability to evolve and adapt will be crucial for long-term success. As consumers, communities, and businesses come together, there is hope that these enterprises will emerge stronger, more resilient, and better equipped to face future challenges.

(Image courtesy of WOKANDAPIX from Pixabay)

Elevating Customer Experiences: Strategies for Improving Customer Service

In today's highly competitive business landscape, providing exceptional customer service is no longer just a nicety; it's a necessity. Customers now have a myriad of options at their fingertips, making their loyalty harder to secure. 

To thrive in this environment, businesses must prioritise and continuously refine their customer service strategies. In this blog post, we'll explore effective strategies for improving customer service and enhancing overall customer satisfaction.

Understand Your Customers:

The foundation of exceptional customer service lies in understanding your customers' needs, preferences, and pain points. Conducting regular customer surveys, analysing feedback, and tracking customer behavior can provide valuable insights. By creating detailed customer personas, businesses can tailor their service approach to better meet individual needs.

Invest in Employee Training:

Well-trained and motivated employees are the frontline ambassadors of your brand. Invest in comprehensive training programs to equip your staff with the necessary skills to handle customer inquiries, resolve issues efficiently, and communicate effectively. Foster a customer-centric culture within the organization to ensure that every employee values and prioritises customer satisfaction.

Leverage Technology Wisely:

Technology can be a game-changer in enhancing customer service. Implementing customer relationship management (CRM) systems, chatbots, and artificial intelligence can streamline processes and provide quick responses. However, it's crucial to strike a balance: While technology can automate certain tasks, the human touch remains essential, even vital, for building genuine connections.

Create Seamless Multichannel Experiences:

Customers expect to interact with businesses across various channels seamlessly. Whether it's through social media, email, phone, or in-person, the experience should be consistent. Integrating and synchronising customer data across channels ensures a unified view, allowing businesses to provide personalised and efficient service regardless of the platform.

Prioritise Proactive Communication:

Anticipating and addressing customer needs before they become problems is a hallmark of excellent customer service. Implement proactive communication strategies, such as sending timely updates, providing relevant information, and seeking feedback. By staying ahead of potential issues, businesses can foster trust and loyalty among their customer base.

Establish a Robust Customer Feedback Loop:

Regularly collecting and analyzing customer feedback is essential for continuous improvement. Implement surveys, encourage online reviews, and actively seek input from customers. Use the insights gained to identify areas for improvement and to celebrate successes. A transparent feedback loop demonstrates that you value your customers' opinions and are committed to meeting their expectations.

Empower Customers with Self-Service Options:

Offering self-service options can empower customers and enhance their overall experience. Develop user-friendly FAQs, knowledge bases, and tutorials that enable customers to find solutions to common issues independently. This not only reduces the burden on customer support teams but also provides customers with a sense of control and convenience.

Resolve Issues with Empathy and Accountability:

Mistakes and issues are inevitable, but how they are handled defines the customer experience. Train your team to approach problems with empathy, actively listen to customers, and take ownership of issues. A sincere apology and a commitment to finding a resolution can turn a negative experience into an opportunity to build trust and loyalty.

In a world where customers are more discerning and demanding than ever, businesses must continuously evolve their customer service strategies to stay ahead. By understanding customer needs, investing in employee training, leveraging technology wisely, and maintaining open lines of communication, businesses can create memorable and positive customer experiences that lead to long-term success. 

Remember, exceptional customer service is not just a goal; it's a journey that requires commitment, adaptability, and a genuine passion for customer satisfaction.

(Image courtesy Gerd Altmann from Pixabay)

Navigating Tomorrow: Unveiling the Future of E-commerce Trends

In the ever-evolving landscape of digital commerce, staying ahead of the curve is essential for businesses looking to thrive in the competitive online market. 

As we step into the future, the e-commerce industry is set to undergo significant transformations, driven by technological advancements, shifting consumer behaviors, and emerging market trends. In this blog post, we'll explore the key trends shaping the future of e-commerce.

Augmented Reality (AR) and Virtual Reality (VR) Shopping:

The integration of augmented reality and virtual reality into the e-commerce experience is set to redefine how consumers shop online. AR allows customers to visualise products in their real-world environment before making a purchase, while VR provides immersive virtual shopping experiences. Retailers are likely to leverage these technologies to enhance customer engagement, reduce product returns, and create a more personalized and interactive shopping journey.

Artificial Intelligence (AI) and Machine Learning (ML):

AI and ML are becoming integral components of e-commerce platforms, driving personalized recommendations, chatbots for customer service, and predictive analytics. These technologies analyze vast amounts of data to understand consumer behavior, preferences, and trends, enabling businesses to tailor their offerings and marketing strategies to individual customers.

Voice Commerce:

Voice-activated virtual assistants like Amazon's Alexa and Google Assistant are gaining popularity, paving the way for voice commerce. Consumers can now make purchases, track orders, and interact with e-commerce platforms using voice commands. As voice recognition technology improves, businesses will need to optimize their platforms for voice search and provide seamless voice-enabled shopping experiences.

Sustainability and Ethical Practices:

With increasing awareness of environmental and social issues, consumers are placing greater emphasis on sustainability and ethical practices. E-commerce businesses are expected to prioritize eco-friendly packaging, ethical sourcing, and transparent supply chains. Brands that align with values such as environmental responsibility and ethical production are likely to gain a competitive edge in the future.

Cryptocurrency and Blockchain Technology:

The rise of cryptocurrency and blockchain technology is impacting online transactions and payment systems. Cryptocurrencies like Bitcoin and Ethereum are gaining acceptance as alternative payment methods, offering increased security and lower transaction fees. Additionally, blockchain technology is being used to enhance transparency in supply chains, ensuring the authenticity of products and fostering trust among consumers.

Social Commerce:

Social media platforms are evolving beyond mere marketing channels and becoming direct points of sale. The integration of shopping features on platforms like Instagram and Facebook enables users to discover and purchase products without leaving the app. Social commerce is likely to continue growing, providing businesses with new opportunities to connect with consumers and drive sales.

Subscription-Based Models:

Subscription-based e-commerce models are becoming increasingly popular, offering consumers a convenient and personalized shopping experience. From curated product subscriptions to on-demand services, businesses are exploring creative ways to retain customer loyalty and predict revenue streams.

As the e-commerce landscape continues to transform, businesses must adapt to emerging trends to stay competitive and meet the evolving expectations of consumers. The future of e-commerce is marked by innovation, personalisation, and a commitment to ethical and sustainable practices. By embracing these trends, businesses can not only survive but thrive in the dynamic and exciting world of online commerce.

That's Food and Drink: Want to make a 'Sharp' impression with your food, ...

