 | Read the latest issue of Customer Strategy magazine"The American writer Elbert Green Hubbard once said: 'An ounce of loyalty is worth a pound of cleverness.' That was almost a century ago and yet his words ring as true today as they did back in the early 1900’s..." Kizzi Nkwocha, editor Email the editorGot something you want to discuss? Email Customer Strategy editor, Kizzi Nkwocha at kizzi.nkwocha@ubm.com »
Professional Planning Forum celebrates 10 years
 Set up 10 years ago by founder Paul Smedley, the PPF’s aims were to promote professionalism ‘where numbers meet people’ in the contact centre industry. Stora Enso signs six-figure deal with SynGro
 This will see Stora Enso continue the international roll-out of its enterprise-wide customer satisfaction and loyalty programme, VOICE (Value of Identifying Customer Expectations) and embark on a change management programme aimed at making the whole organisation completely customer-centric. The workforce of the future is mobile
 Research firm IDC predicted that some 1.2 billion workers will be using mobile enterprise tools by 2011. This astonishing figure represents roughly a third of the total global workforce. Call centres find their voice
 Despite the phone remaining the dominant communication channel when contacting a call centre, many companies fail to grasp, or at least demonstrate an appreciation of the potential to improve the customer service experience through this medium. The call centre remains woefully under-funded, resulting in de-motivated, unproductive agents and disgruntled customers. Brand tribalism
 What is it about the likes of Apple, Innocent, Top Shop and Virgin that means they have an army of loyal fans ready to stand up and shout about these brands that they so love? Tim Bleszynski, Founder, New Brand Tribalism, examines what these brands have in common and why they evoke such intense loyalty... | | ||
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