Customers | 3 MIN

Why patient happiness is the key to better healthcare services

Shaun Lowthorpe
In his best-selling book  ‘This is Going to Hurt’ author and former junior doctor Adam Kay delivers an eye-opening insight into how the National

Read More
Patient happiness is the key to providing better healthcare services
Customers | 3 MIN

Why patient happiness is the key to better healthcare services

In his best-selling book  ‘This is Going to Hurt’ author and former junior doctor Adam Kay delivers an eye-opening insight into how the National

Read More
Marketing | 3 MIN

10 things you might not know about TripAdvisor

Jay Cordt
How well do you know TripAdvisor? Test your TripAdvisor knowledge against our top 10 list of TripAdvisor facts! TripAdvisor is now the number one

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How to get to the top of TripAdvisor
Marketing | 3 MIN

10 things you might not know about TripAdvisor

How well do you know TripAdvisor? Test your TripAdvisor knowledge against our top 10 list of TripAdvisor facts! TripAdvisor is now the number one

Read More
Employees | 3 MIN

Gary Vaynerchuk is right when he says today’s businesses must know how their employees feel

Mike Scott
US entrepreneur Gary Vaynerchuk posts some awesome videos and when I watched one recently showing him telling a room full of CEOs that they

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understanding how employees feel
Employees | 3 MIN

Gary Vaynerchuk is right when he says today’s businesses must know how their employees feel

US entrepreneur Gary Vaynerchuk posts some awesome videos and when I watched one recently showing him telling a room full of CEOs that they

Read More
Marketing | 3 MIN

What you need to know about new changes to TripAdvisor

Jay Cordt
 What are the changes to TripAdvisor and why do they matter? The travel world is buzzing with speculation about TripAdvisor. The review giant announced

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how to make the most from changes to TripAdvisor
Marketing | 3 MIN

What you need to know about new changes to TripAdvisor

 What are the changes to TripAdvisor and why do they matter? The travel world is buzzing with speculation about TripAdvisor. The review giant announced

Read More
Marketing | 6 MIN

How to get to the top of TripAdvisor

Mike Scott
  As someone working in hospitality you’ve probably got a love/hate relationship with online review websites – or may be you have been scratching

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changes to TripAdvisor
Marketing | 6 MIN

How to get to the top of TripAdvisor

  As someone working in hospitality you’ve probably got a love/hate relationship with online review websites – or may be you have been scratching

Read More
Marketing | 6 MIN

The best hotel marketing strategy you can implement

Mike Scott
Marketing and hospitality has changed dramatically in the hotel industry in recent years. Whether it is fueled by changing consumer trends, rising customer expectations,

Read More
Marketing | 6 MIN

The best hotel marketing strategy you can implement

Marketing and hospitality has changed dramatically in the hotel industry in recent years. Whether it is fueled by changing consumer trends, rising customer expectations,

Read More
Marketing | 5 MIN

5 restaurant marketing ideas to try in 2019

Shaun Lowthorpe
What are the ingredients you need for creating a great restaurant marketing plan? Of course, the venue is vital – both its location and

Read More
5 restaurant marketing ideas
Marketing | 5 MIN

5 restaurant marketing ideas to try in 2019

What are the ingredients you need for creating a great restaurant marketing plan? Of course, the venue is vital – both its location and

Read More
Marketing | 4 MIN

The ‘why’ and ‘how’ of responding to positive TripAdvisor reviews: 5 templates for restaurants

Shaun Lowthorpe
How do you respond to positive TripAdvisor reviews? In life, if someone gives you a compliment what do you do? Bask in their praise?

Read More
Responding to positive TripAdvisor reviews
Marketing | 4 MIN

The ‘why’ and ‘how’ of responding to positive TripAdvisor reviews: 5 templates for restaurants

How do you respond to positive TripAdvisor reviews? In life, if someone gives you a compliment what do you do? Bask in their praise?

Read More
Marketing | 6 MIN

Food trends in 2019 to try in your restaurant business

Mike Scott
Spice up your restaurant business by adding these trends to your marketing menu It was a rocky year for restaurants in 2018. A number

Read More
Food trends in 2019
Marketing | 6 MIN

Food trends in 2019 to try in your restaurant business

Spice up your restaurant business by adding these trends to your marketing menu It was a rocky year for restaurants in 2018. A number

Read More
Marketing | 4 MIN

TripAdvisor: What’s the cost of a bad TripAdvisor review to your restaurant?

Mike Scott
‘Business is business’ so the saying goes, but when it’s your business, business is always personal! You don’t want to read derogatory remarks or

Read More
Marketing | 4 MIN

TripAdvisor: What’s the cost of a bad TripAdvisor review to your restaurant?

