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

Significant win for APSCo as rolled up holiday pay legalised

The Association of Professional Staffing Companies (APSCo) has met with enthusiasm the announcement this week that rolled up holiday pay will be legalised for agency workers including umbrella workers, a move which the trade association has called for in its consultation response.

In an announcement earlier this week, a number of crucial steps were confirmed that recruiters and umbrella companies will welcome, including:

- Retaining two distinct ‘pots’ of annual leave and existing rate of holiday pay (4 weeks at normal rate of pay and 1.6 weeks at basic rate of pay)

- The introduction of rolled up holiday pay for irregular hours workers and part-year workers, which would include some agency workers

- Plans to legislate an accrual method to calculate entitlement at 12.07% of hours worked in a pay period for irregular hour workers and part-year workers in the first year of employment and beyond

- The simplification of TUPE requirements and reduction of administrative burdens for small businesses

Tania Bowers, Global Public Policy Director at APSCo, comments: “This is a significant win for APSCo and its members. We've highlighted for years that rolled-up holiday pay is necessary and will protect agency and umbrella workers. We’re pleased to see our recommendations have been seriously considered and adopted in this consultation response, including the rate of holiday pay and the simplification of TUPE requirements.

“The plans outlined are, in our view, the only fair way to pay irregular workers and ensure they are no longer at risk of losing accrued holiday pay due to the way they are employed. However, it's now important for recruiters and umbrella companies to assert to workers and end clients individuals must take the holiday or pay they are owed and the Working Time Regulations.

“This new development is perhaps the first example of the UK Government being able to utilise the increased freedom of decision making that has been afforded following Brexit. What will be key now, though, is the timing of this transformation and whether or not it will be legislated and enacted under the current Parliament.

“How to fairly compensate holiday entitlement for the flexible labour market is a key topic of conversation at the moment, with the Gangmaster and Labour Abuse Authority (GLAA) also issuing a new brief on the treatment of holiday pay following the Supreme Court decision of Harper versus Brazel.”

https://www.apsco.org

SER named Leader in the IDC MarketScape for Intelligent Document Processing Software 2023

Recognition as a Leader in the IDC MarketScape for IDP adds to the chorus of recent analyst evaluations and user reviews that they believe have validated SER’s bold approach to reimagining enterprise content management (ECM). 

The company’s flagship platform, Doxis Intelligent Content Automation, harnesses AI and automation to provide document-centric processes that empower customers by managing and automating vast volumes of information and documents intelligently. This has been proven to result in faster operations, better user experience and a significant return on investment – as much as 336% according to a recent independent study.

Three strengths of SER

SER was evaluated as a Leader among 28 worldwide vendors. The IDC MarketScape highlighted three strengths of SER: its end-to-end content services platform, Doxis Intelligent Content Automation; its modern metadata approach; and its horizontal (e.g. invoice automation, contract management, inbound email automation) and vertical solutions (e.g. for manufacturing, healthcare, insurance, logistics, and financial services).

SER’s AI and IDP help users to work smarter and faster

As a Leader, the report says, “SER Group offers Doxis, a comprehensive workflow and intelligent content automation suite. From classification and extraction to support for emerging document understanding capabilities, SER Group’s IDP and AI solutions help its users harness information for better decision-making and expedited workflows.”

Faster go-to-market with Doxis

The report highlights SER’s strong partnership ecosystem with add-on capabilities and integrations, which include SAP, Salesforce and Microsoft Dynamics. Many of SER's customers are moving to managed services, which helps them go to market faster and address newly emerging needs.

The IDC MarketScape report also recommends that SER be considered for all kinds of global deployments, business sizes, verticals, and document structures and types.

