Will the credit crunch kill customer service?
Latest ICS research suggests that the recession will mean an improvement in customer service as organisations fight to retain customers and gain market share. Kevin Tingey examines the post credit crunch landscape
Web KPIs: What are they, and what do they mean for your business?
A good set of Web KPIs are a reflection of your business goals and are the foundation to every successful website. In fact, it’s nigh on impossible to successfully implement a solid web analytics solution without defining which Web KPIs you intend to track
True Lovers Knot case study
Antony Marshall took over the running of the True Lovers Knot pub when it was on its last legs. After spearheading its recovery, he then went on to introduce a number of initiatives to become “the most accessible pub in the country.” Marshall came up with some unique solutions to cater for his deaf, blind and other disabled customers and prides himself on how his pub continually evolves around his customers needs