‘Business is business’ so the saying goes, but when it’s your business, business is always personal! You don’t want to read derogatory remarks or

Read More
Marketing | 3 MIN

Managing negative TripAdvisor reviews in your restaurant

Mike Scott
Restaurants > Online Reviews Negative TripAdvisor reviews can feel like a personal affront to your business. Who are these people coming in your restaurant,

Read More
Changes to TripAdvisor
Marketing | 3 MIN

Managing negative TripAdvisor reviews in your restaurant

Restaurants > Online Reviews Negative TripAdvisor reviews can feel like a personal affront to your business. Who are these people coming in your restaurant,

Read More
Employees | 5 MIN

7 Reasons you need a positive workplace culture and how to build one

Mike Scott
Your workplace culture reflects the personality of your business. Although it’s intangible it has a real effect on the health of your organisation. Your

Read More
Employees | 5 MIN

7 Reasons you need a positive workplace culture and how to build one

Your workplace culture reflects the personality of your business. Although it’s intangible it has a real effect on the health of your organisation. Your

Read More
Marketing | 9 MIN

How emotional segmentation can boost your marketing ROI

Mike Scott
Feelings exist to drive behaviours. This is why emotional marketing is so effective at capturing consumer attention. Story-telling evokes strong emotions that draw people

Read More
Marketing | 9 MIN

How emotional segmentation can boost your marketing ROI

Feelings exist to drive behaviours. This is why emotional marketing is so effective at capturing consumer attention. Story-telling evokes strong emotions that draw people

Read More
Employees | 3 MIN

Recognising winning workplace culture

Mike Scott
Workplace culture is part of a business’ identity and it has a huge influence on the employees who operate within it. This influence can

Read More
Employees | 3 MIN

Recognising winning workplace culture

Workplace culture is part of a business’ identity and it has a huge influence on the employees who operate within it. This influence can

Read More
Customers | 8 MIN

5 things wrong with Net Promoter Score (NPS)

Mike Scott
Even if you don’t know Net Promoter Score by name you’ll almost certainly recognise the question, ‘How likely are you to recommend our business

Read More
Customers | 8 MIN

5 things wrong with Net Promoter Score (NPS)

Even if you don’t know Net Promoter Score by name you’ll almost certainly recognise the question, ‘How likely are you to recommend our business

Read More
Product | 3 MIN

How to ensure you’re making informed business decisions

Mike Scott
When your livelihood rides on making the right decisions it’s essential to know all the facts. All too often people run their businesses blind.

Read More
Product | 3 MIN

How to ensure you’re making informed business decisions

When your livelihood rides on making the right decisions it’s essential to know all the facts. All too often people run their businesses blind.

Read More
Product | 6 MIN

5 steps to an effective feedback strategy

Mike Scott
When pondering business growth ideas, customer feedback rarely crops up. And yet, having a cohesive customer feedback strategy can give you all the insight

Read More
Product | 6 MIN

5 steps to an effective feedback strategy

When pondering business growth ideas, customer feedback rarely crops up. And yet, having a cohesive customer feedback strategy can give you all the insight

Read More
Product | 4 MIN

Why quick and easy surveys provide your business with the feedback it needs

Mike Scott
Quick and easy surveys are an integral part of an effective feedback strategy. Why? Because your customers don’t have the time or inclination to

Read More
Product | 4 MIN

Why quick and easy surveys provide your business with the feedback it needs

Quick and easy surveys are an integral part of an effective feedback strategy. Why? Because your customers don’t have the time or inclination to

Read More
Marketing | 3 MIN

3 reasons why you should always respond to online reviews

Mike Scott
Time is money and that’s why many business owners choose not to respond to online reviews. They feel like their time is better spent

Read More
Marketing | 3 MIN

3 reasons why you should always respond to online reviews

Time is money and that’s why many business owners choose not to respond to online reviews. They feel like their time is better spent

Read More
Employees | 9 MIN

Reduce employee turnover by 42% without big pay rises

Mike Scott
Employee turnover is one of the biggest challenges facing employers today. There’s no longer such a thing as a job for life, nor do

Read More
Employees | 9 MIN

Reduce employee turnover by 42% without big pay rises

Employee turnover is one of the biggest challenges facing employers today. There’s no longer such a thing as a job for life, nor do

Read More
Marketing | 4 MIN

How to improve your online reviews in 10 minutes per day

Mike Scott
Word of mouth has moved online, infinitely extending the reach of customers who love and loathe your business. The stakes are high and so

Read More
Marketing | 4 MIN

How to improve your online reviews in 10 minutes per day

Word of mouth has moved online, infinitely extending the reach of customers who love and loathe your business. The stakes are high and so

Read More
Customers | 7 MIN

What is the Customer Happiness Score ® and why should you be measuring it?