“Customers benefit significantly”

Dr. John Bates, CEO of SER, commented: “We’re delighted to receive this recognition from the IDC MarketScape. We passionately believe Doxis is the next-generation platform, uniquely combining the capabilities of IDP, ECM, BPM and RPA for true end-to-end, AI-powered document processing and content management. It’s incredibly inspiring to see how customers, some of whom are dealing with millions of new documents every year, are benefiting significantly from Doxis in terms of time and money saved in document-centric workflows.”

Learn more about Doxis Intelligent Content Automation here https://www.sergroup.com/en/business-platform/doxis-intelligent-content-automation.html

Read the IDC MarketScape evaluation of SER here https://www.sergroup.com/en/knowledge-center/analyst-reports/idc-report.html

RSM launches new digital hub for research thought leadership

RSM Discovery, the knowledge hub for thought leadership at Rotterdam School of Management, has relaunched today in a new and expanded format to coincide with UN’s World Science Day. 

With the aim to help business and academia to better understand how research can be used to drive stronger performance and success, this new hub provides expert insights on key management topics such as leadership, data and AI, logistics, entrepreneurship, and more. Featuring the world-class management research, articles, videos and a directory of knowledge experts, RSM Discovery helps link theory to practice by giving business professionals, academics and students actionable tools and knowledge for better decision making.

RSM Discovery was originally launched in 2014 to bridge a global audience of business managers with best-in-class research. While the new version provides more features and new topics for users, it also offers almost a decades-worth of archived RSM articles and videos for a more comprehensive overview of the global business landscape. Managers and business professionals can use the redesigned RSM Discovery as their portal into original thought leadership from one of Europe’s leading business schools.

Understandable and accessible research

“By making research more understandable and accessible for business professionals, students and the media, we are able to deliver our researchers’ expert insights directly to the people who need it, and can use it most in business and society. The have the ability to share it even more widely with their networks now,” noted Danielle Baan, RSM’s science communications officer.

“We have a queue of researchers who are keen to share their research on the new Discovery platform and we are really looking forward to sharing as much as we can with the business community so this new knowledge can be used to further our mission – to be a force for positive change in the world,”

UNESCO World Science Day

The launch of the new RSM Discovery platform is timed to coincide with UNESCO’s World Science Day which highlights the important role of science in society and the need to engage the wider public in debates on emerging scientific issues. Business research and management science are important parts of the debate – and RSM uses the United Nations' 17 Sustainable Development Goals (SDGs) and their relevance for the business world to underpin its education , research and engagement with society.

https://www.rsm.nl

(Image courtesy of Pete Linforth from Pixabay)

Businesses! Act Now to Maximise Your Energy Efficiency in 2024

Casey Streat

Embedding good practices to help your business be more energy efficient doesn’t have to be complicated.

As we near the end of the year, your business planning will start to look towards 2024.

Whether you are a large company, a public sector organisation or an SME, there will be an overarching strategy that will include milestones and targets along the way. It will also cover energy management commitments. To help you, Energy Consultant at TEAM, Casey Streat, has put together five things to consider ensuring minimised energy expenditure and reduced emissions, keeping you on track to your long-term sustainability or net zero goals.

1 Mitigate uncertainty of energy prices

Energy budgets have been challenged over the past several years. Despite the Energy Bill Relief Scheme and the Energy Bills Discount Scheme (EBDS), as well as wholesale energy prices falling from their highest peak, energy still accounts for a much larger cost than it did a few years ago.

Many businesses have had to acclimatise to the higher prices and try, wherever they can, to keep their consumption reduced. However, as we enter the winter months consumption will inevitably once again be on the rise again.

To help offset that rise, manage your energy efficiency by keeping a close eye on your data. If you have a BEMS system or energy management software, real-time alerts that detect unusual consumption behaviour, like the HVAC system running overnight, can help you take appropriate and rapid action to prevent the situation worsening. If you have access to dashboards, use them to establish transparency around consumption; this can help if you are trying to change consumption behaviours in the workplace.

Establishing these good practices now to continue into next year and beyond will offer carbon reduction benefits and help keep consumption low to mitigate any further unit price rises.