That's Food and Drink: Want to make a 'Sharp' impression with your food, ...: Following some exciting new account wins, leading award-winning food and drink PR and Communications agency, Sharp, has bolstered its team w...

Leading Climate Platform Ecologi Partners With My Emissions to Help the Food and Beverage Industry Accelerate Decarbonisation

My Emissions, the UK's leading software to measure and reduce the environmental impact of food, has partnered with Ecologi, an all-in-one climate-action platform to enable food and beverage companies to understand the carbon impact of their products and dishes.

The partnership will provide food and beverage companies an all-in-one solution, giving them all they need from two leading providers. 

My Emissions evaluates products throughout the entire supply chain, encompassing farming, packaging, and transportation, enabling businesses to better understand and reduce their carbon footprint. Ecologi funds reforestation and climate solutions through a community marketplace, subscriptions, and e-commerce products, and most recently, supporting businesses on their net-zero journey through real-time carbon footprinting for business. By partnering with Ecologi, businesses can fund high quality climate action, carbon avoidance and removal credits on their path to net zero, alongside decarbonisation goals. 

The collaboration creates reciprocal advantages: food and beverage companies within Ecologi's 20,000 business customers can now utilize My Emissions for high quality carbon assessments, while My Emissions customers can gain access to Ecologi's premium portfolio of climate action projects. 

Commenting on the new partnership, Matthew Isaacs Co-founder at My Emissions said: “Our partnership with Ecologi is a bold step towards a more sustainable food future. By embracing our expertise in food sustainability, and leveraging Ecologi's leadership in climate action, we are not only reducing the environmental impact of food for businesses but also helping them access high quality climate funding as part of their decarbonisation plans whilst inspiring others to take meaningful action. Together, we can create a positive ripple effect in the food and beverage sector.” 

Steve Dickenson - Senior Commercial Manager at Ecologi, added: “We are obviously very excited about Ecologi's partnership with My Emissions, meaning we're able to further champion the role of businesses along their journey to net-zero, and offer tangible and impactful climate solutions catered to a wider array of food and beverage organisations. 

"It's paramount that businesses understand and calculate their carbon footprint and set emissions reduction goals in line with net-zero targets. All the while, recognising their impact by funding high-quality climate action to ensure that these businesses can be a compelling force for good in the fight against climate change.” 

This year's COP28 has seen the first dedicated day to the food industry; demonstrating the global importance of food production and the impact on climate change. The outcome of this gathering of global leaders should consider the fine balance between a growing human population and how to feed them with the enormous toll this takes on the planet and our climate. The UK food and drink industry is leading the way, with many businesses now seeking consultancy on how to make positive changes. 

Companies working with My Emissions can employ a carbon label, functioning similarly to nutrition labels but concentrated on carbon emissions. On Monday 11th December, My Emissions is due to present a comprehensive report to Defra's Food Data Transparency Partnership, detailing its discoveries from trials and pilots. This presentation plays a pivotal role in assisting Defra in establishing standardized eco-labelling practices for food and beverages in the UK. 

The partnership between My Emissions and Ecologi strengthens Ecologi's current array of strategic carbon consultancy partnerships, which includes Eight Versa, contributing to the provision of a comprehensive set of sustainability solutions for clients. 

That's Green: Passive Cooling Reinvented

That's Green: Passive Cooling Reinvented: Cooling without using energy is the future. This is because it doesn't emit heat and mostly it is non-toxic, non-flammable and very long...

Top management teams with high social status increase innovation of a company

Social status of top management in a company is positively associated with innovation due to greater access to resources for research and development (R&D), according to new research from UCD Lochlann Quinn School of Business (UCD Quinn School).

Professors Luca Pistilli and Alessia Paccagnini, who are both from UCD Quinn School, and Ali Radford from Aston Business School collected the financial, ownership, board, and patent data from S&P 1500 firms to study the impact of top management team (TMT) status on innovation. The TMT often includes those in C-suite roles such as CEO, CFO, etc.

Status was based on the number of outside directorships held by an individual, as sitting on the boards of other firms causes and conveys high status, as well as number of educational qualifications. Innovativeness was measured by the number of patents granted to a firm in a given year.

The researchers find that high-status TMTs are associated with increased innovation as they are likely to have greater access to resources for R&D which can be directed toward innovative activities.

This occurs due to high-status individuals having leadership capabilities that foster a work environment receptive to innovation, as well as being more able to attract the best talent to the company.

Also, high-status TMTs are more risk-prone; a tendency towards high-risk activity increases investment in R&D which in turn enhances innovation.

Interestingly, while high-status TMTs increase the market value of granted patents, it has little to no impact on the scientific value of the patents. Therefore, while high-status TMTs may increase the financial returns of an organisation, additional innovation based on the original patents does not necessarily increase.

Professor Pistilli says, “Although adding high-status managers to TMTs increases innovation output and market value, for non-profits or social enterprises where scientific value is more important than market value, investing in high-status members may not be the most effective strategic decision. Thus, when deciding on TMT composition, non-profits and social enterprises should focus more on the specific peculiarities required for the achievement of their social/environmental mission, rather than being dazzled by social status.”

These findings were first published in the journal R&D Management.

Mastering the Art of Managing Cash Flow Effectively: A Comprehensive Guide

Cash flow is the lifeblood of any business, serving as the heartbeat that keeps operations running smoothly. Whether you're a startup entrepreneur or an established business owner, effectively managing your cash flow is paramount to sustaining and growing your enterprise. 

In this comprehensive guide, we will explore key strategies and best practices to help you master the art of managing cash flow effectively.

Understand Your Cash Flow Cycle:

To manage cash flow effectively, it's crucial to have a deep understanding of your business's cash flow cycle. Identify the key components, such as the time it takes to convert inventory into sales, the average collection period for receivables, and the payment terms with suppliers. This awareness allows you to anticipate and plan for cash movements within your business.

Create Accurate Cash Flow Projections:

Developing accurate cash flow projections is essential for proactive management. Use historical data and realistic assumptions to project future cash inflows and outflows. Regularly update these projections to reflect changes in market conditions, customer behavior, or any other factors that may impact your cash flow.

Establish a Cash Reserve:

Building a cash reserve serves as a financial safety net during lean periods or unexpected expenses. Aim to set aside a percentage of your revenue into a dedicated reserve fund. This reserve can be a lifesaver in times of economic downturns, enabling you to meet financial obligations without disrupting your operations.

Negotiate Favorable Terms with Suppliers and Customers:

Negotiating payment terms with both suppliers and customers can significantly impact your cash flow. Work with suppliers to extend payment terms or negotiate discounts for early payments. On the customer side, incentivise early payments or implement late fees to encourage timely settlements.