Mike Scott
The Customer Happiness Score ® is a new way to measure and manage customer happiness as a means to drive business growth. It’s a

Read More
Customers | 7 MIN

What is the Customer Happiness Score ® and why should you be measuring it?

The Customer Happiness Score ® is a new way to measure and manage customer happiness as a means to drive business growth. It’s a

Read More
Employees | 4 MIN

The real cost of staff churn to your business

Mike Scott
In the past, employees were steadfastly loyal for a lifetime. It was smooth sailing right out of school to retirement, but for better or

Read More
Employees | 4 MIN

The real cost of staff churn to your business

In the past, employees were steadfastly loyal for a lifetime. It was smooth sailing right out of school to retirement, but for better or

Read More
Employees | 4 MIN

Poor morale damages productivity (and profitability!)

Mike Scott
Imagine a typical employee in your workforce. How do they feel about coming to work?  If it’s more damp squib than flames of passion,

Read More
Employees | 4 MIN

Poor morale damages productivity (and profitability!)

Imagine a typical employee in your workforce. How do they feel about coming to work?  If it’s more damp squib than flames of passion,

Read More
Product | 4 MIN

How to unite your team for better business results

Mike Scott
You know you’ve got something special when you’re part of a good team. You’re infinitely more productive, you enjoy coming to work and you

Read More
Product | 4 MIN

How to unite your team for better business results

You know you’ve got something special when you’re part of a good team. You’re infinitely more productive, you enjoy coming to work and you

Read More
Marketing | 4 MIN

How to improve your business’ online reviews

Mike Scott
Enter your text here… Word of mouth has moved online, infinitely extending the reach of customers who love and loathe your business. The stakes

Read More
Marketing | 4 MIN

How to improve your business’ online reviews

Enter your text here… Word of mouth has moved online, infinitely extending the reach of customers who love and loathe your business. The stakes

Read More
Employees | 5 MIN

How to increase employee retention and boost your business in 2019

Mike Scott
Whether you’re looking to ditch a bad habit or make a major life change, January is traditionally a pivotal month for many people. For

Read More
Employees | 5 MIN

How to increase employee retention and boost your business in 2019

Whether you’re looking to ditch a bad habit or make a major life change, January is traditionally a pivotal month for many people. For

Read More
Customers | 8 MIN

What is The One Question and why you need to ask it?

Mike Scott
All businesses exist to serve their customers. Those that forget or fail to put the customer’s needs first don’t survive. That’s why understanding the

Read More
Customers | 8 MIN

What is The One Question and why you need to ask it?

All businesses exist to serve their customers. Those that forget or fail to put the customer’s needs first don’t survive. That’s why understanding the

Read More
Customers | 10 MIN

NPS vs CHS: Which is right for my business?

Mike Scott
Net Promoter Score ® (NPS) has long been touted as ‘The Ultimate Question’ since it was created in 2003. The Fortune 500’s favourite big cheese,

Read More
Customers | 10 MIN

NPS vs CHS: Which is right for my business?

Net Promoter Score ® (NPS) has long been touted as ‘The Ultimate Question’ since it was created in 2003. The Fortune 500’s favourite big cheese,

Read More
Customers | 5 MIN

26 Reasons why customer experience is vital to business success

Mike Scott
Building a successful business is no longer just about having a quality product and a competitive price. Times have changed. Customers have set down

Read More
Customers | 5 MIN

26 Reasons why customer experience is vital to business success

Building a successful business is no longer just about having a quality product and a competitive price. Times have changed. Customers have set down

Read More
Marketing | 4 MIN

The ‘why’ and ‘how’ of responding to positive TripAdvisor reviews: 5 templates for restaurants

Mike Scott
In life, if someone gives you a compliment what do you do? Bask in their praise? Laugh it off? Modestly bat their comments away?

Read More
Marketing | 4 MIN

The ‘why’ and ‘how’ of responding to positive TripAdvisor reviews: 5 templates for restaurants

In life, if someone gives you a compliment what do you do? Bask in their praise? Laugh it off? Modestly bat their comments away?

Read More
Customers | 6 MIN

62 Customer experience statistics every business needs to know

@toq
In today’s global marketplace, it’s easy for companies to get lost in the crowd. Businesses can no longer differentiate themselves on product or price

Read More
Customers | 6 MIN

62 Customer experience statistics every business needs to know

In today’s global marketplace, it’s easy for companies to get lost in the crowd. Businesses can no longer differentiate themselves on product or price

Read More
Customers | 5 MIN

26 Reasons Why Customer Experience Is Vital To Business Success

@toq
Building a successful business is no longer just about having a quality product and a competitive price. Times have changed. Customers have set down

Read More
Customers | 5 MIN

26 Reasons Why Customer Experience Is Vital To Business Success

Building a successful business is no longer just about having a quality product and a competitive price. Times have changed. Customers have set down

Read More
Customers | 4 MIN

Customer Satisfaction Versus Customer Happiness – What Is The Difference?