2 Energy legislation

With a General Election which could be set for May 2024, there will be ongoing uncertainty around current legislation and awaited updates.

Recently, the UK Government announced some policy changes that may have an impact on your business’s approach to net zero or how it manages any compliance commitments.

The changes to the Government’s green commitments announced by Prime Minister, Rishi Sunak, included a delay on a ban of new diesel and petrol vehicles to 2035, an exemption to phase out fossil fuel boilers by 2035, pushed back from 2026, and the delay of changes to Energy Performance Certificates for domestic properties. However, the mission to be net zero by 2050 remains, and the Prime Minister has confirmed his attendance to COP28 where he has promised to “set out the next stage in our ambitious environmental agenda”.

On the other side of the fence, the Labour party’s mission is to make the UK “a clean energy superpower.” Their plan is to cut energy bills, create jobs in the sector and deliver energy security with cheaper, zero-carbon electricity by 2030.

The Liberal Democrats however, plan to invest in renewable generation so that Britain gets 80% of its electricity from “green energy” by 2030.

The long-term future of energy legislation entirely depends on who wins the next election, so for now you must continue working to any legislation you do now.

3 Energy Savings Opportunity Scheme (ESOS)

We already know those businesses in scope for ESOS have extra time to complete their submission with the Phase 3 deadline pushed back to 5 June 2024. If you are one of those businesses, ensure your data analysis is up to date as the 12-month consecutive period data must include 31 December 2022 and that window will soon be closed. Make the most of the delayed deadline and appoint an ESOS lead assessor in good time.

Revisit previous ESOS recommendations, or reports from DECs and EPCs, and investigate the possibilities for implementing energy efficiency projects; there may be some low cost or free opportunities that could provide payback in the short term.

4 Make an energy saving plan that suits your estate

Most businesses have adopted new ways of working over the past couple of years and many employees have settled into hybrid working. However, in our experience, we see that building occupancies, whilst lower than in 2019, tend to fluctuate. Businesses are much more agile now and occupancy peaks and troughs throughout the week will cause energy usage to change dramatically from one day to another.

Does your building work efficiently to match this?

Any adjustments made when your business first became a hybrid working space may need to be reviewed to ensure that working areas are efficient when at full capacity and not wasteful at minimal capacity. It might be worth prioritising an upgrade that implements area sensors for underused spaces and zonal lighting and heating that can be agile along with the workforce.

If you already have temperature sensors, conduct an audit to ensure they are situated away from draughts or heat sources. If you have an external temperature sensor, check that it is serviced and placed out of the way of direct sunlight or a frost pocket so as not to inadvertently affect your heating and air conditioning use.

5 Achieving some goals

In addition to uncertain energy prices, many factors are currently testing UK businesses, including high interest rates, the ongoing cost-of-living crisis, supply chain issues, technology, and the pressing need to address emissions. More than ever, leaders need mitigating strategies to ensure their businesses thrive.

Within the context of the long-term business plan, make 2024 the year that you set some realistic, ambitious and timebound goals that could boost your commitment to a carbon reduction strategy.

To help you achieve your goals, the following key players are crucial:

• Top level support

You need at least one senior lead for any project to support your goals. Help them understand the full potential; whether it offers financial savings, improved green reputation or enhanced efficiency. Recognise what matters to this individual or group and demonstrate how your goals contribute to this.

• Estates or facilities

Those who manage and maintain the facilities for your company are a key group of people to engage with when setting energy goals. This group of stakeholders is a powerhouse and will help implement and measure any projects that fall within your goals.

• Procurement

The decisions made at times of purchase can have a substantial impact in terms of energy use for many years. The need to endorse a ‘whole life’ approach to costing when considering new infrastructure and capital investments will significantly improve energy management outcomes. Working with the team responsible for your organisation’s procurement policy and setting out the energy priorities will go a long way to achieve this alignment.