Optimise Inventory Management:

Excessive inventory ties up capital that could be used elsewhere in your business. Regularly assess your inventory levels, identify slow-moving items, and implement just-in-time inventory practices to reduce carrying costs. This not only frees up cash but also minimizes the risk of obsolete stock.

Monitor and Accelerate Receivables:

Implement a proactive approach to managing receivables by monitoring payment timelines closely. Invoice promptly and offer discounts for early payments. Consider implementing robust credit policies to assess customer creditworthiness and minimise the risk of bad debt.

Use Technology to Streamline Processes:

Leverage technology and accounting software to streamline your cash flow management processes. Automated invoicing, online payment systems, and real-time financial reporting can enhance efficiency and provide valuable insights into your cash position.

Regularly Review and Adjust:

Cash flow management is an ongoing process that requires regular review and adjustment. Keep a close eye on your financial statements, compare actual performance against projections, and be ready to make adjustments as needed. This proactive approach allows you to address issues before they become critical.

Effectively managing cash flow is a fundamental skill that can make or break a business. By understanding your cash flow cycle, creating accurate projections, and implementing proactive strategies, you can maintain a healthy cash flow that sustains your business through both prosperous and challenging times. Embrace these principles, stay vigilant, and empower your business to thrive in the dynamic world of commerce.

Elevating Customer Experiences: Strategies for Improving Customer Service

In the competitive landscape of today's business world, providing exceptional customer service is a key differentiator. 

A satisfied customer not only becomes a loyal advocate but also contributes significantly to a company's growth through positive word-of-mouth. 

In this blog post, we will explore effective strategies for improving customer service to create lasting impressions and foster long-term relationships.

Understand Your Customers

To deliver outstanding customer service, it's crucial to understand your customers' needs, preferences, and pain points. Utilize customer feedback surveys, analyse customer behaviour data, and actively listen to customer inquiries. This information will enable you to tailor your services to meet and exceed their expectations.

Empower Your Customer Service Team

Your frontline employees are the face of your business. Empower them with the knowledge, tools, and authority to resolve issues promptly. Investing in training programs, providing access to relevant resources, and encouraging a customer-centric mindset will empower your team to handle diverse situations effectively.

Implement a Multi-Channel Approach

Customers today interact with businesses through various channels, including phone, email, social media, and live chat. Implement a multi-channel approach to cater to diverse customer preferences. Ensure seamless integration across channels, allowing customers to switch between them without losing context. This not only enhances convenience but also demonstrates a commitment to meeting customers where they are.

Embrace Technology

Leverage technology to streamline and enhance customer service processes. Chatbots, artificial intelligence, and automated ticketing systems can handle routine inquiries, freeing up your human resources to focus on more complex issues. Implementing a customer relationship management (CRM) system can help you keep track of customer interactions, providing valuable insights for personalised service.

Set Clear Service Standards

Establishing clear service standards is essential for maintaining consistency in customer service. Define key performance indicators (KPIs) and regularly measure and evaluate your team's performance against these benchmarks. This not only helps in identifying areas for improvement but also motivates the team to strive for excellence.

Proactive Problem Solving

Anticipate customer issues and address them proactively. Monitor trends in customer inquiries and feedback to identify potential pain points. By taking a proactive approach, you can prevent issues from escalating and showcase your commitment to customer satisfaction.

Personalize Customer Interactions

Customers appreciate a personalised experience. Use customer data to tailor interactions and recommendations. Address customers by their names, acknowledge previous interactions, and make recommendations based on their preferences. Personalisation creates a sense of value and builds a stronger emotional connection.

Continuous Improvement Through Feedback

Encourage customers to provide feedback and actively seek ways to improve your services. Use both positive and negative feedback as valuable insights for refining your customer service strategies. Regularly review and update your processes based on customer input to stay ahead of evolving expectations.

Elevating customer service requires a holistic approach that combines a deep understanding of customer needs, empowered and well-trained teams, and the effective use of technology. By implementing these strategies, businesses can create exceptional customer experiences, foster customer loyalty, and ultimately drive long-term success.

A British branding agency invents a revolutionary naming strategy that could change brand names forever

Fruiting League founders Paul Vinogradoff and Kershen Teo have worked with some of the largest companies on several continents, such as Telenor, GE and NTT DATA, and have also helped small start-ups and SMEs to thrive as brands built on clear strategic principles. Recently they developed a new naming approach to secure or rebuild brand success and market strength.

Paul says: "Language is like the sea. We all float on the surface, but the depths are very strange and powerful. That's because we don't even know exactly how old human languages are or how interconnected."

They explain, the breakthrough is to see the active principle in all languages is actually the deep meanings of basic sounds. A lot of yoga teachers, for example, ask students to say 'om' during the session: in Hindi this means universal healing power. 

In Latin omni means everything. The word womb contains om, the source, all-encompassing and sustaining. In Greek omphalos is the navel, marking the origin of life. This is one example of how a sound – om – can carry a huge heritage of meaning. All elementary language sounds do this. And when they come together as the name of a place, a person, a company or a brand, the deep resonances of their meaning will influence what they name.

"So a name is far more than a convenient 'handle', says Kershen. "Your company's name defines and shapes its culture and its future, for good or ill. It works all the time, outside and inside the organisation. Success may come because of it or in spite of it. It is a mistake to imagine that 'by any other name' your rose would smell as good. It might 'smell' better or worse: the name counts."

Case study

Fruiting League just rebranded a Norwegian hospital and emergency software maker previously called CSAM to Omda. In Norwegian this means if-then. "This foundational logic is a key aspect of computer programming, the basis of their offering", says Kershen Teo, Fruiting League’s creative director. 

Developing and launching Omda was stimulating and motivating for the entire company. Customer and investor reactions were highly positive when the name went public. And something unprecedented happened: potential acquiree firms began to call, expressing interest in being brought into the Omda fold. In many years of strategic growth by acquisition, this was an uplifting experience.

Spotting winners, saving under-performers

Fruiting League can evaluate and predict with high accuracy the potential and limitations of any brand name. This insight means they can score any company against their competitors and advise on remedial action if needed. 

Together Paul Vinogradoff and Kershen Teo have over 50 years experience in branding and have created many successful brands. Paul has studied eleven languages apart from his native English and Kershen Teo, from Singapore, speaks several Chinese and other Asian languages. This unusual profile is the basis of their naming insight, a revolutionary way to tap deep meanings in sounds to drive business to new heights.

NTT DATA Transforming the Future of the Digital Workplace with Generative AI and Copilot for Microsoft 365

NTT DATA, a digital business and IT services leader, has built offers for Copilot for Microsoft 365, the recently launched AI powered productivity tool and orchestration engine, that's designed to use deep learning techniques and advanced capabilities of LLMs like OpenAI GPT-4. 