@toq
Customer satisfaction – it’s a term that’s been bandied about the world of customer service for years. But what does it really mean? And

Read More
Customers | 4 MIN

Customer Satisfaction Versus Customer Happiness – What Is The Difference?

Customer satisfaction – it’s a term that’s been bandied about the world of customer service for years. But what does it really mean? And

Read More
Product | 6 MIN

5 ways to turn an unhappy customer into a brand ambassador

@toq
When you’re looking to grow your business, it’s easy to only focus on happy customers. After all, they’re the ones that will shout your

Read More
Product | 6 MIN

5 ways to turn an unhappy customer into a brand ambassador

When you’re looking to grow your business, it’s easy to only focus on happy customers. After all, they’re the ones that will shout your

Read More
Marketing | 6 MIN

How to deal with negative online reviews (A step by step process)

@toq
Dealing with negative online reviews has become part and parcel of everyday life for most organisations. In fact, managing their online reputation is now

Read More
Marketing | 6 MIN

How to deal with negative online reviews (A step by step process)

Dealing with negative online reviews has become part and parcel of everyday life for most organisations. In fact, managing their online reputation is now

Read More
Customers | 7 MIN

What Is NPS? (and why do so many businesses use it?)

@toq
It’s been around since 2003, and frequently comes up whenever people talk about customer satisfaction and customer loyalty. But if you’ve never used it,

Read More
Customers | 7 MIN

What Is NPS? (and why do so many businesses use it?)

It’s been around since 2003, and frequently comes up whenever people talk about customer satisfaction and customer loyalty. But if you’ve never used it,

Read More
Marketing | 3 MIN

28 Statistics that prove your online reputation matters (a lot)

@toq
The internet has transformed the way consumers research and make their buying choices. People used to rely on friends, family and loved ones for

Read More
Marketing | 3 MIN

28 Statistics that prove your online reputation matters (a lot)

The internet has transformed the way consumers research and make their buying choices. People used to rely on friends, family and loved ones for

Read More
Customers | 5 MIN

How to deal with customer complaints in 9 easy steps

@toq
Unhappy customers are an inevitable part of every business, so it’s important to know how to deal with customer complaints effectively.   In fact,

Read More
Customers | 5 MIN

How to deal with customer complaints in 9 easy steps

Unhappy customers are an inevitable part of every business, so it’s important to know how to deal with customer complaints effectively.   In fact,

Read More
Marketing | 4 MIN

The ‘why’ and ‘how’ of responding to positive TripAdvisor reviews: 5 templates for restaurants

Shaun Lowthorpe
How do you respond to positive TripAdvisor reviews? In life, if someone gives you a compliment what do you do? Bask in their praise?

Read More
Responding to positive TripAdvisor reviews
Marketing | 4 MIN

The ‘why’ and ‘how’ of responding to positive TripAdvisor reviews: 5 templates for restaurants

How do you respond to positive TripAdvisor reviews? In life, if someone gives you a compliment what do you do? Bask in their praise?

Read More
Marketing | 6 MIN

Food trends in 2019 to try in your restaurant business

Mike Scott
Spice up your restaurant business by adding these trends to your marketing menu It was a rocky year for restaurants in 2018. A number

Read More
Food trends in 2019
Marketing | 6 MIN

Food trends in 2019 to try in your restaurant business

Spice up your restaurant business by adding these trends to your marketing menu It was a rocky year for restaurants in 2018. A number

Read More
Marketing | 4 MIN

TripAdvisor: What’s the cost of a bad TripAdvisor review to your restaurant?

Mike Scott
‘Business is business’ so the saying goes, but when it’s your business, business is always personal! You don’t want to read derogatory remarks or

Read More
Marketing | 4 MIN

TripAdvisor: What’s the cost of a bad TripAdvisor review to your restaurant?

‘Business is business’ so the saying goes, but when it’s your business, business is always personal! You don’t want to read derogatory remarks or

Read More
Marketing | 3 MIN

Managing negative TripAdvisor reviews in your restaurant

Mike Scott
Restaurants > Online Reviews Negative TripAdvisor reviews can feel like a personal affront to your business. Who are these people coming in your restaurant,

Read More
Changes to TripAdvisor
Marketing | 3 MIN

Managing negative TripAdvisor reviews in your restaurant

Restaurants > Online Reviews Negative TripAdvisor reviews can feel like a personal affront to your business. Who are these people coming in your restaurant,

Read More