October 17, 2013
Employers should engage staff as active reputation builders in social media
Employers who discourage staff from spending time at work updating their status on Facebook or following twitter feeds would be better served in harnessing their social media habits to promote the organization according to an academic study. Joonas Rokka, Assistant Professor of Marketing at Neoma Business School, has published new research in the Journal of Marketing Management that shows how social media can accentuate the role of employee and corporate reputation management. According to findings drawn from multiple business sectors and different types of companies, the research claims that companies need to focus more on managing employees as active reputation builders and brand ambassadors in social media instead of conceiving them only as possible reputation risks. More →
October 10, 2013
Why the serviced office sector needs to put more effort into its customer service
by David Saul • Comment, Facilities management, Flexible working
Serviced offices at Cheapside
It’s National Customer Service Week, a week-long initiative set up to inspire businesses to take a step back, look at their customer relations and promote excellence in customer service amongst their teams. Across every business in every sector, excellent customer service is key to gaining and retaining custom, and this is particularly the case when it comes to the serviced office industry. Average customer retention rates are just eight months in the officing sector, so addressing this through improved customer service can have a huge impact on the bottom line. I believe the serviced office industry can do more. There is a danger that low retention rates cause companies to place a greater emphasis on winning new businesses, with existing clients’ needs coming second place. More →