NTT DATA and Microsoft are working together to develop new ways to help businesses improve their customer and employee experience by revolutionising the way that organizations operate with AI.

Recognised by Microsoft as a trusted advisor and solution partner, NTT DATA will help businesses automate tasks and create content bolstering productivity and reducing costs. The newly created offerings signifies the evolution of NTT DATA’s relationship with Microsoft, delivering services and support across the Microsoft portfolio to enterprises globally.

NTT DATA has created ways to help organisations unleash the full potential of everyday AI to enhance collaboration, elevate employee experience, and maximise productivity in modern workplaces. These include:

· A 3 Week Advisory Workshop, to help enterprises understand the potential of generative AI in the digital workplace, evaluate their preparedness and maturity state for Copilot for Microsoft 365, and recommend how they can unlock the new wave of employee productivity with integration into existing Microsoft productivity suite management. Deliverables include an organization readiness report, use cases and personas, pilot planning, roadmap and recommendations.

· Cloud Voice Readiness Assessment Workshop - an assessment of processes to gain a thorough understanding of how Copilot for Microsoft 365’s generative AI capabilities can be used with calling and meeting solutions to improve business outcomes. This includes demonstrations of use cases and scenarios, and customized, actionable recommendations.

· Managed EX - get support services for Copilot in Microsoft Teams. An "Essentials" service provides NTT DATA specialists to work alongside a client’s own IT experts, allowing businesses to maintain control of their estate. A "Premium" service option gives access to proactive monitoring, full-service management and SLA-backed operational efficiencies.

Marv Mouchawar, Executive Vice President, Global Innovation Headquarters at NTT DATA Group Corporation, commented “We’re proud to be strengthening our relationship with Microsoft and to be one of the first partners to launch offerings for Copilot for Microsoft 365. 

This is a powerful AI tool that will enable us to assist clients in realizing the full potential of generative AI technologies. This collaboration is part of NTT DATA’s continued commitment to providing innovative AI solutions to clients through their entire journey, from advisory to managing their Microsoft estate, including Copilot. It means helping businesses enhance the power of next-generation AI in an entirely new way of working and unlocking a new wave of productivity growth.”

“NTT DATA’s global footprint is backed by their integrated solutions portfolio, robust network platform, and ongoing technology innovation,” said Uriel Rootshtain, who is Senior Director, Field and Partner Marketing at Microsoft. “NTT DATA brings a strong track record of helping customers realise value from their Microsoft 365 investments with their tailored service offerings, and we are looking forward to continuing our collaboration to enable new client scenarios with the innovative capabilities introduced by Copilot for Microsoft 365.”

NTT DATA is a Microsoft Global System Integrator Partner. The new integration builds on NTT DATA’s continued relationship with Microsoft as a recognized Solution Partner across Infrastructure, Digital Workplace, Security, Data, AI, and Digital and Application Innovation, receiving over 20 global Microsoft partner awards over the last decade.

NTT DATA drives cloud transformation as an Azure Expert Managed Services Provider (MSP) while ensuring clients have the highest levels of security as a Microsoft Security MSP and member of the Microsoft Intelligent Security Association (MISA). This initiative is also part of NTT DATA’s comprehensive, global GenAI strategy aimed at enhancing the company’s delivery model as well as assisting clients in integrating GenAI into their value chains across all industries.

Visit Microsoft AppSource to find out more about NTT DATA and Copilot for Microsoft 365 services.

What can businesses expect to hear about inflation in the autumn budget?

In the last few weeks and months, a steady wave of business leaders has written to the government calling on them to scrap the inflation-linked increase expected. 

With the 2023 autumn budget right around the corner (22nd November), this only becomes more relevant for commercial property owners and tenants.

Anthony Hughes, Managing Director at RVA Surveyors, expressed his concerns for the upcoming autumn budget.

“This is something everyone in the rating industry has been following for a while,” Hughes said, “It could quite easily spell disaster for many. Spending is decreasing for businesses and consumers alike. The knock-on effect being that even with the typical spike in holiday trading, this won’t necessarily equate to keeping businesses afloat. Clarity is needed here, and the government need a strong plan going forward that gives businesses the support they need – not a bill worth more than £1.5 billion looming over their heads.”

Kate Nicholls, CEO of UKHospitality said: “The freezing of rates and extended relief could be the ‘lifeline’ needed for the hospitality sector.”

Business rates are often the third or fourth biggest expense for any commercial property owner or tenant. At the beginning of the 2023 revaluation, the average national increase for rateable values (RV) in England and Wales was 7.1%. Now, business rates payers face another increase. One almost as large as the national average increase that came into effect earlier this year; even before the upcoming proposed end date for the Retail Hospitality and Leisure (RHL) relief.

Unchanged inflation means higher costs for businesses

While inflation estimations saw it fall to around 6% for September, it in fact stagnated at 6.7% before dropping to 4.6% for October. This means that the significant rise in business rates predicted for 2024, will be even higher. This inflation, measured against the Consumer Price Index (CPI), indicates to government by how much they should raise business rates by, in the next financial year.

However, this is an unprecedented inflation. Beset by two factors in particular: multipliers are at the currently highest level since they were introduced (1990), and that RHL relief is currently set to end at the same time. The multiplier determines the amount of pence in the pound you pay against your rateable value. It is this figure that projected increases (calculated by CPI) will be directly impacted by.

RHL was expanded to cover 75% of the rates payable per property (up to £110,000) for 2023/2024. This was part of the business support package introduced in the 2022 autumn budget. While not directly influenced by the inflation-linked rise, it is currently set to end at the same time business rates are supposed to increase. With no backup or next stage yet to be announced. The government have been strangely tight-lipped considering. With nothing forthcoming, it leaves business rates payers wondering just what exactly to expect.

UKHospitality has projected that the jump in tax bills paid by pubs, restaurants, and hotels alone will be around £234m. If the expected end of RHL and other support goes ahead as currently predicted, they estimate this will add a further £630m to businesses outgoing costs.

Pioneering Whitby Company Shortlisted for Awards

Nature's Laboratory, a company researching and making natural medicines in Whitby, North Yorkshire, has been shortlisted for no less than five regional business awards:

Technology & Digital Award - Scarborough News Awards

Rural Business of the Year - Scarborough News Awards

Best Business Transformation - Scarborough News & Yorkshire Post Awards

Small Business of the Year - Yorkshire Post Awards

These award nominations demonstrate the amazing transformation the company has undergone in recent months. Nature’s Laboratory are facing stiff competition from much larger and nationally recognised companies, such as Evri (the delivery firm) in the Best Business Transformation category.