Embedding good practices to help your business be more energy efficient doesn’t have to be complicated, it can start with some good intentions and some forward planning. Starting soon, even if it is with one or two simple steps, can really pay off in the long term. If you would like further guidance about monitoring your energy, implementing energy efficiency projects or meeting your compliance deadlines, Energy Consultants, like Casey Streat, can help.

https://www.teamenergy.com

That's Business would like to thank Casey Streat and TEAM for their help with this blogpost.

Leveraging Customer Feedback for Business Growth: Effective Improvement Strategies

In today's competitive business landscape, customer feedback is a priceless resource that can provide valuable insights into your product, service, and overall customer experience.

Companies that actively collect, analyse, and act upon customer feedback tend to outperform their competitors. In this blog post, we will explore the importance of customer feedback and discuss effective improvement strategies that can help businesses thrive.

The Significance of Customer Feedback

Customer feedback is a goldmine of information that can guide your business towards success. Here are some key reasons why it's so important:

Enhanced Customer Satisfaction: Listening to your customers demonstrates that you value their opinions. It can result in improved customer satisfaction and loyalty.

Product and Service Improvement: Feedback helps identify pain points and areas for improvement in your offerings. This is crucial for staying competitive and relevant in the market.

Innovation: Customer feedback often reveals unmet needs and untapped opportunities, which can fuel innovation and new product development.

Problem Resolution: Promptly addressing issues highlighted by customers can prevent them from becoming larger problems that affect multiple customers.

Effective Customer Feedback Collection

To make the most of customer feedback, you will need a well-planned and efficient collection strategy. Here are some methods to consider:

Surveys: Online surveys, whether through email or your website, are a popular and cost-effective way to gather structured feedback.

Social Media Monitoring: Pay attention to social media platforms where customers discuss your brand and products. Responding to comments and messages can provide valuable insights.

Customer Interviews: Conduct one-on-one interviews or focus group discussions to get in-depth insights from customers.

Feedback Forms: Use feedback forms on your website, in your product packaging, or at the point of sale to encourage immediate feedback.

Online Review Sites: Monitor and engage with reviews on platforms like Yelp, TrustPilot, TripAdvisor, or Google Reviews.

Effective Improvement Strategies

Once you've collected customer feedback, the real work begins: turning that information into actionable improvements. Here are some strategies to consider:

Segment Your Feedback: Categorise feedback into different areas, such as product quality, customer service, or pricing, to pinpoint areas that need attention.

Prioritise Issues: Not all feedback is equally urgent. Prioritise issues based on their potential impact on customer satisfaction and your business.

Set Clear Objectives: Define specific, measurable, and time-bound objectives for each improvement initiative. This will help you track progress.

Engage Your Team: Share customer feedback with your employees and involve them in brainstorming solutions. They are often the ones closest to the issues and can offer valuable insights.

Implement Changes Incrementally: Don't rush into making massive changes based on feedback. Start with small, manageable improvements, and gradually build on them.

Communicate with Customers: Keep your customers informed about the changes you're making based on their feedback. This can enhance trust and show that their opinions are valued.

Measure and Analyse Results: Continuously monitor the impact of your improvements. Use metrics like customer satisfaction scores, NPS (Net Promoter Score), and sales data to gauge success.

Incorporating customer feedback into your business strategy is more than a trend; it's a necessity for sustainable growth. It's an ongoing process that requires dedication and a customer-centric approach. By collecting feedback effectively and using it to drive meaningful improvements, you can enhance customer satisfaction, stay competitive, and ultimately, boost your bottom line. Remember, in today's business world, listening to your customers can make all the difference.

Prosper raises £3.2m angel round to build the Wise of Wealth-Tech

Founded by Nick Perrett (PICTURED) of digital bank Tandem, Ricky Knox of Tandem and Azimo, and Phil Bungey of Nutmeg, new wealth-tech platform Prosper plans to revolutionise how we save and invest.

