social media influencers

Social Media Influencers

Who are the influencers of the future? In the UK, 85% of young people unfollowed influential social media stars during the pandemic; but why? This week, we’re discussing influencer marketing across all perspectives. We explore the phases of the purchasing journey and how emotions impact each touchpoint. Over the last decade, we have seen social…

Empathy in customer service

Empathy in customer service

More than 90% of customers say they would switch to another company in the wake of bad customer service. More than 60% say they are willing to pay more for outstanding customer service. There is a massive opportunity in these figures.   Empathy and emotional intelligence Exceptional customer service is built on an agent’s empathy…