Dr Shankar Katekhaye, Director for Quality & Research at Nature’s Laboratory said: "To be shortlisted for five awards is an amazing achievement for us. Our whole team has worked tirelessly this year, in what have been very difficult trading conditions, and faced every challenge with optimism and enthusiasm. It's fantastic to see our efforts are now being rewarded."

As well as undertaking ground-breaking research into natural medicines (including propolis) and natural skincare, the company is also working on a model for truly sustainable organisations, something they call 'Threes Company'. The company believes that to be truly sustainable, organisations need to nurture all three aspects of their being – economic, social and cultural. Judging by the number of business award nominations they have recently received; it seems the award decision makers are recognising the importance of this approach too.

Jack Barber, Managing Director at Nature's Laboratory told us: "At Nature's Laboratory we believe that truly sustainable business needs to find a meaningful balance between all three elements of a company's life – the economic, of course, but also the social, and cultural, the meaning and purpose of the business. We believe we have an important role in our community, promoting not just healthy and sustainable lives but healthy and sustainable businesses too."

"Nature’s Laboratory is a 'Threes Company'. For us, strong economic performance comes out of a strong sense of purpose and meaning as well as a strong social and community life both inside and outside our own business. This includes our local community as well as our wider community of suppliers, customers, and partners."

Nature's Laboratory founder, James Fearnley, is now working with other local and regional organisations to help them explore their model of a healthy business or organisation through the concept of 'Threes Company'.

James says: "We have been helping businesses as well as social and cultural organisations in the York area explore how they can rebalance the way they work, to produce genuinely healthy and sustainable organisations in these difficult times.

"For Nature's Laboratory this has meant a move away from the traditional top-down hierarchical structures. Our company is guided by a core group of three lead directors in a college of directors. We are developing ways in which all our staff, our 'working community', can be involved and share in the development of the business."

Nature's Laboratory will find out if they have won any of the awards at glamorous presentation ceremonies on 22nd November in Leeds, and 30th November in Scarborough. To find out more about the company please visit natureslaboratory.co.uk or call 01947 602346.

Female firefighter to give evidence of systemic failings to protect women in employment tribunal case against Avon Fire and Rescue Service

A female firefighter whistleblower is taking Avon Fire and Rescue Service to court for direct sex discrimination.

Ms Alexandra (Sasha) Acheson is taking Avon Fire and Rescue Service to court for direct sex discrimination, sex and sexual orientation harassment, victimisation, discriminatory constructive unfair dismissal and constructive unfair dismissal.

Up to 10 witnesses including current and former employees of Avon Fire and Rescue Service will take the stand in support of Ms Acheson’s claim.

Witnesses are expected to give evidence relating to the mismanagement of concerns in relation to discriminatory conduct of male firefighters.

Concerns raised by Ms Acheson and other whistleblowers that women weren't safe, specifically because of former Crew Manager Dean Davies who has been arrested on multiple occasions and who is now being investigated for rape, were mismanaged.

The Employment Solicitor is representing female firefighter claimant Ms Alexandra (Sasha) Acheson in what is expected to be a high-value employment tribunal case brought against Avon Fire and Rescue Service. 

Ms Acheson, who will start to give evidence at The Bristol Civic Justice Centre, is taking Avon Fire and Rescue Service to court for direct sex discrimination, sex and sexual orientation harassment, victimisation and constructive unfair dismissal (including discriminatory dismissal). 

Ms Acheson asserts she raised grievances against Mr Dean Davies and Avon Fire and Rescue Service and was subject to victimisation. Ms Acheson was, as a result, forced to resign and leave the Fire Service having being diagnosed with PTSD.

Up until recently, Mr Dean Davies was a named Respondent in the case. Following his arrest, it is understand he was dismissed due to ongoing criminal investigations for alleged violent sexual acts including rape against multiple women.

Avon Fire and Rescue Service admit much of the treatment occurred but claim the reason for such treatment was alleged poor performance on the part of Ms Acheson. It has been alleged Ms Acheson was not a team player. 

Ms Acheson is a former England Rugby Player and previously enjoyed a successful career at the Gloucester Fire and Rescue Service having been nominated for Spirit of Fire Awards 2020 after raising money for Firefighters’ Charity in 2019, walking from the most easterly to most westerly point in mainland Great Britain, indeed shoe was the first person to do so. Ms Acheson also represented Team Gloucestershire in the British Firefighter Challenge in 2018.

Ms Acheson was due to give evidence at 10am today, Wednesday 15th November. The hearing is expected to last 15 days and takes place at The Bristol Civil Justice Centre, 2 Redcliffe Street, BS1 6GR. Members of the press and public can attend this hearing.

The Employment Solicitor specialises in helping clients who are experiencing or have experienced problems in the workplace. 

www.theemploymentsolicitor.com

(Image courtesy of CQF-avocat from Pixabay)

Odiono Merges With TMH Digital

TMH Media has proudly announced the merger of its digital division with London based digital marketing agency, Odiono. Together, they're shaping the future with the creation of a new partnership, TMH Digital.

This exciting merger combines the legacy of TMH Media, a well established offline media agency with Odiono's digital expertise.

This strategic union isn't merely about combining two entities; it's about offering their clients a holistic and comprehensive approach to media and marketing that leverages the strengths of both offline and digital worlds.

TMH Media is a full-service marketing and media agency, who’s clients range from, high street brands such as NEXT, Domino’s and Ocado through to National Charities, Councils, Emergency Services and Brands since 2012.

Odiono is a digital marketing agency which launched in 2018, that provides website development, website maintenance, search engine optimisation (SEO), pay per click advertising (PPC) and social media marketing services to a range of worldwide clients in the hospitality, automotive and financial sector.

Andy Dewar, the Managing Director of Odiono, expressed his excitement about the merger, saying: "Having worked alongside the incredibly talented TMH Media team for the past five years, this merger made sense to all of us. Combining our resources and expertise will allow us to provide better services to our clients and increase our service offerings. We are excited for our new partnership."

Emma Freeman Horsup, Managing Director of TMH Media, added: "This is a genuinely thrilling moment for us. The birth of TMH Digital represents our commitment to delivering excellence in the digital realm. We are excited to embark on this journey with Odiono and for all of our clients to benefit from this merger.”

Andy Dewar will remain as Managing Director of TMH Digital.

https://tmhdigital.co.uk

Winther Medical Acquisition

Healthcare Holding Schweiz AG has successfully acquired Winther Medical, a major addition to their Buy and Build platform in Swiss Medtech services and distribution and its first asset, Senectovia Medizinaltechnik AG.

Specialising in innovative products within the hospital, imaging and emergency services domains, Winther Medical is renowned for its sourcing of top-tier, cutting-edge products from global manufacturers. The comprehensive product range at Winther Medical is distinguished by its superior functionality, reliability, modern design and user-centric approach. Embracing collaborations with hospital staff, the company values and integrates insights from medical professionals to continuously enhance their product range and services.