Like other fintechs have done for currency exchange and banking, Prosper is building a customer champion business, because it is on a mission to maximise its members’ long-term wealth potential. It will do so by launching with the highest interest rates on cash, offering zero cost index funds* from major asset managers, and opening access to alternative private market investments that offer higher potential returns.

The founders of Monzo, Capital One, World First, Tandem, Azimo, Embark, Comply Advantage, and the Connect, MMC and Portfolio Ventures all contributed to Prosper’s £3.2 million angel round, backing the company to shake up the way people manage their wealth.

“Most people are totally unaware of what they are paying to have their money managed nor that these costs can literally cut their future wealth in half,” stated Nick Perrett, founder and CEO of Prosper.

“It’s probably the largest bill you have, but never see. Our mission is to change that for millions of people worldwide.”

“We also know just how much interest customers fail to get on their cash. We want to change that by making it easier to just keep cash on top rates. We are excited to give more back to our members, helping them get more of the life that they want.”

And it’s not just about costs. As Ricky Knox, Prosper’s co-founder and chairman notes, it’s about access to the best returns, net of those charges. Prosper believes the days of the mutual fund supermarket are over.

“The investment universe has moved on,” stated Ricky. “There are less than half the number of public companies that there were 30 years ago, and over 85% of all US companies with more than $100 million in revenue are not listed on the stock market. And yet the investment products we put money into haven’t changed!”

“Unless you’re ultra wealthy and have enough money to essentially buy access, you’re at a distinct disadvantage because you can’t access these potentially higher-yielding private investment opportunities. We want to give our members that access to level the playing field for everyday consumers.”

Early investors in Prosper’s vision include Tom Blomfield, founder of Monzo, which now has over £6 billion in deposits and 7.4 million customers, and Matt Cooper, cofounder of Capital One Bank, one of the world’s first true fintech business, which he helped grow to 2 million customers and £275 million in revenue.

Prosper’s founders’ prior experience lends itself to the challenge of building a wealth-tech:

Nick Perrett and Ricky Knox built digital bank Tandem together. It now has over £2bn in assets under management and is one of the leading purpose-driven fintechs in the UK being focused on green lending.

Phil Bungey is the former COO of Nutmeg, which is one of the most successful digital challengers in the British wealth management market. It had a customer base of in excess of 140,000 investors and amassed over £3.5 billion of assets under management before being bought by JP Morgan for £700 million in 2021.

With around 1 billion high net worth and mass-affluent investors worldwide getting a raw deal on the money they’ve earned, Prosper will be on their side, a consumer champion business that will help them to realise the full potential of the largest financial asset they have.

When you invest, your capital is at risk. ISA/SIPP eligibility and tax rules apply. Tax relief depends on your personal circumstances and current rules can change.

Alternative and Private Markets disclosure. Don’t invest unless you’re prepared to lose all the money you’ve invested. This is a high-risk investment. You could lose all the money you have invested and are unlikely to be protected if something goes wrong. Take 2 min to learn more.

* For founding members (initial offer terms apply)

https://www.joinprosper.co.uk

UK Research Integrity Office (UKRIO) is pleased to announce the appointment of new CEO, Stephanie Neave

Stephanie Neave is an accomplished research leader and experienced strategist with an extensive research portfolio and track record in supporting organisations to better design, deliver, and use research to improve policy and practice. Her considerable experience will deepen the charity’s impact on the sector and continue the evolution of UKRIO.

Stephanie is currently the Head of Research and Strategy at Mission 44, a charitable foundation launched by Sir Lewis Hamilton to address systemic issues within education, employment, and youth empowerment.

Before Mission 44, Stephanie was the Head of Research and Evaluation at the national charity EngineeringUK. She also created and oversaw the research team at the Equality Challenge Unit (now Advance HE), the national body for equality and diversity in higher education.