"The integration of Winther Medical into our platform underscores our commitment to delivering significant synergies that will elevate service quality, broaden our product spectrum, and fortify our presence in the realm of hospital and emergency care," stated Fabian Kroeher, Executive Director of Winterberg.

"The inclusion of Winther Medical AG within the Healthcare Holding Schweiz AG portfolio is an opportunity to offer cutting-edge solutions and new, innovative products in traumatology, radiology, hospital infection prevention as well as ambulant services and mountain rescue for our customers," noted Torbjörn Winther, CEO of Winther Medical AG.

Healthcare Holding Schweiz AG's strategy aligns with their vision of becoming a leading player in the Swiss Medtech services and distribution landscape by continually advancing innovative solutions and enhancing their portfolio to better serve their customers' evolving needs.

https://winterberg.group

Bakers for justice show they’re simply the zest!

What a week! Pro Bono Week was a time to enjoy some tasty treats, courtesy of the Great Legal Bake. Up and down the country, legal professionals and advice agencies were baking for justice. 

Hosted by the London Legal Support Trust, in partnership with the Access to Justice Foundation, this tasty event was a huge success, with over 100 bakes being held nationally, raising the bar (and dough) for this amazing cause.

The overall total is currently standing at £19,000! The nationwide total surpasses last year’s fundraising and raises funds that will make a significant impact. One third of people in England and Wales have an unmet legal need, while 60% of adults reported their finances worsening in 2022. Not only that, but advice agencies are also struggling with a £30 million funding gap. In order to keep people on the frontline to help those in need and to address their legal need, fundraising events such as the Great Legal Bake are vital.

Chair of the Pro Bono Week organising committee, barrister Toby Brown, said: “Last week, during Pro Bono Week, in addition to the celebration and discussion of the role of legal pro bono, we saw star bakers up and down the country donate their cakes and other baked goods, raising much needed funds for access to justice charities. The decoration on a number of the cakes was of Bake Off quality, so my task of judging the photo competition of the best looking cakes is going to be difficult!”

Pro Bono Week is an opportunity to recognise and support the voluntary contribution made by the legal profession across the UK in giving free legal help to those in need. Many other events took place during Pro Bono Week across the UK to showcase and discuss how pro bono changes lives, how its impact can be maximised, and the wider role of ESG.

https://londonlegalsupporttrust.org.uk

Elevating Customer Satisfaction: Proven Strategies for Improving Customer Service

In the constantly changing and ever-evolving landscape of business, one element remains constant in determining success: customer satisfaction. A satisfied customer not only becomes a repeat customer but also serves as a brand advocate, influencing others positively. 

In this blog post, we'll explore key strategies for improving customer service, ensuring that businesses not only meet but exceed customer expectations.

Invest in Employee Training and Development

The frontline of customer service is often manned by customer support representatives. Investing in their training and development is crucial for delivering exceptional service. Equip your team with the necessary skills to handle diverse customer interactions, resolve issues effectively, and communicate empathetically. Regular training sessions and workshops can keep employees updated on the latest industry trends and best practices, empowering them to provide top-notch service.

Implement Effective Communication Channels

Customers today expect seamless and efficient communication. Providing multiple channels for customer interaction, such as live chat, email, phone, and social media, ensures your customers can reach out in their preferred way. Also, ensure that these channels are monitored consistently, reducing response times and demonstrating a commitment to customer needs. And make sure you have full control of how your company's social media channels are used.

Embrace Technology for Streamlined Processes

Leveraging technology can significantly boost and enhance the efficiency of customer service processes. Implementing customer relationship management (CRM) systems, chatbots, and automated responses for routine queries can free up human resources to focus on more complex issues. These tools not only streamline operations but also contribute to quicker issue resolution, improving overall customer satisfaction.

Collect and Act on Customer Feedback

Regularly collecting feedback provides valuable insights into the customer experience. Utilise surveys, social media polls, and direct feedback forms to understand what customers appreciate and where improvements are needed. Act on this feedback promptly, demonstrating to customers that their opinions are valued and that the company is committed to continual improvement.

Personalise Customer Interactions

In a world inundated with generic interactions, personalisation really stands out. Use customer data to tailor interactions, addressing customers by name and offering personalised recommendations. This not only enhances the customer experience but also fosters a sense of connection and loyalty.

Set Realistic Expectations and Exceed Them

Under promise and over deliver should be the mantra of every customer-centric business. Set realistic expectations regarding product delivery, issue resolution times, and service quality. When expectations are surpassed, it leaves a lasting positive impression on customers, creating brand advocates in the process.

Create a Knowledge Base for Self-Service

Empower customers to find answers independently by creating a comprehensive knowledge base. Frequently asked questions (FAQs), video tutorials, and step-by-step guides can assist customers in resolving common issues without having to contact support. This not only enhances customer satisfaction but also reduces the workload on support teams.

In the competitive business landscape, providing excellent customer service is not just an option but a necessity. By investing in employee training, leveraging technology, and prioritizing customer feedback, businesses can create a customer service strategy that not only meets expectations but exceeds them. 

Remember, satisfied customers are not just consumers; they are ambassadors who can drive sustained business growth.

London-Based Lawyer and Entrepreneur Shares Incredible Journey from Homelessness to Six-Figure Success in Inspirational New Memoir

In a riveting memoir that transcends borders and defies the odds, successful London entrepreneur and lawyer Tatiana Sharposhnikova shares her remarkable journey from homelessness to a six-figure income in her captivating new book, Note to Self: Homeless Single Mum to Six Figure Income.

In October 1993, a young Russian woman embarked on a life-changing journey as she set foot for the first time on English soil. What transpired over the following thirty years is a story of unwavering resilience and determination against the odds.

Note to Self offers a candid and compelling narrative, revealing Sharposhnikova’s naive beginnings, a captivating love story with an Englishman, and the heart-wrenching disappearance that shattered her world. This book vividly portrays a single young woman’s transformation from a sheltered girl into the formidable businesswoman she is today.

Sharposhnikova opens her heart to readers, sharing the immense challenges, heartaches, and despair she faced as a single mother on the brink of homelessness. Navigating unfamiliar cultural landscapes, enduring poverty, and grappling with personal grief, her unwavering resilience becomes an inspiring beacon of hope.

Sharposhnikova's journey is one of transformation and triumph, as she rises from isolation to empowerment, from adversity to achievement. Today, she stands as a successful entrepreneur and a respected legal practitioner, proving that even in the face of betrayal and abandonment, one can rebuild a life filled with purpose and success.