Said Stephanie: “I'm absolutely delighted to have been appointed to lead the UK Research Integrity Office as its new Chief Executive Officer. Having devoted my career to social research, I hold a keen appreciation for the mission of UKRIO, the reputation it already commands as a trusted voice in research integrity, and the enormous potential it has to reach new heights.

“As its new CEO, my focus will be to ensure UKRIO harnesses the ample opportunities and challenges on the horizon to best meet the needs of the research community, acting to champion good practice and prevent misconduct in an ever evolving and increasingly complex field.”

UKRIO is currently led by James Parry, who has served as CEO for the last fifteen years and has been the driving force behind many of the charity’s successes. James will be remaining at UKRIO, moving to the role of Chief Innovation Officer where he will continue to spearhead new initiatives and innovate the charity’s growing services.

Professor Sir Ian Boyd, Chair of UKRIO, says, “Today’s research landscape is opening up new opportunities for societal benefit but also potential for harm. In appointing Stephanie, we will deepen the expert advice, guidance and training UKRIO provides to researchers, as well as further elevate the importance of research integrity within policy and public discourse.

“We look forward to welcoming her to the team in December and working together to advance research integrity in the UK.”

The Role of Innovation in Business Growth

In today's fluid and ever-changing business landscape, innovation is not merely a buzzword; it's a vital driver of success and growth. Businesses that fail to innovate risk stagnation and becoming obsolete. 

This blogpost explores the pivotal role of innovation in business growth, highlighting its importance and offering insights into how companies can foster a culture of innovation.

Understanding Innovation

Before delving into the role of innovation in business growth, it's essential to understand what innovation entails. Innovation is not limited to ground-breaking inventions or radical changes. It encompasses any creative process that results in a valuable improvement, whether it's in products, services, processes, or business models.

Meeting Customer Needs and Requirements

Innovation enables businesses to better understand and cater to customer needs. In a rapidly evolving marketplace, consumers are constantly seeking more efficient, convenient, and meaningful solutions. By embracing innovation, companies can adapt to these evolving demands and maintain a competitive edge. For example, companies like Apple consistently innovate their product offerings, providing consumers with the latest and most advanced technology.

Enhancing Efficiency

Innovation is also about finding more efficient and cost-effective ways to operate. Whether it's streamlining internal processes, automating tasks, or optimising supply chains, innovation can significantly reduce operational costs, boost productivity, and ultimately drive business growth. Amazon's use of automation and robotics in its warehouses is a prime example of how innovation enhances efficiency.

Competitive Advantage

Innovation is a potent tool for gaining a competitive advantage. Businesses that continually innovate can stay ahead of the competition and remain relevant in the marketplace. By offering something unique or superior to what others provide, a company can attract more customers and generate increased revenue.

Business Expansion

Innovation often leads to the development of new products or services, which can open doors to new markets and revenue streams. Companies that expand their offerings are more likely to grow and thrive. For instance, Tesla's innovation in electric vehicles not only disrupted the automotive industry but also created opportunities for energy storage and solar energy solutions.

Adaptation to Change

The business environment is highly dynamic, and innovation is the key to adaptability. Companies that resist change and stick to traditional practices are vulnerable to economic downturns, technological disruptions, and unforeseen challenges. Innovators, on the other hand, can pivot and adjust their strategies to meet the demands of changing times.

Fostering a Culture of Innovation

To harness the power of innovation for business growth, companies must create a culture that encourages and nurtures it. Here are some steps to foster a culture of innovation:

Leadership Commitment: Leadership must actively support and champion innovation initiatives. Their commitment sets the tone for the entire organization.

Encourage Risk-Taking: Employees should feel empowered to take risks and experiment. Failure should be seen as a learning opportunity rather than a setback.

Cross-Functional Collaboration: Encourage teams from different departments to collaborate and share ideas. Diverse perspectives often lead to more innovative solutions.