Note to Self is a testament to the power of determination and the indomitable human spirit. It serves as a reminder that life's challenges are inevitable, but it is how we respond to these challenges that defines us. Through introspection and hard-earned wisdom, Sharposhnikova shares the invaluable lessons she learned both in business and in life. Her story resonates with anyone who has faced adversity, offering a guiding light of hope, showing that even in the darkest of times, one can emerge stronger, wiser, and triumphant.

Note to Self: Homeless Single Mum to Six Figure Income is a memoir that will leave readers inspired, motivated, and believing in the limitless potential of the human spirit.

The book is available for purchase on Amazon, BN.com, and other leading online bookstores. https://tinyurl.com/49vspjak

Gas Call Services and National Energy Action Join Forces to Combat Fuel Poverty in the North East

Gas Call Services is pleased to announce its collaboration with National Energy Action (NEA) to launch an initiative aimed at tackling fuel poverty and ensuring that the most vulnerable households in the North East of England have access to safe and reliable heating.

Fuel poverty is a pressing issue affecting the lives of thousands of individuals and families in our community. Many struggle to pay their energy bills, leading to unsafe energy rationing, increased debt, and adverse health effects.

It is projected that in 2023, fuel poverty will increase to 14.4% (3.53 million) with the average fuel poverty gap rising by 31% in real terms to £443 (in 2022 prices).

Based on the Annual Fuel Poverty Statistics Report, an estimated 53.5% of all low-income households are projected to live in a property with a fuel poverty energy efficiency rating (FPEER) of band C or better.

In an effort to address this problem head-on, Gas Call Services has partnered with NEA to provide free combination boiler installations to eligible households.

This joint initiative seeks to make a positive impact by creating warmer, safer homes for the most vulnerable in our region. The project's mission is to ensure that no one has to endure the harsh cold of winter without access to adequate heating.

Managing Director, Mike Donelly explains: “Bringing warmth to the homes of the most vulnerable in our community is not just a project; it's a mission that fuels our passion every day. Our partnership with National Energy Action (NEA) allows us to make a meaningful difference in the lives of those facing fuel poverty. 

"Together, we are dedicated to ensuring that no one has to endure the cold without access to safe and reliable heating. This project represents a commitment to our neighbours, and we're proud to be part of a collective effort to create warmer, safer homes in the North East of England."

Qualifying Criteria

To qualify for a free boiler installation, individuals must meet specific criteria that have been carefully designed to target those who are truly in need. Eligibility criteria include:

Core Group 1 - Guarantee Credit Recipients

- Individuals receiving the Guarantee Credit element of Pension Credit (PCGC).

- Name on the electricity bill.

Core Group 2 - Low-Income Criteria

- Low-income individuals with high energy costs.

- Receipt of qualifying means-tested benefits or Tax Credits.

Additional Criteria for Core Group 2

- Age over 65.

- A child under 5 in the household.

- Long-term illness or disability exacerbated by the cold.

The project operates with transparency and integrity, ensuring that support reaches those who require it the most. This fund is not part of the national ECO fund and the qualifying criteria are better suited to struggling residents.

How it works

Anyone who believes they qualify for this fund can visit the GasCall Website and answer a few simple questions. The forms take a couple of minutes and they get an instant response based on their success.

The second stage is to provide proof of benefits and supporting documentation to confirm eligibility. Once this is complete GasCall Services will provide a date to install the new boiler.

After installation, National Energy Action will conduct an inspection to verify the quality of work performed by Gas Call Services.

By providing free combination boiler installations, this initiative aims to break the cycle of fuel poverty, reduce energy bills, and improve the quality of life for our neighbours in need

Overall, this project aims to address fuel poverty by providing essential heating and insulation services to vulnerable individuals in the North East of England.

The partnership with NEA enhances the project's impact by leveraging their expertise and network in this field. The limited funding and timeline indicate the need for efficient and effective project management to achieve the desired outcomes within the specified timeframe.

To apply - use this link:

Free boiler eligibility application form https://www.gascall.co.uk/free-boilers-north-east

Jollibee N.A. President Sits Down with CBS News "A Moment With” to Share the Story of the Beloved Restaurant Brand That is Taking North America By Storm

Jollibee North America President Maribeth Dela Cruz joined “A Moment With” to share why the beloved brand has been able to successfully carve out its own niche in what many consider the world’s most competitive quick-service-restaurant (QSR) marketplace.

Founded in the Philippines over 45 years ago and headlined by its world-famous “Chickenjoy” fried chicken, Jollibee is hitting its stride in North America (N.A.), where the global restaurant sensation is currently celebrating its 25th anniversary. 

While Jollibee first entered the U.S. market in 1998 to cater to its loyal fanbase longing for a “taste of home”, the beloved brand now has a cult-like following among a highly diverse audience mix, which can be seen lining up around the block when Jollibee enters a new market.

Dela Cruz, a 35-year Jollibee veteran who took the helm of the company’s N.A. operations in 2005, brings an infectious energy to her leadership role. Highly driven yet humble, she is passionate about ensuring the global restaurant phenomenon maintains its authenticity as it continues with its rapid expansion plans across the U.S. and Canada.

“While we may not be the biggest QSR brand in North America just yet, we believe we have the right ingredients – great-tasting food at a great value, paired with our welcoming service – to make a lasting connection with our customers right from the start,” said Dela Cruz. “As someone who grew up on Jollibee, it brings me great pride to see the happiness on people’s faces when they are trying our food for the first time – spreading ‘the joy of eating’ is truly what our brand is all about.”

As a testament to its growing mainstream appeal in cities from coast to coast, international food website Eater.com named Jollibee “the best chain fried chicken in America” and leading industry publication, Ad Age, recognized Jollibee as one of “America’s Hottest Brands 2022.”

With the full support of its parent company, Jollibee Foods Corporation, Dela Cruz and her team will be propelling Jollibee N.A.'s ambitious growth trajectory, opening its 100th location in the coming months with plans to expand to 250 stores in the region by 2027.

“Our company’s vision is to become one of the top-five restaurant companies in the world, and North America represents a key pillar for achieving this momentous goal,” said Dela Cruz. “Helping to put Jollibee on the map in this important region has been an amazing journey, and I am more excited than ever about what the future holds for us – I am truly blessed.”

To learn more about her inspiring journey as President of Jollibee North America, please view her captivating interview, ‘A Moment With: Maribeth Dela Cruz’, on CBSNews.com.

On a mission to become one of the world’s top-five restaurant chains, Jollibee has more than 1,600 restaurants across 17 countries and is quickly expanding across North America. Follow Jollibee at @jollibeeus on Facebook, @jollibeeus on Instagram, and @jollibeeusa on TikTok to get updates on Jollibee’s upcoming store openings and other exciting announcements and events, including new product launches and special promotions.