Provide Resources: Allocate resources for research and development, training, and tools that facilitate innovation.

Recognise and Reward Innovation: Recognise and reward employees for their innovative contributions, reinforcing the importance of innovation within the organisation.

Innovation is the lifeblood of business growth. It enables companies to meet customer needs, improve efficiency, gain a competitive edge, expand their reach, and adapt to changing circumstances. Fostering a culture of innovation is crucial for businesses looking to thrive in an ever-evolving marketplace. Embracing innovation is not just a choice; it's a necessity for long-term success and relevance in today's business world.

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Strategies for Building a Strong Email List

In the world of digital marketing, the importance of email marketing cannot be overstated. It remains one of the most effective channels for reaching and engaging with your target audience. However, to make the most of email marketing, you need a strong and engaged email list. 

Building a strong email list is a critical step in your email marketing strategy, and in this blog post, we will discuss some strategies to help you achieve this goal.

Create High-Quality Content

Content is king, and it's also the foundation of a strong email list. To attract and retain subscribers, you need to consistently create and share high-quality content that provides value to your audience. Whether it's blog posts, eBooks, webinars, or videos, your content should be relevant, informative, and engaging. When people find your content valuable, they are more likely to subscribe to your email list for updates.

Use Opt-In Forms

Opt-in forms are a fundamental tool for collecting email addresses. You can place them on your website, blog, landing pages, or even in the content you produce. These forms should be strategically placed and designed to encourage visitors to subscribe. Consider using pop-up forms, slide-ins, and embedded forms to maximise your conversion rate. Additionally, make sure your forms are mobile-responsive for a seamless user experience.

Offer Incentives

Entice your website visitors with incentives to subscribe to your email list. These incentives, often called lead magnets, can include free eBooks, guides, templates, checklists, or exclusive access to webinars or discounts. When people see tangible value in exchange for their email address, they are more likely to subscribe. Be transparent about what subscribers can expect in return for joining your list.

Run Contests and Giveaways

Contests and giveaways are excellent tools to not only collect email addresses but also generate buzz and engagement. Encourage people to participate by entering the contest with their email address. Make sure the prizes are relevant to your audience to attract quality subscribers. Be sure to follow the applicable laws and regulations, such as GDPR or CAN-SPAM, when collecting and using email addresses.

Segment Your List

Segmentation is the practice of categorising your email list based on specific criteria, such as demographics, behaviour, or preferences. By segmenting your list, you can send more targeted and relevant content to your subscribers, increasing engagement and reducing the risk of unsubscribes. Personalisation really is key, as it makes subscribers feel like you understand their needs and interests.

Utilise Social Media

Leverage your social media platforms to promote your email list. Share links to your sign-up forms and lead magnets regularly. Use paid advertising or boosted posts to reach a broader audience. Encourage your existing subscribers to share your content and refer friends. Social media can be a powerful tool for expanding your email list.

Optimise Email Sign-Up Pages

The design and copy of your email sign-up pages are crucial. These pages should be easy to navigate, load quickly, and clearly communicate the benefits of subscribing. Keep the form fields minimal and only request essential information. A/B testing can help you identify what works best to improve conversion rates on these pages.

Ensure Mobile-Friendliness

With the growing number of people accessing the internet on mobile devices, it's vital to have a mobile-friendly email sign-up process. Your forms and landing pages should be responsive and easy to use on smartphones and tablets to capture potential subscribers on the go.

Building a strong email list is an ongoing process that requires time and effort. However, the benefits of a strong and engaged email list are well worth it. By creating valuable content, using opt-in forms, offering incentives, running contests, segmenting your list, leveraging social media, optimizing sign-up pages, and ensuring mobile-friendliness, you can establish a thriving email list that will drive success for your email marketing campaigns. Remember to focus on building and nurturing relationships with your subscribers to keep them engaged and excited about your content.

(Image courtesy of Gerd Altmann from Pixabay)