To learn more about Jollibee Group, visit www.jollibeegroup.com.

2023 Global Talent Competitiveness Index celebrates a decade of pioneering talent insights

Switzerland, Singapore and the United States firmly retain their leading positions as the world’s most talent competitive countries, according to the Global Talent Competitiveness Index (GTCI) 2023.

This year, Denmark, the Netherlands, Finland, Norway, Australia, Sweden and the United Kingdom make up the rest of the Top 10.

European countries continue to dominate the Top 25, with 17 of them ranked. Beyond Europe – Australia, Canada, New Zealand, the United Arab Emirates, South Korea, and Israel join the top 25. UAE has moved up from 25th to 22nd while Japan dropped out, replaced by South Korea (24th).

Looking back at the past decade, one significant highlight is that the top ten countries have largely remained the same. Remarkably, eight of the top ten countries this year were also in the inaugural top ten in 2013.

Several of the largest emerging economies are among the best improvers over the past decade: Notable examples include: China has moved from being a talent mover to a talent champion; Indonesia is one of the countries with the greatest strides in talent competitiveness over the past decade; Mexico has moved from being a talent laggard to a talent mover; and Brazil has progressed may well soon categorise as a talent mover.

Titled “What a difference ten years make - and what to expect for the next decade”, the GTCI 2023 is published by INSEAD, in collaboration with Descartes Institute for the Future, and the Human Capital Leadership Institute. The 10th edition of the report covers 134 countries around the world across all income groups.

Positioned as the leading comprehensive annual benchmarking report, the GTCI measures how countries and cities grow, attract and retain talent. It provides a unique resource for decision makers to understand the global talent competitiveness picture and develop strategies to boost their economies.

Global Talent Competitiveness Index (GTCI) 2023 – Top 25 Ranking

Rank Country

1 Switzerland

2 Singapore

3 USA

4 Denmark

5 Netherlands

6 Finland

7 Norway

8 Australia

9 Sweden

10 United Kingdom

11 Luxembourg

12 Ireland

13 Canada

14 Germany

15 Iceland

16 Belgium

17 Austria

18 New Zealand

19 France

20 Estonia

21 Malta

22 UAE

23 Czech Republic

24 Korea, Rep.

25 Israel

What will talent competitiveness look like in the next ten years?

The 10th year edition of this report boldly offers a ‘time capsule’ of six key messages, to be confronted to the talent reality of 2033.

1. Talent competitiveness will gain even more importance as a critical element of competitiveness, innovation and geo-political soft power for nations, cities and organisations.

2. Talent competition will grow fiercer. As uncertainties and international tensions will continue to accumulate (in trade, in investment, in politics and diplomacy), there will be growing talent wars.

3. The world of work will further transform, driven by evolving expectations from younger generations, new economic models and emerging technologies like AI.

4. Cities and regions will pioneer new talent strategies and innovation. Quality of life and sustainability will be a critical asset for those aiming at becoming talent hubs.

5. Global talent-focused policies will be crucial to prevent tensions and harness human and technological potential for a better, more sustainable and equal world.

6. Skills and education will remain vital tools to empower workers to make meaningful contributions to their economies and societies.

Drawing the lessons from ten years of GTCI

In its 10th edition, the GTCI 2023 celebrates its remarkable milestone of a decade of pioneering talent insights. Over that period, six major trends have emerged :

1. Talent inequalities remain high among countries: One of the most recurrent themes has been that the global talent competitiveness landscape is fraught with inequalities. Poorer economies do not perform as well on the talent scene as richer economies have. Despite significant progress made by some of the largest emerging economies such as India and China, the wealth/talent correlation remains strong.

2. Talent inequalities also die hard within societies: Despite progress in reducing gender gaps, women continue to face unequal pay and limited career growth. While Covid-19 thwarted the process, pushing some to irreversible levels, the post-COVID recovery may deepen them further. AI and new work practices are changing the job landscape, affecting both unskilled and highly skilled workers.

3. COVID has deeply changed the global talent landscape: During the COVID years, national and organisational talent strategies have been challenged to adapt to a dramatically changed environment for education, work, and activity. The new practices adopted will contribute to a new normal and a new world of work is emerging and evolving. For talent, ‘quality of life’ is increasingly important, and this trend might possibly accelerate in subsequent years.

4. Cities and regions play increasingly important roles in talent: Global City Talent Competitiveness Index (GCTCI) repeatedly emphasised how cities had been able to deploy original and effective talent strategies, and how ‘second-tier’ cities were increasingly successful at deploying talent policies.

5. Growing uncertainties hamper brain circulation: The recent period (as well as the one that is lying ahead) has not offered fertile ground for one of the most positive trends identified by GTCI before COVID, namely ‘brain circulation’. Although international travel has resumed, persistent uncertainties and geopolitical tensions continue to hinder direct (face-to-face) cooperation and limit talent cross-fertilisation.

6. New generations are reshaping the world of work: An increasing proportion of new generations, especially the higher educated, didn't necessarily prioritise high-demand skills. Many look for meaningful jobs where they can contribute to society or desire a healthier work-life balance. Gigs and short-term contracts have also become the new norm for a growing number of workers.

Felipe Monteiro, Co-author of the report, Academic Director of the GTCI and INSEAD Senior Affiliate Professor of Strategy, said: “This has been an exciting and eventful decade for the global talent scene (and beyond). With support and contribution from the business sectors and global employers, GTCI has established itself as a global reference on the Talent Competitiveness stage.”

Bruno Lanvin, Co-author of the report, Distinguished Fellow at INSEAD and Founder and President of Descartes Institute for the Future, declared : “For the past decade, GTCI has been at the forefront of benchmarking and analytical thinking in the areas of labour markets, work organisation and talent flows. It is now time to look at the future. Talent competition will be one of the pillars of the next age of globalization. Our collective ability to make the world less unequal, and the planet more sustainable will depend heavily on our capacity to grow, attract and nurture the right talents.”

Doris Sohmen-Pao, Chief Executive Officer of the Human Capital Leadership Institute (HCLI), the Knowledge Partner of the GTCI this year, said, “The GTCI Index highlights and focuses on factors that support human capital. Improvements in each lever of the index, not just in the overall rankings, should be celebrated. 

"While there has been minimal movement in the rankings over the past 10 years, there have been rapid changes in talent management across industries. This is especially so within companies as they respond to technological transformations, the pandemic, as well as the drive for sustainability. We imagine the next decade will see more visible changes in the rankings, with countries in Asia advancing in competitiveness mirroring growth across the industry. This increase in the ability to attract, retain, and grow human capital should be seen as a win for all.”

https://www.insead.edu/global-talent-competitiveness-index